Key point: Viaje is a technology platform and intermediary. For travel services — flights, hotels, tours, forex, and visa — the contract is between you and the service provider. Viaje facilitates, not fulfils.
1. Scope of Services
Viaje Holidays Private Limited operates an AI-powered travel platform providing: AI-driven itinerary planning and destination discovery; booking and reservation services for flights, hotels, tours, experiences, and local guides; forex information and visa facilitation through licensed partners; a Govt ID-verified social travel community; content monetisation tools for creators; and a multi-currency digital wallet. These Terms apply to all services accessed through the Platform.
2. Platform Access & Licence
Viaje grants you a limited, personal, non-exclusive, non-transferable, revocable licence to access and use the Platform for lawful personal travel purposes. This licence expressly excludes: commercial resale or sublicensing of Platform access; systematic data extraction, scraping, or crawling; reverse-engineering, decompiling, or exploiting Platform code; use of automated tools, bots, or scripts to interact with Platform systems; and any activity that disrupts or impairs Platform performance or security.
3. Bookings & Service Fulfillment
When you complete a booking through Viaje, a binding contract is formed between you and the relevant service provider — the airline, hotel, tour operator, guide, or licensed agency. Viaje acts as a technology intermediary and booking facilitator, not as a principal in that contract. Provider terms and conditions apply alongside these Terms. You are responsible for meeting all requirements applicable to the booked service, including valid travel documents, visas, health certificates, age restrictions, and applicable entry requirements. Viaje does not guarantee the accuracy, availability, quality, or safety of third-party provider listings.
Viaje strongly recommends comprehensive travel insurance for all international trips, covering medical evacuation, trip cancellation, loss of belongings, and delay compensation.
4. Service Types & Channels
Flights: Offered through certified GDS and OTA channels including TBO and direct airline integrations, under agency, commission, or affiliate arrangements. Fare rules, baggage policies, and cancellation terms are set by the airline. Viaje's platform fee is non-refundable.
Hotels & Accommodation: Listed through partnerships with major inventory providers. Rate accuracy is subject to provider confirmation. A hotel partner issue should be directed to partner@viaje.in.
Tours & Experiences: Offered through Viator, GetYourGuide, registered agency partners, Viaje's own curated tours, and individual verified hosts. Each category has distinct refund terms — see our Payment Policy.
Forex & Currency Services: Forex information and rates are provided through licensed money changers and authorised dealer partners. Actual rates at the time of transaction may differ from indicative rates shown. Viaje is not an authorised foreign exchange dealer and does not hold or convert currency directly.
Visa Facilitation: Visa information and application support is provided through licensed visa facilitation partners. Viaje does not guarantee visa approval — decisions rest entirely with the relevant consulate or embassy. Requirements and fees are displayed at the time of enquiry and are subject to change by the issuing authority.
5. Payments & Pricing
Prices are displayed inclusive of applicable taxes unless explicitly stated otherwise. The price confirmed at checkout is final — Viaje does not apply hidden charges. Payment methods vary by country. All payment processing is handled by PCI-DSS Level 1 certified partners: Cashfree, Razorpay, CCAvenue, PayU, and Payoneer. Currency conversion for non-INR transactions is applied by the payment processor or your bank at rates prevailing at the time of transaction. TCS (Tax Collected at Source) applies to international outward remittances as required by the Income Tax Act, 1961, and is disclosed at checkout.
6. Cancellations & Modifications
All cancellations must be initiated through the Viaje app or by contacting support. The cancellation policy applicable to your booking is displayed at checkout and in your booking confirmation. Subscription fees, platform fees, and convenience charges are non-refundable. Booking refunds follow the provider-specific policies detailed in our Payment Policy. Force majeure events — including natural disasters, government travel restrictions, or airline insolvency — are handled on a case-by-case basis; Viaje will advocate with the provider on your behalf but cannot guarantee refunds in such circumstances.
7. IT Act Intermediary Status
Viaje operates as an intermediary under Section 2(w) of the Information Technology Act, 2000, and complies with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. As an intermediary, Viaje: publishes and enforces clear community guidelines prohibiting unlawful content; does not initiate, modify, or editorially select third-party user content in transmission; removes unlawful content promptly on receiving actual knowledge or a valid government/court direction; appoints a Grievance Officer resident in India accessible to all users; and cooperates fully with lawful government requests for information or content removal.
8. AI Tools & Accuracy Disclaimer
Viaje's AI itinerary planner and recommendation tools are provided for convenience. AI outputs may occasionally be inaccurate, outdated, or incomplete — they do not constitute professional travel, legal, medical, or financial advice. Always verify critical information (visa requirements, flight schedules, health advisories) with authoritative sources before travel. When Viaje's AI model encounters limitations, Claude AI (Anthropic) is used as a fallback to maintain service continuity. Currency rates and weather data are sourced from third-party APIs and are indicative only. Translation accuracy relies on our internal localisation system — report errors to report@viaje.in.
9. Limitation of Liability
To the fullest extent permitted by applicable law, Viaje's liability is limited to the amount paid by you to Viaje for the specific service giving rise to the claim in the preceding 12 months. Viaje is not liable for: provider service failures or quality issues; personal injury, illness, or death during travel; indirect, consequential, or punitive damages; losses arising from currency fluctuation; or service disruptions due to force majeure. International users retain any mandatory statutory protections applicable in their home jurisdiction.
10. Termination
Either party may terminate at any time. Account closure is available via app settings or by writing to legal@viaje.in. Viaje may suspend or terminate for breach or applicable law violations. Confirmed bookings in progress continue to be processed after account closure. Provisions on intellectual property, liability, and dispute resolution survive termination.
11. Governing Law & International Jurisdiction
Governed by Indian law. Disputes subject to exclusive jurisdiction of courts at Ambedkar Nagar, Uttar Pradesh, subject to arbitration as per our Dispute Resolution Policy. EEA users retain GDPR rights. US users in applicable states retain CCPA/CPRA rights. Japanese users retain APPI rights. All mandatory local consumer protections are preserved.