Terms and Conditions

TERMS AND CONDITIONS, PRIVACY POLICY, BOOKING, CANCELLATION AND REFUND POLICY

1. Booking Confirmation

• A booking with Haven Holidays Pvt. Ltd. becomes confirmed after the client provides the required traveler information and pays a 25% advance deposit of the total trip cost.
• The 25% advance deposit is required to secure the booking and allows Haven Holidays Pvt. Ltd. to arrange accommodation, transportation, permits, domestic flights, guides, porters, sightseeing, and other services included in the confirmed itinerary.
• A booking remains subject to availability until the required deposit has been received and the booking has been confirmed by Haven Holidays Pvt. Ltd.

2. Advance Deposit

• A 25% advance deposit of the total trip cost is required to confirm a booking.
• The deposit may be used to secure services and make advance payments to hotels, airlines, transportation providers, guides, porters, local suppliers, and other service providers.
• The deposit amount and payment requirements will be stated in the quotation, invoice, booking confirmation, or other written communication provided to the client.

3. Balance Payment

• The remaining 75% of the total trip cost must be paid at least 21 days before the scheduled trip starting date.
• The full balance must therefore be cleared no later than three weeks before the trip begins.
• For bookings made within 21 days of the scheduled trip starting date, Haven Holidays Pvt. Ltd. may require full payment at the time of booking.
• If the remaining balance is not received within the agreed period, Haven Holidays Pvt. Ltd. reserves the right to cancel the booking after providing reasonable notice.
• Any non-refundable expenses already incurred for the booking may be deducted from the amount refundable to the client.

4. Payment Methods and Charges

• Payments may be made through the payment methods provided by Haven Holidays Pvt. Ltd.
• Clients are responsible for ensuring that the correct amount is received by the company.
• Any bank charges, international transfer fees, payment gateway charges, or other transaction fees may be payable by the client unless otherwise agreed.

5. Trip Price and Included Services

• The total trip price is based on the itinerary and services confirmed at the time of booking.
• The package may include accommodation, meals, transportation, permits, domestic flights, guides, porters, sightseeing, and other services depending on the selected trip.
• The exact inclusions and exclusions will be clearly stated in the quotation, itinerary, invoice, or booking confirmation.
• Services not specifically mentioned as included are considered excluded and must be paid for separately.

6. Government Regulations and Additional Charges

• Generally, all service charges, taxes, VAT and other operational cost included in the cost provided in the itinerary.
• Government regulations, permit requirements, transportation costs, aviation rules, entrance fees, taxes, and other official charges may change after a booking has been made.
• If a mandatory government fee, permit charge, tax, transportation charge, or other official cost is introduced or increased after booking, the additional amount may be payable by the client. The company will inform it to the clients.
• Haven Holidays Pvt. Ltd. will inform clients about significant additional mandatory charges whenever reasonably possible.

7. Cancellation by the Client

• A client who wishes to cancel a confirmed booking must notify Haven Holidays Pvt. Ltd. in writing at least a week before.
• Cancellation requests should be sent to [email protected] or WhatsApp 977-9851014429
• The cancellation date will normally be considered the date on which the written cancellation request is received by the company.
• The refund or alternative arrangement will depend on the reason for cancellation and the circumstances surrounding the cancellation.

8. Cancellation for a Genuine and Verifiable Reason

• Haven Holidays Pvt. Ltd. understands that serious and unexpected circumstances may prevent a client from undertaking a planned trip.
• Where cancellation is caused by a genuine, reliable, and verifiable circumstance, the client will be entitled to a full refund of the amount paid, subject to the provisions of this policy.
• Examples of serious circumstances may include serious injury that prevents participation in the trip, death of the traveler, death of an immediate family member, major natural disasters, or other exceptional circumstances accepted by Haven Holidays Pvt. Ltd.
• The company may request reasonable supporting documents to verify the circumstances.
• Supporting documents may include medical reports, death certificates, official disaster notices, travel restrictions, or other reliable evidence.

9. Cancellation Without a Genuine or Verifiable Reason

• If a client voluntarily cancels a confirmed booking without a reliable, authentic, or verifiable reason, 25% of the advance deposit will be deducted as a cancellation charge.
• The remaining amount of the advance deposit will be refunded to the client, subject to any unavoidable third-party charges that cannot be recovered.
• For example, where the client has paid a 25% advance deposit, Haven Holidays Pvt. Ltd. will deduct 25% of that advance deposit and refund the remaining amount, where applicable.
• This provision applies to voluntary cancellations caused by changes of personal plans, changes of mind, or other reasons that do not qualify as genuine and verifiable exceptional circumstances.

10. Cancellation by Haven Holidays Pvt. Ltd.

• Haven Holidays Pvt. Ltd. reserves the right to cancel a trip when circumstances make the planned trip unsafe, impossible, or impractical to operate.
• Such circumstances may include major natural disasters, severe weather, earthquakes, floods, landslides, avalanches, political instability, government restrictions, route closures, serious security concerns, transportation disruptions, or other circumstances beyond the reasonable control of the company.
• If Haven Holidays Pvt. Ltd. cancels the trip from its side and cannot provide the agreed trip or a mutually acceptable alternative, the client will receive a full refund of the amount paid.
• The company will communicate the cancellation to the client as soon as reasonably possible.

11. Postponement of the Trip

• A client may request to postpone the scheduled trip to a later date.
• The existing advance deposit may be transferred to the postponed trip, subject to confirmation by Haven Holidays Pvt. Ltd.
• The new travel date will be subject to the availability of accommodation, transportation, flights, guides, porters, permits, and other required services.
• If the price of the postponed trip is higher than the original booking price, the client must pay the difference.
• If the new trip has a lower price, the applicable difference will be handled according to the revised booking agreement.
• Any non-refundable costs already paid to third-party service providers may apply.
• Clients are encouraged to request postponement as early as possible to minimize potential additional costs.

12. Advance Deposit for Future Trips

• If a client cannot undertake the originally booked trip, the 25% advance deposit may, with the agreement of Haven Holidays Pvt. Ltd., be transferred toward a future trip or travel plan.
• The deposit may be used by the same client for another trekking, tour, expedition, sightseeing package, or other travel service offered by Haven Holidays Pvt. Ltd.
• The company may also allow the advance deposit to be used for a future trip arranged for a close family member, friend, or another person nominated by the original client.
• Any transfer of the deposit to another person must be approved by Haven Holidays Pvt. Ltd. in writing before the new booking is confirmed.

13. Future Travel Credit

• The travel credit may be used toward a future trip arranged through Haven Holidays Pvt. Ltd.
• The validity period and conditions of the travel credit will be confirmed by the company at the time of postponement, cancellation, or transfer.
• The value of the travel credit will normally correspond to the amount paid and approved for transfer, subject to any non-refundable third-party expenses.

14. Changing the Itinerary

• Clients may request changes to their itinerary before the trip begins (at least a week before)
• Changes may include the number of trekking days, accommodation category, transportation arrangements, starting point, ending point, sightseeing locations, rest days, or other components of the trip.
• Haven Holidays Pvt. Ltd. will make reasonable efforts to accommodate such requests, subject to availability and operational conditions.
• Additional costs resulting from requested changes will be payable by the client.
• If the revised itinerary reduces the number of services included in the original booking, the reduction does not automatically qualify for a refund.

15. Changing the Trekking Route

• Clients may request to change the trekking route before departure (at least a week before).
• For example, a client may request to change from one trekking route to another suitable route in Nepal.
• The existing advance deposit can be transferred to the revised trip, subject to agreement with Haven Holidays Pvt. Ltd.
• The total price will be recalculated according to the new route, duration, permits, transportation, accommodation, guide and porter requirements, and other services.
• Any additional cost resulting from the new route will be payable by the client.

16. Changing the Entire Trip

• A client may request to change the originally booked trip to another trip offered by Haven Holidays Pvt. Ltd ( at lest a week before).
• For example, a client who has booked an Everest Base Camp Trek may request to change to an Annapurna Base Camp Trek, Annapurna Circuit Trek, Langtang Valley Trek, Mardi Himal Trek, Poon Hill Trek, or another suitable tour or trekking package.
• Where practical, the advance deposit may be transferred to the new trip.
• The new trip price will be calculated according to the revised itinerary and services.
• If the new trip costs more than the original booking, the client must pay the difference.
• If the new trip costs less, the applicable difference will be handled according to the revised booking agreement.

17. Transfer of Booking to a Close Person

• Such a transfer must be approved by Haven Holidays Pvt. Ltd. before the trip begins.
• The replacement traveler must provide all documents and information required for permits, flights, accommodation, insurance, and other travel arrangements.
• Any additional costs resulting from the transfer will be payable by the client or replacement traveler.

18. Changes Due to Health, Injury, or Family Circumstances

19. Changes Due to Weather, Natural Disaster, or Unforeseen Circumstances

• Alternative arrangements may include changing the trekking route, modifying the itinerary, changing the trip duration, postponing the trip, changing the destination, or using alternative transportation.
• The company will make reasonable efforts to protect the client's interests while maintaining safety and operational feasibility.

20. No Refund After the Trip Has Started

• Once the trip has formally started, no refund will be provided for unused services resulting from unforeseen circumstances or changes during the trip.
• This may include unused hotel nights, meals, trekking days, transportation, domestic flights, guide services, porter services, sightseeing activities, permits, or other prepaid services.
• No refund will normally be provided if a client voluntarily leaves the trip, changes the itinerary, decides not to continue, arrives late, or chooses not to use an included service after the trip has started.
• This policy applies because many travel services are prepaid, reserved specifically for the client, and cannot be recovered or resold once the trip has commenced.

21. Changes After the Trip Has Started

• The flexibility provisions for postponement, transfer, route changes, and trip changes primarily apply before the trip formally begins.
• Once the trip has started, voluntary changes requested by the client do not automatically qualify for a refund.
• Unused services resulting from voluntary itinerary changes, early departure, route changes, or shortening of the trip are generally non-refundable.
• Where additional services are required because of a change during the trip, the additional cost will normally be payable by the client.

22. Force Majeure

• The company will make reasonable efforts to assist clients and provide practical alternatives whenever possible.
• Additional costs resulting from such circumstances may be payable by the client unless otherwise agreed or covered by travel insurance.

23. Domestic Flights

• Domestic flights in Nepal, particularly flights to mountain destinations, are dependent on weather, visibility, airport conditions, aircraft availability, and aviation regulations.
• Flights may therefore be delayed, rescheduled, diverted, or cancelled.
• Haven Holidays Pvt. Ltd. will assist clients with reasonable alternative arrangements whenever possible.
• Additional costs resulting from flight disruptions, including accommodation, meals, transportation, or alternative flights, may be payable by the client unless otherwise agreed.

24. Helicopter Services

• Helicopter services may be included in certain itineraries or arranged when required.
• Helicopter flights remain subject to weather, visibility, aviation regulations, operational availability, and safety considerations.
• If a helicopter flight cannot operate safely, Haven Holidays Pvt. Ltd. will attempt to arrange an appropriate alternative.

25. Accommodation

• Accommodation will be provided according to the category specified in the confirmed itinerary.
• Accommodation standards vary between Kathmandu, Pokhara, other cities, and remote trekking regions.
• Facilities such as private bathrooms, hot showers, electricity, Wi-Fi, laundry, charging facilities, heating, and room availability may vary according to location and local conditions.
• In remote mountain areas, accommodation may be basic compared with international city standards.

26. Meals and Dietary Requirements

• Meals included in the package will be provided according to the confirmed itinerary.
• Clients should inform Haven Holidays Pvt. Ltd. about dietary requirements before departure.
• Reasonable efforts will be made to accommodate vegetarian, vegan, gluten-free, allergy-related, and other dietary requirements.
• However, food choices may be limited in remote trekking areas.
• Clients with serious food allergies should inform the company in advance and take appropriate personal precautions.

27. Trekking Permits and Entry Fees

• Haven Holidays Pvt. Ltd. will arrange the permits and official entry fees specified in the confirmed package.
• Clients must provide accurate passport information and other required details for obtaining permits.
• Permit rules, fees, restricted-area regulations, conservation fees, and local government requirements may change.
• Clients must comply with all applicable regulations during their trip.

28. Travel Insurance

• Haven Holidays Pvt. Ltd. strongly recommends comprehensive travel insurance for every client.
• For trekking and high-altitude trips, insurance should cover trekking activities at the required altitude and emergency medical evacuation.
• Clients should check whether their policy covers trip cancellation, medical treatment, helicopter evacuation, loss of baggage, flight delays, and other relevant risks.
• Haven Holidays Pvt. Ltd. is not responsible for expenses that are not covered by the client's insurance policy.

29. Health and Fitness

• Clients are responsible for determining whether they are physically and medically fit for their selected trip.
• High-altitude trekking involves inherent risks, including altitude sickness, dehydration, exhaustion, injury, extreme weather, and other medical emergencies.
• Clients should obtain appropriate medical advice before undertaking demanding trekking or adventure activities.
• The company's guide or representative may recommend rest, descent, medical attention, or changes to the itinerary if continuing the trip presents a significant safety risk.
• Clients are expected to follow reasonable safety instructions.

30. Emergency Evacuation

• If a medical or other emergency occurs during a trip, Haven Holidays Pvt. Ltd. will make reasonable efforts to assist the client.
• Assistance may include contacting local authorities, medical facilities, rescue organizations, transportation providers, or helicopter operators.
• The costs of emergency evacuation, medical treatment, additional transportation, accommodation, meals, or other emergency services are normally the responsibility of the client or their insurance provider.

31. Guide and Porter Services

• Guides and porters will be provided according to the confirmed package.
• Clients are expected to treat guides, porters, drivers, hotel staff, and other local service providers respectfully.
• Guides are responsible for providing reasonable assistance, information, and safety guidance during the trip.
• Clients must follow reasonable instructions given by their guide, particularly regarding weather, altitude, trail conditions, and safety.

32. Personal Belongings

• Clients are responsible for their passports, money, electronic devices, luggage, trekking equipment, documents, and other personal belongings.
• Haven Holidays Pvt. Ltd. is not responsible for loss, theft, or damage to personal belongings unless such loss is directly caused by proven negligence or misconduct of the company.
• Clients should keep valuable belongings secure and obtain appropriate travel insurance.

33. Passport, Visa, and Travel Documents

• Clients are responsible for ensuring that they have valid passports, visas, permits, travel documents, and other documents required for entry into Nepal and participation in the trip.
• Haven Holidays Pvt. Ltd. may provide general assistance and information but is not responsible for a client's failure to obtain or maintain valid travel documents.
• Any resulting costs or losses are the responsibility of the client.

34. Client Conduct

• Clients are expected to behave responsibly throughout their trip.
• Haven Holidays Pvt. Ltd. reserves the right to remove a client from a trip if their behavior creates a serious safety risk, threatens staff or other travelers, causes significant disruption, or violates applicable laws.
• In such circumstances, the client may be responsible for all additional costs associated with leaving the trip.
• No refund will normally be provided for services not used following removal from a trip because of unacceptable conduct.

35. Environmental and Cultural Responsibility

• Haven Holidays Pvt. Ltd. supports responsible and sustainable tourism.
• Clients are expected to respect local communities, cultures, traditions, religious sites, wildlife, natural environments, and conservation regulations.
• Clients should avoid littering, damaging natural resources, disturbing wildlife, or causing unnecessary harm to local communities and cultural heritage.

36. Liability

• Haven Holidays Pvt. Ltd. will make reasonable efforts to provide the services described in the confirmed itinerary.
• However, the company cannot guarantee that every service will operate exactly as scheduled because travel services can be affected by circumstances beyond the company's reasonable control.
• The company is not responsible for losses resulting from circumstances that could not reasonably have been prevented or controlled.
• This includes delays, cancellations, route changes, weather conditions, natural disasters, government decisions, transportation disruptions, or actions of independent third-party service providers.

37. Third-Party Service Providers

• Some services are provided by independent third parties, including airlines, hotels, transportation companies, helicopter operators, restaurants, and local service providers.
• These providers may have their own terms, operational restrictions, safety requirements, and cancellation policies.
• Haven Holidays Pvt. Ltd. will make reasonable efforts to coordinate these services but cannot control circumstances caused directly by independent third-party providers.

38. Refund Processing

• Approved refunds will be processed by Haven Holidays Pvt. Ltd. after the refund decision has been confirmed.
• The time required to receive a refund may depend on the payment method, bank, payment gateway, international transfer system, or other financial institution.
• Any unavoidable bank, payment gateway, or transaction charges may be deducted from the refund where applicable.

39. Refund Currency

• Refunds will normally be made using the payment method or currency agreed at the time of booking, where reasonably possible.
• Exchange-rate differences, international banking charges, or transfer fees may result in the amount received by the client differing slightly from the original amount paid.

40. Special Requests

• Clients should inform Haven Holidays Pvt. Ltd. about special requests at the time of booking.
• These may include room preferences, dietary requirements, transportation requirements, celebration arrangements, accessibility needs, or other reasonable requests.
• Special requests are subject to availability and cannot always be guaranteed.

41. Photography and Promotional Materials

• Haven Holidays Pvt. Ltd. may take photographs or videos during trips for documentation, marketing, or promotional purposes.
• Clients who do not wish to appear in promotional materials should notify the company before the trip begins.
• The company will make reasonable efforts to respect such requests.

42. Responsible Tourism

• Haven Holidays Pvt. Ltd. encourages responsible travel practices that benefit local communities and help protect Nepal's natural and cultural heritage.
• Where possible, the company supports local guides, porters, accommodation providers, transportation operators, and community-based tourism initiatives.
• Clients are encouraged to minimize waste and respect local customs throughout their journey.

43. Privacy and Personal Information

• Haven Holidays Pvt. Ltd. may collect and use personal information necessary to arrange travel services.
• This may include passport details, contact information, emergency contact information, dietary requirements, and other information required for permits, flights, accommodation, insurance assistance, or trip operations.
• Personal information will be handled for legitimate travel and operational purposes and in accordance with applicable privacy requirements.

44. Changes to These Terms and Conditions

• Haven Holidays Pvt. Ltd. may update these Terms and Conditions when necessary because of changes in government regulations, tourism policies, operational requirements, payment systems, or business practices.
• The terms applicable to a confirmed booking will normally be those accepted by the client at the time of booking, subject to changes required by law or official government regulations.

45. Complaints and Service Issues

• If a client experiences a problem during the trip, they should immediately inform the guide, company representative, or Haven Holidays Pvt. Ltd.
• Prompt notification gives the company a reasonable opportunity to investigate the issue and provide an appropriate solution.
• Complaints submitted after completion of the trip should be made in writing to [email protected] with relevant details and supporting information.
• 46. Dispute Resolution
• Haven Holidays Pvt. Ltd. will make reasonable efforts to resolve complaints or disputes through direct communication and mutual understanding.
• Where a dispute cannot be resolved through discussion, the matter will be handled in accordance with the applicable laws and regulations of Nepal.

47. Acceptance of Terms

• The client specifically acknowledges that:
• The initial advance deposit is 25% of the total trip cost.
• The remaining balance must be cleared at least 21 days before the trip starting date.
• A genuine, reliable, and verifiable cancellation reason may qualify for a full refund.
• Cancellation without a reliable or authentic reason will result in a deduction of 25% of the advance deposit, with the remaining refundable amount returned subject to applicable conditions.
• The advance deposit may, subject to agreement, be transferred to a future trip or travel plan.
• The advance deposit may also be used for a postponed trip, changed itinerary, changed trekking route, different trip, or an approved close person.
• Additional costs resulting from changes, postponements, transfers, new routes, or revised itineraries may be payable by the client.
• Once the trip has formally started, unused services caused by unforeseen circumstances are generally non-refundable.
• Clients are responsible for obtaining appropriate travel insurance and following reasonable safety instructions.

48. Contact Information