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GRAHORA – TERMS & CONDITIONS

POLICY – Grahora Living Company

1. About Us

Grahora operates under the brand name GRAHORA, a unit of Grahora Living Co.

These Terms & Conditions govern all services including:

  • Room bookings (Stay)
  • Dining services
  • Event & celebration bookings
  • Website usage and transactions

By accessing our services, you agree to comply with these terms.

2. Website Usage

The Grahora website and digital platforms are intended for lawful use only.

Users agree not to:

  • Provide false, misleading, or incomplete information
  • Attempt unauthorized access to systems or data
  • Disrupt website functionality or misuse services
  • Engage in fraudulent transactions or payment abuse

Grahora reserves the right to suspend or terminate access without prior notice in case of any violation.

3. Booking & Service Agreement

All bookings (Stay, Dining, Events) are subject to:

  • Availability
  • Applicable service-specific policies
  • Confirmation upon receipt of payment

By making a booking, the user agrees to:

  • Provide accurate and complete information
  • Comply with all Grahora policies
  • Accept service-specific terms applicable to their booking
  •  

4. Payments, Pricing & Digital Transactions

Pricing

  • All prices are subject to change without prior notice
  • Applicable GST and taxes will be charged as per government regulations

Payment Terms

  • Advance payment may be required depending on service type
  • Failure to complete payment may result in cancellation or denial of service

Digital Payments & Fraud Protection

  • Grahora uses third-party payment gateways for online transactions
  • Users are responsible for ensuring payment authenticity and authorization
  • Any fraudulent transaction, chargeback abuse, or unauthorized usage will lead to:
    • Immediate service suspension
    • Legal action, if applicable

Grahora shall not be liable for payment failures caused by banking systems, networks, or third-party platforms.

5. Cancellation & Refunds

  • Cancellation and refund policies vary based on service type:
    • Stay bookings
    • Dining orders
    • Event bookings

Users are advised to review the respective policies before booking.

Refund Processing

  • Eligible refunds (if applicable) will be processed within 5–7 business days
  • Refunds will be issued via the original payment method

Grahora reserves the right to deny refunds in cases of policy violations or misuse.

6. Guest Responsibility

  • Guests must provide valid identification as required
  • The primary guest must be 18 years or above

Guests are responsible for:

  • Their conduct
  • Safety of belongings
  • Compliance with local laws

7. Prohibited Activities

The following activities are strictly prohibited:

  • Illegal activities of any kind
  • Use or possession of illegal substances
  • Property damage or vandalism
  • Disturbance to other guests or staff
  • Misbehaviour, harassment, or abusive conduct

Violation may result in:

  • Immediate eviction
  • Cancellation without refund
  • Legal action

8. Property, Damage & Liability

Guests shall be responsible for any damage caused to:

  • Rooms
  • Furniture
  • Fixtures
  • Equipment or property

All damages will be charged accordingly.

Limitation of Liability

Grahora shall not be liable for:

  • Loss, theft, or damage of personal belongings
  • Service delays due to external factors
  • Interruptions caused by circumstances beyond control

9. Indemnity Clause

The guest/user agrees to indemnify and hold harmless Grahora, its owners, staff, and affiliates against:

  • Any loss, damage, or liability caused due to their actions
  • Violations of law or third-party rights
  • Misuse of services or facilities
  • Claims arising from alcohol consumption, guest behavior, or third-party vendors

10. Right to Refuse Service

Grahora reserves the absolute right to:

  • Refuse or deny service to any individual
  • Cancel bookings without prior notice

Grounds may include:

  • Suspicious or fraudulent activity
  • Misconduct or policy violation
  • Safety or operational concerns

11. Surveillance (CCTV) Disclosure

For safety and security purposes:

  • CCTV cameras are installed in common areas
  • Surveillance is conducted in compliance with applicable laws

By entering the premises, guests consent to such monitoring.

12. Service-Specific Terms

All services are governed by their respective policies:

  • Stay Policy
  • Dining Policy
  • Event Policy

These policies form an integral part of these Terms & Conditions.

13. Compliance with Laws

  • Guests must comply with all applicable laws of Rajasthan, India
  • This includes:
    • Alcohol regulations
    • Noise restrictions
    • Public conduct

14. Force Majeure

Grahora shall not be held responsible for failure or delay due to:

  • Natural disasters
  • Government restrictions
  • Strikes or emergencies
  • Any unforeseen circumstances beyond control

15. Privacy & Data Usage

Customer data may be collected for:

  • Booking confirmation
  • Communication and support
  • Service delivery

Data may be shared with trusted third parties (e.g., payment gateways) only as required.

Grahora does not sell customer data.

 (Full details are covered under our Privacy Policy)

16. No Guarantee Clause (Service Variability)

While Grahora strives to deliver high-quality services:

  • Exact experience, timing, and availability may vary
  • Delays or changes due to operational or external factors may occur

Such variations shall not be considered grounds for refund or dispute.

17. Modification of Terms

Grahora reserves the right to:

  • Modify, update, or revise these Terms at any time

Updated Terms shall be effective upon publication on official platforms.

18. Dispute Resolution & Jurisdiction

In case of disputes:

Step 1: Mutual Resolution

Parties shall first attempt resolution through discussion.

Step 2: Arbitration

If unresolved, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996.

Jurisdiction

Courts in Jaipur, Rajasthan shall have exclusive jurisdiction.

 

19. Contact Information

For any queries or support:

 

GRAHORA – STAY POLICY

  1. Check-in & Check-out

Standard Stay

  • Check-in Time: 12:00 PM
  • Check-out Time: 11:00 AM (next day)

Early check-in and late check-out may be provided subject to availability and may incur additional charges.

Flexible Stay / Quick Refresh

Grahora offers short-duration stays (3 to 6 hours) for travelers and guests requiring quick rest or refresh.

  • Available throughout the day
  • Subject to availability
  • Charges applicable based on duration
  1. Booking & Payment Policy
  • A minimum 20% advance payment is required to confirm all bookings (online & offline).
  • Remaining amount to be paid at check-in or as per booking terms.
  • Walk-in bookings are allowed at any time, subject to room availability.
  1. Cancellation & Refund Policy

Standard Room Bookings

  • 100% refund if cancelled before 48 hours
  • 50% refund if cancelled before 24 hours
  • No refund within 24 hours of check-in
  • No-show: Full booking amount will be charged

Promotional Bookings

  • Bookings made under special offers, discounted rates, or packages are
    non-cancellable and non-refundable

Flexible / Short Stay Bookings

  • All quick refresh / hourly bookings are
    non-refundable and valid only for the selected time slot
  1. ID & Guest Policy
  • A valid government-issued ID is mandatory for all guests at check-in
  • Accepted IDs:
    • Aadhaar Card
    • Driving License
    • Passport
    • Voter ID

PAN Card is not accepted*

Guest Eligibility

  • Minimum age for check-in: 18 years
  • Local IDs are allowed
  • Couples allowed
  • Foreign guests allowed with valid passport & visa

Important Notes:

  • Guests without valid ID will not be allowed to check in
  • Fake or tampered IDs will lead to immediate rejection
  • Any illegal activity will result in strict legal action
  1. Extra Guest Policy
  • Extra guests are allowed subject to room capacity

Charges:

  • Below 6 years: Free (no extra bed)
  • 6–12 years: Chargeable (as applicable)
  • Above 12 years: Treated as an adult
  1. Security Deposit & Damage Policy
  • A security deposit may be collected at check-in (if applicable)
  • Guests are responsible for any damage to room, property, or assets

Inspection Rule:

  • Rooms will be inspected at the time of check-out
  • Any damages will be charged accordingly
  1. Outside Food Policy
  • Outside food is allowed only with prior management approval
  1. Conduct, Alcohol & Smoking Policy

Alcohol Policy

  • Alcohol consumption is allowed only for private use
  • Strictly no nuisance, disturbance, or illegal behavior
  • Underage drinking is strictly prohibited as per Rajasthan law

Smoking Policy

  • Smoking is allowed only in designated outdoor areas
  • Smoking inside rooms is strictly prohibited

General Conduct

  • Guests are expected to maintain decorum and respect other guests
  • Any misconduct, illegal activity, or disturbance may lead to
    immediate eviction without refund
  1. Right to Refuse Check-in

Grahora reserves the right to deny check-in in case of:

  • Invalid ID
  • Suspicious behavior
  • Policy violation

GRAHORA – DINING POLICY

1. Dine-In Policy

  • Seating is offered on a first-come, first-served basis
  • Guests are requested to place an order to avail seating
  • The management reserves the right to manage or limit seating during peak hours

Service & Order Guidelines

  • All food is prepared fresh upon order
  • Preparation time may vary depending on:
    • Order volume
    • Item complexity
    • Peak hours

Dining Rules

  • Outside food and beverages are not permitted within the dining premises
  • Guests are expected to maintain proper decorum and hygiene

2. Takeaway (Parcel) Policy

  • Takeaway service is available for all guests and travelers
  • Food is packed using appropriate packaging to maintain quality and hygiene

Packaging

  • Additional packaging charges may apply for certain items

Order Handling

  • Once an order is prepared or dispatched, cancellation or modification may not be possible
  • Guests are requested to collect orders within the provided timeframe

3. Delivery Policy

  • Delivery service is available subject to location, order value, and operational feasibility

Delivery Timelines

  • Estimated delivery time is indicative only
  • Delays may occur due to:
    • Traffic
    • Weather conditions
    • High order volume

Delivery Responsibility

  • Guests are requested to check their order at the time of delivery
  • Any issues must be reported immediately upon receipt

4. Order Cancellation & Refund Policy

  • Within 5 minutes of placing order:
    → Cancellation allowed without any charge
  • Before preparation begins:
    → 20% cancellation charge applicable
  • After preparation or dispatch:
    → No cancellation / No refund

Refund Processing

  • Any eligible refunds (if applicable) will be processed within a reasonable timeframe
  • Refunds will be made through the original mode of payment

5. Pricing & Charges

  • All menu prices are clearly displayed
  • Applicable taxes (GST) will be charged as per government norms
  • Any additional charges (if applicable) will be communicated transparently

6. Quality & Hygiene Commitment

At Grahora, we ensure:

  • Freshly prepared food
  • Clean kitchen and service areas
  • Strict hygiene and safety standards

Important Note

Grahora reserves the right to modify dining services, menu items, pricing, and policies without prior notice, based on operational requirements.

7. Food Quality & Complaint Resolution Policy

Quality Assurance
All dishes are prepared using quality ingredients under hygienic conditions. We strive to maintain consistency in taste and presentation.

Reporting an Issue
In the unlikely event of any concern regarding food quality, taste, or order accuracy, guests are requested to notify us immediately at the time of dining or within a reasonable time after delivery.

Resolution Process
Upon verification of the concern, the management may offer an appropriate resolution, which may include:

  • Replacement of the item
  • Correction of the order
  • Other suitable action as deemed appropriate

Non-Eligible Cases
Complaints may not be considered in the following situations:

  • Significant portion of the food has already been consumed
  • Delay in reporting beyond a reasonable timeframe
  • Change in taste preference or personal liking

Management Discretion
All resolutions are subject to review and approval by the management.

8. Service & Delivery Time Disclaimer-

Preparation & Service Time
all orders are freshly prepared. Preparation and service times may vary depending on order size, complexity, and peak hours.

Delivery Timelines
Estimated delivery times are indicative and may be affected by factors such as traffic, weather conditions, location, and order volume.

Delay Disclaimer
while we make every effort to ensure timely service, delays may occasionally occur due to operational or external factors. Such delays shall not be considered grounds for cancellation or refund.

GRAHORA – EVENT & CELEBRATION POLICY

1. Booking & Payment Terms

  • A minimum 30% advance payment is required to confirm any event booking
  • Payment structure:
    • 30% at the time of booking
    • 50% before event commencement
    • 20% after event completion
  • The booking will be considered confirmed only upon receipt of advance payment

2. Cancellation Policy

  • The advance amount is non-refundable under all circumstances
  • Any expenses incurred towards event preparation, including:
    • Vendor bookings
    • Materials
    • Staffing
    • Arrangements

Shall be borne by the client

Additional Charges on Cancellation

  • For cancellations close to the event date, Grahora reserves the right to levy additional charges based on:
    • Preparations already made
    • Resources committed
    • Business impact

Third-Party Services

  • Services arranged via external vendors (decorators, DJs, etc.) are subject to their own cancellation policies
  • Any applicable charges must be borne by the client

3. Date Change / Rescheduling Policy

  • Rescheduling requests must be made in advance and are subject to availability

Key Conditions

  • Any change in season, demand, or pricing will result in revised applicable rates
  • Less than 7 days before event → Rescheduling not allowed
  •  

Additional Terms

  • Advance may be adjusted against the new date (subject to approval)
  • Limited number of changes may be permitted
  • All requests are subject to management approval
  •  

Third-Party Vendors

  • External vendor services will follow their own rescheduling policies
  • Any additional charges will be borne by the client
  •  

4. Event Duration & Timing

  • Event timings will be pre-agreed and fixed
  • Duration includes:
    • Setup time
    • Event time
    • Wrap-up time

5. Overtime Policy

  • Any extension beyond the agreed time will attract additional charges (as applicable)

6. Legal Compliance

  • Music and loud sound must comply with local regulations and permitted hours

7. Guest Capacity & Entry

  • A pre-declared guest count is mandatory
  • Entry beyond approved capacity is strictly not allowed
  • All capacity limits are subject to:
    • Safety standards
    • Local authority regulations

8. Decoration Policy

In-House & External Decorators

  • Guests may choose:
    • Grahora’s in-house decoration services
    • External vendors (with prior approval)

Approval Requirement

  • All decoration plans must be approved in advance

Restrictions

To protect property and maintain standards:

  • No nails, drilling, or adhesives on walls/ceilings
  • No damage-causing installations
  • No open flames or hazardous materials (unless approved)

Setup & Removal

  • Must be completed within allocated time
  • Delays may attract additional charges

Damage Responsibility

  • Any damage caused will be charged to the client
  • A refundable security deposit may be required

Vendor Conduct

  • External vendors must follow all Grahora policies and coordinate with management

9. DJ & Music Policy

  • DJ / speakers are allowed with prior approval

Conditions

  • Music allowed only till permitted legal hours
  • Volume must be controlled — no excessive noise

Legal Responsibility

  • Any special permissions (if required) must be arranged by the client
  • Non-compliance may lead to immediate stoppage of music

10. Food & Catering Policy

In-House Catering

  • All food services will be provided by Grahora only
  • Outside catering is not permitted

Event Planning

  • Menu must be finalized in advance
  • Guest count must be confirmed prior to the event
  • Food service timing will be pre-planned

Custom Requests

  • Special dietary requirements may be accommodated subject to feasibility

Wastage Policy

  • Food production is based on confirmed count; unnecessary wastage should be avoided

11. Alcohol Policy

  • Alcohol is permitted in a controlled and responsible manner

Conditions

  • Consumption allowed only within designated event areas
  • Strict compliance with Rajasthan laws
  • Underage drinking is strictly prohibited

Management Rights

  • The management reserves the right to:
    • Stop alcohol service
    • Take action in case of misuse or disturbance

Liability Clause

  • Grahora shall not be liable for any misuse, misconduct, or legal violation related to alcohol consumption

12. Security Deposit

  • A security deposit may be required depending on the event scale
  • Any damages, losses, or violations will be adjusted against the deposit

13. Conduct & Usage Policy

Guests and organizers are expected to maintain proper conduct.

Strictly Prohibited:

  • Loud, abusive, or inappropriate behaviour
  • Property misuse or damage
  • Illegal activities
  • Disturbance to other guests
  • Misbehaviour with staff

Management Rights

  • Grahora reserves the right to:
    • Stop the event
    • Remove individuals
    • Take necessary action

👉 In such cases, no refund will be applicable

14. Force Majeure

Grahora shall not be held responsible for delays, cancellations, or changes due to events beyond control, including:

  • Natural disasters
  • Government restrictions
  • Law & order situations
  • Unforeseen operational issues

Acceptance, Entire Agreement & Effective Date

By accessing, booking, or using any services offered by Grahora, the user confirms that they have read, understood, and agreed to these Terms & Conditions, including all service-specific policies (Stay, Dining, and Events).

These Terms, along with all applicable policies and the Privacy Policy, constitute the complete and binding agreement between Grahora and the user. No verbal communication or external representation shall override these Terms unless confirmed in writing by Grahora management.

These Terms & Conditions shall be effective from the date of publication and shall remain in force unless updated or revised by Grahora.

— Grahora Living Co. Management

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