Terms and Conditions-Dreamoura
1. Definition
Unless otherwise specified, the following terms shall have the meanings assigned below when used in these Terms and Conditions:
• Account – Refers to a registered personal or corporate profile created with Dreamoura, used to search, book, and manage travel-related products and services on the Dreamoura Platform.
• Accommodation – Refers to lodging facilities such as hotels, villas, serviced apartments, hostels, or homestays offered by a Service Provider through the Dreamoura Platform.
• Activity / Attraction – Refers to tourism or leisure services, including guided tours, sightseeing, cultural experiences, theme parks, or adventure activities offered by a Service Provider.
• Booking – Refers to a confirmed reservation for any Travel Experience (including flights, hotels, transportation, or activities) made through the Dreamoura Platform, whether paid immediately or later.
• Booking Confirmation – Refers to the confirmation message, voucher, or email issued by Dreamoura or its Service Provider that contains booking details such as price, date, and reference number.
• Car Rental / Rental – Refers to the hiring of a vehicle through Dreamoura, provided by a licensed car-rental company or transportation Service Provider.
• Cash Credits – Refers to a benefit with monetary value that can be credited back to the User’s payment method or used toward a future booking on the Dreamoura Platform.
• Connectivity Partner – Refers to a third-party technology provider that enables communication and real-time data sharing between Service Providers and the Dreamoura Platform.
• Credits – Refers to benefits with redeemable monetary value, including both Travel Credits and Cash Credits.
• Currency Conversion Rate – Refers to the exchange rate used by Dreamoura to convert amounts between currencies for payments, refunds, or rewards.
• Eligible Booking – Refers to a booking that meets all conditions required to qualify for a Reward, promotion, or Frequent Flyer Pass benefit.
• Flight – Refers to air transportation services provided by an airline or its authorized agent and booked via Dreamoura.
• Frequent Flyer Pass – Refers to Dreamoura’s loyalty and rewards program, which offers Users exclusive discounts, benefits, and travel privileges as per the program’s rules.
• Group Company – Refers to any subsidiary, affiliate, or partner entity owned, controlled, or operated under the Dreamoura brand.
• Payment Method – Refers to the authorized method used to make payments on the Dreamoura Platform, including credit/debit cards, UPI, wallets, EMI options, or net banking.
• Platform – Refers to Dreamoura’s official website, mobile app, or digital portal that enables Users to access and book Travel Experiences.
• Pre-Booked Private Transportation – Refers to transportation services, such as airport or intercity transfers, reserved in advance through the Dreamoura Platform.
• Private Transportation Journey – Refers to transport services arranged exclusively for the User, as stated in the booking details.
• Public Transportation – Refers to shared or scheduled services like trains, buses, or trams provided by licensed operators.
• Rental Agreement – Refers to the legal contract between the User and the car-rental Service Provider, signed or confirmed digitally at the time of vehicle collection.
• Reward – Refers to any promotional benefit, including Travel Credits, Cash Credits, discount vouchers, or coupons offered by Dreamoura.
• Service Provider – Refers to an independent third party that provides travel-related services through the Dreamoura Platform, including airlines, hotels, car-rental agencies, or tour operators.
• Terms – Refers to these Dreamoura Terms and Conditions, along with any attached policies or program-specific guidelines.
• Third-Party Aggregator – Refers to an external intermediary platform through which Dreamoura sources or distributes travel services from Service Providers.
• Third-Party Terms – Refers to the terms and conditions imposed by the Service Provider or Aggregator, which apply in addition to Dreamoura’s own Terms.
• Travel Credits – Refers to a non-cash Reward that can be used to pay for or reduce the cost of future bookings on Dreamoura, but cannot be withdrawn or converted to cash.
• Travel Experience – Refers to any travel-related product or service (flights, stays, transfers, or activities) available for booking on the Dreamoura Platform.
• Upfront Payment – Refers to a payment made by the User at the time of booking, prior to availing the service.
• Wallet – Refers to the secure digital section of the User’s Dreamoura Account where Rewards, Credits, and vouchers are stored and tracked.
- When you confirm a booking through Dreamoura, you agree to these Terms & Conditions, together with any additional terms or policies presented during the booking process.
- If any government, court, or regulatory authority determines that a specific provision of these Terms is invalid or unenforceable, the remaining provisions will continue to remain in full force and effect.
- These Terms are organized as follows:
Section A – General terms that apply to all Dreamoura travel products and services.
Sections B to F – Product-specific terms that apply only to a particular category of travel service:
• Section B: Stays (Accommodations & Homestays)
• Section C: Experiences & Attractions
• Section D: Car Rentals & Transfers
• Section E: Flights & Air Travel
• Section F: Local Transportation (Private or Public)
If there is any inconsistency between the general and product-specific terms, the latter will prevail for that specific product.
The English version of these Terms shall be treated as the original and authoritative text. In the event of any difference between translated versions, the English version shall prevail unless the governing law of your country (India or GCC jurisdiction) requires otherwise.
Dreamoura operates as an Online Travel Agency (OTA) serving India and GCC travelers. We curate inventory from multiple suppliers and connectivity partners via APIs and extranet.
We do not own or operate flights, accommodation properties, or attractions. We display information supplied by Service Providers and take reasonable care to keep it accurate; availability and descriptions are ultimately the responsibility of each Service Provider.
Certain services may be provided through affiliate companies or local partners for support and customer assistance.
Our Local Partners and Support Offices
Dreamoura may collaborate with affiliate entities or local service partners in India and GCC countries to provide customer or operational support. However, these partners:
- do not control, operate, or manage the Dreamoura Platform
- do not host or own any independent platform or booking service;
- do not have any direct legal or contractual relationship with you;
- do not supply, perform, or guarantee any travel experience or service;
- are not authorized to represent Dreamoura, enter into contracts, or accept any legal notice on our behalf; and
- do not act as Dreamoura’s “process” or “service agents” in any jurisdiction.
Standards we uphold to ensure safe, respectful, and transparent travel across India and the GCC.
4A. Travel Respectfully
• Treat all travelers, partners, and staff with respect and courtesy.
• Harassment, discrimination, hate speech, or abuse are strictly prohibited.
• Be considerate of local communities — avoid noise, respect traditions, and protect the environment.
• Conduct all transactions with honesty and professionalism; false listings or fake bookings are not tolerated.
4B. Travel Safely
• Comply with all local laws in India and the GCC.
• Theft, fraud, vandalism, or illegal activity may result in suspension or legal action.
• Respect the safety and wellbeing of others; avoid behavior that risks harm or discomfort.
• Support animal welfare — do not participate in or promote cruelty or exploitation.
4C. Protect Privacy
• Respect others’ personal space and data privacy at all times.
• Cameras or recording devices are allowed only in public areas and must be clearly disclosed.
• Dreamoura protects user data under applicable privacy laws and follows secure payment standards (PCI-DSS).
4D. Act Sustainably
• Choose eco-friendly stays and travel options whenever possible.
• Help minimize waste, conserve energy, and respect local ecosystems.
• Dreamoura promotes partners who follow sustainable tourism practices.
4E. Accountability
• Violations of these guidelines may lead to warnings, suspension, or account closure.
• Upholding these values ensures Dreamoura remains a safe, fair, and reliable travel platform for all.
5A. Age and Legal Capacity
- Users must be at least 18 years of age and possess full legal capacity to enter into a binding agreement to register, book, or use any service on the Dreamoura Platform.
- All information submitted during registration or booking must be true, complete, and accurate.
- Completion of a booking or registration implies that the User is legally competent to contract under the laws of India or the GCC country of residence.
5B. Minors and Legal Guardianship
- Individuals below the age of 18 years are not permitted to register or transact directly on the Dreamoura Platform.
- If a minor wishes to use or benefit from Dreamoura services, such use must be made only through a parent or legal guardian who accepts full responsibility for compliance with these Terms and for any financial obligations incurred.
- Dreamoura may request proof of age or identity at any time to verify account legitimacy.
5C. Suspension or Termination of Access
- Dreamoura reserves the right to suspend, terminate, or restrict access to the Platform or an account if it is found or reasonably suspected that:
– the User is under 18 years of age;
– false or misleading details have been provided; or
– the User is legally incompetent to contract.
- Any such decision made by Dreamoura shall be final and binding, without prejudice to any remedies available under law.
5D. Acceptance of Terms
- By using the Platform, contacting Dreamoura’s support team, or transacting through any online or offline channel, the User confirms that they have read, understood, and accepted these Terms & Conditions as a binding agreement.
- Continued use of the Platform after any modification to these Terms shall constitute deemed acceptance of the updated version.
5E. Refusal to Accept Terms
- Users who do not agree with any provision of these Terms must discontinue using Dreamoura services immediately.
- Accessing or using the Platform after disagreement will be treated as an implied acceptance of the Terms in force at that time.
5F. Scope of Rights and Liabilities
- The rights and obligations of both Dreamoura and the User are strictly limited to the provisions of this Agreement.
- No verbal or implied commitment outside this document shall be binding unless expressly stated in writing by Dreamoura.
6A. General Requirements
• To earn or redeem Dreamoura Rewards, Wallet Credits, or Promotional Offers (“Rewards”), a User must:
– have an active and verified Dreamoura Account;
– be at least 18 years old;
– meet the specific Individual Reward Criteria applicable to the program;
– comply with these Terms & Conditions and Dreamoura’s Rewards & Wallet Policy; and
– possess a valid payment method (credit/debit card or other approved option) when required for Cashback or Credit-based Rewards.
• Dreamoura reserves the right to modify, suspend, or discontinue any Reward program with reasonable notice where required by law.
6B. Reward Qualification Criteria
- Each Reward campaign or offer will clearly define the eligibility rules and redemption methods.
- These may include but are not limited to:
– Time-sensitive restrictions such as expiry or redemption deadlines.
– Platform limitations where a code is valid only via the Dreamoura app or website.
– Service-specific conditions applicable to selected airlines, hotels, or partners.
– Minimum spend thresholds required to unlock a Reward.
– Maximum Reward value limits governing monetary or non-monetary benefits.
- Dreamoura may revoke or adjust a Reward if it was issued in error or obtained through misuse or fraudulent means.
6C. Non-Transferability of Rewards
- All Rewards, Wallet Credits, and promotional benefits are non-transferable.
- Rewards cannot be sold, exchanged for cash, pledged, or assigned to any third party.
- Rewards hold no monetary value until redeemed for an eligible booking.
6D. Account Closure and Reward Forfeiture
- In case of a User’s death, permanent deactivation, or voluntary account closure, all unspent or pending Rewards will automatically expire and be forfeited.
- Dreamoura shall have no obligation to reinstate expired or cancelled Rewards.
6E. Compliance and Review
- Dreamoura may monitor account activity to ensure fair participation in Reward programs and to prevent abuse or fraud.
- Any breach of these Terms or misuse of promotional offers may lead to Reward cancellation and account suspension.
7A. Overview
• The Dreamoura Frequent Flyer Pass (“the Pass”) is a customer rewards and loyalty program designed to provide exclusive discounts and benefits on flights, hotels, and travel packages across India and the GCC.
• The program encourages repeat bookings and rewards consistent travelers with progressive benefits based on tier levels.
7B. Membership Eligibility
• The Pass is available only to registered Dreamoura account holders with verified profiles.
• There are membership fees for standard enrollment.
• Membership and rewards are non-transferable and remain linked to a single Dreamoura account.
• Participation may be linked to special campaigns or limited-time offers announced through the Platform.
7C. Tier Levels and Qualification
• Dreamoura’s Frequent Flyer Pass offers three tiers based on completed bookings within specific timeframes:
– Silver Tier: Active after completing 3 bookings within 12 months.
– Gold Tier: Active after 7 bookings within 18 months.
– Platinum Tier: Active after 15 bookings within 24 months.
• Each tier unlocks enhanced rewards, such as:
– higher flight and hotel discounts;
– priority customer support; and
– access to seasonal and early-bird promotions.
7D. Exclusions
• The following bookings are not eligible for earning or redeeming Frequent Flyer Pass benefits:
– complimentary or zero-value bookings;
– travel insurance, public transport, or stand-alone add-ons (extra baggage, seat upgrades, car accessories);
– transactions made outside the Dreamoura Platform or through offline agents.
7E. Program Modifications
• Dreamoura reserves the right to amend, suspend, or discontinue any aspect of the Frequent Flyer Pass program, including:
– tier levels or qualification criteria;
– reward types or discount percentages;
– participation requirements or validity periods.
• Any updates will be reflected on the official Dreamoura website.
7F. Fraud and Misuse
• Dreamoura actively monitors usage for fraud, abuse, or system manipulation.
• Any confirmed violation may result in:
– cancellation of rewards;
– suspension or termination of membership; and
– forfeiture of all accrued benefits.
7G. Support and Contact
• For questions or clarifications regarding the Frequent Flyer Pass, Users may contact Support@dreamoura.com.
• Program details and updates are available at www.dreamoura.com/frequent-flyer-pass.
8A. Ownership
• Unless stated otherwise, all rights in the Dreamoura Platform—including its design, layout, content, logos, trademarks, software, and overall look & feel—are owned by Dreamoura or its licensors.
• By accessing or using the Platform, you agree to do so only for its intended lawful purpose, and in accordance with these Terms
8B. Restrictions on Automated Use
• Users may not access, monitor, copy, crawl, scrape, or otherwise use any portion of the Platform by means of:
– robots, spiders, scrapers, or similar automated tools; or
– AI-powered assistants or browser-based automation that interacts with or mimics human behavior.
• Automated systems or tools may not be used to create, modify, or complete bookings without Dreamoura’s prior written consent.
• Any such unauthorized activity may result in immediate suspension, IP blocking, or legal action.
8C. Monitoring and Protection
• Dreamoura actively monitors Platform activity to ensure fair use. Access may be restricted or blocked if any account or system is found to:
– perform excessive or unreasonable searches;
– collect or extract prices, inventory data, or content;
– cause undue technical load or interference; or
– use automated assistants or AI agents without prior approval.
8D. User-Generated Content
• When you upload images, reviews, or comments to Dreamoura, you confirm that:
– the content is truthful and original, not altered or misleading;
– it is free from harmful code or viruses;
– you own or have the right to use all intellectual property within it;
– Dreamoura is granted a royalty-free, worldwide, perpetual license to use, reproduce, display, and distribute the content on its Platform and marketing materials (unless you request removal); and
– it does not infringe the privacy or rights of others.
• You accept full responsibility for any legal claim arising from material you upload or submit.
8E. Dreamoura’s Rights
• Dreamoura is not responsible for any photos, reviews, or content uploaded by Users.
• We may remove or edit any content at our discretion if it violates our Content Standards or appears inaccurate, offensive, or fraudulent.
9A. Account Responsibility
• When registering on the Dreamoura Platform, Users must create a secure password to access their account.
• Users are solely responsible for maintaining the confidentiality of their credentials and for all activities carried out through their account.
• Dreamoura shall not be held liable for any loss or damage resulting from unauthorized access or misuse of a User’s account, whether or not the User was aware of such activity.
9B. Unauthorized Access
• Users must immediately notify Dreamoura in writing of any unauthorized use of their password or account, or any suspected breach of security.
• Users may not access or use another person’s Dreamoura account under any circumstances.
• Any such activity will be treated as a violation of these Terms and may result in account suspension or legal action.
9C. Data Security Practices
• Dreamoura employs industry-standard security systems and encryption protocols to protect sensitive data, including credit/debit card and banking information.
• All payment-related data is stored securely in compliance with applicable Indian and GCC data-protection laws.
• Despite these safeguards, Dreamoura cannot guarantee that its systems will always be free from security breaches or unauthorized access.
9D. Fraud and Credit Verification
• For fraud prevention, credit evaluation, or “book now, pay later” services, Dreamoura may verify certain User information—such as credit scores or financial history—through licensed agencies or authorized partners, in line with local regulations.
9E. Data Sharing and Processing
• Dreamoura may share User information, in anonymized or aggregated form, with trusted third-party service providers for:
– payment processing and settlement;
– data hosting and storage;
– analytics and creditworthiness assessment.
• All such sharing is done in accordance with applicable laws and data-protection standards.
9F. Lawful Disclosure
• Dreamoura may share User data with law-enforcement or governmental authorities when required by law, regulation, or court order.
• Such disclosures may occur without prior consent of the User if deemed necessary for investigations or fraud prevention.
10A. Fees and Service Charges
• In addition to the price displayed by each Service Provider, Dreamoura may charge convenience or service fees for processing or modifying bookings.
• All applicable fees will be clearly displayed before final confirmation or payment.
• Dreamoura reserves the right to revise, add, or waive fees at its sole discretion, without prior notice.
• Certain promotional or limited-time discounts may exclude specific service fees.
10B. Price Adjustments and Taxes
• If a booking amount, tax, or convenience fee is short-charged due to system or technical errors, Dreamoura reserves the right to deduct or claim the balance.
• In case the balance remains unpaid prior to travel, Dreamoura may cancel the booking without further liability.
• Any change in tax rates, surcharges, or new levies imposed by government authorities will be borne by the User, even if such charges are retrospective.
• Displayed prices may vary due to currency exchange fluctuations, bank fees, or local service taxes applicable in the destination country.
10C. Payment Collection and Currency
• For certain products, Service Providers may require upfront payments or payments during travel.
• When Dreamoura or its affiliate processes the payment, that payment represents the final settlement with the Service Provider.
• When Service Providers collect payment directly, it may occur at booking, check-in, or checkout, based on their policy.
• If the User’s payment method is in a different currency, the User’s bank or card issuer may charge foreign transaction or conversion fees.
• Dreamoura may offer a “Pay in Your Own Currency” feature, allowing Users to view and pay in their home currency. In this case:
– Dreamoura acts as principal for this service, not as the Service Provider’s agent.
– The exchange rate applied is final and displayed during checkout.
– Refunds for cancellations will match the amount originally charged, inclusive of currency-conversion fees.
10D. Fraud Prevention and Legal Cooperation
• Dreamoura reserves the right to verify booking authenticity, block suspicious transactions, and cooperate with law enforcement for fraud investigations.
• If fraudulent activity or chargeback abuse is detected, Dreamoura may terminate the User’s account and pursue legal remedies.
• In compliance with applicable laws, Dreamoura may share transaction or KYC data with authorized government agencies upon request.
10E. User Payment Obligations
• Users are responsible for all charges, duties, taxes, and service fees applicable to their transactions.
• All payments must be made only to official Dreamoura accounts listed on the Platform or invoice.
• Dreamoura or its representatives will never request payment transfers to private or personal accounts.
• Payments made to unauthorized accounts are entirely at the User’s risk, and Dreamoura will not be liable for recovery.
• Users must not share confidential payment data such as card numbers, CVV, OTP, or passwords with anyone, including Dreamoura staff.
• In the event of suspicious or fraudulent activity, Users must immediately notify Dreamoura and their bank.
10F. Modes of Payment
• Dreamoura supports secure payments via UPI, Credit/Debit Cards, Net Banking, Dreamoura Wallet, EMI, Gift Cards, and approved Payment Gateways.
• Dreamoura uses PCI-DSS compliant encryption to ensure payment data security.
• Certain methods (e.g., EMI, foreign cards, or Pay Later) may be subject to additional verification or processing time.
• Users acknowledge that Dreamoura may store payment details securely (with consent) for faster future transactions.
10G. Refund Processing Responsibility
• Service Providers maintain full control over refund eligibility and amount.
• Dreamoura’s role is limited to facilitating refunds based on Service Provider confirmation.
• Refunds may take additional time if the payment gateway or bank encounters a technical delay.
• Dreamoura is not liable for any bank delays, declined refunds, or intermediary processing errors.
10H. Commercial Use and Fair Booking Policy
• Dreamoura’s Platform is strictly for personal, family, or business travel by individuals.
• Unauthorized use by travel agents, resellers, consolidators, or bots for commercial gain is prohibited.
• If detected, Dreamoura may cancel such bookings without refund and restrict the account permanently.
• Dreamoura assumes no liability for any consequential losses caused by such cancellations.
10I. User’s Responsibility
• Users must review all booking details, inclusions, exclusions, and Service Provider policies before confirming payment.
• By completing a booking, Users agree to be bound by Dreamoura’s Terms and those of the respective Service Provider.
• When booking for another traveler, the User confirms that they have the traveler’s consent to share personal information.
• Users must comply with all applicable local, state, and international travel laws.
• Dreamoura provides its services on an “as is” and “as available” basis, with no guarantee of uninterrupted service.
10J. Communication and Notifications
• Dreamoura will send booking confirmations, payment updates, cancellations, and refund details via SMS, WhatsApp, email, or in-app notifications.
• By using Dreamoura, Users consent to receive such communications, which are considered transactional and not unsolicited commercial messages.
• Dreamoura may also contact Users regarding pending bookings or offers to assist in completing transactions.
• Users agree to indemnify Dreamoura against any loss arising from erroneous complaints or invalid contact details provided.
11A. General Policy
• All bookings made through Dreamoura are subject to the cancellation and refund policies of the respective Service Providers.
• These policies are displayed during the booking process, in the fine print on the Platform, and in your booking confirmation email or voucher.
• By confirming a booking, the User agrees to comply with the Service Provider’s cancellation and refund rules.
• Some bookings may be non-refundable or eligible for cancellation only before a stated deadline; the applicable Service Provider policy will prevail.
11B. Refund Process and Timelines
• In the event of a cancellation or booking failure, Dreamoura will initiate refunds only after receiving funds from the Service Provider.
• Refunds are always processed to the original payment method used by the User.
• Standard timelines:
– Within 24 hours of receipt for transactions less than six (6) months old.
– Within 96 hours for transactions older than six (6) months (subject to valid banking details).
• Refunds for partial service use (early checkout, missed activity, etc.) are determined solely by the Service Provider.
• Dreamoura is not responsible for bank delays or intermediary processing errors beyond its control.
11C. Non-Refundable and Force Majeure Cases
- Definition
Dreamoura and its service providers (including airlines, hotels, transport, activity operators, and other travel partners) shall not be liable for any failure, delay, or inability to perform their obligations under this Agreement due to events beyond reasonable control (“Force Majeure Events”).
Such events include, but are not limited to:
- Acts of God (such as floods, earthquakes, cyclones, or storms)
- Natural disasters or fire
- War, terrorism, civil unrest, or riots
- Strikes, labor disputes, or industrial action
- Government orders, embargoes, travel restrictions, or sanctions
- Epidemics, pandemics, or public health emergencies (including COVID-19 or similar outbreaks)
- Failure of telecommunication or IT systems, including website downtime or API disruptions
- Airline or hotel operational failures due to unforeseen events
- Impact on Bookings
In the occurrence of a Force Majeure Event, Dreamoura shall make all reasonable efforts to:
- Reschedule affected bookings to a later date in coordination with the concerned service provider.
- Provide credit vouchers or wallet credits (where applicable) for future use on Dreamoura.com.
- Facilitate partial or full refunds, subject to the respective airline, hotel, or activity provider’s refund policy.
- Offer alternative services or equivalent experiences where the original service cannot be delivered.
- Refunds and Credits
- Refund eligibility is strictly governed by the service provider’s policy (e.g., airline, hotel, transfer, or tour operator).
- Where permitted, Dreamoura will initiate refunds within 72 hours of receiving confirmation from the service provider.
- For non-refundable bookings, users may opt for Dreamoura Wallet Credits or date-change vouchers, subject to availability.
- Refund timelines may vary based on the mode of payment and the financial institution’s processing time.
- Customer Obligations
- Users are responsible for complying with local government advisories, travel bans, and health regulations applicable at the time of travel.
- Dreamoura shall not be liable for denial of boarding, visa rejection, quarantine costs, or mandatory health documentation failures.
- It is the traveler’s responsibility to verify destination-specific entry requirements (including vaccination, PCR test, or quarantine rules).
- No Liability for Consequential Losses
Dreamoura shall not be held responsible for any indirect, incidental, or consequential damages arising due to cancellations or disruptions caused by Force Majeure Events. This includes, but is not limited to, loss of enjoyment, emotional distress, loss of time, or business interruptions.
- Communication and Support
Dreamoura will communicate updates regarding Force Majeure situations through:
- Registered email address or SMS
- Website banners and user dashboard notifications
- Official Dreamoura social media channels
Travelers are advised to check their booking status through their Dreamoura Account Dashboard or by contacting Support@dreamoura.com
11D. Legal Compliance and Dispute Resolution
• All refund procedures follow the laws and regulations of the countries where the transaction occurs, including:
– Information Technology Act 2000 (India) – Legislative Department | India
– Consumer Protection Act 2019 (India) –https://consumeraffairs.gov.in/pages/consumer-protection-acts
- Dreamoura maintains a refund tracking record for all processed cases; Users may request written confirmation of refund status at bookings@dreamoura.com.
- For any dispute related to refunds, the User must first contact Dreamoura’s Grievance Officer, who will respond within 15 working days.
- If unresolved, disputes will be escalated to the Consumer Commission or Small Claims Tribunal in the User’s jurisdiction, under the laws of India or the respective GCC state.
- Dreamoura’s total liability in refund matters is limited to the actual amount received from the User for the affected booking.
11E. Refund & Reschedule Policy (Under Force Majeure Conditions)
- Purpose
This policy governs refunds, rescheduling, and credit arrangements in cases where confirmed bookings are disrupted due to Force Majeure Events, as defined in the Force Majeure & Pandemic Clause. The goal is to ensure fairness, transparency, and flexibility for travelers affected by circumstances beyond control.
- Eligibility Criteria
A booking qualifies under this policy if:
- The disruption is directly caused by a Force Majeure Event such as natural disaster, epidemic, travel ban, government restriction, or supplier shutdown.
- The respective airline, hotel, or activity provider confirms service unavailability, cancellation, or suspension of operations.
- The customer has not voluntarily canceled the booking prior to the event.
- Refund Options
Depending on the type of booking and the provider’s terms, Dreamaoura will process refunds in one of the following ways:
- Full Refund: Where the service provider authorizes a 100% refund due to confirmed cancellation.
- Partial Refund: If a portion of the service (e.g., outbound flight or one night’s stay) was utilized before the event occurred.
- Wallet Credit: If direct refunds are restricted, Dreamaoura may issue Dreamaoura Wallet Credits of equivalent value, usable for future bookings across flights, hotels, transfers, and activities.
Refund Timelines:
- Refund initiation within 72 hours of provider confirmation.
- Processing duration depends on the payment gateway and issuing bank, generally 5–10 working days for card transactions and 7–14 working days for international payments.
- Rescheduling & Date Change Requests
- Travelers may request a reschedule for eligible bookings instead of cancellation.
- Dreamaoura will coordinate with the respective service provider to secure the nearest available date, at no additional cost wherever the provider waives the change fee.
- If fare or room rates differ, the traveler shall pay or receive the rate difference as applicable.
- Rescheduling is subject to seat, room, or slot availability and the partner’s operational capability post-event.
- Non-Refundable Bookings
- Certain promotional or discounted fares may be non-refundable under normal circumstances.
- Under Force Majeure conditions, Dreamaoura will make best efforts to negotiate flexible options, such as:
- Extension of travel validity
- Reissuance of vouchers
- Adjustment against future travel plans
- In such cases, the decision of the service provider shall be final and binding.
- Special Cases (Airlines, Hotels & Packages)
- Flights: Refunds depend on the airline’s Force Majeure policy. Some carriers may issue travel credits instead of cash refunds.
- Hotels: Cancellations due to government travel restrictions or border closures qualify for free rescheduling or refund, subject to the hotel’s terms.
- Holiday Packages: Each package component (flight, hotel, activity, transfer) will be evaluated individually; refunds may be component-based.
- Refunds in Case of Government Restrictions
- If travel restrictions, visa denials, or border closures prevent travel, refunds will follow the provider’s and government’s cancellation guidelines.
- Dreamaoura shall not be responsible for any visa, insurance, or documentation-related costs incurred independently by the traveler.
- Refund Mode and Confirmation
- All refunds will be credited to the original payment method unless the customer opts for Dreamaoura Wallet Credits.
- A confirmation email and transaction reference will be shared upon successful refund processing.
- In cases of split payments (e.g., wallet + card), the refund will be proportionately distributed.
- Customer Assistance
- Affected travelers may contact booking@dreamaoura.com or use the in-app “Manage Booking → Request Refund” feature.
- Dreamaoura’s Support Team will prioritize Force Majeure cases and aim to resolve within 5 business days.
- Customers are advised to retain all communication and transaction references for faster resolution.
- Limitation of Liability
- Dreamaoura acts solely as a facilitator between customers and service providers.
- The final refund or reschedule decision rests with the provider and may vary depending on their operational capacity, regulations, and jurisdiction.
- Dreamaoura shall not be liable for any indirect or consequential loss arising from refund delays, credit expirations, or denied claims.
- Careful Review of Services
Users are advised to read the description, inclusions, exclusions, and terms of each service or product carefully before making a booking through the Dreamoura platform.
- Acceptance of Terms
By confirming a booking, Users agree to be bound by all applicable conditions mentioned in the booking confirmation, voucher, or user agreement.
- Bookings on Behalf of Others
If a User makes a booking on behalf of another individual, it is the User’s responsibility to inform that person about all relevant terms, conditions, and restrictions.
- Compliance with Guidelines
Users must adhere to all procedures, policies, and guidelines issued by Dreamoura, as updated from time to time, for the use of services offered on the platform.
- Adherence to Law
Users are required to comply with all applicable local, state, national, and international laws and regulations related to travel, bookings, and online transactions.
- Accuracy of Information
Users must ensure that all information provided during registration and booking (such as name, contact details, payment information, etc.) is accurate, current, and complete.
- Timely Payments
It is the User’s responsibility to ensure timely and full payment of all booking-related charges. Failure to do so may result in cancellation by the Service Provider without any refund.
- Arrival and Communication
Users are responsible for notifying the Service Provider of any delays or changes in arrival time to avoid cancellations, penalties, or no-show charges.
- Group Responsibility
The User making the booking shall be responsible for the conduct, compliance, and adherence to property or service rules by all accompanying guests or travelers listed in the same booking.
- Platform Use and Fair Conduct
Users agree not to misuse the Dreamoura platform or its content, including but not limited to attempting unauthorized access, data scraping, altering code, or using the services for unlawful or fraudulent purposes.
- Contact Authorization
By using Dreamoura, Users consent to be contacted by Dreamoura representatives through phone, SMS, WhatsApp, or email for booking updates, support, and promotional communications. This consent supersedes any “Do Not Disturb” or similar preferences.
- Service Nature and Liability
Dreamoura provides services on an “as is” and “as available” basis. While all reasonable efforts are made to ensure accuracy and availability, Dreamoura does not guarantee uninterrupted service or warrant the suitability of any offering for all purposes.
12A.Limitation of Warranty
No oral or written advice, information, or representation provided by Dreamoura or its representatives shall create any warranty not expressly stated herein. Users acknowledge that the quality, safety, and performance of services are the sole responsibility of the respective Service Providers.
12B. Limitation of Liability
Dreamoura shall not be held liable for any direct, indirect, incidental, special, or consequential damages arising from the use or inability to use the services, delays, or cancellations caused by third parties, or events beyond its reasonable control.
Dreamoura primarily acts as a facilitator enabling Users to access and book travel-related services provided by independent third parties, including but not limited to airlines, hotels, homestays, tour operators, transport companies, and activity providers (collectively referred to as “Service Providers”). Unless expressly stated otherwise, Dreamoura does not operate as the principal or reseller of such services. Its role is limited to providing Users with a confirmed booking based on their selections made through the Dreamoura platform.
Any issue, inconvenience, or deficiency arising from the use or delivery of services shall remain the sole responsibility of the respective Service Provider. Dreamoura shall not be held liable for any act, omission, error, misrepresentation, warranty, negligence, or breach by the Service Provider, nor for any loss or damage suffered by the User resulting therefrom.
Unless explicitly committed by Dreamoura as part of a specific offering or promotion:
- Dreamoura does not guarantee the quality, standard, safety, or suitability of services provided by any Service Provider.
- Dreamoura does not warrant the availability or uninterrupted delivery of any service listed on its platform.
- Dreamoura does not verify or guarantee the accuracy, completeness, or currency of information furnished by Service Providers.
By making a booking through Dreamoura, the User acknowledges and agrees that Dreamoura provides a technology-based intermediary platform facilitating the connection between Users and Service Providers. The ultimate contractual relationship for service provision exists directly between the User and the Service Provider. Accordingly, any claim, dispute, or grievance shall be addressed directly with the concerned Service Provider.
All information, descriptions, images, pricing, and availability details displayed on the Dreamoura website or mobile application are provided by Service Providers. Dreamoura shall not be responsible or liable for any inaccurate, outdated, misleading, or non-compliant information arising from such third-party submissions.
Dreamoura is a facilitator of third?party travel services. Listing order or ‘recommended’ labels do not constitute endorsements.
Inventory may be provided via direct contracts, global distribution systems, aggregators, or connectivity partners.
- Unless explicitly provided by Dreamoura as part of a specific service or deliverable, it shall be the sole responsibility of the User to obtain adequate and appropriate insurance coverage, including but not limited to travel, health, accident, baggage, or trip cancellation insurance. Dreamoura shall, under no circumstances, be liable for any claims, losses, damages, or expenses arising from the absence or inadequacy of such insurance coverage.
- If insurance is offered as part of a product or service through Dreamoura, it shall be governed entirely by the terms and conditions of the respective third-party insurance provider. In such cases, Dreamoura acts solely as a facilitator connecting the User with the insurance provider and shall not be considered a party to the insurance contract.
- The User shall contact the respective insurance provider directly for all matters related to policy coverage, claims processing, or dispute resolution. Dreamoura shall not be responsible or liable in cases of partial acceptance, delay, or rejection of any claim made by the insurance provider.
- For more details on insurance coverage, applicability, and exclusions for each service type—such as flights, hotels, transfers, or tour packages—Users are advised to refer to the individual service sections of this Agreement or the relevant product-specific terms listed on the Dreamoura platform.
- Dreamoura may, at its discretion, facilitate communication between the User and the respective Service Provider (including airlines, hotels, transport operators, or activity partners) for the purpose of assisting with bookings, modifications, cancellations, or other service-related matters.
- Such facilitation by Dreamoura is provided solely as a support function to ensure convenience for the User. However, this does not constitute Dreamoura’s acceptance of responsibility or liability for any actions, omissions, or service outcomes attributable to the Service Provider.
- Dreamoura does not guarantee that a Service Provider will acknowledge, respond to, or act upon any communication or request made through Dreamoura’s platform, email, or customer support channels. The Service Provider retains sole discretion over how and when to respond to any User communication.
- The act of communication between a User and a Service Provider, whether facilitated by Dreamoura or initiated directly, does not create any contractual or legal obligation on Dreamoura beyond the scope of its role as a booking intermediary.
- Users are encouraged to contact Dreamoura through its official Help Center or Support Channels in case of unresolved issues or non-responsiveness from Service Providers. Dreamoura will make reasonable efforts to assist but shall not be liable for any failure, delay, or refusal by a Service Provider to address a User’s request.
- The mere exchange of messages, calls, or emails facilitated by Dreamoura shall not be construed as grounds for any legal claim or liability against Dreamoura, nor shall it imply endorsement, warranty, or control over the Service Provider’s actions or decisions.
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Tax Collected at Source (TCS) on Overseas Tour Packages
- In accordance with Section 206C (1G)(b) of the Income Tax Act, 1961, Users booking an Overseas Tour Package through Dreamoura are liable to pay Tax Collected at Source (TCS) at the prescribed rate, over and above the package price.
- “Overseas Tour Package” refers to any travel package involving visits to countries or territories outside India, including expenses related to travel, accommodation, boarding, lodging, or any other similar expenditure.
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Definition of Specified Person
- The term ‘Specified Person’ shall carry the meaning assigned to it under Section 206CCA(3) of the Income Tax Act, 1961.
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Collection and Compliance
- Dreamoura shall collect the applicable TCS amount at the time of booking, deposit it with the Government as per law, and issue a valid certificate or acknowledgment to the User in compliance with statutory requirements.
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Validation of PAN Details
- Users must provide a valid Permanent Account Number (PAN) of the traveler(s) at the time of booking. Dreamoura reserves the right to verify the authenticity of the PAN provided under Sections 206CC and 206CCA of the Income Tax Act.
- If the PAN is found invalid, incorrect, or unrelated to the traveler(s), Dreamoura shall be legally obligated to cancel the booking and process refunds as per the applicable cancellation policy.
- If a User qualifies as a “Specified Person” under Section 206CCA, the applicable higher rate of TCS shall be charged. In such cases, the User agrees to pay any additional TCS amount due. Failure to do so may result in cancellation of the booking and refund in accordance with the applicable policy.
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Compliance with the Liberalized Remittance Scheme (LRS)
- As per Reserve Bank of India (RBI) guidelines, all international bookings made on the Dreamoura platform are subject to Liberalized Remittance Scheme (LRS) provisions.
- The User warrants that valid PAN details of the traveler(s) shall be provided at the time of booking or before the prescribed cut-off date.
- In cases where the traveler is a minor, the PAN of the parent or guardian must be furnished.
- Non-compliance with this requirement may result in booking cancellation as per the applicable law and refund policy.
- Users further confirm that total foreign exchange purchases or remittances made during the current financial year fall within the permissible RBI limits. If these limits are breached, Dreamoura shall cancel the booking and process refunds in compliance with applicable law.
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Authorization for Data Verification
- Users authorize Dreamoura to retrieve PAN or related data from prior bookings or user profiles and to share such information with authorized third parties for the limited purpose of verification or compliance under TCS/LRS provisions.
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Opt-Out and Data Privacy
- Dreamoura does not collect or use PAN details without explicit consent. Users who wish to withdraw consent or delete previously shared data may do so through their user profile settings on the Dreamoura platform.
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Charges, Taxes, and Fees
- The total fare displayed for any travel booking shall include all applicable government taxes and airline or service provider fees, except for entry or exit fees applicable at certain international destinations, which remain the User’s responsibility.
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Service Fees
- Depending on the selected travel product or route, Dreamoura and/or third-party partners may charge service fees.
- Dreamoura’s service fee, if applicable, covers the cost of platform usage and administrative handling and includes any applicable GST or VAT.
- Third-party aggregators or intermediaries may charge their own service fees, which may also include applicable taxes.
- All applicable service fees shall be clearly displayed to the User during the booking process and included in the total ticket price.
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Consumer Use
- Users must book travel products and services solely in their capacity as private consumers. Corporate or commercial use of Dreamoura’s platform for resale or profit-making purposes is strictly prohibited unless expressly authorized in writing by Dreamoura.
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Registered Entity and Governing Law
- Dreamoura is an online travel agency platform owned and operated in accordance with the laws of the Republic of India.
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Registered Office:
- B-307, Joyous Hubtown, G.S.R.T.C, Gita Mandir, Ahmedabad-380022, Gujarat, India
- Phone: +91 70695 18363
- All bookings, transactions, and communications made through the Dreamoura platform are governed exclusively by Indian law, and any disputes arising thereof shall fall under the exclusive jurisdiction of the competent courts at Ahmedabad, Gujarat, India.
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International Access and Use
- While the Dreamoura website and mobile application may be accessible from countries outside India, Dreamoura does not represent or warrant that its services are appropriate, lawful, or available for use in all jurisdictions.
- Users accessing the platform from outside India do so at their own initiative and are solely responsible for compliance with local laws, rules, and regulations applicable to their location.
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No Foreign Licensing Representation
- Dreamoura operates as a registered travel service provider within India and does not claim to hold travel agency licenses or regulatory registrations in jurisdictions outside India.
- The availability of its services internationally shall not be construed as local authorization or compliance in any foreign country unless expressly stated.
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Cross-Border Transactions
- All bookings, payments, customer service activities, and data processing operations are conducted exclusively within India.
- Users from other jurisdictions agree that:
- Their transactions with Dreamoura shall be governed solely by Indian law.
- Dreamoura shall not be liable for any alleged non-compliance with foreign regulatory or tax frameworks.
- Payments are processed through authorized global payment partners that adhere to cross-border compliance (e.g., PCI-DSS standards).
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Third-Party Integrations and Service Providers
- Dreamoura may integrate with or facilitate services through third-party global providers such as airline aggregators, hotel APIs, or transport partners.
- These entities may be subject to their own local terms, regulations, and jurisdictional requirements. Users are advised to review such third-party terms independently before availing of their services.
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Authorized Modes of Communication
- Dreamoura will send all essential communications, including booking confirmations, payment receipts, itinerary updates, cancellations, refund statuses, and schedule changes, through one or more of the following modes: SMS, WhatsApp, voice calls, email, or other verified electronic channels provided by the User at the time of booking or registration.
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Transactional Nature of Communication
- All such communications are transactional in nature and are initiated upon the User’s explicit authorization during booking or account creation. They do not constitute unsolicited commercial communication under the guidelines of the Telecom Regulatory Authority of India (TRAI) or any equivalent authority in India or abroad.
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Pending or Failed Bookings
- Dreamoura or its authorized representatives may contact the User through phone, WhatsApp, or email in cases of pending, failed, or incomplete bookings to assist in completing the transaction or to clarify payment or booking-related details.
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User Consent and Authorization
- By using Dreamoura’s platform and providing their contact details, the User unconditionally consents to receive communications related to their bookings, transactions, or account. This consent shall override any Do Not Disturb (DND) or National Customer Preference Register (NCPR) preferences previously set by the User.
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Accuracy of Contact Information
- The User is responsible for ensuring the accuracy of their contact information (mobile number, email address, etc.) registered on the Dreamoura platform. Dreamoura shall not be liable for any failure of communication or delivery arising due to incorrect or outdated information provided by the User.
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Opt-Out and Preference Control
- Users may opt out of marketing or promotional communications at any time by adjusting their notification preferences within their Dreamoura profile settings. However, essential transactional notifications related to bookings, payments, and account security cannot be disabled.
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International Communication Disclaimer
- For Users residing outside India, certain communication modes such as SMS or voice calls may be subject to international network restrictions or delays. Dreamoura does not guarantee the timely delivery of such communications outside India due to third-party carrier dependencies.
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User Responsibility and Indemnification
- The User agrees not to raise frivolous or erroneous complaints against Dreamoura for authorized transactional communications. In the event that any complaint results in action or penalty by TRAI, network operators, or any regulatory authority, the User shall indemnify and hold Dreamoura harmless against all resulting losses, damages, or penalties.
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Third-Party Integrations
- Dreamoura may use verified third-party communication platforms or APIs (e.g., Twilio, Kaleyra, WhatsApp Business, or similar service providers) for message delivery. Users acknowledge that such third-party systems may store or process limited communication data solely for service facilitation under applicable data protection laws.
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No Requests for Sensitive Information
- Dreamoura’s employees or authorized representatives will never contact Users to request sensitive details such as credit/debit card numbers, CVV, expiry dates, OTPs, banking passwords, or net-banking credentials, nor will they ever instruct Users to transfer funds to any personal or non-Dreamoura account.
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Third-Party Application Warning
- Dreamoura staff or affiliates will never ask Users to install any third-party software or remote-access applications that may allow someone to view or control the User’s mobile phone or computer screen.
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Fraud Awareness
- Acting on any such requests from unauthorized individuals may expose Users to phishing, financial fraud, or identity theft, potentially leading to loss of funds or personal information. Dreamoura shall not be responsible for losses arising from such fraudulent acts not initiated through its official channels.
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Reporting Suspicious Activity
- If any User receives calls, emails, or messages requesting confidential information or fund transfers on behalf of Dreamoura, they should immediately report such incidents to Dreamoura’s official Risk Control Team Aat:Support@dreamoura.com
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User Vigilance
- Users are strongly advised to verify that all communications claiming to be from Dreamoura originate from official channels (emails ending with @dreamoura.com, official helpline numbers, or the Dreamoura mobile application).
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Legal Action & Indemnity
- Dreamoura reserves the right to report such fraudulent activities to appropriate law enforcement agencies. Users agree to indemnify and hold Dreamoura harmless from any losses or damages incurred due to unauthorized disclosure of sensitive information to third parties.
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User’s Obligation to Indemnify
- The User agrees to indemnify, defend, and hold harmless Dreamoura, its affiliates, subsidiaries, partners, employees, officers, directors, and authorized representatives from and against any and all claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees and disbursements) arising from or related to:
- Any breach of representations, warranties, or obligations made by the User under these Terms and Conditions;
- Any violation of applicable laws or regulations by the User;
- Any misuse of Dreamoura’s services, including but not limited to fraudulent bookings, chargebacks, or use of unauthorized payment methods;
- Any third-party claim resulting from the User’s actions, negligence, or misconduct during or after availing Dreamoura’s services.
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Scope of Liability
- Dreamoura, its management, and representatives shall not be held liable for any direct, indirect, incidental, consequential, or punitive damages arising due to the User’s non-compliance with these Terms or any applicable legal requirements.
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Compliance Responsibility
- The User shall be solely responsible for ensuring compliance with all country-specific travel laws, visa requirements, taxation obligations, and conduct standards applicable to their travel or transactions made through Dreamoura. Dreamoura shall not be liable for any penalties, losses, or damages arising due to the User’s failure to adhere to such requirements.
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Survival of Clause
- This indemnification obligation shall survive termination or expiration of the User Agreement and shall continue to remain enforceable in respect of any actions, claims, or liabilities arising before such termination.
- All Platform content, software, design, look & feel, text, and trademarks are owned or licensed by Dreamoura. You may not scrape, copy, or use automated tools to access or extract data without written permission.
- By posting reviews/images, you confirm you have rights to share them and grant Dreamoura a worldwide, transferable license to use them for Platform and marketing, unless you request removal where feasible.
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Authorization and Role
- Dreamoura facilitates secure online payments through Unified Payments Interface (UPI), Razorpay, and other RBI-authorized payment gateways. Dreamoura acts as a Third-Party Application Provider (TPAP), integrated with Payment Service Provider (PSP) Banks, and operates under the regulatory framework of the National Payments Corporation of India (NPCI).
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Third-Party Banking Partners
- Dreamoura partners with licensed PSP Banks to process payments via UPI. The PSP Bank establishes a direct connection with the UPI network and validates user credentials. All transactions are processed in accordance with NPCI and RBI security standards.
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Use of Razorpay and Multiple Payment Channels
- Dreamoura supports a variety of payment methods to ensure user convenience, including:
- UPI payments via linked bank accounts or UPI IDs
- Credit and Debit Cards (Visa, MasterCard, RuPay, Amex)
- Net Banking via leading Indian banks
- Razorpay wallets, EMI, and BNPL options (Buy Now Pay Later)
- International card payments for GCC and overseas users
- All payments are handled through PCI-DSS-compliant channels managed by Razorpay or other approved gateways. Dreamoura does not directly store or process card data or UPI PINs.
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Data Security & Storage
- All payment-related data are encrypted and stored in compliance with RBI’s Payment Data Localization Guidelines. Dreamoura does not access or retain sensitive credentials, including card numbers, CVV, OTPs, or UPI PINs. All payment authorizations occur securely within the PSP or Razorpay ecosystem.
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Roles and Responsibilities
- NPCI: Owns and regulates the UPI framework, sets operational and security guidelines, and ensures nationwide interoperability.
- PSP Bank: Authenticates UPI transactions, ensures secure integration with Dreamoura’s systems, and maintains transaction records exclusively in India.
- Dreamoura (as TPAP): Provides the user interface for initiating payments, facilitates transaction requests via PSP Banks, and ensures system compliance, data protection, and customer assistance.
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User Responsibilities
- Users shall:Ensure that the payment details entered are accurate and belong to them.
- Refrain from sharing sensitive details such as UPI PIN, OTP, passwords, or CVV with anyone, including individuals claiming to represent Dreamoura.
- Use authorized and updated versions of payment apps or browsers while initiating transactions.
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Dispute Resolution and Grievance Redressal
- In case of any UPI or online payment-related issue, Users may escalate their concerns as follows:
- Dreamoura Customer Support – support@dreamoura.com
- PSP Bank (linked with the User’s UPI account)
- NPCI through its official grievance portal
- Banking Ombudsman / Ombudsman for Digital Complaints, if unresolved
- Dreamoura shall act as the first point of contact for UPI-related issues and will coordinate with its PSP partners and Razorpay to provide prompt resolutions.
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Refunds & Settlements
- Refunds for canceled, failed, or partially completed transactions shall be processed through the same mode of payment, subject to settlement timelines of the PSP or Razorpay. Any delay due to intermediary banking systems shall not render Dreamoura liable for compensation.
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Legal & Regulatory Compliance
- All payment operations conducted through Dreamoura comply with the provisions of the RBI Act, 1934, Payment and Settlement Systems Act, 2007, and relevant NPCI circulars. Dreamoura and its partners are committed to maintaining transparency, user protection, and lawful conduct in every financial transaction.
Dreamoura is committed to offering reliable support and transparent resolution for all Users. This section defines the policies for customer service, grievance handling, and conduct expectations applicable to all platform users.
22A. Customer Service & Complaint Submission
Users may contact Dreamoura Customer Support for inquiries, assistance, or complaints through the following official channels:
- Email: support@dreamoura.com
- Phone: +91 70695 18363
- Postal Address: B-307, Joyous Hubtown, G.S.R.T.C Complex, Gita Mandir, Ahmedabad – 380022, Gujarat, India
- Help Center: Available through the Dreamoura website or mobile application
To ensure faster response, Users should provide:
- Booking reference number and registered contact information
- Reservation PIN (if applicable) and registered email ID
- A brief description of the issue and expected resolution
- Supporting documents (e.g., screenshots, receipts, bank statements)
22B. Tracking & Escalation Process
All complaints are recorded with a unique reference ID for tracking.
Priority is given to cases with financial impact, safety concerns, or time-sensitive travel issues.
If a User’s concern remains unresolved after initial communication with the Customer Service Team, the case may be escalated to the Grievance Officer (see Section 23).
22C. Dispute Resolution Procedure
Dreamoura aims to settle all issues amicably through its tiered resolution framework:
- Step 1 – Initial Review: Contact Customer Service for assistance.
- Step 2 – Escalation: If unresolved within 7 working days, submit a formal request to the Grievance Officer for review. A response will be provided within 30 calendar days.
- Step 3 – Legal Recourse: If still unsatisfied, the User may seek redressal through competent consumer forums or civil courts having jurisdiction in Ahmedabad, Gujarat, India (see Clause 17).
- Step 4 – Arbitration (for non-consumer contracts): At Dreamoura’s discretion, commercial disputes may be referred to a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated in Ahmedabad and conducted in English.
22D. International Users
- International Users may raise disputes through the same official support channels.
- Dreamoura currently does not participate in EU Online Dispute Resolution (ODR) or other foreign mediation platforms.
- All cross-border disputes are governed solely by the laws of India, with the courts of Ahmedabad, Gujarat having exclusive jurisdiction.
22E. User Conduct & Platform Integrity
Dreamoura expects all Users to act lawfully, respectfully, and responsibly when using its services.
a. Behavioral Standards
Dreamoura may suspend accounts, cancel bookings, or restrict access if a User:
- Violates any term of this Agreement or applicable law.
- Engages in fraudulent, abusive, defamatory, or harassing behavior.
- Misuses the Platform or provides false or misleading information.
Refund eligibility in such cases will follow the respective Service Provider’s refund policy.
b. Misuse of Automated or AI Tools
Unauthorized use of bots, automated scripts, web scrapers, or AI-driven assistants to interact with Dreamoura’s platform is strictly prohibited. Such use may cause irreparable damage, and Dreamoura reserves the right to seek injunctive relief or legal action to prevent or penalize such activities.
c. Good-Faith Commitment
Dreamoura and its Users agree to communicate in good faith and collaborate toward a lawful, timely, and fair resolution of any concern.
23A. Right to Amend or Update
Dreamoura reserves the right, at its sole discretion, to modify, revise, or update these Terms & Conditions, Privacy Policy, or any related policies at any time. Such modifications may include changes to platform features, booking processes, service charges, refund rules, or customer rights and obligations.
Any modification or amendment shall become effective upon being published on the official Dreamoura website (www.dreamoura.com) or communicated through any other official channel such as email, in-app notifications, or public notice.
23B. User’s Responsibility to Review
It is the User’s responsibility to regularly review the Terms & Conditions and related policies for updates. Continued access or use of the Dreamoura Platform after any modification constitutes the User’s deemed acceptance of the revised Terms.
If the User does not agree to any of the modifications, they must immediately discontinue the use of the Platform and associated services.
23C. Changes Required by Law
If any modification is made to comply with changes in laws, regulations, or governmental directives, such updates shall take effect immediately, without prior notice to the User. Dreamoura shall ensure that such changes are made in good faith and are aligned with applicable Indian and GCC laws governing e-commerce and consumer protection.
23D. Applicability to Existing Bookings
Any modification to these Terms will not affect bookings already made and confirmed before the modification date. Such bookings shall continue to be governed by the Terms & Conditions in effect at the time of booking unless:
- The change is required by law or government regulation, or
- The modification benefits the User and is expressly stated as retroactive.
23E. Notification of Material Changes
Dreamoura shall make reasonable efforts to notify Users of any material changes through:
- Email communication to registered Users
- Website announcement banners
- In-app notifications
However, minor editorial, clarifying, or administrative updates may be implemented without specific notice.
23F. Interpretation and Validity
If any modification or provision of this clause is found to be invalid or unenforceable, the remaining provisions shall continue to be valid and binding. Dreamoura’s interpretation of the modification terms shall be final and conclusive in the event of any ambiguity.
24A. Severability
If any provision of this User Agreement is determined to be invalid or unenforceable, in whole or in part, such invalidity or unenforceability shall apply only to that specific provision or portion thereof.
The remaining provisions shall continue to be valid, binding, and enforceable in full force and effect.
24B. Governing Law and Jurisdiction
This Agreement shall be governed and construed in accordance with the laws of India.
All disputes, claims, or legal proceedings arising from or related to the use of Dreamoura’s services shall be subject to the exclusive jurisdiction of competent courts in Ahmedabad, Gujarat, India.
24C. Amendments to the User Agreement
Dreamoura reserves the right to modify, update, or amend this User Agreement, either wholly or partially, at its sole discretion and without prior notice.
The revised version shall be published on Dreamoura’s official website (www.dreamoura.com).
Users are encouraged to review these Terms & Conditions periodically to stay informed about updates.
Continued use of the Platform after any modification constitutes deemed acceptance of the updated Terms.
24D. Confidentiality
Any information specifically designated by Dreamoura as confidential must be treated as such by the User.
The User agrees not to disclose, reproduce, or share confidential information without Dreamoura’s prior written consent, except when such disclosure is:
- Required by law, regulation, or court order; or
- Necessary for the execution of obligations under this Agreement.
All obligations of confidentiality shall survive the termination or expiry of this Agreement.
24E. User Feedback and Communication
Dreamoura values customer experience and may contact Users to request feedback for improving its services.
By using the Platform, Users authorize Dreamoura to reach out via email, phone, SMS, or WhatsApp for service-related communication and feedback.
Users who prefer not to receive such requests may opt out by emailing
privacy@dreamoura.com with the subject line “Opt-Out of Feedback Communication.”
24F. Privacy & Data Protection — Key Pointers
General Commitment
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Dreamoura is committed to protecting User privacy, data security, and confidentiality.
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By using the Platform, Users consent to lawful data collection and processing.
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All data is handled in compliance with the Information Technology Act, 2000 and GDPR-aligned principles (for international Users).
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The complete Privacy Policy is available on the Dreamoura website.
Information Collection
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Personal details such as name, contact information, nationality, and date of birth.
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Travel details including bookings, preferences, and passport information when required.
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Payment information processed through encrypted, secure gateways (card, UPI, wallet).
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Technical data such as device details, IP address, browser type, cookies, and tracking identifiers.
Use of Data
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To process reservations, payments, and booking confirmations securely.
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To provide updates, alerts, and customer support.
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To personalize user experience through analytics and AI recommendations.
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To offer promotional deals and marketing communication with User consent.
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To prevent fraud, ensure platform safety, and comply with regulations.
Sharing of Data
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With airlines, hotels, homestays, car rental agencies, transfers, and tour partners for booking fulfillment.
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With secure payment processors and financial institutions.
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With verified IT, CRM, and analytics partners bound by confidentiality.
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With government authorities where required by law.
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Dreamoura does not sell, rent, or trade personal data to third parties.
Cookies & Tracking Technologies
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Cookies, pixels, and trackers enhance navigation and user experience.
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They help remember preferences and improve marketing relevance.
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Users may disable cookies in browser settings, though some features may be affected.
User Rights
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Users may access, update, correct, or delete their personal information.
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Users may restrict or object to certain types of data processing.
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Consent for marketing communication can be withdrawn anytime via support@dreamoura.com.
Data Security & Retention
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Data is protected with encryption, secure servers, firewalls, and access restrictions.
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Regular security audits maintain compliance and safety.
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Data is retained only as long as required for legal, operational, or dispute-resolution needs, then securely deleted.
Privacy Contact Information
Privacy Officer – Dreamoura
Email: support@dreamoura.com
Phone: +91 70695 18363
Address: B-307, Joyous Hubtown, G.S.R.T.C, Gita Mandir, Ahmedabad – 380022, Gujarat, India
24G. Grievance Redressal Mechanism
Dreamoura is committed to resolving all customer concerns in a fair, transparent, and timely manner.
If a User believes their concern remains unresolved after initial communication with customer support, they may escalate the issue to the Grievance Officer, who will aim to respond within 30 business days from the date of escalation.
Users must provide:
- Booking Reference Number
- Ticket / Complaint ID
- Description of the unresolved issue
Grievance Officer Details
(as per the Information Technology Act, 2000 and Consumer Protection (E-Commerce) Rules, 2020)
Name: Nirav Patel
Designation: Grievance Officer – Dreamoura
Email: ???? grievanceofficer@dreamoura.com
Address: B-307, Joyous Hubtown, G.S.R.T.C Complex, Gita Mandir, Ahmedabad – 380022, Gujarat, India
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT +5:30)
Language: English
Users who require details of Dreamoura’s Legal Representative may write to the Grievance Officer to obtain this information.
If any provision of this User Agreement is determined to be invalid or unenforceable, in whole or in part, such invalidity or unenforceability shall apply only to that specific provision or part thereof. The remaining provisions shall continue to be valid, binding, and enforceable in full force and effect.
This section governs all flight booking services made through Dreamoura, specifically including domestic and international air travel originating from or to India and GCC countries. These terms apply in addition to the General Terms & Conditions and relevant product policies under Annex A.
A2. Contractual Relationship
- Contract with the Airline: When you book a flight, the contract of carriage is directly between you (the User) and the airline.
- Dreamoura's Role: Dreamoura acts only as a technological interface to facilitate the booking through Third-Party Aggregators and Airline APIs. We are not a contractual party to the airline service.
- Liability: Dreamoura bears no liability for operational delays, cancellations, schedule changes, or decisions made under the airline’s terms of carriage.
- Additional Services: Contracts for extras (baggage, meals, insurance) are separate, direct agreements with the relevant Third-Party Aggregator or Service Provider.
A3. What Dreamoura Will Do
- Provide Platform: Offer a secure platform to search, compare, and book flights operating within India and the GCC.
- Display Details: Show all relevant booking details, including flight numbers, timing, baggage allowances, and applicable fare rules.
- Confirmations: Send booking confirmations, e-tickets, and receipts to your registered email or profile dashboard.
- Support: Assist Users with inquiries, cancellations, or change requests within the scope of the airline’s policies. Support is available 24x7 via the Help Center.
A4. What the User Must Do
- Accuracy: Enter accurate passenger details (name, DOB, passport details) exactly as they appear on government-issued identification.
- Review Policies: Review and agree to the airline’s fare rules, cancellation, and baggage policies displayed during the booking process.
- Documentation: Ensure compliance with all visa, passport, and travel documentation requirements applicable to your journey.
- Check-in: Arrive at the airport as per airline check-in timelines (generally 2 hours prior for domestic, 3 hours for international flights).
A5. Price and Payment
- Fares: Fares are dynamic and include the base fare, fuel surcharges, and mandatory government taxes (like GST, airport user fees), unless specified otherwise.
- Payment Collection: Payments may be collected by Dreamoura (as an intermediary) or directly by the airline/aggregator.
- Cancellation: Dreamoura may cancel bookings if payment authorization fails or incomplete payment is detected.
A6. Amendments, Cancellations & Refunds
- Policy Source: All amendments, cancellations, and refund claims are strictly subject to airline-specific policies under their Contract of Carriage. Promotional fares may be non-refundable.
- Airline-Initiated Changes: In case of airline schedule changes, Dreamoura will coordinate rebooking or refund processing on your behalf.
- Refund Timing: Refunds (where applicable) will be credited to the original payment mode. Dreamoura is not responsible for delays caused by banks, payment gateways, or airlines.
A7. Additional Guidelines and Conditions
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Clause
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Description
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Code-Share Flights
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The operating carrier’s terms, check-in, and onboard services will apply, even if you booked through a different (marketing) carrier.
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Prohibited Practices
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Users must not engage in practices like hidden-city ticketing or point-beyond ticketing. If detected, you are solely responsible for resulting cancellations or fare differences levied by the airline.
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Baggage/Extras
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You must verify applicable baggage allowances and purchase additional baggage in advance. Dreamoura is not responsible for baggage loss or damage; this must be handled with the airline.
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International Travel
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You are responsible for carrying all required travel documents (visa, vaccination). Dreamoura is not liable for denied boarding or entry due to invalid documentation.
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Service Fees
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Dreamoura and/or the aggregator may charge a Service Fee (included in the final fare) for platform maintenance, payment processing, and customer support.
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Taxes/Surcharges
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Fares include mandatory taxes, but entry/exit fees or certain country-specific departure taxes (e.g., GCC passenger service fees) must be paid separately at the airport.
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Force Majeure
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Dreamoura is not liable for delays or cancellations caused by events beyond its control (weather, technical failures, government actions). Airline liability is governed by DGCA/GCC rules.
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A8. Limitation of Liability
Dreamoura's role is strictly limited to facilitating bookings. The airline and/or aggregator is solely responsible for all flight operations, schedules, and compliance with aviation laws. Dreamoura assumes no responsibility for service failures, denied boarding, or missed connections caused by airlines or passengers.
Names must match passports exactly. Airlines control schedules, baggage allowances, seat assignments, and operational decisions. Low?cost carriers may require airport check?in fees or separate payments for baggage. Reconfirmation and schedule checks are your responsibility.
This section governs all hotel, homestay, guest-house, serviced-apartment, and other lodging bookings made through Dreamoura.
It applies in addition to the General Terms & Conditions and other product-specific clauses under Annex A.
B2. Contractual Relationship
- When a User makes or requests an accommodation booking, the contract is directly between the User and the accommodation provider (“Service Provider”).
- Dreamoura acts solely as an intermediary platform that facilitates searches, comparisons, and reservations.
- Dreamoura lists only those accommodations that maintain a commercial partnership with the platform, either directly or through verified channel partners or inventory aggregators.
- Property details, room types, facilities, house rules, policies, and prices are provided by the Service Provider, and Dreamoura shall not be held liable for inaccuracies or omissions.
B3. What Dreamoura Will Do
- Provide a secure digital platform that enables Users to search, compare, and book accommodations worldwide.
- Transmit booking confirmations and related details to both the User and the Service Provider once the reservation is completed.
- Offer 24 × 7 customer support via email or chat for booking assistance, change requests, or issue resolution.
- Facilitate communication between Users and Service Providers when operationally feasible.
B4. What the User Must Do
- Enter complete and accurate information during booking, including names, contact details, and payment information.
- Read all property-specific rules, cancellation policies, and inclusions/exclusions before confirming a reservation.
- Maintain the accommodation and its assets in good condition and report any damage or issues to the property before check-out.
- Respect all local laws, property rules, and conduct standards during the stay.
- Secure personal belongings and ensure rooms are locked when unattended; Dreamoura bears no liability for lost or stolen items.
B5. Price and Payment
- All prices displayed are based on information provided by the Service Provider and include applicable taxes or service charges, unless otherwise stated.
- Some accommodations may charge local tourism or municipal taxes directly at check-in/check-out.
- Payments may be processed by Dreamoura (as a collection agent) or directly by the Service Provider, depending on the booking type.
- Dynamic pricing may apply; final charges will be confirmed before payment authorization.
B6. Amendments, Cancellations & Refunds
- Modifications and cancellations are subject to each property’s policy displayed during booking.
- Non-refundable bookings cannot be changed or canceled.
- Refunds, when applicable, will be processed through the original payment channel within the timeline specified by Dreamoura or the Service Provider.
- In the event of overbooking, operational issues, or property non-availability, Dreamoura may assist in re-accommodation or coordinate an appropriate refund, without any additional liability.
B7. Additional Information
B7.1 Price Assurance
Dreamoura strives to provide competitive rates. If a User finds the same property, room type, and stay conditions at a lower publicly available price, Dreamoura may, at its discretion, match or compensate the difference after verification, subject to applicable conditions.
B7.2 Partner Offers
Some listings may appear as “Partner Offers”, sourced via Dreamoura’s authorized distribution partners.
Such offers:
- Must be prepaid at booking;
- Cannot be modified (except for free-cancellation options, if available);
- Are not eligible for review submission;
- Will have invoices issued by the partner or property, not by Dreamoura directly.
B7.3 Damage Policy
- Certain Service Providers may apply a damage-policy clause.
- If any damage occurs, Users must notify the property immediately.
- Service Providers may submit a charge request through Dreamoura within 14 days of check-out.
- Dreamoura will notify the User before processing such a charge and provide an opportunity to respond.
- Damage-policy limits (if applicable) will be displayed during booking.
- Normal wear & tear, cleaning, or non-physical penalties (e.g., smoking fees) are excluded.
- Some properties may require a refundable damage deposit payable directly to the Service Provider, outside Dreamoura’s purview.
B8. Limitation of Liability
Dreamoura’s responsibility is limited to providing a secure booking interface and transmitting booking details.
The Service Provider remains solely liable for accommodation quality, service delivery, safety, and compliance with local regulations.
House Rules, deposits, check?in/out times, age restrictions, extra beds, breakfast, and pet
This summary outlines the specific terms for "Attractions" (tours, tickets, activities, etc.) booked through the Dreamoura platform. These terms apply in addition to the general terms (Section A).
C1. Scope of this Section
This section contains the specific terms that govern Attractions products and services booked via the Dreamoura platform.
C2. Contractual Relationship
- Direct Contract: Dreamoura does not (re)sell or provide Attractions on its own behalf. When you book an Attraction, you enter into a contract directly with (a) the Service Provider or (b) a Third-Party Aggregator, as disclosed during the booking process.
- Dreamoura's Role: We act solely as the Platform. We are not involved in the terms of the Service Provider/Third-Party Aggregator and are not responsible for your ticket.
- Liability: We have no liability to you in relation to your booking except as expressly described in the overall Terms.
C3. What Dreamoura Will Do
- Provide Platform: We provide the Platform where Service Providers and Third-Party Aggregators can promote and sell Attractions, and you can search, compare, and book them.
- Booking Details: Once booked, we will provide you and the Service Provider/Third-Party Aggregator with the booking details (and any extra information they need, which we will specify at the time of booking).
- Assistance: Depending on the terms of your booking, we may be able to help you change or cancel it. You can contact our Help Center (available 24 hours a day) if you need assistance.
C4. What You Need to Do
- Contact Details: You must fill in all your contact details correctly so that we and/or the Service Provider/Third-Party Aggregator can provide you with information and contact you if necessary.
- Compliance: You must read and agree to comply with our Terms and the terms of the Service Provider/Third-Party Aggregator (which will be displayed at checkout). You acknowledge that breaching these terms may lead to additional charges and/or the cancellation of your Booking.
C5. Price and Payment
- Payment Organization: When you book an Attraction, Dreamoura will organize your payment.
- Details: For detailed information on how payment works (including related rights and obligations), refer to the general “Payment” (A8) section of our Terms.
C6. Amendments, Cancellations, and Refunds
- Policies: All policies regarding amendments, cancellations, and refunds are covered in the general “Policies” (A9) section of our Terms, which you should be sure to check.
C7. What Else Do You Need to Know?
- How We Work: For information on reviews, ranking, how we make money, and more, check out the “How We Work” section, which is also part of our Terms.
- This section details the specific terms for Car Rental products and services.
- It applies alongside the general Section A (which applies to all Travel Experiences).
D2. Contractual Relationship
- When you book a rental, the booking is either (a) with us or (b) directly with the Service Provider.
- Dreamoura's Terms govern the use of the Platform up until you pick up the rental.
- The Rental Agreement governs the rental itself.
- When you sign the Rental Agreement at the counter, you enter a direct contract with the Service Provider (the rental company).
- You will review and accept the Rental Agreement's key terms while booking the car.
- "Service Provider" throughout Section D means the rental company providing the car.
- If there is any discrepancy between these Terms and the Rental Agreement, the Rental Agreement will apply.
- The Main Driver (the person entered during booking) is the only person who can change or cancel the booking or discuss it with us, unless they nominate someone else.
- In most cases, you'll get confirmation immediately, but if the Service Provider doesn't confirm the rental immediately, we won't take payment or send confirmation until they do.
D3. What Dreamoura Will Do
- We provide the Platform where Service Providers can promote and sell their Travel Experiences, allowing you to search, compare, and book them.
- We do not guarantee the precise make and model you are booking (unless expressly stated). The phrase “or similar” means you could get a car of the same size, transmission type, etc.; car pictures are illustrative only.
- Once you've booked your rental, we will:
- Give the Service Provider the booking details (e.g., Main Driver’s name and contact phone number).
- Confirm the pick-up information (e.g., Service Provider’s contact details and what you need to take with you).
D4. What the User Must Do (Your Responsibilities)
- You must provide all information needed to arrange your booking (contact details, pick-up time, etc.).
- You must read and agree to comply with these Terms and the Rental Agreement. Breaching them may lead to:
- Additional charges.
- Cancellation of your booking.
- Refusal of the keys by staff at the counter.
- You must check your rental's specific requirements, as details like driver’s license rules, security deposit size, and payment cards vary by rental.
- You must be at the rental counter by your pick-up Time.
- If you arrive after the pick-up Time (and any grace period), the car may no longer be available, and you may not be entitled to a refund.
- If you think you might be late, you must contact the Service Provider or us, even if it's due to a flight delay.
- You must ensure the Main Driver brings everything needed at pick-up, including:
- Driver’s license and required ID.
- A credit card in their own name, with enough funds for the security deposit.
- You must make sure the Main Driver is both eligible and fit to drive the car.
- You must show the counter staff each driver’s full, valid driver’s license, which must have been held for at least one year (often longer).
- If any driver has penalties/points on their license, you must let us know immediately, as the Service Provider may not allow them to drive.
- You must ensure that every driver has their own International Driving Permit (IDP), if required, as well as their driver’s license, and carry both at all times.
- You must ensure that every child has an appropriate child seat if required.
- If anything goes wrong during your rental (accident, breakdown, etc.), you must:
- Contact the Service Provider.
- Not authorize any repairs without the Service Provider’s consent (unless the Rental Agreement allows this).
- Keep all documentation (repair bills, police reports, etc.).
D5. Price and Payment
- If payment is taken at the time of booking, Dreamoura (or its designated entity) will be the merchant of record. Refer to “Payment” (A8) for details.
- Additional Costs and Fees (Paid at Pick-up):
- Young/Senior Driver Fee: Charged by the Service Provider for drivers under/over certain age limits (you pay at pick-up).
- One-Way Fee: Charged if you drop the car off at a different location (you pay at pick-up; must be entered during booking).
- Cross-Border Fee: Charged for taking the car to a different country/state/island (you must arrange this before pick-up).
- The price of your rental is calculated based on 24-hour units (e.g., a 25-hour rental costs the same as a 48-hour rental).
- If you want to keep the car longer after pick-up, you must contact the Service Provider, which will involve a new contract and payment with them.
- Dropping the car off late without advance agreement may incur an additional fee.
- Optional Extras:
- In some cases, you pay for extras (child seats, GPS) when you book, and they are guaranteed.
- In other cases, you request extras when booking, pay for them at pick-up, and the Service Provider does not guarantee their availability.
D6. Amendments, Cancellations, and Refunds
- We guarantee to honor our refund policy, even where local laws don't require specific cancellation rights.
- The following terms apply to all bookings except for bookings labeled “non-refundable” (no refund/amendment allowed) or specific pay-at-pick-up bookings.
- Cancellations:
- MORE THAN 48 hours before the rental start: You will receive a full refund.
- LESS THAN 48 hours before, or while at the rental counter: We will refund what you paid minus the cost of 3 days of your rental. (No refund if the booking was for three days or less).
- AFTER your rental is due to start (no-show): You will receive no refund.
- Refusal by Counter Staff:
- If the staff refuse you the car (e.g., due to late arrival, lack of credit card, missing documentation):
- You must call us straight away from the rental counter to cancel.
- We will refund what you paid minus the cost of three days of your rental.
- If you fail to call us, the cancellation fee will be the full cost of your rental.
- Amendments (Changes to your Booking):
- You can make changes to your booking anytime before the pick-up time, usually via our app or website.
- There is no administrative fee for changing your booking.
- However, changes may affect the rental price or sometimes require a cancellation and rebooking, which may incur a cancellation fee. We will notify you of any price change or fee in advance.
- Changes Made by Us/Service Provider:
- If we or the Service Provider need to change your booking (e.g., if the car is unavailable), we will notify you as soon as possible.
- If you do not accept the change, you are entitled to cancel and claim a full refund, but we will have no additional liability for any direct or indirect costs you may incur.
D7. What Else Do You Need to Know?
- Driver Age: Drivers must meet the minimum age and, in some cases, be below a maximum age (limits vary by provider, location, and car type).
- Eligible Drivers: Only eligible drivers whose names appear on the Rental Agreement may drive the car.
- Location Restrictions: You must not take the car to a different country/state/island and/or drop it off at a different location unless arranged in advance.
- Late Pick-up/Early Drop-off: The Service Provider will not refund you for the “unused” time if you pick your car up later or drop it off earlier than agreed.
- How We Work: For details on reviews, ranking, and how we make money, refer to the “How We Work” section of our Terms.
- This section details the specific terms for Private and Public Transportation products and services.
- It applies alongside the general Section A, which covers all Travel Experiences.
F2. Contractual Relationship
- Direct Booking: When you pre-book transportation, your contract is either directly with the Service Provider or via a Third-Party Aggregator who then allocates the booking to a Service Provider.
- Dreamoura's Role: Our Terms govern the booking process in all cases.
- Pre-Booked Private Transportation:
- Both the User and the Service Provider agree to comply with these Terms.
- By making a booking, you confirm acceptance of the Service Provider’s or Third-Party Aggregator’s terms (where provided). You are welcome to check all terms we have been provided.
- Public Transportation:
- The Service Provider’s terms will be provided during the booking process.
- If there is any discrepancy between the Service Provider’s terms and our Terms, the Service Provider's terms will apply.
F3. What Dreamoura Will Do
- We provide the Platform for Service Providers to promote and sell Travel Experiences, allowing you to search, compare, and book them.
- Once you've booked, we will transmit your details (name, phone number, pick-up location, etc.) to the Service Provider.
- All Private Transportation: We will provide you with the Service Provider's contact details.
- Pre-Booked Private Transportation: We will confirm the requested vehicle size with the Service Provider.
- Public Transportation: We will give you your ticket(s) or instruct you on how to collect them.
F4. What the User Must Do (Your Responsibilities)
- You must check the booking details carefully and provide all necessary information for arrangement (requirements, contact details, etc.).
- You must ensure all passengers comply with our Terms and the Service Provider’s terms. Breaching these terms may result in:
- Additional charges.
- Booking cancellation.
- Refusal of transport by your driver.
- Note that estimated journey times do not account for traffic conditions.
- All Private Transportation:
- All passengers must be at the pick-up location on time.
- At and around the pick-up Time, the phone number provided during booking must be switched on and able to receive calls/texts in case the driver needs to contact you. We cannot guarantee contact via messaging apps like WhatsApp or Viber.
- Pre-Booked Private Transportation (Airport Pick-up):
- You must provide us with your flight details at least 24 hours before your pick-up Time to allow the Service Provider to adjust for delays.
- If the Service Provider cannot provide transport due to a flight delay or cancellation, contact our Customer Service team.
- Public Transportation: All passengers must arrive on time, allowing sufficient time to collect tickets if necessary.
- Age Requirement: You must be 18 or older to make a booking; any passenger under 18 must be accompanied by a responsible adult.
- You must ensure no passenger behaves inappropriately (e.g., being abusive or endangering others).
- You must ensure the chosen Public/Private Transportation is suitable for your needs (party size, luggage, accessibility requirements, etc.).
F5. Price and Payment
- Dreamoura Transport Limited will arrange the payment for your Booking. Refer to “Payment” (A8) for details of our payment process.
- Pre-Booked Private Transportation:
- The price is taken at the time of booking.
- The price includes all tolls, congestion charges, taxes, and peak surcharges.
- The price for Shared Pre-Booked Private Transportation Services is charged per seat.
- Public Transportation:
- Payment is taken when your booking is confirmed.
- You must keep your ticket(s)/e-ticket(s) with you at all times, as the Service Provider may need to check it before departure; otherwise, you might have to pay again.
- The Service Provider/driver is not obligated to agree to any changes you request in person during the Journey, but if they do, they may charge extra.
F6. Amendments, Cancellations, and Refunds
Cancellation
- Standard Cancellation Policies (Most Cases):
- Pre-Booked Private Transportation: You can cancel for free up to 24 hours before your pick-up Time (or two hours in some cases, as specified in your confirmation). Failure to cancel on time means no refund entitlement.
- Public Transportation: You are not entitled to a refund once your booking is confirmed. Contact Customer Service to discuss possible options if your plans change.
- Service Provider/Aggregator Policy: If the Service Provider or Third-Party Aggregator has a different cancellation policy (which you review during booking), that policy will apply.
- Cancellation by Service Provider/Dreamoura: We or the Service Provider may cancel with little or no notice only in very specific situations, such as:
- The Service Provider becomes insolvent or genuinely cannot honor the booking. In this case, we will try our best to arrange alternative transport and refund you in full if we fail.
- You are in breach of these Terms or the Service Provider’s terms. In this case, you may not be entitled to a refund.
- Shared Transportation: If you cancel a booking for multiple tickets in Shared Pre-Booked Private Transportation, all tickets will be canceled.
Amendments (Changes) before your Journey begins
- Pre-Booked Private Transportation: Your confirmation email will specify the required notice (ahead of your pick-up Time) for requesting changes to location or time.
- Public Transportation: You cannot change your booking once it is confirmed.
- Changes by Service Provider/Dreamoura: If we or the Service Provider need to change your booking (e.g., due to a strike):
- If you decide to cancel, you will generally be entitled to a full refund (no matter how close the journey is).
- Exception (Private Transportation): If the change is minor (just a new driver, new Service Provider, or new similar vehicle), you will not be entitled to a refund (unless you cancel with sufficient notice under the standard policy).
- In any case, neither we nor the Service Provider will be liable for any additional direct or indirect costs you may incur (e.g., alternative transportation, hotel rooms).
- Shared Transportation: If you amend a booking with multiple tickets for Shared Pre-Booked Private Transportation, all tickets will be amended.
Refunds
- To apply for a refund, you must do so in writing no more than 14 days after your pick-up Time.
- Any refund processed may take up to five business days to arrive in your account.
- All Private Transportation: If your driver is not at the pick-up location on time, you can apply for a refund, and we will investigate.
- No Refund Entitlement (Private Transportation): You will not be entitled to a refund if your ride is unsuccessful because of:
- The driver/Service Provider being unable to contact you.
- One or more passengers not being at the pick-up location on time (and you haven't requested a new time).
- Your request for unreasonable changes to the pick-up Time or Journey.
- Your failure to inform us/the Service Provider/the driver about a change you want to make.
- You provided incorrect details when booking (pick-up location, contact details, number of people, luggage amount, etc.).
F7. What else do you need to know?
- Pre-Booked Private Transportation: Check your confirmation email to find out how long the driver will wait at the pick-up location.
- Repair or Cleaning Fees: You will be responsible for the cost of repairs or cleaning if the need arises because someone in your group has behaved unreasonably or breached these Terms.
- How We Work: For information on reviews, ranking, how we make money, and more, check out the “How We Work” section, which is part of our Terms.
You are solely responsible for visas, transit/OK?to?Board requirements, passport validity, vaccinations, and health documentation. Dreamoura is not liable for denial of boarding/entry due to documentation issues; refunds are per supplier policy.
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Company
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Dreamoura
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Registered Office
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B-307, Joyous Hubtown, Gita Mandir, Ahmedabad 380022, India
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Primary Contact
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bookings@dreamoura.com
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Support Hours
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24x7 email support; phone/chat hours vary by country
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Developer Notes
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API, webhook, and partner connectivity details to be shared upon onboarding
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