Terms and Conditions

1. About these terms

1.1 These terms apply when you use vialumera.com (the "Website"), book a Lumera experience, or hire and use a Lumera tablet at a site (together, the "Service").

1.2 The Service is provided by Pixel Image India Private Limited, trading as Lumera ("Lumera", "we", "us"), a company incorporated in India CIN U72900PN2001PTC130524, registered office Pixel House, Lane E, North Main Road, Koregaon Park, Pune, Maharashtra 411001, GSTIN 27AACCP2905Q1Z2. Customer care: contact us.

1.3 By completing a booking, or by accepting a tablet at a Lumera kiosk, you agree to these terms. If you do not agree, please do not use the Service.

1.4 Our Privacy Notice explains how we collect and use personal data. It is a separate document and is not part of these terms: read the Privacy Notice.

1.5 These terms are published in English and Hindi. If the two differ, the English version applies.

2. What Lumera is

2.1 Lumera is a guided visual tour. At each point of interest the tablet shows a reconstruction of the site as it may have looked around 1650, with narration in your chosen language.

2.2 Reconstructions are based on research and historical sources, with artistic interpretation where the record is incomplete. They are an informed interpretation, not a historical record.

2.3 Lumera is separate from the site's entry ticket. You need a valid entry ticket for the site, sold by the site operator. A Lumera booking does not include site entry unless your confirmation says so.

2.4 Jaigarh Fort is owned and managed by the Jaigarh Public Charitable Trust (the "site operator"). The site operator, not Lumera, controls opening hours, access, closures and visitor rules at the site.

2.5 The experience may carry the name of a sponsor. The sponsor is not the provider of the Service and is not a party to these terms.

3. Who can book

3.1 You must be 18 or over to book or hire a tablet. A person under 18 may use a tablet hired by, and in the care of, a parent, guardian or other responsible adult, who is responsible for that use.

3.2 If you book for others, you confirm you may accept these terms on their behalf and will make them aware of these terms.

3.3 Group, tour operator, hotel and corporate bookings may also be covered by a separate written agreement. Where it differs from these terms, the written agreement applies.

4. Prices and payment

4.1 Prices are in Indian rupees and include GST. The price shown before you pay is the full price; we do not add charges at checkout.

4.2 Prices may differ by visitor category (for example Indian visitor, foreign visitor, student or senior). We may ask to see proof of eligibility for a concession at the kiosk. If you cannot show it, we may ask you to pay the difference. Trade, press, sponsor and VIP rates are available only with a booking code or our prior approval.

4.3 Where we show a price in another currency, it is a guide only. You are charged in rupees, and your bank or card provider may add conversion fees.

4.4 Online payments are processed by Razorpay. We do not see or store your full card details. On site we accept card and UPI only. We issue a receipt or tax invoice for every sale.

5. Your booking

5.1 Your booking is confirmed when you receive a confirmation with a booking reference and QR code by email or SMS.

5.2 Bring your QR code, on your phone or printed, to the Lumera kiosk at your time slot. Your booking is for a 30-minute entry window, and you may arrive up to 15 minutes after the window ends. If you arrive later we will try to fit you in, but cannot guarantee a tablet.

5.3 You may pass your booking to someone else by giving them the QR code. The person who uses it is bound by these terms.

6. Changes and cancellation by you

6.1 You may cancel for a full refund up to 24 hours before the start of your slot, using the link in your confirmation or by contacting us.

6.2 You may change your date or time once, free of charge, up to 24 hours before your slot, subject to availability.

6.3 After that time, or if you do not arrive, your booking is not refundable, except as set out in clause 7.

6.4 We do not charge a cancellation fee.

7. Changes and cancellation by us

7.1 If we cancel your booking, or cannot provide a tablet at your slot, you may choose another slot or a full refund.

7.2 If the site is closed, or access is restricted by the site operator or a public authority on your date, you may choose another slot or a full refund.

7.3 If your tablet stops working during your tour, return to the kiosk and we will replace it and, where possible, resume your tour where you left off. If we cannot replace it, we will refund you in full.

7.4 Our kiosk is designed to keep working during network outages. If an outage delays the issue of your tablet by more than 30 minutes, you may choose a full refund.

7.5 Refunds go back to the original payment method within 7 working days of approval; your bank may take longer to show them.

8. Hiring a tablet

8.1 Tablets, headphones and accessories remain our property and are hired to you for your tour only.

8.2 At issue we record the tablet against your booking. We do not take a deposit.

8.3 Please return the tablet and accessories to the kiosk by the return time given at issue, which allows for a tour of 60 to 90 minutes. If you return it more than 15 minutes late, a charge of ₹200 per 30 minutes may apply.

8.4 Tablets do not connect to the internet and work only within the site. Do not take a tablet outside the site boundary; tablets raise an alert if they leave the site.

8.5 We provide wired headphones for each visitor. Where offered, you may connect your own Bluetooth headphones instead; you are responsible for them.

8.6 You must not open, modify or unlock a tablet, copy content from it, or try to get round its controls.

9. Care, loss and damage

9.1 Please take reasonable care of the tablet: keep the strap on, do not leave it unattended and keep it away from water. Monkeys at the site may grab loose items, so hold the tablet securely.

9.2 Normal wear and accidental damage are our responsibility. Please tell staff straight away if anything goes wrong.

9.3 You are responsible for loss or damage caused deliberately, recklessly or by ignoring staff instructions, and for a tablet you do not return. Any charge will be the reasonable cost of repair or replacement, up to a maximum of ₹10,000 per tablet as displayed at the kiosk. We will explain any charge and give you a receipt.

10. Safety at the site

10.1 Heritage sites have uneven ground, steep steps, drops and walls without railings. Stop walking when you look at the screen, and do not use the tablet while moving on ramparts, steps or near edges.

10.2 Follow the site operator's rules, signs and staff instructions at all times.

10.3 Supervise children in your care throughout the tour.

10.4 In hot weather, take breaks in the shade and drink water. The tablet may pause if it overheats.

10.5 The condition of the site is the responsibility of the site operator. Please raise concerns about the site with site staff, and concerns about the Service with Lumera staff.

11. Photos and selfies

11.1 The tablet may let you take photos with a reconstruction as the background ("selfies"). Using this feature is optional.

11.2 Only photograph people who agree to it. Selfies of anyone under 18 need the consent of their parent or guardian, which we ask for at the kiosk before the feature is switched on.

11.3 We send your selfies to the email address or phone number you give us, then delete them from our systems 72 hours after delivery is confirmed, as set out in our Privacy Notice. Please save them when they arrive.

11.4 Selfies include our content. We give you a free, personal licence to keep and share your selfies, including on your personal social media. You may not sell them or use them in advertising.

11.5 We will not use your selfies for our own marketing unless you separately opt in.

12. Our content and the Website

12.1 All content in the Service, including reconstructions, 3D models, images, narration, text, software and the Lumera name and logo, belongs to us or our licensors and is protected by copyright and trade mark law. The Lumera software is licensed to us by Pixel Image Limited (UK).

12.2 You may view and listen to the content for your personal use during your tour and on the Website. You must not copy, record, rebroadcast or distribute it, except your selfies under clause 11.

12.3 You must not misuse the Website, including by trying to gain unauthorised access, introducing harmful code or extracting content by automated means.

12.4 Links to other websites are for convenience. We are not responsible for their content.

13. Feedback

13.1 Feedback on the tablet or online is optional. We use it to improve the Service. If we quote feedback publicly, we will not name you unless you agree.

14. Our responsibility to you

14.1 We provide the Service with reasonable skill and care.

14.2 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence.

14.3 We are not responsible for loss that was not foreseeable, for business losses, or for anything caused by the site operator, a public authority or events outside our reasonable control, such as severe weather, a site-wide power failure or civil disturbance. In those cases clause 7 still applies.

14.4 Except as set out in clause 14.5, our total liability to you for a booking is limited to the amount you paid for it.

14.5 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited under Indian law. Nothing in these terms affects your rights as a consumer.

15. Complaints and grievance officer

15.1 Please speak to kiosk staff first; most issues can be resolved on the spot.

15.2 Grievance Officer: Clance Dsouza, Operations Manager, Pixel Image India Private Limited, Pixel House, Lane E, North Main Road, Pune, Maharashtra 411001, Clance@pixelimage.in.

15.3 We will acknowledge your complaint within 48 hours and resolve it within one month of receiving it.

15.4 You may also contact the National Consumer Helpline on 1915 or 1800-11-4000, or at consumerhelpline.gov.in.

15.5 Complaints about personal data are handled as set out in our Privacy Notice.

16. Changes to these terms

16.1 We may update these terms, for example to reflect changes in law or in the Service. The version in force when you book applies to that booking. The date of the current version is shown at the top.

17. Law and disputes

17.1 These terms are governed by the laws of India.

17.2 Subject to your right to approach a consumer commission under the Consumer Protection Act 2019, the courts at Pune have jurisdiction over any dispute.

18. General

18.1 If any part of these terms is found invalid, the rest remains in force.

18.2 These terms and your booking confirmation are the whole agreement between you and us for the Service.