This page states the Terms and Conditions under which you (Visitor) may visit this  website/app. Please read this page carefully. If you do not accept the Terms and Conditions stated here, we would request you to exit this website/app. ITC Hotels Limited., any of its business divisions and / or its subsidiaries, associate companies or subsidiaries to subsidiaries or such other investment companies (in India or abroad) reserve their respective rights to revise these Terms and Conditions at any time by updating this posting. You should visit this page periodically to re-appraise yourself of the Terms and Conditions, because they are binding on all users of this website/app.

All logos, brands and marks appearing in this website/app, except as otherwise noted, are properties either owned, or used under licence, by ITC Hotels Limited and / or its associate entities who feature on this website/app. The use of these properties or any other content on this website/app, except as provided in these terms and conditions or in the website/app content, is strictly prohibited.

You may not sell or modify the content of this website/app or reproduce, display, publicly perform, distribute, or otherwise use the materials in any way for any public or commercial purpose without the respective organisation's or entity's written permission.

Visitors are prohibited from violating or attempting to violate the security of the website/app, including, without limitation,

• accessing data not intended for such user or logging into a server or account which the user is not authorized to access,
• attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization,
• attempting to interfere with service to any user, host or network, including, without limitation, via means of submitting a virus or "trojan horse" to the website/app, overloading, "flooding", "mail bombing" or "crashing", or
• sending unsolicited electronic mail, including promotions and/or advertising of products or services. Violations of system or network security may result in civil or criminal liability. ITC Hotels Limited and / or its associate entities will have the right to investigate occurrences that they suspect as involving such violations and will have the right to involve, and cooperate with, law enforcement authorities in prosecuting users who are involved in such violations.

Visitors may not use the website/app in order to transmit, distribute, store or destroy material

• that could constitute or encourage conduct that would be considered a criminal offence or violate any applicable law or regulation,
• in a manner that will infringe the copyright, trademark, trade secret or other intellectual property rights of others or violate the privacy or publicity of other personal rights of others, or
• that is libellous, defamatory, pornographic, profane, obscene, threatening, abusive or hateful.

This website/app contains links to other website/app. These links are provided solely as a convenience to you. Wherever such link/s lead to website/app which do not belong to ITC Hotels Limited and / or its associate entities, ITC Hotels Limited is not responsible for the content of linked website/app and does not make any representations regarding the correctness or accuracy of the content on such website/app. If you decide to access such linked website/app, you do so at your own risk.

Similarly, this website/app can be made accessible through a link created by other website/app. Access to this website/app through such link/s shall not mean or be deemed to mean that the objectives, aims, purposes, ideas, concepts of such other website/app or their aim or purpose in establishing such link/s to this website/app are necessarily the same or similar to the idea, concept, aim or purpose of our website/app or that such links have been authorised by ITC Hotels Limited and / or its associate entities. We are not responsible for any representation/s of such other website/app while affording such link and no liability can arise upon ITC Hotels Limited and / or its associate entities consequent to such representation, its correctness or accuracy. In the event that any link/s afforded by any other website/app/s derogatory in nature to the objectives, aims, purposes, ideas and concepts of this website/app is utilised to visit this website/app and such event is brought to the notice or is within the knowledge of ITC Hotels Limited and / or its associate entities, civil or criminal remedies as may be appropriate shall be invoked.

You agree to defend, indemnify, and hold harmless ITC Hotels Limited and/ or its associate entities, their officers, directors, employees and agents, from and against any claims, actions or demands, including without limitation reasonable legal and accounting fees, alleging or resulting from your use of the website/app material or your breach of these terms and conditions of website/app use.

While all reasonable care has been taken in providing the content on this website/app, ITC Hotels Limited. and / or its associate entities shall not be responsible or liable as to the completeness or correctness of such information and any or all consequential liabilities arising out of use of any information or contents on this website/app.

No warranty is given that the website/app will operate error-free or that this website/app and its server are free of computer viruses or other harmful mechanisms. If your use of the website/app results in the need for servicing or replacing equipment or data, ITC Hotels Limited and / or its associate entities are not responsible for those costs.

The website/app is provided on an 'as is' basis without any warranties either express or implied whatsoever. ITC Hotels Limited. and / or its associate entities, to the fullest extent permitted by law, disclaims all warranties, including non-infringement of third parties rights, and the warranty of fitness for a particular purpose and makes no warranties about the accuracy, reliability, completeness, or timeliness of the content, services, software, text, graphics, and links.

In no event shall ITC Hotels Limited, or any parties, organisations or entities associated with the corporate brand name ITC or otherwise, mentioned at this website/app be liable for any damages whatsoever (including, without limitations, incidental and consequential damages, lost profits, or damage to computer hardware or loss of data information or business interruption) resulting from the use or inability to use the website/app and the website/app material, whether based on warranty, contract, tort, or any other legal theory, and whether or not, such organisations or entities were advised of the possibility of such damages.

1.  ITC Hotels Limited (‘ITC Hotels Limited/us’) respects an individual's right to privacy. This policy lays down our practices with respect to collection, confidentiality and disclosure of Personal Information. Please familiarize yourself with our privacy practices, as given below. We are an organisation based and existing in India and are thus bound by the laws of the Union of India. This Privacy Policy has been prepared in accordance with applicable Indian laws.

2. Should you choose to share your Personal Information with ITC Hotels Limited, it will be assumed that you have consented to the collection of Personal Information and the processing thereof in terms of this policy (“Privacy Policy”).

What is collected

3. We may collect Personal Information (‘Personal Information’) from you such as:

a)  Personal contact details such as name, alternate name, title, addresses, telephone numbers, and personal email ID

b)  Date of birth, age, anniversary and/or special occasions

c)  Gender

d)  Marital status

e)  Nationality, country, city details, device related information such location, IP address, device id, mobile OS details etc

f)  Next of kin and emergency contact information, pseudonymous email address

g)  Copy of Government issued ID Card, as applicable on the location of the hotel

h)  Copy of Passport and Visa as applicable on the location of hotel

i)  Reservation information and travel itinerary such as duration of stay and other related details and your Marriott and/or Club ITC and/or other loyalty program membership ID/details

j)  Photographs

k) Bank account details, credit/debit card information

l)  CCTV footage and other information obtained through electronic means such as door access records, internet systems (including wired or wireless networks that collect data about your computer, smart or mobile device), card key, POS devices, and other security and technology systems in the Hotel.

m)  Information about your use of our information and communications systems

n)  Preference and interests including but not limited to dietary preferences, allergy details, health condition, and any special requests made by you and observations about your service preferences (including room and food preferences)

o) Information about how you use our services (online and at the hotel) and about how you use our website/mobile application.

p) Additionally, in some circumstances, we may also collect:

- Voice Recordings: This includes recordings of your interactions, such as customer service calls, which are captured for quality assurance purposes.

4. While collecting any Personal Information, ITC Hotels Limited indicates the purpose of collection of such information and gives the person providing the information an option of not providing the information. In such cases,  ITC Hotels Limited may choose not to provide any services/supply goods for which the information was necessary. You hereby accept and agree that we shall not be held liable in any manner whatsoever if we are unable to perform our services or if there is a deficiency in our services to you due to your failure to provide such information.

5. If you are under 18, you may use our services only with the consent of your parents/ legal guardian. As a general rule, we do not intentionally collect sensitive personal information or personal information about children under the age of 18, except wherein contractually obligated to provide services and with the consent of a legal guardian or parent. If we become aware that we have inadvertently collected such information about children under the age of 18, we will take steps to delete the information as soon as possible, except where we are required by applicable law to keep it or where the collection/use of the same has the consent of their parent or legal guardian.

Why is it collected

6.  ITC Hotels Limited collects Personal Information for business purposes and for providing various hospitality services to you.

7. Without limitation, Personal Information collected by us may be used by us for the following reasons:

a)  To enable your use of the services available at our hotels and restaurants;

b)  Where we need to perform the contract we have entered into with you;

c)  Where we need to comply with a legal obligation;

d)  Where it is necessary for our legitimate interests [or those of a third party] and your interests and fundamental rights do not override those interests;

e)  To send loyalty Point statements, invoices and payment reminders to you, and collect payments from you;

f)  To send you commercial communications;

g)  To send you email notifications that you have specifically requested;

h)  To send you communications relating to our business or the businesses of carefully-selected third parties which we think may be of interest to you, by post by email, WhatsApp, SMS, notifications/pop-ups or similar technology;

i)  To provide third parties with statistical information about our users for research, analytics and audit purposes;  

j)  To deal with feedback, enquiries and complaints made by or about you relating to the services provided;

k) To keep our website, mobile application and other systems secure and to prevent fraud;

l)  To conduct promotions, online contests and surveys relating to our services;

m)  To develop, maintain and improve our website, mobile application and other systems and the services provided by us;

n) To understand your preferences and to enhance and customize your experience of using our services;

o)  General safety and security and providing assistance during emergencies for you and the people accompanying you.

p)  Wherever you have given us explicit consent to do so.

8. Where you are making a booking on behalf of other visitor or customer, it is your responsibility to represent that visitor or customer in the booking process and explain to the visitor or customer how we will use their Personal Information as set out in this Privacy Policy. Consent from such visitor or customer is deemed to be in place when you enter into a transaction with us and share their details with us enabling us to reach out to them. If you enter into a transaction for some other person, we may collect your billing information but may communicate with the customer directly about the service transacted.

How is it collected

9.  We collect Personal Information about you through the following means: 

a)  Whenever you use our services [whether services provided directly by us or by other companies or agents acting on our behalf - for example through a guest contact centre, booking agency, travel agent or corporate account];

b)  When you stay, dine or transact with us;

c)  When you use our website/mobile application;

d)  When you make reservations through any of our owned & third-party channels[DC6] 

e)  When you interact with our associates;

f)  When you interact with us via email or social media platforms such as Facebook, LinkedIn, Instagram, X etc.;

g)  Cookies: - To personalize your experience on ITC Hotels Limited's Website, App or to support one of its promotions, ITC Hotels Limited may assign your computer browser a unique random number (cookie). "Cookies" enhance website performance in important ways like personalizing your experience, or making your visit more convenient; Generally, we use the following types of cookies:

• Strictly Necessary Cookies: These cookies are necessary to enable the essential features of our Websites / Apps
• Functional Cookies: These cookies are used to personalise your experience
• Targeting Cookies: These cookies enable us to serve you advertisements of our products and services.
• Analytics Cookies: These cookies help us to improve our website/ mobile apps.

You can manage your cookie preferences by clicking the ‘Manage Cookie’ button on the Cookie Policy  link placed at the footer of website..

h)  In addition to the collection of Personal Information, while you visit our website/mobile applications, we automatically receive and record certain information of your session. Like many other websites, our website uses log files to do so. These files merely log visitors to the website which is a standard procedure for hosting companies and a part of hosting services’ analytics. The information inside the log files includes internet protocol [IP] addresses, browser type, Internet Service Provider [ISP], date/time stamp, referring/exit pages, and possibly the number of clicks made by you. This information is used to analyse trends, administer the website, track your movement around the website, and gather demographic information. These log files and the information contained in it, such as IP addresses, and other such information, cannot be used by us to identify or ascertain your identity.

10. ITC Hotels Limited has also adopted reasonable security practices and procedures comprising of managerial, technical, operational and physical security control measures with a view to ensure confidentiality and prevent unauthorized disclosure of Personal Information.

11. ITC Hotels Limited does not retain information after the purpose for which it is furnished is accomplished unless the same is required to be retained under any law in force or for purposes of satisfying any legal, accounting, auditing or reporting requirements or as long as processing and retaining Personal Information is necessary for our legitimate interest. In such cases also, confidentiality of such information is maintained.

12. ITC Hotels Limited assures you that in the event of your Personal Information being shared by ITC Hotels Limited with its subsidiaries, associate companies, group companies, affiliates,  business associates, third party service providers such  as those engaged for website/app hosting, development and maintenance, processing of payments, customer services and feedback, order fulfilment, research and analytics, digital storage, IT and related infrastructure, marketing, reservation, loyalty programs etc., such sharing of information shall be for the purpose of doing the intended business with you. You hereby grant your consent to ITC Hotels Limited to share such information with aforesaid entities.

13. We may further disclose your Personal Information:

a)  To the extent that we are required to do so by law;

b)  In connection with any ongoing or prospective legal proceedings;

c)  In order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention and reducing credit risk;

d)  To the purchaser or prospective purchaser or successor in interest of whole or part of any business or asset that we are or are contemplating selling;

14. While using the Website, app or other systems, there may be certain links which may direct you to other websites or applications not operated/maintained by ITC Hotels Limited (“Third Party Site”). The manner in which Your information is collected, received, stored, processed, disclosed, transferred, dealt with and handled by such Third-Party Site(s) is governed by the terms and conditions and privacy policy of the respective Third-Party Site(s). We urge you to acquaint yourself with the terms and conditions and privacy policy of every such Third-Party Site.

15. ITC Hotels Limited shall not be responsible in any manner whatsoever for any violation or misuse of your Personal Information by unauthorised persons consequent to misuse of the internet environment.

16. Unless stated otherwise, we store and process your Personal Information in India. There will, however, be occasions when we need to transfer your Personal Information outside India in order to enable us to use the information in accordance with this Policy.

17. Such transfer of information may be to a country which does or does not provide the same level of data protection as in India. In these circumstances we will take appropriate steps to ensure that your Information is adequately protected. Typically, such steps include carrying out data security reviews of any recipients and putting in place contracts with such recipients to ensure they employ the same or similar appropriate technical and organisational measures as us, so that your Personal Information is adequately protected.

18. Rights of access to and correction of Personal Information- You may write to us at any time to request for a copy of your data including purpose, categories of data processed, recipients, period for which data will be retained. You may write to us at any time to request for amendments to certain information that you consider to be incorrect or irrelevant or to access Personal Information already provided by you to us.

19. Right of deletion/erasure- You may at any time ask us to delete your Personal Information. Please note that after deleting the Information, we may not be able to provide the same level of services to you as we will not be aware of your preferences.

20. Right of withdrawal of consent- You may at any time revoke or withdraw your consent to provide your Personal Information to us by using the applicable contact details set out at the end of this Policy. However, such action may render it impossible for us to assist you any further.

21. Right of portability- You have the right to receive a subset of Personal Information we collect from you in a structured, commonly used and machine-readable format and a right to request that we transfer such Information to another party. If you wish for us to transfer the Personal Information to another party, please ensure you provide details of that party and note that we can only do so where it is legally, contractually and technically feasible.

22. Right to restrict processing of your Personal Information- In certain circumstances, you have a right to ask us to stop processing your Personal Information other than for storage purposes. However, please note that even if we stop processing your Personal Information, we may use it again if there are valid grounds under applicable laws for us to do so [e.g. for the defence of legal claims or for another’s protection].

You may ask us to stop processing your Personal Information and just store it with us in the following cases:

a)  Where your Personal Information is not accurate. In such a case you can ask us to stop processing your Personal Information for the duration it takes us to verify whether the Information is accurate;

b)  Where we wish to erase your Personal Information as the processing we are doing is unlawful but you want us to store the Information instead;

c)  Where we wish to erase the Personal Information as it is no longer necessary for our purposes but you require it to be stored for the establishment, exercise or defence of legal claims; or

d)  Where you have objected to our processing of your Personal Information on the basis of our legitimate interest and during the duration it takes us to determine whether there is an overriding interest for us to retain such Personal Information.

We are not responsible for the security of the information, its transmission or its processing once received by the third party. We also may not provide you with certain information if providing it would interfere with another’s rights [e.g. where providing the information we hold about you would reveal information about another person].

23. Right of objection- You have the right to object to our processing of your Personal Information which is used to send you promotions, special offers, marketing messages and any automated decision making (if any).  You may also object to the processing of your Information on the basis of our legitimate interest and your objection to such processing.

24. In case of no or unsatisfactory resolution of grievance, you have the right to lodge complaint with the relevant authority.

25.  If you no longer wish to receive marketing-related communications, you can unsubscribe by following the instructions below:

26. Club ITC members:  Can manage the marketing communication preferences across different channels (email, SMS, WhatsApp, and mobile push notifications) by signing into their account on our website/ mobile app and going to the “Communication Preferences” section.

27. Non-members: If you have provided us your email address to receive marketing communications, you can manage the marketing communication preferences across various channels (such as email, SMS, WhatsApp, and mobile push notifications) by following the instructions provided on the “Communication Preferences” link included at the bottom of our emails. Alternatively, WhatsApp messages can be unsubscribed by replying with “STOP” and SMS messages by using Do Not Disturb (DND) services provided by your Mobile Operator.

Note: Even if you choose to opt-out of marketing-related communications, we will continue to send you transactional messages (e.g., OTP, account updates, membership tier updates, reservations information, pre-arrival emails, etc.)

ITC Hotels Limited reserves its right to revise this Privacy Policy from time to time at its sole discretion. Such policy will be available on the ITC Hotels Limited's Website, App or at the hotel. You should check our website and mobile application frequently to see recent changes. The updated version will be effective as soon as it is accessible. We encourage you to review this Privacy Policy frequently to be informed of how we are protecting your information.

You may contact us for any feedback, complaint or grievance at the following contact details:

Email Id: grievanceofficer@itchotels.com

Phone No: 1-800-419-6444

9AM - 5PM (on all working days)

ITC Hotels Limited is a company registered in India under Companies Act 2013, having its registered office at 37 J.L Nehru Road, Kolkata – 700071, India and its corporate office at ITC Green Centre, Plot No. 10, Industrial Area, Sector 32, Gurugram - 122001, India (referred to as "ITC Hotels", "we" or "us" in this Terms and Conditions).

This page provides information about the legal terms and conditions (“Terms and Conditions”) applicable to your (“you”, “your” or “User”) purchase of products from ITC Hotels’ Sleeep Boutique stores across India (“Products”) on the ITC Hotels mobile application and/or ITC Hotels website www.itchotels.com (collectively referred to as the “Platform”).

By accessing, browsing, using, registering with, or placing an order on the Platform, you confirm that you have read, understood and you expressly agree to be bound by these Terms and Conditions.

Please note that we may from time to time change these Terms and Conditions that govern your purchase of the Products on the Platform. Further, please note that we reserve the right to either change the format and the content of the Platform or suspend the operation of the Platform for support or maintenance work, in order to update the content or for any other reason, at any time.

By accepting these Terms and Conditions, you affirm that you are 18 (eighteen) years of age or above and are fully competent to enter into these Terms and Conditions, and to abide by and comply with these Terms and Conditions. In the event we are made aware that a user is under the age of 18 years and is using/browsing the Platform without the supervision of his/her parent or legal guardian, we reserve the right to deactivate such user’s account without further notice.

In order to purchase Products on the Platform, you will have to register on the Platform. Registration is a one-time process. You will be eligible to further access and avail the services after filling in the necessary form(s) and after providing the necessary details as may be required by us at the time of your registration.

You are solely authorized to operate the account created by you. Consequently, it is your responsibility to maintain the confidentiality of the log in credentials of your account on the Platform and for restricting access to your computer/mobile/other similar devices to prevent unauthorized access to your account. You shall remain solely liable for all the actions undertaken through your account.

We authorize you to view and access the Platform solely for identifying Products, carrying out purchases of Products and processing returns and refunds, in accordance with Terms and Conditions. We therefore, grant you a limited, revocable, non-exclusive and non-transferable permission to access and use the Platform for the aforesaid purpose.

You will use the Platform for lawful purposes only and will not use it in a way that infringes the rights of anyone else or that restricts or inhibits anyone else's enjoyment of the Platform. You will not undertake any activity that is harmful to the Platform or its content or otherwise not envisaged through the Platform. You have a limited license to access and use the Platform, solely for the purpose of availing the services and purchasing the Products offered on it, subject to these Terms and Conditions.

We reserve the right to enlist select Products for sale on the Platform. Image(s) of the Products depicted on the Platform are for representation purposes only.

We reserve the right to modify or discontinue a Product (or any part or content thereof) without notice at any time. We shall not be liable to You or any third party for any modification, price change, suspension or discontinuance.

We reserve the right to change the product specification(s) without prior notice or liability in view of continuous improvisation.

Whilst we try to display the colors of our Products accurately on the Platform, the actual colors you see will depend on your device screen and we cannot guarantee that your screen’s display of any color will accurately reflect the color of the Product on delivery.

All prices are displayed and listed in Indian Rupees (INR). Price, as displayed, is inclusive of all applicable taxes and exclusive of any delivery charges.

We may from time to time offer promotions, discount codes, gifts and other offers. Such offers are valid only for the period specified in connection with such offers and on the terms directly associated with them. Offers cannot be combined with other discounts unless expressly stated otherwise on the Platform. You need to fill in the discount code for the offer before completing the purchase in order to use the offer.

All Products listed on the Platform are subject to availability. Placing a Product in your shopping cart does not reserve availability of the Product.

We will notify you by email and/or mobile/or app notification confirming receipt of your order and containing the details of your order as soon as possible to acknowledge that we have received and are processing your order. Please note that completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us. Our acceptance of your order will take place only when we ship or dispatch the product(s) that you order from us. We reserve the right, at our sole discretion, prior to dispatch of the product(s), to decline or refuse or cancel an order for any reason whatsoever, including legal and regulatory reasons.

If we cannot supply you with the Product you ordered, whether fully or partially, for any reasons whatsoever including on account of any Force Majeure event as defined under these Terms and Conditions, we will not process your order, to the extent we cannot supply the same, inform you of this in writing (including email) and, if you have already paid for the Product, refund you for the part of the order so cancelled, in full as per the terms of the Order Cancellation, Return and Refund of Orders herein.

You can pay for the Products using any one of the following payment options as set out below. You acknowledge and agree that we may use certain third-party vendors and service providers, including payment gateways, to process payments and manage payment card information. Depending on the payment method you choose, additional costs and terms may apply.

1. Credit card or debit card

You can enter your payment details at the time you place your order using a valid credit or debit card (AMEX, VISA, Mastercard, Rupay or such other option(s) as may be offered on the Platform). The applicable amount will immediately be debited from your card. ITC Hotels reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

2. UPI

You may choose to pay for your order with UPI. The order value will be debited from the associated bank account when you have placed your order at the checkout page.

3. Net Banking

You may choose to pay for your order via net banking. The order value will be debited from the associated bank account when you have placed your order at the checkout page.

4. Third-party Wallet

You may choose to pay for your order via third-party wallet available within payment methods. The order value will be debited from your wallet when you have placed your order at the checkout page, subject to your wallet maintaining sufficient funds.

Payment transaction will not be processed until the correct payment information is provided by the User.

5. Green Points

You may choose to pay for your order, in part or full by redeeming your Green Points as a result of you being a member of any of ITC Hotels’ loyalty programs. Please see https://www.itchotels.com/in/en/clubitc/terms for detailed terms and conditions pertaining to redemption of Green Points for purchase of Sleeep products.

You will receive your receipt/tax invoice in the order delivered e-mail as well as in the order package delivered to you.

ITC Hotels shall not be held responsible and shall not assume any liability in respect of any loss or damage suffered by a User owing to:

• lack of authorization for any transaction, including such transactions carried out on gift cards and vouchers issued to User(s) as a part of ITC Hotels’ promotions.
• payment card or bank account or third-party wallet not containing sufficient funds to complete the transaction.
• exceeding of the credit/debit limit mutually agreed between the User and the issuing bank.
• any payment issue arising out of technical glitches occurring during a transaction.
• incorrect payment details are entered.
• card being blocked, or card details no longer being valid or requiring updation.
• the payments page is accidentally closed or refreshed, or backspace is pressed while the transaction is being processed by your bank.
• card or bank or issuer is not recognized by us.
• incorrect login or password details are entered.
• circumstances beyond our control (such as, but not limited to, power outages, interruptions of cellular service, or any other interferences from an outside force) prevent the execution of the transaction.
• Decline of transaction for any other reason/s.

If you face any of the above payment issues, try placing the order again in a short while or contact your bank or issuer for technical assistance. We are not liable for any loss or inconvenience caused to you when making payment or for any wrongful debits to your cards / wallet or net banking accounts.

You understand, accept and agree that the payment facility provided by ITC Hotels is neither a banking nor financial service and that all payments made by you using the above payment methods will be processed using a payment gateway or appropriate payment system infrastructure and the same is governed by a separate set of terms and conditions agreed between you and the respective issuing bank and payment instrument issuing company.

The service is provided using the payment service provider through a secure website. However, you acknowledge that your personal information, including without limitation card information, transmitted over the internet may be susceptible to interception, misuse, hacking, theft and/ or fraud.

We do not retain any information concerning the card except for the type of card, the last four digits, expiration date, name, and address. You are requested to see our Terms to see how your personal information in this regard will be used and stored.

The payment service provider may retain additional information concerning you and your card. Use of the information by the payment service provider and its contact details can be accessed at the time of check-out under the payment service provider’s privacy policy.

• Cancellation:

An order once placed and confirmed by the User, it cannot be cancelled by the User.

• Return of Products and Refund:

Products once delivered are not returnable or exchangeable.

Return will only be processed if: (i) Product is damaged or defective; (ii) parts of the Product or accessory is missing; or (iii) the Product ordered is different from what was ordered basis the product description provided on the Platform. For any such issue you need to intimate customer service team within 48 hours of delivery of your order (“Return Period”).

Return can be done within 48 hours of delivery. The return can be done by writing to Sleeep@itchotels.in, contacting the Sleeep Concierge on 1-800-419-6444 or at the nearest Sleeep Boutique. The refund will be processed to the original mode of payment.

You shall keep the Product in its unused, original condition, along with the original invoice/ sale receipt, MRP and Product tags attached, and original accessories (if any) in original packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms mentioned herein. Our Logistics Partner will usually pick up the Product from you within 5 days of initiating return.

Upon receiving your return request, we shall verify the authenticity and the nature of the request. If the request appears to be acceptable under these terms and conditions, we will process a refund upon the receipt of the product and quality check performed by us.

It will take a minimum of 5 to 10 business days to process your request for return of products.

You agree that we will not accept the return of any Product if you fail to request return/register a complaint in relation to a Product within the Return Period. Any damage to the Product caused by your improper use or safekeeping of the Product, or any modification or change to the Product by you or a third party or any depreciation in the value for other reasons will not deem such Product non-returnable. Any decision by us in this regard shall be final and binding.

We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions. Further, we will not be under any obligation to process return or refund for Products which are visibly tampered with post-delivery to the customer or where the product returned is not the Product against which return is being sought.

• Refund in case of Cancellation or Return

At the time of raising a request for return of the Product(s) on the Platform, you may seek refund for the Product. Such refund will be made to you only in the event the payment has been received by us for the Product.

Please be informed that when you opt to return the Product(s), upon our verification and assessment of the Product(s) and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms mentioned herein, will be processed within a period of 14 business days from the date of us verifying the defect in the Product. Business days for the purpose of this Policy shall mean days except weekends and any national or gazetted holidays.

We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under the terms mentioned herein on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.

We do not make any cash refunds. The refund amount will be credited to the original payment mode opted by you or the wallet (defined below), as may be chosen by you. In case of cash on delivery transactions, amount will be refunded to the User designated bank account held under the User’s name provided to us by you prior to processing the refund. In case of payment by Green Points, refund will be made as loyalty point credit in your account. In case you have used any voucher/ coupons/ codes while placing the order, the same shall no longer be reusable and no refund or other claim against the same shall be processed by us.

You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider’s terms and conditions.

Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may, in our sole discretion, refund the shipping charges to you.

In order to assist the User(s) in identifying the Products of their choice, we provide visual representations on the Platform including graphics, illustrations, photographs, images, videos, charts, screenshots, infographics and other visual aids. While reasonable efforts are made to provide accurate visual representation, we disclaim any guarantee or warranty of exactness of such visual representation or description of the Product, with the actual Product ultimately delivered to users. The appearance of the Product when delivered may vary for various reasons.

THIS PLATFORM AND THE PRODUCTS ARE PROVIDED TO YOU ON AN “AS IS” AND “WHERE-IS” BASIS, WITHOUT ANY REPRESENTATIONS OR WARRANTIES. WE, FOR OURSELF AND ANY THIRD-PARTY PROVIDING MATERIALS, SERVICES, OR CONTENT TO THE PLATFORM, MAKE NO REPRESENTATIONS OR WARRANTIES, EITHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT OF THIRD-PARTY RIGHTS, WITH RESPECT TO THE PLATFORM, THE INFORMATION OR ANY PRODUCTS OR SERVICES TO WHICH THE INFORMATION REFERS. WE WILL NOT BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DAMAGES OF ANY KIND, INCLUDING BUT NOT LIMITED TO, DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, ARISING FROM OR CONNECTED WITH THE SITE, INCLUDING BUT NOT LIMITED TO, YOUR USE OF THIS SITE OR YOUR INABILITY TO USE THE SITE, EVEN IF WE HAVE PREVIOUSLY BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

You agree to indemnify, defend and hold harmless us, our affiliates, officers, directors, employees, consultants, licensors, agents, and representatives from and against any and all third- party claims, losses, liabilities, damages, and/or costs (including reasonable attorney fees and costs) arising from your access to or use of the Platform or the services, violation of these Terms and Conditions, or infringement of any of our or any third-party intellectual property or other rights. We will notify you promptly of any such claim, loss, liability, or demand, and in addition to the foregoing, you agree to provide us with reasonable assistance, at your expense, in defending any such claim, loss, liability, damage, or cost.

Our liability shall be limited to and not exceed the value of the Product, excluding any liability that cannot be limited by law.

We reserve the right to update or amend these Terms and Conditions from time to time to comply with law or to meet our changing business requirements without prior notification. Any updates or amendments will be posted on the Platform. Your relationship with the Platform will be governed by the most current version of these Terms and Conditions, as published on the Platform.

You may not assign or sub-contract any of your rights or obligations under these Terms and Conditions to any third party unless we agree in writing.

We may assign, transfer or sub-contract any of our rights or obligations under these Terms and Conditions to any third party at our discretion.

No relaxation or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as waiver of that right or remedy nor shall affect our ability to subsequently exercise that right or remedy. Any waiver must be agreed by us in writing.

Whenever possible, each section of these Terms and Conditions shall be interpreted in a manner so as to be valid under applicable law. However, if any of these Terms and Conditions are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, such Terms and Conditions shall be ineffective only to the extent of such prohibition or invalidity, without invalidating the remainder of such Terms and Conditions and the rest of these Terms and Conditions shall remain in full force and effect.

These Terms and Conditions set out the entire agreement between you and us and supersede any and all prior terms, conditions, warranties and/or representations to the fullest extent permitted by law.

All notices and communications shall be in writing, in English and shall be deemed given if delivered personally or by commercial messenger or courier service, or mailed by registered or certified mail (return receipt requested) or sent by email, with due acknowledgment or complete transmission to the following address:

Postal Address: ITC Green Centre, Sector 32, Plot no. 10, Industrial Area, Gurugram - 122001

Email ID: sleeep@itchotels.in

Complaints:

If your complaint is about a Product, our Platform or anything else, you may reach our customer care, at the address /phone number detailed below.

In the unlikely event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the Grievance Officer.

Customer Care:

By email: sleeep@itchotels.in

By phone: 1-800-419-6444

Timings: Monday to Saturday 0900 to 1700 hours, excluding gazetted holidays.

By post:

Corporate Office: ITC Green Centre, Sector 32, Plot no. 10, Industrial Area, Gurugram – 122001,

Registered Office: 37 J.L Nehru Road, Kolkata - 700071

Grievance Officer:

Name: Mr. Vikram Singh

Designation: Grievance Officer

Email Address: grievance.officer@itchotels.in

Phone No: 1-800-419-6444

Mailing Address: C/O ITC Hotels Limited, ITC Green Centre, Sector 32, Plot no. 10, Industrial Area, Gurugram - 122001

Timings: Monday to Saturday 0900 to 1700 hours, excluding gazetted holidays.

Notwithstanding anything contained in these Terms and Conditions or elsewhere, we shall not be held responsible for any delay, loss, damage or failure to comply with the obligations, if such loss, damage, delay or failure arises due to any cause which is beyond our reasonable control and is attributable to a Force Majeure Event. A "Force Majeure Event" means any event that is beyond the reasonable control of ITC Hotels and includes, without limitation, pandemic, epidemic, fire, flood, explosion, acts of God, civil commotion, strikes, lock outs or industrial action of any kind, riots, insurrection, war, acts of government, power failure, sabotage, computer hacking, unauthorized access to computer data and storage device, system failure, virus, attacks, bugs, computer crashes, breach of security and encryption.

Any matter that arises out of your use of the Platform shall be governed by Indian laws as applicable and any disputes regarding or arising out of these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts at Gurgaon.