01. Who these terms are between

TuTuStay is a hotel booking platform operated by [LEGAL ENTITY NAME] ([REGISTRATION NUMBER], registered at [REGISTERED ADDRESS]). "We", "us", and "TuTuStay" mean that company. "You" means the person using the guest app or this website.

These terms cover the TuTuStay guest app on iOS and Android and this website. They form an agreement between you and us. By creating an account or submitting a booking, you accept them.

Hotels listed on TuTuStay use a separate manager dashboard under a separate agreement. Nothing here governs that relationship.

02. What TuTuStay does, and what it does not do

We are an intermediary. We operate a marketplace that connects you with independently owned and operated hotels. We do not own, run, or staff any of the properties listed.

When you book, the accommodation contract is between you and the hotel. We are not a party to it. Our role is to show you the hotel's rooms, prices, and policies, pass your booking request to them, and handle the money where the hotel has asked us to.

This matters in practice:

• The hotel decides whether to accept your booking.
• The hotel sets its own cancellation, refund, and house rules — see Section 05.
• The hotel is responsible for the room, the stay, and the service you receive.
• We are responsible for the platform: showing you accurate information the hotel gave us, and processing your booking and payment correctly.

03. Your account

You can create an account with an email address and password, with a phone number verified by one-time code, or by signing in with Google.

• Give us accurate details, and keep them up to date. Your booking confirmations go to the contact details on your account.
• Keep your password to yourself. You are responsible for what happens under your account until you tell us it has been compromised.
• One account per person. Do not create accounts to evade a restriction or to claim a coupon more than the offer allows.
• You must be at least 16 to hold a TuTuStay account. If you are under 16, do not use the service.
• We may block, lock, or close an account that breaches these terms, is used fraudulently, or is used to abuse coupons or reviews.

Closing your account. You can delete your account in the app under Manage Account. Your account and content are deleted permanently, and you have 30 days to change your mind and reactivate before that becomes final. Records we are required to keep by law — booking and payment history in particular — survive deletion. See the Privacy Policy.

04. How booking actually works

A booking is a request, not a confirmed reservation. Any wording elsewhere suggesting a room is instantly yours does not override this section.

Your booking moves through these stages:

StageWhat it meansPendingYou have submitted a request. No room is held yet. The hotel has not seen it.AcceptedThe hotel approved your request and is holding the room, conditional on payment by the due date.ConfirmedPayment has cleared. The room is yours.OverdueThe payment deadline passed without payment. The room is still held, but at risk.RejectedThe hotel declined the request. No room, no charge.CancelledAn accepted, overdue, or confirmed booking was called off before the stay.CompletedYou checked in, stayed, and checked out.

Rejected, cancelled, and completed are final. A booking that reaches one of them does not come back — you would need to make a new one.

The payment deadline is real, and it is short. Once the hotel accepts your request, you must pay within the window shown on your booking or it goes overdue and our system cancels it automatically, releasing the room. A payment that arrives after the auto-cancellation does not revive the booking. If you pay late and the room is gone, contact us and we will return the money, but we cannot get the room back.

UNRESOLVED — do not publish this section as-is. The deadline is stated vaguely above because the codebase does not agree with itself, and a terms of service cannot commit to a number the system does not honour:

• docs/reservation-status-rules-and-flow.md §4 specifies a 48-hour grace period after the payment due date (OVERDUE_GRACE_HOURS). No such setting exists in the code.
• What actually ships (BookingMapperImpl.xml:741-760): a pending booking goes overdue 1 minute after creation — the comment reads "TESTING: change back to 30 for production" — and an accepted booking goes overdue 15 minutes after acceptance, for online payment only. pay_at_hotel bookings are excluded entirely.
• BookingCancelScheduler.java:17 runs every 30 seconds, commented "Run every 30 seconds for testing (change back to 300000 for production)".

Decide the real deadline, make the code match, then state it here plainly. A guest given one minute to pay a booking the hotel has not even seen yet is a product bug, not a term to be documented.

We offer overnight stays, day-use, and daycation bookings. Check-in and check-out times, and any hourly duration, are set by the hotel and shown before you book.

05. Cancellations and refunds are the hotel's rules

Each hotel sets its own cancellation and refund policy. There is no platform-wide free-cancellation window, no standard refund percentage, and no universal deadline. The rules that apply to your booking are the ones shown on the room and booking pages for that hotel, and those are the rules that govern.

To cancel, call the hotel's reception directly. There is no cancel button in the app — cancellation is arranged with the hotel, which will also discuss rescheduling and available time slots with you. The app shows the hotel's number.

Where a refund is due under the hotel's policy, we process it back to your original payment method. Refunds are handled by our team rather than calculated automatically, so allow time for the hotel to confirm the amount and for your provider to post it.

If you booked with a coupon and the booking is cancelled, the coupon redemption is reversed.

We may cancel a booking ourselves if it was made fraudulently, if payment fails or is reversed, or if the hotel tells us it cannot honour it. If we cancel a booking you already paid for and you were not at fault, you get your money back in full.

06. Prices and payment

Prices are shown in Myanmar Kyat (MMK) and set by the hotel.

Two payment models exist on the platform:

• Pay at hotel — you settle directly with the property. We take no payment.
• Online payment — paid through our integrated provider (KBZPay / QPay). Card and wallet details go to the payment provider, not to our servers.

Payment is generally due after the hotel accepts your request and before the deadline shown on your booking, which is what moves it from accepted to confirmed. Section 04 explains what happens if you miss that deadline.

Taxes, service charges, and any fee the hotel collects at the property are the hotel's, set by the hotel, and disclosed before you book. If a price is displayed that is obviously wrong — a pricing error rather than a deal — we or the hotel may cancel and refund rather than honour it.

Coupons. Coupons are subject to the terms of each offer: a validity window, a per-user limit, a total pool, and whether the hotel participates. Coupons are not cash, have no cash value, and cannot be transferred or sold. We may void a coupon obtained through duplicate accounts, automation, or any other abuse.

07. Reviews

You can review a hotel after a stay. A review must be attached to a real booking — the platform will not accept one otherwise, which is why reviews on TuTuStay come from people who actually stayed.

Keep reviews honest and about your own experience. Do not post content that is false, abusive, discriminatory, unlawful, or that reveals someone else's personal information. Do not accept payment or benefit for a review.

A hotel cannot delete a review it dislikes. It can reply to it publicly, and it can ask us to hide one — with a stated reason — which we then approve or reject. We can also moderate content directly where it breaches these terms.

You keep ownership of what you write and the photos you upload. You give us a non-exclusive, royalty-free licence to display and distribute that content on the platform and in connection with promoting it. You confirm you have the right to give us that licence for anything you upload.

08. Using the platform properly

Do not:

• Book with someone else's payment method or identity, or make bookings you do not intend to honour.
• Scrape, crawl, or bulk-extract listings, prices, or reviews.
• Interfere with the platform's operation or security, or attempt to access accounts, data, or systems that are not yours.
• Use the platform to break the law, or to arrange anything unlawful at a property.
• Impersonate anyone, or misrepresent your association with anyone.

09. Availability, accuracy, and what we are responsible for

We work to keep listings, prices, and availability accurate, but much of that information comes from the hotel. We do not independently verify every listing, and we do not guarantee that a room, amenity, or price is available or correctly described.

The platform is provided as it is. We do not promise it will be uninterrupted or error-free, and we may change, suspend, or withdraw features.

What we are responsible for: operating the platform, handling your booking and payment correctly, and the things the law does not let us exclude — including death or personal injury caused by our negligence, and fraud.

What we are not responsible for: the condition of the property, the conduct of the hotel or its staff, or the stay itself. Those sit with the hotel under your contract with them.

To the extent the law allows, we are not liable for indirect or consequential loss, and our total liability for any booking is limited to the amount you paid through TuTuStay for that booking.

Nothing here removes consumer rights you have by law that cannot be waived.

10. Changes to these terms

We may update these terms as the product or the law changes. Every version is kept, so the text you agreed to at any point stays retrievable. The effective date above reflects the current version.

If a change materially affects your rights, we will tell you in the app or by email before it takes effect. A booking is governed by the terms in force when you made it.

11. Governing law and disputes

These terms are governed by the laws of [JURISDICTION], and disputes are subject to [DISPUTE RESOLUTION / COURTS].

If part of these terms is found unenforceable, the rest stays in force.

12. Contact

Questions about these terms, a booking, or your account: support@tutustay.com.

For anything about your personal information, see the Privacy Policy.