Terms & Conditions
These Terms and Conditions form the terms and conditions for the use of services and products of CUSTCAP SOLUTIONS PRIVATE LIMITED/Tripstacc ( Customer Capital or Tripstacc ).
Any person ( User / You ) who browses, uses, or accesses the website bankofmaharashtra.tripstacc.com (Tripstacc Website), authorized mobile applications, any of its products or services, and/or contacts sales persons, offices, call centers, branch offices, franchisees, agents etc. (all the aforesaid platforms collectively referred to as "Sales Channels of Tripstacc") agree that they are bound by these Terms and Conditions, including any supplementary guidelines and future modifications.
Tripstacc may change, alter or remove any part of these below written Terms and Conditions without any prior notice. Any changes done in this Terms and Conditions will be applicable the moment they are posted on the site. Hence, it is advisable that you re-check the Terms and Conditions link to be fully aware of any changes.
The Terms and Conditions is a legal contract between you being, an individual customer, user, or beneficiary of this service, and Tripstacc.
Tripstacc acts as an intermediary solely to assist customers in gathering travel information, determining the availability of travel-related products and services, doing legitimate reservations or otherwise transacting business with travel suppliers, and for facilitating travel requirements. The customer acknowledges that Tripstacc is merely acting in a limited role as an agent of the service providers offering their services on the Tripstacc platform, and that Tripstacc merely provides intermediary services to facilitate services to you. Tripstacc is not the last mile service provider to you and therefore Tripstacc shall not be deemed to be responsible for, and shall have no liability for, any lack, or deficiency, interruption, change, rescheduling, delay, or cancellation of services provided by any person or entity (including airline, hotel, activity provider or similar agency) that, you may engage or, hire from the content available on the Tripstacc Website (though Tripstacc may pass on such information to customers when requested to do so by any person providing such services). Tripstacc is and shall not be responsible for any refunds in connection with any services offered by any person on the Tripstacc platform (except for passing on such refunds when received from such persons to customers), other than refunds of convenience fees paid made to Tripstacc for the services it provides to customers (subject to such refund requests following these Terms and Conditions and with the terms of the applicable ticket / booking)
Relationship between Bank of Maharashtra and Tripstacc
This website is not owned or controlled by Bank of Maharashtra, its affiliates, subsidiaries, employees, officers, directors, personnel, or agents. Bank of Maharashtra is neither guaranteeing nor making any representation regarding the offers made by Tripstacc. Bank of Maharashtra is acting merely as a facilitator and the services and/or goods purchased are provided by Tripstacc and their partners. Bank of Maharashtra will not be responsible for any service issues or complaints arising from the use of Tripstacc website/app, or any bookings done therein.
Terms of the Airlines:
The airline tickets available through the Tripstacc Website are subject to the terms and conditions of the concerned airline, including but not limited to cancellation and refund policies. Tripstacc merely acts as a facilitator to enable the User to book a flight ticket. The contract of service for utilization of the flight is always between the User and the concerned airline. Airlines retain the right to reschedule flight times, route, change or cancel flights or itineraries independent of and without prior intimation to Tripstacc. As a facilitator, Tripstacc has no control or authority over the logistics of the airlines and therefore is not liable for any loss, direct or indirect, consequential, or incidental, that a User may incur due to such change or cancellation of a flight. Different tickets on the same airline may carry different restrictions or include different services and price. User is advised to read and familiarise himself/herself about these restrictions, if any and proceed with the booking as per their own discretion. The baggage allowance on a given fare is as per the terms decided by the airline, and Tripstacc has no role to play in the same. Some of the fares shown in the booking flow are "hand baggage fares" which do not entitle the User for free check in baggage and therefore the User will be required to pay separately for check in baggage. The prices for adding check-in baggage to a booking may vary from airline to airline. The User is advised to contact the airlines for detailed costs.
Code Share:
Some airlines enter "code share" agreements with other airlines. This means that on certain routes, the airline carrier selling or marketing the flight ticker does not fly its own aircraft to that destination. Instead, it contracts or partners with another airline to fly to that destination. The partner airline is listed as operated by in the booking flow. If your flight is a code share, it will be disclosed to you in the booking process and prior to payment. Tripstacc will disclose any such code-share arrangements to the User, only if the ticketing airline had disclosed it to Tripstacc in the first place.
Pricing:
The total price displayed on the website, on the payment page, usually includes base fare, applicable government taxes and convenience fee. Users are required to pay the entire amount prior to the confirmation of their booking(s). In the event the User does not pay the entire amount, Tripstacc reserves its right to cancel the booking. User agrees to pay all statutory taxes, surcharges, and fees, as applicable on the date of travel. To avail infant fares, the age of the child must be under 24 (twenty four) months throughout the entire itinerary. This includes both onward and return journeys. If the infant is 24 (twenty four) months or above on the return journey, User will be required to make a separate booking using a child fare. So, for example if you have booking onward will be 2 (two) adult 1 (one) infant and then return flight will have to be booked separately of 2 (two) adult 1 (one) child. Any infants or children must be accompanied by an adult as per the terms of the airlines.
Travel Documents:
It shall be the sole responsibility of the User to ensure they are in possession of valid travel documents such as identity proof, passport, visa (including transit visa) etc. to undertake the travel. User agrees that in case of inability of the User to travel or of any such individual related to the User who is travelling with the User or by themselves, for not carrying valid travel documents, Tripstacc shall in no way be held liable by the User or any other third party for any damage. User understands that the information (if any) provided by Tripstacc regarding the travel documents is only advisory in nature and cannot be considered conclusive. The User shall ensure checking of the requirements of travel documents with their respective airlines in the respective jurisdictions the User may transit through or choose to visit.
Check-in Terms:
User should check with the airlines directly regarding the check-in timings. Usually, check-in begins 2 (two) hours before departure for domestic flights, and 3 (three) hours before departure for international flights. User should carry valid identification proofs, passport, age proofs as may be required to prove the identity, nationality and age of the passengers travelling on a ticket, including infants. The User shall solely be responsible for complying with the check-in requirements and Tripstacc shall not be liable for ensuring the check-in requirements for the User.
Use of Flight Segment:
In the event User does not embark on the onward journey, the entire PNR pertaining to that booking shall be automatically cancelled by the airline. In such a scenario Tripstacc has no control in the said process nor will be obligated to provide alternate bookings to the User. The cancellation penalty in such an event shall be payable by the User as per the applicable airline rules.
Changes to Existing Booking:
Any changes that are made to any existing booking shall be subject to certain charges levied by the respective airline, apart from the service fee charged by Tripstacc. The User shall be obligated to pay applicable charges in the event of any alteration ormodification to an existing booking. However, depending on the airline's policy and fare class, charges for changes or modifications to existing bookings may vary. Tripstacc may take time to revert / confirm on changes to the existing bookings as it may have to coordinate with multiple suppliers at the backend and hence may not be able to address user queries real time.
Refund of Airline Costs:
Refunds will be processed as per the airline fare rules and cancellation policy. Such refunds shall be subject to Tripstacc receiving the same from the airlines. However, the convenience fee paid to Tripstacc paid at the time of booking is a non-refundable fee. In cases of cancellation, the points redeemed will be refunded back to the account. In case, if you cancel the booking no points will be earned / provided against that booking. All cancellations made directly with the airline need to be intimated to Tripstacc, to initiate the process of refund. The processing time for refunds may vary depending on the mode of payment, bank etc. The refund shall be processed after deducting the Tripstacc service fee which is independent of the convenience fee as mentioned above. The refund will be credited to the same account from which the payment was made. For example, if the User used a credit card, Tripstacc will make an appropriate charge reversal to the same credit card; likewise, if the User had used a debit card, Tripstacc will credit the money to the same debit card. In the event of cancellation and refund of partially utilized tickets, upfront discount and promo code discount availed at the time of booking would be deducted from the refund amount.
Airline Pregnancy Rules:
All airlines recommend pregnant ladies to consult a doctor before traveling at any point during their pregnancy. Any User who is pregnant shall read the rules of the respective airlines before planning their trip. The User herein shall strictly follow the below mentioned points:
- Taking a medical clearance from User s healthcare provider or doctor not more than 7 (seven) days before User s journey stating that the User is fit to travel.
- User shall avoid taking flights if User s pregnancy is complicated and risky in nature.
- User shall take her due date into consideration for return trip.
- If the User is travelling on long-haul flights, the User may evaluate and decide, if her physical frame allows her to take a hectic flight journey as the seat-width may be uncomfortable in case of heavy pregnancy.
- For detailed information about the same, the User shall contact the airline, the User is travelling with.
Terms of the Hotels/ Hotel Bookings:
Tripstacc acts as a facilitator and merely provides an online platform to the User to select and book a particular hotel. Hotels in this context includes all categories of accommodations such as hotels, homestays, guest houses, bed and breakfast stays, farmhouses, and any other alternate accommodations. All the information pertaining to 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 / supplier to Tripstacc. 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 User with the hotel directly and shall be resolved between the User and hotel. Tripstacc will have no responsibility in that process of resolution and shall not take any liability for such discrepancies.
1Information from the Hotel and the Terms of the Hotel:
The hotel booking voucher which Tripstacc issues to a User is solely based on the information provided or updated by the hotel regarding the inventory availability. Under no circumstances can Tripstacc be held liable for failure on part of a hotel to accommodate the User 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 Tripstacc 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 Tripstacc (subject to availability at that time) or refunding the booking amount (to the extent paid) to the User. Any other service-related issues should be directly resolved by the User with the hotel or the supplier. Hotels reserves the sole right of admission and Tripstacc 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 resident to check-in as guests. Tripstacc will not be responsible for any check-in denied by the hotel due to the aforesaid reasons or any other reason not under the control of Tripstacc. No refund would be applicable in case the hotel denies check-in under such circumstances.
Responsibilities of the User:
The User would be liable to make good any damage(s) caused by any act of him/ her/ or their accompanying guests (wilful/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. Tripstacc 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 User must 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 User 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 and 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 User is only for 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 User at the hotel, including laundry, room service, internet, telephone, extra food, drinks, beverages etc. shall be paid by the User 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. Tripstacc will have no control over waiving the same.
Payment for Bookings and Additional Payments:
Booking of a hotel will be Prepaid as per the options made available by a hotel on the Tripstacc Website. In Prepaid model, the total booking amount is paid by the User 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 Tripstacc. Payment can be made either in INR (Indian Rupees) 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, example Visa, MasterCard, American Express) are in different countries. If a User 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 User 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 Tripstacc and solely at the behest of the hotel.
Refund of Hotel Costs:
Refunds will be processed as per the hotel / supplier rules and cancellation policy. Such refunds shall be subject to Tripstacc receiving the same from the hotel / suppliers. However, the convenience fee paid to Tripstacc paid at the time of booking is a non-refundable fee. In cases of cancellation from the hotel the points redeemed will be refunded back to the account, less adjustments for any charges which may be levied by the hotel. Points will be credited to the user only post completion of the stay and as per the processing cycle of their respective card issuer.
All cancellations made directly with the hotel need to be intimated to Tripstacc, in order to initiate the process of refund. The processing time for refunds may vary depending on the mode of payment, bank etc. The refund shall be processed after deducting the Tripstacc service fee which is independent of the convenience fee as mentioned above.
The refund will be credited to the same account from which the payment was made. For example, if the User used a credit card, Tripstacc will make an appropriate charge reversal to the same credit card; likewise, if the User used a debit card, Tripstacc will credit the money to the same debit card.
In the event of cancellation and refund of partially utilized tickets, upfront discount and promo code discount availed at the time of booking would be deducted from the refund amount.
Refunds in cases where Airlines/Hotel is declared as Insolvent or Bankrupt Customer Capital/Tripstacc shall not be liable to pay any refunds whatsoever in cases where the airlines, airline companies, hotel, homestays, guest houses closes its operations or declares itself as insolvent. The User, customers, clients, or such third party shall not hold the Customer Capital or Tripstacc liable to pay the refunds as assured at the time of booking of ticket in cases where the airlines, airline companies, or hotel closes its operation or declares itself as insolvent.
Communication Policy of the Site:
On transacting with this Tripstacc Website, you will receive an e-mail from Customer Capital for the status of your transaction. The e-mail will be sent to the e-mail address provided by you and Customer Capital is not responsible for the receipt of the supposed e-mail in your inbox. Be careful and ensure in providing the correct e-mail ID.
The customer acknowledges that the SMS sent by Customer Capital is an added facility for the convenience of the customers. It is not compulsory as per the law to provide SMS service alerts to the customers. If you do not receive any SMS for any reason, Customer Capital is not liable for the same. Customer Capital is not responsible to provide information about any change in flight schedules, cancellation and status of airline or hotel etc.
Sharing of Personal Information:
Our customer support team will never ask you for your card/bank details or PIN or OTP. In any case, you are advised not to share your card details or any form of password with us. Customer Capital does not assume any liability arising out of such negligence on the part of the customer/User. User shall also refer to Tripstacc Privacy Policy available on the Tripstacc Website which governs the use of your personal information shared to us for the purpose of providing you Tripstacc services/products and other purposes as maybe provided thereunder the Tripstacc Privacy Policy. Tripstacc does not process any personal data of the User without the specific consent from the User, and the User shall be required to provide specific consent as provided under the Tripstacc Privacy Policy for the processing of its personal information.
Right to Cancel
The User expressly undertakes to provide Tripstacc with correct and valid information while making use of the Tripstacc Website under this Terms and Conditions, and not to make any misrepresentation of facts. Any default on part of the User would disentitle the User from availing the services from Tripstacc Website.
In case Customer Capital or Tripstacc discovers or has reasons to believe at any time during or after receiving a request for services from the User that the request for services is either unauthorized or the information provided by the User or any of the travellers is not correct or that any fact has been misrepresented by that User, Customer Capital shall be entitled to appropriate legal remedies against the User, including cancellation of the bookings. In such an event, Tripstacc shall not be responsible or liable for any loss or damage that may be caused to the User 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 Customer Capital or Tripstacc to cancel any booking, Tripstacc will cancel the same without approaching the concerned User whose booking has been cancelled.
The User shall not hold Customer Capital or Tripstacc responsible for any loss or damage arising out of measures taken by Customer Capital for safeguarding its own interest and that of its genuine customers. This would also include Tripstacc denying or cancelling any bookings on account of suspected fraud transactions.
Copyright & Trademarks:
Products, services and contents displaying on Tripstacc are the properties of the Tripstacc Website. Any unauthorized copy and use of the trademark product and services without prior consent will be taken as larceny and strict actions may be taken against the concern person/entity/organization/company.
Tripstacc gives you a limited right to enter, explore, use and transact on Tripstacc Website. You agree not to misuse its materials and interrupt the operation of the Tripstacc Website in any way. You understand that except for information, products or services supplied by Tripstacc do not endorse any other information in anyway. You also understand that Tripstacc does not assure that files available for downloading through the Tripstacc Website will be free from any type of viruses.
Confidentiality:
Any information which is specifically mentioned by Tripstacc as confidential shall be maintained confidentially by the User and shall not be disclosed unless as required by law or to serve the purpose of this Terms and Conditions and the obligations of both the parties herein.
Force Majeure:
There can be exceptional circumstances where Customer Capital and / or the Tripstacc may be unable to honour the confirmed bookings due to various reasons like act of God, labour unrest, insolvency, a pandemic, an epidemic, business exigencies, government decisions, terrorist activity, any operational and technical issues, route and flight cancellations etc. or any other reason beyond the control of Customer Capital and/or Tripstacc. If Customer Capital and/or Tripstacc 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 User or refund the booking amount after deducting applicable service charges, if supported and refunded by that respective service operators. The User agrees that Customer Capital and/or Tripstacc being merely a facilitator of the services and products booked, cannot be held responsible for any such Force Majeure circumstance. The User has to contact the Service Provider directly for any further resolutions and refunds.
The User 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, Customer Capital or Tripstacc s obligation shall be limited refunding the booking amount, if any, received from the customer. Such refund shall completely discharge Customer Capital or Tripstacc from all liabilities with respect to that transaction. Additional liabilities, if any, shall be borne by the User.
In no event shall Customer Capital or Tripstacc 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 Tripstacc Website or any other Sales Channel of Customer Capital/Tripstacc.
Law & Jurisdiction:
For all complaints, suits, claims or disputes of whatsoever nature relating to any products made available in the Tripstacc Website, the courts and tribunals in Mumbai, India alone shall have exclusive jurisdiction.
Grievance Redressal:
Tripstacc strongly believes in resolving the issues raised by the User(s). In the event if a User feels that it has certain concerns relating to the Tripstacc Website or service related concerns, or any of the previously raised concern has not been resolved to the User s satisfaction, the User may contact our grievance officer, who shall endeavour to redress the concern within 30 (thirty) days from the date of escalation. To reach the grievance officer please the contact details provided below to submit the details. User(s) are advised to escalate to the grievance officer only when they have already raised their complaint which has not been resolved to their satisfaction, or their concern has not been resolved within 30 (thirty) days from the date of ticket generation. User(s) will be required to share their booking reference number and the ticket ID generated for their complaint with the grievance officer. The details of the Grievance Office are as follows:
Name: Nishit Gandhi
E-mail: nishit.gandhi@customer-capital.com
Customer Care Contact No. : XXXX
