Thank you for using LOKAL Platforms. Please read these Terms and Conditions (“Terms”) carefully as they contain important information about your legal rights, remedies and obligations. These Terms constitute a legally binding agreement between you and LOKAL Ventures Private Limited and/or its affiliates (“LOKAL”, “we” or “us”), and governs your use of LOKAL website, mobile application, customer services and other direct and indirect platforms (“LOKAL Platforms”), as well as your bookings. These terms may be amended from time to time and shall be effective on being posted here. Your continued access or use of LOKAL Platforms and booking of LOKAL Travel Experiences after such posting constitutes your consent to be bound by these Terms, as amended. LOKAL Privacy and Cookies Policy is an integral part of these Terms. We encourage you to periodically review them for the latest information on our privacy practice.
LOKAL is a start-up on a mission to promote travel, communities and business across Pakistan. We provide our customers with various travel-related services (“LOKAL Travel Experiences”) managed and operated by third parties:
These Terms apply to all persons anywhere in the world who access or use LOKAL Platforms and/or book any of the Travel Experiences
LOKAL Platforms provides a medium connecting the customer to travel related services offered by LOKAL directly or by third party vendors. Any decision made by the customer to book any of the LOKAL Travel Experiences with a particular third party vendor is a decision made at their sole discretion and each such booking shall constitute a separate agreement between the said vendor and the customer, and therefore the said vendor shall be solely responsible for the services. Materials and information provided on the LOKAL Platforms are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials or information by any customer. You understand that any information provided or statement made in relation to any LOKAL Travel Experiences on any of the LOKAL Platforms may vary based on the time and circumstances it was made and LOKAL shall not be held responsible for any misstatement or misrepresentation if the same is not found to be accurate. Minors should not use LOKAL Platforms. By using the LOKAL Platforms, you represent that you are at least 18 years of age and have the legal capacity to enter into a binding agreement. LOKAL has the right to terminate a user’s access and refuse to provide access to LOKAL Platforms or any bookings of LOKAL Travel Experiences if it is discovered that the user is under the age of 18 years. LOKAL reserves the right to deny or limit access to any user of LOKAL Platforms without assigning any reason.
b) LOKAL Account
In order to access digital LOKAL Platforms you may be required to register and maintain a digital account with LOKAL (“LOKAL Account”). This LOKAL Account may require you to provide certain information/data, such as your name, email address, telephone number, address, CNIC/Passport number, payment method and credit card information. You agree to maintain accurate and complete information in your LOKAL Account. All such data collected shall be governed by LOKAL Privacy and Cookies Policy. You agree to maintain the security and secrecy of your LOKAL Account username and password at all times. You agree and understand that you are responsible for all activity that occurs under your LOKAL Account. Unless otherwise permitted, one person may only possess one LOKAL Account. You shall not assign or otherwise transfer your LOKAL Account to any other person or entity or use it for any commercial purposes. You agree to comply with all applicable laws when using the LOKAL Platforms and you may only use LOKAL Platforms for lawful purposes. You agree not to make any false or fraudulent booking through any of the LOKAL Platforms. If your LOKAL Account shows signs of fraud, abuse, or any suspicious activity, we may temporarily or permanently terminate any such account, and/or take any relevant legal action.
By creating a LOKAL Account, you agree to receive communications from LOKAL, its affiliates, and/or third party vendors, including via e-mail, text message, calls, and push notifications. These communications may include, but are not limited to: operational communications concerning your LOKAL Account or use of the LOKAL Platforms, information or reminders pertaining to your bookings, updates concerning new and existing features on the LOKAL Platforms and advertisements/promotional material related to LOKAL and/or its associated concerns.
Subject to your compliance with these Terms, LOKAL grants you a limited, non-exclusive, non-sub-licensable, revocable, non-transferable license to access and use digital LOKAL Platforms and access content and information made available through such platforms for personal, non-commercial use. Any rights not expressly granted herein are reserved by LOKAL. The LOKAL Platforms and all rights therein are and shall remain the property of LOKAL. Neither these Terms, nor your use of the LOKAL Platforms, except for the limited license granted herein, shall convey or grant to you any rights (including any rights to use or reference in any manner Lokal’s name, logos, trademarks, etc.).
You can book LOKAL Travel Experiences, subject to availability on the LOKAL Platforms, by following our booking procedure and complying with requisite formalities. Upon receipt of the Booking confirmation from LOKAL, a legally binding agreement is formed between you and LOKAL if the services are provided by LOKAL directly, or you and the third party vendor providing the services/experiences. Any specific terms and conditions of the third party vendor shall therefore also apply to your booking, where applicable. If you are booking on behalf of another customer, you undertake that such additional guest shall comply with the terms and conditions hereunder and as laid down by the third party vendor where applicable. In the event you have booked on behalf of a minor, you represent and warrant that you are legally authorised to act on their behalf and that the minor shall be accompanied by an adult when availing any of the LOKAL Travel Experiences. You agree not to book LOKAL Travel Experiences for commercial purposes or with hidden intent to raise profit for yourself. Your confirmation of booking shall mean you are fully satisfied with the description as well as the Booking Fee of LOKAL Travel Experiences as provided, and shall accept the booking/experience on “as is” basis. It is your responsibility to read and understand all applicable terms and conditions, standards, and policies applicable to your preferred/booked LOKAL Travel Experiences prior to booking and availing the services.
The price of the LOKAL Travel Experiences and any known charges/taxes applicable to any booking (including VAT or Sales Tax) (“Booking Fee”) shall be conveyed/presented prior to the confirmation of the booking. By booking LOKAL Travel Experiences you agree to pay the entire Booking Fee as per your chosen method of payment, subject to the relevant terms hereunder as well as the relevant applicable law. The prices may vary on different LOKAL Platforms from time to time and can also change at any given time. You understand that in case of any significant and sudden increase in fuel prices or drastic change in economic conditions of the country, for certain LOKAL Travel Experiences you may be required you to pay an additional amount. LOKAL shall be under no obligation to book on previously marked prices or offer any discounts that are no longer applicable. Notwithstanding anything contained herein, LOKAL reserves the right to correct any pricing errors on any of LOKAL Platforms and has no obligation to provide any customer any LOKAL Travel Experiences at an incorrect (lower) price even after the booking has been confirmed. Any error or misprint is not binding. All invoices generated shall be delivered via email, the same would also be accessible through the LOKAL Account ‘Dashboard’.
Depending on the type of LOKAL Travel Experienced booked, the Booking Fee may be payable either through LOKAL Platforms or directly to the third party vendor(s) (where applicable). The Booking Fee required to be paid shall be final and non-refundable, unless otherwise determined by LOKAL. The Booking Fee may be facilitated by LOKAL using the preferred payment method designated in your LOKAL Account. While using the LOKAL Platform to make any payment, you shall at all times strictly comply with the payment procedure. Once the booking has been confirmed, LOKAL will debit the Booking Fee from the payment mode selected where applicable. LOKAL shall not be responsible for any additional fee/charges, such as, card, banking, processing, or currency conversion fee imposed on any transaction, and Booking Fee shall exclude the same. If the chosen method of payment is credit or debit card (including virtual or prepaid cards), you agree to use your own card for which you have the full authority to validly use. LOKAL shall not be responsible for any card fraud. LOKAL accepts selected cards and is under no obligation to accept all types of cards. If the chosen method of payment is electronic banking/online inter-bank funds transfer, you agree you shall be solely responsible to pay any service charges/transaction or other applicable fee on the transaction. If you have booked LOKAL Rooms and are paying at the property, you will be asked to pay full Booking Fee upfront by card or cash on arrival at the time of check-in. Booking is only confirmed upon complete payment of the Booking Fee. In the event complete Booking Fee is not paid LOKAL reserves the right to give the same booking to another customer that has paid in full. Please note that LOKAL uses third party payment providers to receive payments from customers. LOKAL takes utmost care to work with these third party payment providers, but does not control their systems, processes, technology and work flows, hence cannot be held responsible for any fault at their end, nor can it be held responsible for delays or erroneous transaction execution or cancellation of booking due to any payment issues. LOKAL does not authorize any of its employees, contractors, associates to collect payments in any other form than the payment methods provided hereinabove, any instances where collection of payment is attempted from any unauthorized payment method or form shall not be considered and may be flagged as fraud. LOKAL shall not be responsible for any loss/liability arising out of such event.
Once the Booking Fee is processed, you shall receive a confirmation email and/or SMS on your provided email address and contact number within 24 hours from LOKAL containing details of your booking and amount charged. You agree and acknowledge that the payment procedure may require additional verification or information, you undertake to provide such complete, correct and proper information.
e) Discounts, coupons and vouchers
If you are availing any discounts, coupons, or vouchers, the same shall be governed by their own terms and conditions. LOKAL is under no obligation to accept any expired or inapplicable discounts, coupons or voucher. Notwithstanding anything contained herein, LOKAL has the right to cancel or refuse any discounts, coupons or vouchers without prior notice.
Customers of LOKAL Travel Experiences can leave reviews and ratings in relation to their experience on LOKAL Platforms. Such reviews shall reflect the opinion of the author and not of LOKAL. Should you seek to leave a review on any LOKAL Platforms or other public and/or private platforms, you agree that it shall be an accurate account of your experience and shall not contain any defamatory language. Specifically, you represent and warrant that at the date of posting, the reviews submitted are accurate; you will not intentionally or recklessly post information that could cause injury or offend any person or their business and in particular: you will not post any comments, pictures, information or material that is untrue; malicious; defamatory; abusive; obscene or could reasonably be taken as such; you will not act in any way to deceive or mislead and will not engage in or encourage any fraudulent or illegal activity; and you will not to post or distribute any information or material that is owned by any third party without the express written consent of such party to do so. You agree to not manipulate the reviews in any manner, such as instructing any third party to write positive or negative reviews of any LOKAL Travel Experiences. Once any review, picture or rating is uploaded on the LOKAL Platform it becomes the property of LOKAL and LOKAL may remove or share it on another platform at its sole discretion. You disclaim any proprietary rights you may have in such reviews, and the same may be freely used, copied, distributed and made available in any medium and in any form without your permission.
With respect to your use of the LOKAL Platforms and your booking of LOKAL Travel Experiences, you agree that you will not: (i) impersonate any person or entity (ii) stalk, threaten, or otherwise harass any person (including other users of LOKAL Platforms and customers/guests of LOKAL Travel Experiences), or carry any weapons, illegal, or harmful substances (iii) violate any law, statute, rule, permit, ordinance or regulation (iv) interfere with or disrupt the running/ operations of LOKAL Travel Experiences or the LOKAL Platforms (v) post information or interact on the LOKAL Platforms as well as other public and private platforms with respect to LOKAL Travel Experiences in a manner which is false, inaccurate, misleading (directly or by omission or failure to update information), defamatory, libellous, abusive, obscene, profane, offensive, threatening, harassing, or illegal (vi) use narcotics or alcohol (vii) use the LOKAL Platforms in any way that infringes any third party’s rights, including but not limited to: intellectual property rights, copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy (viii) post, email or otherwise transmit any malicious code, files or programs designed to interrupt, damage, destroy or limit the functionality of any computer software or hardware or telecommunications equipment or covertly intercept or expropriate any system, data or personal information (ix) forge headers or otherwise manipulate identifiers in order to disguise the origin of any information transmitted through the LOKAL Platforms (x) “frame” or “mirror” any part of the LOKAL Platforms, without our prior written authorization or use tags or code or other devices containing any reference to us in order to direct any person to any other website for any purpose (xi) modify, adapt, translate, reverse engineer, decipher, decompile or otherwise disassemble any portion of the LOKAL Platforms (xii) rent, lease, lend, sell, or sublicense LOKAL Platforms or LOKAL Travel Experiences (xiii) use any robot, spider, site search/retrieval application, or other manual or automatic device or process to retrieve, index, scrape, “data mine”, or in any way reproduce or circumvent the navigational structure or presentation of the LOKAL Platforms or its contents (xiv) link directly or indirectly to any other websites (xv) transfer or sell your LOKAL Account, password and/or identification, or any discount, coupon, or code to any other party (xvi) discriminate against or harass anyone on the basis of race, national origin, religion, gender, gender identity, physical or mental disability, medical condition, marital status, age or sexual orientation (xvii) cause any third party to engage in the restricted activities above.
The LOKAL Platform and LOKAL Travel Experiences are provided “as is” and “as available.” LOKAL disclaims all representations and warranties, express, implied or statutory, not expressly set out in these Terms, including the implied warranties of merchantability, fitness for a particular purpose and non-infringement. In addition, LOKAL makes no representation, warranty, or guarantee regarding the reliability, timeliness, quality, suitability or availability of the LOKAL Platform/ LOKAL Travel Experiences or any other services provided by LOKAL or third party vendors. LOKAL does not guarantee the quality, suitability or safety of LOKAL Travel Experiences. You agree that the entire risk arising out of your use or the use by any of your guests/visitors of the LOKAL Platforms and booking of LOKAL Travel Experiences, and any service requested in connection therewith, remains solely with you. LOKAL is not responsible for the conduct, whether online or offline, of any other user of LOKAL Platforms, third party vendors/service providers and/or their employees. LOKAL shall not be liable for any direct or indirect, incidental, special, exemplary, punitive or consequential damages, including lost profits, lost data, cost of alternative accommodation or transportation, personal injury, accident, poisoning, death or physical or property damage related to, in connection with, or otherwise resulting from any use of the LOKAL Platforms or LOKAL Travel Experiences, whether such damages are based on contract, tort, negligence, strict liability or otherwise, and even if LOKAL has been advised of the possibility of such damages. LOKAL shall not be liable for any damages, liability or losses arising out of: (i) your use of or reliance on the LOKAL Platforms; or (ii) any transaction or relationship between you and the third party service provider/vendor, even if LOKAL have been advised of the possibility of such damages; or (iii) your booking or availing of LOKAL Travel Experiences. LOKAL shall not be liable for delay or failure in performance resulting from causes beyond reasonable control. By using the LOKAL Platforms you acknowledge and agree that LOKAL has no control over the conduct or behaviour of the third party service providers/vendors and/or any employees, affiliates, contractors, or any other individual present during LOKAL Travel Experiences, nor does LOKAL have control over the quality, fitness, or the suitability of services provided. LOKAL disclaims any and all liabilities in this regard. By availing the booking of LOKAL Travel Experiences, you willfully and voluntarily assume any and all risks associated with it in the nature of illness, bodily injury, loss of life or limb which may arise on account of anyone’s negligence, misconduct, force majeure event, or any other event. LOKAL shall not be responsible for any loss of private belongings, including loss as a result of theft or snatching during LOKAL Travel Experiences. Notwithstanding anything to the contrary contained herein or elsewhere, Lokal’s entire liability to you, if any, for any claim airing out of booking/stay at LOKAL Rooms shall be limited to the amount equivalent to the price paid for the booking giving rise to such claim. LOKAL has the right to immediately and unilaterally terminate or amend the Terms, or generally cease offering or deny access to the LOKAL Platform or any portion thereof or cancel any booking, at any time without assigning any reason and without notice. Further, notwithstanding anything contained herein, LOKAL shall at all times hold the absolute right to remove/cancel/modify any booking or restrict any LOKAL Travel Experiences or remove any customer at its sole discretion without assigning any reason.
You agree to indemnify and hold LOKAL, its affiliates, officers, employees, directors and agents harmless from any and all claims, demands, losses, liabilities, damages, and expenses, including legal fee arising out of or in connection with your use of LOKAL Platforms and/or booking/availing of LOKAL Travel Experiences, and from your breach of these Terms.
These Terms shall be governed by the laws of the Islamic Republic of Pakistan. Any and all differences and disputes which may arise between you and LOKAL hereto concerning the rights and/or obligations hereunder shall be first settled through negotiation, in the event negotiations fail then it shall be referred to LOKAL Dispute Resolution Service headed by senior members of LOKAL. The courts in Karachi shall have the exclusive jurisdiction in relation to these Terms and/or booking/stay at LOKAL Rooms.
You may not assign or transfer your rights herein in whole or in part without Lokal’s prior written approval. No joint venture, partnership, employment or agency relationship exists between you, LOKAL or any partner hotel/property owner (“Network Hotel”) as a result of the contract between you and LOKAL or use of the LOKAL Platforms. Any failure, delay or forbearance on the part of LOKAL in: (i) exercising any right, power or privilege hereunder; or (ii) enforcement of these Terms, shall not operate as a waiver thereof, nor shall any single or partial exercise by LOKAL of any right, power or privilege preclude any other future exercise or enforcement thereof. If any provision hereunder is held to be illegal, invalid or unenforceable, in whole or in part, under any law, such provision or part thereof shall to that extent be deemed not to form part of these Terms but the legality, validity and enforceability of the other provisions of these Terms shall not be affected.
The following terms and conditions apply specifically to the LOKAL Rooms, and are in addition to the abovementioned general terms and conditions:
Your booking is a limited license to enter, occupy, and use LOKAL Rooms for its duration. LOKAL retains the right to re-enter your booked LOKAL Rooms during your stay at any given time without prior notice. By using the LOKAL Platforms you acknowledge and agree that LOKAL may not be the owner of LOKAL Rooms and has no control over the conduct or behaviour of the owner or manager of the property/ Network Hotel and/or any employees, affiliates, contractors, or any other individual present on the property, nor does LOKAL have control over the quality, fitness, or the suitability of services provided at LOKAL Rooms
b) Modification, Cancellation and Refunds
You may extend or reduce your stay at LOKAL Rooms or modify/amend your booking subject to availability and additional charges as applicable to your booking. LOKAL does not guarantee availability of the same room if you desire to extend your stay at LOKAL Rooms outside the dates booked. Notwithstanding anything contained herein, cancellation and refunds, if any, shall be subject to the cancellation policy of that booking and may vary depending on the type of booking and property, and in any case shall be at the sole discretion of LOKAL. It is reiterated for abundant clarity that refunds apply only to specific properties and specific types of bookings only, for information pertaining to refund of your booking, you are advised to contact our Customer Service representative. Any request for refund should be made immediately and in any case before the due check-out time. In case of refunds, the Booking Fee shall be auto reversed within 14-21 business days from the date refund is requested. In case the request has exceeded 10 days, please report through the chat section on our website or call the LOKAL Helpline. If you had to cancel your booking due to extenuating circumstances, you may be eligible for a refund, subject to our cancellation policy and upon providing relevant evidence. Please contact the LOKAL Helpline for further guidance in this regard.
c) Check-in and Check-out
You agree to abide by the check-in and check-out times of the LOKAL Rooms and not stay past your booking unless the same is extended. If you require a special check-in or check-out time outside the prescribed time you shall inform LOKAL and the Network Hotel accordingly and shall comply with any extra charges applicable to the same. Early check-ins and late check-outs shall be subject to availability of rooms. LOKAL/ Network Hotel reserves the right to deny check-in where customers/guests are unable to provide valid IDs including proof of marriage, where a minor guest is travelling unaccompanied or where there is reasonable suspicion in relation to the person or property of any guest. Notwithstanding anything contained herein, LOKAL reserves the right to deny check-in or check-out for any customer at its own discretion without providing any reasoning. In case, check-in is denied, LOKAL shall not be under any obligation to refund any amount to the guest. If you or your guest stay past checkout, the Network Hotel/LOKAL shall have the right to make you leave in a manner consistent with applicable laws, and may impose reasonable overstay penalties.
You shall not exceed the maximum number of allowed guests for your booking. One child below the age of 12 is allowed in LOKAL Rooms without extra charges. Should you require extra bedding/mattress in your room the same will be available subject to additional charges. LOKAL observes a strict no pets policy. It is forbidden to use LOKAL Rooms for parties or other such gatherings without permission. You shall not move any equipment or introduce new amenities/equipment into the LOKAL Rooms without permission, or remove any furnishings or equipment from LOKAL Rooms. You understand that some LOKAL Rooms are located in areas with extra-ordinary weather conditions, remote areas or areas with limited connectivity and utility issues, and therefore LOKAL shall not be held responsible in the event of loss of electricity, internet, water supply, etc., during your stay. Any and all illegal and immoral activities are forbidden at LOKAL Rooms. You agree not to disturb, harass or cause harm to any other guests staying at LOKAL Rooms or engage in any activity that may threaten safety or cause harm to others including the employees, contractors, visitors, guests, affiliates of LOKAL/Network Hotel. LOKAL/Network Hotel shall not be held responsible for loss or damage to any baggage or personal belongings.
e) Additional Services
Network Hotel or other third party service providers may provide additional services independently such as airport/train station pick and drop service, car rental, tours, laundry, tours, restaurant/cafeteria and wake up calls etc. You understand that any such services shall in no way or manner be linked to services offered by LOKAL and LOKAL shall not be responsible for any loss, injury or damage in whatsoever manner to your person or property should you avail any such services.
If you have any complaints in relation to any fault in your room or services provided by LOKAL or third party vendor/Network Hotel please feel free to contact us and we shall try to resolve it to the best of its abilities. Complaints can be made within 24 hours of the knowledge of issue and in any case no more than 48 hours. The complaint can be made to the Network Hotel, and also directly to LOKAL through dashboard of your LOKAL Account, through the live chat option available on the website, by emailing the customer services, by calling on the LOKAL Helpline, or by contacting LOKAL on any of its official social media accounts. LOKAL shall investigate and employ best practice to resolve any complaints as per its policies and as soon as practicable. LOKAL shall not be responsible to entertain or investigate any complaints raised 24 hours after the issue coming to light.
g) Damage Claim
As a guest at LOKAL Rooms you are responsible for leaving the LOKAL Rooms in the condition it was in when you arrived and you agree to pay LOKAL for any damage caused to the LOKAL Rooms that can be associated with you or your guest, except for fair wear and tear. You are responsible for your own acts and omissions are also responsible for acts and omissions of any individuals that are your guests booked at or visiting you at LOKAL Rooms/Network Hotel. LOKAL has the right to claim damage caused by you or your guest during the stay at LOKAL Rooms, this includes any and all necessary costs incurred in cleaning, repair, renewal or purchase of any replacement, items or services required to fix the damage. LOKAL may also charge additional penalty at its discretion, you agree not to challenge the costs or penalty claimed. In case the damage comes to light after you or your guest have checked-out/departed, LOKAL reserves the right to charge your credit/debit card or send you an invoice amount on your given address. You hereby agree to pay for all damage claim amounts as necessary to cover damage that you or your guests cause to LOKAL Rooms. If the damage claim amounts are not paid, LOKAL reserves the right to blacklist you, suspend your LOKAL Account and approach the relevant legal forum for redressal.
The following terms and conditions apply specifically to the tour and travel services provided through LOKAL Platforms, and are in addition to the abovementioned general terms and conditions:
By using the LOKAL Platforms you acknowledge and agree that LOKAL is not owner or operator of the tour and travel services offered and has no control over the conduct or behaviour of the third party tour operators and/or its employees, affiliates, contractors, or any other individual present on the tour, nor does LOKAL have control over the quality, fitness, or the suitability of services provided by such tour operators. You agree to abide by the rules and policies of the third party tour operators. LOKAL/ third party tour operator reserves the right to deny any customers if they are unable to provide valid IDs, where a minor guest is travelling unaccompanied or where there is reasonable suspicion in relation to the person or property of such customer. In these circumstances, LOKAL shall not be under any obligation to refund any amount. You understand that some tours may take place in areas with extra-ordinary weather conditions, remote areas or areas with limited connectivity and utility issues, which are beyond the control of LOKAL / third party tour operator. Any and all illegal and immoral activities are forbidden on tours. You agree not to disturb, harass or cause harm to any other customer/ guests on tour with you or engage in any activity that may threaten safety or cause harm to others. LOKAL/third party tour operator shall not be held responsible for loss or damage to any baggage or personal belongings.
b) Modification, Cancellation and Refunds
The right to amend or modify your booking shall be at the discretion of LOKAL and may depend on the type of tour/ travel services booked, subject to third party tour operator terms and conditions, and subject to payment of additional charges (where applicable), you may be able to modify/amend your booking by contacting our customer services. Notwithstanding anything contained herein, in the event of cancellation, refunds, if any, shall be subject to the cancellation policy applicable to that booking and may vary depending on the type of services booked and when the request for cancellation is made. In any case, the cancellation and refund shall be at the sole discretion of LOKAL. In case of refunds, the Booking Fee shall be auto reversed within 14-21 business days from the date refund is requested. In case the request has exceeded 10 days, please report through the chat section on our website or call the LOKAL Helpline. If you had to cancel your booking due to extenuating circumstances, you may be eligible for a refund, subject to our cancellation policy and upon providing relevant evidence. Please contact the LOKAL Helpline for further guidance in this regard.
If you have any complaints in relation to any services provided by LOKAL or third party tour operator please feel free to contact us and we shall try to resolve it to the best of its abilities. Complaints can be made as soon as the issue comes within the knowledge, and in any case no later than end of the tour or services. The complaint can be made directly to LOKAL through dashboard of your LOKAL Account, through the live chat option available on the website, by emailing the customer services, by calling on the LOKAL Helpline, or by contacting LOKAL on any of its official social media accounts. LOKAL shall investigate and employ best practice to resolve any complaints as per its policies and as soon as practicable. LOKAL shall not be responsible to entertain or investigate any complaints raised 48 hours after the issue coming to light.
d) Damage Claim
You are responsible for your own acts and omissions are also responsible for acts and omissions of any individuals that are your guests. LOKAL has the right to claim damage caused by you or your guest during the tours, this includes any and all necessary costs incurred in cleaning, repair, renewal or purchase of any replacement, items or services required to fix the damage. In case the damage comes to light after you have departed, LOKAL reserves the right to charge your credit/debit card or send you an invoice amount on your given address. You hereby agree to pay for all damage claim amounts as necessary to cover the said damage. If the damage claim amounts are not paid, LOKAL reserves the right to blacklist you, suspend your LOKAL Account and approach the relevant legal forum for redressal.