This user agreement forms the terms and conditions for the use of services and products of Mac Vacations Global LLP (“MVG”) which is
the marketing subsidiary of MAC HOTELS LIMITED incorporated for the sole purpose of marketing the hotels and resorts managed by
MAC HOTELS LIMITED by anyone who will voluntarily opt to use the website of MAC HOTELS LIMITED; such person hereinafter
shall be referred hereafter as “GUEST”
The GUEST who inquires about or purchases any products or services of MVG through the websites, mobile applications, salespersons,
offices, call centres, branch offices, franchisees, agents etc. (all the aforesaid platforms collectively referred to as “Sales Channels”) of MAC
HOTELS LIMITED agree to be governed by this user agreement. The websites, including the mobile applications of are MAC HOTELS
LIMITED, shall be collectively referred to as the ‘Website’.
Both GUEST and MVG are individually referred to as ‘Party’ and collectively referred to as ‘Parties’ to the user agreement.
“Terms of Service” available on MVG website details out terms & conditions applicable on various services or products facilitated by
MVG. The GUEST should refer to the relevant terms of service appropriate for the given product or service availed by the GUEST. Such
terms of service shall be binding on the GUEST.
ELIGIBILITY TO USE
The GUEST must be at least 18 years of age and must possess the legal authority to agree so as become a GUEST and use the services of
Before using the website, approaching any Sales Channels or procuring the services of MVG, the GUEST shall compulsorily read and
understand this user agreement, and shall be deemed to have accepted this GUEST agreement as a binding document that governs GUEST’s
dealings and transactions with MVG. If the GUEST does not agree with any part of this agreement, then the GUEST must not avail MVG‘s
services and must not access or approach the Sales Channels of MVG.
All rights and liabilities of the GUEST and MVG concerning any services or product facilitated by MVG shall be restricted to the scope of
this user agreement.
All content provided through various Sales Channels, including but not limited to audio, images, software, text, icons and such similar
content (“Content”), are registered by MVG and protected under applicable intellectual property laws. GUEST cannot use this Content for
any other purpose, except as specified herein. GUEST agrees to follow all instructions provided by MVG, which will prescribe the way
such GUEST may use the Content.
There are many proprietary logos, service marks and trademarks displayed on the website and through other Sales Channels of MVG, as
may be applicable. MVG does not grant the GUEST a license, right or authority to utilize such proprietary logos, service marks, or
trademarks in any manner. Any unauthorized use of the Content will violate the applicable law.
The notices, as mentioned earlier, can be sent to MVG by email at
The Website is meant to be used by bonafide GUEST only and it shall be used for a lawful purpose. GUEST shall not distribute exchange,
modify, sell or transmit anything from the Website, including but not limited to any text, images, audio and video, for any business,
commercial or public purpose. The GUEST Agreement grants a limited, non-exclusive, non-transferable right to use this Website as
expressly permitted in this GUEST agreement. The GUEST agrees not to interrupt or attempt to interrupt the operation of the Website in
any manner whatsoever.
Access to certain features of the Website may only be available to registered GUEST(s). The process of registration may require the GUEST
to answer specific questions or provide certain information that may or may not be personal. Some such fields may be mandatory or
optional. GUEST represents and warrants that all information supplied to MVG is true and accurate. MVG reserves the right, in its sole
discretion, to terminate the access to the Website and the services offered on the same or any portion thereof at any time, without notice, for
general maintenance or any other reason whatsoever.
MVG will always make its best endeavours to ensure that the content on its websites or other sales channels are free of any virus or such
other malware. However, any data or information downloaded or otherwise obtained through the use of the website, or any other Sales
Channel is done entirely at the GUEST’s own discretion and risk, and they will be solely responsible for any damage to their computer
systems or loss of data that may result from the download of such data or information.
MVG reserves the right to periodically make improvements or changes in its website at any time without any prior notice to the GUEST.
GUEST(s) are requested to report any content on the Website which is deemed to be unlawful, objectionable, libellous, defamatory,
obscene, harassing, invasive to privacy, abusive, fraudulent, against any religious beliefs, spam, or is violative of any applicable law to
. On receiving such report, MVG reserves the right to investigate and take such action as the Company may
BOOKINGS BY TRAVEL AGENTS
Except with the prior registration with MVG as B2B agents, priority partner or a franchisee, and explicit permission of MVG to use the
website, all travel agents, tour operators, consolidators or aggregators (“Travel Agents”) are barred from using this website for any
commercial or resale purpose. If any such bookings are detected, MVG reserves the right, including without limitation, to cancel all such
reservations immediately without any notice to such travel agents and also to withhold payments or any refunds to it. MVG shall not be held
liable for any incidental loss or damage that may arise from the bookings made by any person through such Travel Agents. Such Travel
Agents shall solely bear the liability in case of such cancellations. All discounts and offers mentioned on the website apply only to the
GUEST(s) of MVG for legitimate bookings.
LIMITED LIABILITY OF MVG
Unless MVG explicitly acts as a reseller in specific scenarios, MVG always acts as a facilitator by connecting the GUEST with the
respective service providers like airlines, hotels, restaurants, bus operators etc. (collectively referred to as “Service Providers”). MVG‘s
liability is limited to providing the GUEST with a confirmed booking as selected by the GUEST.
Any issues or concerns faced by the GUEST at the time of availing any such services shall be the sole responsibility of the Service Provider.
MVG will have no liability concerning the acts, omissions, errors, representations, warranties, breaches or negligence on the part of any
Unless explicitly committed by MVG as a part of any product or service: MVG assumes no liability for the standard of services as provided
by the respective Service Providers. MVG provides no guarantee concerning their quality or fitness as represented. MVG doesn’t guarantee
the availability of any services as listed by a Service Provider. By making a booking, GUEST understands MVG merely provides a
technology platform for booking of services and products and the ultimate liability rests on the respective Service Provider and not MVG.
Thus the final contract of service is between GUEST and Service Provider.
GUESTs are advised to check the description of the services and products carefully before making a booking. GUEST(s) agree to be bound
by all the conditions as contained in the booking confirmation or as laid out in the confirmed booking voucher. These conditions are also to
be read in consonance with the GUEST agreement.
If a GUEST intends to make a booking on behalf of another person, it shall be the responsibility of the GUEST to inform such person about
the terms of this agreement, including all rules and restrictions applicable thereto.
The GUEST warrants that they will abide by all such additional procedures and guidelines, as modified from time to time, in connection
with the use of the services. The GUEST further warrants that they will comply with all applicable laws and regulations of the concerned
jurisdiction regarding the use of the services for each transaction.
The services are provided on an “as is” and “as available” basis. MVG may change the features or functionality of the services being offered
at any time, in its sole discretion, without any prior notice. MVG expressly disclaims all warranties of any kind, whether express or implied,
including, but not limited to the implied warranties of merchantability, reasonably fit for all purposes. No advice or information, whether
oral or written, which the GUEST obtains from MVG or through the services opted shall create any warranty not expressly made herein or
in the terms and conditions of the services.
GUEST also authorizes MVG‘s representative to contact such GUEST over phone, message and email. This consent shall supersede any
preferences set by such GUEST through national customer preference register (NCPR) or any other similar choices.
SECURITY AND ACCOUNT RELATED INFORMATION
While registering on the website, the GUEST may have to choose a password to access that GUEST’s account and GUEST shall be solely
responsible for maintaining the confidentiality of both the password and the account as well as for all activities on the account. The GUEST
must notify MVG immediately in writing of any unauthorized use of their password or account or any other breach of security. MVG will
not be liable for any loss that may be incurred by the GUEST as a result of unauthorized use of the password or account, either with or
without the GUEST’s knowledge. The GUEST shall not use anyone else’s account at any time. GUEST understands that any information
that is provided to this website may be read or intercepted by others due to any breach of security at the GUEST’s end.
MVG keeps all the data concerning credit card, debit card, bank information etc. secured and in an encrypted form in compliance with the
applicable laws and regulations. However, for cases of fraud detection, offering bookings on credit (finance) etc., MVG may at times verify
certain information of its GUESTs like their credit score, as and when required.
MVG adopts the best industry standard to secure the information as provided by the GUEST. However, MVG cannot guarantee that there
will never be any security breach of its systems which may have an impact on GUEST’s information too.
The data of the GUEST as available with MVG may be shared with concerned law enforcement agencies for any lawful or investigation
purpose without the consent of the GUEST.
FEES AND PAYMENT
In addition to the cost of booking as charged by the Service Providers, MVG reserves the right to charge specific fees like convenience fees
or service fees. MVG further reserves the right to alter any fees from time to time. Any such additional fees, including fee towards any
modifications thereof, will be displayed to the GUEST before confirming the booking or collecting the payment from such GUEST.
In cases of short charging of the booking amount, taxes, statutory fee, convenience fee etc., owing to any technical error or other reason,
MVG shall reserve the right to deduct charge or claim the balance amount from the GUEST, and the GUEST shall pay such balance amount
to MVG. In cases where the small charge is requested prior to the utilization of the booking, MVG will be at liberty to cancel such bookings
if the amount is not paid before the utilization date.
Any increase in the price charged by MVG on account of change in the rate of taxes or imposition of new taxes, levies by Government shall
have to be borne by the GUEST. Such imposition of taxes, levies may be without prior notice and could also be retrospective but will
always be as per applicable law.
In the rare circumstance of a booking not getting confirmed for any reason whatsoever, MVG will process the refund of the booking amount
paid by the GUEST and intimate the GUEST about the same. MVG is not under any obligation to provide an alternate booking instead of or
to compensate or replace the unconfirmed booking. All subsequent bookings will be treated as new transactions. Any applicable refund will
be processed as per the defined policies of the service provider and MVG as the case may be.
The GUEST shall be entirely responsible for all charges, fees, duties, taxes, and assessments arising out of the use of the service, as per the
The GUEST agrees and understands that all payments shall only be made to bank accounts of MVG. MVG or its agents, representatives or
employees shall never ask a customer to transfer money to any private account or an account not held in the name of MVG. The GUEST
agrees that if that GUEST moves any amount against any booking or transaction to any bank account that is not legitimately held by MVG
or to any personal account of any person, MVG shall not be held liable for the same. GUEST shall not hold any right to recover from MVG
any amount which is transferred by the GUEST to any third party.
The GUEST will not share his personal sensitive information like credit/debit card number, CVV, OTP, card expiry date, GUEST ids,
passwords etc. with any person including the agents, employees or representatives of MVG. The GUEST shall immediately inform MVG if
such details are demanded by any of its agents’ employees or representatives. MVG shall not be liable for any loss that the GUEST incurs
for sharing the information as mentioned earlier.
Refunds, if any, on cancelled bookings will always be processed to the respective account or the banking instrument (credit card, wallet etc.)
from which payment was made for that booking.
Booking(s) made by the GUEST through MVG are subject to the applicable cancellation policy as set out on the booking page or as
communicated to the customers in writing.
USAGE OF THE MOBILE NUMBER, COMMUNICATION DETAILS OF THE GUEST BY MVG
MVG will send booking confirmation, itinerary information, cancellation, payment confirmation, refund status, schedule change or any
such other information relevant for the transaction or booking made by the GUEST, via SMS, internet-based messaging applications like
WhatsApp, voice call, e-mail or any additional alternate communication detail provided by the GUEST at the time of booking.
MVG may also contact the GUEST through the modes mentioned above for any pending or failed bookings, to know the preference of the
GUEST for concluding the booking and also to help the GUEST for the same. The GUEST hereby unconditionally consents that such
communications via SMS, internet-based messaging applications like WhatsApp, voice call, email or any other mode by MVG are: upon
the request and authorization of the GUEST; ‘transactional’ and not an ‘unsolicited commercial communication’ as per the guidelines of
Telecom Regulation Authority of India (TRAI), and in compliance with the relevant guidelines of TRAI or such other authority in India and
The GUEST will indemnify MVG against all types of losses and damages incurred by MVG due to any action taken by TRAI, Access
Providers (as per TRAI regulations) or any other authority due to any erroneous complaint raised by the GUEST on MVG with respect to
the communications mentioned above or due to a wrong number or email id being provided by the GUEST for any reason whatsoever.
Unless explicitly provided by MVG in any specific service or deliverable, obtaining sufficient insurance coverage is the obligation of the
GUEST. In no case, MVG shall accept any claims arising out of such scenarios.
Insurance, if any provided as a part of the service or product by MVG shall be as per the terms and conditions of the third-party insurance
company. MVG merely acts as a facilitator in connecting the GUEST with insurance company. The GUEST shall contact the insurance
company directly for any claims or disputes. MVG shall not be held liable in case of partial acceptance or denial of the applications by the
OBLIGATION TO OBTAIN VISA
International bookings made through the website are subject to the requirements of visa including but not limited to transit visa, OK TO
BOARD which are to be obtained by the GUEST as per the requirement of their travel bookings and the requirements of the countries the
GUEST intends to visit or transit through.
MVG is not responsible for any issues, including inability to travel, arising out of such visa requirements and is also not liable to refund any
amount to the GUEST for being unable to utilize the booking due to absence or denial of visa, irrespective whether or not the GUEST has
availed the services of MVG for the visa process too. Refund, if any, will be as per the applicable terms of booking and cancellation policy.
There can be exceptional circumstances where MVG and/or the Service Providers may be unable to honour the confirmed bookings due to
various reasons like act of God, labour unrest, insolvency, business exigencies, government decisions, terrorist activity, any operational and
technical issues, route and flight cancellations etc. or any other reason beyond the control of MVG. If MVG has advance knowledge of any
such situations where dishonour of bookings may happen, it will make its best efforts to provide similar alternative to the GUEST or refund
the booking amount after deducting applicable service charges, if supported and refunded by that respective service operators. The GUEST
agrees that MVG being merely a facilitator of the services and products booked cannot be held responsible for any such Force Majeure
circumstance. The GUEST has to contact the Service Provider directly for any further resolutions and refunds.
The GUEST agrees that in the event of non-confirmation of booking due to any technical reasons (like network downtime, disconnection
with third-party platforms such as payment gateways, banks etc.) or any other similar failures, MVG‘s obligation shall be limited refunding
the booking amount, if any, received from the customer. Such refund shall completely discharge MVG from all liabilities concerning that
transaction. Additional liabilities, if any, shall be borne by the GUEST.
In no event shall MVG and be liable for any direct, indirect, punitive, incidental, special or consequential damages, and any other damages
like damages for loss of use, data or profits, arising out of or in any way connected with the use or performance of the website or any other
ADVERTISERS ON MVG, AND LINKED WEBSITES
The website may contain links to third party websites. MVG does not control such websites and is not responsible for its contents. If a
GUEST accesses any third-party website, the same shall be done entirely at the GUEST’s risk and MVG shall assume any liability for the
same. MVG is not responsible for any errors, omissions or representations on any of its pages, links or any linked website pages to the
extent such information is updated or provided directly by the Service Providers or the advertisers. MVG does not endorse any advertisers
on its website, or any linked sites in any manner. The GUESTs are requested to verify the accuracy of all information provided on the
third-party web pages. The linked sites are not under the control of MVG, and hence MVG is not responsible for the contents of any linked
site(s) or any further links on such site(s), or any changes or updates to such sites. MVG is providing these links to the GUESTs only as a
RIGHT TO REFUSE
MVG at its sole discretion, reserves the right to not accept any booking without assigning any reason thereof. MVG will not provide any
service or share confirmed booking details till such time the complete consideration is received from the GUEST. In addition to other
remedies and recourse available to MVG under this GUEST agreement or under applicable law, MVG may limit the GUEST’s activity,
warn other GUESTs of the GUEST’s actions, immediately suspend or terminate the GUEST’s registration, or refuse to provide the GUEST
with access to the website under the following considerations:
The GUEST is in breach of this GUEST Agreement; or MVG is unable to verify or authenticate any information provided by the GUEST;
or MVG believes that the GUEST’s actions may infringe on any third-party rights or breach any applicable law or otherwise result in any
liability for the GUEST, other GUESTs of MVG, or MVG itself. Once a GUEST has been suspended or terminated, such GUEST shall not
register or attempt to log with MVG with different credentials, or use the website in any manner whatsoever until such GUEST is reinstated
by MVG. MVG may at any time in its sole discretion restore suspended GUESTs. If a GUEST breaches this GUEST agreement, MVG
reserves the right to recover any amounts due to be paid by the GUEST to MVG, and to take appropriate legal action as it deems necessary.
The GUEST shall not write or send any content to MVG which is, or communicate with MVG using language or content which is abusive,
threatening, offensive, defamatory, coercive, obscene, belligerent, glorifying violence, vulgar, sexually explicit, pornographic, illicit or
otherwise objectionable; contrary to any applicable law; violates third parties’ intellectual property rights; in breach of any other part of
these terms and conditions of use. If the GUEST violates any of the aforesaid terms, MVG shall be at liberty to take appropriate legal action
against the GUEST.
RIGHT TO CANCEL
The GUEST expressly undertakes to provide MVG with correct and valid information while making use of the website under this GUEST
Agreement, and not to make any misrepresentation of facts. Any default on the part of the GUEST would disentitle the GUEST from
availing the services from MVG.
In case MVG discovers or has reasons to believe at any time during or after receiving a request for services from the GUEST that the
request for services is either unauthorized or the information provided by the GUEST or any of the travellers is not correct or that that
GUEST has misrepresented any fact, MVG shall be entitled to appropriate legal remedies against the GUEST, including cancellation of the
bookings, without any prior intimation to the GUEST. In such an event, MVG shall not be responsible or liable for any loss or damage that
may be caused to the GUEST or any other person in the booking, as a consequence of such cancellation of booking or services.
If any judicial, quasi-judicial, investigation agency, government authority approaches MVG to cancel any booking, MVG will cancel the
same without contacting the concerned GUEST whose booking has been cancelled.
The GUEST shall not hold MVG responsible for any loss or damage arising out of measures taken by MVG for safeguarding its interest and
that of its genuine customers. This would also include MVG denying or cancelling any bookings on account of suspected fraud transactions.
FAKE CALLS AND OTHER SIMILAR PHISHING, SPAMMING OR FRAUDULENT ACTIVITIES
MVG‘s employees or authorized representatives will never contact a GUEST asking for his/ her credit or debit card number, expiry date,
CVV, net banking login, passwords, OTP etc. nor will they ever request for a fund transfer to a person or an individual bank account.
Further, they will also not ask a GUEST to install any third-party applications that enable them to view a GUEST’s mobile or computer
screen. Acting on any of these requests may make you a victim of fraud, and may potentially lead to loss of your valuable money or
information. If you are ever asked for any of the information as mentioned earlier, please report it immediately on
The GUEST agrees to indemnify, defend and hold harmless MVG, its affiliates and their respective officers, directors, lawful successors
and assigns from and against any and all losses, liabilities, claims, damages, costs and expenses (including legal fees and disbursements in
connection therewith and interest chargeable thereon) asserted against or incurred by such indemnified persons, that arise out of, result
from, or maybe payable by virtue of, any breach of any representation or warranty provided by the GUEST, or non-performance of any
covenant by the GUEST. The GUEST shall be solely liable for any breach of any country-specific rules and regulations, or general code of
conduct and MVG cannot be held responsible for the same.
SEVERABILITY: If any provision of this GUEST agreement is determined to be invalid or unenforceable in whole or in part, such
invalidity or unenforceability shall attach only to such provision or part of such provision and the remaining part of such provision and all
other provisions of this GUEST agreement shall continue to be in full force and effect.
JURISDICTION: This Agreement is subject to interpretation as per the laws of India, and the parties shall refer any unresolved disputes to
the exclusive jurisdiction of courts in Goa only.
AMENDMENT TO THE GUEST AGREEMENT: MVG reserves the right to change the GUEST agreement from time to time. The
GUEST is responsible for regularly reviewing the GUEST agreement.
CONFIDENTIALITY: Any information which is mentioned explicitly by MVG as confidential shall be maintained confidentially by the
GUEST and shall not be disclosed unless as required by law or to serve the purpose of this GUEST Agreement and the obligations of both
the parties herein.
FEEDBACK FROM CUSTOMER: MVG would like to know the input of the GUESTs for improving its services. The GUEST as a result
of this authorizes MVG to contact the GUEST for their feedback on various services offered by MVG. Such feedback may be collected
through emails, telephone calls, SMS or any other medium from time to time. In case the GUEST chooses not to be contacted, such GUEST
shall write to MVG for specific exclusion at email@example.com
TERMS OF SERVICE:
ROLE OF MVG AND LIMITATION OF LIABILITY OF MVG
MVG acts as a facilitator and merely provides an online platform to the GUEST to select and book a particular hotel. Hotels in this context include all categories of accommodations such as hotels, home-stays, bed and breakfast stays, farm-houses and any other alternate accommodations.
All the information about the hotel, including the category of the hotel, images, room type, amenities and facilities available at the hotel are as per the information provided by the hotel to MVG. This information is for reference only. Any discrepancy that may exist between the
website pictures and actual settings of the hotel shall be raised by the GUEST with the hotel directly and shall be resolved between the
GUEST and hotel. MVG will have no responsibility in that process of resolution, and shall not take any liability for such discrepancies.
INFORMATION FROM THE HOTEL AND THE TERMS OF THE HOTEL
The hotel booking voucher, which MVG issues to a GUEST is solely based on the information provided or updated by the hotel regarding the inventory availability. In no circumstances can MVG be held liable for failure on the part of a hotel to accommodate the GUEST with a
confirmed booking, the standard of service or any insufficiency in the services, or any other service-related issues at the hotel. The liability
of MVG in case of denial of check-in by a hotel for any reason what-so-ever including over-booking, system or technical errors, or
unavailability of rooms etc., will be limited to either providing a similar alternate accommodation at the discretion of MVG (subject to
availability at that time), or refunding the booking amount (to the extent paid) to the GUEST. Any other service-related issues should be
directly resolved by the GUEST with the hotel.
Hotels reserves the sole right of admission and MVG has no say whatsoever in admission or denial for admission by the hotel. Unmarried or
unrelated couples may not be allowed to check-in by some hotels as per their policies. Similarly, accommodation may be denied to guests
posing as a couple if suitable proof of identification is not presented at the time check-in. Some hotels may also not allow local residents to
check-in as guests. MVG will not be responsible for any check-in denied by the hotel due to the reasons as mentioned earlier or any other
reason not under the control of MVG. No refund would be applicable in case the hotel denies check-in under such circumstances.
RESPONSIBILITIES OF THE GUEST
The GUEST would be liable to make good any damage(s) caused by any act of him/ her/ or their accompanying guests (willful/negligent) to
the property of the hotel in any manner whatsoever. The extent and the amount of the damage so caused would be determined by the
concerned hotel. MVG would not, in any way, intervene in the same. The primary guest must be at least 18 years old to be able to check
into the hotel.
The GUEST has to be in possession of a valid identity proof and address proof, at the time of check-in. The hotel shall be within its rights to
deny check-in to a GUEST if a valid identity proof is not presented at the time of check-in.
Check-in time, check-out time, and any changes in those timings will be as per hotel policy & terms. Early check-in or late check-out
request is subject to availability, and the hotel may charge an additional fee for providing such services.
ADDITIONAL CHARGES BY THE HOTEL
The booking amount paid by the GUEST is only to stay at the hotel. Some bookings may include breakfast and/ or meals as confirmed at
the time of booking. Any other services utilized by the GUEST at the hotel, including laundry, room service, internet, telephone, extra food,
drinks, beverages etc. shall be paid by the GUEST directly to the hotel.
Hotels may charge a mandatory meal surcharge on festive periods like Christmas, New Year’s Eve or other festivals as decided by the hotel.
All additional charges (including mandatory meal surcharges) need to be cleared directly at the hotel. MVG will have no control over
waiving the same.
PAYMENT FOR BOOKINGS AND ANY ADDITIONAL PAYMENTS
Booking of a hotel can either be “Prepaid” or “Pay at hotel” as per the options made available by a hotel on the Website of MVG.
In “Prepaid” model, the total booking amount is paid by the GUEST at the time of booking itself. Such total booking amount includes the
hotel reservation rate, taxes, service fees as may be charged on behalf of the actual service provider, and any additional booking fee or
convenience fee charged by MVG.
At the hotel’s or MVG‘s sole discretion on case to case basis, the GUEST may also be provided with an option to make a part payment to
MVG at the time of confirmation of a booking. The balance booking amount shall be paid as per the terms of the bookings. For security
purposes, the GUEST must provide MVG with correct credit or debit card details. MVG may cancel the booking at its sole discretion in
case such bank or credit card details as provided by the GUEST are found incorrect.
For security purposes, the GUEST must provide MVG with correct credit or debit card details. MVG may cancel the booking at its sole
discretion in case such bank or credit card details as provided by the GUEST are found incorrect.
Payment can be made either in INR or any other foreign exchange/currency as specified at the time of booking.
Some banks and card issuing companies charge their account holders a transaction fee when the card issuer and the merchant location (as
defined by the card brand, e.g. Visa, MasterCard, American Express) are in different countries. If a GUEST has any questions about the fees
or any exchange rate applied, they may contact their bank or the card-issuing company through which payment was made.
Some accommodation suppliers may require GUEST and/or the other persons, on behalf of whom the booking is made, to present a credit
card or cash deposit upon check-in to cover additional expenses that may be incurred during their stay. Such deposit is unrelated to any
payment received by MVG and solely at the behest of the Hotel.
In “Pay at hotel” model, the concerned hotel will collect the entire payment against the booking at the time of check-in. In case of
international bookings, the payment will be charged in local currency or in any other currency, as decided by the hotel. For security
purposes, the GUEST must provide MVG with correct credit or debit card details. MVG may cancel the booking at its sole discretion in
case such bank or credit card details as provided by the GUEST are found incorrect.
ACTIVITIES AND OTHER SERVICES
‘Activity’ includes day tours & sightseeing, spa & wellness, adventure sports, cruise, theme/ amusement parks, buffets & dining or any other
service/product booked on the Website.
The provider of the Activity will be referred as ‘Activity Provider’, who shall be solely responsible for the provision of the products/
services booked by the GUEST.
ROLE OF MVG AND LIMITATION OF LIABILITY
MVG‘s role is limited to facilitating the procurement of an Activity service by the GUEST from the Activity Provider. The transaction or
the service fulfilment relation is always between the GUEST and the Activity Provider.
MVG shall not provide pick up and drop facility for any Activity unless otherwise explicitly mentioned in the confirmation of the
MVG shall not be liable or responsible for:
Any damage or loss, injury, accident, death, breakdown, irregularity, delay/change in schedule, cancellation without cause, inaccurate
information, deficiency of service/product, or cancellation due to conditions not under the control of Activity Provider;
The health, safety and well-being of the GUEST in the course of availing the Activity or thereafter;
Any incidental or ancillary services which is directly purchased by the GUEST from the Activity Provider;
Any incorrect information provided by the Activity Provider.
The maximum liability of MVG will be limited to refund of booking amount which was received by MVG for reservation of the Activity.
RESPONSIBILITIES OF THE GUESTS
The GUEST agrees to comply with the terms and conditions of Activity Provider in addition to MVG‘s GUEST agreement and terms of
The GUEST will be required to present the booking/confirmation voucher issued by MVG in order to avail the Activity.
The GUEST shall further be in possession of valid documents viz. identity proof, address proof, passport in case of Activity booked outside
India or any other document as specified by the Activity Provider in order to utilize the Activity booked.
The GUEST may be required to sign a waiver/consent form, safety procedure form, medical declaration or other document before availing
the Activity were mandated by the Activity Provider.
The GUEST shall reach out to Activity Provider directly for any concerns subsequent to the confirmation of reservation.
The GUEST should ensure that he qualifies all the eligibility criteria for availing the Activity including but not limited to age limit, weight
limit, medical conditions etc. GUEST understands that in case he is found unfit or illegible for the Activity, Activity provider may or may
not allow the GUEST to avail the said Activity.
PAYMENTS FOR BOOKINGS, AND CANCELLATIONS
Reservations will be subject to cancellation and refund policies of the Activity Provider, which may vary from time to time.
MVG may charge applicable taxes or service charge, convenience fees etc. wherever applicable.
SPECIAL OFFERS AND COUPONS
The following terms will additionally apply to any coupon provided by MVG:
MVG responsibility is limited to sharing the coupon with the GUEST subject to receipt of payment from the GUEST; The redemption of
coupon is GUEST’s responsibility, and providing the service will be the Activity Provider’s responsibility; The expiry date of the coupon
shall be mentioned on the coupon and the GUEST will not be able the use the coupon subsequent to the date of expiry;
The coupon is not redeemable for cash; the coupon once purchased cannot be refunded or cancelled.
OUTBOUND AND DOMESTIC TOURS
“Independent Contractors” means hotelier or hotel owner or any other person or organization which has been selected to render services to
“Outbound Tour” means a tour operated by MVG outside of India and includes, but is not limited to, brochure tours, special tours, packages,
cruise, sightseeing, carnival, cosmos, star cruise etc.
“Tour Cost” means the total booking cost of all the services booked by the GUEST for his outbound tour.
“Booking Fees” means a non-refundable fee or token money deposited at the time of booking by the GUEST.
“Brochure” means catalogue, leaflet, e-mail or any other document containing the details about the itinerary and activities on an outbound
“Infant” means a person below the age of 2 years and child means a person above the age of 2 years and below the age of 12 years.
ROLE OF MVG AND LIMITATION OF LIABILITY
MVG does not control or operate any airline, shipping company, coach, hotel, transport vehicles, restaurant, kitchen caravan or any other
facility or service mentioned in the Brochure. MVG shall not be responsible for any delay, improper service, standard of service provided
by any service provider or any Independent Contractor, or for any injury, death, loss or damage which is caused by the act or default of any
hotel, airlines, shipping companies, cruise, coach owners, tour operators who are MVG‘s independent contractors.
MVG shall not be responsible for any act or actions of co-travellers, co-passengers which may result in injury, damage to the life or limb or
property of the GUEST, or which may lead to interference in enjoying or availing the services provided on the outbound tour. MVG being
merely a facilitator shall not be liable for the following:
Personal injury, sickness, accident, death, loss, delay, discomfort, increased expenses, incidental, consequential loss and/or damage or any
kind of theft howsoever caused to the GUEST or any person travelling with them. Any act, omission, default of any travel agent or third
party or any other person or by any servant or agent employed by them who may be engaged or concerned in the provision of
accommodation, refreshment, carriage facility or service for the GUEST or for any person travelling with him /her. The temporary or
permanent loss of, or damage to, baggage or personal belongings howsoever caused including wilful negligence on the part of any person.
Any delay made in delivery of the service by the concerned service providers. Failure on the part of airline to accommodate passengers
despite having confirmed tickets for any reason whatsoever including overbooking, change of route etc. or failure on the part of hotel to
allow check-in despite confirmed booking for whatever reason. Any claims of any dispute with the tour manager. Any claim arising due to
delay at the airport and if the GUEST has to wait at the airport or at the hotel for check-in due to any technical snag or any other reason not
attributable to MVG, MVG shall not be liable for making any arrangements, including but not limited to food or any hotel arrangement in
case of such delays. Any damages caused to the GUEST due to reasons beyond the control of MVG. In no event shall the entire liability of
MVG for any claims, directly and indirectly, arising out of the tour exceed the total booking amount paid by the GUEST.
There can be exceptional circumstances where the service operators like the airlines, hotels, the respective transportation providers or
concerns may be unable to honour the confirmed bookings due to various reasons like climatic conditions, labour unrest, insolvency,
business exigencies, government decisions, operational and technical issues, route and flight cancellations etc. If MVG is informed in
advance of such situations where dishonour of bookings may happen, it will make its best efforts to provide similar alternative to its
GUEST or refund the booking amount after reasonable service charges, if supported and refunded by that respective service operators. The
GUEST agrees that MVG being an agent for facilitating the booking services shall not be responsible for any such circumstances and the
customers have to contact that service provider directly for any further resolutions and refunds. The maximum liability of MVG in such
events will be to refund the booking amount subject to receipt from the service providers.
All information given in the Brochure is based on the information available at the time of publication. MVG reserves the right to change
any information contained in the Brochure before or after booking the outbound tour due to any event(s) beyond the control of MVG.
In case MVG becomes aware of any change before the departure for an Outbound Tour, MVG will take all reasonable steps to notify the
GUEST before the departure for that Outbound Tour. In the event of MVG becoming aware of the changes post the departure for the
Outbound Tour, the MVG tour manager or local representative will inform the GUEST about the change.
The prices quoted in the brochure will be calculated at the rate prevailing at the time of printing of the brochure. MVG reserves the right to
amend the prices published in the brochure in case of currency fluctuations, changes in the various gross rates of exchange, and/ or fuel
costs, special/ high season charge levied by the suppliers, hike in the airline/ rail charges before the date of departure and to surcharge
accordingly. All such increases in price must be paid for in full before the departure by the GUEST.
Apart from the instant Terms of Service and the GUEST Agreement, some specific terms and conditions are mentioned against the
respective Outbound Tour in the Website as well as email communication and confirmed booking vouchers. Those terms and conditions
also form part of the MVG GUEST Agreement & Terms Of Service and are to be read in consonance with each other.
No claim of the GUEST against any change in the Brochure regarding the Outbound Tour shall be entertained if such changes are due to
reasons beyond the control of MVG.
MEALS AND SPECIAL REQUESTS
The menus are pre-set for meals on the Outbound Tour. The nature of meals is indicated in the Brochure. MVG would not entertain a
request for a special meal nor guarantees a special diet to the GUEST except to the extent mentioned in the brochure.
MVG reserves the right to change the menu if circumstances necessitate such a change. If the GUEST is not able to avail the meals in the
menu for any reason, no claim can be made for the unutilized meal against MVG.
GUEST acknowledges that hotels worldwide serve breakfast at different ( local) time or time as specified in the confirmed booking voucher.
GUEST understands that Hotels do not pack or room deliver breakfast. The meal has to be consumed when served. If the GUEST misses
breakfast due to any reason, no claim for the same shall be entertained.
MVG may, in its sole discretion, entertain the requests for special meals, room allocations subject to such requests being honoured by
respective service providers. MVG would take all the necessary steps to ensure that these special requests are honoured. However, in the
event that such special requests are not honoured, MVG would not be liable for any claim in this regard by the GUEST. Extra cost, if any,
for special meals or any such special requests have to be borne by the GUEST.
GUEST shall bear the additional charges of any special meal if purchased by him/ her and shall not be entitled to recover the same from
If the GUEST fails to avail the meal due to the fault of MVG, then MVG‘s liability is limited to proportionate amount that the GUEST had
paid MVG for the meal while booking the outbound tour.
HOTELS IN THE OUTBOUND TOUR
MVG takes all reasonable steps at the time of selecting the hotels that form a part of the Outbound Tour. The selection is based on an
internal assessment of the respective hotels and such hotels selected are usually the best in the respective categories. MVG endeavours to
provide details of the hotel to the GUEST in advance vide proposed itinerary. However, MVG reserves the right to change hotels before
booking, subject to availability or any other reason beyond its control.
Once the GUEST opts for a certain category or star rating of a hotel, later no claim or dispute with regard to the star category or type of the
hotel shall be entertained by MVG.
MVG would not be held liable or to make good any inconvenience or discomfort caused to the GUEST due to but not limited to the
insufficient services provided at the hotel. MVG acts as a facilitator between the GUEST and the hotel, and would under no circumstances
be held responsible for inadequate services provided by the hotel.
The GUEST would be liable to make good any damage(s) caused by any act of him/her or their accompanying guests to the property of the
hotel in any manner whatsoever. The extent and the amount of the damage so caused would be determined by the concerned hotel. MVG
would not, in any way, intervene in the same.
No request for the change of hotel shall be entertained after the booking is confirmed. If GUEST upgrades the hotel or changes the hotel on
his own, he/she agrees to bear the charges incurred for change in the hotel and shall not be entitled to claim it from MVG.
GUEST shall be responsible for his/ her baggage and valuables. MVG shall not be liable for any loss of baggage or theft of GUEST’s
articles during their stay in the hotels or any time during the tour.
MVG will provide a proposed itinerary to the GUEST before the booking. Such proposed itinerary shall be subject to changes. The
confirmed booking details and hotel vouchers sent to the GUEST before departure and after payment of the entire booking amount shall be
The Outbound Tour price is subject to increase without any prior notice if this rate substantially changes prior to departure, then the GUEST
would be required to pay such incremental tour cost before the departure.
The days and nights of the itinerary are decided as per the availability of hotels and airlines. No claims regarding full utilization of last day
or inclusion in the tour shall be valid.
MVG takes all reasonable steps at the time of finalizing the itinerary for the GUEST to ensure that the itinerary is as per the convenience
and comfort of the GUEST. However, in the event of a change in the itinerary, MVG would inform the GUEST accordingly before the
departure of the GUEST on the Outbound Tour.
Further, in the event of any change beyond the control of MVG in the itinerary of the GUEST post departure for outbound tour, MVG shall
inform the GUEST accordingly as and when such a change occurs. MVG shall not be held responsible in any manner whatsoever for any
loss that a GUEST might suffer consequent to such a change.
MVG reserves the right to claim any additional expenses on account of delays or changes in the itinerary, caused by any reason whatsoever.
MVG reserves the right to amend, alter, vary or withdraw any particular departure, excursion or substitute a hotel of similar category, or any
other aspect of the itinerary, if deemed advisable or necessary.
In the event that the GUEST misses out on any activity on the outbound tour due to delay on his part, MVG would not be held liable to
refund the money paid for the same.
MVG will not entertain any change in the itinerary at the request of the GUEST after booking, as such change might disarray the entire tour.
However, MVG may, in its sole discretion and subject to availability, provide changes in the itinerary made at the request of the GUEST.
GUEST agrees to pay additional cost incurred due to such change/cancellation.
COACH AND SITTING
On the Outbound Tours, coaches are used for transfer purposes, including local sightseeing. There are no seat numbers allocated, and the
GUESTs shall follow instructions of the Tour Manager in this regard.
In case the GUEST is carrying any valuable personal belongings, it is advisable not to leave them behind at the time of disembarking or
leaving the coach. MVG will not be held responsible or liable in case of loss of such items from the coach. All baggage and personal effects
are at all times and in all circumstances, the responsibility of the GUEST.
Any damage caused to the coach during travel as a consequence of the actions of the GUEST shall be payable by the GUEST and MVG
would in no manner whatsoever be liable for the same.
The drivers of the coaches are bound by specific rules like maximum driving hours within a day/ during a week, rest period per day/ week
etc. GUESTs will have to strictly adhere to the prescribed timetable for the day so that the driver can complete the travel. In the event that
any of the sightseeing schedules is missed due to delays caused by the GUEST, the cost of same will not be refunded to the GUEST under
In the event of breakdown of any coach or any vehicle arranged for transportation, MVG will provide an alternative within reasonable time.
MVG shall not be liable for any delays occurred due to such breakdown or traffic jam or for any reasons causing delay in the provision of
alternative coach or vehicle.
Tipping is customary (unless otherwise stated in the brochure) in all parts of the world for services rendered (e.g. porters, coach drivers,
guides, etc.). This is, however, solely at the discretion of the GUEST.
CURRENCY AND TRAVELLERS CHEQUES
It is recommended that the GUEST carries money partly in local currency (i.e. in the currency of the country where he/she is travelling),
partly in traveller’s cheques or travel currency card. Traveller’s cheque is a safe way to carry money as they are easily cashable for a small
service fee charged by the bank and can be replaced if they are stolen or lost, provided you have the traveller’s cheque numbers and the
counterfoil. Alternatively, the GUEST can carry a travel currency card, which is by far the safest way to carry foreign currency and provides
24*7 access to cash at relevant ATMs.
ACCOMMODATION FOR CHILD BELOW 12 YEAR OF AGE
If a child below 12 years of age is booked on the outbound tour without paying for a separate bed, then no separate bed will be provided in
BOOKINGS THROUGH THIRD-PARTY/ TRAVEL AGENTS
In case where a travel agent through whom the GUESTs have booked the Outbound Tour, signs the booking form for and on behalf of the
GUEST, it shall be deemed and construed that the GUESTs have duly authorized the said travel agent to sign on their behalf. The signing of
the booking form by the travel agent would be binding on the GUEST. If the GUEST books with a travel agent, the contract is with the
GUEST’s travel agent and MVG is a supplier to the GUEST’s travel agent. Correct information of the contact details of the GUEST shall be
provided at the time of booking. MVG takes no responsibility for any claims arising out of non-receipt of information if the specified
contact number is not reachable or does not belong to the GUEST.
MVG takes no liability for any promises made to the GUEST by any other travel agent authorized by the GUEST to make bookings. All
products and services are provided as per MVG Broachers or any other document provided to the GUEST at the time of booking the tour. In
case of bookings through other travel agents, refunds (if any) will be made to the travel agent authorized by the GUEST to make bookings.
FORFEITURE OF DEPOSITS
MVG may require the GUEST to pay non-refundable interest-free booking fee at the time of booking the tour. In the event that the GUEST
cancels the booking or fails to adhere to the tour payment schedule as informed in the documentation checklist cancellation charges will
apply as communicated to the GUEST by MVG. Such Cancellation charges will also apply in the event that the visa of the destination
country is not granted or the GUEST is unable to travel on tour booked due to any personal reason, including medical ground or sickness.