Terms & Conditions
Platform use, Hotel SaaS subscriptions and refund policy governing access to KnectHotel.
1. Acceptance of Terms
These Terms & Conditions (“Terms”) govern access to and use of KnectHotel's website, guest mobile applications, Hotel Admin Panel and associated software services. KnectHotel is operated by KnectngHotel Services LLP (“KnectHotel”, “Company”, “we”, “us” or “our”). These Terms apply to guests, Hotels, authorised Hotel personnel and other users, as relevant. By accessing or using the platform, you agree to the applicable provisions. Hotel subscriptions may also be governed by a separate order form, subscription agreement or written commercial agreement. If you do not agree, discontinue using the relevant service.
2. Nature of KnectHotel's Business
KnectHotel is solely a technology and software platform provider. It is not a hotel, booking provider, travel agent, tour operator or provider of physical hospitality services. It provides software tools that enable Hotels to manage their own operations and facilitate communication with guests. Features may include guest communication, digital service-request management, housekeeping and maintenance requests, in-room dining requests, facility and appointment request tools, pre-check-in and check-out workflows, administration dashboards, notifications, complaint-routing tools, reporting and third-party integrations. These features do not mean KnectHotel itself provides, sells, confirms, reserves or guarantees the underlying hospitality services. KnectHotel does not own, operate, manage or control participating Hotels' physical premises.
3. Relationship Between KnectHotel, Hotels and Guests
The Hotel is an independent business responsible for hospitality services it provides. Unless expressly agreed otherwise in a separate written agreement, KnectHotel does not enter into accommodation or hospitality service contracts with guests, receive or hold guest payments for Hotel services, approve Hotel refunds or undertake to deliver physical services offered by Hotels. Hotels are responsible for accommodation and reservations; check-in and check-out; food preparation and safety; housekeeping and maintenance; facilities; staff and contractors; premises and safety; licences; service pricing and taxes; cancellations and refunds; operational complaints; and compliance with applicable law. KnectHotel may facilitate communication or provide technical support, but this does not transfer Hotel responsibilities to KnectHotel. Nothing excludes KnectHotel's own obligations under law or contract.
4. Guest Use of the Platform
Guests may use available features to communicate with a Hotel or submit service requests. Guests must provide accurate information where required and must not impersonate others, misuse the platform, interfere with operation, attempt unauthorised access or submit fraudulent or unlawful content. Submitting a request does not automatically mean the Hotel has accepted, confirmed or completed it. Guests should check confirmation and contact the Hotel directly when necessary. KnectHotel does not guarantee that every request will be accepted or fulfilled within a particular period. KnectHotel is not an emergency response service; in an emergency, contact appropriate emergency services and Hotel personnel directly.
5. Hotel Partner Responsibilities
Hotels using KnectHotel agree to provide accurate property, service and pricing information; maintain required registrations, licences and permits; configure accounts and authorised users appropriately; monitor and respond to guest requests; fulfil accepted requests in accordance with their commitments; maintain appropriate operational, safety and hygiene standards; disclose cancellation and refund policies; handle payments received by the Hotel and process applicable refunds; comply with consumer, tax, hospitality and privacy laws; protect guest information and restrict access to authorised personnel; and use the software in accordance with these Terms and any subscription agreement.
Where a Hotel asks a guest to upload or provide an identity document for pre-check-in or registration, the Hotel is responsible for determining the lawful need for collection, providing any required notice, ensuring an appropriate legal basis or consent where required, using the information only for legitimate purposes, and complying with applicable requirements for access, security, retention and deletion. Hotels remain responsible for their personnel, premises, operational decisions and hospitality services, subject to applicable law.
6. SaaS Subscription Plans and Fees
KnectHotel offers subscription-based software services to Hotels and other eligible hospitality establishments. Subscription fees, billing frequency, included features, duration, setup fees, integration charges and other conditions will be specified in the selected plan, order form, invoice or written agreement. Applicable taxes, including GST, will be charged in addition to stated fees where required by law. A subscription provides the right to access specified software features during the applicable period, subject to these Terms and any separate agreement. Fees are payable according to the billing schedule. A Hotel's failure to use the software does not automatically cancel its payment obligations.
7. Subscription Cancellation and No-Refund Policy
GENERAL POLICY:
All subscription fees and other charges paid to KnectHotel are non-refundable as a general rule, except where KnectHotel approves an exception on a case-by-case basis or a refund is required under applicable law. This applies to subscription fees paid by Hotels for KnectHotel software, including setup or integration charges where expressly designated as non-refundable and where lawful.
7.1 Circumstances Ordinarily Not Eligible
Non-use or limited use; failure to use all included features; changes in business requirements; closure or suspension of the Hotel; failure to onboard or train staff; discontinuation before the end of a paid period; cancellation or termination initiated by the Hotel; change of mind after purchase or renewal; preference for another provider; or temporary interruptions that do not otherwise create a contractual or legal entitlement to a refund.
7.2 Case-by-Case Exceptions
KnectHotel may review exceptional requests, considering the circumstances, supporting information, applicable commercial agreement and legal requirements. Factors may include duplicate payments, demonstrable billing errors, exceptional technical circumstances or material failure to provide a service expressly agreed under the subscription. A request does not guarantee approval. Any approved amount and processing arrangements will be communicated to the Subscriber.
7.3 Legal Exceptions
Nothing excludes a refund, credit, remedy or right KnectHotel is required to provide under law or an enforceable contractual commitment.
7.4 Cancellation
Cancellation follows the procedure and notice requirements applicable to the plan or commercial agreement. Unless otherwise agreed, cancellation prevents renewal for subsequent periods but does not automatically entitle the Subscriber to a refund for the current paid period. Access may continue until the end of the paid period, subject to payment status, contract terms, security requirements and lawful suspension or termination.
7.5 Automatic Renewal
Where offered, renewal frequency, fees, authorisation and cancellation procedure will be disclosed before authorisation. Cancelling a recurring payment mandate must follow the payment provider's procedure and legal requirements and does not automatically extinguish outstanding contractual obligations.
7.6 Plan Changes
Upgrades, downgrades or changes are governed by plan terms or written agreement. Fees already paid are not ordinarily refundable solely because the Subscriber changes plans, unless KnectHotel agrees or law requires otherwise.
8. Payment Terms
Hotels must pay subscription fees and other agreed charges using payment methods made available by KnectHotel. Hotels are responsible for accurate payment details and authorisation. Third-party payment providers may apply their own terms and procedures. KnectHotel may restrict paid-feature access for overdue or unsuccessful payments, subject to law and the commercial agreement. KnectHotel does not collect or hold guest payments for hospitality services through its guest application under its current operating model. Guests pay the relevant Hotel directly through its payment arrangements.
9. Guest Bookings, Payments and Refunds
KnectHotel provides technology for communication and service coordination and is not itself the booking or hospitality service provider. The relevant Hotel is responsible for accommodation bookings, service acceptance, prices, payment collection, cancellations and refunds relating to its services. Where guests submit requests or view reservation information through the platform, the Hotel remains responsible for confirming arrangements. Guests should contact the Hotel about disputes concerning accommodation, food, facilities, charges or refunds. KnectHotel may help route a complaint or facilitate communication but does not thereby assume responsibility for the underlying service or become liable to pay a refund it did not receive. Mandatory legal rights and obligations remain unaffected.
10. Software Availability and Maintenance
KnectHotel will make reasonable efforts to maintain software availability and functionality. The platform may be unavailable due to planned maintenance, upgrades, infrastructure or connectivity issues, security incidents, third-party outages or other circumstances beyond reasonable control. Where practicable, we may provide advance notice of maintenance materially affecting access. We do not guarantee uninterrupted or error-free operation or that every notification or third-party update will arrive without delay. Temporary interruptions do not automatically entitle a Subscriber to a refund, credit or extension unless the agreement or law provides otherwise.
11. Third-Party Integrations
KnectHotel may integrate with property management systems, channel managers, payment providers, cloud services and other technology. Integration operation may depend on third-party availability, permissions, API functionality, commercial terms and technical requirements. KnectHotel is not responsible for independent third-party actions or failures beyond its reasonable control, subject to its own contractual and legal obligations. Hotels should maintain operational procedures for urgent guest needs and verify important booking, payment and service information where necessary.
12. Intellectual Property
The KnectHotel name, logo, branding, software, interface, website, documentation and other Company-owned intellectual property remain the property of KnectngHotel Services LLP or its licensors. Subject to these Terms and the applicable subscription, Subscribers receive a limited, non-exclusive, non-transferable right to use the software for its intended business purposes during the subscription period. Users must not copy, sell, distribute, modify, reverse engineer or commercially exploit the platform except as permitted by the agreement or law. Hotels retain ownership of their trademarks and content while granting KnectHotel permissions reasonably necessary to operate the platform and provide agreed services.
13. User Content and Acceptable Use
Users are responsible for content and information they submit. Users must not upload malicious code, infringe third-party rights, disclose another person's private information without appropriate authority or use the platform unlawfully. KnectHotel may investigate suspected misuse and restrict access where reasonably necessary for security, legal compliance or platform integrity.
14. Privacy and Data Protection
Personal information is handled in accordance with the KnectHotel Privacy Policy and applicable law. Relevant guest and service-request information may be shared with the participating Hotel to support its operations. Hotels remain responsible for their independent processing of guest information, and KnectHotel remains responsible for its own processing activities and applicable obligations.
Guest identity documents and pre-check-in information:
Where the pre-check-in or guest registration feature is enabled, guests may be asked to upload identity documents or ID proof through KnectHotel. The information may include a guest's name, photograph, document type, document number and other details appearing on the document. Information submitted through the platform may be stored and processed in KnectHotel's software systems and made accessible to authorised personnel of the relevant Hotel through the Hotel Admin Panel for identity verification and check-in operations.
Where necessary to provide the service, relevant information may also be transmitted to authorised integrations or service providers. Hotels must ensure that collection and use of identity documents are lawful and that access is restricted to authorised personnel.
KnectHotel will handle information processed through its systems in accordance with its Privacy Policy, applicable law and its own contractual responsibilities. Retention and deletion depend on applicable legal requirements, the purposes for which the information is processed, and legitimate operational needs.
15. Suspension and Termination
KnectHotel may suspend or terminate access where reasonably necessary because of material breach, unlawful activity, security risks, misuse, non-payment under a commercial agreement or discontinuation of the relevant service. Where reasonably practicable, notice and an opportunity to remedy will be provided, subject to legal, security and operational requirements. Termination does not automatically entitle a Subscriber to a refund of fees already paid. The no-refund policy applies subject to approved exceptions, the commercial agreement and mandatory law.
16. Disclaimers and Limitation of Liability
KnectHotel provides software and technology tools to facilitate communication and operational coordination. To the maximum extent permitted by law, KnectHotel does not guarantee the quality, safety, availability or fulfilment of hospitality services independently provided by a Hotel; does not guarantee a Hotel will accept a request or approve a cancellation or refund; is not responsible for a Hotel's independent operational decisions, staff, premises or service delivery except to the extent responsibility arises under law or KnectHotel's own commitments; and does not guarantee uninterrupted or error-free software operation. Indirect or consequential losses are excluded only to the extent lawful and applicable. Nothing excludes or limits liability for fraud, wilful misconduct or any other liability that cannot lawfully be excluded or restricted. These provisions must be interpreted consistently with applicable consumer-protection laws and mandatory remedies.
17. Indemnification
To the extent permitted by law, a Hotel or commercial Subscriber may be required to indemnify KnectHotel against third-party claims and reasonable costs arising directly from its unlawful conduct, material breach of these Terms, infringement of third-party rights or failure to fulfil obligations for which it is responsible. This clause does not transfer liability arising from KnectHotel's own unlawful conduct or exclude liability that cannot legally be transferred. Additional indemnification obligations may be specified in a separate subscription or commercial agreement.
18. Amendments to These Terms
KnectHotel may revise these Terms to reflect software, subscription, operational or legal changes. Updated Terms will be published with a revised “Last Updated” date. Where required by law, additional notice or consent will be provided before material changes take effect. If a Subscriber disagrees with a material change, it may exercise applicable cancellation or termination rights under its agreement and law.
19. Grievance Redressal and Contact Details
Legal Entity: KnectngHotel Services LLP
Platform: KnectHotel
Grievance Officer: Shivani Singh
Registered Office: A-116, Urbtech Trade Centre, Sector 132, Noida, Uttar Pradesh – 201304, India
Grievance Email: info@knecthotel.com
Phone: +91 97180 41991
For subscription questions, platform complaints, billing concerns or requests under the case-by-case refund policy, contact us using the details above. Include relevant account or subscription details, payment reference and a description of the issue. KnectHotel will acknowledge and address grievances within the timeframe required by applicable law and the applicable grievance procedure.
20. Governing Law and Jurisdiction
These Terms are governed by the laws of India. Subject to mandatory legal requirements and the jurisdiction of competent courts and statutory forums, disputes will be subject to the jurisdiction of competent courts at Gautam Buddha Nagar (Noida), Uttar Pradesh, India. Nothing prevents a person from approaching a consumer forum or other authority where permitted by applicable law.
21. Severability
If any provision is held invalid or unenforceable, the remaining provisions will continue to apply to the extent legally permissible.
22. Entire Agreement
These Terms, the Privacy Policy, applicable plan details and any separate written subscription or commercial agreement form the applicable agreement between KnectHotel and the relevant user or Subscriber. Where a signed commercial agreement with a Hotel expressly conflicts with these Terms concerning the commercial relationship, the signed agreement prevails to the extent of the conflict, subject to applicable law.