Service Fulfilment Policy

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This Service Fulfilment Policy outlines how HostelWeb delivers its Software-as-a-Service (SaaS) hostel management system to our subscribed users ("you", "your", "customer"). Our service is entirely digital, and this policy clarifies the process from payment to service activation and continued access.

1. Service Description

HostelWeb provides a cloud-based software platform for managing hostels, PGs, and co-living spaces. The features and limitations of the service are determined by the specific subscription plan chosen by the customer at the time of purchase.

2. Account Activation and Service Delivery

• Immediate Access upon Signup: For free tier or trial plans, access to the Service is granted immediately upon successful completion of the account registration process.
• Paid Subscription Activation: For paid subscription plans, access to the corresponding features is granted immediately upon successful payment confirmation from our payment gateway partners (e.g., Razorpay, Stripe).
• Delivery Method: The Service is delivered electronically via the internet. Customers can access the Service by logging into their account on our website: https://hostelweb.cloud/login?role=owner. No physical shipment or download is required.
• Onboarding: Upon first login, customers will be guided through an onboarding process within the application to help them set up their properties and get started.

3. Service Uptime and Maintenance

We strive to ensure the Service is available 24/7. However, we may schedule periodic maintenance to update and improve the platform. We will provide advance notice for any planned maintenance that may result in significant downtime, typically via email or in-app notifications.

4. Customer Support

Customer support is an integral part of our service fulfilment. Support is provided based on the customer's subscription plan and can be accessed through the following channels:

• Email Support: Available to all users. Please contact us at care@hostelweb.cloud. We aim to respond within 24-48 business hours.
• Support Ticket System: Available within the owner dashboard for logging and tracking issues.

5. Confirmation of Service

Upon successful payment for a subscription, you will receive an email confirmation that acts as your proof of purchase. This email will contain details of your subscription plan, billing cycle, and the amount paid. Your invoice history is also available within your account dashboard under the "Subscription" or "Billing" section.

6. Contact Information

For any queries related to service fulfilment, billing, or account access, please contact us:

HostelWeb
Email: care@hostelweb.cloud
Address: NO.3/63A, 1/61, Sathyamurthy Nagar, New Main Road, Tambaram Taluk, Chennai – 600126, Tamil Nadu, India