AYANA LAKE RESORTS

USER AGREEMENT

Last Updated: 9 August 2026

Welcome to Ayana Lake Resorts.

This User Agreement ("User Agreement", "Agreement", "we", "us", "our", or "Ayana Lake Resorts") governs your use of the Ayana Lake Resorts website, online booking facilities, enquiry forms, digital services and related online interactions.

By accessing, browsing or using our website or submitting information through our online services, you acknowledge that you have read and understood this User Agreement.

If you do not agree with this Agreement, please discontinue use of our online services.

1. About This User Agreement

This User Agreement explains the relationship between Ayana Lake Resorts and individuals who use our digital services.

For the purposes of this Agreement, a "User" may include:

• Website visitors
• Prospective guests
• Guests making accommodation enquiries
• Guests making online reservations
• Guests purchasing packages
• Guests making dining enquiries
• Guests making event enquiries
• Guests communicating with our Reservations Team
• Guests submitting forms through the website
• Guests using other digital facilities provided by Ayana Lake Resorts

This Agreement applies whether you access our website through:

• Desktop computers
• Laptops
• Mobile phones
• Tablets
• Other internet-enabled devices

2. Acceptance of the Agreement

By using the Ayana Lake Resorts website, you agree to:

• Use the website lawfully.
• Provide accurate information.
• Respect the rights of other users and our staff.
• Follow the booking conditions applicable to your reservation.
• Follow applicable resort rules.
• Not misuse our website or digital services.
• Accept our Privacy Policy.
• Accept applicable booking, cancellation and payment conditions.

If you make a booking on behalf of another person, you confirm that you have authority to provide their information and agree to these conditions on their behalf where applicable.

3. Relationship With Other Policies

This User Agreement should be read together with the other policies published by Ayana Lake Resorts.

These may include:

• Terms & Conditions
• Privacy Policy
• Cancellation & Refund Policy
• Payment Terms

Where a specific booking or service contains additional conditions, those conditions may apply to that particular transaction.

4. Use of the Website

You may use our website for legitimate purposes, including:

• Learning about Ayana Lake Resorts
• Viewing accommodation
• Checking available services
• Making accommodation enquiries
• Making reservations
• Viewing packages
• Making dining enquiries
• Making event enquiries
• Contacting the resort
• Viewing photographs and information
• Reading resort information
• Accessing booking-related communications

You must not use the website for unlawful, fraudulent, abusive or unauthorized purposes.

5. User Responsibilities

As a user, you agree that information submitted by you will be:

• Accurate
• Current
• Complete
• Not misleading
• Provided lawfully

You are responsible for correcting information that you discover to be inaccurate.

For example, if you provide an incorrect:

• Name
• Phone number
• Email address
• Check-in date
• Check-out date
• Number of guests
• Room selection

you should contact Ayana Lake Resorts as soon as possible.

6. Booking on Behalf of Other Guests

If you make a reservation for another individual or group, you confirm that:

• You have authority to make the reservation.
• You have provided accurate information.
• You have informed the relevant guests about applicable booking conditions.
• The guests will comply with the applicable resort rules.

You may be responsible for ensuring that the booking information supplied to us is accurate.

7. Online Reservations

The Ayana Lake Resorts website may allow users to make accommodation reservations online.

The reservation process may require users to provide:

• Full name
• Mobile number
• Email address
• Check-in date
• Check-out date
• Number of adults
• Number of children
• Room selection
• Number of rooms
• Package selection
• Special requests
• Other information required to process the reservation

Submitting a reservation form does not necessarily mean that a booking has been successfully confirmed.

A reservation becomes confirmed only when the booking process has been successfully completed and a booking confirmation/reference has been issued.

8. Booking Information

Users are responsible for checking their booking information before completing a reservation.

You should verify:

• Guest name
• Dates
• Room type
• Number of guests
• Number of rooms
• Package
• Applicable charges
• Payment information
• Special requests

Once a booking has been confirmed, changes may be subject to availability and the applicable booking conditions.

9. Accommodation Availability

Accommodation shown on our website is subject to availability.

Displaying a room or package on the website does not guarantee that it will remain available until the booking process is completed.

Availability can change because of:

• New reservations
• Cancellations
• Modifications
• Operational requirements
• Maintenance
• Group bookings
• Events
• Other legitimate operational reasons

10. Room and Property Information

We make reasonable efforts to ensure that accommodation information displayed on our website is accurate.

However, actual rooms may vary slightly from photographs or illustrations.

Differences may include:

• Furniture arrangement
• Décor
• Lighting
• View
• Landscaping
• Room layout
• Decorative elements
• Individual room features

Photographs should therefore be considered representative of the accommodation category rather than a guarantee of an identical room presentation.

11. Pricing

Prices displayed on the website may vary depending on:

• Accommodation category
• Date
• Number of guests
• Number of nights
• Package
• Promotional offer
• Availability
• Applicable taxes
• Additional services

The price presented during the final booking process will generally be the price applicable to the booking, subject to genuine technical or pricing errors and applicable law.

12. Payment Services

Ayana Lake Resorts provides online payment facilities through authorized payment service providers.

Our online payment processing currently uses Cashfree Payments.

Depending on availability, users may be able to pay using:

• UPI
• Debit cards
• Credit cards
• Net banking
• Other payment methods supported by Cashfree

Payment information may be processed directly by the payment service provider.

Ayana Lake Resorts does not intentionally request users to provide complete card security information through ordinary website enquiry forms.

13. Payment Authorization

When making an online payment, you confirm that:

• You are authorized to use the selected payment method.
• The payment information provided is accurate.
• You are not attempting an unauthorized transaction.
• You will not intentionally initiate fraudulent or disputed transactions.

Fraudulent or unauthorized use of payment methods may be reported to the appropriate authorities or payment service provider.

14. Payment Failure

If an online payment fails, remains pending or is reversed, the associated booking may not be confirmed.

If your bank or payment application shows that money has been debited while the booking remains unsuccessful, contact Ayana Lake Resorts with:

• Booking/reference number, if available
• Payment transaction ID
• Date and time of transaction
• Amount
• Relevant payment information

We will investigate the transaction through the applicable payment provider.

15. Booking Confirmation

After successful completion of the reservation process, Ayana Lake Resorts may provide confirmation through:

• Website confirmation
• Email
• SMS
• WhatsApp
• Telephone communication
• Other available communication channels

Users should retain the booking reference for future communication.

16. Communication With Users

By submitting a reservation or enquiry, users may receive service-related communications from Ayana Lake Resorts.

These may include:

• Booking confirmation
• Payment confirmation
• Booking modification
• Cancellation information
• Arrival information
• Reservation reminders
• Customer support
• Special-request communication
• Important service notices

Such communications are necessary for managing reservations and providing requested services.

17. WhatsApp Communication

Where enabled, Ayana Lake Resorts may use WhatsApp or an authorized WhatsApp Business service to communicate with guests.

Communications may include:

• Booking confirmation
• Booking reference
• Payment status
• Check-in information
• Reservation changes
• Customer support
• Other booking-related information

Users should not send sensitive financial information through ordinary WhatsApp messages unless specifically instructed through an appropriate secure process.

18. Marketing Communications

Ayana Lake Resorts may occasionally communicate information about:

• Special offers
• Packages
• Events
• Dining experiences
• Resort activities
• Seasonal promotions

Marketing communications will be handled in accordance with applicable law and our Privacy Policy.

Where an appropriate opt-out mechanism is provided, users may use it to stop receiving promotional communications.

Stopping promotional communications will not necessarily stop essential transactional communications relating to an existing booking.

19. User Privacy

Ayana Lake Resorts respects user privacy.

Information collected through the website may include:

• Name
• Phone number
• Email address
• Address where provided
• Booking information
• Guest preferences
• Special requests
• Payment transaction information
• Technical information
• IP address
• Browser information
• Website usage information
• Government identification information where required for check-in

Personal data is handled according to our Privacy Policy and applicable Indian law.

India's Digital Personal Data Protection Act, 2023 provides a statutory framework concerning processing of digital personal data, with commencement applying according to government notification.

20. User Consent

Where consent is required by applicable law, users may be asked to provide consent for particular processing activities.

Users should provide only information that is:

• Accurate
• Relevant
• Necessary for the requested service

Our Privacy Policy provides additional information about the collection and use of personal data.

21. Cookies and Website Technologies

The website may use cookies or similar technologies for purposes including:

• Website functionality
• Session management
• Security
• Analytics
• Performance monitoring
• Improving user experience

Some technologies may be provided by third-party service providers.

Users may be able to control cookies through their browser settings, although disabling certain cookies may affect website functionality. For further information, see our Cookie Policy.

22. Analytics and Technical Data

We may collect technical and usage information such as:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Referring pages
• Approximate location derived from technical information
• Website interaction information
• Error and performance information

This information may be used to:

• Maintain website security
• Identify technical problems
• Improve website performance
• Understand website usage
• Improve user experience
• Measure marketing effectiveness where applicable

23. Third-Party Service Providers

Ayana Lake Resorts may use third-party providers to support its digital services.

These may include providers for:

• Payment processing
• Website hosting
• Email delivery
• WhatsApp/business communications
• Analytics
• Website security
• Maps
• Technical infrastructure
• Backup services
• Customer support

Third parties may process information only for purposes relevant to the services they provide to us, subject to applicable contractual, legal and privacy requirements.

24. User Accounts

If Ayana Lake Resorts introduces user accounts or guest login functionality, users will be responsible for maintaining the confidentiality of their login credentials.

Users must not:

• Share passwords unnecessarily
• Allow unauthorized access
• Attempt to access another user's account
• Use another person's credentials
• Circumvent authentication controls

Users should notify Ayana Lake Resorts promptly if they believe their account has been compromised.

25. No Unauthorized Access

You must not attempt to:

• Access administrative areas
• Access another user's information
• Access databases without authorization
• Circumvent authentication
• Modify website data
• Interfere with booking systems
• Test vulnerabilities without authorization
• Introduce malicious code
• Access server resources without authorization

Unauthorized access attempts may be treated as a security incident and may be reported to appropriate authorities where necessary.

26. Prohibited Website Activities

Users must not use the website to:

• Commit fraud
• Submit false information
• Make fraudulent bookings
• Abuse promotional offers
• Create bookings using stolen payment methods
• Scrape website content without permission
• Send malicious code
• Spam our forms
• Harass employees
• Impersonate another person
• Interfere with website operations
• Circumvent security controls
• Conduct unlawful activities

27. Reviews and User-Submitted Content

Where Ayana Lake Resorts allows users to submit reviews, feedback, photographs, comments, or testimonials, the user confirms that the submitted material:

• Is truthful to the best of their knowledge.
• Does not unlawfully infringe another person's rights.
• Does not contain malicious software.
• Does not contain unlawful or abusive material.
• Does not disclose another person's private information without authorization.

We may moderate or remove content that violates applicable policies or law.

28. Guest Reviews

Guest reviews should represent genuine experiences.

Users must not:

• Submit fabricated reviews
• Submit reviews on behalf of someone else without authorization
• Manipulate ratings
• Threaten staff in exchange for reviews
• Submit knowingly false information

Ayana Lake Resorts may respond to reviews and may request additional information where necessary to investigate a complaint.

29. Intellectual Property

The Ayana Lake Resorts website and its original content may include:

• Logo
• Brand identity
• Photographs
• Videos
• Text
• Graphics
• Page layouts
• Icons
• Design elements
• Software
• Website code
• Other proprietary material

Such content is owned by Ayana Lake Resorts or licensed to us unless otherwise stated.

Users may view and use website content for personal and legitimate purposes.

You may not reproduce, redistribute, commercially exploit or republish our content without permission, except where permitted by applicable law.

30. User-Submitted Photographs and Content

If you voluntarily submit photographs, reviews or other content to Ayana Lake Resorts, you confirm that you have the necessary rights or permission to submit that content.

If you submit content that you want us to consider for publication or promotional use, any additional permission or consent required will be obtained in accordance with applicable law.

31. Links to Third-Party Websites

Our website may contain links to external websites or services. These may include:

• Payment providers
• Social media
• Map services
• Travel services
• Other hospitality services

Ayana Lake Resorts does not control external websites and is not responsible for their content, availability, privacy practices or terms.

Users should review the applicable third-party terms before using external services.

32. Website Availability

We aim to maintain reliable website services but cannot guarantee that the website will always be:

• Available
• Error-free
• Uninterrupted
• Completely secure
• Free from technical problems

Temporary interruptions may occur because of:

• Maintenance
• Hosting problems
• Network failures
• Software updates
• Security incidents
• Third-party service interruptions
• Power failures
• Natural events
• Other circumstances beyond our reasonable control

33. Changes to Digital Services

Ayana Lake Resorts may modify, update, suspend or discontinue particular website features. Changes may include:

• Booking interface
• Room display
• Package display
• Enquiry forms
• Payment methods
• Website design
• Communication methods
• Account features
• Technical functionality

Where a change materially affects an existing confirmed reservation, we will make reasonable efforts to communicate with the affected guest.

34. Special Offers

Special offers may have additional conditions. An offer may be limited by:

• Date
• Availability
• Room category
• Number of rooms
• Minimum stay
• Package
• Payment method
• Promotional code
• Other stated conditions

Users must review the specific conditions attached to an offer before booking.

35. Promotional Codes

Where promotional codes are offered, they may be:

• Limited to particular users
• Limited to particular bookings
• Limited by validity period
• Limited by room category
• Subject to minimum booking requirements

Promotional codes cannot be sold, transferred or duplicated unless expressly permitted.

36. Events and Enquiries

Users may submit enquiries for:

• Birthday celebrations
• Anniversaries
• Weddings
• Corporate events
• Meetings
• Conferences
• Private dining
• Family functions
• Other events

Submitting an event enquiry does not itself constitute an event booking.

An event becomes confirmed only after the applicable arrangements, availability, pricing and payment requirements have been accepted and confirmed by Ayana Lake Resorts.

37. User Conduct During Resort Visits

This User Agreement applies to digital use, but users who make bookings through the website are also expected to comply with applicable resort rules during their visit.

Guests must:

• Respect other guests
• Respect resort employees
• Follow safety instructions
• Follow facility rules
• Avoid damage to property
• Follow applicable smoking restrictions
• Follow applicable pool and recreational rules
• Avoid unlawful activity

Additional resort rules may apply to specific facilities or events.

38. Children and Minors

Parents, guardians or accompanying adults are responsible for minors accompanying them.

Users making reservations must ensure that the number and ages of children are accurately provided where requested.

Additional charges or occupancy restrictions may apply depending on the accommodation and package.

39. Security and Fraud Prevention

Ayana Lake Resorts may take reasonable steps to identify and prevent:

• Fraudulent bookings
• Payment fraud
• Identity misuse
• Promotional abuse
• Unauthorized access
• Suspicious transactions

We may request additional information or verification where reasonably necessary.

Where required, suspicious activity may be reported to the relevant payment provider or authorities.

40. Suspension or Restriction of Access

Ayana Lake Resorts may restrict or suspend a user's access to online services where reasonably necessary because of:

• Fraud
• Abuse
• Security concerns
• Repeated misuse
• Unauthorized access
• Violation of this Agreement
• Violation of applicable law

Such action does not automatically cancel any existing booking unless specifically communicated or required by the circumstances.

41. Disclaimer Regarding External Services

Our website may rely on external providers for certain functionality. Examples include:

• Payment processing
• Maps
• Analytics
• Hosting
• Communication services
• Internet infrastructure

Temporary failure of an external service may affect website functionality.

We will make reasonable efforts to resolve or work around such issues where practical.

42. No Guarantee of Availability

Information on the website about a room, package, facility, event or service does not constitute a guarantee of availability.

Availability must be confirmed through the applicable reservation or enquiry process.

43. Limitation of User Agreement

Nothing in this User Agreement is intended to:

• Remove statutory consumer rights;
• Exclude liability that cannot legally be excluded;
• Restrict remedies available under applicable Indian law; or
• Prevent a user from exercising a lawful right or remedy.

The Consumer Protection Act, 2019 recognizes consumers who obtain services through electronic transactions and provides statutory consumer rights and remedies.

44. User's Responsibility for Information

You are responsible for information submitted through our website.

You agree not to intentionally submit:

• False information
• Fraudulent identity information
• Stolen payment information
• Malicious content
• Misleading booking information
• Unauthorized personal information belonging to another person

If you submit another person's information, you should have appropriate authority to provide it.

45. Indemnification

To the extent permitted by applicable law, a user may be responsible for losses or reasonable costs suffered by Ayana Lake Resorts as a direct result of the user's:

• Fraudulent activity
• Deliberate misuse of the website
• Unauthorized access
• Deliberate violation of this Agreement
• Deliberate infringement of our intellectual-property rights
• Unlawful conduct

This provision does not limit any rights or remedies available to consumers under applicable law.

46. Dispute Resolution

If you have a concern relating to your use of the website or our online services, we encourage you to contact us first.

We will make reasonable efforts to investigate and resolve complaints.

Nothing in this Agreement prevents a user from exercising any statutory consumer remedy available under applicable Indian law.

47. Governing Law

This User Agreement shall be governed by the laws of India.

Subject to mandatory statutory rights and applicable consumer-protection remedies, matters relating to this Agreement shall be subject to the jurisdiction of competent courts and authorities having jurisdiction over Kanyakumari District, Tamil Nadu, India.

48. Changes to This User Agreement

Ayana Lake Resorts may update this User Agreement periodically.

When changes are made, we will update the "Last Updated" date at the beginning of this document.

Users are encouraged to review the Agreement periodically.

49. Severability

If any provision of this User Agreement is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.

The invalid provision shall be interpreted or modified to the minimum extent necessary where legally permissible.

50. No Waiver

Failure by Ayana Lake Resorts to enforce a provision of this Agreement immediately does not constitute a waiver of our right to enforce that provision later.

51. Entire Agreement

This User Agreement, together with:

• Ayana Lake Resorts Terms & Conditions
• Privacy Policy
• Cancellation & Refund Policy
• Booking Conditions
• Package Terms
• Event Terms
• Resort Policies

forms the framework governing your use of our website and digital services.

Specific booking conditions may apply separately to individual reservations.

52. Contact Information