Effective Date: 01/02/2026 Welcome to MargoGuide ("Platform," "we," "us," or "our"), a technology platform (accessible via app and web) operated by MargoGuide Private Limited, a company registered in India with its registered office at Flat No. -S3, Ayyappanagar Poolbaghroad, VIZIANAGARAM, Andhra Pradesh (Herein after referred as “Company"). These Traveller Terms and Conditions ("Terms") govern your use of the Platform as a Traveller. By accessing, browsing, or using the Platform (including without limitation to book, chat, or review services), you agree to be bound by these Terms, our Platform Terms & Conditions, Privacy Policy, Booking Terms, Cancellation, Refund & No-Show Policy, Payments Policy, Safety Policy, Reviews Guidelines, Grievance Policy, and any other applicable policies (collectively, "Policies"). If you do not agree, you must not use the Platform.
These Terms form a binding agreement between you and the Company. The Company acts solely as an intermediary marketplace and technology facilitator and does not provide travel services, tours, accommodation, transportation, or equipment. The Platform is not a tour operator or travel service provider. All such services are provided by independent Guides ("Guides") as third-party service providers. The direct service contract is between you and the Guide; the Company is not a party to it except for facilitating bookings, payments, communications, and support. The Platform is not an escrow service; all payments are processed via a payment gateway (RazorPay or PayU or equivalent) and settled to the Company's merchant account, with payouts to Guides released as per the Payout Policy (which may be updated upon confirmation of payment gateway integration).
These Terms incorporate compliance with the Digital Personal Data Protection Act, 2023 ("DPDP Act") for all users, as we process digital personal data of data principals (users) in India.
1. ELIGIBILITY - You must be at least 18 years old and legally competent to enter into contracts under Indian law to use the Platform. - By using the Platform, you represent that you meet these requirements and are not a minor. Minors are prohibited from booking or using the Platform. - You must comply with all applicable laws, including Indian visa, travel, and permit requirements (especially if you are a foreign Traveller). - Foreign Travellers: You are responsible for ensuring compliance with local laws in India. International payments may involve currency conversion via our payment gateway (RazorPay or PayU or equivalent), and you agree to any associated fees. - KYC/Verification Disclaimer: The Platform may require Know Your Customer (KYC) verification for certain users (e.g., for bookings or payments). Completion of KYC or any verification process does not guarantee the quality, safety, reliability, or suitability of any Guide, service, or experience. The Company reserves the right to re-verify or request additional information from users at any time for compliance, safety, or integrity purposes.
2. ACCOUNT REGISTRATION AND ACCESS - You may browse cities, Guides, and experiences without logging in. Login or signup (via email, phone, or social media) is required for gated actions: booking, chatting, saving listings, reviewing/rating, reporting, or managing payments/bookings. - You must provide accurate information during registration and keep it updated. You are responsible for maintaining the confidentiality of your account credentials. - The Company may suspend or terminate your account for violations, fraud, or safety concerns, in compliance with the Information Technology Act, 2000 ("IT Act"), DPDP Act. Suspensions or terminations may be based on user activity, including but not limited to repeated violations of Policies, suspicious behavior, or reports from other users. The Company reserves admin override rights to suspend, terminate, or take down accounts immediately for safety, integrity, or platform protection, without prior notice where necessary.
3. PLATFORM USAGE AND BOOKING PROCESS - Discovery and Booking Flow: 1. Browse cities, dates, Guide profiles, curated experiences (fixed itinerary/price), or custom services (flexible/hourly) without login. 2. Select an offering, confirm details (e.g., number of people, time, meeting preference, notes). 3. Submit a booking request. The Guide may accept, decline, or propose an alternate time. 4. Upon Guide acceptance, you have 24 hours to pay a 20% advance via the Platform. Failure results in auto-cancellation. 5. Pay the remaining balance at least 48 hours before trip start; failure may trigger auto-cancellation. 6. Bookings proceed through statuses: requested, accepted, confirmed, in-progress, completed, or cancelled. You and the Guide may chat for coordination (post-booking only). 7. On trip day, receive reminders and details. After completion, you may rate and review the Guide/experience. - You agree not to misuse the Platform, including off-platform payments, spam, or harassment, per our Community Guidelines. Strict Prohibition on Off-Platform Payments: You are strictly prohibited from making or attempting to make payments to Guides outside the Platform (including cash, bank transfers, or other methods) or circumventing the Platform's booking/payment processes. Any such activity is a material breach of these Terms and may result in immediate suspension or permanent termination of your account, forfeiture of any pending refunds or credits, and reporting to relevant authorities if fraud is suspected. - Notifications: You consent to push/in-app notifications for bookings, payments, trips, and chats. You may opt out via device settings, but this may affect functionality. Under DPDP Act, consents are managed granularly as per Section 6.
Booking Lifecycle 1. Explore: Browse without login. 2. Selection: Choose city/date and view Guide profile. 3. Offering: Select Curated Experience (fixed itinerary/price) or Custom Service (flexible/hourly). 4. Confirm Details: Specify number of people, time, meeting preference, and notes. 5. Request/Accept: Booking request created; Guide accepts/declines (or proposes alternate time). 6. Payment: 20% advance due within 24 hours of acceptance; failure auto-cancels. 7. Confirmation: Payment success updates booking to "Confirmed" in "My Bookings." 8. Lifecycle Statuses: Requested → Accepted → Confirmed → In-Progress → Completed → Cancelled. 9. Coordination: Chat for timing/meeting points post-booking. 10. Notifications: Push/in-app for updates and messages. 11. Trip Day: Reminders and details in booking screen. 12. SOS: Optional emergency trigger (message + location); creates record for admin follow-up (see Document 7). 13. Completion: Rate/review post-trip.
GUIDE OFFERINGS: Curated Experiences vs Custom Services - Curated Experiences and Custom Services are offerings created and provided exclusively by independent Guides, not by the Platform or Company. The Platform's role is limited to listing such offerings, facilitating bookings and payments, and providing support services. - Guide Responsibilities: Guides are solely responsible for the accuracy of itineraries (including inclusions/exclusions), meeting points, obtaining necessary permits/entry fees (if applicable), coordinating with third-party vendors (e.g., transport or equipment providers), and providing safety instructions. You acknowledge and assume all risks associated with Guide offerings, including but not limited to inaccuracies, changes, or failures in service delivery. The Platform does not verify, endorse, or guarantee the quality, safety, or execution of any Guide offering. - Platform Role: Limited to discovery, booking facilitation, secure payment processing via the payment gateway, and dispute support. The Company does not assume any responsibility for the performance or outcomes of Guide offerings. - Modifications and Cancellations: Any proposed modifications to a booking (e.g., itinerary changes) must be agreed upon by both you and the Guide via the Platform's chat feature and may require re-approval or additional payment. Material changes (e.g., significant alterations to itinerary, pricing, or inclusions) will be handled as per the Booking Terms and Cancellation Policy, including potential auto-cancellation or refund adjustments. All changes must be documented on the Platform.
4. PAYMENTS AND REFUNDS - All payments are processed via RazorPay Payment Gateway(PayU or equivalent) and settled to the Company's account. The Platform is not an escrow service. - You authorize the Company to collect and process payments on behalf of Guides, deduct commissions, and facilitate refunds/payouts per Policies. Under DPDP Act, we act as Data Fiduciary and ensure processors comply via agreements. - Refunds (if applicable) are processed within 5-10 business days, subject to gateway/bank processing. See Payments Policy for details. - Cancellation, Refund & No-Show Policy. - Traveller Cancellation: Full refund of 20% advance if cancelled before 48 hours of trip start. No refund within 48 hours. - Guide Cancellation: Full refund if Guide cancels 48 hours before; plus discretionary 50% points (platform credit) if applicable (subject to investigation). Platform may reassign another Guide. - No-Show: If you no-show, no refund; Guide compensated 50%. If Guide no-shows, full refund; Guide penalized 100%. - Unforeseen Events/ Force Majeure (e.g., weather, emergencies): In the event of unforeseen scenarios (e.g., war, severe weather, political events, government restrictions, strikes, or natural disasters), bookings may be rescheduled or cancelled without liability to the Company or Guides. Refunds, credits, or rescheduling options will be handled as per the Unforeseen Scenarios Policy, subject to Platform investigation and evidence review. The Company reserves the right to request proof (e.g., official advisories, medical certificates) from you or the Guide and make the final decision for safety and integrity purposes. The Platform assumes no liability for such events and disclaims any obligation beyond Policy-specified remedies. - Secure Trip Cancellation: Optional paid feature for full refund on Guide cancellation (conditions apply; low-cancellation Guides only). - All policies comply with the Consumer Protection Act, 2019, and Payment and Settlement Systems Act, 2007.
5. SAFETY, LOCATION TRACKING & SOS - Location Sharing: Optional for you; enable with consent for safety. Data retained for 30 days, then deleted/anonymized, per Privacy Policy and IT Act. Under DPDP Act, location is processed with verifiable consent (Section 6) for specified purpose (safety), with data minimization. - SOS Feature : Trigger during trips with optional message/location. Creates a record and alerts support for immediate follow-up. See Safety Policy. - Guides must enable live location tracking during active trips (accessible to support for safety). You agree to use the Platform responsibly and report issues promptly. - Assumption of Risk and No Insurance: You acknowledge that travel and experiences involve inherent risks, including but not limited to personal injury, property damage, or health issues. The Company provides no insurance coverage for you, Guides, or third parties. You are responsible for obtaining your own travel insurance and assuming all risks associated with using the Platform or participating in Guide offerings. - The Company disclaims liability for third-party services; use at your own risk. Complies with DPDP Act, IT Rules, 2021, Personal Data Protection Bill, 2019 (superseded).
6. REVIEWS, RATINGS & CONTENT - Post-trip, you may submit honest reviews/ratings. These are public and moderated per Reviews Guidelines. - You grant the Company a perpetual, royalty-free license to use your content (reviews, photos) for Platform promotion. For EU Users, this license is granted on legitimate interests basis, with opt-out available. Under DPDP Act, user content processing is based on legitimate uses (Section 7) like platform operation. - Anti-Fake Review and Prohibited Content: You are strictly prohibited from submitting false, manipulated, incentivized, or defamatory reviews, ratings, or content (e.g., fake endorsements or spam). Violations may lead to immediate removal of content, account suspension or termination, and potential legal action. The Company reserves the right to take down any user-generated content at its discretion for violations, safety, or integrity. - Account Takedown Rights: The Company may remove or restrict access to accounts or content that violate these Terms, Policies, or applicable laws, including for IP infringement or harmful activity.
7. Data Protection and Compliance 7.1 Digital Personal Data Protection Act, 2023 (DPDP Act) Compliance (Applicable to All Users) As a Data Fiduciary under the DPDP Act, we process your digital personal data (e.g., contact details, location, KYC for Guides) lawfully, fairly, and transparently. Processing is limited to specified purposes (e.g., bookings, safety) with data minimization, accuracy, and security safeguards (Sections 4, 8). - Lawful Bases: Verifiable consent (free, specific, informed, unconditional, unambiguous, granular; Section 6) for optional features (e.g., location sharing, marketing); legitimate uses for contract performance (bookings), legal compliance, or employment (Guide onboarding; Section 7). - Your Rights as Data Principal: Access, correction, erasure/completion/deletion, nomination of heirs, grievance redressal (Sections 11-13). Exercise via admin@margoguide.com within 30 days. We verify requests to prevent unauthorized access. - Grievance Mechanism: Contact our Grievance Officer (details in Grievance Policy and Privacy Policy) for data-related complaints; resolution within timelines under DPDP Rules, 2025. If unsatisfied, approach the Data Protection Board of India. - Data Transfers: Within India; cross-border only with government approval or for specified purposes (Section 16), using safeguards. - Retention and Deletion : As per Privacy Policy (e.g., location: 30 days; chats: 12 months); data deleted upon purpose fulfillment or request, except legal retention. - Third Parties : Processors (e.g., RazorPay or PayU or equivalent for payments/KYC) bound by DPDP-compliant contracts ensuring security and confidentiality (Section 8). - Children’s Data : No processing of minors' data (18+ eligibility); parental consent not applicable. - Security: Reasonable safeguards against breaches (Section 8); notify affected data principals and Board without undue delay if high risk. - Significant Data Fiduciary (SDF) : If classified as SDF, additional obligations like DPO appointment and periodic audits apply; we will notify users.
See Privacy Policy for full details, including categories of data (e.g., personal details, location, reviews), consent management, and withdrawal (e.g., via settings).
8. DISCLAIMERS AND LIMITATIONS OF LIABILITY - The Platform is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to merchantability, fitness for a particular purpose, or non-infringement. We disclaim all warranties for Guide services, which are independent and provided at your own risk. - To the maximum extent permitted under Indian law (including Section 79, IT Act), DPDP Act (Section 17), the Company, its affiliates, officers, directors, employees, and agents are not liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, personal injury, property damage, or losses arising from Guide services, third-party actions, or Platform use. This includes risks from travel activities, inaccurate Guide information, or unforeseen events. - Your maximum liability to the Company is limited to the total booking amount paid by you. - You assume all risks associated with using the Platform, including but not limited to interactions with Guides, travel hazards, and data transmission risks. The Company provides no guarantees regarding Guide quality, safety, or service delivery. - Force Majeure: The Company and Guides are excused from performance delays or failures due to unforeseen events beyond reasonable control (e.g., war, pandemics, acts of God).
9. TERMINATION -You may stop using the Platform anytime. We may terminate or suspend your access for violations of these Terms, Policies, or applicable laws, with or without notice (immediate suspension for safety, fraud, or integrity risks). The Company reserves admin override rights to terminate or suspend accounts based on user activity, reports, or investigations, in its sole discretion to protect the Platform, users, or Guides. Upon termination, you must cease all use, and we will process data erasure requests per applicable laws (DPDP Act).
10. GOVERNING LAW AND DISPUTE RESOLUTION - Governed by laws of India. Exclusive jurisdiction in courts of Vizianagaram, Andhra Pradesh. DPDP disputes to Data Protection Board. - Dispute Workflow (7-day window post-trip): Contact admin@margoguide.com → Grievance Officer (details in Grievance Policy) → Resolution → Arbitration (under Arbitration and Conciliation Act, 1996, seat Vizianagaram) → Courts if needed. - Evidence: Booking records, chats, locations (retained per Policy) admissible.
11. MISCELLANEOUS - These Terms are severable. No waiver unless written. - Contact travel.support@margoguide.com. Updates posted on Platform; continued use constitutes acceptance. Users notified of material changes affecting data processing under DPDP Act. - By proceeding, you confirm 18+ age and accept these Terms.