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Force Majeure Policy

Effective date: [20/07/2026]

This Policy explains how ValeStays (operated by RIVARA STAYS PRIVATE LIMITED) handles bookings and stays affected by events beyond reasonable control. It forms part of our Terms & Conditions and works together with our Cancellation & Refund Policy — where refund mechanics apply, that policy governs the amounts and timelines.

1. What Counts as a Force Majeure Event

A Force Majeure Event is an event beyond the reasonable control of either ValeStays or the guest that prevents, delays, or materially affects a booking or stay. It includes, without limitation:

• Natural disasters — floods, earthquakes, cyclones, severe storms
• Fires or explosions affecting the property or its access
• Epidemics, pandemics, and public-health emergencies
• Government restrictions, lockdowns, curfews, or evacuation orders
• Civil unrest, riots, or security situations
• Strikes or industrial action materially affecting operations
• Prolonged utility or infrastructure failure beyond our systems (city-level power/water outages exceeding our backup capacity, area-wide telecom failure)
• Court or regulatory orders preventing operation

2. What Does NOT Count

Being clear about the boundary protects both sides:

• Personal circumstances — illness of a traveller, visa refusal, changed plans, family events — are covered by the Cancellation & Refund Policy, not this Policy. (For treatment-linked stays with unpredictable durations, ask for flexible terms at booking — that’s a standing feature, not a force majeure matter.)
• Ordinary travel disruption — flight delays and cancellations, traffic, missed trains. These are handled under our late-arrival provisions: message us and we hold your apartment; a delayed arrival with notice is never a no-show.
• Routine maintenance issues — an AC fault or WiFi outage in your apartment is our responsibility to fix under our service commitments, not a force majeure event.
• Events that were foreseeable and avoidable, or already public at the time of booking.

3. If a Force Majeure Event Affects Your Booking (Before Check-In)

Where a qualifying event prevents your stay:

• At minimum, we offer free rebooking to alternative dates — no change fees, no rate penalty for equivalent stays.
• Refunds are provided as required by applicable law and your booking terms, processed per the timelines in the Cancellation & Refund Policy.
• Where only your specific apartment or building is affected but others are operational, we will first offer a comparable alternative apartment in the portfolio for your original dates.
• We will contact affected guests proactively as soon as an event’s impact is known — you should not have to chase us during a crisis.

4. If an Event Occurs During Your Stay

• Guest safety comes first: follow local authority instructions, and see Emergency Assistance for immediate protocols — our on-ground teams coordinate building-level safety and remain reachable 24×7.
• Where your apartment becomes unusable, we will relocate you to a comparable apartment where feasible.
• Where the stay cannot continue and relocation isn’t possible, the unused portion is handled proportionately — credited or refunded per the Cancellation & Refund Policy and applicable law.
• For monthly and corporate stays, we will additionally work with you (or your company’s account contact) on adjusted terms reflecting the disruption’s actual duration.

5. What We Do During Any Qualifying Event

Our commitments, not our discretion:

1. Proactive communication with every affected guest — what’s happening, what it means for your booking, what your options are.
2. Coordination on the ground — our building teams manage safety, access, and authority directives at each property.
3. Options in writing — rebooking, relocation, or refund alternatives stated clearly, so your decision is informed.
4. Restoration — commercially reasonable efforts to restore normal operations as quickly as conditions allow, with updates until resolved.

6. How Events Are Verified

Force majeure determinations are based on verifiable facts — official declarations, government orders, weather advisories, or documented conditions at the property — not case-by-case discretion. Where an event is officially declared (e.g., a government lockdown), it applies automatically to affected bookings; where it’s localised (e.g., a building-specific fire), our incident documentation establishes it. We’ll tell you which basis applies to your booking.

7. Mutual Relief

During a qualifying event, neither ValeStays nor the guest is liable for failure to perform obligations that the event prevents — this works both directions. Nothing in this Policy limits rights that cannot be limited under Indian law, and nothing in it reduces the service commitments we make in our Terms & Conditions for circumstances within our control.

8. Questions & Contact

WhatsApp/Phone: +91 70046 48283 (24×7 during any active event) · Email: support@valestays.com During emergencies: Emergency Assistance · Company details: Company Details