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Operator & Partner Responsibility Policy

Effective Date: 17 September 2026
Last Updated: 17 September 2026

This Operator & Partner Responsibility Policy explains the respective roles and responsibilities of BookBir, independent Service Providers available through BookBir, and customers who make bookings through BookBir.

This Policy should be read together with BookBir’s Terms & Conditions, Booking, Cancellation & Refund Policy, Disclaimer and Privacy Policy.

  1. About BookBir

BookBir is a local travel discovery, booking and facilitation platform focused primarily on Bir, Himachal Pradesh and surrounding destinations.

BookBir helps customers discover, enquire about and book services offered by independent local businesses and service providers.

These may include:

  • paragliding and adventure activities;
  • hotels, homestays, hostels and camps;
  • trekking and camping;
  • scooty and other vehicle rentals;
  • taxis and local transport;
  • local experiences;
  • customised products and other local services; and
  • other travel-related services made available through BookBir.

For the purposes of this Policy, an independent business or individual providing the underlying booked service is referred to as a “Service Provider” or “Provider.”

  1. Nature of the Relationship

Unless expressly stated otherwise for a particular service, Service Providers available through BookBir operate independently from BookBir.

The Provider is responsible for actually operating and delivering its service.

BookBir does not become the owner, employer, manager or operator of an independent Provider merely because:

  • the Provider is listed on BookBir;
  • BookBir promotes the service;
  • BookBir receives an enquiry;
  • BookBir facilitates the booking;
  • BookBir communicates with the Provider;
  • BookBir collects a Reservation Amount or other authorised payment; or
  • the booking is confirmed through BookBir.

Nothing in this Policy is intended by itself to create an employment relationship, franchise or joint venture between BookBir and an independent Service Provider.

The legal nature of any relationship will nevertheless depend on the actual arrangement and applicable law and cannot be changed merely by applying a particular label to it.

  1. BookBir’s Responsibilities

Depending on the service and booking arrangement, BookBir may be responsible for:

  • providing the booking and discovery platform;
  • presenting information about available services;
  • receiving customer enquiries;
  • checking availability with Providers;
  • communicating prices and material booking conditions;
  • collecting booking information;
  • collecting a Reservation Amount or other authorised payment;
  • communicating customer requirements to the Provider;
  • issuing or communicating Booking Confirmation;
  • assisting with booking modifications and cancellations;
  • communicating Provider changes to customers;
  • processing or coordinating applicable refunds;
  • maintaining reasonable booking records; and
  • providing booking-related customer support.

BookBir will make reasonable efforts to communicate material booking information accurately.

BookBir remains responsible for its own:

  • representations;
  • payment handling;
  • booking administration;
  • customer communications;
  • express commitments; and
  • other obligations for which BookBir is responsible under applicable law.
  1. Service Provider Responsibilities

The independent Service Provider is responsible for the actual operation and delivery of its service.

Depending on the type of service, this may include responsibility for:

  • operational service quality;
  • personnel and staff;
  • professional qualifications;
  • equipment used to provide the service;
  • maintenance;
  • operational safety procedures;
  • licences, registrations and permits applicable to the Provider;
  • insurance where required or represented as included;
  • property facilities;
  • vehicle condition;
  • hygiene and cleanliness;
  • operational decisions;
  • compliance with laws applicable to the Provider’s business; and
  • information supplied by the Provider to BookBir.

Providers are expected to provide BookBir with information that is reasonably accurate and current.

Where a Provider changes material information affecting a confirmed booking, the Provider is expected to communicate the change promptly so that affected customers can be informed.

  1. Provider Pricing and Availability

Service Providers may supply BookBir with information concerning:

  • prices;
  • availability;
  • room or service categories;
  • schedules;
  • facilities;
  • package inclusions;
  • operating hours;
  • eligibility requirements; and
  • other service-specific conditions.

BookBir may use this information when displaying or facilitating a service.

Until a booking is confirmed, availability and Provider-supplied information may change.

Providers are expected to honour the material price and conditions applicable to a confirmed booking unless:

  • the customer requests and accepts a change;
  • circumstances outside reasonable control require a change; or
  • another change is permitted by the accepted booking conditions or applicable law.

A Provider must not impose an undisclosed mandatory charge on a customer after confirmation.

  1. Provider Information and Listings

Providers are responsible for supplying accurate information about their services.

This may include:

  • business name and contact details;
  • location;
  • photographs;
  • facilities;
  • pricing;
  • inclusions and exclusions;
  • availability;
  • eligibility requirements;
  • operational information;
  • cancellation conditions; and
  • licences or registrations where relevant.

BookBir may edit, format or summarise Provider information for presentation on its website, application or booking channels.

BookBir will make reasonable efforts not to materially misrepresent information supplied by a Provider.

If BookBir becomes aware that material listing information is inaccurate or misleading, BookBir may correct, suspend or remove the affected information or listing.

  1. Verification of Service Providers

BookBir aims to work with genuine local Service Providers and may conduct reasonable checks before or during a Provider relationship.

Depending on the service, these checks may include reviewing or requesting:

  • business identity;
  • contact details;
  • local business presence;
  • government registration where applicable;
  • licences or permits where applicable;
  • professional credentials where relevant;
  • vehicle or property information; and
  • other information reasonably relevant to the service.

The extent of verification may vary according to the type of Provider and service.

BookBir verification does not, by itself, constitute:

  • government certification;
  • regulatory accreditation;
  • a guarantee of future performance;
  • a guarantee that no incident will occur;
  • a substitute for the Provider’s legal obligations; or
  • continuous supervision of the Provider’s day-to-day operations.

BookBir may request updated information where reasonably necessary.

  1. Use of “Verified,” “Trusted” or Similar Descriptions

Where BookBir describes a Provider as “verified,” “trusted,” “local partner,” or uses similar wording, the description refers to BookBir’s own onboarding, relationship or verification process as applicable.

Such wording should not be interpreted as a government certification, professional accreditation, safety guarantee or promise that the Provider’s service will always be free from defects or incidents.

Providers remain responsible for maintaining any licences, qualifications, registrations, insurance or operational requirements applicable to their service.

  1. Adventure Activity Providers

Providers operating paragliding, trekking, camping, hiking or other adventure activities are responsible for the operational delivery of those activities.

Depending on the activity and applicable requirements, this may include responsibility for:

  • appropriately qualified personnel;
  • pilot or guide qualifications;
  • equipment used for the activity;
  • equipment inspection and maintenance;
  • participant safety briefings;
  • operational risk assessment;
  • weather and environmental assessment;
  • determining whether conditions are suitable;
  • emergency procedures;
  • compliance with applicable operational requirements; and
  • deciding whether an activity should proceed, be delayed, modified, rescheduled or cancelled for safety reasons.

BookBir does not direct the real-time operational or safety decisions of an independent pilot, guide or adventure Provider.

BookBir may communicate relevant information and coordinate with the Provider and customer where an activity is affected.

  1. Paragliding Providers

For paragliding bookings, the relevant independent paragliding Provider and pilot are responsible for the actual conduct of the flight.

This includes operational decisions concerning matters such as:

  • whether conditions are suitable for flying;
  • participant eligibility;
  • safety briefing;
  • equipment used for the flight;
  • take-off and landing decisions;
  • flight route;
  • flight duration;
  • weather assessment; and
  • cancellation or suspension of flying for safety reasons.

Paragliding flight times displayed or communicated by BookBir may represent typical or expected flying times unless expressly guaranteed.

Actual flying time may vary because of wind, weather, thermal activity, air traffic, safety considerations and other flying conditions.

BookBir supports the booking and communication process but does not override a pilot’s legitimate safety decision.

  1. Accommodation Providers

Hotels, homestays, hostels, camps and other accommodation Providers are responsible for the day-to-day operation of their properties.

This may include responsibility for:

  • room readiness and availability;
  • cleanliness and hygiene;
  • property maintenance;
  • guest safety and security measures;
  • facilities and amenities;
  • meals where included;
  • staff conduct;
  • check-in and check-out procedures;
  • parking where offered;
  • property-specific rules; and
  • compliance with applicable requirements governing the property.

Accommodation Providers are expected to provide accurate information about material facilities and booking conditions.

BookBir is responsible for accurately communicating the material accommodation information that BookBir itself confirms or represents to the customer.

  1. Taxi and Transport Providers

Independent taxi Providers, vehicle operators and drivers are responsible for the operational delivery of transport services.

Depending on the service, this may include:

  • vehicle condition;
  • required registration and documentation;
  • driver licensing;
  • vehicle maintenance;
  • roadworthiness;
  • lawful operation of the vehicle;
  • operational safety; and
  • compliance with applicable transport requirements.

BookBir may facilitate the booking by confirming information such as the travel date, pickup location, destination, passenger count, vehicle category and agreed price basis.

Travel times may vary because of traffic, weather, road conditions, closures, diversions and other circumstances.

  1. Scooty and Vehicle Rental Providers

Independent vehicle rental Providers are responsible for supplying the rental vehicle and administering the operational rental arrangement.

This may include responsibility for:

  • vehicle condition;
  • maintenance;
  • required registration;
  • applicable insurance;
  • rental documentation;
  • security deposit conditions;
  • fuel policy;
  • damage assessment;
  • vehicle handover and return; and
  • compliance with applicable rental requirements.

Material rental conditions, including deposits or additional charges where applicable, must be disclosed before confirmation.

Customers should have a reasonable opportunity to inspect the vehicle and identify visible pre-existing damage at handover.

  1. Other Local Service Providers

Providers of local experiences, customised products and other services are responsible for delivering the service or product described in the confirmed booking.

Where a service is customised, the Provider should clearly communicate material requirements, preparation conditions, delivery or collection arrangements and any cancellation restriction that applies after preparation or performance has begun.

BookBir may assist in communicating these arrangements between the customer and Provider.

  1. Changes, Delays and Provider Cancellations

A Provider is expected to notify BookBir as soon as reasonably practicable if it becomes unable to provide a confirmed service or needs to make a material change.

Where BookBir is informed of such a change, BookBir will take reasonable steps to notify the affected customer.

Depending on the circumstances and applicable booking conditions, BookBir may coordinate:

  • rescheduling;
  • a reasonably comparable alternative; or
  • an applicable refund.

A customer is not required to accept a materially different substitute or an undisclosed increase in the confirmed price.

A Provider cancellation will not automatically be treated as a customer cancellation.

  1. Weather and Safety-Related Changes

Certain services, particularly paragliding, trekking, camping and mountain transport, may be affected by weather or safety conditions.

Where the relevant Provider determines that the service should not proceed for genuine safety reasons, BookBir may assist with communication, rescheduling, alternatives or applicable refunds.

BookBir does not guarantee suitable weather.

A genuine safety-related operational decision does not automatically mean that the Provider acted improperly.

However, describing a change as safety-related does not remove any right or remedy that may apply where the circumstances indicate negligence, misrepresentation or another legally actionable issue.

  1. Provider Compliance

Providers are expected to comply with laws and regulatory requirements applicable to their particular business and service.

Where applicable, this may include requirements concerning:

  • business registration;
  • licences and permits;
  • taxation;
  • tourism operations;
  • transport;
  • aviation or adventure activities;
  • accommodation;
  • food preparation;
  • consumer protection;
  • employment;
  • environmental obligations; and
  • insurance.

BookBir may request evidence of compliance where reasonably relevant.

The Provider remains responsible for maintaining its own legally required licences, registrations and operational compliance.

  1. Customer Responsibilities

Customers also have responsibilities when making or using a booking.

Customers should:

  • provide accurate booking information;
  • review the material booking details;
  • provide accurate participant or guest information where required;
  • disclose information reasonably required to determine activity eligibility;
  • carry required identification;
  • hold a valid driving licence where required;
  • arrive at the communicated location and time;
  • follow lawful and reasonable Provider instructions;
  • use required safety equipment;
  • comply with applicable laws;
  • treat Providers, staff and local residents respectfully; and
  • promptly communicate material booking problems.

If a customer books on behalf of other participants or guests, the customer should communicate the relevant booking conditions to them.

  1. Customer Complaints

Customers do not have to resolve every service problem entirely on their own with the Provider.

If a problem occurs with a service booked through BookBir, the customer may contact BookBir for booking support.

BookBir may:

  • receive and document the complaint;
  • obtain information from the customer;
  • contact the relevant Provider;
  • review booking records and communications;
  • help clarify the accepted booking conditions;
  • coordinate a proposed resolution;
  • assist with rescheduling or an applicable refund; and
  • take reasonable action concerning a Provider’s continued presence on BookBir where appropriate.

For an immediate operational issue, customers should also raise the issue with the Provider as soon as reasonably possible so that the Provider has an opportunity to address it.

  1. Provider Complaints and Performance

BookBir may review complaints, repeated service issues or material concerns relating to a Provider.

Depending on the circumstances, BookBir may:

  • request an explanation;
  • request corrective action;
  • request updated information or documentation;
  • temporarily suspend a listing;
  • stop accepting new bookings;
  • remove a listing; or
  • end its relationship with the Provider.

BookBir is not required to continue listing or accepting bookings for a Provider merely because the Provider was previously available through the platform.

Any action BookBir takes regarding a Provider does not itself determine legal liability between the Provider and a customer.

  1. Responsibility for Service Problems

Responsibility for a service problem depends on what occurred and which party was responsible for the relevant act, omission or obligation.

An independent Provider is generally responsible for matters arising from its own:

  • service delivery;
  • personnel;
  • operational decisions;
  • equipment;
  • vehicles;
  • property;
  • safety procedures; and
  • other matters within its operational control.

BookBir remains responsible for its own:

  • representations;
  • payment handling;
  • booking administration;
  • customer communications;
  • express commitments; and
  • other legally attributable conduct.

BookBir is not automatically responsible for every act or omission of an independent Provider merely because the service was booked through BookBir.

Likewise, describing a Provider as independent does not remove responsibility that BookBir may have under applicable law.

  1. Injury, Loss and Property Damage

Where injury, illness, property damage, loss of belongings or another loss occurs in connection with a booked service, responsibility will depend on the facts and applicable law.

Relevant considerations may include whether the loss resulted from:

  • an inherent risk of the activity;
  • Provider negligence;
  • customer conduct;
  • defective equipment;
  • inadequate maintenance;
  • another person’s conduct;
  • weather or natural conditions;
  • circumstances outside reasonable control; or
  • an act or omission attributable to BookBir.

This Policy does not automatically assign every such loss to either BookBir or the Provider.

Nothing in this Policy excludes or limits responsibility where doing so would be prohibited by applicable law.

  1. Payments Collected Through BookBir

Where BookBir collects a Reservation Amount or other authorised payment, BookBir is responsible for handling that payment in accordance with the accepted booking arrangement and applicable law.

The Reservation Amount forms part of the total booking price unless expressly disclosed otherwise before payment.

Where a remaining balance is payable directly to the Provider, BookBir will communicate that arrangement as part of the booking details.

A Provider must not require an undisclosed mandatory payment that materially changes the confirmed booking price.

A Provider must not require an undisclosed mandatory payment that materially changes the confirmed booking price.

Payment, cancellation and refund matters are further governed by BookBir’s Booking, Cancellation & Refund Policy.

  1. Refund Responsibilities

The party responsible for funding or processing a refund may vary depending on how payment was collected and why the booking was cancelled.

Where BookBir collected the applicable refundable amount, BookBir will process or coordinate the refund in accordance with the accepted booking conditions and BookBir’s Booking, Cancellation & Refund Policy.

Where an amount was paid directly to a Provider, BookBir may assist the customer in communicating with the Provider, while responsibility for returning that directly received amount may rest with the Provider, subject to applicable law and the relevant booking arrangement.

BookBir will not classify a Provider cancellation as a voluntary customer cancellation merely to avoid an otherwise applicable refund.

  1. No Absolute Guarantee of Provider Performance

BookBir aims to work with suitable local Providers and to provide customers with useful booking support.

However, listing or accepting bookings for an independent Provider does not amount to an absolute guarantee that:

  • no service problem will ever occur;
  • an outdoor activity will always operate;
  • weather will always be suitable;
  • a Provider will never experience an operational issue;
  • every customer will have an identical experience; or
  • circumstances outside reasonable control will never affect a booking.

This section does not remove BookBir’s responsibility for representations or commitments made by BookBir itself.

  1. Relationship With Other BookBir Policies

This Policy should be read together with:

  • BookBir’s Terms & Conditions;
  • Booking, Cancellation & Refund Policy;
  • Disclaimer;
  • Privacy Policy; and
  • booking-specific conditions communicated and accepted before payment.

If provisions conflict, mandatory applicable law will prevail.

For cancellation and refund matters, the specific accepted booking conditions and BookBir’s Booking, Cancellation & Refund Policy apply as described in those terms.

Nothing in this Policy removes a mandatory consumer right or remedy.

  1. Changes to This Policy

BookBir may update this Policy to reflect changes to its services, Provider relationships, business practices or applicable requirements.

The latest version will be published with an updated date.

Changes to this general Policy will not ordinarily be used retrospectively to remove a material right that has already arisen under an existing confirmed booking.

  1. Governing Law

This Policy is governed by the laws of India.

Nothing in this Policy limits any mandatory consumer right, remedy, jurisdiction or statutory forum available under applicable law.

  1. Contact BookBir

Customers or Service Providers with questions or concerns regarding a booking, Provider or this Policy may contact:

BookBir

Website: BookBir.com
Email: support@bookbir.com
Phone & WhatsApp: +91 62307 48100
Business Location: Bir, Himachal Pradesh, India

  1. Acknowledgement

By making a booking through BookBir, customers acknowledge that:

  • many services available through BookBir are operated by independent Service Providers;
  • the relevant Provider is responsible for the operational delivery of its service;
  • BookBir facilitates and administers aspects of the booking process as described in this Policy;
  • BookBir does not control every day-to-day operational decision made by an independent Provider;
  • BookBir may provide support when a problem arises with a booking; and nothing in this Policy removes any right or remedy that cannot lawfully be excluded.
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