Host Onboarding Terms & Conditions

Registration Process

To register as a Host and offer Accommodation Services through the Platform, you must complete the registration process prescribed by Zovay:

• Account Creation: Visit the Zovay platform and create a Host account by providing your full legal name (or business name), email address, mobile number, and a secure password.
• Profile Setup: Complete your Host profile, including a clear profile photograph, bio, languages spoken, and response rate preferences.
• KYC Verification: Submit mandatory identity and address verification documents as outlined in Section 2.3 below.
• Property Listing: Create your first Listing by providing all required information per Section 4.
• Link Bank Account: Link a valid Indian bank account (or applicable payment account) for receipt of Payouts.
• Agreement Acceptance: Read and accept these Host Terms, the Zovay Privacy Policy, the Community Guidelines, and any applicable supplementary policies.
• Review & Approval: Your registration and initial Listing will be reviewed by Zovay. Zovay reserves the right, in its sole discretion, to approve, reject, or conditionally approve any registration application or Listing, without any obligation to provide reasons for its decision. You hereby agree that completion of the registration process does not guarantee approval as a Host or publication of any Listing on the Platform.

Know Your Customer (KYC)

To list an Accommodation on the Platform, the Host must complete the mandatory Know Your Customer (KYC) and property verification process. The following documents are required:

For Individual Hosts:

• Aadhaar Card, PAN Card, Passport, or Voter ID.
• Utility bill, bank statement, or Aadhaar Card (not older than 3 months).
• PAN Card (mandatory for tax purposes).
• Cancelled cheque or bank passbook for payout account verification.

For Business/Corporate Hosts

• Certificate of Incorporation or Registration Certificate.
• GST Registration Certificate (if applicable).
• PAN Card of the entity.
• Memorandum of Association (MoA) and Articles of Association (AoA) for companies.
• Authorisation letter for the signatory/representative.
• Identity proof of the authorised signatory.
• Bank account details and cancelled cheque.

Managing Listing

Your Listing must include complete and accurate information about your Host Service, your price (including any additional charges), and any rules or requirements that apply to your Guests or Listing. You are responsible for obtaining appropriate insurance for your Host Services and we suggest you carefully review policy terms and conditions like coverage details and exclusions. You must only maintain one Listing per Accommodation, but may have multiple Listings for a single property if it has multiple places to stay. You are required to provide:

• Accurate Property address and precise location (latitude/longitude for map display).
• Correct Property type (entire home, private room, shared room, unique space, etc.).
• Accurate number of bedrooms, bathrooms, beds, and maximum guest capacity.
• Honest, detailed description of the Property, amenities, and surroundings.
• Up-to-date availability calendar reflecting accurate open and blocked dates.
• Complete pricing including base nightly rate, weekend rates (if different), applicable taxes, cleaning fees, and any additional charges.
• Clear and enforceable House Rules covering pet policy, smoking policy, noise restrictions, check-in/check-out times, and visitor policies.
• Accurate cancellation policy selection from Zovay's approved policy tiers.

Pictures and Description

Hosts are obligated to maintain absolute accuracy in their listings. The Accommodation provided to the Guest must strictly conform to the pictures/videos and description (“Host Content”) posted on the Platform. High-quality photography is essential to Listing success and Platform integrity. Hosts must adhere to the following standards:

• A minimum of 10 photographs must be uploaded per Listing at the time of going live.
• All rooms available for Guest use must be photographed and included.
• Photos must be well-lit, in focus, and taken from flattering but accurate angles.
• Images must not include persons in a manner that compromises their privacy.
• Watermarks, logos, or contact information embedded in photos are not permitted.
• Stock photographs or images of Properties other than the listed Property are strictly prohibited and constitute grounds for immediate Listing removal.

Any material misrepresentation regarding the size, location, amenities, or safety features of the Accommodation shall constitute a material breach of this Agreement, which may subject the Host to immediate delisting, refund obligations, and liability claims.

Amenity Disclosure

Hosts must accurately disclose all amenities available at the Property. Key amenities requiring accurate disclosure include:

• Wi-Fi availability and approximate speed.
• Air conditioning and/or heating systems.
• Cooking facilities (full kitchen, kitchenette, or none).
• Washing machine and/or dryer.
• Parking availability (free, paid, on-street, garage).
• Elevator access.
• Swimming pool, gym, and other shared facilities.
• Power backup (inverter, generator, UPS) —important for properties in areas with frequent power cuts.
• CCTV cameras on premises (exterior/common areas only). Hosts are strictly prohibited from installing or maintaining any surveillance cameras, recording devices, or decibel monitors inside the private areas of the Property (e.g., bedrooms, bathrooms, living rooms). Violation of this clause will result in a permanent ban from Zovay and potential legal action.

Safety and Habitability

All Properties listed on Zovay must meet the following minimum safety and habitability standards:

• Functioning locks on all entry doors, windows, and bedroom doors.
• At least one fire extinguisher on premises (mandatory for properties with 3+ bedrooms).
• Smoke detector(s) installed and operational.
• Carbon monoxide detector where gas appliances are present.
• First aid kit readily available and accessible to Guests.
• Emergency exit routes clearly marked for multi-storey properties.
• Safe and stable furniture; no hazardous conditions or structural deficiencies.
• Functional plumbing and regular pest control.
• Clean and potable drinking water supply.
• Compliance with electrical safety standards; no exposed wiring or faulty installations.

Prohibited Listings

The following property types and arrangements shall not be listed on Zovay:

• Properties used for any illegal purpose or activity.
• Unlicensed commercial establishments (hotels, lodges, paying guest accommodations) that are required by law to be registered but have not completed such registration.
• Properties in active legal dispute or subject to attachment or court orders.
• Temporary structures, tents, or makeshift accommodations not meeting applicable safety standards.
• Properties with active pest infestations or uninhabitable conditions.
• Properties that discriminate against Guests on the basis of religion, caste, race, sex, gender, sexual orientation, disability, or nationality.

General Obligations

As a Host on the Zovay platform, you agree to the following obligations:

• Maintain the accuracy and currency of all Listing information at all times.
• Respond to Guest inquiries within 24 hours. You hereby acknowledge that persistent non-responsiveness may negatively affect your search ranking and may result in account review.
• Accept or decline Booking requests within the response window specified in your Listing settings.
• Honour all confirmed Bookings. Cancellation of a confirmed Booking by a Host, except in cases of genuine emergency or force majeure, is a serious policy violation.
• Ensure the Property is clean, well-maintained, and in the condition described in the Listing at the time of each Guest's check-in.
• Provide Guests with all necessary check-in information (access codes, key location, building entry instructions) no less than 24 hours before check-in.
• Be available (directly or through a co-host/property manager) to address Guest queries and emergencies during their stay.

Non-Discrimination Policy

Zovay is committed to a platform free from discrimination. As a Host, you agree that:

• You will not refuse to rent to, discriminate against, or treat any Guest differently on the basis of race, caste, religion, colour, national origin, sex, gender identity, sexual orientation, marital status, disability, or age.
• House Rules must be applied uniformly to all Guests; selectively applying rules to specific demographics constitutes discrimination.
• You will not use language or images in your Listing that express preferences, limitations, or discrimination based on any protected characteristic.
• Verified violations of this Non-Discrimination Policy will result in immediate Listing suspension and may lead to permanent account termination.

Co-host and Property Managers

Hosts may designate co-hosts or third-party property managers to assist with managing Listings and Guests. However:

• The primary Host remains solely responsible for all aspects of the Listing and is fully accountable for co-host or property manager actions.
• Co-hosts must separately agree to Zovay's Co-Host Terms before being granted access to the Host Dashboard.
• Third-party property management companies operating multiple Listings must disclose their status and may be subject to additional verification requirements.

Check-In and Check-Out Procedures

• Hosts shall ensure that standard Check-In and Check-Out procedures are clearly stated in the Listing.
• Hosts must make reasonable efforts to accommodate early check-in or late check-out requests where operationally feasible.
• Self-check-in options (smart locks, lockboxes, key codes) must be clearly explained to Guests in advance.
• Hosts must conduct or arrange a property inspection within a reasonable time after Guest check-out to identify any damages.

Host Service Fees

Zovay charges a Host Service Fee as a percentage of the Booking subtotal (base price multiplied by number of nights, plus any additional fees charged by the Host such as cleaning fees). The applicable Host Service Fee tier is as follows:

*Exact fee percentages are published on the Zovay Host Resource Centre and may vary by property category, location, and booking type. Zovay reserves the right to modify fee structures with 30 days' prior notice to Hosts.

Payout Schedule

• Payouts will be initiated within 24 hours after the Guest's scheduled check-in time, subject to verification by Zovay.
• Standard payout processing time is 3–7 business days depending on the Host's bank and the payment method selected.
• Available payout methods include: NEFT/RTGS/IMPS to Indian bank accounts, UPI (for eligible amounts), and other methods as may be made available by Zovay from time to time.
• Payouts are made in Indian Rupees (INR). For international properties, conversion rates and timelines may differ. To know more please contact our support team @ [insert support e-mail]
• Hosts must maintain updated and accurate banking information. Zovay shall not responsible for failed Payouts due to incorrect bank details provided by the Host.

Pricing Restrictions

• Hosts have the autonomy to set their nightly rates, weekend prices, seasonal pricing, and length-of-stay discounts.
• the Host shall maintain pricing parity, ensuring that the Property is not offered at a substantially lower rate on competing short-term rental platforms for the exact same dates and conditions.
• Hosts may use Zovay's Smart Pricing tool (where available), which automatically adjusts prices based on local demand signals and market data.
• Hosts shall not charge Guests outside the Zovay platform for any booking-related services. All transactions must be processed through Zovay.
• Zovay reserves the right to impose maximum price caps in extraordinary circumstances (e.g., natural disasters, declared emergencies) as directed by applicable law or government order.

Security Deposits

• Hosts may optionally enable a refundable Security Deposit for their Listings, up to a maximum amount specified in Zovay's Fee Schedule.
• Security Deposits are held by Zovay and are released to Guests automatically 14 days post-checkout unless a valid damage claim has been initiated by the Host within 72 hours of Guest checkout.
• Security Deposit claims must be documented with photographic evidence, repair estimates, or receipts and submitted through the Host Resolution Centre.

Booking Modes

Hosts shall configure one of the following booking modes for each Listing:

• Guests can book Instantly without prior Host approval. This method is recommended for Hosts who wants to maximise occupancy. These Instant Book Listings receive preferential placement in Zovay search results; or
• Guests can submit a booking request, and the Host must approve or decline within 24 hours. Failure to respond within this window will result in automatic expiry of the request.

Reservation Confirmation & Obligations

Once a Booking is confirmed (either through Instant Book or Host approval), it constitutes a binding agreement between the Host and Guest, facilitated by Zovay.

• Hosts must not accept payment from Guests outside the Zovay platform for any confirmed Booking.
• Hosts must not redirect Guests to other platforms or attempt to circumvent Zovay's booking and payment systems.
• Hosts are responsible for keeping their availability calendar updated at all times to prevent double-bookings.

Minimum & Maximum Stay Requirements

• Hosts may set minimum night requirements (e.g., 2-night minimum, 7-night minimum for specific periods).
• A maximum stay limit may also be configured.
• Minimum stay restrictions must be commercially reasonable; excessively high minimums that function as a mechanism to avoid shorter reservations while accepting offline bookings constitute a policy violation.

Booking Modification

Hosts and Guests are responsible for any booking modifications they agree to make via the Zovay Platform or Zovay customer support via Zovay’s application to make on their behalf, and hereby agree to pay any additional amounts, fees or taxes associated with such booking modification.

Cancellation and Refund Policy

If a Guest cancels a Reservation, the amount paid to you is determined by our cancellation policy that applies to that Reservation. As a host, you should not cancel on a Guest without a valid reason as per our Host Cancellation Policy or the applicable law. If you cancel on a Guest without such a valid reason, we may impose a cancellation fee and other consequences as prescribed under our Host Cancellation policy. If we reasonably expect to provide a refund to a Guest under one of these policies, we may delay release of any payout for that Reservation until a refund decision is made.

Communication Standards

• All communication with Guests regarding Bookings must be conducted through Zovay's in-platform messaging system prior to and during the Booking.
• Hosts must respond to pre-booking inquiries within 24 hours. Failure to maintain an acceptable response rate, as determined by Zovay, may result in reduced search visibility.
• Sharing personal contact information (phone numbers, email addresses, social media handles) with Guests before a Booking is confirmed is prohibited.
• Communication must remain professional, respectful, and within Zovay's Community Guidelines at all times.

Reviews & Ratings

• After each completed stay, both Guests and Hosts are invited to leave reviews of each other. Reviews are published after both parties have submitted their review, or after the 14-day review window closes.
• Hosts must not manipulate, coerce, or incentivise Guests to provide favourable reviews or withhold negative reviews.
• Hosts may publicly respond to Guest reviews. Responses must be factual, professional, and respectful.
• Reviews that violate Zovay's Content Policy (containing personal attacks, discriminatory language, false statements, or third-party personal information) may be removed at Zovay's discretion.
• Hosts may flag reviews they believe violate Zovay's policies through the Host Resolution Centre; Zovay will evaluate such flags and take appropriate action.

Prohibited Guest Practices

Hosts are responsible for ensuring that Guests are aware of and comply with House Rules. However, Hosts must not engage in the following practices toward Guests:

• Recording or monitoring Guests inside the Property using audio or visual devices.
• Entering the Property without consent while a Guest is in residence (except in genuine emergencies).
• Threatening, harassing, or intimidating Guests.
• Sharing Guest personal data with third parties without their consent.

Host Safety Obligations

Hosts shall:

• Maintain all safety equipment (fire extinguishers, smoke detectors, first aid kits) in good working condition and check them regularly.
• Provide Guests with clearly visible emergency contact numbers, including local police (100), fire (101), ambulance (108), and the Host's emergency contact.
• Ensure the Property does not contain any hidden hazards, including but not limited to exposed electrical wires, structural weaknesses, unstable furniture, or unlabelled chemical products.
• If the Property has a pool, jacuzzi, or water body, ensure appropriate safety measures such as fencing, life-saving equipment, and depth markings are in place.

Guest Verification & Police Intimation

In accordance with applicable laws and state-specific regulations concerning tourist accommodation:

• Hosts are required to collect government-issued photo identity documents (Aadhaar, PAN, Passport, Voter ID, or Driving Licence) from all adult Guests at the time of check-in.
• Hosts must comply with local police intimation requirements. In many Indian states, accommodation providers are required to submit Guest particulars (Form C) to local police stations or through designated online portals within specified timeframes.
• Foreign national Guests must present a valid passport and visa. Hosts accommodating foreign nationals must comply with the Foreigners Act, 1946, the Registration of Foreigners Rules, 1992, and all applicable state-specific regulations.
• Zovay may provide tools within the Host Dashboard to assist with Guest verification, but the ultimate responsibility for compliance shall rest with the Host.

Prohibited Activities on Property

Hosts must include prohibitions against the following activities in their House Rules and must take prompt action if Guests violate these prohibitions:

• Organising or hosting parties, events, or gatherings beyond the stated Guest capacity and mandated timings, without prior written approval from the Host.
• Illegal drug use or possession on the premises.
• Commercial sexual services or solicitation.
• Any activity that constitutes a nuisance, disturbance to neighbours, or violation of the applicable law.

Insurance Obligation

Zovay offers a Host Protection Programme ("HPP") to eligible Hosts, the details of which are published separately on the Zovay Host Resource Centre. To Know more please visit [insert URL].

You agree to obtain and maintain at your own expense, all insurance policies required under the applicable law and such additional insurance as may be necessary for Accommodation and hosting activities. Such insurance shall include:

• your liability and the liability of any of your employees or agents working with you or on your behalf for third party bodily injury and property damage arising from a Guest’s stay at your Accommodation during a Reservation;
• property insurance covering loss of or damage to the Accommodation including without limitation its contents, fixtures, fittings, furniture, equipment, and other property used in connection with the Accommodation;
• Fire and special perils insurance covering loss or damage caused by fire, explosion, lightning, natural disasters, and other customary risks;
• any other insurance coverage reasonably required by Zovay or mandated under applicable law.

All such insurance policies shall be maintained with reputable insurers, in amounts adequate for the nature and value of the Accommodation and the risks associated with its use.

You agree to cooperate with Zovay and our third-party insurance partners to verify all insurance you are required to maintain, including promptly providing proof of such insurance upon request. If any insurance you are required to maintain under this Section lapses or is cancelled, you agree to notify Zovay of this immediately.

Limitation of Liability

To the maximum extent permitted by applicable law, Zovay's total liability to any Host arising out of or in connection with these Terms or the use of the Platform shall not exceed the total Host Fees paid to Zovay by that Host in the 12 months preceding the event giving rise to the claim. Zovay shall not be liable for indirect, incidental, consequential, special, or punitive damages, including loss of profits, loss of data, or loss of goodwill. Further, Zovay does not guarantee any minimum level of bookings, occupancy, or earnings to any Host.

Hosts Tax Obligations

Hosts are solely responsible for understanding and complying with all applicable tax laws in connection with their rental income. This includes:

• Rental income earned by Hosts is taxable under the Income Tax Act, 1961 under the head "Income from House Property" or "Profits and Gains of Business or Profession" depending on the nature and scale of operations. Hosts are advised to consult a qualified Chartered Accountant.
• If a Host's aggregate annual rental turnover exceeds the GST registration threshold (as prescribed under the CGST Act, 2017), the Host is required to obtain GST registration and charge applicable GST on their rental services. Zovay may facilitate GST invoicing tools but does not assume responsibility for a Host's GST compliance.
• Zovay may be required by law to deduct Tax Deducted at Source (TDS) on Payouts above prescribed thresholds. TDS certificates (Form 16A) will be provided to eligible Hosts as required by law.
• Depending on the state and property type, Hosts may also be subject to state tourism taxes, luxury taxes, or local body levies. Hosts are responsible for understanding and complying with these.

Regulatory Licenses and Permits

Depending on the type of accommodation, location, and scale of operations, Hosts may be required to obtain the following (non-exhaustive list):

• Registration under the applicable State Tourism Policy or Paying Guest Accommodation Scheme.
• Trade licence from local municipal authority (Nagar Panchayat, Municipal Corporation, etc.).
• Fire NOC from the state fire department (if applicable, based on property’s size or capacity).
• Health/sanitation licence where food is served to Guests.
• FSSAI registration or licence if meals or food items are provided to Guests.
• Shops and Establishments registration where applicable.

Host Content

• Hosts retain ownership of all original content they upload to the Platform, including photographs, descriptions, and other Listing materials.
• By uploading Host Content, you grant Zovay a non-exclusive, royalty-free, worldwide, sublicensable licence to use, reproduce, modify, adapt, publish, translate, distribute, and display such Host Content in connection with operating and promoting the Zovay platform and its services.
• You represent and warrant that you own or have the necessary rights to all Host Content you upload, and that such content does not infringe the intellectual property rights of any third party.

Zovay’s Intellectual Property

• All trademarks, service marks, logos, platform design, technology, algorithms, software, and branded content associated with Zovay are the exclusive property of Zovay.
• Hosts shall not reproduce, distribute, modify, create derivative works of, or commercially exploit any such intellectual property without prior written consent of Zovay.
• Nothing in these Terms transfers any ownership of Zovay's intellectual property to the Host.

Prohibited Host Activities

The following activities are strictly prohibited on the Zovay platform and constitute grounds for immediate enforcement action:

• Providing false or misleading information in the registration process or in Listings.
• Attempting to conduct transactions outside the Zovay platform ("off-platform bookings") with Guests introduced through Zovay.
• Creating multiple Host accounts to circumvent platform restrictions.
• Using automated tools, bots, or scripts to manipulate search rankings or review systems.
• Engaging in or facilitating any form of money laundering, fraud, or financial crime through the Platform.
• Listing Properties in connection with human trafficking, commercial sexual exploitation, or any criminal enterprise.
• Threatening, harassing, or retaliating against Guests, Zovay employees, or other users.
• Misusing the Platform's communication systems to send spam, unsolicited commercial messages, or phishing content.
• Violating any applicable local, state, or national law in connection with the operation of a short-term rental.

Enforcement

Zovay reserves the right to take the following enforcement actions in response to policy violations, with the severity of action proportionate to the nature and frequency of the violation:

• Written notice of the violation with remediation guidance.
• Temporary removal of one or more Listings from search results.
• Limitations on the Host's ability to accept new Bookings.
• Temporary hold on Payout pending investigation.
• Temporary deactivation of the Host's entire account.
• Permanent removal from the Zovay platform.
• Referral of the matter to law enforcement agencies or initiation of legal proceedings.

Voluntary Account Closure

• Hosts may close their accounts at any time by submitting a request through the Host Dashboard or by contacting Zovay's Host Support team @ [insert support e-mail].
• Account closure will not affect obligations arising from existing confirmed Bookings; all such Bookings shall be honoured or properly cancelled as per Zovay’s Host Cancellation policy before closure.
• Pending Payouts shall be processed per the standard schedule following account closure.

Suspension or Termination by Zovay

Zovay may suspend or terminate a Host account under the following circumstances:

• Serious or repeated violation of these Terms or Zovay's Community Guidelines.
• Failure to complete KYC verification within required timeframes.
• Receipt of credible reports of illegal activity associated with the Host or Property.
• A significant pattern of negative Guest reviews indicating persistent quality or safety failures.
• Failure to maintain Listing accuracy leading to repeated Guest complaints.
• Court order, regulatory direction, or law enforcement request.

Appeal

• Hosts who believe a suspension or termination was applied in error may submit a formal appeal to Zovay's Trust & Safety team within 30 days of the enforcement action.
• Appeals must be submitted through the designated appeals channel on the Host Dashboard and must include a clear explanation of the grounds for appeal and any supporting evidence.
• Zovay will acknowledge the appeal within 7 business days and provide a decision within 30 business days.
• Zovay's decision on appeals is final, subject to any rights available under applicable law.

Host-Guest Disputes

In the event of a dispute between a Host and a Guest (including disputes regarding damage, refunds, and House Rule violations), both parties are encouraged to first attempt resolution through good-faith communication via Zovay's in-platform messaging system. If direct resolution fails, either party may escalate the dispute to Zovay's Resolution Centre within 60 days of the incident. Zovay's Resolution Centre team will review the submitted evidence and issue a non-binding mediation recommendation. Both parties may choose to accept or reject the recommendation.

Host-Zovay Disputes

Any dispute, controversy, or claim arising out of or relating to these Terms, including their breach, termination, or validity, between the Host and Zovay shall be first resolved through good-faith negotiation within 30 days. If negotiations fail, the dispute shall be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996 (as amended). The arbitration shall be conducted by a sole arbitrator appointed by mutual agreement, or in the absence of agreement, by the competent court. The seat of arbitration shall be Delhi, India. The language of arbitration shall be English.

Nothing in this clause shall prevent either party from seeking urgent interim relief from a court of competent jurisdiction to prevent irreparable harm.

Entire Agreement

These Host Terms, together with the Zovay Privacy Policy, Community Guidelines, and any supplementary policies incorporated herein by reference, constitute the entire agreement between you and Zovay with respect to the subject matter hereof and supersede all prior agreements, representations, and understandings.

Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable under applicable law, such provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible, and the remaining provisions shall continue in full force and effect.

Waiver

No failure or delay by Zovay in exercising any right under these Terms shall constitute a waiver of that right. A waiver of any specific breach shall not be construed as a waiver of any subsequent breach of the same or any other provision.

Assignment

Hosts shall not assign, transfer, or delegate any rights or obligations under these Terms without prior written consent from Zovay. Zovay may assign its rights and obligations under these Terms to any successor entity, affiliate, or acquirer in the event of a merger, acquisition, or sale of substantially all of its assets.

Force Majeure

Neither party shall be liable for any delay or failure in performance resulting from causes beyond their reasonable control, including but not limited to acts of God, natural disasters, floods, earthquakes, pandemics, government orders, war, terrorism, civil unrest, or internet infrastructure failures.

Independent Contractor

The relationship between Hosts and Zovay is that of independent contractors. Nothing in these Terms shall be construed to create an employment, partnership, joint venture, or agency relationship between the Host and Zovay.

Support

For any support, Listing-related queries, or payout assistance, Hosts may contact [insert support e-mail/details]

Grievance Redressal

In accordance with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws, Zovay has designated a Grievance Redressal Officer (GRO). Grievances will be acknowledged within 48 hours and shall be resolved within 30 days of receipt.