LIV ASTA PRIVATE LIMITED · LA-GUEST-12 · Version 2.1 · In force from 28 October 2026 · livasta.com/policies/guest/trust-safety-enforcement
This Guest Trust and Safety Enforcement Policy ("Policy") is issued by LIV ASTA PRIVATE LIMITED (CIN U52291DC2026PTC473382), registered office at Plot 2, District Centre, Shivaji Place, Raja Garden, Rajouri Garden, New Delhi – 110027 ("Livasta", "we", "us"), operator of the Livasta platform at livasta.com and in the Livasta app.
It forms part of, and must be read with, the Staying Guest Agreement (LA-GUEST-01) or, for event bookings, the Party and Event Guest Agreement (LA-GUEST-02), and the Livasta Terms & Conditions, Privacy Policy and Cancellation, Refund & Guest Protection Policy published on livasta.com. Capitalised terms not defined here have the meaning given in the Staying Guest Agreement. If this Policy conflicts with the Staying Guest Agreement (or, for event bookings, the Party and Event Guest Agreement) on a guest-specific matter, that Agreement prevails.
1. Principles
Livasta acts to keep guests, Hosts, neighbours and the Platform safe. Actions are proportionate to how serious, frequent and harmful a breach is, based on evidence, and consistent between users. Except where safety or the law prevents it, you will be told what happened and can respond.
2. What we act on
- breaches of the Staying Guest Agreement, the Party and Event Guest Agreement, the House Rules or the Code of Conduct (LA-GUEST-07);
- unapproved events, guests above the Occupancy Limit, serious noise or nuisance;
- damage, violence, threats, harassment or discrimination;
- illegal drugs, weapons or other criminal activity;
- false identity, borrowed documents or multiple accounts used to evade action;
- payment fraud, abusive chargebacks or off-platform payment;
- abusive reviews or messages; and
- anything else that puts people, Properties or the Platform at risk.
3. Possible actions
| Action | Typical use |
|---|---|
| Educational or written warning | A first, minor breach |
| Extra verification | Doubts about identity or a pattern of risky bookings |
| Deposit requirement | Higher-risk bookings or events (if deposits are in use) |
| Booking restrictions | Repeated minor breaches; limits on Instant Book or event bookings |
| Stopping a stay or event | A serious breach in progress (LA-GUEST-02, section 21) |
| Cancelling upcoming Bookings | Serious risk to Hosts or neighbours; refunds follow LA-GUEST-04 |
| Temporary account suspension | Serious breach, investigation in progress |
| Permanent closure | Fraud, violence, criminal activity or repeated serious breaches |
| Recovering money owed | Approved damage claims, unpaid charges, chargeback losses |
| Reporting to the authorities | Where the law requires it or someone's safety is at risk |
| Legal proceedings | Where needed to protect legal rights |
4. Immediate action
Livasta may act immediately, before hearing from you, where needed to protect life or safety, prevent fraud, preserve evidence, comply with the law or protect other users from imminent harm. You will be told as soon as it is safe to do so.
5. Notice and appeal
When Livasta restricts, suspends or closes your account, it tells you the reason, unless the law or safety prevents it. You may appeal within 14 days through Support or by writing to grievance@livasta.com, giving any evidence. A different team member reviews the appeal and Livasta aims to decide within 15 days. If you remain dissatisfied, see LA-GUEST-16.
6. Effect on Bookings and money
If your account is suspended or closed, upcoming Bookings may be cancelled and refunds follow LA-GUEST-04. Suspension or closure does not cancel amounts you owe, approved damage claims or other obligations that continue after a Booking.
7. Working with the authorities
Livasta cooperates with lawful requests from the police, courts and other authorities, and shares only what the law requires or what is needed to protect life or safety.
8. Reinstatement
A suspended account may be reinstated once the issue is resolved — for example after extra verification, payment of amounts due or a successful appeal.
Contact
Support: support@livasta.com · Phone / WhatsApp: +91 89290 39102 (Monday – Saturday, 10:00 – 18:00 IST). In the app: Support (guest menu) → raise a ticket about a booking.
Grievances: grievance@livasta.com · Privacy and data requests: privacy@livasta.com.
LIV ASTA PRIVATE LIMITED · CIN U52291DC2026PTC473382 · Registered office: Plot 2, District Centre, Shivaji Place, Raja Garden, Rajouri Garden, New Delhi – 110027.
Document reference: LA-GUEST-12 v2.1 · ce61a2059e6e