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Hotel Subscription and Partner Agreement

Version 2026-10-24 · effective 24 October 2026

Summary

This summary helps you find your way around. It is not part of the agreement and does not replace the full text below.

  • This agreement is between your hotel and the Stayantra company that serves your country. Hotels in Nepal contract with [Pending: Nepal Stayantra company legal name] under Nepal law. Every other hotel contracts with [Pending: UK company legal name] under the laws of England and Wales.
  • Your owner accepts this agreement in the dashboard for the hotel. If we make a material change, the owner must accept the new version to keep using the dashboard.
  • You pay a subscription for the modules or package you choose and the number of rooms you choose. You can try it free first. Prices change only at your renewal, after notice. Invoices come before each period. Unpaid invoices lead to a past-due period and then to your account being frozen.
  • Hotels whose paid Plan starts before 1 February 2027 get 20% off for their first 12 months (the Founding offer, section 5.9).
  • Our AI, Exubee, starts in Co-Pilot: it proposes and a person at your hotel approves. Auto-Pilot is only available per stream, after the stream has earned it, with the owner's signed opt-in. Your hotel stays responsible for its prices, messages and posts.
  • Listing on the Stayantra marketplace is included. We publish how ranking works, we label paid placements, we do not impose rate parity, and we give reasons and notice before we restrict or remove a listing.
  • Guests can pay through Stayantra (we collect as your limited agent and remit to you), pay you directly, or pay at the hotel. You decide and bear refunds under your policy and the law.
  • For your guests' and staff's personal data, you are the controller and we are your processor under the Data Processing Addendum.
  • We may ask to feature your hotel's own improvement in a post on Stayantra's own channels. Nothing is published unless the owner or a co-owner approves the exact post. A post uses percentages only, compares your hotel only with its own earlier results, and does not name you unless you choose. You can decline any request, switch requests off, or withdraw a post at any time.
  • Stayantra Rewards is optional. Points your Hotel buys cost NPR 0.10 each, never expire and cannot be cashed out while you stay with us. If you leave Stayantra, we refund the purchased points still in your wallet, less the charges for making the refund. Stayantra keeps the value of points that expire or are cancelled. See section 10A.
  • You can cancel at any time, effective at the end of your paid period. For 90 days after that your hotel is frozen read-only: you can export everything, and reactivating restores it intact.

1. Parties, acceptance and contracting entity

1.1 Who you contract with. This Hotel Subscription and Partner Agreement (the Agreement) is between the hotel business named in your Stayantra account (you, your or the Hotel) and the Stayantra company that serves you (Stayantra, we, us or our):

  • if your hotel is located in Nepal: [Pending: Nepal Stayantra company legal name], company number [Pending: Nepal company registration number (Office of the Company Registrar)], PAN [Pending: Nepal PAN / VAT number], registered office [Pending: Nepal registered office address]; and
  • if your hotel is located anywhere else: [Pending: UK company legal name], a company registered in England and Wales with number [Pending: UK company registration number (Companies House)], registered office [Pending: UK registered office address].

Where your hotel has properties in more than one country, each property contracts with the Stayantra company for the country where that property is located.

1.2 The Stayantra companies and our technology licensor. [Pending: UK company legal name] and [Pending: Nepal Stayantra company legal name] are together the Stayantra companies. Exubee is the AI technology inside Stayantra: the software, methods and designs that orchestrate its AI agents and run its learning loop, memory, context management, autonomy (Co-Pilot and Auto-Pilot) and guardrails, together with its model routing and evaluation tools. Exubee is owned by Nexalaris Tech Pvt. Ltd., which has granted the Stayantra companies a perpetual and irrevocable licence to use Exubee in Stayantra. If the Stayantra business passes to another company, the licence passes with it, so the Exubee features you use carry on. Nexalaris Tech Pvt. Ltd. is a licensor and service provider to us. It is not a party to this Agreement and you have no contract with it.

1.3 Acceptance. The owner of the Hotel accepts this Agreement in the Stayantra dashboard, on behalf of the Hotel. The dashboard shows the version and effective date. We record who accepted, which version, and when, and we keep that record as evidence that cannot be edited. By accepting, the owner confirms they have authority to bind the Hotel (see section 4).

1.4 Business use only. You use Stayantra for the purposes of your trade or business. You are not a consumer under this Agreement. Guests who book on the marketplace have separate terms with us.

2. Definitions

In this Agreement:

  • Account means the Hotel's Stayantra account and everything in it.
  • Auto-Pilot means a mode in which Exubee carries out actions within one Stream without a person approving each action, within Guardrails.
  • Co-Pilot means a mode in which Exubee proposes actions and a person at your hotel approves each one before it happens.
  • Guardrails means the limits we set on what the AI Features may do, such as the maximum daily price change or a marketing spend cap.
  • AI Features means the parts of the Services powered by Exubee, including assistants, agents, recommendations, content generation, document reading and automation.
  • Exubee has the meaning given in section 1.2.
  • Guest means a person who books, stays at, enquires with or pays the Hotel.
  • Hotel Content means everything you or your users put into the Services, including property details, photos, room types, rates, availability, policies, and texts.
  • Hotel Data means the data in your Account about your hotel, your Guests and your staff, including Hotel Content and personal data you control. It also includes the policies, memories and decisions that Exubee learns from that data.
  • Listing means your Hotel's presence on the Stayantra marketplace and in the Stayantra Go app.
  • Marketplace means the Stayantra marketplace at marketplace.stayantra.com, the Stayantra Go app and the public AI and agent interfaces through which outside assistants search and book Stayantra hotels.
  • Order means a written order form, quote or signed agreement with us that refers to this Agreement.
  • Plan means your subscription: the package or modules you choose, your Room Count and any add-ons.
  • Price Book means a published version of our prices, packages and pricing rules. Section 5.8 says which Price Book applies to you.
  • Room Count means the number of rooms your Plan covers, which you choose under section 5.1.
  • Services means everything described in section 3.
  • Stream means one area of AI work that graduates separately, such as pricing, marketing, operations, guest triage, reviews, events, finance or staff.
  • Users means your owners, co-owners, managers and staff who use the Services under your Account.

3. The Services

3.1 Depending on your Plan and the modules you choose, the Services include:

  1. The Stayantra hotel system: the web dashboard at app.stayantra.com for reservations, front desk, housekeeping, billing and folios, finance, inventory, staff, events, food and beverage, reports and settings.
  2. Stayantra Connect: the staff mobile app.
  3. A per-hotel website built on Stayantra, with direct booking.
  4. Your Listing on the Marketplace, described in section 9.
  5. A channel manager connection through our partner Channex, which sends your availability and rates to online travel agencies (OTAs) and receives their bookings.
  6. AI Features, powered by Exubee, described in section 8.
  7. Integrations you choose to connect, such as your WhatsApp Business account, your Facebook and Instagram pages, payment providers, and outside AI assistants you connect through our public interfaces.

3.2 Changes to the Services. We improve the Services continuously. We may change or remove a feature, but we will not materially reduce the core functions of your paid Plan during a paid period. If we remove a feature you pay for separately, we will give you at least 30 days' notice and a pro-rata refund of any prepaid fee for that feature.

3.3 Beta features. Features marked "beta" or "preview" are optional, may change or end at any time, and are provided without any service commitment.

4. Accounts, owners, co-owners and staff

4.1 The owner. Each Hotel has an owner. The owner controls the Account, accepts this Agreement and its updates, chooses the Plan, and opts in to Auto-Pilot. The Hotel may add co-owners, who share the owner's authority as the dashboard shows.

4.2 Authority to bind the Hotel. Whoever accepts this Agreement, or any update, Order or Auto-Pilot opt-in, confirms that they are the owner or a co-owner of the Hotel, or are otherwise authorised to bind it. If that is not true, that person is personally responsible to us for any loss this causes.

4.3 Staff users. You decide who your Users are and what roles and permissions they have. You are responsible for everything done under your Account, including by your Users, and for removing access when someone leaves. Every notice, alert and permission a manager receives is also available to the owner.

4.4 Security of access. Keep passwords and devices secure. Do not share log-ins. Tell us at once at info@stayantra.com if you suspect unauthorised access.

4.5 Ownership transfer. If the Hotel changes hands, the current owner can transfer ownership to a new owner using the transfer process in the dashboard. The new owner must accept this Agreement. Transfer moves the Account, including its Hotel Data, to the new owner. The outgoing owner is responsible for making sure the transfer is lawful, including telling staff and guests where the law requires. Fees owed up to the transfer remain owed by the Hotel.

4.6 Accurate information. Keep your business details, tax details and contacts accurate and up to date.

5. Plans, trial, fees and invoicing

5.1 Plans, prices and your Room Count. Our modules, packages, add-ons and prices are published at stayantra.com/pricing, in Nepali rupees, Indian rupees and US dollars. Each module has a base fee that covers a first number of rooms and a fee for each further room, as the Price Book sets out. You choose your Room Count, at least one room. It is the basis of your subscription fees and the most rooms you can set up in the Services; dormitory beds count towards it at the rate the Price Book states. To add a room beyond your Room Count, the owner must first raise it, and the increase is charged pro rata from that day to the end of the billing period. A lower Room Count takes effect from your next renewal. If an Order sets a different price, the Order applies.

5.2 The trial. You can try the Services free for a trial period, currently 1 month. We may extend the trial, up to 3 months in total. When the trial ends, the Account is frozen (see section 6) until you choose a paid Plan. You do not need a card to start.

5.3 Billing periods. You can pay monthly or annually. Annual billing charges the months the Price Book states (currently 11) for 12 months of your modules; the Exubee Cockpit add-on is charged for all 12 months and Auto-Pilot is billed monthly under section 5.5.

5.4 Invoices. We issue an invoice before each billing period. There is no automatic card debit: you pay each invoice using the methods shown on it. Invoices are due on the date shown.

5.5 AI charges. Exubee Cockpit is an add-on charged as the pricing page shows. Auto-Pilot is billed per Stream, per month, at the price in your Price Book, for each Stream that is on Auto-Pilot during that month; a Stream back on Co-Pilot is not billed. There is no fee for switching a Stream to Auto-Pilot or back. Add-ons are never discounted.

5.6 Taxes. Our prices exclude taxes unless stated. We add VAT and any other tax that the law requires us to charge. You are responsible for your own taxes, including tax on your accommodation and other sales to Guests, whichever payment route the Guest uses.

5.7 Withholding tax. If the law requires you to withhold tax from a payment to us, including tax deducted at source (TDS) in Nepal, you must increase the payment so that we receive the full invoiced amount after the withholding. This does not apply to the extent we are able to credit the withheld amount in full against our own tax and you give us the official withholding certificate within 30 days of the payment. In that case you may pay the invoice net of the withheld amount.

5.8 Price changes. Your subscription is priced from the Price Book in effect when it started, or the one we later moved you to under this section. We may publish a new Price Book at any time. It reaches your Hotel only at your first renewal after at least 30 days' notice to the owner; until then your invoices are priced from your current Price Book. If you do not agree, you can cancel before the change takes effect.

5.9 Founding offer. If your Hotel's first paid Plan starts before 1 February 2027 (Kathmandu time), we take 20% off its subscription for its first 12 months on a paid Plan, on monthly and annual billing alike. The discount is applied automatically when your trial converts to a paid Plan; there is no code to enter. It does not apply to the add-ons in section 5.5, and it is the one promotion your subscription can carry while it runs. On annual billing you also keep the complimentary months under section 5.3. When the 12 months end, your Plan is charged at the list price of your Price Book, and your invoices show that price and the date it applies from.

5.10 Hotel referral months. If you invite another hotel and it converts to a paid Plan, both hotels get one free month. If a hotel is on a paid Plan, the month is added to its current period. If not, the month is kept and applied when that hotel converts. Free months have no cash value and cannot be transferred.

5.11 No commission today. We do not currently charge commission on Marketplace bookings. If we introduce any charge on Marketplace bookings, we will give you at least 30 days' notice, it will apply only to bookings made after the notice ends, and you may cancel before it applies.

5.12 Refunds of our fees. Fees are non-refundable except where the law requires or this Agreement, the DPA or our Payments, Cancellations and Refunds policy says otherwise.

6. Late payment, past due and freezing

6.1 Past due. If an invoice is unpaid 14 days after its due date, your Account becomes past due. We will tell the owner. You then have a grace period of 14 days during which the Services continue.

6.2 Frozen. If the invoice is still unpaid when the grace period ends, your Account is frozen. While frozen, you cannot take new bookings through Stayantra, but you can still check guests out, settle their folios and view your records. We will lift the freeze promptly once you pay.

6.3 Guests already booked. Freezing does not cancel existing bookings. You remain responsible to your Guests for their bookings.

6.4 Disputed invoices. If you dispute an invoice in good faith, tell us within the grace period. We will not freeze the Account for the disputed amount while we work it out with you, as long as you pay the rest.

7. Updates to this Agreement

7.1 We may update this Agreement. We will show the new version in the dashboard and send it to the owner at least 30 days before it takes effect, except for changes needed to comply with the law or to address a security risk, which can take effect sooner.

7.2 If a change is material, the owner must accept the new version to keep using the dashboard. If you do not accept, you may end this Agreement before the change takes effect without any charge for ending it, and we will refund any prepaid fees for the period after the end date.

7.3 Changes do not apply to a dispute that arose before they took effect.

8. AI features and autonomy

8.1 Co-Pilot first. Every AI Feature that acts on your hotel starts in Co-Pilot. In Co-Pilot, Exubee proposes and a person at your hotel reviews and approves each action. You must review AI outputs before you approve them.

8.2 Graduation to Auto-Pilot. A Stream may move to Auto-Pilot only when both of these are true:

  1. the Stream has met its approval threshold: agreement between the AI's proposals and your team's decisions of between 85% and 92%, over a minimum number of decisions (between 20 and 100) and a minimum period (between 30 and 90 days), depending on the Stream. The thresholds for each Stream are shown in the dashboard;
  2. the owner has opted in for that Stream, with a typed signature, after reading what the Stream will do.

We never switch a Stream to Auto-Pilot without your opt-in.

8.3 Guardrails. On Auto-Pilot, Exubee acts only within Guardrails we set, for example a maximum daily price move of 15%, caps on marketing spend, and refund caps. Guardrails may be tightened at any time.

8.4 Kill switch and demotion. You have a kill switch that stops all AI actions for your Hotel at once. Any Guardrail breach instantly demotes the Stream back to Co-Pilot. A Stream is also demoted if its results decline over a sustained period, and the owner can demote any Stream at any time without charge. Demotion is never sold and never blocked.

8.5 The audit ledger. Every AI action is recorded in an append-only audit ledger that you can see in the dashboard. Entries cannot be edited or deleted, by you or by us.

8.6 What AI never does. Exubee never issues a refund: refunds are always made by a person (see section 10.5). Exubee never sends WhatsApp messages.

8.7 What AI can do on Auto-Pilot. Depending on the Streams you graduate, Exubee can, for example, publish prices (including to OTAs through the channel manager) and publish approved marketing posts to your connected Facebook and Instagram pages.

8.8 You remain responsible. Everything Exubee does for your Hotel, in Co-Pilot or Auto-Pilot, is done in your name. You remain responsible for your decisions, prices, Guest communications, and posts, including their accuracy and lawfulness.

8.9 AI can be wrong. AI outputs are generated automatically and can be incomplete, out of date or wrong, including document readings, translations, summaries and price suggestions. Do not rely on an AI output as professional, legal, tax or financial advice.

8.10 Our commitment. We provide the AI Features with reasonable skill and care. This includes designing, testing and monitoring the Guardrails, the approval thresholds and the kill switch, and fixing faults we find.

8.11 Transparency to Guests. Guests talking to Exubee are told that replies are generated by AI, and a Guest can always ask for a person. You must staff that hand-off. You must not present AI-generated content as coming from a named person when it did not. Stayantra marks images made with its AI image tool as AI-generated in the Services, and adds the line "Image created with AI." to the caption when you publish one to Facebook or Instagram through the Services. When you publish media that was generated or edited with AI, including through the Services, you are responsible for applying any further label the law or the platform requires (for example Meta's "AI info" label), as the Acceptable Use Policy also requires.

8.12 AI providers. AI Features send the data needed for each task, which can include personal data, to AI model providers through our AI routing provider. The Data Processing Addendum and our sub-processor list describe this.

8.13 Exubee belongs to its developer. Exubee, as section 1.2 defines it, is owned by Nexalaris Tech Pvt. Ltd. and licensed to the Stayantra companies under the perpetual and irrevocable licence described there. You get no rights in Exubee beyond using it as part of the Services under this Agreement. Your data is not part of Exubee. Policies, memories and decisions that Exubee learns from your hotel's data are Hotel Data, and Nexalaris Tech Pvt. Ltd. may not use them outside Stayantra. Section 14.4 explains who owns the content Exubee generates for you.

9. Your Listing on the Marketplace

This section follows the EU Platform-to-Business Regulation (Regulation (EU) 2019/1150), the UK version of it, and the intermediary duties in section 14 of Nepal's Electronic Commerce Act 2081 (2025).

9.1 Your role and ours. For every booking through the Marketplace, your Hotel provides the accommodation and the contract for the stay is between the Guest and your Hotel. Stayantra is an online intermediary. We do not operate accommodation of our own on the Marketplace.

9.2 Accurate Listings. You must keep your Listing accurate, complete and current, including:

  • property name, address, contact details and legal business details;
  • photos that show the actual property and rooms as they are today, without misleading editing;
  • room types, facilities and accessibility information;
  • prices that include every mandatory tax, service charge and fee, so the total the Guest will pay is shown before they pay. You must not add a mandatory charge later that was not shown;
  • your cancellation, no-show and refund policy, and any other house rules;
  • any licence, registration or tourism classification the law requires you to hold, which must be valid.

9.3 Honouring bookings. You must honour every confirmed booking at the price and on the terms shown to the Guest. If you cannot, you must tell the Guest at once and arrange or refund as section 10.5 and the law require.

9.4 How ranking works. Search results are sorted by star rating and then by name. The featured hotels shown on the Marketplace are chosen by a published merit score based on guest rating (55%), number of reviews (15%), completeness of your profile (20%) and star class (10%). The featured city shown to a visitor may depend on the visitor's approximate location. Full details are at marketplace.stayantra.com/ranking. We will tell you before we change the main ranking parameters.

9.5 Sponsored placements. You may buy a Sponsored placement from us. Up to 2 of the 6 featured places in a city are sponsored, and they are always labelled "Sponsored". A sponsored hotel must meet the same quality conditions as any featured hotel. Paying has no effect on search results or city page order. Sponsored placements are the only way payment affects placement.

9.6 No rate parity. Stayantra does not require you to offer the same or better prices or conditions on the Marketplace than you offer anywhere else. You are free to set your prices on every channel.

9.7 Reviews. Only Guests who stayed through a booking can review your Hotel. You may reply publicly to reviews. You must not suppress, hide or bury genuine reviews, including negative ones, and you must not write, buy or incentivise fake reviews, or offer anything for a review on condition that it is positive. You may ask us to remove a review that breaks our Reviews and Content Guidelines. We decide, and we tell both you and the reviewer the outcome.

9.8 Restriction, suspension and removal. We may restrict, suspend or remove your Listing, in whole or in part, for these reasons:

  • you break this Agreement or the Acceptable Use Policy, including by publishing inaccurate Listing information or not honouring bookings;
  • repeated or serious Guest complaints that we have verified;
  • a legal requirement, a court or authority order, or your licence or registration lapsing;
  • a real risk to the safety of Guests;
  • fraud or suspected fraud, including fake reviews or payment fraud; or
  • your Account is frozen or this Agreement ends.

9.9 Notice and reasons. When we restrict or suspend your Listing, we will give you a statement of reasons, on or before the day it takes effect, referring to the specific facts and the ground above. If we decide to remove your Listing permanently, we will give you at least 30 days' notice with our reasons. We do not have to give that notice where a legal obligation prevents it, where the ground is a risk to safety, fraud or illegal content, or where you have repeatedly broken this Agreement. In every case you may respond, and we will consider what you say.

9.10 Complaints from hotels. You can complain to us about any issue relating to the Marketplace, including a restriction, a ranking question or a technical problem, through our complaints process. We acknowledge every complaint and give it a reference number within 1 business day (and never later than 48 hours), and send you a written, reasoned decision within 15 days. The process is free. We will also consider in good faith a request to use mediation if a complaint is not resolved.

9.11 Data about your Guests. For each Marketplace booking, you receive the data you need to provide and manage the stay: the Guest's name, contact details, dates, room, number of guests, special requests, preferences the Guest chose to share, and payment status. You also see your own Listing's performance, including views and the display and click counts for any sponsored placement. You do not receive the Guest's Marketplace account data beyond this, or data about other hotels. We keep Marketplace account, rewards and review data as controller, as our Privacy Policy explains, and we use it on the same terms for every hotel.

9.12 Other hotels and channels. Our Listing terms apply equally to every hotel. Nothing in this Agreement stops you selling through other channels or directly.

10. Guest payments

10.1 Three routes. For each booking the Guest pays by one of the routes you make available:

  1. Pay with Stayantra (online): the Guest pays through our payment providers (eSewa, Khalti, Fonepay, or card through Stripe).
  2. Pay the hotel directly (online): the Guest pays into your own account, whose details we display. The booking stays pending until your staff confirm they received the money.
  3. Pay at the hotel, where you allow it: the Guest pays on arrival.

10.2 Pay with Stayantra: our appointment. For route 1, you appoint Stayantra as your limited payment-collection agent. We are authorised only to receive payments from Guests for your bookings, to hold them for you, to make refunds on your instructions or as section 10.5 allows, and to remit the balance to you. A Guest's payment to us counts as payment to you, and discharges the Guest's obligation to you for that amount, whether or not we have yet remitted it.

10.3 Remittance. We remit what we collected for a booking to your nominated account within 10 days after the Guest checks out: weekly, for stays that checked out by the end of the previous week (Sunday), with a statement for each week. We deduct refunds Stayantra sends to Guests for your bookings; chargebacks lost on your bookings and the payment provider's dispute fee; the payment provider's fee on each payment, at the provider's rate shown on your statement; and any amount you owe us under section 10.4, and any other charges you agreed with us in writing. We send a remittance statement with each payment, and the same statement is in your dashboard. You must keep your payout account details correct. A Guest paying by card in another currency is shown the mid-market rate and a 2% currency conversion margin before paying. The margin is Stayantra's revenue: it is added to what the Guest pays, not taken from what you are owed, and it is shown on your statement.

10.4 Set-off. We may deduct from a remittance any amount you owe us under this Agreement that is due and unpaid, including fees, refunds we made for you and chargebacks. We will show every deduction on the statement.

10.5 Refunds. You decide refunds under your published cancellation policy and the law, and you bear their cost. Refunds are always made by a person, never by AI. You must give a Guest a full refund, including tax, where the law requires it, for example when the stay is materially not as described or you cannot provide it. You must send each refund by the refund date shown on the booking (3 business days after cancellation unless your owner has set a different period). If you do not send a refund you owe by that date, and we still hold the Guest's payment as your payment-collection agent, we will refund the Guest from those funds and deduct the amount from your remittance. If we no longer hold the funds, we will pursue you for the refund and help the Guest, including with information for a chargeback or a complaint. We will tell you what we did and why.

10.6 Chargebacks. If a Guest disputes a card or wallet payment for your booking, you must give us the evidence we ask for promptly. You bear chargebacks and related provider fees for your bookings, except where the chargeback was caused by our own error.

10.7 Pay the hotel directly. For route 2, Stayantra is not a party to the payment and never holds the money. You must check your account and confirm receipt in the dashboard promptly, and you are solely responsible for the payment, receipts, refunds and any dispute about it.

10.8 Pay at the hotel. For route 3, you collect payment on arrival and you are solely responsible for it.

10.9 Invoices to Guests. You issue the tax invoice or receipt for the stay in your own name, whichever route the Guest uses. Stayantra's systems can generate these for you.

10A. Stayantra Rewards for hotels

10A.1 Taking part. Stayantra Rewards is optional. Your Hotel takes part only if its owner or a manager switches it on in the dashboard, and only while your Plan includes Rewards and your Hotel bills in Nepalese rupees. You can stop taking part, or stop accepting points for a time, in the dashboard. How Guests earn, use and lose points is set out in the Stayantra Rewards and Referral Terms (the Rewards Terms). This section covers your Hotel's side.

10A.2 Your points wallet. Your Hotel holds its points in its own wallet. Points enter the wallet only when you buy a points pack, when we add the one-time joining bonus, when a Guest's points reach you under section 10A.7, when points you gave a Guest are reversed because the stay was refunded, or when we correct an error under section 10A.11. The points your Hotel gives Guests come out of this wallet, and you can give only points it holds. One point is worth NPR 0.10 across the whole network.

10A.3 Points packs and their price. Packs are 10,000 points for NPR 1,000, 50,000 points for NPR 5,000 and 100,000 points for NPR 10,000, which is NPR 0.10 a point. Each pack is billed on its own points invoice, and its points are added to your wallet when that invoice is paid. A points invoice is separate from your subscription: paying it does not pay a subscription invoice or lift a freeze under section 6, and leaving it unpaid does not make your Account past due.

10A.4 Joining bonus. The first time your Hotel joins while on a paid Plan, we add a one-time joining bonus to its wallet, by the package your Plan is on: 5,000 points on Nest, 10,000 on Lodge and 20,000 on Retreat, and 5,000 on a Plan built from individual modules. A Hotel that joins during its trial receives it when its first paid period starts. The bonus is given once per Hotel.

10A.5 No expiry. Points in your Hotel's wallet do not expire, including while your Hotel is not taking part. A Guest's points can expire under the Rewards Terms.

10A.6 No cash-out. While this Agreement continues, your wallet points cannot be exchanged for money, sold, or transferred to another hotel or person, and we do not buy them back. You can use them only to reward your own Guests under the Rewards Terms. The only refunds of money for points are those in sections 10A.8 and 10A.9.

10A.7 Accepting points, and the 10% minimum. While your Hotel accepts points, Guests may use them with you as the Rewards Terms allow. You set how much of a Guest's bill may be paid with points, from 10% to 100%. It is 50% unless you change it, and it cannot be set below 10%. Points a Guest uses with you reach your wallet when the Guest checks out, or when the booking is marked a no-show, and you can then give them to other Guests. Points for a perk reach you only if your staff marked the perk as delivered; otherwise they go back to the Guest at check-out.

10A.8 Refund of a pack. A pack is not refundable once paid, except where we charged it in error, where the law requires, or where section 10A.9 applies. We may also refund a pack in other cases at our discretion. If we refund a pack payment, or the payment is reversed (for example through a chargeback), we remove that pack's points from your wallet or, if your Hotel has already given some of them to Guests, as many of them as the wallet then holds.

10A.9 If you leave Stayantra. When this Agreement ends, however it ends, we refund your Hotel's unused purchased points at the price you paid for them (NPR 0.10 a point), less the payment-provider and bank charges for making the refund. We pay the refund after the Agreement's end date, once points held for your Guests' bookings have been settled under the Rewards Terms. Unused purchased points are the lower of the points in your wallet on the end date and the points your Hotel bought in packs that were not already refunded under section 10A.8. The joining bonus and points your Hotel received from Guests are not refunded, and every point left in the wallet is cancelled when the refund is made. Points under a freeze for suspected fraud (section 10A.10) are refunded only once the matter is resolved, and not at all for points found to have been issued or received through fraud. Guests keep the points they have already earned with you. Switching Rewards off in the dashboard, without ending this Agreement, does not end it: your wallet stays yours, and you can switch it back on.

10A.10 Freezing your Hotel's Rewards. We may freeze your Hotel's Rewards, so that it can neither give nor accept points, if:

  • we reasonably suspect points are being issued, received or used through fraud or in breach of this Agreement or the Rewards Terms, for example points for stays that did not happen;
  • a payment for a points pack is disputed with your bank or card issuer, until the dispute ends;
  • you or your Users seriously break this section or the Rewards Terms; or
  • the law, a court or an authority requires it.

We record our reason and show it in your dashboard. While your Hotel is frozen, you must still honour vouchers Guests have already bought from you. We lift the freeze when its reason has ended.

10A.11 Corrections. We may correct an error in your Hotel's wallet by adding or removing points. Each correction is recorded with its reason, and we will tell you about it on request.

10A.12 Breakage. Points that expire in a Guest's account under the Rewards Terms, and points cancelled under sections 10A.8 and 10A.9, are not paid out to anyone. Stayantra keeps the money it received for them.

11. Your legal obligations

You must comply with all laws that apply to your hotel and your use of the Services, including:

  1. holding every licence, registration and tourism classification the law requires;
  2. keeping guest registers and reporting guests to police and immigration authorities as the law requires. In Nepal this includes the police guest register and entering foreign guests' details in the FNMIS immigration system. Your staff do this: Stayantra does not submit reports to authorities for you;
  3. issuing correct tax invoices and paying your taxes;
  4. consumer protection law, including honest pricing and advertising and honouring Guest rights to refunds;
  5. not discriminating against any Guest or staff member on grounds the law protects;
  6. messaging rules. You must have each Guest's opt-in before sending WhatsApp template messages, which are off by default and sent through your own WhatsApp Business account, billed to you by Meta. You must also follow the WhatsApp Business policies;
  7. marketing consent rules for email, SMS and other direct marketing, including honouring unsubscribes;
  8. responding to requests from your Guests and staff to exercise their data protection rights (we help, under the Data Processing Addendum); and
  9. the Acceptable Use Policy.

12. Data protection

12.1 You are the controller. For personal data about your Guests and staff that the Services process for you, including check-in and ID records, in-stay messages, folios, staff records, and guest web profiles your staff choose to run, you are the controller and Stayantra is your processor. The Data Processing Addendum (the DPA) forms part of this Agreement.

12.2 Where we are a controller. The Stayantra companies are controllers, jointly, for platform data: Marketplace and Stayantra Go accounts, Stayantra Rewards, referrals, reviews, and data from our websites and marketing. We are also a controller for data about you and your Users that we need to run our relationship with you, such as billing, account security and support, and for payment data we handle as your collection agent to the extent the law makes us responsible for it. Our Privacy Policy explains this.

12.3 Analytics and service improvement. We may use Hotel Data to create aggregated or de-identified information that does not identify you, any Guest or any person, and use it to operate, secure and improve the Services and to publish general statistics. We do not sell Hotel Data or personal data.

12.4 No marketing of other hotels to your Guests. We do not use the personal data of your Guests that we process for you to market other hotels to them. We may market to a Guest who has their own Marketplace account under our own Privacy Policy and that Guest's consent where needed, but not by using your Hotel Data.

12.5 Featuring your results. This section explains when we may publish a post about your Hotel's results on Stayantra's own website and social media accounts (a Success Story).

  1. What a Success Story says. A Success Story describes an improvement in your Hotel's own results, as recorded in the Services, measured only against your Hotel's own earlier results. It states percentages or changes only. It never states revenue or other money amounts, never includes personal data about your Guests or staff, never reports a decline, and never compares or ranks your Hotel against any other hotel.
  2. Not named unless you choose. A Success Story describes your Hotel by a range of room counts that includes it and by its region, not by its name, exact number of rooms or town. If you choose to be named in a post, that post may use your Hotel's name and, only if you give them to us for that post, the owner's name and a quote.
  3. Nothing is published without your approval. We show each proposed Success Story to the owner and co-owners in the dashboard, with the exact text and image we intend to publish. We publish it only if the owner or a co-owner approves that exact post. If we want to change the post after it is approved, we ask again. A request that is not answered expires, and we do not publish it.
  4. You can say no. The owner or a co-owner can decline any request. Declining a request, or switching requests off under point 5, does not affect your Plan, fees, Services, Listing or ranking.
  5. Switching requests off. The "Don't feature our hotel" switch in Settings stops all future requests for your Hotel. You can switch it back on at any time.
  6. Withdrawing a post. The owner or a co-owner can withdraw an approved Success Story at any time, in the dashboard or by email to info@stayantra.com, including after this Agreement ends. We will remove it from Stayantra's own website and social media accounts within 48 hours of the withdrawal. We cannot remove copies that other people have shared, saved or re-posted, or copies that a social media platform keeps under its own rules.
  7. No payment. Neither party pays the other for a Success Story.
  8. Your permission, and our records. Approving a post is your permission, for that post only, for us to disclose the figures in it despite section 13 and, if you chose to be named, to use your Hotel's name and any name or quote you gave us. We keep a record of each request, the decision on it, who made the decision and when, and any withdrawal.
  9. Section 12.3. Section 12.3 does not allow us to publish anything about your Hotel alone. We publish a post about your Hotel alone only under this section 12.5.

13. Confidentiality

13.1 Each party will keep the other's Confidential Information confidential, use it only for this Agreement, and share it only with its staff, group companies, contractors and advisers who need it and are bound by similar duties. Confidential Information means non-public information disclosed in connection with this Agreement that is marked confidential or that a reasonable person would understand to be confidential, including Hotel Data, our pricing terms under an Order, and our non-public technology.

13.2 This does not apply to information that is or becomes public without breach, was already known lawfully, is independently developed, or is lawfully received from someone else. A party may disclose information when the law, a court or a regulator requires, giving notice to the other party where lawful.

13.3 These duties continue for five years after this Agreement ends, and for as long as the information remains a trade secret or personal data.

14. Intellectual property and licences

14.1 Our platform. The Stayantra platform, software, apps, websites, brand and content are owned by the Stayantra companies or their licensors, except Exubee. Exubee is owned by Nexalaris Tech Pvt. Ltd., which has granted the Stayantra companies a perpetual and irrevocable licence to use it in Stayantra, as section 1.2 explains. We give you a non-exclusive, non-transferable right to use the Services for your hotel business during this Agreement. No other rights pass to you.

14.2 Your content. You keep ownership of Hotel Content and Hotel Data. You grant the Stayantra companies a worldwide, non-exclusive, royalty-free licence during this Agreement to host, copy, adapt (for example resize or translate), display and distribute Hotel Content in order to provide the Services, including to show your Listing on the Marketplace and in Stayantra Go, to build and publish your per-hotel website, to send your content to OTAs through the channel manager, to publish on social media accounts you connect, and to promote your hotel on the Marketplace. After this Agreement ends, we will remove your Listing and website within a reasonable time, but we do not have to remove material already distributed at your instruction, such as content in past posts.

14.3 Your rights to your content. You confirm that you own or have permission to use all Hotel Content, including photos, and that it does not infringe anyone's rights.

14.4 AI-generated content. As between you and us, you own the content Exubee generates for your Hotel, such as prices, posts, messages and images, to the extent the law allows anyone to own it. The intellectual property in Exubee itself stays with Nexalaris Tech Pvt. Ltd., but policies, memories and decisions that Exubee learns from your hotel's data are not part of Exubee: they are Hotel Data, which you keep under section 14.2, and Nexalaris Tech Pvt. Ltd. may not use them outside Stayantra. Similar content may be generated for other hotels. AI-generated images are produced by an outside image provider, and you are responsible for checking them before you publish them and for labelling them as section 8.11 requires.

14.5 Feedback. If you give us suggestions or feedback, the Stayantra companies and Nexalaris Tech Pvt. Ltd. may use them freely without obligation to you.

15. Third-party services

15.1 Some Services depend on third parties, including Channex and the OTAs connected through it, Meta (WhatsApp, Facebook, Instagram), payment providers (eSewa, Khalti, Fonepay, Stripe), Google (Sign-In, Maps), and outside AI assistants you connect. When you connect one, its own terms apply between you and that provider, and you must comply with them.

15.2 We are not responsible for a third party's service, its availability or its changes, except where the failure is caused by us. If a third party changes or withdraws its service, we may have to change or stop the related feature, and we will tell you as early as we can.

15.3 The list of providers that process personal data for us is at /legal/subprocessors.

16. Service levels and support

16.1 We use commercially reasonable efforts to keep the Services available and working. Except for any written service level in an Order, we do not guarantee any particular uptime.

16.2 We will try to schedule planned maintenance outside busy hours and give at least 48 hours' notice in the dashboard of maintenance that we expect to cause significant downtime. Urgent security maintenance may happen without notice.

16.3 Support is available through the dashboard, by email at info@stayantra.com and by phone at [Pending: Customer phone number].

16.4 The hotel system keeps certain front-desk functions working offline and syncs when the connection returns. You should keep your own copies of essential records such as arrival lists.

17. Security

17.1 We protect the Services and Hotel Data with appropriate technical and organisational measures, described in Annex 2 of the DPA. Our responsible disclosure policy is at /legal/security.

17.2 You are responsible for security on your side, including your devices, networks, Users' passwords, and the permissions you give.

18. Suspension

18.1 We may suspend all or part of the Services for your Account if:

  • your Account is frozen for non-payment under section 6;
  • you or your Users seriously break the Acceptable Use Policy;
  • there is a security risk to the Services, to other hotels or to Guests, such as a compromised account; or
  • the law, a court or an authority requires it.

18.2 We will suspend only as much as necessary and for as long as necessary. We will tell you in advance where we reasonably can and otherwise as soon as possible, with our reasons. Suspension of your Listing also follows section 9.9.

19. Term and termination

19.1 Term. This Agreement starts when the owner accepts it and continues until ended under this section. Paid Plans renew for successive monthly or annual periods as you choose.

19.2 Cancellation by you. You may cancel at any time in the dashboard or by writing to us. Cancellation takes effect at the end of the period you have paid for. We do not refund the unused part of a period except where the law or this Agreement says otherwise.

19.3 Termination for convenience by us. We may end this Agreement for any reason by giving you at least 90 days' notice. We will refund prepaid fees for the period after the end date.

19.4 Termination for breach. Either party may end this Agreement by notice if the other materially breaches it and, where the breach can be remedied, does not remedy it within 30 days of written notice describing it.

19.5 Insolvency. Either party may end this Agreement at once by notice if the other becomes insolvent, enters liquidation or administration, or makes an arrangement with its creditors, to the extent the law allows.

20. What happens when this Agreement ends

20.1 Your Listing and per-hotel website are taken down at once. Your dashboard access becomes read-only for the 90-day grace period in section 20.2, then ends.

20.2 Data export, grace period and deletion. When this Agreement ends, your Hotel Data is frozen read-only for 90 days. During that time you can export all of it yourself, at any time, in a commonly used format, and you can reactivate your hotel to restore full access and all your data intact. If you do not reactivate within the 90 days, we delete or anonymise your Hotel Data, except records the law requires us to keep: financial and tax records and guest register records, which we keep, redacted of personal data, for the period the law requires (currently up to 7 years) and then delete; and staff attendance and leave records, which we keep for the same statutory period with staff identifiers pseudonymised.

20.3 Bookings and money. You remain responsible to Guests for bookings already made. We will remit money we hold for you, less any lawful deductions under section 10, and refund your Hotel's unused purchased Stayantra Rewards points under section 10A.9. You must pay any fees due up to the end date.

20.4 Sections that by their nature should continue, including sections 5 (for amounts owed), 10.4 to 10.6, 10A.9, 10A.12, 12, 13, 14.4, 14.5, 20, 21, 22, 23 and 25 to 30, continue after this Agreement ends.

21. Warranties and disclaimers

21.1 Each party confirms it has the power to enter into this Agreement.

21.2 We will provide the Services with reasonable skill and care and in line with good industry practice.

21.3 Apart from what this Agreement expressly says, and to the extent the law allows, we give no other warranties, whether express or implied, including that the Services will be uninterrupted or error-free, that AI outputs will be accurate, or that your hotel will achieve any particular occupancy, revenue or result.

22. Liability

22.1 What is not limited. Nothing in this Agreement limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be limited or excluded by law.

22.2 Indirect loss. Neither party is liable for any indirect or consequential loss, or for loss of profits, revenue, business, goodwill or anticipated savings, in each case whether direct or indirect.

22.3 General cap. Each party's total liability arising out of or in connection with this Agreement in any 12-month period is limited to the greater of (a) the fees paid and payable by you under this Agreement in the 12 months before the event giving rise to the claim and (b) USD 1,000.

22.4 Data protection cap. Each party's total liability for breach of the DPA or otherwise for data protection claims is limited separately to twice the amount in section 22.3 (so never less than USD 2,000).

22.5 Carve-outs. The caps in sections 22.3 and 22.4 do not apply to your obligation to pay fees, to money we collected as your payment-collection agent and must remit to you, or to either party's obligations under section 23 (indemnities).

23. Indemnities

23.1 By you. You will defend us and compensate us for any claims by third parties (including Guests, OTAs and authorities) and the resulting losses, fines and reasonable costs, to the extent they arise from Hotel Content, your hotel's services to Guests, your breach of section 11 or of the law, or content published in your name, including by AI Features at your instruction or under Auto-Pilot, except to the extent caused by our breach of this Agreement.

23.2 By us. We will defend you and compensate you for any claim by a third party that your use of the Services in line with this Agreement infringes that third party's intellectual property rights, and the resulting losses and reasonable costs. This does not apply to claims caused by Hotel Content, by your changes, or by combining the Services with something we did not provide. If such a claim arises, we may modify or replace the affected part or, if that is not reasonably possible, end the affected Service and refund prepaid fees for it.

23.3 Process. The party asking for protection must tell the other promptly, let it control the defence and settlement, and cooperate reasonably. No settlement may admit fault for the protected party without its consent.

24. Force majeure

Neither party is liable for failure or delay caused by events beyond its reasonable control, such as natural disasters, earthquakes, floods, epidemics, war, civil unrest, strikes, government action, or failures of power, internet or third-party hosting that are not within its control. This does not excuse payment obligations for services received. If the event lasts more than 60 days, either party may end the affected Services by notice.

25. Notices

25.1 We send notices to the owner's email address in the Account and in the dashboard. You send legal notices to us at info@stayantra.com, and to the registered office of the Stayantra company you contract with.

25.2 A notice sent by email is received when sent, unless the sender gets a delivery failure. A notice shown in the dashboard is received when the owner next signs in.

26. Assignment and subcontracting

26.1 You may not transfer this Agreement without our consent, except through the ownership transfer process in section 4.5, which we will not unreasonably refuse. We may transfer this Agreement to another Stayantra company, or to a buyer of all or most of the Stayantra business, by giving you notice, as long as your rights are not reduced.

26.2 We may use subcontractors, including Nexalaris Tech Pvt. Ltd. and the providers named in our sub-processor list. We remain responsible for their work under this Agreement.

27. Compliance with anti-bribery and sanctions laws

27.1 Each party will comply with anti-bribery and anti-corruption laws that apply to it, including the UK Bribery Act 2010 and Nepal's Prevention of Corruption Act 2059 (2002). Neither party will offer, give or accept any bribe or improper advantage in connection with this Agreement.

27.2 You confirm that neither you nor your owners are subject to sanctions imposed by the United Nations, the United Kingdom, the European Union or the United States, and that you will not use the Services in breach of those sanctions. We may suspend or end this Agreement at once if this becomes untrue.

28. Governing law and disputes

28.1 Nepal hotels. If you contract with [Pending: Nepal Stayantra company legal name], this Agreement is governed by the laws of Nepal. Any dispute that cannot be resolved through our complaints process or by negotiation within 30 days will be resolved by arbitration in Kathmandu under the Arbitration Act 2055 (1999), by a sole arbitrator appointed by agreement or, failing agreement, as that Act provides. The arbitration will be in English.

28.2 All other hotels. If you contract with [Pending: UK company legal name], this Agreement and any dispute or claim arising from it, including non-contractual ones, are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

28.3 First, talk to us. Before starting formal proceedings, please use our complaints process. Either party may still seek urgent relief from a court.

29. General

29.1 Order of precedence. If documents conflict, this order applies: (1) an Order or other written agreement signed by both parties; (2) the DPA, for data protection matters; (3) this Agreement; (4) our policies, including the Acceptable Use Policy.

29.2 Entire agreement. This Agreement, the DPA, any Order and the policies it refers to are the whole agreement between us about its subject matter. Neither party relies on any statement not set out in them. This does not limit liability for fraud.

29.3 No partnership. Except for the limited payment-collection agency in section 10, nothing in this Agreement creates a partnership, joint venture, employment or agency relationship.

29.4 Waiver and severability. A failure to enforce a right is not a waiver of it. If any part of this Agreement is found invalid, the rest continues.

29.5 Third-party rights. No one other than the parties has any right to enforce this Agreement, including under the UK Contracts (Rights of Third Parties) Act 1999.

29.6 Language. This Agreement is written in English. If we provide a translation, the English version prevails to the extent the law allows.

30. Contact

  • General and support: info@stayantra.com, phone [Pending: Customer phone number]
  • Legal notices: info@stayantra.com
  • Privacy and data protection: info@stayantra.com
  • Security: info@stayantra.com
  • [Pending: UK company legal name]: [Pending: UK registered office address], company number [Pending: UK company registration number (Companies House)], VAT number [Pending: UK VAT number]
  • [Pending: Nepal Stayantra company legal name]: [Pending: Nepal registered office address], company number [Pending: Nepal company registration number (Office of the Company Registrar)], PAN [Pending: Nepal PAN / VAT number]