Booking & Payment Policy

Effective Date: 1st October 2025

1. Purpose

This Booking & Payment Policy (“Policy”) governs the procedures for reservations, payments, cancellations, refunds, and payment-related disputes on the Spixy platform (“Platform”), operated by Nexxuscore Global Solutions LLP, specifically for transactions conducted within the Republic of India. This Policy clarifies the roles, responsibilities, and payment flow, which is structured as follows: Guests pay a designated reservation amount through Spixy’s authorized payment gateway (Razorpay) at the time of booking, and the remaining balance is paid directly to the Host at the time of check-in.

2. Booking Process

  • Guests may browse and reserve properties listed for booking on the Spixy Platform.

  • A booking request is formally created only after the Guest successfully completes the payment of the reservation amount through Spixy’s integrated payment gateway (Razorpay).

  • Hosts must either accept or decline a pending booking request within the response window specified on the Platform. Failure by the Host to take action within this period will cause the booking request to automatically expire.

  • When a Host accepts a booking request, the reservation is considered confirmed and becomes a binding agreement between the Guest and the Host, subject to the terms of the listing, these Payments Terms, and our Terms of Service.

  • The Guest is obligated to pay the remaining balance (the “Pay-to-Host” amount) directly to the Host during the check-in process at the property, using one of the payment methods accepted by the Host.

3. Payment Roles & Razorpay

  • Spixy utilizes Razorpay as its exclusive payment gateway and payment processor for all online transactions initiated on the Platform in India. All supported payment methods, including but not limited to credit cards, debit cards, Unified Payments Interface (UPI), netbanking, and digital wallets, are processed by Razorpay.

  • Spixy’s role is limited to collecting the reservation amount on behalf of the Host. Spixy does not execute payouts to Hosts, nor does it apportion, disburse, or handle the collection of the remaining booking balance on behalf of Hosts. Hosts are solely responsible for collecting the balance directly from Guests at check-in.

  • Spixy acts as a limited payment collection agent for the sole purpose of accepting the reservation amount from the Guest. All settlement and refund mechanics are subject to Razorpay’s processing timelines, policies, and terms of service.

4. Identification, Verification & Risk Controls

  • Spixy reserves the right to verify the identity of Guests and Hosts and their payment details using third-party verification services. This verification may include, but is not limited to, government-issued ID checks, payment method validation, address verification, and screening against internal and external fraud databases. Failure to provide necessary information or a failure to verify may result in booking denial or suspension of access to Payment Services.

  • Spixy may, at its sole discretion, impose additional security checks, holds, or limits on payments where it identifies a heightened risk of fraud or where such measures are required to comply with regulatory obligations.

5. Payment Methods & Verification

  • Accepted payment methods are those supported by Razorpay in India and will be clearly displayed to the Guest at the checkout stage.

  • To validate a Guest’s Payment Method, Spixy and Razorpay may perform nominal authorizations or pre-authorizations. These temporary authorization holds or micro-transactions may appear on a Guest’s bank or card statement and will be reversed according to Razorpay’s and the issuing bank’s rules.

  • Guests may not remove the Payment Method associated with a confirmed reservation if it is required for dispute resolution or the potential collection of amounts related to a Damage Report.

6. Timing of Payment

  • Reservation amounts are charged at the time a booking request is made. The booking is only created after the transaction is successfully authorized and captured by the payment gateway.

  • Spixy may, at its discretion, implement a payment flow where a payment is authorized at the time of the reservation request and the charge is captured only upon the Host’s acceptance of the booking. If the capture attempt fails, the booking will be marked as failed, no reservation will be recorded, and the Guest will be notified.

  • Any alternative payment arrangements, such as “pay-later” options, if made available, will be presented at checkout and will be subject to additional terms and conditions.

7. Cancellation, Refunds & Force Majeure

  • Guest Cancellations:

    • If a Guest cancels a booking request before the Host accepts it, Spixy will initiate a full refund of the reservation amount through Razorpay.

    • If a Guest cancels after the Host has accepted the booking, any refund of the reservation amount is governed by the specific cancellation policy selected by the Host and published on the property listing at the time of booking.

  • Host Cancellations: Hosts are strongly discouraged from cancelling confirmed bookings. If a Host cancels a confirmed booking, the Guest will receive a full refund of all amounts paid to Spixy for that booking.

  • Force Majeure: Spixy shall not be held liable for any delay or failure to fulfil any obligation under this Policy resulting from abnormal or unforeseeable circumstances beyond its reasonable control. Such circumstances include but are not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, epidemics, strikes, or shortages of transportation, fuel, energy, labor, or materials (“Force Majeure Event”). In such cases, Spixy may, at its sole discretion, issue refunds, travel credits, or rebooking options, subject to operational and payment processor constraints.

8. Refund Processing & Payment Errors

  • All refunds due under this Policy will be initiated by Spixy and processed through Razorpay to the original payment method. The time required for the refunded amount to appear in a Guest’s account is dependent on the payment method used and the processing times of the Guest’s bank or payment provider.

  • In the event of a payment processing error (e.g., a duplicate capture or an incorrect amount captured), Spixy will take all reasonable steps to rectify the error. This may include issuing partial or full refunds or adjustments through Razorpay.

9. Damage Claims & Security Deposits

  • Hosts may require security deposits or payments for incidentals. The collection, management, and refund of such deposits must be handled directly by the Host at check-in, using payment methods they accept.

  • To facilitate the collection of amounts for damages, when a Guest books a listing, they agree that Spixy may, to the extent permitted by law and payment processor rules, charge the payment method used to book the listing to collect amounts properly due for documented damages or verified claims (“Damage Report amounts”).

  • Hosts and Guests are strongly encouraged to document any damage with time-stamped photos, videos, and receipts. Spixy may offer a Resolution Center to facilitate communication and the exchange of documentation but does not execute payouts for damage claims.

10. Payment Authorizations & Failed Captures

  • At the time of reservation, Spixy may authorize the Guest’s payment method. The capture of funds may occur immediately, upon Host acceptance, or as otherwise described at checkout. If a capture attempt fails for any reason, the booking will be marked as failed, and the Guest will be notified.

  • If a bank or payment provider incorrectly places a hold or records a deduction in error, Spixy will work with Razorpay to ensure the amount is automatically voided or refunded within a reasonable timeframe.

11. Payment Restrictions, Fraud & Collections

  • Spixy reserves the right to decline, restrict, or reverse any payment that it reasonably believes to be unauthorized, fraudulent, or in violation of Spixy policies or applicable law.

  • Where Guests owe additional amounts to Spixy or a Host (e.g., due to chargebacks, penalties, or Damage Report amounts), Spixy may assist in collection efforts through permitted processor mechanisms or by facilitating reconciliation between the Host and Guest. Uncollected amounts may be referred to lawful collection services where permitted by law.

12. Taxes, Fees & Pricing Transparency

  • Spixy’s service fees and any applicable taxes (such as GST) will be clearly disclosed to the Guest at checkout prior to payment. These fees are non-refundable unless otherwise stated in this Policy.

  • Any payment processing fees charged by Razorpay or other financial institutions will be disclosed where applicable.

13. Privacy & Security

  • Payment data transmitted to Razorpay is subject to Razorpay’s robust security controls and is handled in accordance with Spixy’s Privacy Policy. Payment credentials are stored and processed only in compliance with Razorpay’s terms and relevant data security standards, such as PCI DSS.

  • Spixy complies with all applicable data protection laws in India, including the Digital Personal Data Protection Act (DPDP), 2023, for all personal data collected in connection with bookings and payments.

14. Dispute Resolution, Liability & Indemnification

  • Dispute Resolution: Parties should first attempt to resolve payment disputes amicably through Spixy’s designated support channels. Spixy will review available evidence and make a non-binding determination based on this Policy and its platform records.

  • Limitation of Liability: To the maximum extent permitted by applicable law, you acknowledge and agree that the entire risk arising out of your access to and use of the Payment Services remains with you. Neither Spixy nor any other party involved in creating or delivering the Payment Services will be liable for any incidental, special, exemplary, or consequential damages, including lost profits, loss of data, or service interruption.

  • Indemnification: Users agree to release, defend, indemnify, and hold harmless Spixy and its affiliates from and against any claims, liabilities, damages, losses, and expenses arising out of or in any way connected with fraudulent activity, misrepresentations, or violation of this Policy.

15. Disclaimers

  • 15.1. If you choose to use the Payment Services, you do so voluntarily and at your sole risk. To the maximum extent permitted by law, the Payment Services are provided “as is”, without warranty of any kind, either express or implied.

  • 15.2. Notwithstanding Spixy’s appointment as a limited payment collection agent of Hosts for the reservation amount, Spixy explicitly disclaims all liability for any act or omission of any user or other third party.

  • 15.3. If Spixy chooses to conduct identity verification on any user, to the extent permitted by applicable law, Spixy disclaims warranties of any kind that such checks will identify prior misconduct by a user or guarantee that a user will not engage in misconduct in the future.

  • 15.4. The foregoing disclaimers apply to the maximum extent permitted by law. You may have other statutory rights or warranties which cannot be lawfully excluded.

16. Force Majeure

The provisions concerning Force Majeure Events as detailed in Section 7 of this Policy are incorporated herein by reference and apply to all obligations under this Policy.

17. Governing Law & Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Bengaluru, Karnataka, India.

18. Contact Information

For all payment-related queries, disputes, or escalations, please contact us: