Terms and conditions

Overview

These Terms and Conditions govern the use of the LonaVilla website, booking channels, social media pages, listings, communications, properties, and related services. By accessing the platform, making an enquiry, making a booking, paying any amount, entering any LonaVilla property, or using any associated service, the guest agrees to these Terms, the applicable cancellation policy, house rules, privacy policy, and any property-specific conditions communicated at the time of booking.

If a person does not agree with these Terms, that person must not use the platform or complete a booking. LonaVilla may update these Terms at any time and continued use after an update will constitute acceptance of the revised Terms.

1. Scope and applicability

These Terms apply to the primary guest, all accompanying guests, visitors, invitees, event attendees, corporate clients, travel agents, third-party booking partners, and any person entering or using a LonaVilla property or service.

Any booking-specific terms, event-specific conditions, or property-specific rules communicated by LonaVilla shall apply in addition to these Terms. In the event of any inconsistency, the more specific written booking or property condition shall prevail to the extent of that inconsistency.

2. Eligibility and booking authority

Bookings may only be made by persons legally competent to contract under applicable law. The person making the booking represents and warrants that the person is at least 18 years of age, has authority to bind all guests covered by the reservation, and shall remain responsible for the conduct, payments, compliance, and liabilities of the entire group.

3. Booking confirmation and payment terms

A booking is confirmed only when LonaVilla has received the applicable booking amount, taxes, security deposit if required, and any other amount communicated in writing. Until full payment or the required booking payment is received and acknowledged, LonaVilla shall have no obligation to hold dates or provide possession of the property.

To qualify for any refundable or credit-note-based policy where such policy is expressly offered, 100 percent payment must be made at the time of booking confirmation. In any other case, the booking may be treated as non-refundable and non-transferable, subject to the specific cancellation terms applicable to the booking.

All payments must be made only through official LonaVilla payment links, designated bank accounts, approved payment gateways, cash where expressly permitted by LonaVilla, or such other channel as confirmed in writing. LonaVilla shall not be responsible for money transferred to any personal, unauthorised, or fraudulent account.

Debit cards and credit cards may be refused for selected transactions if a property or booking confirmation specifies that payments are accepted only by cash or bank transfer. Guests are responsible for complying with the payment mode stated in the final booking confirmation.

4. Guest details and ID requirements

Only guests named in the booking confirmation are permitted to enter or stay at the property unless prior written approval is granted by LonaVilla. Unauthorised visitors or additional guests may be denied access, charged additionally, or may lead to cancellation of the booking without refund.

All guests must carry and produce valid government-issued identification at or before check-in, including Aadhaar Card, Driving Licence, Election Card, or Passport. Foreign nationals must share passport and visa details prior to arrival and may be denied check-in if required information is not submitted in time.

5. Check-in, check-out, early arrival, and late departure

Check-in and check-out timings shall be those stated in the booking confirmation and must be strictly followed. Early check-ins and late check-outs are not permitted unless specifically approved in writing by LonaVilla.

This restriction is necessary for operational, safety, cleaning, inspection, and sanitization purposes. Guests must honour timely check-out to enable timely check-in for incoming guests.

Where a guest overstays beyond the permitted check-out time without approval, LonaVilla may charge a penalty of INR 2,000 to INR 5,000 per hour, or such other amount as may be justified by the circumstances, including guest inconvenience, operational losses, staffing costs, and relocation impact on subsequent reservations.

6. Occupancy and use restrictions

Properties are offered strictly for residential leisure use unless a commercial shoot, event, retreat, celebration, or any other special use is expressly approved in writing. Guests shall not use any property for unlawful, hazardous, immoral, disruptive, or unauthorised commercial activity.

The maximum occupancy communicated for each villa must be strictly followed. LonaVilla may refuse entry, levy additional charges, cancel the booking, or evict guests if occupancy limits are breached.

7. General house rules

The following house rules form an integral part of these Terms and must be strictly followed by all guests and visitors:

• Only guests listed in the booking confirmation are allowed on the property.
• Footwear is not allowed inside the villa premises.
• Loud music is not permitted outdoors after 10:00 PM, and guests must comply with local noise restrictions, community rules, and caretaker instructions at all times.
• Firecrackers and colours are not allowed anywhere on the premises.
• Beef and pork are strictly prohibited within the villa premises where such restriction is stated for the property.
• Illegal activities, including use or possession of drugs, narcotics, firearms, escorts, prostitution, banned substances, or any other unlawful act, are strictly prohibited. Violators may be reported to law-enforcement authorities, penalised, and required to vacate immediately without refund.
• Pursuant to the property's strict anti-drug policy, any guest found in possession of or consuming banned substances may be charged a penalty of INR 5,000 per person, without prejudice to eviction, police action, or any other legal remedy available to LonaVilla.
• Smoking, hookahs, chewing tobacco, gutka, and spitting are prohibited inside living rooms, bedrooms, and kitchens. Cleaning, deodorising, upholstery restoration, or damage repair costs arising from violation shall be recoverable from the guest.
• Guests must not consume food on beds. Any staining or damage to bed linens, mattresses, protectors, or upholstery may result in full replacement cost being charged.
• Kitchen usage is limited to heating food and cooking for infants by mothers or caregivers without additional charge. General cooking by guests is otherwise strictly prohibited unless expressly approved in writing.
• Meal orders for breakfast, lunch, or dinner must be placed sufficiently in advance and cannot be cancelled once confirmed.
• Bonfire, barbeque, and projector facilities are add-on services, may be chargeable separately, and are not included in the standard booking package unless specifically stated otherwise in writing.
• Laundry may be changed every alternate day or as per the operational schedule of the property.

8. Pool and activity rules

Pool timings are from 9:00 AM to 10:00 PM. On the date of check-out, pool access shall not be permitted after 9:00 AM unless specifically approved by management.

The pool is unguarded, and children must be supervised by responsible adults at all times. Smoking and drinking in the pool or pool area are strictly prohibited.

All guests are required to be mindful of their own safety and the safety of persons accompanying them during any activity at the property, including swimming, use of terraces, staircases, lawns, balconies, indoor games, bonfire areas, barbeque setups, recreational equipment, and any other amenity. All such activities are undertaken entirely at the guest's own risk, and each guest is solely responsible for exercising appropriate caution, supervision, and judgment based on age, health condition, weather, terrain, and personal capability.

To the maximum extent permitted by law, LonaVilla, the property owner, host, caretaker, staff, and affiliates shall not be responsible for accidents, injuries, illness, death, slips, falls, drowning, allergic reactions, animal or insect incidents, or any loss arising out of use of the pool, outdoor spaces, recreational areas, or any activity conducted at the property, except to the extent caused directly by proven wilful misconduct or non-excludable legal liability.

9. Safety responsibilities

Guests must behave responsibly and remain mindful of their surroundings at all times. Guests are solely responsible for their own safety, the safety of children, senior citizens, and all accompanying persons, and for ensuring that all activities undertaken at the property are appropriate to their age, health, skill level, and physical condition.

LonaVilla may provide staff support, caretaker guidance, or general warnings from time to time, but such assistance does not amount to professional supervision, medical advice, lifeguard service, child-minding service, or safety certification of any activity or amenity.

Guests must immediately report any hazardous condition, breakage, exposed wiring, slippery surface, unsafe equipment, animal presence, or any other safety concern to the property manager or caretaker. Continued use of any area or amenity after noticing a hazard shall be at the guest's own risk to the extent permitted by law.

10. Valuables and personal property

Guests are solely responsible for their cash, jewellery, electronics, documents, luggage, vehicles, and all other personal belongings brought to the property. As not all villas are equipped with lockers or identical storage facilities, no representation is made that any safe, locker, or secure storage will be available at every property.

LonaVilla, the villa owner, host, and property staff shall not be liable for theft, loss, damage, misplacement, or disappearance of valuables or personal belongings, whether kept inside the room, common areas, vehicles, or elsewhere on the premises, except where liability cannot be excluded under applicable law.

11. Electricity, utilities, and infrastructure disruptions

Electricity backup may be available at certain properties as described in the listing or booking confirmation. However, power outages, voltage fluctuations, internet disruption, water shortages, cable outages, or utility interruptions caused by MSEB, local authorities, telecom providers, weather conditions, monsoon impact, or other third-party service providers are beyond LonaVilla's control.

No refund, compensation, or damages shall be payable on account of such infrastructure or supply disruptions, although LonaVilla may attempt reasonable support measures where feasible.

12. Food preferences and restricted items

Guests must disclose dietary requirements, allergies, and meal preferences in advance. LonaVilla shall use reasonable efforts to communicate such information to kitchen staff or third-party providers but cannot guarantee absence of contamination or suitability for all medical conditions unless expressly confirmed in writing.

Any property-specific restriction on food items, including prohibition of beef and pork, shall be binding on all guests staying at that property.

13. Damage, loss, and recovery of costs

Guests are responsible for any damage, loss, breakage, staining, theft, missing inventory, extraordinary cleaning, plumbing blockage caused by misuse, smoking-related remediation, food spills on bedding, or damage caused by any guest, child, visitor, invitee, service provider engaged by the guest, or pet brought by the guest.

LonaVilla may deduct such amounts from any security deposit, collect payment before departure, or recover the amount subsequently based on inspection findings, vendor quotations, market replacement cost, administrative expenses, and downtime suffered by the property.

14. Meals, add-ons, and additional services

Meals, bonfire arrangements, barbeque setups, projector facilities, decor, transport, events, photography, and any other add-on services are subject to availability and separate charges unless expressly included in the booking confirmation. Once any such add-on or meal service is confirmed, cancellation or refund may not be permitted unless specifically approved in writing.

Where third-party vendors are involved, LonaVilla acts only as a facilitator unless expressly stated otherwise, and shall not be liable for vendor delays, defects, food quality disputes, weather impact, or non-performance beyond the remedies, if any, available under applicable law.

15. Cancellations, refunds, credit notes, and no-shows

No cancellations or refunds are permitted within 30 days prior to check-in. For cancellations requested more than 30 days before check-in, LonaVilla may issue a credit note instead of a cash refund, subject to the property-specific policy, management discretion, mutual discussion, and future date availability.

Unless expressly approved otherwise, any such credit note may be valid for 90 days from the date of issue. The issuance, extension, transfer, date modification, or utilisation of any credit note shall remain subject to property availability, seasonality, revised tariffs, blackout dates, and management approval.

To qualify for any refundable or credit-note-based exception, full payment must have been made at the time of booking confirmation. Failing that, the booking may be treated as non-refundable and non-transferable.

All add-ons, special arrangements, meal plans, event services, decor services, outsourced services, and custom arrangements linked to the booking shall follow the same cancellation terms unless otherwise specified in writing. No-shows, last-minute cancellations, early departures, and unused services after check-in are strictly non-refundable.

Any refund specially approved by management shall be processed only after deduction of applicable payment gateway fees, bank charges, processing fees, taxes, and any third-party non-recoverable costs.

LonaVilla reserves the right, at its sole discretion, to modify dates, offer a credit note, deny a transfer request, or reject a cancellation exception request depending on the property, season, business loss, and booking circumstances.

16. No-refund events and removal without refund

No refund or compensation shall be due where check-in is denied or the stay is terminated because of insufficient documentation, misconduct, intoxication, illegal activity, excess occupancy, violation of house rules, prohibited substances, unauthorised visitors, safety threats, or failure to comply with staff instructions.

No refund shall be payable for dissatisfaction arising from weather, insects, rural surroundings, neighbourhood sounds, road conditions, utility failures outside LonaVilla's control, individual taste preferences, or restrictions clearly stated in the listing or booking confirmation.

17. Force majeure

LonaVilla shall not be responsible for any delay, disruption, modification, cancellation, or failure to perform caused by events beyond reasonable control, including natural disasters, heavy rain, monsoon flooding, epidemic, pandemic, riot, civil unrest, labour issues, strikes, road closure, landslide, governmental restrictions, utility breakdown, or acts of God.

In such circumstances, LonaVilla may, at its discretion, offer rescheduling, alternate accommodation, credit note, partial adjustment, or no refund, depending on recoverability, property availability, seasonality, and the policy applicable to the booking.

18. Limitation of liability

To the maximum extent permitted by law, LonaVilla shall not be liable for any indirect, incidental, special, punitive, exemplary, or consequential loss, including loss of enjoyment, travel costs, emotional distress, missed events, commercial loss, or reputational harm arising from use of the platform or stay at a property.

If LonaVilla is held liable for a direct claim arising solely from its proven negligence and such liability cannot lawfully be excluded, the aggregate liability shall not exceed the amount actually paid by the guest for the relevant booking.

19. Indemnity

The guest shall indemnify, defend, and hold harmless LonaVilla, the villa owner, host, staff, caretaker, contractors, affiliates, and agents against all claims, liabilities, losses, penalties, damages, costs, and expenses, including legal fees, arising out of any breach of these Terms, guest misconduct, property damage, injury caused by the guest, illegal acts, prohibited substances, event violations, non-payment, or claims brought by third parties connected to the guest or the guest's invitees.

20. Complaints and issue reporting

Guests must carefully review the booking confirmation upon receipt and inform LonaVilla immediately if any correction or change is required. All terms mentioned in the booking confirmation shall be treated as final unless corrected in writing by LonaVilla.

Any issue relating to cleanliness, service, amenities, functioning equipment, or property condition must be reported during the stay and before check-out. Failure to report an issue during the stay may result in forfeiture of any right to dispute, refund, compensation, or post-stay claim, except where such right cannot legally be excluded.

21. Intellectual property and platform use

All website content, text, photos, videos, logos, branding, graphics, and property descriptions on the LonaVilla platform belong to LonaVilla or its licensors and may not be copied, scraped, reproduced, distributed, or commercially used without prior written permission.

22. Privacy and communication

By making an enquiry or booking, the guest consents to LonaVilla using the guest's contact details and booking data for reservation handling, guest support, compliance, verification, service communication, and legally permissible marketing communication, subject to the applicable privacy policy and law.

23. Termination and removal rights

LonaVilla reserves the right to refuse booking, deny entry, suspend access, cancel a reservation, remove any guest, or involve law-enforcement authorities where there is suspected fraud, safety risk, non-payment, document mismatch, illegal conduct, reputational risk, rule violation, nuisance, or threat to staff, neighbours, property, or other guests.

24. Governing law and jurisdiction

These Terms shall be governed by the laws of India. Subject to any arbitration mechanism that LonaVilla may separately adopt, the courts having jurisdiction over the place of LonaVilla's registered office shall have jurisdiction over disputes arising from these Terms and the booking relationship.

25. Severability and waiver

If any provision of these Terms is found invalid or unenforceable, the remaining provisions shall continue in full force to the extent permitted by law. Failure by LonaVilla to enforce any provision on one occasion shall not constitute a waiver of its right to enforce that provision later.

26. Booking acceptance statement

By making a booking or entering a LonaVilla property, the guest confirms that the guest has read, understood, and agreed to these Terms and Conditions, the cancellation policy, the house rules, and all property-specific instructions communicated by LonaVilla.