Terms & Conditions

01Who you are dealing with

SutraBook is an online hotel booking platform operated by Sutra Stack Private Limited, GSTIN 02ABTCS3106L1Z7, registered at 2252 Kangra, Paprola, Baijnath, Kangra, Himachal Pradesh 176115, India. In these terms, "we" and "us" mean Sutra Stack Private Limited, and "you" means the person making a booking.

By making a booking you accept these terms. If you do not accept them, please do not use the platform.

02What we do, and what the hotel does

We operate the platform on which you find a property, choose a room and pay. The stay itself — the room, the cleanliness, the staff, the breakfast, the safety of the premises — is provided by the hotel, which is an independent business and not our agent, employee or franchisee.

We are responsible for the booking working: that the price you were shown is the price you are charged, that your booking reaches the hotel, that your confirmation is accurate, and that any refund you are owed is paid. We are not responsible for the quality of the stay, which is the hotel's to deliver.

If something goes wrong at the property, tell us. We will take it up with the hotel on your behalf under clause 09, even where the fault is not ours.

03Making a booking

A booking is confirmed when we have received your payment and shown you a confirmation containing a booking reference. Until that reference exists, no room is held for you.

You must give accurate guest names, contact details and dates. The hotel may refuse check-in where the guest who arrives is not the guest who was booked, or where a guest cannot produce valid photo identification, which Indian law requires hotels to record.

Rooms are sold subject to availability. If a hotel cannot honour a confirmed booking, we will either find you a comparable alternative or refund you in full under clause 07.

04Prices

Each property sets its own tariffs. The price you see includes all taxes and any fees that apply to your dates, and is the final amount payable — we do not add anything at the payment step.

Prices change with dates, demand and the rate plan you pick. A price is only held once your booking is confirmed. Extras you buy at the property — meals, laundry, a late check-out — are charged by the hotel directly and are not part of what you pay us.

05Payment and invoicing

We collect payment for your stay as the hotel's payment collection agent, through a payment gateway regulated by the Reserve Bank of India. We do not see or store your full card number.

The tax invoice for your stay is issued by the hotel, in the hotel's name and under the hotel's GSTIN, because the hotel is the one supplying you accommodation. Ask the property for it at check-out. Any fee we charge the hotel for using our platform is a matter between us and them; it is not added to your bill.

Where a property offers "pay at hotel", you pay the property directly on arrival and we collect nothing. That option is only available where the property has enabled it.

06Changing a booking

Ask us or the property. A change is not confirmed until you receive written confirmation of it. Where a change increases the price, the difference is payable before the change takes effect; where it reduces the price, the difference is refunded under clause 07.

07Cancellations and refunds

Each rate plan carries its own cancellation terms, set by the property. Those terms are shown to you in full, as an amount in the property's own currency, before you pay — including where a rate is non-refundable. The terms attached to your booking at the moment you paid are the ones that apply, even if the property changes its policy afterwards.

Where a cancellation charge is retained, it carries the same GST rate as the room, because a charged cancellation is treated as hotel service used.

Approved refunds are returned to the card, UPI ID or account you paid from. We cannot redirect a refund elsewhere. Refunds reach you within 5–7 business days of approval; the time your bank takes after that is outside our control.

The full policy, including who to contact and what happens when a property cannot honour your booking, is on our Cancellation & Refunds page.

08How you may use the platform

• Book only for yourself or for people you are authorised to book for.
• Do not make speculative, fraudulent or duplicate bookings.
• Do not use another person’s payment instrument without their permission.
• Do not scrape, copy or republish property listings, photographs or prices.
• Do not attempt to interfere with the platform, its security or other users’ data.

09Complaints and grievance officer

Write to connect@sutrastack.com or call +91 93174 36614. Most problems are resolved at that point.

If you are not satisfied, our grievance officer under the Consumer Protection (E-Commerce) Rules, 2020 is Hitesh Bharadwaj, reachable at connect@sutrastack.com. We acknowledge every complaint within 48 hours and aim to resolve it within one month.

10Our liability

Where we are at fault, our liability to you is limited to the amount you paid us for the booking in question. We are not liable for losses we could not reasonably have foreseen, or for events outside our control — weather, road closures, strikes, power or network failure, or an act of government.

Nothing here limits any right you have under the Consumer Protection Act, 2019 that cannot be limited by agreement.

11Changes to these terms

We may update these terms. The version in force for your booking is the one published when you paid, and the date at the top of this page tells you when it last changed. A change never alters the cancellation terms of a booking you have already made.

12Governing law

These terms are governed by the laws of India. Subject to your rights under consumer protection law, the courts at Kangra, Himachal Pradesh have jurisdiction.