SHAHR

Please read these Terms and Conditions ("Terms") carefully before using the Shahr platform, website (shahr.in), WhatsApp service, or any other product or service offered by Shahr ("we", "us", "our"). By accessing or using Shahr's services, you agree to be bound by these Terms. If you do not agree, please do not use our services.

1. About Shahr

Shahr is an AI-powered concierge platform headquartered in Kochi, Kerala, India. We provide personalised travel planning, medical facilitation, NRI concierge services, elder care coordination, and related services for visitors to Kerala, NRI families, and international travellers. Shahr operates at shahr.in and via WhatsApp Business.

2. Definitions

• "User", "you", or "your" refers to any individual or entity accessing or using Shahr's services.
• "Services" means all concierge, travel, medical facilitation, elder care, and NRI coordination services offered by Shahr.
• "Platform" means the shahr.in website, WhatsApp channel, and any digital interface provided by Shahr.
• "Booking" means any confirmed reservation, arrangement, or service engagement made through Shahr.
• "Third-Party Providers" means hotels, hospitals, transport operators, clinics, guides, and other service providers whose services Shahr coordinates on your behalf.

3. Acceptance of Terms

By submitting an enquiry, making a booking, or using the Platform in any way, you confirm that:

• You are at least 18 years of age, or are accessing the Platform under parental or guardian supervision.
• You have the legal capacity to enter into a binding agreement.
• All information you provide to Shahr is accurate and complete.
• You accept these Terms and our Privacy Policy (available at shahr.in/privacy).

4. Services Provided

4.1 Concierge & Coordination

Shahr acts as a coordinator and facilitator — not as a direct provider of transport, accommodation, medical, or other services. Our role is to plan, organise, and manage your experience by engaging verified Third-Party Providers on your behalf. Shahr is accountable for the quality of coordination, not for the independent acts of Third-Party Providers.

4.2 Medical Facilitation

Shahr facilitates appointments, hospital referrals, and logistics for medical tourists and wellness visitors. Shahr does not provide medical advice, diagnosis, or treatment. All medical guidance is provided exclusively by licensed medical professionals at partner hospitals and clinics. Shahr's role is coordination only.

4.3 AI-Generated Plans

Shahr's AI engine generates personalised itineraries and plans based on information you provide. These plans are recommendations and starting points. Shahr's human team reviews and refines all plans before delivery. AI-generated content does not constitute a guaranteed booking unless confirmed in writing by Shahr.

4.4 Elder Care Retainer

Elder care retainer services involve coordination of care activities for elderly family members in Kerala. Shahr coordinates verified local carers and service providers. Shahr does not employ carers directly; it coordinates and supervises Third-Party caregiving support.

5. Booking, Payments & Pricing

5.1 Confirmation

A booking is confirmed only upon receipt of written confirmation from Shahr (via email or WhatsApp) and receipt of any applicable advance payment. Verbal discussions or AI-generated plan documents do not constitute a confirmed booking.

5.2 Pricing

All prices quoted by Shahr are in Indian Rupees (INR) unless otherwise stated. Prices include Shahr's coordination and service fee. Third-Party Provider rates are incorporated into the package price. Shahr reserves the right to revise prices prior to booking confirmation.

5.3 Payment

Shahr accepts payments via bank transfer, UPI, and other methods communicated at the time of booking. For NRI and international customers, payments may be accepted via international transfer in accordance with applicable FEMA regulations. GST is applicable as per prevailing Indian tax law.

5.4 Currency & Taxes

All prices are inclusive of applicable taxes unless stated otherwise. International customers are responsible for any foreign exchange or banking fees charged by their own financial institutions.

6. Cancellation & Refund Policy

6.1 Cancellations by You

• Cancellation 30+ days before service date: Full refund of Shahr's coordination fee. Third-Party Provider cancellation charges may apply.
• Cancellation 15–29 days before service date: 50% refund of Shahr's coordination fee. Third-Party Provider cancellation charges apply.
• Cancellation 7–14 days before service date: 25% refund of Shahr's coordination fee. Third-Party Provider cancellation charges apply.
• Cancellation less than 7 days before service date: No refund of Shahr's coordination fee. Third-Party Provider charges apply in full.

6.2 Cancellations by Shahr

If Shahr must cancel a confirmed booking due to circumstances beyond our control (force majeure, supplier failure, etc.), we will offer a full refund of all amounts paid to Shahr, or an alternative arrangement of equivalent value. We will make reasonable efforts to provide 72 hours' notice.

6.3 Medical Services

Medical consultation and facilitation bookings are subject to the cancellation policies of the respective hospitals. Shahr's coordination fee is non-refundable once a hospital appointment has been formally scheduled.

6.4 Refund Processing

Approved refunds will be processed within 10–14 business days to the original payment method.

7. User Responsibilities

You agree to:

• Provide accurate and complete information about your travel dates, medical requirements, preferences, and any special needs.
• Communicate any changes to your plans promptly to allow Shahr sufficient time to adjust arrangements.
• Ensure you hold valid travel documents, visas, and insurance as required for your visit.
• Behave respectfully towards Shahr coordinators and Third-Party Providers.
• Not use Shahr's services for any unlawful purpose.
• Notify Shahr immediately of any service failure or concern during your trip via WhatsApp or email.

8. Medical Disclaimer

Shahr is a coordination and facilitation service. We are not a licensed medical provider, healthcare agency, or medical travel insurance provider.

• Shahr does not provide medical advice, diagnosis, or treatment recommendations.
• All medical decisions are the sole responsibility of the patient and their treating physician.
• Shahr facilitates access to licensed medical institutions and professionals; outcomes of medical procedures are beyond Shahr's control and responsibility.
• Customers are strongly advised to obtain comprehensive travel and medical insurance prior to travel.

9. Third-Party Providers

Shahr coordinates services through a network of verified Third-Party Providers including transport operators, hotels, hospitals, clinics, and guides. While Shahr takes reasonable steps to verify and monitor these providers:

• Shahr is not liable for the acts, omissions, negligence, or default of any Third-Party Provider.
• Third-Party Providers operate independently and are subject to their own terms and conditions.
• Any dispute with a Third-Party Provider should be reported to Shahr immediately, and we will use reasonable efforts to assist in resolution.

10. Limitation of Liability

To the fullest extent permitted by applicable law:

• Shahr's total liability to you for any claim arising from or related to our services shall not exceed the total amount paid by you to Shahr for the specific booking giving rise to the claim.
• Shahr shall not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of enjoyment, lost profits, or loss of business opportunity.
• Shahr shall not be liable for delays, cancellations, or failures caused by circumstances beyond our reasonable control, including but not limited to natural disasters, civil unrest, strikes, weather events, or pandemic-related restrictions.
• Nothing in these Terms limits liability for fraud, death, or personal injury caused by Shahr's gross negligence.

11. Data Privacy & Security

Shahr takes data privacy seriously. Our full Privacy Policy is available at shahr.in/privacy. Key principles:

• Personal and medical information collected by Shahr is encrypted in transit and at rest.
• Your information is never shared with Third Parties without your explicit consent, except as required to fulfil your booking.
• Medical information is handled with strict confidentiality in line with applicable Indian data protection laws.
• Customers from the Gulf, UK, and Europe may have additional rights under applicable local regulations. Please review our Privacy Policy for details.
• You may request deletion of your personal data by writing to hello@shahr.in.

12. Intellectual Property

All content on shahr.in, including text, AI-generated itineraries, branding, and design, is the property of Shahr and is protected by applicable intellectual property laws. You may not reproduce, redistribute, or commercially exploit any Shahr content without prior written permission.

13. WhatsApp & Communication

Shahr uses WhatsApp Business as a primary customer communication channel. By providing your WhatsApp number, you consent to receiving service-related messages from Shahr. You may opt out at any time by messaging "STOP" to our WhatsApp number. Shahr will not use your contact details for unsolicited promotional communications.

14. Force Majeure

Shahr shall not be in breach of these Terms, nor liable for any failure or delay in performance, if such failure or delay results from events beyond our reasonable control, including but not limited to: acts of God, floods, drought, earthquake, natural disasters, epidemic or pandemic, terrorist attack, war, civil unrest, industrial action, or failure of utility services.

15. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of India. Any dispute arising from or in connection with these Terms shall first be referred to mediation. If mediation fails, disputes shall be subject to the exclusive jurisdiction of the courts in Ernakulam, Kerala, India.

16. Changes to These Terms

Shahr reserves the right to update or modify these Terms at any time. Updated Terms will be published on shahr.in with a revised effective date. Your continued use of Shahr's services following any update constitutes acceptance of the revised Terms. We encourage you to review this page periodically.

17. Contact

For questions, complaints, or requests relating to these Terms, please contact: