Terms & Conditions

1. Introduction

These Terms & Conditions (“Terms”) govern your access to and use of the LayoverX website (https://www.layoverx.in/), mobile-optimized interfaces, itinerary-planning engines, concierge facilitation services, customer support desks, and all related digital tools (collectively, the “Platform” or “Services”).

The Platform is operated under the brand name LayoverX by [LEGAL ENTITY NAME] (“LayoverX,” “we,” “us,” or “our”), having its registered office at [REGISTERED ADDRESS].

LayoverX is an Indian transit-concierge and booking-facilitation platform primarily assisting domestic and international passengers with layovers and stopovers in and around Chhatrapati Shivaji Maharaj International Airport, Terminal 2 (CSMIA T2), Mumbai, Maharashtra, India.

By accessing or browsing the Platform, registering an account, building an itinerary through our planning tools, completing a booking, or utilizing any of our concierge features, you (“User,” “Passenger,” “Customer,” or “you”) unconditionally acknowledge that you have read, understood, and agree to be bound by these Terms in their entirety.

2. About LayoverX & The Facilitator Model

LayoverX operates as an online technology and booking-facilitation aggregator designed to help transit travelers discover, bundle, and schedule airport and city experiences during flight layovers at CSMIA T2 Mumbai.

LayoverX facilitates access to verified, independent third-party service providers across diverse transit categories, including:

• Transit hotels, micro-stay hourly rooms, and airside/landside sleeping pods
• Airport and city restaurants, executive buffet reservations, and culinary trails
• Express spa, foot reflexology, wellness suites, and jetlag recovery lounges
• Airport transfers, private chauffeur cars, fixed-rate cab services, and luxury transit vehicles
• Guided layover city sightseeing, heritage monuments, and South Mumbai cultural tours
• Gaming arenas, esports stations, and quiet executive work pods
• Airport departure/arrival lounges, shower suites, and executive workspaces
• Luggage cloakroom, baggage assistance, and other travel-related amenities

3. Eligibility

To access our Services and execute binding bookings, you must possess the full legal capacity to enter into a valid contract pursuant to the Indian Contract Act, 1872.

For independent bookings, you must be at least 18 years of age. Minors may utilize services only when accompanied by a parent, legal guardian, or an authorized adult passenger traveling on the same itinerary.

Booking on Behalf of Others: If you make a reservation for family members, traveling companions, corporate colleagues, or other third-party passengers, you expressly warrant and represent that:

• You are duly authorized by each passenger to provide their personal data, flight details, and contact information.
• You have informed all passengers of these Terms, the Privacy Policy, the Cancellation & Refund Policy, and any vendor-specific rules.
• You accept joint and individual responsibility for timely payment, accurate travel documentation, and adherence to all booking terms.

4. Account Registration & Security

Passengers may browse services and construct layover itineraries without mandatory pre-registration. However, saving an itinerary, accessing personalized customer dashboards, or completing a checkout requires providing accurate identity information or completing one-time password (OTP) verification.

When interacting with the Platform, you agree to:

• Provide true, accurate, current, and complete personal, contact, and flight information.
• Promptly update your contact information if your phone number or email address changes.
• Safeguard your authentication credentials, one-time passwords, and booking links against unauthorized disclosure.
• Notify LayoverX immediately at [SUPPORT EMAIL] if you suspect unauthorized access or security compromise.

LayoverX reserves the absolute right to suspend, restrict, or terminate account access and cancel associated bookings without liability if we reasonably suspect fraudulent transactions, identity misrepresentation, automated data scraping, or any violation of applicable laws.

5. Flight and Itinerary Information

To tailor recommendations and assemble feasible layover schedules, LayoverX utilizes passenger-submitted flight and travel parameters, which may include:

• Arrival airline name, flight number, scheduled date, and arrival time
• Departure airline name, flight number, scheduled date, and departure time
• Airport terminal details (CSMIA Terminal 2)
• Total passenger count, luggage status, and transit preferences
• Calculated layover duration and user-selected transit activities

Our proprietary “My Itinerary” planning engine computes an estimated available activity window by factoring in estimated airport clearance, terminal walking buffers, and standard security checks.

6. Passenger Responsibility

As a transit passenger traveling through CSMIA T2, you retain sole and exclusive responsibility for managing your journey and complying with statutory travel requirements. Specifically, you agree that you are responsible for:

• Monitoring Flight Schedules: Actively monitoring your operating airline’s notifications, flight status boards, gate announcements, and schedule revisions.
• Travel Documentation: Possessing valid passports (with required minimum validity), domestic photo ID, visas, overseas citizenship documents, or health certificates.
• Airport & CISF Security: Complying with Central Industrial Security Force (CISF) security directives, baggage restrictions, and screening requirements.
• Boarding Cutoffs: Allowing adequate time to return to CSMIA T2, re-clear security, and arrive at the departure boarding gate before your airline’s mandatory gate closure.
• Accurate Submissions: Providing accurate flight numbers, arrival dates, passenger counts, and contact coordinates at the time of booking.
• Partner Venue Rules: Complying with check-in schedules, dress codes, luggage restrictions, and conduct rules established by third-party service venues.

7. Immigration, Visa and Landside Access

CSMIA Terminal 2 operates with strict jurisdictional demarcations separating sterile airside transit areas from public landside access and the city of Mumbai.

If your selected itinerary includes any landside service (such as city sightseeing tours, private chauffeur transfers, or city-side hotels and spas outside the terminal), you must possess the lawful right, appropriate transit visa, tourist visa, or entry authorization to clear Indian border immigration and enter the territory of India.

8. Airside and Landside Services

To ensure clarity and prevent transit complications, LayoverX categorizes all listed services based on physical airport location:

Each service page and booking summary clearly indicates whether a service is Airside or Landside. Passengers must verify their zone eligibility before confirming their reservation.

9. Booking Process & Confirmation Status

The LayoverX booking workflow is structured into clear, transparent steps:

1. Service Selection: Browse and select preferred transit hotels, spas, dining, tours, or transfer services.
2. Itinerary Assembly: Add chosen services to your layover timeline and review time allocations against your flight schedule.
3. Details Entry: Input lead passenger names, contact information, airline details, and special requirements.
4. Policy Review: Review the transparent price breakdown and service-specific cancellation rules.
5. Payment Authorization: Complete payment through our secure, authorized payment gateway.
6. Voucher Issuance: Receive an automated booking confirmation with your unique Booking ID and digital voucher.

10. Pricing & Applicable Taxes

All pricing displayed on the LayoverX platform is quoted in Indian Rupees (INR) unless an international currency display is explicitly enabled on the checkout interface.

The total booking amount displayed prior to final payment authorization includes:

• The base service charge established by the independent service partner
• Applicable statutory taxes, including Goods and Services Tax (GST) under Indian tax laws
• Platform facilitation, technology, and concierge coordination fees
• Applicable chauffeur, toll, or transportation fees for transfer and tour services
• Any partner-disclosed surcharges or peak-hour operational fees

LayoverX practices transparent billing. The comprehensive price breakdown is fully displayed on the checkout screen before you authorize payment. No undisclosed or hidden fees will be added after checkout completion.

11. Payment Processing

All electronic payments on the Platform are processed through accredited, Reserve Bank of India (RBI)-compliant third-party payment aggregators (such as Razorpay or other payment gateways displayed during checkout).

Supported payment methods include Unified Payments Interface (UPI), domestic and international credit/debit cards (Visa, Mastercard, RuPay, American Express), net banking, and authorized digital payment instruments.

Data Security: LayoverX does not collect, process, or store credit card numbers, CVV security codes, card expiration dates, or net banking passwords on our internal servers. All financial transactions take place within the encrypted, PCI-DSS Level 1 compliant infrastructure of the payment gateway.

Payment processing is governed by the terms, conditions, and privacy policies of the respective payment aggregator and applicable RBI master directions on digital payment systems.

12. Booking Confirmation & Digital Vouchers

Upon successful payment processing, LayoverX automatically issues a digital booking confirmation delivered to your registered email address and displayed on your screen. The confirmation contains:

• A unique, trackable LayoverX Booking ID
• Detailed itinerary timetable, including booked service start and end times
• Service partner details, physical location (terminal or city address), and check-in instructions
• Passenger names, contact details, and guest count
• Digital QR code or electronic voucher for swift on-site redemption
• Specific cancellation windows and refund terms applicable to the booking

Passengers must present their LayoverX digital voucher along with valid government photo identification (or passport for international travelers) upon arrival at the partner venue.

13. Third-Party Services & Venue Rules

Third-party service partners are independent commercial entities and remain exclusively responsible for the execution, quality, safety, and hygiene of their respective services.

Each partner venue maintains its own operational terms, house rules, and admission conditions, which passengers must strictly respect:

• Identity Verification: Production of original government photo ID (Aadhaar, Passport, Voter ID, Driver License) at check-in.
• Age Restrictions: Specific minimum age requirements for pod check-in, spa treatments, or gaming access.
• Dress & Conduct: Adherence to venue dress guidelines, hygiene protocols, and non-disruptive behavior.
• Luggage Limits: Capacity restrictions on large bags or suitcases in micro-stay pods and private transfer vehicles.
• Dietary & Health Rules: Disclosure of food allergies or medical conditions before participating in dining or wellness treatments.
• Operating Hours: Adherence to pre-reserved time slots; partners are not obligated to extend sessions for late arrivals.

Service partners reserve the legal right to deny admission or terminate service to any individual exhibiting intoxication, aggressive behavior, or failure to comply with safety directives, without any entitlement to a refund.

14. Changes to Itinerary & Modifications

We understand that transit schedules often require flexibility. Where operational circumstances permit, LayoverX allows passengers to request modifications to their confirmed bookings.

All modification requests are subject to the real-time availability of the partner venue and operational notice periods. LayoverX does not guarantee that requested rescheduling can be accommodated.

Where an itinerary change affects a confirmed booking:

• Our concierge desk will assist in coordinating alternative time slots with the respective service partner.
• If an alternative time is unavailable, cancellation rules will apply based on the notification timestamp.
• Any price differences resulting from higher room categories, peak-hour transfers, or extended durations must be paid prior to confirmation.

15. Cancellation and Refund

All cancellations, booking terminations, and refund calculations are strictly governed by our dedicated Cancellation & Refund Policy, which is incorporated into these Terms by reference.

Key cancellation conditions include:

• Service-specific cancellation deadlines (e.g., free cancellation up to 6 hours or 24 hours prior to service start) are prominently displayed before payment.
• Late cancellations submitted after the free cancellation window are subject to partner retention fees.
• Approved refunds are credited exclusively back to the original source payment instrument (card, UPI, net banking) via our payment gateway within 5 to 7 business days.

16. Flight Delays and Airline Cancellations

Flight schedules are subject to air traffic control directives, adverse meteorological conditions, mechanical checks, and airline operational decisions beyond LayoverX’s control.

LayoverX does not automatically track every connecting flight in real time unless dedicated concierge flight monitoring is active on your booking. Passengers must notify LayoverX support immediately upon becoming aware of any flight delay or diversion.

While LayoverX will make commercially reasonable efforts to reschedule partner bookings in the event of an airline delay, LayoverX does not guarantee that service slots can be held or rescheduled without penalty unless a specific delay protection guarantee was included in the confirmed booking.

17. Force Majeure

Neither LayoverX nor its service partners shall be liable, in breach of these Terms, or held responsible for any failure, delay, or interruption in performance resulting from causes beyond reasonable commercial control (“Force Majeure Events”).

Force Majeure Events include, without limitation:

• Severe weather events, monsoonal flooding, cyclones, earthquakes, or natural disasters
• Airport closures, runway suspensions, airspace restrictions, or CISF security lockdowns at CSMIA
• Governmental emergency orders, border closures, travel bans, or statutory epidemic restrictions
• Civil disturbances, riots, acts of war, terrorism, sabotage, or public emergencies
• Strikes, industrial actions, major public transit disruptions, or municipal road blockages
• Citywide telecommunications blackouts, widespread power grid failures, or internet infrastructure outages

In the event of a verified Force Majeure disruption, LayoverX will actively coordinate with affected partners to facilitate rescheduling or credit notes where commercially viable.

18. User Conduct & Prohibited Uses

The LayoverX platform may only be used for legitimate, lawful travel planning and personal concierge bookings. You agree not to engage in any prohibited activities, including:

• Making fraudulent, speculative, or false reservations, or using unauthorized payment credentials.
• Impersonating any person or misrepresenting your affiliation with any individual, airline, or entity.
• Attempting to hack, decompile, reverse-engineer, or breach Platform security, firewalls, or databases.
• Deploying automated robots, spiders, scrapers, or crawlers to extract pricing, itinerary data, or content.
• Uploading or transmitting malicious software, viruses, trojans, or destructive code.
• Reselling, sublicensing, or commercially redistributing LayoverX booking vouchers, vouchers, or services.
• Engaging in abusive, defamatory, threatening, or harassing behavior toward LayoverX staff or vendor personnel.
• Using the Platform in any manner that impairs system performance or disrupts other users’ access.

19. Intellectual Property Rights

All content, features, and functionality on the Platform—including but not limited to the brand name LayoverX, logos, trademarks, domain names (layoverx.in), graphic designs, user interface layouts, software code, proprietary itinerary logic, text, icons, and compilation databases—are the exclusive intellectual property of LayoverX or its licensors.

You are granted a limited, revocable, non-exclusive, non-transferable license to access the Platform and download or print digital booking confirmations solely for your personal, non-commercial use.

Any unauthorized reproduction, modification, distribution, public display, commercial exploitation, or creation of derivative works based on LayoverX intellectual property is strictly prohibited without our prior written authorization.

20. User Content and Reviews

Where the Platform permits users to submit testimonials, ratings, reviews, photos, or feedback regarding transit experiences, you confirm that your submissions are genuine, accurate, and based on firsthand experience.

You agree that submitted reviews shall not contain defamatory, obscene, offensive, hateful, or unlawful material, nor shall they infringe the intellectual property or privacy rights of any third party.

By submitting reviews or feedback to LayoverX, you grant us an irrevocable, perpetual, royalty-free, worldwide license to display, publish, format, and utilize such feedback across our marketing channels and operational reviews. LayoverX reserves the right to moderate, edit, or remove any user-submitted content at its sole discretion.

21. Privacy & Data Protection

Your privacy and personal data security are paramount to our concierge operations. The collection, storage, processing, and transfer of your personal data, travel details, and contact information are governed by our comprehensive Privacy Policy.

Our privacy practices are designed to comply with applicable Indian legal standards, including the Digital Personal Data Protection Act, 2023 (DPDP) and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (IT SPDI Rules).

LayoverX does not sell passenger personal data to third-party brokers. Data sharing is strictly confined to verified service partners and payment processors required to execute your booked transit arrangements.

22. Cookies & Tracking Technologies

LayoverX utilizes first-party and third-party cookies, local web storage, and session tokens to ensure essential site operation, remember your itinerary drafts, authenticate user sessions, and analyze traffic patterns.

For a complete breakdown of the cookies we deploy, their operational purposes, and instructions on how to manage or disable cookie preferences through your web browser, please consult our dedicated Cookie Policy.

23. Limitation of Liability

To the maximum extent permitted by applicable Indian law:

• Intermediary Protection: LayoverX functions as an electronic intermediary platform under Section 79 of the Information Technology Act, 2000. LayoverX shall not be liable for the acts, omissions, delays, breaches, representations, warranties, or negligence of independent third-party service vendors.
• Transit & Flight Risks: LayoverX shall not be liable for missed flights, boarding denials, flight schedule changes, baggage loss, immigration entry refusals, CISF security delays, or road traffic congestion in Mumbai.
• Indirect Damages: Under no circumstances shall LayoverX be liable for indirect, incidental, special, punitive, exemplary, or consequential damages, including loss of business, profits, or travel opportunities.
• Liability Cap: In all circumstances where liability is proven and established by a competent legal authority, the total aggregate liability of LayoverX arising out of or related to any booking shall be strictly capped at the total amount paid by the passenger to LayoverX for that specific booking.

24. Consumer Rights & Statutory Protection

LayoverX is committed to maintaining fair, transparent, and ethical trade practices in full adherence to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Nothing contained in these Terms is intended to derogate, restrict, or eliminate your statutory rights as a consumer under Indian law, including your right to:

• Receive transparent, accurate pre-booking disclosures regarding pricing, taxes, and vendor terms.
• Access prompt, professional customer support and structured grievance redressal.
• Approach competent District, State, or National Consumer Disputes Redressal Commissions having jurisdiction.

25. Grievance Redressal Mechanism

In accordance with Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, LayoverX has established a structured grievance escalation mechanism:

Filing a Grievance or Dispute:

To enable efficient investigation and prompt resolution, your grievance notice sent to [GRIEVANCE EMAIL] should contain:

• Your unique LayoverX Booking ID and primary passenger name
• Registered contact email address and mobile phone number
• Flight numbers, layover date, and specific service(s) involved
• A clear, concise chronological statement of the facts and disputed issue
• Copies of relevant digital vouchers, receipts, airline alerts, or photographs

26. Governing Law & Dispute Resolution

These Terms & Conditions, and any claim, controversy, or dispute arising out of or related to their interpretation, execution, or performance, shall be governed by, construed, and enforced in accordance with the substantive laws of the Republic of India.

Amicable Settlement: In the event of any dispute or disagreement, the parties agree to first endeavor to resolve the matter amicably through direct, good-faith consultations with our Grievance Redressal desk for a minimum period of thirty (30) days.

Jurisdiction: Subject to the overriding statutory jurisdiction of competent Consumer Disputes Redressal Commissions under the Consumer Protection Act, 2019, any legal suit, action, or proceeding arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the competent courts of law in Mumbai, Maharashtra, India.

27. Modifications to Terms & Conditions

LayoverX reserves the right to amend, modify, update, or replace any part of these Terms at its sole discretion, to reflect changes in regulatory requirements, operational models, new service integrations, or technological advancements.

Any modifications will take effect immediately upon the posting of the updated Terms on the Platform, marked with the current “Last Updated” and “Effective Date” timestamps.

Your continued access to or use of the Platform following the publication of any modifications constitutes your unconditional acceptance of the revised Terms. We encourage passengers to review these Terms periodically when planning layovers.