Terms & Conditions
Effective Date: 5 September 2026
Welcome to Ohana Escape (“Ohana Escape”, “we”, “us”, or “our”). These Terms of Service govern your use of our website and the booking, accommodation, hospitality, recreational activities, events, and other services and products offered by Ohana Escape.
By accessing our website, making a booking, purchasing a service or product, or making a payment to Ohana Escape, you acknowledge that you have read, understood and agreed to these Terms of Service.
1. Services
Ohana Escape may provide:
* Resort and villa accommodation
* Room and stay bookings
* Food and hospitality services, where applicable
* Recreational activities and experiences
* Events and group bookings
* Resort-related products
* Sales of resort furniture and related products
* Other services or products specifically offered by Ohana Escape
The availability of facilities, activities and services may vary depending on weather, maintenance, operational requirements and other circumstances.
2. Booking and Confirmation
A booking is considered confirmed only after the required payment or advance payment has been successfully received and a booking confirmation has been issued by Ohana Escape.
Customers are responsible for providing accurate information, including their name, contact details, number of guests and booking dates.
Ohana Escape reserves the right to refuse or cancel a booking where there is a genuine operational, safety, legal or other reasonable basis for doing so.
3. Pricing and Payments
All prices displayed or communicated by Ohana Escape are subject to the applicable taxes, charges and terms specified at the time of booking.
Payments may be processed through third-party payment gateways, including Zoho Payments or other payment service providers.
Once a payment has been successfully made, customers should retain their payment confirmation or transaction reference for future communication.
4. Check-in and Check-out
The applicable check-in and check-out times will be communicated to the customer at the time of booking.
Early check-in and late check-out are subject to availability and may attract additional charges.
Guests must provide valid identification documents at check-in where required by applicable law.
5. Guest Responsibilities
Guests agree to:
* Provide accurate information during booking and check-in.
* Follow the reasonable rules and instructions of Ohana Escape.
* Maintain appropriate conduct on the property.
* Respect other guests, staff and neighbouring properties.
* Follow all safety instructions.
* Not use the property for unlawful or unauthorized activities.
* Not intentionally damage or misuse the property, furniture, equipment or facilities.
Any damage caused to Ohana Escape property due to negligence, misuse or intentional conduct may be recoverable from the responsible guest.
6. Occupancy and Additional Guests
The number of guests permitted in an accommodation shall be subject to the occupancy limits communicated at the time of booking.
Additional guests, meals, activities, beds or other services not included in the original booking may be subject to additional charges and availability.
7. Recreational Activities and Safety
Certain activities and facilities at Ohana Escape may involve inherent risks.
Guests are required to follow all safety instructions and use facilities responsibly.
Ohana Escape reserves the right to restrict, suspend or discontinue an activity or facility where weather conditions, maintenance, safety concerns, government directions or other circumstances make its operation unsuitable or unsafe.
8. Weather and Natural Conditions
Ohana Escape is located in a natural environment. Weather, rain, wind, fog and other natural conditions may affect outdoor facilities, activities, views and accessibility.
Photographs displayed on our website are intended to represent the property and its facilities, but actual conditions may vary depending on season, weather and other natural circumstances.
9. Furniture and Product Sales
Where Ohana Escape sells furniture or other physical products:
* Product specifications will be based on the applicable quotation, invoice or product description.
* Customized or made-to-order products may be subject to special terms.
* Delivery timelines may vary depending on production, transportation and other factors.
* Customers should inspect products upon delivery and promptly report any visible damage or defect.
* Warranty, repair, replacement or other applicable terms will be governed by the relevant quotation, invoice or warranty document.
10. Website Information
We make reasonable efforts to ensure that information, photographs, descriptions, prices and availability displayed on our website are accurate and up to date.
However, minor differences may occur between website photographs and the actual property, rooms, furniture, landscaping or surrounding environment.
11. Force Majeure
Ohana Escape shall not be responsible for delay, interruption or inability to provide services caused by circumstances beyond our reasonable control, including natural disasters, extreme weather, floods, fire, government restrictions, infrastructure failure, civil disturbances, epidemics or other unforeseen circumstances.
Where reasonably possible, Ohana Escape may provide an alternative booking date or other appropriate solution depending on the circumstances.
12. Cancellation and Refunds
All cancellations and refunds are governed by our Refund and Cancellation Policy, which forms an integral part of these Terms of Service.
13. Privacy
Personal information collected from customers will be handled in accordance with our applicable Privacy Policy.
14. Changes to Terms
Ohana Escape reserves the right to update or modify these Terms of Service from time to time.
The updated Terms will become effective when published on our website unless otherwise stated.
15. Governing Law
These Terms of Service shall be governed by and interpreted in accordance with the laws of India.
Any dispute shall be subject to the jurisdiction of the competent courts having jurisdiction over the location of Ohana Escape, subject to applicable law.
16. Contact Us
For bookings, questions, complaints or assistance regarding our services, customers may contact Ohana Escape through the contact details provided on our website.
REFUND & CANCELLATION POLICY
This Refund and Cancellation Policy applies to accommodation bookings, resort services, activities, events and physical products purchased from Ohana Escape.
By making a booking or payment, the customer acknowledges and agrees to this policy.
1. Accommodation Booking Cancellation
Cancellation more than 7 days before check-in
If a confirmed booking is cancelled more than 7 days before the scheduled check-in date, the customer will be eligible for a:
100% refund of the amount paid, excluding any non-refundable payment gateway, transaction or third-party charges, where applicable.
Cancellation 4–7 days before check-in
If a booking is cancelled 4 to 7 days before the scheduled check-in date, the customer will be eligible for a 50% refund of the amount paid.
Cancellation within 72 hours of check-in
Bookings cancelled within 72 hours of the scheduled check-in time will generally be Non-refundable.
No-show
If a customer does not arrive for the confirmed booking and has not cancelled the booking in accordance with this policy, the amount paid will generally be non-refundable.
2. Early Departure
Once a guest has checked in, voluntarily leaving before the scheduled departure date will not automatically entitle the guest to a refund for unused nights or services.
Any exception will be considered at the discretion of Ohana Escape based on the circumstances.
3. Modification of Booking Dates
Customers may request a change to their booking dates.
Date-change requests are subject to:
* Availability
* Applicable tariff differences
* Seasonal pricing
* Operational requirements
If the revised booking has a higher price, the customer will be required to pay the difference.
A lower tariff on the revised date does not automatically create a refund unless specifically approved by Ohana Escape.
4. Cancellation by Ohana Escape
If Ohana Escape is unable to provide the confirmed accommodation or service due to circumstances attributable to Ohana Escape, we may offer the customer:
* An alternative date, subject to availability; or
* A refund of the amount paid for the affected service.
The applicable option will depend on the circumstances.
5. Weather and Unforeseen Circumstances
Normal seasonal weather or rainfall does not automatically qualify a customer for a refund.
However, where severe weather, natural disaster, government restrictions, official orders or other circumstances make the property unsafe or prevent Ohana Escape from operating, Ohana Escape may provide an appropriate rescheduling or refund option, depending on the circumstances.
6. Activities and Facilities
If an individual activity or facility is unavailable due to weather, maintenance, safety concerns or circumstances beyond the reasonable control of Ohana Escape, the availability of a refund or alternative arrangement will depend on the specific service purchased and circumstances involved.
7. Furniture and Physical Products
For furniture and other physical products sold by Ohana Escape:
Before production/dispatch
Cancellation requests may be considered before production or dispatch, subject to the applicable order terms.
Customized or made-to-order furniture
Customized, specially manufactured or made-to-order furniture may not be cancellable once production has commenced, except where required by applicable law or otherwise agreed in writing.
Damaged or defective products
Customers should inspect products upon delivery and notify Ohana Escape promptly if a product is received damaged or defective.
Customers may be required to provide photographs, videos, delivery documentation or other reasonable evidence.
Where a manufacturing defect or delivery-related damage is established, Ohana Escape may provide an appropriate remedy, which may include repair, replacement or another remedy permitted under applicable law and the applicable order terms.
8. Refund Processing
Approved refunds will normally be processed to the original payment method used by the customer.
After Ohana Escape initiates the refund, the time taken for the amount to appear in the customer’s bank account, card or payment instrument may depend on the payment gateway, bank or card issuer.
9. Payment Gateway Charges
Where applicable, payment gateway, transaction or third-party processing charges already incurred may not be refundable to the extent permitted by applicable law and the relevant payment provider’s terms.
10. How to Request a Cancellation or Refund
Customers should contact Ohana Escape using the contact details provided on our website.
The request should include:
* Customer name
* Booking/order number
* Booking/order date
* Scheduled check-in or delivery date
* Reason for cancellation/refund
* Payment transaction reference, where available
Refund eligibility will be determined according to this policy and the applicable booking or order terms.
11. Refund Exceptions
Nothing in this policy is intended to limit or exclude any rights or remedies available to consumers under applicable Indian law.
Ohana Escape may consider exceptional circumstances on a case-by-case basis.
Thank You
OHANA ESCAPE