Terms of Service

1. The service

MyWell provides a digital guest experience and operations platform that lets participating hotels offer in-room ordering, housekeeping and maintenance requests, concierge, dining, billing summaries, and guest-to-staff messaging. MyWell acts solely as a platform facilitating communication between hotels and their guests; the hotel is responsible for the actual fulfilment of any service, order, or charge.

2. Eligibility and accounts

• You must be 13 years of age or older (or the minimum age in your jurisdiction) to use the Service.
• Guest access is granted by the participating hotel for the duration of your stay.
• Staff and administrator access is granted by the hotel's authorised representative.
• You are responsible for keeping your login credentials confidential and for all activity on your account.
• Notify us or the hotel immediately if you suspect unauthorised access.

3. Multi-guest access

A primary guest may add co-guests to a booking. Co-guests can view shared orders, requests, billing, and chat associated with the room. By adding a co-guest, the primary guest confirms they are authorised to share that stay information with that person.

4. Orders, requests, and charges

• Orders and requests placed through MyWell are sent to the hotel for fulfilment.
• Pricing, taxes, service charges, availability, and item descriptions are determined and managed by the hotel.
• Charges placed via MyWell may be posted to your room folio and settled directly with the hotel at check-out.
• The hotel — not MyWell — is responsible for quality, timing, refunds, cancellations, and any disputes related to fulfilled or cancelled items.

5. Acceptable use

You agree not to:

• Use the Service for any unlawful, harmful, fraudulent, or abusive purpose.
• Submit false, misleading, or impersonating information.
• Harass, threaten, or send abusive content to staff or other guests.
• Attempt to access, probe, or interfere with systems, accounts, or data not belonging to you.
• Reverse engineer, decompile, or attempt to extract source code, except where permitted by law.
• Use bots, scrapers, or automated tools without our written consent.
• Use the Service in a way that infringes intellectual property or other rights.

We may suspend or terminate access for any violation of these Terms or where required to protect the Service or its users.

6. Hotel responsibilities

Participating hotels are responsible for the accuracy of menus, services, pricing, taxes, fulfilment, staffing, and for handling guest complaints, refunds, and disputes. Hotels are also responsible for ensuring that guest data they enter into MyWell is collected and used in accordance with applicable law.

7. Intellectual property

MyWell and its licensors retain all rights, title, and interest in and to the Service, including software, trademarks, designs, and content created by MyWell. You are granted a limited, non-exclusive, non-transferable license to use the Service for its intended purpose during the term of your access.

8. Third-party services

The Service may rely on third-party services for hosting, OTP delivery, push notifications, analytics, payments, or other functions. MyWell is not responsible for the practices of independent third parties.

9. Disclaimers

The Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, MyWell disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. MyWell does not warrant that the Service will be uninterrupted, error-free, or perfectly secure.

10. Limitation of liability

To the maximum extent permitted by law, MyWell and its affiliates will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, or goodwill, arising out of or in connection with the Service. MyWell's aggregate liability for any direct damages will not exceed the amount paid to MyWell by the hotel for the Service in the three months preceding the event giving rise to the claim, or INR 5,000, whichever is lower.

11. Indemnity

You agree to indemnify and hold harmless MyWell, its affiliates, and personnel from any claim, loss, liability, or expense (including reasonable legal fees) arising from your misuse of the Service, your violation of these Terms, or your violation of any law or third-party right.

12. Termination

Guest access ends automatically at check-out or when revoked by the hotel. Staff and administrator access ends when revoked by an authorised hotel representative. We may suspend or terminate access at any time for breach of these Terms or to protect the Service.

13. Changes to the service or terms

We may modify the Service or these Terms from time to time. Material changes will be communicated through the app or by other reasonable means. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

14. Governing law

These Terms are governed by the laws of India, without regard to conflict-of-law principles. Courts located in Pune, Maharashtra will have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service, except where mandatory consumer protection laws provide otherwise.

15. Contact

Questions about these Terms: support@mywell.in
MyWell Hospitality, Hinjewadi, Pune, India · +91 97626 17575