Terms of service

Rukiye Zara is a curated short-stay booking platform operated by Rukiyation Hospitality LLP, a limited liability partnership registered in India. We operate www.rukiyezara.com, the Rukiye Zara mobile app, and hospitality software (PMS, Booking Engine, Channel Manager).

We connect guests with hosts who list properties on our marketplace, and we provide software tools to hosts independently of listing.

By accessing or using the Rukiye Zara platform, website, mobile application, or software tools, you agree to these Terms of Service, our Privacy Policy, and any other policies referenced here.

If you use the platform on behalf of a business or entity, you represent that you have authority to bind that entity; "you" includes that entity.

If you do not agree, you must not use the platform or our services.

To use Rukiye Zara you must:

• Be at least 18 years of age.
• Be legally capable of entering binding contracts under applicable law.
• Not be barred from using the platform under applicable law or a prior decision by us.
• Provide accurate, complete, and current registration information.

Guests under 18 must be accompanied by a legal guardian for the whole stay. The adult is responsible for the minor's conduct and compliance with policies.

We may verify eligibility at any time and refuse or revoke access if these conditions are not met.

Creating an account

• Provide accurate information, including name, email, and phone.
• Email and mobile are verified during registration.
• You may not register on behalf of another person without their explicit authorisation.
• One person or entity may not maintain multiple accounts without our written approval.

Account security

• You are responsible for keeping login credentials confidential.
• You are responsible for all activity under your account, authorised or not.
• Notify us immediately at support@rukiyezara.com if you suspect unauthorised access.
• We are not liable for losses from compromised credentials where the breach did not originate on our systems.

Keeping details current

You must keep contact details, bank information (hosts), and tax registrations accurate. We are not liable for failed communications or delayed payouts due to outdated information.

Rukiye Zara is a technology platform that connects guests and hosts. We are not a party to the rental agreement between guest and host, and we do not own, operate, manage, or control listed properties.

By listing, hosts represent they have the legal right to offer short-term rental and that doing so complies with applicable local law, building rules, housing society rules, and permissions.

We do not verify or guarantee listing accuracy, property condition, or user identity beyond our verification processes. Guests should review listings carefully before booking.

• Guests

Making a booking

• Completing a booking forms a reservation with the host under the terms and cancellation policy shown at checkout.
• Review listing details, house rules, cancellation policy, and fees before confirming.
• Payment at booking confirms the reservation once successfully processed.
• Guest details and guest count must be accurate; misrepresentation may lead to cancellation or extra charges at the host's discretion.

During your stay

• Follow house rules on the listing and from the host.
• Treat the property, contents, and shared areas with reasonable care.
• Do not use the property unlawfully or in a way that endangers safety.
• Guests under 18 must be with a legal guardian throughout the stay.
• We are not responsible for property condition, host conduct, or stay disputes, though we may assist where reasonable.

After your stay

• Check out by the time on the listing or as agreed with the host.
• You may be invited to leave an honest review — truthful, not defamatory, abusive, or misleading.
• Damage may be claimed by the host under the listing's damage policy.

Refunds & disputes

Refunds follow the listing's cancellation policy and our Guest policies. For disputes or refund claims, contact support within 24 hours with your booking reference and evidence.

• Elite Hosts
• Paid software hosts

Listing accuracy

• Descriptions, photos, amenities, pricing, availability, rules, and cancellation terms must be accurate, complete, and kept current.
• Do not misrepresent property type, location, condition, or material features.
• Only enforce rules, fees, or restrictions clearly shown on the listing at booking.

Legal compliance

• You warrant you have the legal right to offer short-term rental.
• You are solely responsible for local law, building rules, society rules, permissions, and tax obligations.
• Guest registration, tourist taxes, or ID rules required locally are your responsibility independently of Rukiye Zara.
• We do not provide legal, tax, or compliance advice — consult qualified professionals.

Honouring bookings

• Honour confirmed bookings unless cancellation is allowed by your policy or law.
• Host-initiated cancellation of a confirmed booking entitles the guest to a full refund of amounts paid. Repeated cancellations may reduce visibility, incur penalties, or result in removal.
• Provide accurate check-in instructions; property must be accessible, clean, and as described.

Rates, pricing & payouts

• You are responsible for rates, fees, discounts, and availability you publish.
• Verify figures before go-live and after material changes.
• Marketplace payouts run after guest checkout, subject to your agreement, payment clearance, and no open disputes, chargebacks, or missing KYC or banking details.
• Report missing payouts within 7 days of checkout with the booking reference.

Brand & platform use

• Do not use our name, logo, or branding in your marketing without prior written approval.
• Do not misrepresent your relationship with Rukiye Zara.
• Do not steer guests to book off-platform to avoid fees or policies.

Elite Host programme

Elite Hosts may receive complimentary PMS, Booking Engine, and Channel Manager access for a limited period per onboarding. Access depends on participation, communication, checklist completion, and good-faith use. We may restrict or revoke programme access where conditions are not met. See Host policies.

• Paid software hosts

Licence

Subject to payment and these terms, we grant a limited, non-exclusive, non-transferable licence to use the software (PMS, Booking Engine, Channel Manager, add-ons) for your internal operations during the subscription.

Your responsibilities

• You are responsible for accuracy of data you enter (pricing, availability, tax, channels, properties).
• Only authorised people may access your account; you are responsible for their actions.
• Complete onboarding within any timeframe in your agreement.
• Fees cover access for the billing period; use during a billed period is treated as service delivered.

Third-party integrations

Software connects to OTAs, payment gateways, and channel APIs. We are not responsible for their downtime, policy changes, or data errors. Verify critical sync on our dashboard and the channel after material changes.

Software availability

We take reasonable steps for uptime and reliability but do not guarantee uninterrupted availability and are not liable for losses from maintenance, third-party outages, or events beyond our reasonable control.

Guest payments

• Booking payments are collected via Cashfree Payments (PCI-DSS). We do not store your card details.
• Checkout totals include accommodation and configured fees or taxes.
• Prices are in Indian Rupees (INR) unless stated otherwise.

Host payments & subscriptions

• Software is billed on the cycle stated at purchase (often quarterly); access starts when payment clears.
• A one-time non-refundable Elite Host setup fee applies as offered at onboarding.
• Invoices show GST and gateway charges as line items where required.
• We may suspend access if invoices stay unpaid past the due date.

Taxes

Hosts handle their own tax obligations including GST. We may collect or remit taxes where the law requires but do not give tax advice. GST-registered hosts should keep GSTIN current for correct payout tax treatment.

Chargebacks & disputes

Guests and hosts must cooperate in good faith and supply evidence within the timeframe in notifications. Missing chargeback windows often means automatic loss. Hosts may bear fees or losses per dispute outcome.

Marketplace cancellation and refunds follow the policy on each listing at checkout and our Cancellation & refund policies on the Policies page.

Key principles

• Guests should review cancellation terms before booking; checkout terms are binding.
• We may assist refunds for host cancellation, denied access, significant misrepresentation, or essential utility outage over 6 consecutive hours.
• Hosts who cancel confirmed bookings refund the guest in full for that reservation.
• Software subscription refunds follow Payment & Billing policies and your order terms.

Force majeure

For verified extraordinary events (e.g. natural disasters, government travel restrictions), we may apply modified cancellation handling and will notify parties where relevant.

The following is strictly prohibited for all users:

All users

• False, misleading, or fraudulent information.
• Impersonation.
• Unlawful use of the platform.
• Circumventing fees, security, or verification.
• Harassment, threats, or abuse toward users or staff.
• Malware or harmful code.
• Scraping or copying data without written permission.
• Automated access without permission.

Guests

• Using a property for anything other than agreed short-term stay without host agreement.
• Misrepresenting guest count, identity, or purpose.
• Parties or events without the host's explicit written consent.
• Property damage.

Hosts

• Listing without legal right.
• Misrepresenting listing details, photos, location, or amenities.
• Undisclosed post-booking fees or rules.
• Directing guests off-platform to avoid fees.
• Using our branding without written authorisation.

Violations may lead to suspension, termination, listing removal, payout forfeiture, or legal action, depending on severity.

Rukiye Zara's IP

Platform content — name, logo, design, software, copy, graphics, brand — is owned by or licensed to Rukiyation Hospitality LLP. You may not reproduce, distribute, modify, or create derivatives without written permission.

Host content

By uploading photos, descriptions, and other content, you grant us a non-exclusive, royalty-free, worldwide licence to use, display, reproduce, and distribute it to operate and market the platform (including social and partner channels). You represent you own or have rights to all uploaded content.

Guest content

Reviews may be shown publicly. By submitting, you grant us the right to display and use them in connection with the platform. Reviews must be honest and not defamatory or misleading.

Platform provided as-is

We provide the platform, site, app, and software on an "as is" and "as available" basis. We do not warrant uninterrupted, error-free, or harm-free operation.

No warranty on listings or stays

We do not verify, endorse, or guarantee listing accuracy, property condition, user conduct, or stay outcomes. Reliance on listings is at your risk.

Limitation of liability

To the maximum extent permitted by law, Rukiyation Hospitality LLP and its directors, employees, and agents are not liable for:

• Indirect, incidental, special, or consequential loss from platform use.
• Lost revenue, profits, bookings, or data.
• Losses from third-party failures (payments, OTAs, channels, cloud).
• Losses from incorrect or outdated information entered by users.
• Loss or damage from a stay, including property damage, injury, or theft.

Nothing here limits liability for death or personal injury caused by our negligence, fraud, or other liability that cannot be excluded under applicable Indian law.

Channel manager & OTA sync

We are not liable for losses from incorrect host data, OTA downtime, API changes, mapping errors, duplicate bookings, currency rounding, or delayed updates outside our reasonable control.

You agree to indemnify, defend, and hold harmless Rukiyation Hospitality LLP and its directors, employees, agents, and partners from claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from or related to:

• Your use of or access to the platform.
• Your breach of these Terms of Service.
• Your violation of applicable law.
• Content you submit, post, or transmit.
• Disputes between you and another user.
• Third-party claims arising from your conduct on or through the platform.

By you

You may close your account by contacting support@rukiyezara.com or visiting rukiyezara.com/delete-account. Closure does not cancel active bookings or outstanding financial obligations — resolve those first.

By Rukiye Zara

We may suspend or terminate accounts, restrict access, or remove listings if:

• You breach these terms or applicable policies.
• Your conduct risks safety, trust, or platform integrity.
• Law or a competent authority requires it.
• Your account has no meaningful activity for an extended period without agreement.
• Software invoices stay unpaid (subscribers).

Where reasonable, we give notice and a chance to fix the issue. For fraud, safety risk, or serious breach, we may act without prior notice.

Effect of termination

On termination, your licence ends. We give a limited window to export data before access is removed. Retention follows our Privacy Policy. Financial obligations survive termination.

Between users

Guest–host disputes are primarily for the parties to resolve. We may assist at our discretion but are not obligated to arbitrate or guarantee outcomes.

With Rukiye Zara

Contact support@rukiyezara.com first. We try to resolve complaints within a reasonable time. Matters may be escalated to competent authorities under applicable law.

Governing law & jurisdiction

These terms are governed by the laws of the Republic of India. Disputes that cannot be resolved informally are subject to the exclusive jurisdiction of the courts of New Delhi, India.

We may update these Terms of Service. For material changes we update the "Last updated" date and notify registered users by email or in-app notice where use is materially affected.

Continued use after posting means you accept the updated terms. If you disagree with a material change, you may close your account (section 15).

For questions, concerns, or disputes about these Terms of Service, contact Rukiye Zara support. We aim to acknowledge queries within 7 working days.