1. When you book an accommodation, MeghalayaTourism.in provides and is responsible for the Platform.

2. We work with companies that provide local support services (e.g. Customer Support or account management). They don’t:

- control or manage our Platform

- have their own Platform

- have any legal or contractual relationship with you

- provide Travel Experiences

- represent us, enter into contracts or accept legal documents in our name

- operate as our ‘process or service agents’.

1. You will:

- abide by Our values

- comply with all applicable laws

- cooperate with any anti-fraud/anti-money laundering checks we need to carry out

- not use the Platform to cause a nuisance or make fake Bookings

- use the Travel Experience and/or Platform for their intended purpose

- not cause any nuisance or damage, and not behave inappropriately to the Service Provider’s personnel (or anyone else, for that matter).

1. You can cancel your booking using the Meghalaya Tourism - Official website or mobile app.

2. The applicable refund amount will be credited to you within 7–14 working days. Meghalaya Tourism reserves the right to debit from Meghalaya Tourism Money account if the cancellation amount is higher than money already paid by you.

3. Some Hotels do not accept bookings from unmarried couples, and do not accept local ID proofs. This information is available to the Guest prior to making the booking. For any cancellations or check-in denials for such bookings that are dishonoured by the Hotel, Meghalaya Tourism shall be under no obligation to refund any amount to the Guest.

4. Hotels reserve the right to deny check-in where customers are unable to provide a valid government ID, or where minor Guests are travelling unaccompanied, or if the Hotel is suspicious of the Guests' check-in at its Property. Under all such cases, Meghalaya Tourism shall be under no obligation to refund any amount to the Guest.

5. For corporate bookings, the cancellation policy mentioned on your contract will apply.

6. In case no cancellation policy is mentioned on the Hotel details page, the following cancellation policy shall apply:

1. If you have any accessibility requests:

- about our Platform and/or services, please contact our Customer Service team

- about your Travel Experience (wheelchair access, walk-in baths, etc.), please contact your Service Provider – or the airport, train station, etc.

1. We may help you communicate with your Service Provider, but can’t guarantee they’ll read or act on it. Contacting them doesn’t give you legal grounds.

1. We may stop you making Bookings, cancel existing Bookings, or stop you using our Platform/Customer Service/Account if we have a valid reason:

- fraud or abuse

- non-compliance with Our values or laws

- inappropriate or unlawful behaviour (e.g. violence, threats, privacy invasion) towards us, our partners, or anyone else.

2. If we cancel for these reasons, you won’t be entitled to a refund. We may explain unless that breaks laws or hinders fraud/illegal activity prevention. Contact Customer Service if you believe cancellation was incorrect.

1. To the extent allowed by mandatory law, we’ll only be liable for direct costs from our failure. We won’t be liable for:

- indirect loss/damage

- inaccurate Service Provider info

- actions/products/services of a Service Provider or partner

- mistakes in email, phone, or card number (unless it’s our fault)

- force majeure or events beyond our control.

2. If you breach these Terms or the Service Provider’s terms, we won’t be liable for your costs and you won’t be entitled to a refund.

3. The maximum we or any Service Provider will be liable for is the cost of your Booking, as per your confirmation.

4. Nothing in these terms limits our or the Service Provider’s liability for negligence leading to death/personal injury or for fraud/misrepresentation.

5. We make no promises about Service Providers’ products/services except what’s in these Terms.

6. These Terms don’t entitle any third party other than the Service Provider to anything.

7. Consumer protection laws may override these Terms.

1. For queries/complaints, contact Customer Service (via your Booking, app, or Help Centre) and provide:

- your Booking confirmation number

- your contact details

- your PIN code (if any)

- the email used when booking

- a summary of the issue and how you’d like us to help

- any supporting documents (bank statement, pictures, receipts, etc.)

2. All queries/complaints are recorded; the most urgent are prioritized.

3. We try to resolve disputes internally and aren’t obliged to submit to third-party dispute resolution providers.