Rules for hotels, rooms, pricing, cancellation, no-show, check-in, guest conduct and refund handling.
1. Scope and applicability
Legal entity
Trishara Ventures LLP operates Koovira as a multi-module digital platform.
Effective date
05/06/2026. Last reviewed: 05/06/2026.
Users covered
Visitors, registered users, merchants, service providers, partners, admins and any person using Koovira services.
Policy acceptance
Use of the platform, clicking accept, submitting content, creating listings, onboarding as merchant/partner, or completing payment confirms acceptance of applicable policies.
2. User obligations and prohibited conduct
Accuracy
Users must provide accurate identity, contact, listing, payment, KYC and transaction information.
Prohibited content
Users must not upload or share unlawful, harmful, obscene, sexually explicit, paedophilic, invasive of privacy, hateful, defamatory, fraudulent, misleading, infringing, spam, malware or otherwise illegal content.
No misuse
Users must not impersonate others, manipulate reviews, scrape data, bypass security, harvest personal data, abuse messaging, evade moderation or use Koovira for fraud.
Lawful use
Users are responsible for complying with applicable Indian laws, sector rules, tax, consumer, labour, real estate, transport, payment, advertising and safety obligations.
Hotel accuracy
Hotels must accurately describe rooms, pricing, taxes, amenities, cancellation windows, availability and restrictions.
Guest responsibility
Guests must provide accurate booking/identity information and follow property rules.
3. Platform controls and compliance handling
Moderation
Koovira may review, restrict, label, suspend, remove or preserve content/accounts when policy, safety, fraud, legal or technical risks are detected.
Security
Koovira uses access controls, audit logs, CSRF/session controls, rate limits, device/session monitoring and other reasonable security practices.
Records
Koovira may preserve logs, removed content, acceptance history, reports, transaction records and security events where required for investigations, disputes, fraud prevention or legal compliance.
Policy updates
Koovira may update policies with a new version and may require fresh acceptance for material changes.
4. Data, records, complaints and legal requests
Grievance officer
Complaints may be raised through the public Grievance Officer page or in-app report flows. Officer details are managed by Koovira admin settings.
Timelines
Koovira aims to acknowledge grievances within the configured SLA and resolve them within the applicable legal/platform timeline, subject to complexity and lawful process.
Legal requests
Koovira may act on valid court, government, law-enforcement, CERT-In or authorised agency requests in accordance with applicable law.
Privacy requests
Users may request access, correction, deletion, grievance redressal or withdrawal of optional consent, subject to identity verification and lawful retention requirements.
This policy is part of Koovira's India compliance framework under the Information Technology Act, 2000, IT Rules, 2021/2023, DPDP Act, 2023, CERT-In directions and applicable consumer/payment rules. It should be read with the Terms, Privacy Policy, Grievance Officer page and module-specific policies.
