Terms & Conditions

These Terms & Conditions ("Terms") apply when you use Flotr. Flotr is operated by Flotr travel tech, H. No. 3-11-89, Bukkalguda, Nizamoddin Road, Shahaganj, Aurangabad, Maharashtra 431001, India ("Flotr", "we", "us"). By creating an account or booking a trip, you agree to these Terms, to our Privacy Policy and to our Cancellation & Refund Policy.

Services covered

• Flotr, the app for travellers (Android package: ai.flotr.flotr)
• Flotr Partner, the app for travel agencies (Android package: com.flotr.agency), and the Flotr agency portal
• The website flotr.ai

What Flotr is

• Flotr is a marketplace. Travel agencies list group trips on Flotr, and travellers discover, book and pay for them in the Flotr app.
• The agency runs the trip. Transport, stays, food, guides, permits and the safety of everyone on the departure are the agency's responsibility. Flotr is not the tour operator, and does not become one by taking your payment or issuing your ticket.
• Flotr reviews every agency before it can sell trips, and every trip before it appears in the app. An agency shows a "Verified business" badge only after Flotr has checked its PAN and business registration documents.
• A review by Flotr, or a badge, is not a guarantee of the quality of a trip.

If you run a travel agency

Agencies are also asked to accept the Flotr Partner Terms and the Agency Cancellation Policy in the Partner app or the agency portal. Those documents cover listing trips, taking bookings, getting paid and what happens when an agency cancels a departure. Where they differ from these Terms on the relationship between Flotr and an agency, the Partner Terms apply.

Your account

• You must be 18 or older to create an account or make a booking.
• In the Flotr app you sign in with your own mobile number, which we verify with a one-time code. Agency teams sign in to the Partner app and portal with the options shown there. Do not use someone else's number or account, or pretend to be someone else.
• Keep your details accurate and your phone secure. You are responsible for the bookings and messages made from your account.
• You can delete your account at any time. See Account Deletion.

Booking a trip

• The trip page shows the price, dates, itinerary, what is included and excluded, pickup points, any age limit or women-only rule, and the cancellation policy. Please read them before you pay.
• For each person travelling, you give their name, age and gender. Give correct details: a departure with a strict age limit, a women-only rule or a fixed mix of men and women refuses a booking that does not fit.
• A person under 18 can travel only on a booking made by their parent or legal guardian, and only if the trip's age limit allows it.
• Some trips ask you to confirm that you hold a valid licence for the vehicle you will ride, and to add a photo of it. Giving a false confirmation can lead to the agency refusing you the ride.
• Your seat is held once your payment goes through. The agency then accepts the booking. If the agency declines it, the full amount you paid through Flotr is refunded to your original payment method.
• Your e-ticket (a QR code) is in the app under Trips. Show it at the pickup point. See our Shipping, Delivery & Exchange Policy for how bookings are delivered and how date changes work.

Payments

• Prices are set by the agency. The amount to pay is shown before you pay.
• Payments in the Flotr app and through Flotr payment links are processed by Razorpay, using the methods shown at checkout, such as UPI, cards and net banking. Flotr does not store your card number or UPI PIN.
• Some trips let you hold a seat with a first payment and pay the rest in one or two more parts. The amount and due date of each part are shown before you pay, and again on the booking. Your e-ticket works once the full amount is paid. If a part is not paid by its due date, the booking is cancelled and the seat is released. Everything you paid so far is kept. If you cancel yourself before a due date, the cancellation policy shown on the trip applies to what you have paid so far. If an agency cancels the departure, you get back everything you paid through Flotr.
• Some trips let you pay the agency directly, for example at the pickup point. Money you pay an agency directly, and any refund of it, is between you and that agency.

Cancellations and refunds

You can ask to cancel a booking in the app. How much you get back depends on the cancellation policy shown on the trip and on how close to departure you cancel. If the agency cancels your departure, you get a full refund. Refunds are paid to your original payment method. The details are in our Cancellation & Refund Policy, which forms part of these Terms.

On the trip

• Follow the safety instructions of the agency and the captain, and respect your co-travellers.
• Features that help you reach your group or the agency, such as group chat, trip alerts or an SOS button, depend on phones, mobile signal and other people, and may not get through. Flotr is not an emergency service. In an emergency, call 112.
• Family link and your location: if you send your family link, your family can see your last location during the trip unless you turn it off. You decide who you send the link to. Flotr is not responsible for what the people you send it to do with it.
• Wake-up calls: a wake-up call for your trip is set by your trip captain or your agency. It rings on your phone at the set time, without internet or mobile network, until you press Stop. It depends on your phone's settings and permissions, and may not ring if the phone is off, in Do Not Disturb or restricted by its maker's battery settings. Set a second alarm if you cannot afford to be late.

Messages, photos and reviews

• You can message agencies and your trip group, share photos and videos to your trip's album, and review trips you have been on. Share only what you have the right to share.
• You may send voice messages and videos in your trip group. The same rules apply to them as to text and photos.
• Do not post anything unlawful, abusive, hateful, sexually explicit or misleading, and do not share other people's personal details without their permission.
• You keep ownership of what you post. You allow Flotr to store it and to show it to the people you shared it with: your trip group and the agency for chats and albums, and other people using Flotr for reviews.
• An agency may use your photos or videos from a trip in its marketing only if you allow it for that trip in the app. You can withdraw that permission at any time, but withdrawing cannot remove something already published.
• We remove abuse and personal details from reviews. We do not remove a review because it is unflattering, and we do not edit reviews.

What you must not do

• Give false information, or make bookings or payments you are not authorised to make.
• Harass, threaten or cheat agencies, travellers or Flotr staff.
• Interfere with Flotr's systems or security, or access them in ways we have not allowed.
• Copy, scrape or reverse engineer the apps or the website.

Suspension

We may pause or close an account, or remove content, that breaks these Terms or puts other people at risk. While an account is paused, you cannot book or message. We tell you the reason in plain words and how to ask us to look again. We keep what we need for existing bookings, refunds and legal duties.

Other people's data we show

Weather in the app comes from Apple Weather and MET Norway (licensed CC BY 4.0). Forecasts are estimates; check conditions with your trip lead before you go.

Liability

• Flotr is responsible for running the platform: listings, bookings, payments, refunds and payouts. The agency is responsible for the trip itself and for what happens on it.
• To the extent the law allows, Flotr is not liable for indirect or consequential loss, or for loss caused by events outside our reasonable control.
• Nothing in these Terms limits your rights under the Consumer Protection Act, 2019, or any liability that cannot be limited by law.

Complaints

If something has gone wrong with a booking, a refund, an agency or content on Flotr, contact us at team@flotr.ai, with your booking reference if you have one. If you are not satisfied with our answer, write to our Grievance Officer, whose details are in our Privacy Policy.

Governing law

These Terms are governed by the laws of India. Subject to any right you have to approach a consumer commission under consumer protection law, the courts at Mumbai, Maharashtra have jurisdiction.

Changes

We may update these Terms. The date at the top of this page shows when they last changed, and the current version is always available on this page and in the app.