Terms of Use

Last updated: 19 August 2026

These Terms of Service ("Terms") govern your access to and use of the Soulster website, customer account, travel discovery, enquiry, planning, booking, payment and related services.

Soulster is a brand and trademark owned and operated by Pawcation Travel Services Private Limited ("Pawcation", "Soulster", "we", "us" or "our").

By accessing or using the Soulster website, creating a customer account, submitting an enquiry, requesting travel services, accepting a quotation, making a payment or completing a booking through Soulster, you agree to these Terms and to any booking-specific terms and policies made available to you before completion of the relevant booking.

Please read these Terms carefully before using our services.

1. About Soulster

Soulster is a travel discovery, planning and booking platform designed to help customers discover destinations, accommodation, experiences and other travel services, and to plan and complete travel arrangements.

Soulster may provide services including:

destination and accommodation discovery;
property and room recommendations;
travel planning and itinerary development;
availability enquiries;
quotation and booking assistance;
accommodation bookings;
transport, transfers and related travel services;
experiences, activities and other destination services;
payment facilitation;
pre-travel and in-trip support; and
other travel-related services that Soulster may offer from time to time.

2. Soulster may operate in different commercial capacities

The commercial structure of a Soulster booking may vary depending on the service, host, property, supplier and particular transaction.

2.1 Platform or facilitation transactions

In some transactions, Soulster acts as a discovery, technology, planning or booking platform that facilitates a transaction between the customer and an independent hotel, homestay, host, property owner, transport provider, experience operator or other travel-service provider ("Service Provider").

In such cases, the underlying travel service is supplied by the relevant Service Provider, and the Service Provider's applicable terms, policies, restrictions and operating conditions may form part of the booking.

2.2 Services purchased and resold by Pawcation

In other transactions, Pawcation may purchase a travel service from a host or other Service Provider and separately sell that service to the customer.

In such cases, the customer's purchase of the relevant service is from Pawcation, although the underlying accommodation, transport, activity or other travel service may still be physically provided by the relevant host or Service Provider.

2.3 Booking-specific structure

Where relevant, the applicable property page, quotation, booking summary or booking confirmation will identify the travel service being purchased, its price, important conditions and the Service Provider involved.

Nothing in these Terms is intended to obscure the actual nature of the particular transaction.

3. Eligibility and use of the website

You may use Soulster only for lawful travel-related purposes and in accordance with these Terms.

By entering into a booking, you confirm that you have legal capacity to enter into the relevant transaction and, where you are booking on behalf of other travellers, that you are authorised to provide the required information and accept applicable booking conditions on their behalf.

You agree not to:

use Soulster for unlawful, fraudulent, deceptive or abusive purposes;
provide false, incomplete or misleading information;
impersonate another person or use another person's account without authority;
attempt to gain unauthorised access to Soulster systems or data;
interfere with or disrupt the operation or security of the website;
introduce malware or harmful code;
scrape, systematically extract or commercially reuse Soulster content without written permission; or
use the website in a way that infringes the rights of Pawcation, Service Providers or any third party.

4. Customer accounts

Certain Soulster services may require you to create or use a customer account.

You are responsible for:

providing accurate and current account information;
maintaining the confidentiality of your account credentials;
ensuring that persons using your account are authorised to do so; and
promptly informing Soulster if you believe your account has been compromised.

We may suspend or restrict an account where reasonably necessary to protect customers, prevent fraud, comply with law or protect the security and integrity of our services.

5. Enquiries are not confirmed bookings

Submitting an enquiry through Soulster does not create a reservation, confirmed booking or obligation on Soulster or any Service Provider to provide the requested service.

Availability, pricing and other booking terms remain subject to confirmation until Soulster expressly confirms the booking.

An enquiry may result in Soulster contacting one or more Service Providers to obtain availability, pricing or other information relevant to your request.

6. Travel recommendations and discovery

Soulster may recommend destinations, properties, rooms, experiences, itineraries or other travel options based on information supplied by you, information supplied by Service Providers and Soulster's own assessment or curation.

Travel recommendations are inherently contextual. A recommendation that is suitable for one traveller or trip may not be appropriate for another.

You should inform Soulster of any requirement that is material to your travel decision, including accessibility needs, dietary restrictions, health considerations, pet requirements, child-related requirements or specific facilities that are essential to your stay.

7. Property, destination and service information

Soulster makes reasonable efforts to present useful and accurate information regarding destinations, properties, rooms and travel services.

Some information, including descriptions, photographs, facilities, policies, availability and restrictions, may be supplied by Service Providers and may change from time to time.

Photographs are illustrative and actual rooms, views, furnishings, surroundings or other features may vary.

If a particular feature or facility is essential to your decision to book, you should raise it with Soulster before completing the booking so that it can be specifically verified where reasonably possible.

8. Quotations

A quotation issued by Soulster may specify:

the travel services included;
the applicable dates;
the number and type of travellers;
accommodation or room categories;
transport or experiences;
the price;
taxes and other charges;
payment requirements;
cancellation or amendment conditions;
the quotation validity period; and
other booking-specific terms.

Unless expressly stated otherwise, a quotation does not itself guarantee availability.

Pricing may change after the validity period or where supplier pricing, availability, taxes, levies, currency rates or your requested itinerary changes.

9. Formation of a booking

A booking becomes binding only when the applicable booking process has been completed and Soulster has expressly confirmed the booking.

Depending on the transaction, confirmation may require one or more of the following:

acceptance of a quotation;
completion of the online booking process;
acceptance of applicable terms and policies;
receipt of full or partial payment;
confirmation from the relevant property or Service Provider; and
issuance of a Soulster booking confirmation.

10. Terms incorporated into each booking

When you complete a booking through Soulster, the contract applicable to that booking may include:

these Terms of Service;
the Soulster Cancellation & Refund Policy;
the applicable Privacy Policy;
the price, services, inclusions and exclusions displayed or communicated for the booking;
property-, host- or Service Provider-specific cancellation and amendment terms;
payment conditions;
check-in, check-out or usage conditions;
pet policies where relevant;
traveller or occupancy restrictions;
other booking-specific terms disclosed before completion of the booking; and
mandatory rights and obligations arising under applicable law.

11. Property and Service Provider cancellation terms

Individual properties, hosts and Service Providers may establish their own cancellation, amendment, no-show and refund conditions.

Where applicable, these conditions will normally be displayed on the relevant property or service page and may also be repeated in a quotation, booking summary or booking confirmation.

By completing a booking after the applicable cancellation conditions have been made available to you, you acknowledge that you have had the opportunity to review those conditions and agree that they form part of your booking.

Customers should therefore review the applicable cancellation policy carefully before completing a booking or making payment.

12. Payments

The applicable booking page, quotation or payment request will specify the amount payable and any payment schedule.

Depending on the booking, payment may be made:

to Pawcation;
through a payment service facilitated by Soulster; or
directly to a Service Provider where expressly indicated.

A booking may remain unconfirmed until the required payment has been received and any required Service Provider confirmation has been obtained.

Payment processing may be provided by third-party payment-service providers and may be subject to their own terms and security procedures.

13. Taxes and charges

Prices may include or exclude particular taxes, levies, resort charges, service charges or other amounts depending on the relevant service.

The booking page, quotation or confirmation will indicate the pricing information reasonably available to Soulster before the transaction is completed.

Certain local charges may be payable directly at the destination where this is customary or required by the relevant authority or Service Provider.

14. Changes requested by the customer

If you request a change after booking, Soulster will make reasonable efforts to determine whether the requested change can be accommodated.

Changes are subject to availability and the applicable Service Provider's terms.

Additional costs may arise from:

revised room or property rates;
fare differences;
supplier amendment charges;
changes in taxes or levies;
changes in the number of travellers; or
other differences between the original and amended arrangement.

A requested change is not effective until confirmed by Soulster.

15. Cancellations and refunds

Cancellations, amendments, refunds and no-shows are governed by the Soulster Cancellation & Refund Policy together with the booking-specific terms applicable to the relevant property or Service Provider.

Where booking-specific cancellation terms have been disclosed, those terms govern the relevant cancellation or refund, subject to applicable law.

16. Cancellation or material change by a Service Provider

A host or Service Provider may occasionally cancel, amend or become unable to provide a confirmed service.

Where this occurs, Soulster will make reasonable efforts to assist in identifying the appropriate remedy.

Depending on the nature of the booking and applicable terms, the remedy may include:

an alternative property or service;
rescheduling;
a credit;
a partial refund;
a full refund; or
another mutually acceptable solution.

Where Pawcation is itself the seller of the relevant travel service, Pawcation will address the customer-facing consequences in accordance with the applicable booking terms and law.

17. Events beyond reasonable control

Travel services may be affected by circumstances beyond the reasonable control of Soulster or a Service Provider.

These may include:

severe weather;
natural disasters;
fire or flood;
epidemics or public-health emergencies;
government action or restrictions;
civil disturbance or security events;
strikes or industrial action;
airline or transport disruption;
road or border closures;
utility or communications failures; or
similar circumstances that could not reasonably have been prevented.

Where such circumstances affect a booking, Soulster will make reasonable efforts to assist with available alternatives, rescheduling, credits or recoveries.

The financial outcome may depend on the applicable booking terms, amounts recoverable from Service Providers and mandatory rights under applicable law.

18. Traveller information

You are responsible for ensuring that names, dates of birth, identification details and other traveller information supplied for a booking are accurate.

Errors in traveller information may lead to amendment charges, inability to use a service or cancellation of the relevant travel arrangement.

19. Travel documents and entry requirements

Unless Soulster expressly agrees otherwise for a particular service, customers and travellers are responsible for obtaining and maintaining all documents required for travel.

These may include:

passports;
visas;
permits;
identification documents;
medical or vaccination documentation;
driving licences; and
other documents required by authorities or Service Providers.

20. Health, accessibility and safety

Customers are responsible for considering whether a destination, property, activity or transport arrangement is suitable for their health, mobility and personal circumstances.

Please inform Soulster before booking of any accessibility requirement or other material condition that may affect the suitability of a travel service.

Information supplied by Soulster concerning health, safety, accessibility or local conditions is general travel information and should not be treated as medical, legal or other professional advice.

21. Travelling with children

Properties and Service Providers may impose age restrictions, occupancy rules, documentation requirements or other conditions relating to children and infants.

Customers are responsible for ensuring that the relevant booking accurately reflects all adults, children and infants travelling.

22. Pets

Where Soulster describes a property as pet-friendly, the booking remains subject to the particular property's pet policy.

Such policies may address matters including:

permitted species;
number of pets;
size or weight restrictions;
pet fees;
access to rooms or common areas;
leash or supervision requirements;
resident animals; and
damage or cleaning charges.

By booking a stay involving a pet, the customer agrees to comply with the applicable property pet policy.

Customers remain responsible for the behaviour, supervision and welfare of pets travelling with them.

23. Customer conduct

Customers and members of their travelling party must behave responsibly and comply with reasonable rules imposed by properties, Service Providers and local authorities.

A property or Service Provider may refuse or discontinue service where a traveller:

creates a material safety risk;
engages in unlawful conduct;
causes serious disruption;
damages property; or
materially breaches the applicable terms of the service.

Where service is refused or terminated due to customer conduct, refunds may not be available except where required by applicable law.

24. Damage and additional charges

Customers may be responsible for loss or damage caused by themselves, members of their travelling party or pets where liability arises under the applicable property or Service Provider terms or applicable law.

Properties or Service Providers may impose reasonable additional charges for damage, extraordinary cleaning or other costs attributable to the customer where permitted by their terms and applicable law.

25. Reviews and customer content

Soulster may allow customers to submit reviews, photographs, feedback or other content.

By submitting such content, you confirm that:

it reflects your genuine experience or opinion;
you have the right to submit it;
it does not knowingly contain false or defamatory statements;
it does not unlawfully infringe the rights of another person; and
it is not unlawful, threatening, abusive or obscene.

You grant Pawcation a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and adapt content you voluntarily submit for the purposes of operating, improving and promoting Soulster, subject to applicable privacy law.

26. Intellectual property

The Soulster name, trademarks, logos, visual identity, website design, software, editorial content and other original materials are owned by Pawcation Travel Services Private Limited or used by it under licence.

Third-party photographs, trademarks and content remain the property of their respective owners.

Nothing in these Terms grants you any ownership interest in Soulster intellectual property.

You may use website content only for personal, non-commercial purposes related to considering or managing travel through Soulster, unless otherwise expressly authorised.

27. Third-party websites and services

Soulster may contain links to websites, maps, payment services, social platforms or other services operated by third parties.

Those services are governed by their own terms and privacy practices. Soulster is not responsible for the operation or content of a third-party service merely because a link or integration is provided.

28. Responsibility for services

Pawcation will use reasonable care and skill in providing services that Pawcation itself undertakes to provide.

Where Soulster acts as a platform or facilitator for a service supplied by an independent Service Provider, responsibility for performance of the underlying travel service rests primarily with that Service Provider, subject to any responsibility imposed on Pawcation by applicable law.

Where Pawcation purchases and resells the relevant travel service to the customer, Pawcation's responsibility in relation to that sale will be determined by the applicable booking terms and applicable law.

Nothing in these Terms excludes or limits a responsibility or consumer right that cannot lawfully be excluded or limited.

29. Limitation of liability

To the extent permitted by applicable law, Pawcation will not be liable for indirect, incidental, special or consequential losses that were not reasonably foreseeable as a consequence of a breach by Pawcation.

Pawcation is not responsible for losses arising solely from:

the independent acts or omissions of a Service Provider where Pawcation was acting only as a facilitator;
false or materially inaccurate information supplied by the customer;
failure by a traveller to obtain required travel documentation;
conduct of the customer or travelling party;
events beyond reasonable control; or
circumstances where liability lawfully rests with another party.

This section applies only to the extent permitted by applicable law and does not exclude liability for fraud, wilful misconduct or any other liability that cannot lawfully be excluded.

30. Travel insurance

Customers are strongly encouraged to consider appropriate travel insurance.

Depending on the policy, travel insurance may provide protection for events such as cancellation, medical emergencies, baggage loss or travel disruption.

Any insurance policy is governed by the terms, exclusions and claims process of the relevant insurer.

31. Privacy

Pawcation's handling of personal information is described in the Soulster Privacy Policy.

By using Soulster, you acknowledge that information may need to be shared with properties, hosts and other Service Providers where reasonably necessary to respond to an enquiry, obtain availability, make or manage a booking or provide a requested travel service.

India's Digital Personal Data Protection Rules, 2025 have been formally published by the Ministry of Electronics and Information Technology, with an associated enforcement timeline. Soulster's processing of personal data will be governed by applicable data-protection requirements as they come into force.

32. Communications

By submitting an enquiry or completing a booking, you agree that Soulster may send service-related communications reasonably necessary to manage your enquiry, quotation, booking, payment or trip.

These communications may be made through email, telephone, SMS, WhatsApp or other communication channels for which you have provided contact details, subject to applicable law.

Promotional communications will be handled separately in accordance with applicable consent and opt-out requirements.

33. Complaints and grievances

If you have a complaint concerning a Soulster service or booking, please contact us promptly so that we have a reasonable opportunity to investigate and address the issue.

Where the complaint relates to a Service Provider, Soulster may need to share relevant information with that provider in order to investigate or resolve the matter.

You may contact Soulster at:

Pawcation Travel Services Private Limited
Brand: Soulster
Customer Support Email: [INSERT SUPPORT EMAIL]
Phone / WhatsApp: [INSERT NUMBER IF APPLICABLE]
Registered Office: [INSERT REGISTERED OFFICE ADDRESS]
Grievance Officer: [INSERT NAME / DESIGNATION AND CONTACT DETAILS]

Nothing in these Terms restricts any right you may have to approach an appropriate consumer forum, regulatory authority or other body under applicable law.

34. Suspension or termination of access

Soulster may suspend, restrict or terminate access to an account or service where reasonably necessary because of:

fraud or suspected fraud;
material breach of these Terms;
security concerns;
abusive conduct;
non-payment;
legal or regulatory requirements; or
other circumstances where continued access could materially harm Soulster, another customer or a Service Provider.

Termination of website access does not by itself extinguish obligations arising from an existing confirmed booking.

35. Changes to these Terms

Pawcation may update these Terms from time to time to reflect changes in Soulster's services, commercial arrangements, technology or applicable law.

The latest version will be published on this page with the date of the most recent update.

Changes will not retrospectively alter the agreed commercial terms of an existing confirmed booking except where required by law or expressly agreed with the customer.

36. Severability

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

37. No waiver

If Pawcation does not immediately enforce a provision of these Terms, that does not mean Pawcation has waived its right to enforce that provision later.

38. Governing law

These Terms are governed by the laws of India.

Subject to any statutory forum or consumer remedy available under applicable law, disputes relating to these Terms or Soulster services shall be subject to the jurisdiction of the competent courts in [INSERT CITY / STATE].

Nothing in this clause restricts a consumer's right to approach a forum or authority that has jurisdiction under applicable consumer-protection law.

39. Contact information

For questions about these Terms or Soulster services, please contact:

Pawcation Travel Services Private Limited
Operating brand: Soulster Travel
Email: sk@mypawcation.com
Registered / business address: Pawcation Travel Services Private Limited, A2-1702 Uniworld City, Sector 30, Gurgaon 122002, Haryana, India