In the event you receive a damaged / defective product / services or a product / service that does not comply with the specifications as per your original order, you are required to get in touch with the customer service team.
Upon receiving your complaint, MindEscapes® shall verify the authenticity and the nature of the complaint. If MindEscapes® is convinced that the complaint is genuine, MindEscapes® will take further actions. However, in the event of frivolous and unjustified complaints regarding the quality and content of the products / services, MindEscapes® reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by MindEscapes® in this regard.
Before accepting shipment of any product / services, kindly ensure that all the details are correct. If you observe that there is any deviation in the order, request you to refuse to accept delivery and inform MindEscapes® at the earliest. The return process of the product may be restricted by MindEscapes® depending on the nature and category of the product / services.
Please notify MindEscapes® of receipt of a damaged / defective product / service within 24-hours of delivery to you. If you are unable to do so within 24-hours, MindEscapes® / Merchant / manufacturer /service provider shall not be held liable for the failure to replace the order.
MindEscapes® will arrange pick-up of the damaged / defective product / service through its own logistics partner. In the event MindEscapes® is unable to do so, MindEscapes® will notify you regarding the same and you will be required to dispatch the product using a reputed courier in your respective area within one (1) day from receipt of such notice. Courier freight charges will be reimbursed in such form as is determined by the logistics team upon prior consultation with MindEscapes®.
The returned products / services are subject to verification and checks by MindEscapes® in order to determine the legitimacy of the complaint / return.
In the event the return of a product is duly accepted by MindEscapes®, the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, will be refunded to you. Refund will be processed based on the mode of payment and MindEscapes® will credit your refunds directly into customer bank account.
MindEscapes® offers hassle-free returns to simplify returns for buyers and sellers. The cost of return shipping for an item that is not as described is the seller's responsibility. You also authorize MindEscapes® to place the return shipping label costs on your invoice, subject to your automatic payment method on file.
You can cancel your order online before the product / services has been delivered. Your entire order amount will be refunded.
In case the product / service you have ordered has been processed / shipped but has not yet been delivered to you, you may still cancel the order online. Your refund will be processed once we receive the complete information and after deducting the applicable charges.
Unfortunately, an order cannot be cancelled once the product / service item has been delivered to you.
In order to cancel an item in your order:
Log into your MindEscapes®, account and go to the 'My Orders' page
Identify the item you want to cancel and click on the corresponding "cancel"
In the detailed order page, you will see 'Cancel' links against each of the items in that order
Click on the 'Cancel' link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation
Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible
Once you request the cancellation of product / service in your order, it will take us a maximum of 1-2 business days to cancel the order and initiate a refund after deducting applicable charges. You will be notified of the same by email.
However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by MindEscapes®.
In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.
Back to Source - In this case, the money will be refunded back to the payment mode / account that was originally used to make the transaction.
Once you have requested the cancellation of item(s) in your order, MindEscapes® will complete the cancellation and initiate the refund, depending on your preference.
Use of Information: We may share your telephone numbers with our service providers (such as billing or collections companies) who we have contracted with to assist us in pursuing our rights or performing our obligations under the User Agreement, our policies, or any other agreement we may have with you. These service providers may also contact you using autodialled or pre-recorded messages calls and/or SMS or other text messages, only as authorized by us to carry out the purposes we have identified above, and not for their own purposes.
By accepting the terms and conditions the you accept that MindEscapes® may send the alerts to the mobile phone number/ email provided by you while registering for the Service or to any such number replaced and informed by you.
MindEscapes® strongly believes in a sincere and transparent approach to its customers. You trust and love us and we would never put growth before trust. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review and redressal. The self-review will be of help in identifying shortcomings in the product features and service delivery. If you're disappointed, then at some point in time we've not done a great enough job.
MindEscapes's policy on grievance redressal follows the under noted principles.
Our users are to be treated fairly at all times.
Complaints or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.
Users are informed about the channels to escalate their complaints, concerns and grievances within MindEscapes® and their rights if they are not satisfied with the resolution of their complaints.
MindEscapes® will take care of all complaints efficiently and fairly as they value each customer.
All employees at MindEscapes® must work in good faith and without prejudice to the interests of the users
We understand that customer grievances can happen due to multiple reasons. It can be because of the gap between the promised service levels and the service levels actually offered. Since we are dealing with humans, a lot of grievances can arise due to the attitudinal and the way communication gets done. It can also happen due to the actual errors across the system.
Users have complete authority to file a complaint / share feedback if they are disappointed by services rendered by MindEscapes®. They can give their complaint / feedback in writing, email, or on MindEscapes®. If user's dilemma is not resolved within the given time or if they are not satisfied with the solution provided by MindEscapes®, they can approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal.
In order to make MindEscapes®, redressal channels more meaningful and effective, a structured system has been put in place. This system will ensure that the complaints are redressed seamlessly and well within the stipulated timeframe.
Awareness of Grievance Redressal System
At MindEscapes® the customer's experience is what we deliberate and focus on. This is why we listen and take the time to know our customers and take their concerns seriously. Going skin-deep to analyse and scrutinize, how you would feel from the time you step-in to MindEscapes® till the time you're done, helps us evolve and enhance our services. If a customer has found our experience simple and incredible, we know we are doing something worthy. However, when a user is concerned or has complaints, we do everything we can to fix it and make it right.
Sensitizing staff on handling complaints
Our staff undergoes regular training to ensure that consumers queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the customer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the consumer queries are analysed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.
How to reach MindEscapes®
We recommend that customer sends us a query/grievance by logging in his MindEscapes® account and using the 'Help and Support' section. It is also recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.
Estimated time taken to address your queries, concerns, complaints
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same.
Here are the estimated timelines at various levels of queries/escalations
Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.
These terms and conditions apply to all bedroom bookings for MindEscapes, whether made via our website, booking portals, travel agents by email, over the telephone or at reception or otherwise. They contain important information about your stay and we kindly ask that you read these carefully. If there is anything you would like to discuss regarding your booking or these terms and conditions, please don't hesitate to contact us.
Your booking will not be complete until you receive a confirmation number from us, at which point a contract will come into existence between you and us.
We require credit or debit card or a full bank transfer details from you to confirm your booking. Where you have reserved a 'Prepaid' room your card will be charged a deposit equivalent to the full stay rate when you make your reservation. Where you have made any other type of reservation, your card will be charged according to the terms of the rate policy unless one of the events specified below occurs, for example if you cancel your booking after the allotted time. For more details of how we will process your personal data and credit or debit card details for your reservation please see our privacy policy and the details set out on our booking engine.
Your booking will not be complete until you receive a confirmation number from us, at which point a contract will come into existence between you and us.
Your reservation does not include the flexibility to cancel your reservation. If you wish to make a change to your booking, please contact us using the details listed in the 'Contact Us' section or you can amend your booking via the booking engine on our website. We will let you know if the change is possible and will send you a confirmation email if the change is accepted and update you with a revised cost if applicable. Please note : If we receive your request for a change by no later than 14 days prior to your arrival, we will not be able to change your booking request. Any Change request we receive after the applicable Change Deadline will be subject to a fee equivalent to the total cost of the stay in the room you had booked, including any GST/applicable taxes in relation to that room charge. This Change fee will be charged to the card details you supplied to us at the time of making your booking. This change fee will also apply if you fail to arrive for your stay at MindEscapes, and a prepaid reservation will incur the entire stay charge.
If you wish to change your booking, please contact us by using the information provided in the 'Contact Us' section.
Unless otherwise agreed or as set out below, the check-in time is 12 pm and we kindly ask that all guests depart by no later than midday.
In the interests of security and the prevention of fraud, and as per rules , we ask you to confirm your identity by providing your passport, driving licence or other form of photo ID upon arrival.
Please note that all guests under the age of 18 must be accompanied by adults during their stay. We reserve the right to refuse entry to MindEscapes to anyone who is under the age of 18.
The price of your stay will be the price indicated when you make your reservation via the website, booking engines or otherwise as communicated to you if you place your booking by telephone or email. Please check the price in your confirmation email. We may ask to take a credit card pre-authorisation at MindEscapes All charges incurred during your stay, for example food and beverage charges and any room charges which you have not paid for in advance, must be settled when checking out. You will have the option to provide a different method of payment should you wish. Please let us know before you depart if you notice any abnormalities in any charges that have been assigned to your room.
During your stay, we ask that you comply with our Club Rules.
The images of our rooms and facilities on our website are for illustrative purposes only. Each part of MindEscapes is slightly different and your room or the facilities you use during your stay may vary slightly from those images. Your reservation is for a particular type of room and, whilst we will try to accommodate specific room requests, unfortunately we cannot guarantee that you will be able to stay in a specific room during your stay.
MindEscapes® offers many options for food and drink, including room service. Bringing any outside food or beverages, unless medically necessary, is not permitted.
All guests are asked to respect our other guests and nearby residents when in their room, hallways, any other premises of the hotel or while in the surrounding area.
Guests must report any accident or injury they or their guests may have whilst on the premises immediately to a member of management and in any event, within 24 hours of the incident. This information is needed in order to comply with health and safety obligations and for insurance purposes.
We kindly ask that you respect our other guests and refrain from any improper, violent or abusive behaviour and any illegal conduct at all times during your stay. We reserve the right to ask you to leave the premises and cancel the remainder of your stay (the cost of which will be charged to the card you have used to secure your booking) in the event that you fail to respect this policy.
We kindly ask that all guests respect MindEscapes® rooms and facilities. In the event that there is any damage to the room(s) during your stay or if any items are missing from your room(s) upon your departure, we reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of such damage and/or missing items.
Use of areas or facilities available at MindEscapes® is entirely at your own risk. When using any equipment and facilities available at MindEscapes®, you must take care to safeguard your own health and safety and that of other people, and you will be solely responsible for any loss or injury that you cause to yourself, other persons or to the equipment or facilities to the extent that it is caused through your unsafe or improper use of the equipment or facilities (including your use of them whilst under the influence of alcohol or medication) or your failure to advise MindEscapes® staff of a medical condition relevant to your use of the equipment or facilities.
We provide a safe in each room for the storage of personal items and all reasonable efforts are made to provide a secure hotel environment. Nevertheless, the risk of theft, damage or loss of our guests' personal possessions cannot be eliminated entirely and we strongly advise you against bringing valuable items such as jewellery or large amounts of cash to MindEscapes®. Management reserves the right, in its sole discretion, to refuse to store any personal property of guests.
We shall not be liable to any guest for any loss, damage or injury suffered by our guests or to their property. However, this does not exclude or limit in any way our liability where it would be unlawful to do so, and which includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors) and for fraud or fraudulent misrepresentation.
We will use the personal information you provide to us in accordance with our Privacy Policy.
All guests shall not use the names, logos, colours, trademarks, service marks, photographs, trade dress, or other identifying features of MindEscapes (the 'MindEscapes Marks') without obtaining our specific prior written approval as to the specific use.
Guests expressly recognise that the MindEscapes Marks are the valid, unique and exclusive property of MindEscapes, its parent, affiliates and/or subsidiaries. Guests may not produce or create, or authorise others to produce or create, the MindEscapes Marks for any purpose whatsoever, including, but not limited to, in any communications, marketing, advertising or other promotional materials (including, but not limited to, brochures, flyers, invitations, and email messages) that utilise the MindEscapes Marks without our prior written consent.
MindEscapes will not be responsible and will not pay any compensation where we are preventing or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to flood, pandemic, epidemic, a public health emergency, a governmental, regulatory authority, federal and or state mandated closure, earthquake, mechanical breakdown, IT failure, fire, adverse weather conditions, acts of terrorism, gas, water or other utilities.
We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
These terms are governed by Indian law and the courts of Bangalore.