Terms of Service

1. Famlo and these terms

Famlo Traveltech Private Limited operates a marketplace and technology platform that connects Guests with independent Hosts who offer accommodation. Famlo is an intermediary for discovery, booking requests, payment records and platform support; it does not own or operate a Host’s property merely because it is listed on Famlo. Hosts are responsible for the accommodation they offer, and Guests are responsible for the requests and stays they make.

These terms govern Guest accounts, booking requests and use of the platform. Hosts also agree to the Host Terms & Standards. Read the listing, house rules, price breakdown and cancellation terms before requesting a stay.

You must be at least 18 and able to enter into an agreement to hold an account or make a booking. Keep your account and contact details accurate, protect your sign-in codes, and use only payment methods you are authorised to use. The person making the booking is responsible for the details supplied for their travel party and for complying with laws that apply to their use of Famlo and the stay.

2. A request becomes a booking only after confirmation

The booking journey is: request → payment verified → Host decision → confirmed, rejected or timeout. Submitting a request or seeing a successful return page in your browser does not confirm payment or reserve a confirmed stay. Famlo verifies payment through its payment records and provider confirmation.

After payment is verified, the Host must accept within the response deadline shown for the request. A stay is confirmed only when Famlo records Host acceptance and shows the booking as confirmed. Check the status in your account and the confirmation notice before travelling. Rejection or expiry without acceptance follows the Cancellation & Refunds policy.

3. Prices and payment

Review the dates, number of Guests, accommodation charges, applicable discounts, taxes and any displayed fees before paying. The recorded booking price and applicable cancellation terms govern that request. Do not send payment outside the platform to bypass the booking process. A supported payment provider processes the payment method and returns transaction status to Famlo; the provider is not the Host and does not decide whether a booking request is accepted.

Payments, refunds and Host payouts have separate statuses. A debit, payment receipt or refund eligibility does not by itself mean a stay is confirmed or a refund is complete. The detailed Payments, Fees & Payouts and Tax & Invoicing policies explain these records.

4. Your stay and responsibilities

Provide accurate Guest details, follow the listing’s occupancy limits and house rules, and respect the property, neighbours and other Guests. Contact the Host through the available booking channels for check-in arrangements after confirmation. Report inaccurate listings, inability to check in, unsafe conditions or other stay problems promptly through Contact Famlo.

Hosts are responsible for the accommodation they list and deliver. Listing review does not guarantee every aspect of a property or remove the need to check whether a stay meets your needs. Famlo handles platform support and reviews reported issues using the available evidence.

5. Cancellations and refunds

The Cancellation & Refunds policy forms part of these terms. It covers Guest cancellation, Host cancellation, rejection, timeout, failed payments and refund progress. A support message is not itself a completed cancellation; use the cancellation action where available and check its recorded result, or ask support for help if the action is unavailable.

6. Content, intellectual property and acceptable use

You retain responsibility for content you submit and must have permission to share it. You permit Famlo to host, display, format and use listing content, photographs, stories and reviews as needed to operate, promote and present the service. This permission does not transfer your ownership. Famlo’s name, branding, software and original platform materials remain protected by applicable intellectual-property laws and may not be copied or misused without permission.

Do not post unlawful, misleading, discriminatory, abusive or privacy-infringing material; infringe another person’s intellectual-property rights; manipulate reviews; impersonate others; misuse accounts or payment methods; scrape protected areas; introduce malicious code; or attempt to disrupt or bypass the platform.

Famlo may investigate reports, restrict content, suspend accounts or remove listings for violations, fraud, safety concerns or unmet verification requirements. Existing bookings, refunds and payment records remain subject to their applicable policies; suspension does not erase those obligations.

7. Availability, suspension, support and changes

Famlo may maintain, change or temporarily interrupt features and may correct pricing, listing, availability, payment-status or other technical errors. Internet, device and provider failures can affect availability. Famlo does not promise uninterrupted access or a guaranteed response or restoration time. If an error affects a booking or captured payment, Famlo reviews the recorded transaction and applicable policy rather than treating a browser message as final.

Famlo may restrict, suspend or terminate access for serious or repeated breaches, fraud, security or safety risk, legal requirements or failed verification. Where appropriate, Famlo may ask for corrective information before restoring access. Contact Famlo for platform issues and use Grievance Redressal for formal complaints. These terms do not exclude rights or remedies that cannot be excluded under applicable law.

The effective date, update date and version appear above. Policy updates apply from their stated effective date; retain the booking terms and price information provided with your request. Privacy practices are described separately in the Privacy Policy.