Tours Booking Terms & Conditions (with Refund Policy)
1. Introduction
These Terms & Conditions (“Terms”) govern the relationship between you (“Guest”, “you”, “your”) and Siwalik Tour & Travel Pvt. Ltd (“we”, “our”, “us”). By using our website, services, or making a booking, you agree to be bound by these Terms. For the purposes of these Terms, a “booking” or “reservation” means any arrangement made through us for travel products or services.
Please read these Terms carefully. If you do not agree to these Terms, do not use our services.
2. Booking and confirmation
A booking is confirmed when we issue a written confirmation (email, SMS, or electronic voucher) and receive the applicable deposit or full payment as required.
All bookings are subject to availability at the time of request.
You must provide accurate passenger information (full name as per ID/passport, nationality, date of birth, contact details and any special requirements).
We reserve the right to cancel or modify bookings if incorrect or fraudulent information is provided.
3. Prices, taxes and fees
All prices are shown in the currency indicated on the website or quotation and include only those services specified.
Prices may change due to supplier increases, taxes, fuel surcharges, currency fluctuations, or government-imposed fees. We will notify you of material price changes and provide options.
Service charges, convenience fees, or payment gateway fees may apply.
4. Payment terms
Payment terms (deposit and final payment dates) are specified in the booking confirmation or quotation.
If full/remaining payment is not received by the due date, we may cancel the booking and apply cancellation charges.
We accept payments through the payment methods displayed on our website or agreed in writing; payment processing is handled by third-party payment gateways. We do not store full card details on our servers unless explicitly agreed and properly authorized.
5. Cancellation, Refund & Tour Booking Refund Policy
We want booking and refund terms to be clear and fair. This section sets out our standard cancellation, refund and credit rules for tour bookings made through Siwalik Tour & Travel Pvt. Ltd (“we”, “us”). Specific supplier (airlines, hotels, activity providers) rules may apply and will be passed on to you.
5.1 Standard refund schedule (Tour Bookings)
The refund amount depends on how far in advance you cancel before the scheduled tour or service start date. “Day 0” is the scheduled departure date/time.
| Time before departure | Refund / Charge |
|---|---|
| More than 60 days | Refund less 10% cancellation fee or non-refundable deposit (whichever is higher) |
| 31–60 days | 75% refund (25% cancellation charge) |
| 15–30 days | 50% refund (50% cancellation charge) |
| 8–14 days | 25% refund (75% cancellation charge) |
| 0–7 days | No refund (100% forfeited) |
Notes:
If you paid only a deposit, the refund will be calculated on the total booking value (not on the deposit amount alone).
Certain bookings or suppliers (special events, peak-season bookings, promotional fares, or non-refundable rates) may carry stricter or zero-refund rules — these will be communicated at the time of booking and shown on your confirmation.
5.2 Refunds where we (Siwalik) cancel or make major changes
If we cancel your tour for reasons within our control, we will offer (at your choice): (a) a full refund of all payments received for the cancelled services, or (b) suitable alternative arrangements of comparable standard (if available). If the alternative is of lower value, we will refund the price difference after deducting supplier charges where applicable.
If we make a major change to your booking and you reasonably cannot accept the change, we will offer alternatives or a refund for the affected services.
5.3 Supplier cancellations & non-refundable items
Many components of a tour (airline tickets, special event tickets, some hotel rates) are subject to supplier terms. If a supplier treats your booking as non-refundable, we will pass on those supplier charges and refund any remaining balance to you.
Where suppliers provide a partial refund only, we will pass on the refunded amount less any reasonable administrative charges if applicable.
5.4 Force majeure and extraordinary events
If a tour is cancelled or materially affected due to force majeure (natural disaster, government action, epidemic/pandemic, war, civil unrest, strikes, or other events outside our control), refunds will be handled as follows:
When suppliers (hotels, airlines, attractions) issue refunds, we will pass those refunds to you after deducting any non-refundable supplier charges and a reasonable administrative fee if applicable.
If suppliers do not issue refunds but provide credits/vouchers, we will offer those vouchers to you or propose alternative arrangements where possible.
5.5 How refunds are processed
To request a refund, email info@siwaliktravels.com (or the email shown on your booking confirmation) with your booking reference, cancellation request, and bank/payment details for the refund. We may require identity verification.
Processing time:
Once a refund is approved, we will initiate it within 7 business days.
Actual time to credit back to your account depends on the payment method, your bank’s processing times, and supplier refund timelines — typically 7–45 business days.
Refunds will be made in the same currency and to the same payment method used for the booking where possible. If that is not possible, we will refund by bank transfer in the booking currency (bank charges and currency conversion fees may apply and will be deducted from the refund).
5.6 Partial refunds and unused services
If you do not use parts of your booked tour (missed transfers, no-shows for activities), we may not be able to obtain refunds from suppliers — in such cases no refund will be due for the unused portion. If suppliers provide a partial refund for unused services, we will pass this to you less any administrative charge.
5.7 Chargebacks and disputes
If you initiate a chargeback or payment dispute with your card issuer while we are processing a refund, we may be unable to process the refund via the original payment method. We will cooperate with your bank or payment provider and may request additional documentation to resolve the dispute.
Repeated or fraudulent chargebacks may result in legal action or denial of future bookings.
5.8 Administrative fees, taxes and bank charges
Cancellation charges shown in the schedule above may be subject to administrative fees (charged by us or by third-party suppliers), taxes, and payment/bank fees. These will be deducted from any refund.
5.9 Travel insurance
We strongly recommend that you purchase comprehensive travel insurance that covers cancellation, interruption, medical expenses and emergency evacuation. Travel insurance can protect you from losses due to cancellation for covered reasons which may not otherwise be refundable.
5.10 Examples & clarity (illustrative)
Example 1: You cancel 40 days before departure. Standard rule: 75% refund. If the supplier (hotel) has a non-refundable component worth 20% of the total tour cost, your refund will be the 75% less the 20% non-refundable supplier charge (i.e., adjusted accordingly).
Example 2: We cancel the tour 10 days prior for operational reasons. We will offer a full refund for the cancelled components, or propose alternatives. If you accept a lower-value alternative, we will refund the difference.
6. Changes by you (amendments) Changes by you (amendments)
Requests for changes to confirmed bookings (dates, rooms, services) must be sent in writing. Changes are subject to availability and may attract amendment fees and additional supplier charges.
If you wish to change a booking to a lower-priced option, a cancellation and re-booking may be required, with applicable charges.
7. Changes by us
We reserve the right to make minor changes to itineraries (e.g., timings, hotels, transport) due to operational reasons. We will inform you as soon as possible.
If we make a major change (significant alteration to key elements of the service), we will offer alternatives which may include re-booking or a refund.
Where applicable law requires additional remedies for major changes, those remedies will apply.
8. Travel documents & visas
You are responsible for obtaining and carrying valid travel documents (passport, visa, ID) and for meeting any health, vaccination or entry requirements.
We are not responsible for passengers denied boarding or entry for lack of proper documents.
9. Health, fitness & special requirements
You must disclose medical conditions, disabilities, or special needs at the time of booking. Some excursions or hotels may have restrictions.
We may require a medical certificate for certain activities.
10. Conduct & behaviour
You must behave responsibly and follow the instructions of our staff and suppliers. We may remove you from a tour or service if your behaviour endangers others or causes serious disruption — you will be responsible for any extra costs incurred.
11. Liability & limitation of liability
To the fullest extent permitted by law, our liability for any loss, damage, injury or delay arising out of or in connection with our services is limited to the amount paid for the relevant booking or the limits set by applicable supplier terms.
We are not liable for loss of enjoyment, indirect, incidental, or consequential losses.
Some services (airlines, hotels, third-party activities) carry their own liability limitations and terms which will apply.
12. Force majeure
We accept no liability for failure to perform obligations caused by events outside our reasonable control, includin .
Taxi Booking Terms & Conditions (with Refund Policy)
1. Scope & applicability
These Terms & Conditions (“Terms”) apply to all taxi / cab / transfer bookings made with Siwalik Tour & Travel Pvt. Ltd (“we”, “us”, “our”). They govern point-to-point transfers, hourly/local usage, airport transfers, outstation trips, and chauffeur services booked through our website, app, phone, or agents.
2. Definitions
Booking: A confirmed reservation for a taxi service issued by us.
Prepaid booking: A booking where full or part payment is taken at the time of booking.
Driver waiting time: Time during which the vehicle waits for the passenger beyond the scheduled pickup.
No-show: When the passenger fails to board the vehicle at the scheduled pickup location/time.
3. Booking & confirmation
Bookings are confirmed when we issue a booking confirmation (email/SMS/voucher) and the required payment (deposit/full) is received.
All bookings are subject to availability and vehicle assignment.
The passenger must provide accurate pickup/drop details, contact number, and any special instructions. Incorrect details may cause delays and additional charges.
4. Fares, taxes & extra charges
Quoted fares include only the services specified. Fares may exclude tolls, parking, state entry taxes, driver allowance, and night charges unless explicitly stated.
Waiting charges, extra kilometres beyond agreed itinerary, additional stops, and return-to-base mileage (if any) will be charged as per the tariff applicable at the time of booking.
Surge pricing may apply during high demand periods, festivals, or emergencies; you will be notified at booking if surge applies.
5. Payment terms
Payment methods accepted are shown at the time of booking (credit/debit card, UPI, net banking, wallet, cash to driver where allowed).
For prepaid bookings, payment must be received to confirm the booking; for payment-on-trip bookings, the fare must be settled at the end of service.
We do not store full card details unless expressly authorized and stored securely via PCI-compliant processors.
6. Cancellation & Refund Policy (Taxi Bookings)
6.1 Cancellation by passenger — Advance / Prepaid bookings
If you prepay for a future taxi booking (airport transfer, outstation, hourly booking), refunds follow the advance refund schedule below. “Day 0” is the scheduled pickup date/time.
Time before scheduled pickup Refund / Charge More than 30 Days Full refund less ₹250 administrative fee (or equivalent currency fee) 16–30 Days 75% refund (25% cancellation charge) 6–15 Days 50% refund (50% cancellation charge) Less than 5 Days No refund (100% forfeited) Notes:
For airport pickups, if flight details are provided and flight is delayed, we will attempt to adjust pickup. Free waiting grace (30–60 minutes) depends on vehicle type — see confirmation.
Corporate/contract bookings or special-event bookings may have specific cancellation terms which will be shown at booking.
6.2 Cancellation by passenger — Immediate / On-demand bookings
If you cancel an immediate booking before driver allocation: No charge.
If you cancel after the driver has been allocated and en route: Cancellation fee equal to the lesser of (a) driver waiting charges for 30 minutes, or (b) one-way minimum fare for the vehicle category.
If you cancel at or after driver arrival at pickup point: Full minimum fare for the trip (no refund for prepaid) or driver’s arrival/call-out fee as applicable.
6.3 Cancellation by us (Siwalik)
If we cancel a confirmed booking for operational reasons (vehicle unavailable, driver illness), we will notify you and: (a) offer a replacement vehicle of similar standard, or (b) provide a full refund for any prepaid amount for the affected service.
We will not be liable for consequential costs beyond refunds for the taxi service itself (e.g., missed flights) except where expressly agreed.
6.4 No-shows & waiting time
If the passenger is not present at the pickup location within the scheduled pickup window, driver may mark as no-show and leave. No-show charges will apply as per booking type (typically full fare or minimum fare).
Waiting time beyond the free waiting period will be charged per minute/hour as per confirmation.
6.5 Refunds for service failure or driver cancellation
If the assigned driver cancels before the service begins and we cannot provide a suitable replacement within a reasonable time, you will receive a full refund for any prepaid amounts related to that booking.
If the vehicle provided is materially different from what was booked (e.g., wrong vehicle class) and no suitable alternative is offered, you can request a refund or price adjustment.
6.6 Refund processing
To request a refund, email info@siwaliktravels.com with your booking reference and cancellation details. We may also offer in-app or website refund requests.
Refunds approved will be initiated within 7 business days. Actual credit to your account depends on bank/payment processor timelines (typically 7–30 business days).
Refunds will be made to the original payment method where possible. Bank charges or currency conversion fees may be deducted.
7. Changes & amendments by passenger
Amendments to pickup time, location, or itinerary after confirmation are subject to availability and may attract amendment charges. For prepaid advance bookings, major changes may be treated as cancellation and re-booking.
8. Passenger obligations & conduct
Passengers must carry valid ID where required and comply with local laws (seatbelt rules, child seat requirements). If a child seat is required, request it at booking — additional charges may apply.
Passengers must not carry hazardous materials, illegal goods, or exceed vehicle seating capacity.
Excessive dirt or damage caused to the vehicle may lead to additional cleaning/damage charges.
9. Luggage, pets & special requests
Luggage limits vary by vehicle class. Inform us in advance for extra luggage, sports equipment or pets — special arrangements may attract additional charges and require driver consent.
10. Liability & limitation of liability
Our liability for taxi services is limited to the fare paid for the specific booking. We are not liable for indirect, incidental, or consequential losses (missed flights, lost income, etc.), except where required by law.
We are not responsible for valuables left in the vehicle — report lost items immediately and we will assist in recovery; we accept no liability for loss if items are not recovered.
11. Insurance
Vehicles and drivers used for taxi services are required to maintain valid insurance as per applicable law. Insurance coverage may vary; passengers should consider travel insurance for additional protection.
12. Complaints & refunds disputes
Report complaints during the trip to the driver and to our support line. For unresolved issues after the trip, submit a written complaint within 7 days of the service with booking reference and supporting evidence (photos, receipts).
We will investigate and respond to complaints within a reasonable timeframe (typically 7–14 business days).
13. Taxes & regulatory compliance
All applicable taxes, permits, state entry fees, and regulatory charges are the responsibility of the passenger and may be added to the fare.
14. Force majeure
We are not liable for failure to perform due to events beyond our control (natural disasters, government restrictions, strikes, pandemics). Where services are disrupted, we will use reasonable efforts to provide alternatives or refunds in accordance with supplier rules.
15. Changes to Terms
We may update these Terms from time to time. The “Effective date” at the top indicates when these Terms were last revised. Continued use of our taxi services after changes constitutes acceptance of the updated Terms.
16. Governing law & jurisdiction
16. Governing law & jurisdiction
These Terms are governed by the laws of India. Disputes will be subject to the exclusive jurisdiction of the courts in [City, State] unless otherwise agreed in writing. Parties may agree to arbitration in [City] where applicable.
17. Contact us
For taxi booking enquiries, cancellations or refunds, contact:
Siwalik Tour & Travel Pvt. Ltd
Registered Office Address — 104, GMS Rd, Mohit Vihar, Shakti Enclave, Niranjanpur, Dehradun, Uttarakhand 248001
Email: info@siwaliktravels.com (replace with official support contact if different)
Phone: +91 8382913638
18. Optional add-ons (I can add)
A corporate-contract taxi clause (for monthly retainers and billing cycles).
A sample service-level agreement (SLA) for airport pickups (on-time guarantees and compensation).
An admin fee model (flat fee + percentage) instead of the sliding refund schedule.
If you want any of these added or want the refund amounts customized (different currency or fees), tell me what to insert and I will update the document.