Policies · Hotel Villa EverestTerms & Conditions

These Terms & Conditions (“Terms”) govern your use of hotelvillaeverest.com (the “Website”) and any booking you make with us directly. The Website is operated by Villa Everest, a partnership firm with its place of business at Lal Kothi Road (1 AJC Bose Road), Near Circuit House, Darjeeling, West Bengal 734101, India, GSTIN 19AAHFV7380B1ZY (“Hotel Villa Everest”, “we”, “us”, “our”). By using the Website or making a booking, you agree to these Terms. If you do not agree, please do not use the Website.

1.1 Who we are and how to reach us

• Business: Hotel Villa Everest, an 11-room heritage hotel, and Everest Cafe, its in-house cafe and restaurant.
• Email: stay@hotelvillaeverest.com
• Phone / WhatsApp: +91 73648 54463
• Reception hours: 8:00 AM to 9:00 PM IST, every day.

1.2 Related policies

The following policies form part of these Terms and apply to every direct booking: the Privacy Policy, the Booking & Reservation Policy, the Advance Payment & Refund Policy, the Cancellation & No-Show Policy, and the Restaurant & Food Policy. If anything in these Terms conflicts with a specific policy, the specific policy applies.

1.3 Bookings made through third parties

Bookings made through online travel agencies (such as Booking.com, Agoda, Cleartrip or Yatra) or through travel agents are also subject to that party’s own terms, payment rules and cancellation policy. We will honour the policy shown to you at the time you booked with them. Refunds for such bookings are processed by the party you paid.

1.4 Our booking engine and payments

1. Online reservations on the Website are processed through a secure booking engine provided by a third-party service provider ResAvenue Infibeam Avenues Limited,
2. Card and UPI payments are handled by a regulated payment gateway, Razorpay. We do not see or store your full card details.
3. All room prices shown are in Indian Rupees (INR) and are the total price payable, including applicable GST, unless clearly stated otherwise before you pay. We do not add hidden or mandatory charges at checkout.
4. Unless a package says otherwise, our rates are room only (EP). Meals, transfers, extra mattresses and other services are charged separately.
5. A booking is confirmed only when you receive a written confirmation (email, SMS or WhatsApp) with a booking reference number.
6. If a price is displayed incorrectly because of an obvious technical or typing error, we will contact you before your stay and offer you the choice of the correct price or a full refund.

1.5 Using the Website

You agree not to:

• make a false, speculative or fraudulent booking, or book in another person’s name without their authority;
• use another person’s payment method without permission;
• upload or send anything unlawful, defamatory, obscene or harmful through any form, chat or review feature;
• attempt to gain unauthorised access to the Website, its servers or the booking engine, or introduce viruses or malicious code;
• copy, scrape or harvest content or prices from the Website by automated means; or
• use the Website in any way that breaks the Information Technology Act, 2000 or any other Indian law.

We may suspend access or cancel a booking that we reasonably believe breaks these rules. If we cancel a paid booking for this reason, we will tell you why in writing.

1.6 Intellectual property

The Website and everything on it, including text, photographs, videos, logos, the Hotel Villa Everest and Everest Cafe names and marks, design and layout, belong to us or our licensors and are protected by Indian copyright and trademark law. You may view and print pages for your own personal, non-commercial use. You may not copy, reproduce, republish or use our content or marks for any commercial purpose without our written permission.

If you share photos or reviews of your stay on social media and tag us, you allow us to re-share them on our own channels with credit to you. You can ask us to remove them at any time by writing to stay@hotelvillaeverest.com.

1.7 Accuracy of information

We take care to describe our rooms, views and facilities accurately. Mountain views depend on weather and season, and Kanchenjunga may be hidden by cloud or mist for days at a time. Rooms are allotted by our front desk on the day of arrival; any view or floor request is a preference we will try to honour, not a guarantee, unless your confirmation expressly says it is guaranteed. Photographs are representative of the room category.

1.8 Third-party links and services

The Website may link to third-party sites and services (for example our booking engine, maps, payment pages, WhatsApp, or our transfer partner Atharva Travels). We are not responsible for their content or privacy practices. Transfers, sightseeing and other services arranged with partners are provided by those partners under their own terms; we act only as a facilitator unless we tell you otherwise in writing.

1.9 Limitation of liability

1. Nothing in these Terms limits any right you have as a consumer under the Consumer Protection Act, 2019, or our liability for death or personal injury caused by our negligence, or for fraud.
2. Subject to clause 1.9.1, and to the extent permitted by law, our total liability arising from a booking is limited to the amount you paid us for that booking.
3. We are not liable for indirect or consequential loss, such as missed flights or trains, or onward travel costs, that results from events outside our reasonable control (see the Force Majeure clause in the Cancellation & No-Show Policy).
4. Valuables: please use the safe deposit at reception for cash, jewellery, passports and electronics. We take reasonable care of guest property on our premises as required by law.

1.10 Guest conduct and property damage

Guests are responsible for the behaviour of everyone in their party and their visitors. We may ask anyone who endangers others, damages property, or seriously disturbs other guests to leave, without refund for the remaining nights. The reasonable cost of repairing damage beyond normal wear and tear, or of special cleaning (for example after smoking in a room), may be charged to the guest, with photos and an itemised bill provided.

1.11 Reviews and feedback

We welcome honest reviews. We do not offer payment or discounts in exchange for positive reviews, and we do not remove genuine negative reviews, in line with Indian consumer protection guidance on online reviews.

1.12 Changes to these Terms

We may update these Terms from time to time. The version on the Website when you make your booking applies to that booking. The “Last updated” date shows when they last changed.

1.13 Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to the next sentence, the courts at Darjeeling, West Bengal (including the District Court of Darjeeling) have exclusive jurisdiction over any dispute arising from these Terms or your stay. This does not take away your right, as a consumer, to file a complaint before the appropriate Consumer Disputes Redressal Commission, including where you live or work, under the Consumer Protection Act, 2019.

1.14 Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, we have appointed a Grievance Officer:

Detail
Name	Allina Marandi
Designation	Front Office Manager
Address	Hotel Villa Everest, Lal Kothi Road (1 AJC Bose Road), Near Circuit House, Darjeeling, West Bengal 734101
Email	grievance@hotelvillaeverest.com
Phone / WhatsApp	+91 73648 54463
Hours	8:00 AM to 9:00 PM IST, every day

How we handle complaints: we acknowledge every complaint within 48 hours of receiving it and give you a resolution within one month. Complaints about your personal data are resolved within the same one month, well within the 90 days permitted under the DPDP Rules, 2025. Please include your booking reference, if you have one, so we can help faster.

If you are not satisfied, you may contact the National Consumer Helpline (1915 or consumerhelpline.gov.in), file a complaint on the e-Daakhil portal, or, for data protection matters, approach the Data Protection Board of India once you have used our grievance process.