1. Introduction

Welcome to PickRetreats.

These Terms of Use (“Terms”) govern your access to and use of:

• the website available at www.pickretreats.com;
• any PickRetreats mobile website or application;
• booking, enquiry and payment interfaces operated by PickRetreats;
• PickRetreats’ authorised email, WhatsApp, telephone and social-media channels; and
• any other online or offline channel through which PickRetreats offers its services.

These channels are collectively referred to as the “Platform”.

The Platform is owned and operated by:

CocoRoutes Hospitality Private Limited operates the Platform under the brand name “PickRetreats”.

In these Terms, “PickRetreats”, “Company”, “we”, “us” and “our” refer to CocoRoutes Hospitality Private Limited.

“User”, “Traveller”, “Guest”, “you” and “your” refer to any person who accesses the Platform, makes an enquiry, creates an account, submits information, makes a payment, or books or participates in a retreat through PickRetreats.

These Terms constitute a legally binding agreement between you and the Company.

2. Acceptance of These Terms

By accessing the Platform, submitting an enquiry, creating an account, clicking an acceptance button, making a payment, confirming a Booking or using any PickRetreats service, you confirm that:

1. you have read and understood these Terms;
2. you agree to be bound by these Terms;
3. you have the legal capacity to enter into a binding contract;
4. the information provided by you is accurate and complete; and
5. where you are booking for another person, you are authorised to accept these Terms on that person’s behalf.

Your electronic acceptance of these Terms has the same effect as acceptance through a physical written agreement, subject to applicable Indian law.

If you do not agree with these Terms, you must not use the Platform or complete a Booking through PickRetreats.

3. Documents Forming Part of Your Agreement

These Terms must be read together with the following documents, where applicable:

1. the PickRetreats Privacy Policy;
2. the PickRetreats Cookie Policy;
3. the PickRetreats Cancellation and Refund Policy;
4. the retreat description displayed on the Platform;
5. retreat-specific inclusions and exclusions;
6. the payment and cancellation conditions shown before Booking;
7. the quotation, proposal, invoice or itinerary provided to you;
8. the Booking Confirmation or service voucher;
9. the applicable Retreat Provider’s rules and policies;
10. any health declaration, participation consent, medical clearance or waiver;
11. any promotional offer conditions; and
12. any additional terms expressly accepted by you.

The Privacy Policy, Cancellation and Refund Policy and other applicable policies will form part of these Terms once published on the Platform.

If there is any inconsistency between these documents, the following order of priority will ordinarily apply:

1. the Booking Confirmation;
2. the retreat-specific payment and cancellation terms;
3. the quotation, proposal or invoice accepted by you;
4. the Cancellation and Refund Policy;
5. these Terms; and
6. general information appearing elsewhere on the Platform.

Nothing in these Terms restricts a statutory consumer right that cannot lawfully be excluded.

4. Definitions

4.1 Booking

“Booking” means a confirmed reservation for a retreat, programme, accommodation or related service made through an authorised PickRetreats channel.

4.2 Booking Confirmation

“Booking Confirmation” means the written confirmation, voucher, invoice or email issued by PickRetreats confirming that a Booking has been accepted.

4.3 Company-Operated Retreat

“Company-Operated Retreat” means a retreat, programme, package or travel arrangement offered by the Company as the principal organiser or contracting party.

The Company may engage hotels, resorts, retreat centres, practitioners, transport operators and other independent suppliers to deliver individual elements of a Company-Operated Retreat.

4.4 Marketplace Booking

“Marketplace Booking” means a Booking in which PickRetreats facilitates the discovery, comparison, enquiry, reservation or payment for Retreat Services supplied by an independent Retreat Provider.

4.5 Retreat Provider

“Retreat Provider” means an independently owned or operated:

• resort;
• retreat centre;
• wellness centre;
• Ayurveda centre;
• yoga or meditation centre;
• naturopathy centre;
• clinic or hospital;
• hotel, homestay or accommodation provider;
• doctor, practitioner, therapist or instructor;
• transport operator;
• destination-management company; or
• other third-party supplier.

This includes any such provider whose services are displayed, promoted, arranged or booked through the Platform.

4.6 Retreat Services

“Retreat Services” include:

• accommodation;
• Ayurveda programmes;
• yoga and meditation programmes;
• naturopathy and wellness programmes;
• spa and massage services;
• medical or wellness consultations;
• therapeutic activities;
• meals and dietary programmes;
• airport or local transfers;
• sightseeing and excursions;
• fitness or recreational activities; and
• other services described in the Booking.

4.7 Service Fee

“Service Fee” means any disclosed booking, facilitation, consultation, planning, processing, convenience or Platform fee charged by PickRetreats.

4.8 User Content

“User Content” means information or material submitted by a User, including reviews, photographs, videos, messages, testimonials, comments and other content.

5. PickRetreats’ Business Model and Role

PickRetreats operates both:

1. as a marketplace that connects Travellers with independent Retreat Providers; and
2. as a principal organiser of selected retreats and packages.

Our role may therefore vary between Bookings.

5.1 Marketplace Bookings

For a Marketplace Booking:

1. the Retreat Provider supplies the underlying Retreat Services;
2. PickRetreats facilitates the Booking and related customer assistance;
3. the contract for the underlying Retreat Services is ordinarily between you and the Retreat Provider;
4. the Retreat Provider is responsible for delivering the Retreat Services;
5. the Retreat Provider is responsible for maintaining the licences, registrations, qualifications and approvals required for its operations;
6. the Retreat Provider determines availability, programme schedules, treatment plans and operational rules; and
7. PickRetreats remains responsible for the services it directly agrees to provide, including accurately processing the Booking and payments received by it.

The inclusion of a Retreat Provider on the Platform does not create an employment, partnership, franchise or joint-venture relationship between PickRetreats and that Retreat Provider.

5.2 Company-Operated Retreats

For a Company-Operated Retreat:

1. the Company acts as the principal organiser or contracting party;
2. the Company may appoint independent suppliers to deliver individual components;
3. the Company will be responsible for the package to the extent set out in the Booking Confirmation and required under applicable law; and
4. additional supplier conditions may apply to individual components.

5.3 Disclosure of Our Role

The retreat page, proposal, invoice, payment page or Booking Confirmation will identify, where applicable, whether PickRetreats is acting:

• as a marketplace facilitator;
• as the principal organiser;
• as a payment-collection facilitator; or
• in another specifically disclosed capacity.

The Booking Confirmation will be the primary document used to determine PickRetreats’ role in a particular Booking.

6. Eligibility

You may make a Booking only if:

1. you are at least 18 years old;
2. you are legally competent to enter into a contract under applicable law;
3. you are authorised to use the selected payment method;
4. you are not prohibited from receiving the relevant services; and
5. you comply with these Terms.

A person under 18 years of age may participate only when:

1. the Retreat Provider permits minors;
2. the Booking is made by a parent or legal guardian;
3. the required parental consents are provided;
4. the minor is accompanied or supervised as required; and
5. the retreat is suitable for the minor’s age and health.

7. Bookings for Other Travellers

You may make a Booking for another person only when you have that person’s authority.

When booking for another Traveller, you confirm that:

1. you are authorised to provide their personal information;
2. you have informed them of these Terms;
3. you have informed them of the retreat’s inclusions, exclusions and conditions;
4. they satisfy the applicable eligibility and health requirements;
5. all information provided about them is correct; and
6. you accept responsibility for payments relating to the Booking unless otherwise agreed in writing.

The lead Traveller or person making the Booking is responsible for communicating all Booking information to the other Travellers.

8. Accounts and Login Security

Certain Platform features may require you to create an account.

You agree to:

1. provide accurate and current information;
2. maintain the confidentiality of your login credentials;
3. not permit unauthorised access to your account;
4. immediately notify PickRetreats of suspected unauthorised use;
5. update information when it changes; and
6. accept responsibility for activities conducted through your account.

PickRetreats may request identity, contact, payment or address verification before confirming a Booking.

We may suspend an account where we reasonably suspect fraud, unlawful activity, unauthorised access or a breach of these Terms.

9. Retreat Information and Listings

We take reasonable steps to provide clear and useful information about the Retreat Services displayed on the Platform.

However, you acknowledge that:

1. listing information may be supplied by Retreat Providers;
2. availability, schedules and facilities may change;
3. photographs may be illustrative or may have been taken before your stay;
4. room size, view, layout and furnishings may vary within the same category;
5. treatment schedules and practitioner availability may change;
6. distances and travel times are approximate;
7. seasonal and weather conditions may affect the experience;
8. some facilities or activities may be temporarily unavailable; and
9. prices may change until a Booking is confirmed.

Descriptions such as luxury, authentic, doctor-guided, medically supervised, verified, top-rated, guest favourite, detox, healing, rejuvenation or best value may involve qualitative assessments and must be read together with the full retreat description.

A “verified” badge indicates that PickRetreats has carried out the level of review described on the Platform. It is not a guarantee of a particular medical, wellness or personal result.

10. Accuracy of Information Provided by You

You must provide accurate, current and complete information, including:

1. Traveller names;
2. dates of birth where required;
3. contact details;
4. nationality and passport information where required;
5. arrival and departure details;
6. accommodation preferences;
7. dietary requirements;
8. allergies;
9. accessibility requirements;
10. relevant medical information; and
11. payment information.

You are responsible for losses, delays or additional charges caused by materially incorrect or incomplete information supplied by you.

11. Booking Process

Submitting an enquiry, Booking request or payment request does not by itself create a confirmed Booking.

A Booking is confirmed only after:

1. the applicable deposit or payment has been received or authorised;
2. availability has been confirmed;
3. the Company or Retreat Provider has accepted the Booking;
4. any required verification has been completed; and
5. PickRetreats has issued a written Booking Confirmation.

An automated acknowledgement or payment-gateway notification does not necessarily constitute a Booking Confirmation.

You must review the Booking Confirmation immediately and notify PickRetreats promptly if it contains an error.

12. Availability

All Retreat Services are subject to availability.

Where a selected retreat, room, programme or date becomes unavailable before confirmation, PickRetreats may:

1. propose an alternative retreat;
2. propose another room or programme;
3. offer alternative dates;
4. place the Booking request on hold with your consent; or
5. refund any amount received for the unavailable service.

PickRetreats is not required to honour a Booking request that has not been confirmed in writing.

13. Special Requests

Special requests may include:

• room location;
• bed type;
• connecting rooms;
• early check-in;
• late check-out;
• dietary requirements;
• accessibility requirements;
• practitioner preferences;
• treatment timing;
• airport transfers; or
• celebration arrangements.

Special requests are subject to availability and are not guaranteed unless expressly confirmed in writing.

Additional charges may apply.

14. Prices

The applicable currency, pricing basis and occupancy conditions will be displayed on the Platform or stated in the quotation.

Prices may be:

• per person;
• per room;
• per night;
• per programme;
• per package; or
• based on a specified number of Travellers.

Only services expressly listed as included form part of the price.

Unless specifically included, the price may exclude:

1. flights or train tickets;
2. passports and visas;
3. travel or medical insurance;
4. medicines and medical tests;
5. additional doctor consultations;
6. optional therapies;
7. personal expenses;
8. excursions and activities;
9. early check-in or late check-out;
10. additional transfers;
11. tips and gratuities;
12. bank charges;
13. payment-gateway charges;
14. currency-conversion charges; and
15. local taxes payable at the destination.

15. Taxes

Prices will be subject to Goods and Services Tax and other applicable taxes as disclosed before payment.

You are responsible for destination taxes, tourism levies, local charges or government fees that:

1. are disclosed as payable directly;
2. are imposed after the Booking by a competent authority; or
3. arise from a service requested after confirmation.

A tax invoice will be issued where required under applicable law.

16. Pricing Errors

PickRetreats may correct an obvious pricing, currency, tax, technical or typographical error.

Where a material pricing error is discovered before confirmation, we will provide the correct price before accepting the Booking.

Where a material pricing error is discovered after confirmation but before the Retreat Services begin, we will offer you the choice to:

1. continue with the Booking at the corrected price; or
2. cancel the affected Booking and receive a refund of the amount paid for it.

We will not treat an obviously incorrect price as binding where a reasonable person would have recognised it as an error.

17. Payments

Payments may be collected by:

1. CocoRoutes Hospitality Private Limited;
2. an authorised payment processor;
3. a Retreat Provider; or
4. another supplier identified during the Booking process.

You authorise the relevant party to collect:

1. the Booking price;
2. deposits and balance payments;
3. applicable taxes;
4. disclosed Service Fees;
5. amendment or cancellation charges;
6. approved additional services; and
7. other charges accepted by you.

You confirm that you are authorised to use the payment method provided.

Payment services may be governed by additional conditions imposed by banks, card networks, payment gateways or other payment-service providers.

18. Deposits and Balance Payments

A Booking may require:

1. full payment at the time of Booking;
2. a refundable deposit;
3. a partially refundable deposit;
4. a non-refundable deposit;
5. balance payment before arrival; or
6. balance payment directly to the Retreat Provider.

The applicable structure and payment deadlines will be stated before confirmation.

Failure to make a required payment by the due date may be treated as a cancellation by you.

You remain responsible for making payments on time even when a reminder is not received.

19. Cancellation by the User

Cancellation conditions may vary between retreats, dates, room categories and promotional offers.

The applicable conditions will be displayed or communicated before the Booking is confirmed.

A cancellation request must:

1. be made through an authorised PickRetreats channel;
2. clearly identify the Booking;
3. be submitted by the lead Traveller or authorised person; and
4. be acknowledged in writing by PickRetreats.

The effective cancellation date is the date on which PickRetreats receives the written request.

Depending on the accepted Booking conditions:

1. cancellation charges may apply;
2. deposits may be non-refundable;
3. Service Fees may be non-refundable where lawfully disclosed;
4. supplier charges may be deducted;
5. payment-processing charges may not be recoverable;
6. discounted or promotional Bookings may have stricter conditions;
7. a no-show may attract a charge of up to the full Booking value; and
8. early departure or unused services may be non-refundable.

The separate PickRetreats Cancellation and Refund Policy, once published, will provide additional details.

20. Booking Modifications

Requests to change the following are subject to availability and approval:

• dates;
• Traveller names;
• room category;
• occupancy;
• programme;
• retreat;
• duration;
• transfers; or
• other Booking details.

A modification may result in:

1. a price difference;
2. an amendment charge;
3. revised cancellation conditions;
4. supplier charges;
5. loss of a promotional price; or
6. cancellation of the original Booking and creation of a new Booking.

A modification is effective only when confirmed in writing.

21. Cancellation or Change by PickRetreats or a Retreat Provider

A Booking may occasionally need to be modified or cancelled because of:

1. safety or medical concerns;
2. unavailability of accommodation;
3. practitioner unavailability;
4. insufficient participation;
5. maintenance or closure;
6. changes in law;
7. transport disruption;
8. government directions;
9. natural events;
10. public-health circumstances; or
11. other operational reasons.

Where a material element of a confirmed Booking cannot be provided, PickRetreats may offer:

1. a reasonably comparable alternative;
2. alternative dates;
3. a different room or programme;
4. a credit for future use;
5. a partial refund for the affected component; or
6. cancellation and the applicable refund.

Minor changes that do not substantially alter the overall nature or value of the Booking will not ordinarily entitle you to cancel without charge.

For Marketplace Bookings, a refund may depend on the amount returned or released by the Retreat Provider, except where PickRetreats is independently responsible or applicable law requires otherwise.

22. Refunds

Approved refunds will ordinarily be:

1. returned to the original payment method;
2. processed in the original transaction currency where technically possible; and
3. subject only to charges permitted under the accepted Booking conditions and applicable law.

The time required for a refund to appear may depend on the bank, payment gateway, card network or payment method.

PickRetreats is not responsible for:

1. foreign-exchange differences;
2. card-issuer fees;
3. bank charges; or
4. delays caused solely by third-party financial institutions.

Where a refund cannot be returned through the original method, PickRetreats may request identity and bank-account verification.

23. Chargebacks and Payment Disputes

You should contact PickRetreats before initiating a chargeback where you believe that:

• a payment was incorrect;
• a Booking was not properly processed; or
• an agreed service was not provided.

You must not make a fraudulent or dishonest chargeback claim.

Where a chargeback is initiated, PickRetreats may provide relevant:

1. Booking records;
2. payment records;
3. acceptance logs;
4. communications;
5. invoices;
6. cancellation terms; and
7. evidence of services provided.

This information may be provided to the bank, payment processor or competent authority.

Nothing in this section prevents you from exercising a legitimate statutory right.

24. Health and Medical Disclaimer

Retreat Services may include:

• Ayurveda;
• massage and bodywork;
• herbal preparations;
• yoga;
• meditation;
• naturopathy;
• dietary changes;
• fasting;
• exercise;
• hydrotherapy;
• physiotherapy;
• spa services; and
• other wellness or therapeutic practices.

Unless expressly stated to be a regulated medical service provided by a suitably qualified healthcare professional:

1. information on the Platform is provided for general information and Booking purposes;
2. PickRetreats does not diagnose medical conditions;
3. PickRetreats does not provide emergency medical services;
4. Retreat Services are not a substitute for advice from your doctor;
5. no particular health or wellness outcome is guaranteed;
6. testimonials do not guarantee similar results; and
7. results may differ between individuals.

You must not use Platform content to:

1. diagnose a medical condition;
2. discontinue medication;
3. replace professional medical advice; or
4. delay necessary medical treatment.

In an emergency, contact local emergency services or an appropriate medical facility.

25. Your Health Responsibilities

Before Booking or participating, you are responsible for determining whether the Retreat Services are appropriate for you.

You agree to:

1. seek independent medical advice where appropriate;
2. disclose relevant medical conditions;
3. disclose allergies and dietary restrictions;
4. disclose injuries, disabilities and accessibility requirements;
5. disclose pregnancy where relevant to treatment safety;
6. disclose medication that may affect participation;
7. provide accurate information in health declarations;
8. obtain medical clearance when requested;
9. follow reasonable safety and practitioner instructions; and
10. immediately report an adverse reaction or material health change.

You must not discontinue prescribed medication without advice from your treating healthcare professional.

The Company or Retreat Provider may:

1. refuse a particular treatment;
2. adapt a programme;
3. request medical clearance;
4. recommend medical assistance;
5. restrict participation; or
6. terminate participation.

These actions may be taken where reasonably necessary to protect health or safety.

Failure to disclose relevant health information may affect your eligibility for a refund.

26. Practitioners and Treatment Plans

The availability of a named doctor, therapist, yoga teacher, instructor or practitioner is not guaranteed unless expressly included in the Booking Confirmation.

A Retreat Provider may appoint a reasonably qualified substitute because of illness, leave, emergency or operational requirements.

Treatment plans may be changed after an assessment of:

• your health;
• constitution;
• medical history;
• tolerance;
• progress; or
• suitability.

The number, type and duration of treatments may vary between Travellers, even where the same programme has been booked.

27. Dietary Programmes and Allergies

Retreats may provide fixed, therapeutic, vegetarian, vegan, Ayurveda-based, fasting, calorie-controlled or restricted menus.

You must disclose allergies and medically important dietary restrictions before Booking and reconfirm them upon arrival.

Reasonable efforts may be made to accommodate dietary requirements. However, an entirely allergen-free kitchen or dining environment cannot be guaranteed unless expressly confirmed in writing.

28. Passports, Visas and Travel Documents

You are responsible for:

1. having a valid passport or identification document;
2. obtaining the correct visa;
3. satisfying immigration requirements;
4. obtaining permits and medical certificates;
5. meeting vaccination or health-entry requirements;
6. checking transit requirements; and
7. ensuring that Traveller names match travel documents.

PickRetreats may provide general visa or travel information, but does not guarantee that:

1. a visa will be issued;
2. entry will be permitted;
3. immigration clearance will be granted; or
4. a government requirement will remain unchanged.

Unless otherwise stated in the accepted cancellation terms, a visa refusal, denial of entry or failure to obtain documents does not automatically entitle you to a refund.

29. Transportation and Arrival

You are responsible for arranging transportation to and from the retreat unless it is expressly included.

Where transfers are included or separately booked:

1. you must provide accurate arrival details;
2. you must notify PickRetreats of changes;
3. waiting-time limits may apply;
4. additional charges may apply for delays or changed timings; and
5. a missed transfer may be non-refundable.

PickRetreats is not responsible for missed services caused by a delayed or cancelled flight, train or other transportation except to the extent expressly agreed.

30. Travel and Medical Insurance

We strongly recommend that you purchase comprehensive travel and medical insurance suitable for your Booking.

Appropriate coverage may include:

1. trip cancellation;
2. trip interruption;
3. medical treatment;
4. medical evacuation;
5. pre-existing medical conditions;
6. baggage and personal belongings;
7. flight delays;
8. missed connections;
9. accidents;
10. natural disasters; and
11. retreat activities and therapies.

PickRetreats is not an insurer and does not determine insurance claims.

31. Conduct During the Retreat

You must:

1. behave respectfully;
2. comply with health and safety instructions;
3. follow reasonable retreat rules;
4. respect staff, practitioners and other guests;
5. comply with local laws;
6. follow rules relating to smoking and alcohol;
7. avoid prohibited substances;
8. respect quiet hours;
9. obtain consent before photographing other people; and
10. use the facilities responsibly.

The Company or Retreat Provider may restrict or terminate services where a Traveller:

1. threatens health or safety;
2. behaves violently or abusively;
3. harasses another person;
4. damages property;
5. engages in illegal activity;
6. seriously disrupts the retreat;
7. is under the influence of prohibited substances; or
8. repeatedly refuses to comply with reasonable instructions.

Where participation is terminated because of the Traveller’s conduct, the Traveller may not be entitled to a refund and may be responsible for additional expenses.

32. Property Damage and Additional Costs

You are responsible for loss or damage caused by you or another Traveller included in your Booking, excluding reasonable wear and tear.

You may be required to pay for:

1. damaged property;
2. excessive cleaning;
3. lost equipment or keys;
4. additional accommodation;
5. additional transportation;
6. medical assistance;
7. fines caused by your conduct; and
8. other reasonable expenses resulting from your actions.

33. Retreat Provider Obligations

Retreat Providers using the Platform are expected to:

1. provide accurate listing information;
2. maintain required licences and registrations;
3. maintain appropriate professional qualifications;
4. disclose prices, taxes and material conditions;
5. honour confirmed Bookings;
6. deliver services with reasonable skill and care;
7. comply with health and safety requirements;
8. protect Traveller information;
9. avoid false or misleading claims;
10. promptly communicate material changes; and
11. comply with applicable Indian and local laws.

A Retreat Provider’s relationship with PickRetreats may also be governed by a separate Retreat Provider Agreement.

34. Reviews and User Content

Users may be permitted to submit reviews, photographs, videos and other User Content.

You retain ownership of your original User Content.

By submitting User Content, you grant PickRetreats a worldwide, non-exclusive, royalty-free, transferable and sublicensable licence to:

1. host;
2. store;
3. reproduce;
4. edit for formatting or clarity;
5. translate;
6. publish;
7. display;
8. distribute; and
9. use the content to operate and promote PickRetreats.

You confirm that User Content:

1. reflects a genuine experience when presented as a review;
2. is accurate to the best of your knowledge;
3. does not infringe another person’s rights;
4. is not defamatory;
5. is not obscene, threatening or discriminatory;
6. does not contain malware or spam;
7. does not disclose another person’s private or medical information without authority;
8. does not contain unlawful advertising;
9. is not submitted in exchange for an undisclosed benefit; and
10. does not violate applicable law.

Where content is materially created or altered using artificial intelligence or synthetic-media tools, you must disclose this where required by law or where the content could reasonably mislead viewers.

PickRetreats may moderate, reject, edit, label, restrict or remove User Content where reasonably necessary.

We are not obligated to publish every review.

35. Intellectual Property

The Platform and its content are owned by or licensed to CocoRoutes Hospitality Private Limited.

Protected content includes:

• the PickRetreats name and logo;
• website design;
• software;
• databases;
• retreat descriptions;
• text;
• photographs;
• graphics;
• icons;
• videos;
• booking technology; and
• the selection and arrangement of content.

You receive a limited, personal, non-exclusive, non-transferable and revocable right to use the Platform for lawful personal purposes.

Without written permission, you must not:

1. reproduce Platform content commercially;
2. scrape or systematically extract information;
3. republish retreat listings;
4. reverse engineer the Platform;
5. remove proprietary notices;
6. misuse the PickRetreats brand;
7. frame or mirror the Platform;
8. create a competing database using Platform content;
9. use Platform content to train a competing artificial-intelligence system; or
10. commercially exploit the Platform.

36. Prohibited Use

You must not use the Platform to:

1. violate any law;
2. make a fraudulent or speculative Booking;
3. impersonate another person;
4. provide false payment or identity information;
5. submit materially false health information;
6. interfere with Platform security;
7. introduce malware;
8. collect personal information without authority;
9. manipulate reviews or ratings;
10. harass staff, Providers or Users;
11. circumvent applicable fees;
12. resell a Booking without permission;
13. access another User’s account;
14. conduct unauthorised automated requests; or
15. assist another person in prohibited conduct.

37. Third-Party Websites and Services

The Platform may contain links or integrations relating to:

• payment gateways;
• maps;
• social-media platforms;
• airlines;
• transport services;
• insurance providers;
• visa services; and
• other third-party websites.

Third-party services are governed by their own terms and privacy policies.

A link or integration does not necessarily mean that PickRetreats controls or endorses the third party.

38. Platform Availability

We aim to maintain a secure and reliable Platform but do not guarantee uninterrupted or error-free availability.

The Platform may be suspended, modified or restricted for:

1. maintenance;
2. security;
3. upgrades;
4. legal compliance;
5. operational reasons; or
6. circumstances beyond our reasonable control.

PickRetreats is not responsible for failures caused solely by:

• telecommunications outages;
• internet disruption;
• third-party hosting failures;
• payment-system failures;
• device incompatibility;
• government restrictions;
• cyberattacks despite reasonable security measures; or
• force-majeure circumstances.

Where a technical issue materially affects a payment or Booking, we will take reasonable steps to investigate and correct it.

39. Privacy and Personal Data

PickRetreats processes personal information in accordance with its Privacy Policy and applicable Indian data-protection law.

Information may be shared with Retreat Providers and other suppliers where reasonably necessary to:

1. respond to enquiries;
2. process Bookings;
3. arrange accommodation and treatment;
4. assess health or dietary requirements;
5. process payments;
6. arrange transportation;
7. provide customer support;
8. prevent fraud;
9. respond to emergencies; and
10. comply with legal obligations.

Health information may be sensitive and should be limited to information reasonably necessary for the retreat.

Where you provide another person’s information, you confirm that you are authorised to do so.

40. Electronic Communications

You consent to receiving Booking-related communications through:

1. email;
2. SMS;
3. WhatsApp;
4. telephone calls;
5. Platform notifications; and
6. other contact details supplied by you.

Electronic records may be retained as evidence of:

• an enquiry;
• acceptance of these Terms;
• a Booking;
• a payment;
• a cancellation;
• a modification; or
• another transaction.

Essential transactional communications may continue even when you opt out of marketing communications.

41. Disclaimer of Warranties

To the maximum extent permitted by law:

1. the Platform is provided on an “as available” basis;
2. PickRetreats does not guarantee that every listing or third-party statement is error-free;
3. individual retreat experiences may vary;
4. no specific medical, therapeutic, emotional, spiritual, fitness, detoxification, appearance or weight-related result is guaranteed;
5. natural surroundings, wildlife and weather conditions cannot be guaranteed; and
6. Marketplace Retreat Services are delivered by independent Retreat Providers.

Nothing in this section excludes an express commitment contained in a confirmed Booking or any non-excludable statutory warranty.

42. Limitation of Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability arising from:

1. fraud;
2. wilful misconduct;
3. gross negligence where liability cannot be excluded;
4. death or personal injury where caused by legally actionable negligence; or
5. a mandatory consumer-protection obligation.

Subject to the above and to the maximum extent permitted by law, PickRetreats will not be liable for indirect, incidental, special or consequential losses, including loss of profit, business opportunity or anticipated savings.

For a Marketplace Booking, PickRetreats is not responsible for an independent Retreat Provider’s act or omission except where:

1. PickRetreats caused or contributed to the loss;
2. PickRetreats failed to perform its own obligations;
3. PickRetreats expressly guaranteed the relevant service; or
4. applicable law imposes responsibility on PickRetreats.

To the maximum extent permitted by law, PickRetreats’ aggregate liability arising from a particular Booking will not exceed the amount actually paid to PickRetreats for the affected Booking.

This limitation does not restrict remedies available under the Consumer Protection Act, 2019 or another applicable law.

43. Force Majeure

Neither PickRetreats nor a Retreat Provider will be treated as having breached an obligation where performance is prevented or materially affected by circumstances beyond reasonable control, including:

1. natural disasters;
2. floods, fires or earthquakes;
3. severe weather;
4. epidemics or pandemics;
5. war or terrorism;
6. civil unrest;
7. strikes;
8. transport disruption;
9. government orders;
10. border closures;
11. visa or immigration restrictions;
12. utility or internet failures;
13. closure of a destination by a competent authority; or
14. comparable extraordinary circumstances.

The parties will take reasonable steps to reduce disruption.

Available remedies may include:

• rescheduling;
• substitution;
• credit;
• partial refund; or
• cancellation and refund.

Any remedy may take into account services already provided, irrecoverable supplier costs, amounts recovered from suppliers, applicable insurance and mandatory law.

44. Indemnity

To the extent permitted by law, you agree to indemnify CocoRoutes Hospitality Private Limited, its directors, employees and representatives against third-party claims and reasonable costs arising directly from:

1. your material breach of these Terms;
2. fraudulent or unlawful use of the Platform;
3. infringement of another person’s rights;
4. materially false information provided by you;
5. failure to disclose information reasonably necessary for health or safety; or
6. damage caused by you.

You are not required to indemnify PickRetreats for its own fraud, negligence, breach of contract or unlawful conduct.

45. Suspension and Termination

PickRetreats may suspend or terminate access to the Platform where you:

1. materially breach these Terms;
2. engage in fraud;
3. create a safety or security risk;
4. misuse a payment or chargeback system;
5. repeatedly abuse staff or Providers;
6. infringe intellectual-property rights;
7. engage in unlawful activity; or
8. fail to provide information reasonably required for compliance.

Termination of Platform access does not automatically cancel a confirmed Booking.

The Booking will be handled according to the applicable cancellation terms and the circumstances leading to termination.

46. Reporting Unlawful or Infringing Content

A person who believes that Platform content:

• is unlawful;
• infringes intellectual property;
• violates privacy;
• impersonates another person;
• contains non-consensual material;
• is defamatory; or
• otherwise violates these Terms

may submit a complaint to:

Email: info@pickretreats.com

The complaint should include:

1. the complainant’s name and contact details;
2. identification of the content;
3. the location of the content on the Platform;
4. the legal or factual basis of the complaint;
5. supporting documents; and
6. a declaration that the complaint is made in good faith.

PickRetreats may request additional information and may remove, disable or restrict access to content where required by applicable law.

47. Customer Support

Booking enquiries, support requests and service complaints may be submitted to:

Email: team@pickretreats.com

Telephone: +91 9895 22 07 09

When contacting Customer Support, please provide:

1. the Booking reference;
2. the lead Traveller’s name;
3. the email address or telephone number used for the Booking;
4. a clear description of the issue;
5. relevant dates;
6. supporting documents; and
7. the resolution requested.

48. Grievance Officer

In accordance with applicable Indian law, consumer and Platform grievances may be escalated to:

Email: info@pickretreats.com

Telephone: +91 9895 22 07 09

Consumer complaints will ordinarily be acknowledged within 48 hours and redressed within one month from the date of receipt, or within any shorter period required under applicable law.

Complaints concerning unlawful online content, privacy, safety or another matter governed by a different statutory timeline will be handled within the period prescribed by the applicable law.

Nothing in this section prevents a consumer from approaching a competent consumer commission, regulator, court or statutory authority.

49. Changes to These Terms

PickRetreats may update these Terms to reflect:

1. changes in law;
2. changes to the Platform;
3. changes in Booking processes;
4. new services;
5. security requirements; or
6. changes to business operations.

The revised Terms will be published with an updated “Last Updated” date.

A material change will not retrospectively reduce the rights attached to an existing confirmed Booking unless:

1. required by law;
2. accepted by you; or
3. reasonably necessary for safety or security.

Your continued use of the Platform after revised Terms take effect constitutes acceptance of the revised Terms for future use and Bookings.

50. Governing Law

These Terms, the Platform and all Bookings will be governed by the laws of India.

Applicable laws may include:

1. the Indian Contract Act, 1872;
2. the Information Technology Act, 2000 and rules made under it;
3. the Consumer Protection Act, 2019;
4. the Consumer Protection (E-Commerce) Rules, 2020, as amended;
5. the Digital Personal Data Protection Act, 2023 and rules made under it;
6. the Companies Act, 2013;
7. applicable tax laws; and
8. other applicable Indian laws.

51. Dispute Resolution and Jurisdiction

The parties should first attempt to resolve a dispute through good-faith discussions and the grievance process described in these Terms.

Subject to the mandatory jurisdiction of consumer commissions, statutory authorities, tribunals and courts under applicable law:

1. these Terms and all Bookings are subject to Indian law;
2. all legal proceedings must be brought within India; and
3. for non-consumer contractual disputes, the competent courts at Ernakulam, Kerala, India will have exclusive jurisdiction.

Nothing in these Terms prevents a consumer from approaching a consumer commission or another competent authority having jurisdiction under applicable Indian law.

52. International Users

The Platform may be accessed from outside India.

An international User acknowledges that:

1. PickRetreats is operated by a company incorporated in India;
2. the agreement with PickRetreats is governed by Indian law;
3. payments may be processed in India;
4. Retreat Services may be delivered in India or another destination; and
5. mandatory rights under another country’s law may continue to apply where they cannot lawfully be excluded.

53. Severability

If any provision of these Terms is held invalid or unenforceable, it will be modified or severed only to the minimum extent necessary.

The remaining provisions will continue in full force.

54. No Waiver

A failure or delay by PickRetreats in enforcing a provision does not waive the right to enforce it later.

A waiver is valid only when provided in writing by an authorised representative.

55. Assignment

You may not transfer a Booking or your rights under these Terms without written consent.

PickRetreats may assign or transfer its rights and obligations in connection with:

1. a merger;
2. a corporate restructuring;
3. a sale of business;
4. a transfer to an affiliate; or
5. another lawful business transaction.

Any such transfer must not unlawfully reduce your rights.

56. Relationship of the Parties

Except where expressly stated:

1. these Terms do not create a partnership, employment or joint-venture relationship between you and PickRetreats;
2. a Retreat Provider is not an employee of PickRetreats;
3. neither party may bind the other without authority; and
4. the role of PickRetreats in each Booking will be determined in accordance with Section 5.

57. Entire Agreement

These Terms and the documents incorporated into them constitute the entire agreement relating to:

1. your use of the Platform; and
2. the relevant Booking.

They replace previous discussions or representations concerning the same subject, except for:

1. fraudulent misrepresentations; and
2. commitments expressly included in the Booking Confirmation.

58. Language

These Terms may be translated into another language for convenience.

Where legally permitted and where there is an inconsistency, the English version will prevail.

59. Contact Information

Website: www.pickretreats.com

Customer-support email: team@pickretreats.com

Legal and grievance email: info@pickretreats.com

Telephone: +91 9895 22 07 09