Retreatstay – Terms of Use

Effective Date: 15 September 2026
Last Updated: 15 September 2026

These Terms of Use (“Terms”) govern access to and use of the RetreatStay website, applications, booking services, guest portals, owner/host portals, and other services operated under the RetreatStay brand (collectively, the “Platform”).

By accessing the Platform, creating an account, submitting a booking, making a payment, listing or managing a property, or otherwise using RetreatStay services, you acknowledge that you have read, understood, and agreed to these Terms.

If you do not agree with these Terms, you should not use the Platform.

1. About RetreatStay

RetreatStay provides hospitality-related services that may include property discovery, accommodation booking, reservation management, payment facilitation, guest communications, property management, owner/host services, and related hospitality services.

Depending on the property and arrangement, RetreatStay may act as a booking facilitator, property manager, representative of a property owner or host, or provider of related hospitality services.

The exact facilities, services, amenities, rules, pricing, and terms applicable to an accommodation may vary by property.

2. Eligibility

You must be legally capable of entering into a binding agreement to make a booking or create an account through RetreatStay.

Where a booking is made on behalf of other guests, the person making the booking confirms that they are authorized to act on behalf of those guests and accepts responsibility for communicating applicable booking terms, property rules, and policies to them.

The primary booking guest may be required to provide valid identification at check-in.

3. User Accounts

Certain Platform features may require registration.

You are responsible for:

providing accurate and current information;
maintaining the confidentiality of your login credentials;
restricting unauthorized access to your account;
promptly informing RetreatStay of suspected unauthorized access; and
activities performed through your account where attributable to your credentials or authorized users.

RetreatStay may suspend or restrict accounts where there is reasonable evidence of fraud, misuse, security risk, violation of these Terms, or unlawful activity.

4. Property Information

RetreatStay aims to provide accurate information regarding properties, including descriptions, photographs, locations, amenities, occupancy limits, prices, and availability.

Certain information may be provided by property owners, hosts, managers, or other service providers.

Minor differences may exist between photographs or descriptions and the property’s actual appearance due to maintenance, furnishing changes, seasonal conditions, renovations, photography, or other reasonable changes.

RetreatStay will take reasonable steps to correct materially inaccurate information brought to its attention.

5. Bookings and Reservations

A booking is subject to:

property availability;
applicable rates and taxes;
occupancy restrictions;
payment requirements;
verification requirements where applicable;
property-specific rules; and
confirmation by RetreatStay or the applicable property.

Submission of a booking request does not necessarily constitute confirmation.

A reservation will be considered confirmed when RetreatStay issues a booking confirmation or otherwise communicates that the reservation has been confirmed.

The guest is responsible for reviewing the booking confirmation and promptly reporting incorrect dates, property details, guest counts, or other material errors.

6. Booking Prices

The price displayed or quoted at the time of booking may include accommodation charges and other disclosed charges.

Additional charges may apply for services such as:

additional guests;
additional nights;
early check-in;
late check-out;
additional cleaning;
property damage;
additional services requested by the guest; or
other property-specific services.

Any applicable taxes, fees, or mandatory charges will be handled according to applicable law and the booking terms presented to the guest.

7. Payment Terms

Unless different terms are specified for a particular booking, RetreatStay’s standard payment arrangement may require:

50% advance payment to secure the booking and the remaining 50% at or before check-in.

A property or booking may have different payment requirements, which will take precedence when clearly disclosed before confirmation.

Bookings may remain pending or on hold until the required advance payment has been received or verified.

RetreatStay may support different payment methods from time to time. A payment is considered received only after successful processing or verification.

Guests should retain receipts, transaction references, or other payment evidence.

8. Booking Holds

RetreatStay may temporarily hold accommodation while payment or confirmation is pending.

A hold is not necessarily a confirmed reservation.

If the required action or payment is not completed within the specified hold period, the hold may automatically expire and the property may become available to other guests.

RetreatStay does not guarantee availability after a hold expires.

9. Cancellations and Refunds

Cancellations and refunds are governed by the RetreatStay Booking Policy, Refund Policy, and any property-specific cancellation terms communicated at the time of booking.

Cancellation eligibility and refund amounts may depend on factors including:

time remaining before check-in;
property-specific conditions;
booking type;
amount already paid;
non-refundable charges;
third-party charges; and
circumstances surrounding the cancellation.

Where a property-specific cancellation policy differs from the standard RetreatStay policy and was clearly disclosed before booking, the property-specific policy may apply.

Approved refunds will be processed using an appropriate available payment method and may require reasonable processing time.

10. Check-In and Check-Out

Unless otherwise specified in the booking confirmation:

Standard Check-In: 2:00 PM
Standard Check-Out: 12:00 PM

Early check-in and late check-out are subject to availability and prior approval and may carry additional charges.

Guests must follow check-in instructions communicated by RetreatStay or the property representative.

11. Guest Responsibilities

Guests must use the accommodation responsibly and comply with applicable laws, property rules, community restrictions, and reasonable instructions from RetreatStay or property management.

Guests must not:

intentionally or negligently damage the property;
exceed the authorized occupancy without approval;
use the property for illegal activity;
create excessive noise or disturbance;
interfere with neighboring properties;
conduct unauthorized commercial activity;
organize unauthorized events or parties;
bring prohibited items onto the premises; or
otherwise use the property in a manner that creates unreasonable risk to people or property.

The person named on the booking is responsible for ensuring that accompanying guests comply with applicable rules.

12. Property Rules

Individual properties may have additional house rules.

These may include rules concerning:

smoking;
pets;
visitors;
children;
parking;
noise;
events and parties;
cooking;
use of fireplaces or heating equipment;
water conservation;
electricity usage;
security; and
use of property facilities.

Property-specific rules communicated before or during the stay form part of the conditions applicable to the booking.

Serious or repeated violations may result in termination of the stay without entitlement to a refund, subject to applicable law and the circumstances involved.

13. Smoking, Drugs and Illegal Activities

Smoking may be prohibited at individual properties or permitted only in designated areas.

Possession, consumption, distribution, or use of illegal drugs or controlled substances in violation of applicable law is prohibited.

Properties must not be used for criminal or otherwise unlawful activities.

RetreatStay may contact relevant authorities where required by law or where reasonably necessary to protect guests, staff, owners, or property.

14. Noise and Disturbance

Guests must respect neighboring residents and other occupants.

Loud music, excessive noise, disruptive gatherings, and behavior that materially disturbs others may be prohibited, particularly during property-designated quiet hours.

Repeated violations following reasonable warnings may result in termination of the stay.

15. Property Damage

Guests are responsible for damage caused by themselves or persons for whom they are responsible, excluding ordinary wear and tear.

Where damage occurs, RetreatStay or the property owner may request reasonable compensation corresponding to the actual loss, repair, replacement, cleaning, or associated costs.

Evidence of the damage and applicable charges may be provided where reasonably available.

16. Security Deposits

Certain properties may require a refundable security deposit.

Where applicable, the amount and conditions will be communicated during booking or before check-in.

A security deposit may be applied toward legitimate charges resulting from damage, missing items, excessive cleaning, or other documented breaches of the applicable booking conditions.

Any remaining refundable amount will be returned according to the applicable property’s deposit terms.

17. Occupancy and Visitors

The number of overnight guests must not exceed the approved occupancy stated in the reservation unless RetreatStay provides prior approval.

Additional guests may result in additional charges or may be refused where occupancy limitations cannot accommodate them.

Visitors who are not included in the booking may be subject to property-specific restrictions.

18. Children and Vulnerable Guests

Parents, guardians, and responsible adults remain responsible for supervising children and other persons requiring supervision.

Properties may contain stairs, balconies, fireplaces, kitchens, outdoor areas, uneven terrain, or other features requiring appropriate care and supervision.

19. Personal Belongings

Guests are responsible for safeguarding their personal belongings during their stay.

RetreatStay and property owners will handle reports of lost or damaged belongings reasonably but are not responsible for losses or liabilities.

Guests should promptly report lost property so reasonable efforts can be made to locate it.

20. Utilities and Service Interruptions

Properties may rely on electricity, water, gas, internet, telecommunications, and other services supplied by third parties.

Temporary disruptions caused by utility providers, weather, infrastructure failures, government actions, or circumstances outside reasonable control may occur.

RetreatStay will make reasonable efforts to assist guests and coordinate restoration or alternatives where practical but cannot guarantee uninterrupted third-party utility services.

21. Mountain and Weather Conditions

Some RetreatStay properties may be located in mountainous or remote areas.

Guests should consider weather, road conditions, terrain, vehicle suitability, and travel advisories before travelling.

Rain, snow, landslides, road closures, fog, government restrictions, or other environmental conditions may affect access to a property.

RetreatStay will provide reasonable assistance where circumstances materially affect a stay, but matters outside RetreatStay’s reasonable control will be handled in accordance with the applicable cancellation/refund policy.

22. Property Unavailability

In uncommon circumstances, a confirmed property may become unavailable because of significant maintenance problems, safety concerns, owner-related circumstances, natural events, government restrictions, or other circumstances that make accommodation impracticable.

Where this occurs, RetreatStay may, depending on the circumstances:

offer a reasonably comparable alternative;
offer different available dates;
provide an appropriate credit; or
provide a refund where required under the applicable policy.

RetreatStay will communicate available options to the affected guest as soon as reasonably practicable.

23. Third-Party Services

The Platform may use or integrate services provided by third parties, including payment processors, mapping services, messaging providers, analytics providers, and external booking or communication platforms.

Use of a third-party service may also be subject to that provider’s terms and privacy practices.

RetreatStay is not responsible for failures caused solely by independent third-party services outside its reasonable control, except where applicable law provides otherwise.

24. Owners and Hosts

Property owners or hosts using RetreatStay must provide accurate information concerning their properties and must have the legal authority to list or authorize management of those properties.

Owners/hosts are responsible for complying with applicable laws and obligations relating to their properties.

Separate owner, management, commission, settlement, or service agreements may govern the commercial relationship between RetreatStay and individual property owners.

Where such an agreement conflicts with these general Terms regarding the owner relationship, the specific written agreement will take precedence.

25. Reviews and User Content

Users may be permitted to submit reviews, photographs, comments, feedback, or other content.

Users must not knowingly submit content that is:

false or materially misleading;
defamatory;
threatening or abusive;
unlawfully discriminatory;
infringing;
fraudulent;
obscene or unlawful; or
designed to manipulate reviews or ratings.

By submitting content intended for publication, you grant RetreatStay a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, format, and distribute that content as reasonably necessary to operate and promote the Platform, subject to applicable privacy and intellectual-property laws.

26. Intellectual Property

The RetreatStay name, branding, logos, website design, software, databases, written material, graphics, and other proprietary Platform materials are owned by or licensed to RetreatStay unless otherwise stated.

Users may not copy, reproduce, modify, distribute, sell, commercially exploit, reverse engineer, or create derivative works from protected RetreatStay materials except where expressly permitted or where such restriction is prohibited by law.

27. Acceptable Use of the Platform

Users must not:

attempt unauthorized access to accounts or systems;
interfere with Platform security;
introduce malware or malicious code;
scrape or systematically extract Platform data without authorization;
impersonate another person;
submit fraudulent bookings;
manipulate payment systems;
abuse promotional programs;
use automated systems in a manner that materially disrupts the Platform; or
use the Platform for unlawful purposes.

RetreatStay may take reasonable technical, legal or administrative measures to protect the Platform against misuse.

28. Fraud Prevention and Verification

RetreatStay may conduct reasonable verification procedures for bookings, payments, accounts, owners, or properties.

Users may be asked to provide identification, payment evidence, transaction references, contact verification, or other information reasonably required to verify a transaction.

A booking or transaction may be suspended, rejected, or cancelled where there is reasonable evidence of fraud, unauthorized payment, identity misuse, or other unlawful activity.

29. Communications

By providing contact information during registration or booking, users agree that RetreatStay may send transactional and service-related communications concerning:

booking confirmations;
payment status;
check-in instructions;
check-out information;
payment reminders;
booking changes;
cancellations;
property instructions;
customer support;
security; and
other information necessary to provide the requested service.

Communications may be delivered through email, telephone, SMS, WhatsApp, in-app notifications, or other available channels.

Marketing communications will be handled separately where consent is required by applicable law, and users may opt out of eligible marketing communications.

30. Privacy and Personal Data

RetreatStay processes personal information in accordance with its Privacy Policy and applicable legal requirements.

Information may be collected and processed where reasonably necessary for bookings, payments, identity verification, customer support, security, property operations, regulatory compliance, and improvement of RetreatStay services.

Users should review the RetreatStay Privacy Policy for further information.

31. Platform Availability

RetreatStay aims to maintain reliable Platform availability but does not guarantee uninterrupted or error-free operation.

Maintenance, upgrades, cybersecurity measures, technical failures, third-party outages, or circumstances outside reasonable control may temporarily affect availability.

RetreatStay may modify, upgrade, replace, or discontinue Platform features where reasonably necessary.

32. Limitation of Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

To the maximum extent permitted by applicable law, RetreatStay will not be liable for indirect, incidental, consequential, or special losses arising from circumstances outside its reasonable control.

Any liability relating to a specific booking will be assessed according to the circumstances, applicable booking agreement, these Terms, and applicable law.

No provision of these Terms is intended to remove mandatory consumer rights available under applicable law.

33. Force Majeure

RetreatStay will not be responsible for failure or delay caused by events beyond its reasonable control, including severe weather, natural disasters, floods, earthquakes, landslides, epidemics, governmental actions, civil disturbance, utility failures, widespread telecommunications failures, road closures, or similar events.

Where such an event affects a booking, RetreatStay will make reasonable efforts to assist affected users and apply the relevant booking and refund policies.

34. Suspension and Termination

RetreatStay may suspend or terminate access to the Platform where reasonably necessary because of:

material violation of these Terms;
fraudulent activity;
security threats;
abusive conduct;
repeated serious property-rule violations;
unlawful activity; or
misuse of RetreatStay systems.

Where appropriate, RetreatStay may provide notice or an opportunity to address the issue before termination or may terminate without any notice.

35. Complaints and Dispute Resolution

Users should first contact RetreatStay customer support regarding a booking, payment, property, refund, or service complaint so that the matter can be investigated.

The parties should attempt in good faith to resolve disputes through direct communication before commencing formal proceedings where practical.

Nothing in this section prevents either party from exercising rights or remedies available under applicable law.

36. Governing Law

These Terms are governed by the applicable laws of the Islamic Republic of Pakistan.

Subject to any mandatory jurisdiction or consumer-protection requirements under applicable law, disputes that cannot be resolved amicably will be submitted to the courts of competent jurisdiction in Pakistan.

37. Changes to These Terms

RetreatStay may update these Terms to reflect changes in services, operational requirements, technology, policies, or applicable law.

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

Material changes may also be communicated through the Platform or another appropriate channel.

Changes will apply prospectively except where otherwise required by law.

38. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

39. Entire Agreement

These Terms, together with the applicable booking confirmation, Privacy Policy, Booking Policy, Refund Policy, property rules, and any other terms expressly incorporated into a transaction, constitute the applicable agreement regarding use of the Platform and booking services.

40. Contact RetreatStay

Questions, complaints, or requests concerning these Terms or a RetreatStay booking may be directed to RetreatStay through the contact information published on the Platform.

RetreatStay
Website: www.retreatstay.pk
Customer Support: 0309-2026888
Email: [email protected]

By creating an account, making or confirming a booking, or otherwise using RetreatStay services, you acknowledge that you have read and agreed to these Terms of Use.