Terms & Policies

This Master Guest Terms of Service (the “Terms” or “Agreement”) constitutes a binding legal contract executed electronically by and between the individual booking an experiential social event through the Otli platform (hereinafter referred to as the “Guest”, “Attendee”, or “You”, which expression shall include your permitted co-guests and invitees) of the FIRST PART; and SCALETOPEAK CONSULTING, a partnership firm constituted under the Indian Partnership Act, 1932, operating under the brand name “Otli” (hereinafter referred to as the “Platform” or “Otli”) of the SECOND PART.

By accessing, browsing, creating an account, or booking any experiential social table event through Otli, You explicitly agree to be bound by these Terms. If You do not agree to these Terms, You must immediately cease all access to the Platform.

PART A — MASTER GUEST TERMS

1. Definitions & platform relationship

1.1 Definitions

• “Platform” or “Otli” means the mobile applications, websites, and digital interfaces owned and operated by ScaleToPeak Consulting.
• “Guest” or “Attendee” means the registered user who reserves a Seat for a culinary experience through the Platform.
• “Host” means the independent culinary creator who lists private, home-cooked dining experiences via the Platform.
• “Table” or “Listing” means the curated, home-based social dining event published by a Host on the Platform.
• “Booking” means the confirmed reservation of one or more Seats at a designated Table.
• “Seat” represents the individual reservation unit allocated to a singular Guest or their invited co-guest.
• “Convenience Fee” means the marketplace service fee charged by Otli to the Guest for facilitating discovery, identity verification, secure payment routing, and platform operations.
• “Points” means the promotional loyalty tokens issued by the Platform under the Otli Loyalty Program.
• “Otli Guest” or “Spotlight Guest” means a Guest who attends a Table by invitation directly extended by Otli (for example, in curated spotlight events), rather than via standard open listings.

1.2 Intermediary framework & separation of contracts

• Facilitation & discovery only. Otli operates strictly as a peer-to-peer digital discovery marketplace and technology infrastructure provider, and is an e-commerce marketplace intermediary under Section 79 of the Information Technology Act, 2000.
• Meal contract with Host. Otli does not prepare, package, handle, inventory, store, or supply food. Every Booking constitutes a direct, distinct legal transaction between the Guest and the Host. The contract for the supply of food and hospitality resides solely between the Guest and the Host; Otli facilitates discovery, booking, and payment.

2. Bookings, auto-approval & financial settlements

2.1 Listings and autonomous matching

The Platform uses an automated algorithm that matches and auto‑approves the reservation once the payment gateway successfully clears the event price, except where the Listing explicitly states that Host approval is required.

For certain restricted or spotlight Tables (including women‑only, invitation‑only or safety‑sensitive gatherings), the Platform may require manual Host approval before final confirmation, and this will be clearly disclosed in the Listing

2.2 Payments & event pricing

• Limited collection agency. All payments made by the Guest are routed through an integrated payment gateway (currently PayU). The Guest authorises Otli to collect funds as a limited payment collection agent on behalf of the Host.
• Event pricing and taxes. The payment at reservation covers the food elements and experiential presentation detailed in the Listing (“event price”). Where the Host is registered under GST and charges GST, such GST (if any) is included or disclosed in the price shown to the Guest; where the Host is unregistered and not legally required to charge GST, the event price may not include any indirect tax component, and Otli does not represent that GST invoices will be available for every booking.
• Certain payment methods or identity‑verification flows may differ for Guests based outside India or using international payment instruments, depending on payment‑gateway and banking rules. Such variations do not affect the Guest’s core booking, cancellation and refund rights under these Terms.

3. GST (Section 52 TCS) & income-tax TDS

3.1 GST & Section 52 TCS

Treatment depends on the Host’s GST registration status under the CGST Act, 2017:

• Registered Hosts (taxable supplies). Where a Host is registered under GST, supplies taxable services through Otli, and provides a valid GSTIN:
  • Otli collects consideration from Guests.
  • Otli retains its platform fee.
  • Otli collects Tax Collected at Source (TCS) at the rate prescribed under Section 52 of the CGST Act on the net value of taxable supplies made by that Host through Otli for which Otli collects the consideration, reports it in GSTR-8, and credits it to the Host’s GST electronic cash ledger, to be set off against the Host’s own GST liabilities.
• Unregistered / below-threshold Hosts. Where the Host operates below statutory registration thresholds and is not otherwise required to register:
  • Otli does not collect, report, or deposit GST output tax or TCS on the Host’s event value.
  • The Host remains solely responsible for monitoring turnover, obtaining registration when required, and accounting for any GST obligations.

Otli may update its GST/TCS treatment if tax law, notifications, or regulatory guidance change.

3.2 Section 194-O TDS

Otli is required by Indian tax law to deduct Tax Deducted at Source (TDS) on Host‑side earnings facilitated through the Platform. These statutory deductions apply between Otli and the Host and do not change what the Guest pays or how refunds are processed under these Terms.

4. FSSAI responsibilities & assistance

4.1 Host as FBO

Responsibility for food safety, kitchen hygiene, allergen disclosure, and ingredient sourcing sits with the Host, who operates as the Food Business Operator (FBO) under the Food Safety and Standards Act, 2006 and related regulations, to the extent applicable. Otli is not the FBO and does not independently inspect or certify Host kitchens. Any required food-business licences or registrations (including FSSAI) are the Host’s responsibility.

Hosts are also responsible for clearly disclosing ingredients that may carry religious or cultural sensitivities (for example, use of beef, pork, certain meats or animal‑derived ingredients in dishes that may otherwise appear vegetarian), and must not misrepresent the nature of the meal.

4.2 Limited assistance

Otli may provide guidance, templates, and routing support to help Hosts understand how to obtain appropriate FSSAI registration or licences (for example, Basic Registration for petty food businesses), particularly for new Hosts. This assistance is administrative only; Otli is not the Host’s compliance officer or agent, and the Host remains solely responsible for applying for, obtaining, and maintaining all relevant licences and hygiene protocols. Otli’s assistance does not constitute a warranty of any Host’s compliance status.

5. Local laws, property covenants & community rules

The Guest acknowledges that events take place in private dwellings or privately leased venues controlled by the Host; Otli does not own or control the premises. The Guest agrees to comply with Resident Welfare Association rules, Co-operative Housing Society bye-laws, and local zoning norms, and not to engage in activities that disturb neighbourhood peace or breach local law.

6. Non-alcoholic platform architecture & alcohol separation

Otli maintains a strict policy that:

• the Platform does not list, price, advertise, sell, or process payment for alcoholic beverages; and
• Listings must not include alcohol options, bar packages, or alcohol-specific pricing.

Otli does not endorse or promote alcohol consumption. If alcohol is nevertheless present at a gathering, it occurs entirely outside Otli’s contractual scope and payment flows, as private hospitality or BYOB between Hosts and Guests, subject strictly to applicable State Excise laws and the Host’s house rules. Otli does not monitor or mediate alcohol arrangements and disclaims excise-related liability.

7. Cancellation, refunds & performance

7.1 Guest-initiated cancellation (canonical tiers)

Relative to the scheduled start time of the event:

• Cancellation more than 3 days prior:
  • Seat Price: 100% refund to the Guest.
  • Convenience Fee: non-refundable; retained by Otli.
• Cancellation between 2 and 3 days prior:
  • Seat Price: 50% refund to the Guest; 50% allocated to the Host via payouts.
  • Convenience Fee: non-refundable; retained by Otli.
• Cancellation less than 2 days prior:
  • Seat Price: 0% refund; Seat Price payable to the Host.
  • Convenience Fee: non-refundable; retained by Otli.

Guest No-Show.If the Guest fails to arrive within the grace window stated in the Listing or FAQs:

• Seat Price: 0% refund; Seat Price payable to the Host.
• Convenience Fee: non-refundable; retained by Otli.

These tiers are the canonical cancellation/refund scheme and are mirrored in the Host Service Agreement and separate Cancellation Policy.

These cancellation tiers apply irrespective of when the Guest made the Booking or when the Host published the Listing; only the time remaining to the scheduled event start determines the applicable tier.

7.2 Host-initiated cancellation

If a Host cancels a confirmed event or materially fails to host it as promised:

• Seat Price: 100% refund to the Guest.
• Convenience Fee: 100% refund to the Guest (reversed by the Platform).

7.3 Threshold-based auto-cancellation

Each Listing specifies a minimum seat capacity (“Threshold”). If Bookings do not reach the Threshold by 24 hours before the event:

• the Table auto-cancels;
• Seat Price: 100% refund to all booked Guests;
• Convenience Fee: 100% refund to all booked Guests.

8. Guest code of conduct, address & data confidentiality

Guests must:

• behave respectfully toward Hosts and other Guests;
• comply with house rules (footwear, non-smoking zones, pet/child restrictions, room boundaries, timings);
• respect privacy and avoid recording or photographing Hosts, households, or Guests without explicit consent.

Host addresses and contact details are shared only after confirmation and solely to attend the specific event. Guests must not publish, misuse, or revisit the residence uninvited; uninvited returns or misuse of location data may be treated as serious breaches and escalated where appropriate.

9. Privacy, data security & DPDP

Otli acts as Data Fiduciary under the DPDP Act, 2023 for Guest data (account data, booking data, KYC data, etc.), and processes it only for legitimate purposes such as onboarding, identity verification, booking, payment, safety, and compliance.

Hosts receive limited Guest data as Data Processors and must:

• access Guest data only through Otli’s dashboard for the specific event;
• not export, copy, or transfer Guest data into external systems or personal messaging/contact lists;
• not use Guest data for off-platform solicitation or marketing.

Otli restricts Host access to Guest contact data to the period reasonably necessary to host the event and endeavours to remove or access-limit such data within a reasonable time after the event (typically around 48 hours). Any subsequent misuse or contact without legal basis or explicit consent is a material breach.

Guests retain DPDP rights of access, correction and grievance, as described in Otli’s Privacy Policy.

10. Reviews

Guests may post reviews and ratings that are honest, first-hand, and non-defamatory. Otli may, at its discretion, review, moderate, mask, or remove reviews that violate Platform guidelines or law (for example, hate speech, threats, privacy violations, or manipulation). Otli is not obliged to maintain a formal appeal process but may consider feedback case-by-case.

11. Media consent (opt-in)

During booking/checkout, Guests may see an unticked opt-in checkbox about promotional photos/videos:

• If the Guest opts in, they grant Otli a non-exclusive, worldwide, royalty-free licence to use event photographs or short clips captured by Otli or its representatives for marketing and discovery, subject to an anonymity rule (no exact addresses or full names displayed).
• Guests who do not opt in will not be intentionally featured in Otli’s promotional assets.
• Guests may request removal of assets featuring them by contacting the Grievance Officer; Otli will consider such requests consistent with law and practical constraints.

Media consent is not mandatory for using the Platform.

Host and Otli event‑side shooting.

– Hosts may capture photos or short videos of the supper table or Event ambience for their personal social media, but must seek and obtain clear permission from the Guests they intend to feature (for example, by asking the table before taking identifiable shots).

– Otli or its representatives may occasionally capture photos or clips at selected Events for marketing and discovery. In such cases, Otli will ask for on‑the‑spot permission from Hosts and Guests before intentionally featuring them, and will respect reasonable requests not to be recorded or to be cropped/avoided.

– Nothing in this clause overrides applicable privacy, harassment or data‑protection laws, and Hosts and Guests must continue to respect each other’s privacy and personal boundaries at Events.

12. Liability & indemnity

12.1 General disclaimer

Otli does not control the physical state of Host premises, food preparation, or the conduct of Hosts and other Guests, and acts only as an intermediary as described in Section 1.

12.2 Liability cap

Except as provided in Section 13.3:

• Otli’s maximum aggregate liability to a Guest for any claim arising out of or in connection with a specific Booking—whether in contract, tort, or statutory breach—shall be strictly limited to the total net amount paid by the Guest for that individual Booking, excluding amounts already refunded.

This cap applies to ordinary operational claims (such as technical errors or misrouting), and does not limit non-waivable consumer rights under applicable consumer law.

12.3 Carve-outs

The cap in Section 13.2 does not apply where:

• Otli commits fraud, malicious misrepresentation, or intentional deceit;
• death or serious personal injury is directly caused by Otli’s wilful misconduct or gross negligence; or
• statutory fines/penalties are imposed for Otli’s non-compliance where limitation is barred.

Nothing in these Terms excludes or limits liability where such exclusion or limitation would be unlawful.

12.4 Guest indemnity

The Guest indemnifies and holds harmless Otli, its partners and employees from losses, claims, or damages directly suffered by Otli arising from:

• wilful breach of these Terms or Otli’s platform rules;
• fraudulent use of the Platform (including fraudulent chargebacks or payment misuse);
• intentional misuse that causes a technical or security incident.

This indemnity does not make Otli an enforcement agent for property-damage disputes between Hosts and Guests, which remain matters for those parties under general law.

13. Suspension & termination

Otli may freeze, restrict, suspend, or permanently terminate Guest accounts for serious conduct breaches, safety issues, payment fraud, or bad-faith chargebacks. On termination, unused Points may be forfeited, pending Bookings may be cancelled, and refunds handled under Section 7.

14. Grievance redressal

In line with Consumer Protection (E-Commerce) Rules, 2020 and IT Rules, Otli maintains a grievance framework:

• Grievance Officer:
• Contact: grievance@otli.in

The Grievance Officer will acknowledge complaints within 48 hours and provide a resolution or status update within 15 business days, subject to complexity.

15. Governing law, jurisdiction & amendments

These Terms are governed by the laws of India. Subject to mandatory consumer-forum rules:

• courts in Bengaluru, Karnataka have exclusive jurisdiction over disputes; and
• any arbitration, if agreed separately, is seated in Bengaluru under the Arbitration and Conciliation Act, 1996.

Otli may amend these Terms by posting updates and notifying via the Platform; continued use after notice constitutes acceptance. Electronic records and click-wrap acceptance are valid and enforceable under the IT Act, 2000 and Indian Contract Act, 1872.

Material changes to these Terms will be notified to Guests via the Platform (for example, in‑app notice or email); if a change materially affects Guest rights, Otli may request explicit acceptance at next login. Non‑material operational updates may be implemented with notice and continued use.

This Master Host Service Agreement (the “Agreement”) is executed and entered into on the date of electronic acceptance by the Host (“Effective Date”).

BY AND BETWEEN:

SCALETOPEAK CONSULTING, a partnership firm formed under the Indian Partnership Act, 1932, operating under the brand name “Otli” (hereinafter referred to as the “Platform” or “Otli”, which expression shall, unless repugnant to the context, include its partners, successors and permitted assigns) of the FIRST PART;

AND

The individual registering as a host on the Otli mobile application or website, whose verified credentials, PAN, GST status and identity-mapping metadata are captured via the electronic onboarding pipeline (hereinafter referred to as the “Host”, which expression shall, unless repugnant to the context, include their heirs, executors and permitted administrators) of the SECOND PART.

Otli and the Host are individually a “Party” and collectively the “Parties”.

RECITALS

WHEREAS, Otli operates an online peer-to-peer marketplace and technology infrastructure that facilitates the discovery and booking of private, curated, home-cooked dining events (“Listings”) listed by independent Hosts;

WHEREAS, the Host wishes to list and host such Listings on the Platform, subject to the operational guardrails and legal obligations set out in this Agreement;

NOW, THEREFORE, IT IS AGREED AS FOLLOWS:

DEFINITIONS AND RELATIONSHIP

1.1 Definitions

Unless the context otherwise requires:

“Guest” means an individual who books one or more Seats at a Listing through the Platform.

“Listing” means a curated social dining event listed by the Host on the Platform, including its menu, date, time, venue, seat cap and house rules.

“Booking” means a confirmed reservation of one or more Seats at a Listing.

“Seat” means one booking unit allocated to a Guest or their permitted co-guest.

“Threshold” means the minimum number of Seats required for a Listing to be confirmed.

“Event” means the occurrence of the Listing on the scheduled date and time at the venue.

“GMV” (Gross Merchandise Value) means the total Seat Price for a listing (number of Seats multiplied by per-Seat price).

“Seat Price” means the per-Seat amount set by the Host for the food and experience.

“Convenience Fee” means the marketplace service fee charged by Otli to Guests for facilitating discovery, identity verification, secure payment routing and platform operations.

1.2 Marketplace Framework and Intermediary Role

Otli provides a peer-to-peer technology infrastructure and digital discovery marketplace that allows Hosts to publish, schedule and offer private, curated, experiential social dining events to Guests. Otli does not cook, prepare, package, sell, handle, inventory, store or supply food.

Every Booking constitutes a direct, distinct legal transaction for food and hospitality between the Host and the Guest. Otli acts strictly as an e-commerce marketplace intermediary under Section 79 of the Information Technology Act, 2000 and as a limited payment collection agent as set out in this Agreement.

1.3 Independent Contractor Status

The Host is an independent contractor. Nothing in this Agreement creates an employment, agency, partnership or joint-venture relationship between the Host and Otli. The Host has no authority to bind, represent or contract on behalf of Otli.

PLATFORM FEES, COMMISSION AND MONEY FLOW

2.1 Host-Side Commission

Otli charges a host-side commission on GMV at the rate set out in Schedule A (“Commission”). The Commission is calculated on the GMV for each successfully concluded lsiting and is deducted from Host payouts before remittance.

Otli may amend the Commission rate in Schedule A on prior notice via the Platform dashboard or email. The amended rate applies to listings created after the effective date of the change. Creation of a new Listing after notice constitutes acceptance of the amended rate.

2.2 Payments and Limited Collection Agency

All Guest payments (Seat Price and Convenience Fee) are routed through Otli’s integrated payment gateway (currently PayU). The Host irrevocably authorises Otli to act as a limited payment collection agent solely for the purpose of accepting Seat Price funds from Guests on behalf of the Host.

Otli never receives the food consideration as a seller. The Host remains the supplier of food and hospitality to the Guest.

2.3 Payout Schedule and Bank Verification

Payouts are made in instalments as set out in Schedule B:

(a) Tranche 1: 75% of the Net Host Amount (Seat Price receipts net of Commission and statutory deductions) within 48 hours (T+48) after a Booking is confirmed.

(b) Tranche 2: 25% of the Net Host Amount within 24 hours of verified Event completion, subject to cancellations, refunds and chargebacks.

Payouts are made only to a bank account belonging to the Host that has been verified by an automated penny-drop process. The Host warrants that the verified account is legally theirs.

Otli has no obligation to pay out sums that are subject to a pending refund, cancellation, dispute or chargeback, and may hold, adjust or claw back such amounts as described in clause 7 and in the Otli Cancellation & Refund Policy.

TAXES (GST, TCS, TDS)

3.1 GST and Section 52 TCS

GST treatment for supplies made through Otli depends on the Host’s registration status under the Central Goods and Services Tax Act, 2017:

(a) Registered Hosts (taxable supplies)

Where the Host:

– is registered under GST; and– supplies taxable services through Otli; and– has provided a valid GSTIN,

then, in its capacity as an electronic commerce operator:

– Otli collects the commercial consideration from Guests;– retains its own Commission and Convenience Fee; and– collects Tax Collected at Source (TCS) at the rate prescribed under Section 52 of the CGST Act on the net value of taxable supplies made by that Host through Otli for which Otli collects consideration.

Such TCS is reported in Otli’s GSTR-8 filing and credited to the Host’s GST electronic cash ledger, to be set off against the Host’s own GST liabilities.

(b) Unregistered / below-threshold Hosts

Where the Host operates within statutory turnover thresholds and is not otherwise required to register for GST:

– Otli does not collect, report, deposit or manage GST output tax or TCS on the Host’s event value; and– the Host remains solely and exclusively responsible for monitoring turnover, obtaining registration when legally required, and accounting for any GST obligations.

Otli may update its GST/TCS treatment prospectively if tax law, notifications or regulatory guidance change or if the classification of Otli’s services is modified by competent authorities.

3.2 Income-Tax TDS (Section 194-O)

As an e-commerce operator, Otli will deduct Tax Deducted at Source (TDS) in accordance with Section 194-O of the Income-tax Act, 1961, on the gross amount of sales or services attributable to the Host through Otli, at the rates, thresholds and conditions prescribed by law in force.

Otli will deposit such TDS with the Income-tax Department and report it in TDS returns in the Host’s name. The Host is responsible for providing their PAN at onboarding, claiming the corresponding TDS credit in their tax filings and paying any residual income-tax liability on net earnings.

These statutory deductions do not alter Guests’ payment obligations or the refund mechanics under the Guest Terms and Cancellation & Refund Policy.

FOOD SAFETY, FSSAI AND HOME-COOKED PLEDGE

4.1 Host as Food Business Operator

he primary responsibility for:

– food safety;

– kitchen hygiene;

– allergen disclosure and transparency;

– clear disclosure of ingredients that may carry religious or cultural sensitivities (for example, use of beef, pork, certain meats or animal‑derived ingredients in dishes that may otherwise appear vegetarian); and

– structural ingredient sourcing

sits entirely with the Host, who operates as the Food Business Operator (FBO) under the Food Safety and Standards Act, 2006 and associated regulations, to the extent applicable.factly+1

Otli is not the FBO for meals served at Events and does not independently inspect or certify Host kitchens or premises. Any statutory licences or registrations required for operating a food business (including any FSSAI registration or licence) are the Host’s sole responsibility to obtain, maintain and renew.

4.2 Limited FSSAI Assistance

Otli may, at its discretion:

– provide procedural guidance;– share templates; and– provide routing assistance

to help Hosts understand how to obtain appropriate FSSAI registration or licences (for example, Basic Registration for petty food-business operators), particularly when Hosts are new to formal food-business regulation.

This assistance is administrative and informational only. Otli does not act as the Host’s compliance officer, agent or representative before FSSAI. The Host remains solely responsible for applying for, obtaining, renewing, updating and complying with all relevant food-safety licences, hygiene protocols and statutory mandates at all times.

Otli’s assistance does not constitute a representation or warranty about any Host’s FSSAI status or compliance level.

4.3 Home-Cooked Pledge

For every listing, the Host represents and warrants that all core food elements served will be curated and prepared directly by the Host (and their household team, if applicable) within their private residential or other approved home‑style kitchen. Hosts must not order or source food for the Event from restaurants, commercial cloud/dark kitchens or third‑party caterers, or otherwise rely on any commercial food‑service establishment.

Non‑commercial contributions (for example, a neighbour or relative preparing a single special dish on a goodwill basis) are permissible only where such contributions are occasional and the Host remains the primary Food Business Operator responsible for overall menu design, food safety, allergen disclosure and compliance with this Agreement.

The Host re‑affirms this pledge for each Listing through the Per‑Listing Terms.

VENUE, LOCAL LAWS AND COMMUNITY RULES

5.1 Host Location Integrity

The Host acknowledges that Events take place within a private residential dwelling or privately leased venue controlled entirely by the Host. Otli does not own, lease or operate the premises and has no direct control over its physical condition or community arrangements.

5.2 Community Rules and Zoning

The Host must comply with:

– Resident Welfare Association (RWA) guidelines, including security clearances, visitor logs, vehicle parking restrictions and access boundaries;– Co-operative Housing Society (CHS) bye-laws, including quiet hours, use of common areas and restrictions on gatherings; and– applicable zoning and commercial-activity rules under municipal and planning law.

The Host is solely responsible for ensuring that Events do not disturb neighbourhood peace or breach local law, and for obtaining any society or RWA permission required.

NON-ALCOHOLIC PLATFORM ARCHITECTURE AND ALCOHOL SEPARATION

6.1 Platform-Side Prohibition

Otli maintains a strict policy that:

– the Platform does not list, price, advertise, sell or process payment for alcoholic beverages; and– Listings must not include alcohol options, bar packages or alcohol-specific pricing.

The Platform encourages Hosts to design creative non-alcoholic beverage frameworks (such as mocktails, infusions and botanical elixirs) to complement the curated social experience, but any such non-alcoholic offerings remain within the food/experience scope.

6.2 Off-Platform Personal Hospitality and BYOB

Otli does not endorse, encourage or promote alcohol consumption. The Platform is designed and operated as a non-alcoholic experience marketplace, and:

– Hosts must not advertise, price or position alcohol as part of any Listing; and– Guests must not treat Otli as a source of information or facilitation for alcohol-related activity.

If alcohol is nevertheless present or consumed at a private gathering, it occurs entirely outside Otli’s contractual scope, payment architecture and user interface. Any presentation or consumption of alcohol by the Host is treated as purely private, non-commercial hospitality, and any “bring your own beverage” (BYOB) arrangements are personal choices between Host and Guests, subject strictly to:

– applicable State Excise laws (including legal drinking ages, dry-day restrictions and quantity limits); and– the Host’s house rules, housing‑society / RWA / CHS bye‑laws and any other applicable local laws or building regulations.

Otli does not monitor, record or mediate alcohol-related arrangements and does not provide guidance or recommendations in relation to alcohol. The Host and Guests assume full civil, administrative and criminal liability for compliance with relevant State Excise Acts and local prohibition laws. The Host agrees to indemnify Otli against excise-related enforcement, fines or claims arising from alcohol consumption at or around the Event venue.

CANCELLATION, REFUNDS AND HOST PERFORMANCE

7.1 Canonical Guest Cancellation Matrix

Host acknowledges and accepts the canonical Guest-side cancellation and refund scheme set out in the Master Guest Terms and Otli’s Cancellation & Refund Policy, summarised as:

– Cancellation more than 3 days prior:– Seat Price: 100% refund to Guest; no payout to Host.– Convenience Fee: non-refundable; retained by Otli.

– Cancellation between 2 and 3 days prior:– Seat Price: 50% refund to Guest; 50% allocated to Host via payouts.– Convenience Fee: non-refundable; retained by Otli.

– Cancellation less than 2 days prior:– Seat Price: 0% refund; Seat Price payable to Host.– Convenience Fee: non-refundable; retained by Otli.

Guest no-show: 0% refund; 100% payout of Seat Price to Host; Convenience Fee retained by Otli.

7.2 Threshold and Host-Initiated Cancellations

Each Listing specifies a Threshold. If Bookings do not reach the Threshold by 24 hours before the Event start time, the Platform executes an automated Threshold cancellation, resulting in:

– 100% refund of Seat Price and Convenience Fee to all booked Guests; and– no payout to the Host for that Listing..

If the Host cancels a confirmed Event or materially fails to host it as promised:

– Guests receive a 100% electronic refund of Seat Price and Convenience Fee; and– the Host receives no payout for cancelled Bookings. Otli may claw back any early payout already made by adjusting future payouts.

7.3 Clawbacks, Holds and Chargebacks

The Host agrees that Otli may:

– cancel unpaid payout instalments for affected Bookings;– set off refunded amounts against pending or future payouts;– hold sums subject to cancellation, refund or chargeback until resolution; and– recover disputed amounts and gateway chargeback fees where chargebacks reasonably trace to the Host’s acts, omissions or failure to host.

PRIVACY, DATA SECURITY AND DPDP COMPLIANCE

8.1 Roles and Legitimate Use

Otli acts as Data Fiduciary under the DPDP Act, 2023 in relation to Guest personal data (account, booking and KYC data) collected through the Platform. Guest identifiers (such as name, contact details and dietary limits) are shared with the Host solely to facilitate the specific Event. The Host is treated as a constrained Data Processor for this limited purpose.

Otli collects and processes Guest data only for legitimate, disclosed purposes such as onboarding, identity verification, booking, payment, safety and compliance, and implements reasonable security safeguards against unauthorised access or breach.

8.2 Strict Purpose Limitation and Interface Lock-Down

The Host must:

– access Guest data only through Otli’s dashboard for the specific Event;– not export, copy or transfer Guest data into external systems or personal messaging/contact lists; and– not use Guest data for off-Platform solicitation or marketing.

Otli restricts Host access to Guest contact data to the period reasonably necessary to host the Event and endeavours to remove or access-limit such data within a reasonable time after the Event (typically around 48 hours). Any subsequent misuse or contact without legal basis or explicit consent is a material breach of this Agreement and Otli shall not be liable for any loss, harm or claim arising from such misuse or unauthorised contact.

The Host must promptly notify Otli of any suspected data breach and cooperate in remediation.

INDEMNITY, ASSUMPTION OF RISK AND LIABILITY CAP

9.1 Assumption of Risk

The Host acknowledges that curated social culinary listing inside private residences or similar venues feature inherent, unaudited real-world variables, including foodborne variance and unknown allergens, the presence of domestic pets or children, private premises layouts and interpersonal social interactions.

Home-based dining and hosting carry inherent risk. Subject to non-waivable consumer rights, operational risk relating to food and premises sits primarily with the Host and Guest, not with Otli.

9.2 Host Indemnity

The Host indemnifies and holds harmless Otli, its partners and employees from third-party claims, losses, liabilities and reasonable legal costs arising from:

– foodborne illnesses, allergic reactions or contamination originating from the Host’s kitchen;– physical accidents, injuries or fires occurring at the Host’s venue;– breaches of RWA/CHS bye-laws, municipal zoning rules or excise/liquor laws; and– the Host’s breach of this Agreement or applicable law.

9.3 Otli Liability Cap and Carve-Outs

Except as provided in this clause and required by law, Otli’s maximum aggregate liability to the Host for any claim arising out of or in connection with a specific Listing is strictly limited to the total Commission earned by Otli on that listing multiplied by twenty (20).

This cap does not apply where:

– Otli commits fraud, malicious misrepresentation or intentional deceit;– death or serious personal injury is directly caused by Otli’s established wilful misconduct or gross negligence; or– statutory fines or penalties are imposed on Otli where limitation or exclusion is barred by law.

Nothing in this Agreement attempts to exclude or limit liability where such exclusion or limitation would be unlawful or contrary to public policy.

SUSPENSION, TERMINATION AND GENERAL

Suspension tiers, grievance, governing law, jurisdiction, arbitration, assignment, amendments, entire agreement, severability, waiver, force majeure and electronic execution follow Otli’s Trust & Safety Policy and platform-wide terms, and will be set out in the remaining clauses and Schedules in line with your existing drafts.

1. Purpose and Scope

1.1Otli connects Guests with Hosts who serve home-cooked meals in their own homes. Dining in a private home requires a higher standard of trust than a traditional restaurant. This Policy sets the verification, safety, conduct, and enforcement standards that protect both Guests and Hosts.

1.2This Policy binds all Guests and Hosts and forms part of the otli Terms of Service. Capitalised terms carry the meanings given in the otli Master Guest Terms of Service and the Master Host Service Agreement. Breach of this Policy may trigger enforcement actions under Section 9 and the relevant contract terms.

2. Identity Verification

2.1Hosts.Every Host must complete identity verification before listing any Table. This includes government-ID KYC, liveness checks, and face-match verification through Otli’s verification partner, plus bank account verification by penny-drop. Hosts execute the Master Host Service Agreement by electronic signature, and Otli retains the full acceptance audit trail (identity reference, timestamp, IP address, and agreement version).

2.2Guests.Every Guest must complete identity verification before their first Booking, including the checks Otli requires from time to time for safety and fraud prevention. Browsing and participating in non‑booking features may remain available without verification, but no Seat can be confirmed without successful identity verification.

2.3Co‑guests (+1s).A verified primary Guest may bring permitted co‑guests (“+1s”) to an Event under their Booking where the Listing allows it. Otli may not collect separate identity‑verification documents for such +1s at this stage. The primary Guest is responsible for ensuring that their +1s meet the Listing criteria (including age and conduct requirements) and for their behaviour at the Event; serious misconduct or safety incidents involving a +1 may result in enforcement action against the primary Guest account under this Trust & Safety Policy.

2.4No impersonation or false documents.Users must not impersonate any person or use false, altered, or unauthorized KYC documents. Otli treats identity fraud as an immediate-tier breach under Section 9.

3. Food Safety and the Home-Cooked Pledge

3.1Host as Food Business Operator.The Host is the Food Business Operator (FBO) for every Table. The Host bears sole responsibility for compliance with all applicable food-safety laws and standards, safe ingredients, storage, preparation, hygiene, and allergen disclosure, and for any foodborne illness or harm arising from the food served.

3.2Home‑cooked pledge.The Host warrants that for every Table the Host (and their household team, if applicable) personally prepares and curates the food in their private residence or approved kitchen.

3.3No outsourcing to third‑party food businesses.Hosts must not order or source food for Events from restaurants, commercial cloud/dark kitchens, or third‑party caterers. Any such outsourcing is treated as a breach of the home‑cook pledge and may trigger enforcement under Section 9

4. Venue and Physical Safety

4.1Premises safety.The Host warrants that the premises are safe for Guests. At minimum, the Host must maintain:

• Basic fire-safety provisions at the premises.
• Clear and unobstructed emergency exits.
• Seating within the safe capacity of the space, never above the Listing’s seat cap.
• Availability of basic first-aid supplies.
• A simple emergency procedure for Guests present at the Event.

4.2Per-Listing venue confirmation.The Host confirms venue safety for each specific Event through the Per-Listing Terms, including providing clean washroom access for Guests.

4.3Permissions and zoning.The Host holds sole responsibility for obtaining and maintaining all venue-related permissions, including society or RWA consent, tenancy-related permissions, and compliance with municipal or zoning rules. Otli does not own, lease, or control the premises.

5. Women’s Safety

5.1Host commitments.Hosts commit to specific women’s safety standards on every Listing through the Per-Listing Terms (for example, clear house rules, safe spaces, and response protocols).

5.2Women-only Tables.Otli permits women-only Tables as a lawful, safety-based restricted Table category, as further described in Otli’s non-discrimination and restricted-tables framework.

5.3Immediate-tier sexual safety breaches.Otli treats any sexual harassment, stalking, voyeurism, non-consensual recording, or similar misconduct as an immediate-tier breach under Section 9, with suspension, potential account deletion, and referral to law-enforcement authorities where warranted.

6. Conduct Standards

6.1Mutual respect.Hosts and Guests must treat each other with courtesy and respect. Neither may harass, threaten, intimidate, or assault any person, whether Host-to-Guest or Guest-to-Host.

6.2Host conduct.Hosts must run the Table substantially as listed: using accurate photos and menu descriptions, respecting the stated seat cap, starting on time, and following the conduct standards accepted in the Per-Listing Terms.

6.3Guest conduct.Guests must respect the Host’s home and household rules, arrive on time, depart within the expected window, and must not photograph or record any person or area of the residence without explicit consent.

6.4Non-discrimination with lawful carve-outs.Hosts must not discriminate against Guests on protected characteristics such as religion, caste, gender, sexual orientation, disability, or ethnicity. Lawful restricted or affinity Tables (for example, women-only Tables or interest-based groups) as defined in Otli’s published carve-outs do not breach this clause where they follow applicable law and Otli’s restricted-tables framework.

7. Data Protection and Address Privacy

7.1Host address isolation.Otli never displays a Host’s exact address publicly. Guests receive venue address and detailed directions only after a confirmed Booking, and only to logged‑in Guests. Primary address sharing will occur through Otli’s interface (for example, under the Bookings section). Hosts may additionally use approved channels (such as WhatsApp or SMS) to share directions with confirmed Guests, but must not broadcast or reuse Guest contact data outside the specific Event.

7.2Guest data handling by Hosts.Hosts receive Guest data only through the Platform and may use it solely to host the specific Event. Hosts must not retain, export, scrape, or market to Guests using data obtained through Otli, and must delete or cease accessing Guest data after the Event, in line with the Master Host Service Agreement and Privacy Policy.

7.3DPDP-aligned duties.Both Hosts and Guests owe confidentiality and security duties aligned with the DPDP Act. Users must report any suspected data breach or misuse to Otli without undue delay.

7.4Immediate-tier data misuse.Otli treats malicious theft, sale, or misuse of personal data or addresses as an immediate-tier breach under Section 9.

8. Alcohol

8.1Non-alcoholic platform architecture.Otli never sells, lists, advertises, or takes payment for alcoholic beverages. No part of any Guest payment is consideration for alcohol.

8.2Private hospitality and BYOB.Any alcohol present at an Event is treated as private, off-platform hospitality by the Host, or as bring-your-own-beverage (BYOB) arrangements between Hosts and Guests, at the Host’s and Guest’s own legal responsibility. If a Guest is uncomfortable with the presence or handling of alcohol at a private gathering, Otli encourages them to leave the Event if they feel unsafe and to report the incident under Section 10. Otli will treat credible reports of alcohol‑linked safety incidents (for example, harassment, pressure to drink, or obvious intoxication risk) under its enforcement tiers, even though alcohol itself is off‑platform

8.3State excise compliance.The Host and Guest are solely responsible for complying with all relevant State excise requirements and prohibition laws, including legal drinking ages, dry-day restrictions, and permissible possession limits. Listings and public UI must remain free of alcohol promotion. Otli does not monitor or mediate alcohol-related arrangements and disclaims excise-related liability.

9. Enforcement: Suspension Tiers

9.1Tiers and discretion.Otli operates two enforcement tiers. Otli decides tier placement at its sole discretion, acting on reports, monitoring, and investigation, while aiming to protect user safety and platform integrity.

9.2Immediate Tier – suspend now; delete if proven; criminal referral where warranted

Immediate-tier conduct includes:

• Physical or sexual assault, harassment, threats, or serious misconduct, whether Host-to-Guest or Guest-to-Host.
• Serious food-safety incidents causing injury or illness, or reckless disregard for safety.
• Identity fraud or impersonation; use of false or fraudulent KYC documents.
• Payment fraud; use of stolen bank or card details; money-laundering activity.
• Malicious theft, sale, or misuse of Guest or Host personal data or addresses.
• Recording or filming Guests or Hosts without consent; voyeurism; serious privacy violations.
• Any conduct amounting to a cognizable criminal offence under applicable law.

Immediate-tier consequencesmay include:

• Immediate account suspension while investigation takes place.
• Profile deletion and permanent account termination if the conduct is proven.
• Withholding and, where permitted, forfeiture of funds linked to the incident, pending investigation and chargeback/refund resolution.
• Cooperation with, and referral to, criminal investigation where warranted.

9.3 Pause Tier – no new listings, pending appeal; possible escalation

Pause-tier conduct includes:

• Listing misrepresentation: photos or menu materially not matching reality (non-safety impact).
• Repeated late starts or minor schedule breaches.
• Chronic Host-initiated cancellations or minor Host no-shows (as defined in the Cancellation & Refund Policy).
• First-instance solicitation of off-platform payments or Bookings (fee circumvention).
• Inflating seat counts or manufacturing false scarcity.
• Review manipulation: soliciting fake reviews, review-swaps, or incentivised ratings.
• First or curable minor hygiene complaints that do not cause harm.
• Missing or incorrect allergen or menu information, first instance with no harm.
• Minor, first-instance misuse of Guest contact data (for example, a single off-platform message).
• Duplicate or low-quality Listings; spammy behaviour.
• Persistently low Guest ratings below a defined threshold for the Host.

Pause-tier consequencesmay include:

• Account pause: – the Host cannot create new Listings; and the Guest cannot make new Bookings
• Requirement to correct conduct (for example, updating Listing content, improving punctuality, or ceasing off-platform solicitation).
• Review and decision by Otli on any appeal, at Otli’s sole discretion.

Repeated pause-tier breaches may escalate to immediate-tier consequences.

9.4Treatment of earned funds.Otli addresses already-earned funds on a case-by-case basis. Otli may hold funds linked to the conduct under investigation and release unrelated earned funds per the normal payout schedule set out in the Master Host Service Agreement and Cancellation & Refund Policy.

10. Reporting, Incidents and Appeals

10.1Reporting.Any User may report a safety concern, policy breach, or incident through the Platform or by contacting the Grievance Officer. Otli acknowledges reports within 48 hours of receipt.

10.2Emergencies.In a medical or safety emergency, Users should contact local emergency services first, then notify Otli. Otli maintains an internal incident-response protocol covering triage, user support, evidence preservation, refunds where applicable under the Cancellation & Refund Policy, and cooperation with authorities.

10.3Appeals.A suspended or paused User may appeal enforcement actions through the grievance process. Otli reviews appeals and communicates the outcome within 15 business days, subject to complexity and available information.

10.4Law-enforcement cooperation.Otli cooperates with lawful requests from law-enforcement and regulatory authorities and may refer immediate-tier conduct for criminal investigation where appropriate.

11. Review Integrity

11.1Reviews must be honest, first-hand, and lawful. Otli prohibits fake, incentivised, swapped, retaliatory, and defamatory reviews, and manipulation aimed at distorting ratings.

11.2Otli provides a reporting route and a removal or mediation process for reviews that breach this Policy, recognising that reviews significantly affect a Host’s livelihood and Guest decision-making.

12. Grievance Officer

12.1Otli appoints a Grievance Officer per the Consumer Protection (E-Commerce) Rules, 2020 and applicable IT and DPDP Rules:

• Grievance Officer:
• Email: grievance@otli.in

Otli publishes the Grievance Officer’s contact details on the Platform. The Grievance Officer acknowledges trust-and-safety grievances within 48 hours and provides a resolution or status update within 15 business days, consistent with Otli’s Terms of Service and Privacy Policy.

1. Scope & Framework

1.1This Policy governs cancellations, no-shows, refunds, and corresponding payout adjustments for all experiential social Tables booked on the Otli Platform. Capitalised terms used herein carry the meanings ascribed to them in the Otli Master Guest Terms of Service and Master Host Service Agreement.

1.2This Policy is contractually incorporated by reference into the Otli Terms of Service (for Guests) and the Master Host Service Agreement (for Hosts).

1.3For all calculations under this Policy, timings run strictly relative to the officially scheduled start time of the booked Event.

2. Guest-Initiated Cancellations

2.1Refunds for Guest-initiated cancellations of confirmed Seats follow a strict, automated timeline based on when the cancellation request is electronically logged on the Platform:

• More than 3 days (more than 72 hours) before the scheduled Event start time
  • Seat Price: 100% refund is issued to the Guest.
  • Convenience Fee: Non-refundable; fully retained by Otli to cover platform facilitation, matching, verification, and payment infrastructure costs.
  • Host Payout: No payout is generated for the Host in respect of the cancelled Seat(s).
• Between 2 and 3 days (48 to 72 hours) before the scheduled Event start time
  • Seat Price: 50% refund is issued to the Guest.
  • Convenience Fee: Non-refundable; fully retained by Otli.
  • Host Payout: The remaining 50% of the Seat Price is allocated and paid out to the Host to compensate for ingredient preparation and reservation hold.
• Less than 2 days (less than 48 hours) before the scheduled Event start time
  • Seat Price: 0% refund is issued to the Guest.
  • Convenience Fee: Non-refundable; fully retained by Otli.
  • Host Payout: 100% of the Seat Price is allocated and paid out to the Host.

2.2Partial multi-Seat cancellations.If a Guest makes a multi-Seat Booking (for example, reserving three Seats) and subsequently cancels only a portion of those Seats, the cancellation and refund timeline outlined in Section 2.1 applies per Seat.

2.3Threshold dynamics.If a partial cancellation reduces the number of confirmed Seats below the minimum Seat capacity (“Threshold”) set for the Table, the Table remains confirmed. The Threshold auto-cancellation check applies only up to the Threshold confirmation window described in Section 5 and does not apply to cancellations occurring after that window has passed.

3. Guest No-Shows

3.1A Guest who fails to arrive at the venue within the designated grace window specified in the Listing or in the Platform FAQs is categorised as a “No-Show” and receives 0% refund of both the Seat Price and the Convenience Fee.

3.2The Host is under no contractual obligation to hold a Seat, re-plate, package, or reschedule the dining experience for a No-Show Guest. The full Seat Price remains payable to the Host for the affected Seat(s).

4. Host-Initiated Cancellations & Strike Policy

• If a Host cancels a Table, cancels an individual Booking, or otherwise materially fails to host a matched experience as promised (other than due to Threshold‑based auto‑cancellation or a documented force‑majeure / reason beyond the Host’s reasonable control):– The Guest receives a 100% refund of both the Seat Price and the Convenience Fee (reversed by the Platform), so the Guest is made completely whole.– The Host receives a 0% payout for the affected Booking(s).– In addition, Otli may levy a Host‑side platform penalty of up to ten per cent (10%) of the GMV for the affected Event, to be determined at Otli’s reasonable discretion based on timing, impact on Guests and any prior history. Such a penalty may be recovered by set‑off against future payouts or by separate debit.
• Otli may waive or reduce this penalty where the Host provides credible evidence that the cancellation or failure to host arose from genuine reasons beyond the Host’s reasonable control (for example, serious personal illness, critical utility failures, or emergency building incidents), assessed in line with Otli’s Trust & Safety Policy

4.2Clawback & withholding.If any early payout installment has already been disbursed to the Host for a cancelled Booking, Otli will withhold, offset, or claw back those funds from the Host’s pending or future payouts in accordance with Section 7 of this Policy and the Master Host Service Agreement.

4.3Host accountability tiers (“Strike” Policy).To protect platform reliability and deter avoidable Host cancellations, the following progression of operational and monetary penalties applies to Host‑initiated cancellations that occur without a verified force‑majeure basis (in addition to the Guest refund and 0% payout rules in Section 4.1):

Strike 1 (first cancellation):– Formal written warning on the Platform and internal flag on the Host account; and– A Host‑side platform penalty of up to ten per cent (10%) of the GMV for the cancelled Event, determined at Otli’s reasonable discretion.

Strike 2 (second cancellation within 90 days):– Mandatory profile flag visible on Listings for 30 days;– Temporary 7‑day suspension from publishing new Tables; and– A Host‑side platform penalty of up to twenty‑five per cent (25%) of the GMV for the cancelled Event, determined at Otli’s reasonable discretion.

Strike 3 (third cancellation within 180 days):– Permanent account suspension and termination of the Master Host Service Agreement for material breach.

Otli may waive or reduce the monetary penalty at any tier where the Host provides credible evidence of genuine reasons beyond the Host’s reasonable control (for example, serious personal illness, critical utility failures or emergency building incidents), assessed in line with Otli’s Trust & Safety Policy.

Exception (Force Majeure).Penalties under this Section 4.3 are waived if the Host provides reasonably verified documentation of an unavoidable emergency or Force Majeure event (such as serious illness, structural utility failure, or other events beyond reasonable control) within 48 hours of the cancellation.

5. Table Not Confirmed (Threshold Not Met)

5.1A curated Table is only confirmed if the total booked Seats reach the minimum Seat capacity (“Threshold”) set by the Host in the Listing.

5.2Threshold confirmation window.The Platform checks Threshold status at 24 hours before the scheduled Event start time. If Bookings have not met the Threshold by that time:

• The Table automatically cancels.
• All booked Guests receive a 100% refund of both the Seat Price and the Convenience Fee.
• The Host receives 0% payout for that Table.

6. Platform-Initiated Cancellations & Force Majeure

6.1Compliance and safety interventions.Otli reserves the right to cancel any Table or Booking where safety, fraud, legal, hygiene, or compliance concerns arise, including cancellations arising from Host suspension under the Otli Trust & Safety Policy. In such instances:

• Guests receive a 100% refund of all amounts paid (Seat Price and Convenience Fee).
• Hosts receive 0% payout, and any disbursed funds related to the affected Bookings are subject to clawback under Section 7.

6.2Force Majeure.If a verified Force Majeure event (for example, natural disaster, governmental lockdown, civil unrest, or other events beyond the reasonable control of the Host or Platform) prevents an Event from occurring, the Table is cancelled. In such cases:

• Guests receive a 100% refund, including the Convenience Fee.
• The Host receives no payout for the Table.

7. Interaction with Host Payouts (Clawbacks, Holds & Chargebacks)

7.1Payout schedule.Host payouts are made in instalments in accordance with Schedule B of the Master Host Service Agreement, currently:

• 75% of the applicable Host payout at T+48 hours after Booking confirmation; and
• 25% within 24 hours of verified Event completion.

7.2Refund interaction.For every refund issued under this Policy, Otli reserves the right to:

• Cancel any unpaid payout instalments for the affected Booking;
• Set off the refunded amount against any pending, current, or future payout cycles due to the Host; and
• Directly recover from the Host any early payout instalments already disbursed for the affected Booking.

7.3Hold rights.Otli has no obligation to disburse payouts to a Host for any transaction that is subject to a pending cancellation dispute, refund claim, or bank chargeback. Otli may securely hold such funds until the dispute, claim, or chargeback is resolved.

7.4Chargeback liability & recovery.If a Guest initiates a card or UPI chargeback with their bank or payment provider, Otli will temporarily hold the disputed payout, gather evidence, and contest or accept the chargeback. Where a chargeback is ultimately decided against Otli and reasonably traces to the Host’s act, omission, or failure to host (for example, not holding the Event, misrepresenting the Listing, or materially breaching platform rules), the Host is liable to reimburse Otli for:

• the full disputed amount; and
• any associated gateway chargeback fees.

Chargeback determinations attributable solely to platform-side technical failures or payment-processing errors are borne by Otli and are not charged back to Hosts.

8. Refund Mechanics & Timelines

8.1Refund method.All eligible refunds are processed directly back to the Guest’s original payment method (for example, credit/debit card, net banking, UPI, wallet) through Otli’s integrated payment gateway.

8.2Initiation turnaround.Otli will initiate and approve eligible refunds via its internal systems within 3 business days of the triggering cancellation event under this Policy.

8.3Settlement timelines.Once Otli initiates the refund, the time taken for funds to reflect in the Guest’s account is determined by the Guest’s bank, card scheme, or payment provider. Indicative settlement windows are:

• UPI / wallets: typically 1 to 3 business days;
• Net banking / cards: typically 5 to 7 business days.

8.4Refund value.

• For cases where this Policy provides a 100% refund, the Guest receives the full amount paid at checkout for the affected Seat(s), including Seat Price and, where applicable, the Convenience Fee.
• For cases where this Policy provides a partial refund, the refunded proportion applies to the Seat Price component only. The Convenience Fee is non-refundable in Guest-initiated cancellations and No-Show scenarios, and is fully refunded only where the cancellation is Host-initiated, Platform-initiated, Threshold-driven, or due to Force Majeure under Sections 4 to 6.

9. Dispute Resolution & Grievance Redressal

9.1Any Guest or Host who disputes a cancellation determination, refund outcome, or payout deduction under this Policy may raise a formal grievance with the Otli Grievance Officer:

• Grievance Officer:
• Contact Email: grievance@otli.in

9.2The Grievance Officer will:

• Acknowledge the grievance within 48 hours of receipt; and
• Provide a formal written resolution or status update within 15 business days, subject to the complexity of the matter and any applicable legal requirements.

9.3This Policy operates in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this Policy limits or attempts to waive any non-waivable statutory consumer right held by Indian users.