Policies — Oxygen Hotels

Overview

Oxygen Hotels LLP ("we", "us", or "our") is committed to protecting your privacy. This policy explains how we collect, use, store, and safeguard your personal data when you visit our website, make a booking, or stay at any of our properties.

By using our services, you agree to the practices described below. We encourage you to read this policy carefully and contact us with any questions.

Information We Collect

We collect the following categories of personal information:

• Identity & Contact Data: Full name, email address, phone number, postal address, date of birth, and nationality.
• Booking Data: Check-in/check-out dates, room preferences, number of guests, special requests, and booking reference numbers.
• Payment Data: Credit/debit card details, UPI IDs, and billing address. Payment processing is handled securely by Razorpay; we do not store full card numbers on our servers.
• Identity Verification: Government-issued photo ID or passport details as required by law for hotel check-in.
• Technical Data: IP address, browser type and version, device information, operating system, time zone, and browsing activity on our website.
• Communication Data: Records of correspondence with us via email, phone, or our website contact form.

How We Use Your Information

Your personal data is used for the following purposes:

• Fulfilling bookings: Processing reservations, sending booking confirmations, and managing your stay.
• Payment processing: Completing transactions and issuing refunds where applicable.
• Legal compliance: Meeting our obligations under Indian law, including guest registration requirements under the Foreigners Act and local police regulations.
• Communication: Responding to enquiries, sending pre-arrival information, and post-stay feedback requests.
• Service improvement: Analysing usage patterns to improve our website, facilities, and guest experience.
• Marketing (with consent): Sending promotional offers and newsletters. You can opt out at any time.

Consent & Legal Basis

We process your data on the following legal grounds:

• Contract performance: Data necessary to fulfil your booking and provide our services.
• Legal obligation: Data required by applicable Indian laws and regulations.
• Legitimate interest: Improving our services and ensuring security at our properties.
• Consent: Marketing communications and non-essential cookies, which you can withdraw at any time.

To withdraw consent, email us at info@oxygenhotels.in or use the unsubscribe link in our emails.

Data Sharing & Disclosure

We do not sell your personal information. We may share your data with:

• Payment processors: Razorpay, for secure transaction processing (PCI-DSS compliant).
• Government authorities: Where required by law, such as police verification for hotel guests.
• Service providers: Trusted third parties who assist in operating our website and services, bound by confidentiality agreements.
• Legal proceedings: If required to comply with a court order, legal process, or to protect our rights.

Cookies & Tracking

Our website uses the following types of cookies:

• Essential cookies: Required for website functionality and maintaining your session. Cannot be disabled.
• Analytics cookies: Help us understand how visitors interact with our website, allowing us to improve the experience.

We do not use cookies to personally identify you on other websites. You can manage cookie preferences through your browser settings.

Data Retention

We retain your personal data only for as long as necessary:

• Booking records: Retained for 7 years from the date of stay, as required for tax and legal compliance.
• Marketing data: Retained until you withdraw consent or unsubscribe.
• Technical logs: Automatically deleted after 90 days.
• Guest ID records: Retained as per local police and government regulations.

Data Security

We take the security of your data seriously and implement the following measures:

• SSL/TLS encryption for all data transmitted through our website.
• PCI-DSS compliant payment processing via Razorpay.
• Access controls limiting employee access to personal data on a need-to-know basis.
• Regular security reviews of our systems and processes.

While we strive to protect your data, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security.

Your Rights

Under applicable data protection laws, you have the right to:

• Access: Request a copy of the personal data we hold about you.
• Correction: Ask us to correct inaccurate or incomplete data.
• Deletion: Request deletion of your personal data, subject to legal retention requirements.
• Objection: Object to processing of your data for marketing purposes.
• Portability: Request your data in a structured, machine-readable format.

To exercise any of these rights, contact us at info@oxygenhotels.in. We will respond within 30 days.

Children's Privacy

Our website is not directed at children under 18. We do not knowingly collect personal information from minors without parental consent. If you believe a child has provided us with personal data, please contact us immediately.

Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on this page with a revised "Last updated" date. We encourage you to review this page periodically.

Questions & Contact

For any privacy-related questions, concerns, or requests, contact our Privacy Officer:

• Email: info@oxygenhotels.in
• Phone: +91-6398851268
• Address: Oxygen Hotels, 25, Ankitpuram, G.M.S. Road, Dehradun, Uttarakhand – 248001

Overview

This policy outlines the accepted payment methods, billing procedures, and refund process for all bookings made with Oxygen Hotels LLP. Please read this alongside our Cancellation Policy to understand applicable charges.

Accepted Payment Methods

We accept the following payment methods through our secure payment gateway, Razorpay:

• Credit Cards: Visa, Mastercard, American Express, RuPay
• Debit Cards: All major Indian and international bank debit cards
• Net Banking: Supported for all major Indian banks
• UPI: Google Pay, PhonePe, Paytm, BHIM, and other UPI-enabled apps
• Wallets: Select digital wallets as available on the checkout page

For walk-in bookings, guests must present a valid photo ID along with a credit/debit card or make an immediate digital payment.

Payment Terms

• Full payment is required at the time of booking unless a different arrangement is confirmed in writing.
• All prices on our website are quoted in Indian Rupees (INR) and include applicable GST unless stated otherwise.
• For international cards, your bank may apply currency conversion charges — these are outside our control.
• A payment confirmation email with your booking reference number will be sent upon successful transaction.

Payment Security

• All transactions are processed through Razorpay, a PCI-DSS Level 1 compliant payment gateway.
• We do not store your full card number, CVV, or PIN on our servers.
• Our website uses 256-bit SSL encryption to protect all data transmitted during the payment process.
• If you suspect any unauthorised transaction, contact us immediately at info@oxygenhotels.in.

Additional Charges During Stay

The following charges are not included in your room rate and will be billed separately at checkout:

• Room service, minibar, and restaurant charges
• Laundry and dry-cleaning services
• Early check-in or late check-out fees (where applicable)
• Damage to hotel property
• Extra bed or additional guest charges

Refund Eligibility

Refunds are issued in accordance with our Cancellation Policy. The refund amount depends on when you cancel relative to your check-in date:

Refund Process

• Refunds are processed only to the original payment method used during booking. No cash refunds are available.
• Once a cancellation is approved, the refund is initiated within 3–5 working days.
• The refund will reflect in your account within 7–10 working days from initiation, depending on your bank.
• For UPI and wallet payments, refunds are typically faster (3–5 working days).
• You will receive an email confirmation once the refund has been processed.

Failed & Duplicate Transactions

• If a payment fails but the amount is deducted, it is typically auto-reversed by your bank within 5–7 working days.
• If you are charged twice for the same booking, contact us with your transaction details and we will initiate a refund for the duplicate charge within 48 hours.
• In case of payment gateway errors, do not attempt to rebook immediately — check your bank statement first or contact us for verification.

Disputes & Chargebacks

If you believe a charge is incorrect, please contact us before initiating a chargeback with your bank. We are committed to resolving billing disputes quickly and fairly:

• Email: info@oxygenhotels.in
• Phone: +91-6398851268

Unresolved chargebacks initiated without contacting us first may result in the guest being unable to make future bookings.

Contact Us

For payment or refund queries, reach out to our billing team:

• Email: info@oxygenhotels.in
• Phone: +91-6398851268 (Mon–Sat, 9 AM–7 PM IST)
• Address: Oxygen Hotels, 25, Ankitpuram, G.M.S. Road, Dehradun, Uttarakhand – 248001

Overview

We understand plans can change. This policy outlines the cancellation timelines, applicable charges, and procedures for standard and group bookings at Oxygen Hotels. All cancellation requests must be made in writing via email or through your booking dashboard.

Standard Cancellation Timeline

Cancellation charges are based on how far in advance you cancel before the scheduled check-in time (12:00 noon local time on the date of stay):

How to Cancel

You can cancel your booking through any of the following methods:

• Online: Log into your account and cancel from your booking history.
• Email: Send your booking reference number and cancellation request to info@oxygenhotels.in
• Phone: Call us at +91-6398851268 during working hours (Mon–Sat, 9 AM–7 PM IST).

You will receive a cancellation confirmation email within 24 hours of your request being processed.

Booking Modifications

Please note the following rules for changes to existing bookings:

• Date changes: Treated as a cancellation and new booking. The cancellation timeline above applies to the original booking, and the new booking will be at the prevailing rate — we cannot guarantee the same rate as your original booking.
• Room downgrades: Treated as a cancellation and new booking. Cancellation charges apply.
• Guest name changes: May be accommodated free of charge up to 48 hours before check-in, subject to availability and ID verification.

Room Upgrades

Room upgrades are available on request, subject to availability. Upgrades are not treated as cancellations. The additional charge will be the difference between your original booking rate and the upgrade room rate at the time of modification.

Group Booking Cancellation

Bookings of 10 or more rooms or 15+ nights are classified as Group Bookings and follow a separate cancellation schedule:

• 60+ days before arrival: Full refund minus a 10% administrative fee.
• 30–59 days before arrival: 50% of the total booking amount forfeited.
• Less than 30 days before arrival: No refund. The full booking amount is forfeited.
• Partial cancellation: Reducing the number of rooms or nights within 30 days of arrival will also result in no refund for the cancelled portion.

No-Show Policy

If you do not arrive at the hotel on your scheduled check-in date and have not contacted us in advance:

• The full booking amount will be forfeited with no refund.
• The room will be released for other guests after 12:00 midnight on the check-in date.
• If you anticipate a late arrival, please inform us at least 4 hours before midnight to hold your reservation.

Force Majeure & Exceptional Circumstances

In the event of extraordinary circumstances beyond your control (natural disasters, government-imposed travel restrictions, medical emergencies with documentation), we will review cancellation requests on a case-by-case basis and may offer:

• A full credit voucher valid for 12 months.
• A complimentary date change, subject to availability.
• A partial or full refund at our discretion.

Refund Processing

Where a refund is applicable, it will be processed within 7–10 working days to the original payment method. Refunds will be credited to the same credit/debit card or bank account used for the booking. No cash refunds are available.

Questions & Disputes

If you have questions about this policy or wish to dispute a cancellation charge, please contact us:

• Email: info@oxygenhotels.in
• Phone: +91-6398851268