Terms & Conditions

EdenRoute Travels is an online marketplace that connects travellers (“Guests”) with accommodation providers (“Hosts”). We are not the owner, operator, or manager of any property listed. The contract for a stay is between the Guest and the Host. We provide the booking, payment, review, and support tooling around that contract.

You must be at least 18 years old and able to enter a binding contract. You are responsible for the accuracy of your account information and for all activity under your account. Keep your password confidential and tell us promptly of any unauthorised use.

We may suspend or close an account that breaches these Terms, is used unlawfully, or presents a risk to other users or to us. Where we do so we will normally tell you the reason unless prevented by law.

Hosts must provide complete and truthful verification information, including a government identity document, contact details, and settlement bank details. We review this information before a Host can receive payouts. Providing false information is a material breach of these Terms. Listings must be accurate, lawful, and kept up to date, and photos must depict the actual property.

Hosts may use the Platform's invoicing tool to issue invoices to their guests. An invoice created this way is issued by the Host in the Host's own name. The Host is the supplier and is solely responsible for the invoice details, the GST treatment, and any tax shown on it. EdenRoute Travels is not a party to that invoice. Invoices created with the tool carry a small line at the bottom stating that they were generated with EdenRoute Travels, with a link to our website.

Prices are shown before you confirm a booking. Payment is made through secure, RBI-regulated payment channels (UPI, or our authorised payment partner); we never see or store your card or bank details. A booking is confirmed only once payment is successfully verified. You authorise us and our payment partners to collect the amount shown at checkout.

Every stay is offered at two cancellation policies, and you choose one before you pay:

• Non-refundable (the price shown by default) — no refund on a Guest-initiated cancellation at any time.
• Flexible (a higher price, shown at checkout) — refunds by the timing bands below.

For the Flexible rate, the refund is calculated from the moment you request the cancellation, relative to the check-in date:

• 7 days or more before check-in — 100% refund.
• 72 hours to 7 days before check-in — 50% refund.
• Less than 72 hours before check-in, or after check-in / no-show — no refund.

Government taxes and levies are refunded in full under either policy, regardless of timing. Refunds, where due, are returned to the original payment method (or UPI account), normally within 5–7 working days of processing.

If the Host cancels, or if we cancel a booking because a listing is removed, found to be fraudulent, or unsafe, you receive a full refund.

Exceptional circumstances. If you must cancel because of serious illness or injury, a death in the immediate family, a natural disaster, or a government travel restriction or denied entry affecting your trip, contact us through the Grievance channel before cancelling. With reasonable supporting documentation we will refund in full, assessed case by case.

Nothing in this policy affects rights you have under the Consumer Protection Act, 2019 (India) or consumer law where you live.

Train tickets are booked through a third-party rail booking partner; EdenRoute is not the railway operator. Availability, fares, seat class, and cancellation/refund terms are set by that partner and shown to you before you pay. Once a ticket is confirmed, cancellation requests are handled through EdenRoute and forwarded to the partner, but the refund amount follows the partner’s own policy in effect at the time of booking, not the stay cancellation bands in Section 5. We do not store the ID document number you may be asked to provide for a booking; it is passed to the partner only to issue the ticket.

Bus tickets are booked through our bus booking partner; EdenRoute is not the bus operator.

If you choose to cancel a confirmed bus ticket, your refund is the amount you paid for it minus the operator’s cancellation charge (set by each bus operator and depending on how close to departure you cancel; you see an estimate before you confirm, and the operator’s final figure decides) minus an EdenRoute cancellation fee of ₹5, charged once per booking. The ₹5 fee applies only to this case: a cancellation you make voluntarily of a ticket that was successfully confirmed.

No EdenRoute cancellation fee is charged in any other case, including when:

• the bus operator cancels the ticket or the trip — you receive a full refund where the operator makes no cancellation deduction, and otherwise the refund the operator’s cancellation allows, with no fee from us;
• EdenRoute cancels the booking, or it is cancelled because of a payment or technical problem on our side — you receive a full refund of what you paid for it, and EdenRoute bears any charge the operator makes;
• a seat you paid for could not be ticketed, or your payment arrived after the seat hold expired — you receive a full refund for it.

If we cannot confirm the operator’s cancellation figure, our team works out your refund by hand under these rules instead of guessing. Refunds go back to the original payment method, usually within 5–7 working days. The same ID-document rule as for train tickets applies.

Guests and Hosts can message each other on the Platform only once a booking exists between them. Messages are kept on our servers for the purpose of that stay and are automatically deleted two months after the check-out date. Use messaging to discuss your stay, not to share content that would breach Section 9 below.

Reviews may be submitted only by Guests with a completed stay and must be honest and relevant. You grant us a non-exclusive, worldwide, royalty-free licence to host and display the content you submit for the purpose of operating the Platform. We may remove, hide, edit for redaction, or refuse content that is unlawful, abusive, misleading, infringing, or otherwise in breach of these Terms. We keep an internal record of moderation decisions.

You must not use the Platform to break the law, infringe others’ rights, post harmful or deceptive content, circumvent fees, scrape or overload our systems, or attempt to gain unauthorised access. We may investigate and take action, including removal of content, suspension, and reporting to authorities.

We provide the Platform on a reasonable-efforts basis and do not warrant that it will be uninterrupted or error-free. To the extent permitted by law, we are not liable for the acts or omissions of Hosts or Guests, for the condition or safety of any property, or for indirect or consequential loss. Nothing in these Terms limits liability that cannot be limited by law, including under the Consumer Protection Act, 2019 (India) or equivalent consumer law where you live.

Our handling of personal data is described in the Privacy Policy. By using the Platform you acknowledge that Policy.

We may update these Terms. We will post the new version here with a new version number and date, and where changes are material we will give notice by email or in-product before they take effect. Continued use after the effective date means you accept the change.

These Terms are governed by the laws of India, and the courts of India have jurisdiction, without prejudice to mandatory consumer-protection rights you have under the law of your country of residence. Nothing here removes any right you have to bring a complaint before a data-protection or consumer authority.

The Platform is operated by:

• EdenRoute Travels — a Micro enterprise registered as a travel agency in India.
• Udyam Registration No.: UDYAM-WB-06-0072077
• Registered address: Godamdhura, Ging Tea Garden, Lebong, Sadar, Darjeeling, West Bengal – 734105, India
• Email: request@edenroutetravels.com

Our Grievance Officer is Nabin Pokhrel; see the Grievance Redressal page for how to raise a complaint.