1. Acceptance of These Terms
These Terms & Conditions ("Terms") govern access to and use of Hotel Mitra's website and application (together, the "Services"), operated by [LEGAL ENTITY NAME OPERATING HOTEL MITRA] ([COMPANY REGISTRATION / GSTIN NUMBER, IF APPLICABLE]) ("Hotel Mitra", "we", "us", or "our").
By creating an account, logging in, or otherwise using the Services, you agree to these Terms and to our Privacy Policy, which is incorporated into these Terms by reference. If you are using the Services on behalf of a hotel, guest house, restaurant, or other business ("Property"), you confirm that you are authorized to accept these Terms on that Property's behalf, and "you" in these Terms refers to both you individually and the Property.
If you do not agree to these Terms, do not use the Services.
2. Description of Service
Hotel Mitra is a software-as-a-service platform that helps Properties manage day-to-day operations, including guest check-in/check-out, room and booking management, staff access and roles, billing, and, where enabled, restaurant/menu management, guest room-service ordering, digital room-key issuance, and WhatsApp-based guest messaging.
The Services are provided as a tool for Properties to run their own business. Hotel Mitra is not a hotel, restaurant, or hospitality operator itself, does not take bookings on a Property's behalf, and is not a party to the relationship between a Property and its guests.
3. Accounts and Eligibility
You must provide accurate, current information when creating an account and keep your login credentials confidential. You are responsible for all activity that occurs under your account, including actions taken by staff you grant access to.
Accounts are role-based (for example, Hotel Owner, Hotel Admin, Hotel Manager, and the equivalent restaurant roles). A Property Owner is responsible for deciding which staff receive access and at what role, and for promptly removing access for staff who no longer need it.
Hotel Mitra may suspend or disable an account where required for security, non-payment, or a violation of these Terms - see Section 12 (Suspension and Termination).
4. Property Responsibility for Guest Data
A Property is solely responsible for lawfully collecting, entering, and using Guest information (including identification documents) within Hotel Mitra, in accordance with applicable law and its own operational and legal obligations as a hospitality business. This includes obtaining any consent or providing any notice required from a Guest before collecting their information.
Hotel Mitra provides the platform on which this information is recorded and stored, and applies the safeguards described in the Privacy Policy, but does not itself decide what Guest information a Property chooses to collect or how a Property uses it operationally.
5. Subscriptions, Modules, and Billing
Hotel Mitra is offered as a set of individually enabled modules/packages (for example, Front Desk and Restaurant & Menu) rather than one fixed plan. Some modules may be offered on a trial basis for a limited period before requiring an active subscription.
Enabling a paid module currently follows a request-and-approval process: a Property (or its Super Owner) requests a module, and Hotel Mitra reviews and approves it. Applicable fees, invoicing, and payment instructions for paid modules are communicated separately and are not processed automatically through the Services via a card or online-payment integration at this time.
Hotel Mitra may change which modules are available, their features, or their pricing going forward; changes will not retroactively alter fees already agreed for a current billing period.
6. Acceptable Use
When using the Services, you agree not to:
- Use the Services for any unlawful purpose, or in a way that violates applicable hospitality, data-protection, or consumer-protection law.
- Attempt to gain unauthorized access to another Property's account, data, or guest records.
- Interfere with or disrupt the integrity or performance of the Services (for example, attempting to bypass rate limits or security controls).
- Upload or enter information you do not have the right to collect or share, or that infringes a third party's rights.
- Reverse engineer, decompile, or attempt to extract the source code of the Services, except where applicable law expressly permits it.
- Resell, sublicense, or provide the Services to a third party as your own product without Hotel Mitra's written consent.
7. WhatsApp / Meta Integration
Where a Property chooses to connect its own WhatsApp Business Account through Hotel Mitra (see the Privacy Policy's WhatsApp section for what this involves), the Property is responsible for that WhatsApp Business Account and for complying with Meta's own applicable terms and policies for WhatsApp Business/the Cloud API, in addition to these Terms.
Hotel Mitra facilitates this integration on the Property's instruction but does not control, and is not responsible for, Meta's platform, policies, availability, or decisions (such as template approval or account status) regarding a Property's WhatsApp Business Account.
8. Intellectual Property
Hotel Mitra and its licensors own all rights, title, and interest in the Services, including the software, design, and Hotel Mitra branding. These Terms do not grant you any ownership interest in the Services - only a limited, non-exclusive, non-transferable right to use them as intended for your Property's own operations for as long as your account is active.
As between you and Hotel Mitra, a Property retains ownership of its own business data and the Guest data it enters into the Services, subject to the terms of the Privacy Policy governing how Hotel Mitra processes and retains that data.
9. Data Retention
Data retention is described in full in the Privacy Policy. In summary: guest identification documents and associated guest records are intended to be retained for up to 5 years from the date of the stay. Records remain readily accessible through the Services for up to 2 years from the date of the stay; beyond 2 years and up to the 5-year retention period, records are still retained but may require a request to Hotel Mitra support to access, rather than being available through ordinary in-platform browsing.
See the Privacy Policy for the complete retention policy, including account/technical data retention.
10. Service Availability and Disclaimers
Hotel Mitra aims to keep the Services available and reliable, but does not guarantee that the Services will be uninterrupted, error-free, or available at all times - maintenance, third-party outages (including cloud hosting or Meta/WhatsApp availability), or unforeseen issues can affect access.
The Services are provided "as is" and "as available," without warranties of any kind, express or implied, to the maximum extent permitted by applicable law.
11. Limitation of Liability
To the maximum extent permitted by applicable law, Hotel Mitra will not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Services, including loss of revenue, data, or business opportunity, even if advised of the possibility of such damages.
Nothing in these Terms limits liability where such limitation is not permitted by applicable law (for example, liability for fraud or for death or personal injury caused by negligence, where applicable).
12. Indemnification
You agree to indemnify and hold Hotel Mitra harmless from claims, damages, and reasonable expenses arising from your Property's misuse of the Services, your Property's violation of these Terms, or your Property's violation of applicable law in how it collects or handles Guest data.
13. Suspension and Termination
Hotel Mitra may suspend or disable an account for security reasons, suspected misuse, non-payment for a paid module, or a violation of these Terms. Where an account is disabled, the user is signed out and required to re-authenticate; this does not, by itself, delete the Property's underlying data.
A Property Owner may stop using the Services at any time. A Property Owner can also permanently delete a specific check-in record and its associated data through the Services where that feature is available to their role; this action is irreversible and is separate from Hotel Mitra's own data-retention schedule described in Section 9.
14. Governing Law and Jurisdiction
These Terms are governed by the laws of India, without regard to conflict-of-law principles. Subject to applicable law, any dispute arising from these Terms or the Services will be subject to the exclusive jurisdiction of the courts of [CITY/STATE OF JURISDICTION FOR LEGAL DISPUTES].
15. Changes to These Terms
We may update these Terms from time to time, including to reflect changes in the Services or applicable law. The "Last Updated" date at the top of this page shows when it was last revised. Continued use of the Services after an update constitutes acceptance of the revised Terms.
16. Contact Us
Questions about these Terms can be sent to:
- Email: hotelmitra.co.in@gmail.com
- Phone: +91 98292 70744
- Address: IHDP Business Park, Noida-Greater Noida Expy, Sector 127, Noida, Uttar Pradesh 201313, India