Flexistay Private Limited (“Company”, “we”, “our”, or “us”) is committed to ensuring that all Users and Hotel Partners (“you” or “your”) have access to reliable, timely, and transparent support. This Support Policy sets out the manner in which queries, complaints, and requests will be handled by the Company.
1. Scope of Support
This Support Policy applies to all Users and Hotel Partners who access or use the Flexistays Platform, including the website, mobile application, and related services.
The Company shall provide support for matters relating to:
Booking confirmations, modifications, cancellations, and refunds.
Issues concerning payments or settlement of dues.
Technical difficulties or errors encountered on the Platform.
Service-related grievances concerning Hotel Partners, including non-availability of booked Accommodations.
Matters unrelated to the Platform, including disputes arising directly between Users and Hotel Partners outside the Platform, fall outside the scope of this Support Policy.
2. Channels of Support
Support may be sought through the following official channels:
An in-app support ticketing system is available on the Platform.
Email communication addressed to [Insert Support Email].
Telephonic support at [Insert Helpline Number] during official business hours.
Communications addressed through unauthorised or informal channels, including personal social media messages, shall not be treated as valid support requests.
3. Process of Support
A User or Hotel Partner may raise a support ticket or email request by providing accurate details, including the Booking reference number, contact information, and a clear description of the issue.
Support services shall ordinarily be available on all business days between [Insert Working Hours, e.g., 9:00 a.m. – 7:00 p.m. IST], except on Sundays and public holidays officially recognised in Jaipur, Rajasthan.
Any requests received outside working hours shall be deemed to have been received on the next working day.
Upon receipt of a valid support request, the Company shall issue an acknowledgment within seven (7) business days.
The Company shall thereafter review the matter and endeavour to resolve it within a reasonable timeframe, subject to the nature and complexity of the issue. Urgent matters, including booking discrepancies or denial of check-in, shall be prioritised for quicker resolution.
Where additional documents or clarifications are required, the User or Hotel Partner shall cooperate by providing such information promptly. Delay in doing so may proportionately extend the resolution timeline or lead to closure of the request.
4. Escalation of Unresolved Complaints
If a User is dissatisfied with the resolution provided, the matter may be escalated to the Grievance Officer appointed by the Company under Applicable Law.
The contact details of the Grievance Officer will be displayed on the Platform and updated periodically.
The Grievance Officer shall endeavour to provide a reasoned response within thirty (30) days of receipt of the escalated complaint.
5. Duties of Users and Hotel Partners
User shall provide accurate details (including Booking ID, contact details, and supporting documents) while raising a support ticket.
User shall communicate respectfully and constructively with the Company’s support staff.
Abusive, misleading, or fraudulent communications may result in suspension or termination of access to the Platform.
6. Limitations of Support
The Company shall not be liable for delays caused by third parties such as banks, payment gateways, or internet service providers.
The Company shall not entertain complaints relating to services or arrangements made outside the Platform.
Repetitive, frivolous, or malicious complaints may be declined after due assessment.
7. Amendments
The Company reserves the right to modify or update this Support Policy from time to time.
Any revised policy shall be effective upon publication on the Platform with the updated “Effective Date.”
Continued use of the Platform after such publication shall constitute deemed acceptance of the revised Support Policy.