Firststay

Customer Agreement

Last updated: 8/19/2025

1. Agreement Overview

This Customer Agreement ("Agreement") governs your use of FirstStay, a brand of FirstTrek (OPC) Private Limited ("FirstStay", "we", "us"), as a guest or traveler ("Customer", "you", "Guest") booking accommodations through our platform.

2. Platform Services

2.1 Booking Services

  • Search and discovery of accommodations (hotels, homestays, camps)
  • Secure online booking and payment processing
  • Booking confirmation and management
  • Customer support and assistance
  • Review and rating system
  • Trip planning and travel recommendations

2.2 Platform Role

FirstStay acts as an intermediary platform connecting guests with accommodation providers. We facilitate bookings but are not the provider of accommodation services. The actual accommodation service is provided by independent property owners and hosts.

3. Booking Process

3.1 Making a Booking

  • Search: Browse available properties by location, dates, and preferences
  • Selection: Choose property and review details, amenities, and policies
  • Booking: Complete booking form with accurate guest information
  • Payment: Secure payment processing with multiple payment options
  • Confirmation: Receive booking confirmation and property contact details

3.2 Booking Confirmation

  • Bookings are subject to availability and host confirmation
  • Confirmation emails contain all booking details and contact information
  • Any changes to confirmed bookings require host approval
  • Booking modifications may incur additional charges

4. Payment Terms

4.1 Payment Processing

  • Payment Methods: Credit/debit cards, UPI, net banking, digital wallets
  • Currency: All prices displayed and charged in Indian Rupees (INR)
  • Security: PCI-compliant secure payment processing
  • Receipts: Digital receipts provided for all transactions

4.2 Pricing and Fees

  • Prices include accommodation charges and applicable taxes
  • Service fees may apply for booking processing
  • Additional charges for extra services are clearly disclosed
  • Prices are subject to change until booking confirmation
  • Currency conversion fees may apply for international cards

5. Cancellation and Refunds

5.1 Cancellation Policies

Cancellation policies vary by property and are clearly displayed during booking:

  • Flexible: Free cancellation up to 24 hours before check-in
  • Moderate: Free cancellation up to 5 days before check-in
  • Strict: Free cancellation up to 14 days before check-in
  • Non-refundable: No cancellation allowed after booking

5.2 Refund Process

  • Refunds processed according to property's cancellation policy
  • Refund amount credited to original payment method
  • Processing time: 5-7 business days for most payment methods
  • Service fees may be non-refundable depending on timing
  • Special circumstances may qualify for policy exceptions

6. Guest Responsibilities

  • Provide accurate and complete booking information
  • Arrive within specified check-in times
  • Respect property rules and local regulations
  • Treat property and belongings with care
  • Communicate respectfully with hosts and staff
  • Report any issues or damages immediately
  • Leave property in clean and undamaged condition
  • Comply with maximum occupancy limits

7. Safety and Security

7.1 Guest Safety

  • Verify property details and host information before arrival
  • Keep emergency contact numbers readily available
  • Follow property safety guidelines and emergency procedures
  • Report any safety concerns immediately to host and FirstStay
  • Maintain personal safety and security awareness

7.2 Travel Insurance

We strongly recommend purchasing comprehensive travel insurance covering:

  • Trip cancellation and interruption
  • Medical expenses and emergency evacuation
  • Personal belongings and luggage
  • Travel delays and missed connections

8. Reviews and Ratings

8.1 Review System

  • Guests can review properties after completed stays
  • Reviews must be honest, accurate, and based on actual experience
  • Inappropriate or fraudulent reviews will be removed
  • Reviews help maintain quality standards across the platform
  • Hosts may respond to guest reviews

9. Dispute Resolution

9.1 Issue Resolution Process

  1. Direct Communication: First attempt to resolve issues directly with the host
  2. FirstStay Mediation: Contact our support team for assistance
  3. Documentation: Provide photos, messages, and relevant evidence
  4. Resolution: We'll work to find a fair solution for all parties
  5. Escalation: Serious issues may require legal or regulatory intervention

10. Limitation of Liability

FirstStay acts as an intermediary platform and is not liable for:

  • Quality, safety, or condition of accommodations
  • Actions or omissions of hosts or property owners
  • Personal injury, property damage, or theft
  • Cancellations due to circumstances beyond our control
  • Disputes between guests and hosts
  • Third-party services or recommendations

11. Contact Information

For questions about this Customer Agreement or support:

FirstStay Customer Support

A Brand of FirstTrek (OPC) Private Limited

Managed by Accom & Stay Team FirstTrek

Email: support@firststay.in

Phone: +91 9058846467

Available 24/7 for assistance