Travel terms
& policies.

1. Booking & confirmation

These terms apply to travel services arranged by Divine Himalayas ("we", "us" or "the Company") for the person making the booking and the travellers included in it ("Guest" or "Guests").

• Website itineraries, estimates, enquiry forms and WhatsApp drafts are planning or enquiry tools. An enquiry or payment request does not by itself confirm a booking.
• A booking is confirmed after the required advance has been successfully received through our designated bank account or an approved payment channel, availability has been checked, and we have issued written booking confirmation. A payment acknowledgement alone is not confirmation of every requested service.
• The written quotation and confirmation will identify the travel arrangements, inclusions, exclusions, total price, applicable taxes and any service-specific conditions. Please check the details and tell us promptly about any error.
• These terms and any different or additional booking conditions must be shared before payment. A booking-specific condition applies only if clearly disclosed and accepted before the relevant service is booked; mandatory legal rights always take precedence. Later website updates do not retrospectively change an existing booking.
• Making an advance or part payment after receiving and accepting these terms records acceptance of the applicable booking conditions. Any consent specifically required by law will be obtained separately and expressly.
• If we cannot confirm the requested arrangements, we will offer available alternatives for your approval or return the payment for the unconfirmed arrangements. The guest-cancellation table does not apply when we are unable to confirm the booking.

2. Payment policy

The following schedule applies to the total confirmed package cost:

• The first two instalments, totalling 70%, must be received before arrival or commencement of the first booked service, whichever is earlier. The remaining 30% is due on arrival unless we have agreed in writing to collect it at a specified stage during the tour.
• Any different payment requirement for a particular supplier or booking must be disclosed and accepted before payment. Pay only through the bank account or payment channel confirmed by Divine Himalayas, and retain your receipt.
• If a payment is overdue, we may withhold confirmation or suspend or cancel affected services after notifying the Guest and, where reasonably practicable, allowing an opportunity to pay. Any deductions remain subject to the disclosed cancellation conditions and applicable law.

3. Cancellation & refunds

Please send cancellation requests in writing to divinehimalayas18@gmail.com or by WhatsApp to +91 78071 95957, quoting the booking reference, lead Guest's name and tour start date. A telephone conversation should be followed by a written request.

The cancellation date is the date your written request is received on either designated channel, using Indian Standard Time (IST). A later acknowledgement does not move the receipt date. "Departure" means the scheduled start date of your confirmed tour; the number of calendar days is calculated between the cancellation date and that start date.

• Charges are calculated on the total confirmed package cost, not only on the advance paid, and remain subject to applicable law. We will explain the calculation and deductions on request; charges will not exceed the amount lawfully recoverable.
• Any service-specific cancellation rule must be disclosed before booking. Supplier charges are not automatically added on top of the table: the same cost will not be recovered twice, and any different treatment must be clearly agreed beforehand and permitted by law.
• Mandatory airline, railway or other statutory refund rights take precedence for the relevant service, including any refundable taxes or fees. A package cancellation percentage does not remove those rights.
• Any amount already paid will be adjusted against lawful cancellation charges. We will return the eligible balance; if charges exceed payments received, we will explain any balance lawfully payable.

Refund process

• We will review the request promptly, provide the applicable deductions and confirm the eligible refund. Eligible package refunds will normally be processed within 15–30 working days of receiving the cancellation request, with any shorter mandatory deadline taking precedence.
• Where part of a refund depends on supplier reconciliation, we will explain the pending amount and expected timeline in writing. Supplier delays do not override a statutory deadline or justify unnecessary withholding of an undisputed refundable amount.
• Refunds will normally be returned to the original payment source. Where that is not possible, an alternative method will be agreed with the payer after verification. A travel credit will be offered only with the Guest's agreement where a monetary refund is due.
• Working days exclude Saturdays, Sundays and Indian bank/public holidays. Refunds for airline tickets follow the applicable aviation rules rather than the general package timeline; see Section 13.

4. Tour modifications & cancellation by us

• We may make reasonable itinerary or service adjustments because of weather, road or traffic conditions, authority restrictions, closures, festivals, maintenance, safety concerns or other operational circumstances. We will communicate significant changes as soon as reasonably possible.
• Where feasible, we will change the order of sightseeing or offer a suitable alternative of comparable standard. This does not guarantee access to a particular attraction or activity when conditions prevent it.
• For a material change before departure, we will explain the available alternatives and any price adjustment and seek the Guest's agreement. If an acceptable alternative cannot be agreed, we will explain the cancellation and refund options for affected services, including recoverable supplier amounts and applicable legal rights.
• An optional upgrade or additional service will not be charged without prior agreement. A lower-value replacement will be explained and any appropriate price difference addressed.
• If we cancel a confirmed booking for a reason within our control, rather than because of the Guest's breach, we will offer an agreed alternative or refund payments for the services we cancel without applying Guest cancellation charges. Where applicable law requires us to bear similar cancellation charges for our own unilateral cancellation, we will do so. This obligation is not excluded by the force-majeure section.

5. Guest conduct & safety

• We may immediately suspend or discontinue affected services where a Guest engages in illegal activity, violence, harassment, abusive behaviour, intoxication affecting safety, or conduct that materially endangers or disrupts other travellers, staff or the public.
• Where safe and reasonably practicable, we will explain the concern and give an opportunity to correct the behaviour. Immediate action may be taken where safety or the law requires it.
• The Guest remains responsible for services already provided and reasonable, documented losses or non-recoverable commitments arising from the conduct, to the extent permitted by law. Any eligible balance for unprovided services will be assessed and refunded; all payments are not automatically forfeited.

6. Responsibility & liability

• Divine Himalayas arranges travel services that may be performed by independent airlines, railways, hotels, transport operators and other suppliers. Their disclosed service conditions apply alongside these terms, subject to applicable law.
• We are responsible for performing our own agreed arranging and coordination obligations with reasonable care. We do not control independent suppliers or guarantee that services will be free from delays or disruption; however, we will reasonably assist with affected arrangements and claims.
• Guests must carry valid identification, travel documents and required permits, provide accurate traveller information, and comply with local laws and authority requirements.
• Guests should consider their fitness for the itinerary and tell us before booking about any medical condition, mobility limitation or special requirement relevant to the arrangements. Acceptance of a request does not itself confirm that every supplier can accommodate it; agreed assistance must be confirmed in writing.
• High-altitude travel involves health risks. Guests should seek appropriate medical advice, follow safety guidance and promptly report symptoms. This acknowledgement does not exclude liability for our own negligence or any responsibility that cannot lawfully be excluded.
• Guests should take reasonable care of personal belongings. We are not automatically responsible for loss, theft or damage outside our control. Nothing in these terms excludes liability for fraud, our own negligence, deficient service or any liability or remedy that applicable law does not permit us to exclude.

7. Events beyond reasonable control

Natural disasters, severe weather, strikes, epidemics or pandemics, political disturbances, government restrictions and similar events beyond reasonable control may cause delays, changes, cancellations or additional costs.

We will explain the effect on the booking and reasonably assist with alternatives, supplier recoveries or rescheduling. Additional services and costs will be discussed and agreed wherever practicable. Any deduction must relate to a disclosed, lawful charge or a reasonably evidenced non-recoverable commitment; amounts recoverable for unprovided services will be passed on. Refunds or credits remain subject to applicable law, and a credit will not replace a legally due monetary refund without the Guest's agreement. This section does not excuse a failure caused by our own negligence or remove any statutory cancellation or compensation obligation.

8. Governing law & consumer rights

These terms are governed by the laws of India. Disputes may be brought before the courts, consumer commissions or other authorities having jurisdiction under applicable law. Nothing in these terms restricts the Guest's right to approach a competent consumer forum or exercise any other statutory remedy.

If a provision is found unlawful or unenforceable, it will apply only to the extent permitted by law; the remaining provisions continue to operate where they can reasonably do so.

9. Hotel accommodation & room category

• Accommodation and the room category will be as stated in the written quotation and confirmation, subject to availability when the booking is made.
• Labels such as Standard, Deluxe, Super Deluxe, Premium or Luxury describe the hotel or package category stated in the quotation. They are not a representation of official government star classification unless expressly identified as such. Facilities and room-category names may differ between properties.
• If the selected property or room is unavailable, we will propose an available alternative of similar standard or a higher category and explain any relevant differences. Material substitutions require the Guest's agreement where reasonably practicable; Section 4 covers the available options.
• An upgrade carrying an additional charge will be booked only after the Guest's prior agreement. An alternative required because we cannot supply a confirmed arrangement does not automatically make the Guest responsible for an upgrade charge.

10. Check-in, check-out & meals

• Hotel check-in is generally around 2:00 PM, with check-out around 11:00 AM to 12:00 noon. The confirmed property's actual policy takes precedence and will be shared with the booking details.
• Early check-in and late check-out are subject to availability and may incur additional charges, payable directly to the hotel unless included in the quotation.
• Meals are provided according to the nights booked and the expressly included meal plan. Breakfast is generally not included on the check-in day and is included through the check-out day, unless the quotation or hotel meal plan states otherwise.

11. Vehicle usage & air conditioning

• Vehicle services follow the confirmed itinerary. The vehicle is not at the Guest's unrestricted disposal for personal errands, shopping, additional sightseeing or travel outside that itinerary.
• Additional journeys require prior agreement, vehicle availability and acceptance of any extra charge.
• Air conditioning may not operate on some hill sections because of safety, road conditions or vehicle operating requirements. Any known limitation relevant to the quoted vehicle service will be explained before booking.
• Drivers must follow applicable transport rules, lawful duty hours and safety requirements. Guests must not require a driver to exceed permitted limits or violate the law.

12. Rate validity & price changes

• Quotations are based on prevailing supplier tariffs, taxes, fuel costs and government levies, and remain subject to availability and the validity stated in the quotation until confirmation.
• Any revision before confirmation will be communicated for the Guest's acceptance before the service is booked. After confirmation, a price change may be applied only where supported by a clearly disclosed and accepted booking condition or required by law; it is not an unrestricted right to increase the price.
• We will explain the reason and calculation before seeking payment, discuss alternatives if the Guest does not accept a material change, and apply the refund and consumer protections in these terms and applicable law. No undisclosed discretionary fee will be added.
• Quoted rates apply to Indian nationals unless otherwise stated. Any different rate for foreign nationals will be identified separately before confirmation. The quotation will state the total payable amount, applicable taxes, inclusions and exclusions.

13. Air tickets & amendments

• Air tickets are included only when expressly stated. Date changes, reissues and cancellations depend on the airline's fare conditions, seat availability and applicable aviation rules. Any agency service charge must be separately disclosed and accepted before booking.
• Where a change requires cancellation and rebooking, the new fare and any lawful change or cancellation charges will be explained before proceeding.
• Airlines control their schedules, routes and operational changes. We will reasonably assist with available alternatives and refunds; neither the airline's fare terms nor our package cancellation table overrides mandatory passenger rights.
• Under applicable DGCA refund requirements, eligible refunds for tickets purchased through an agent or portal must be completed within 14 working days, with the onus on the airline. Any shorter applicable deadline takes precedence. We will facilitate the process and promptly pass on amounts received for the Guest; the general package refund timeline does not extend this deadline.
• Statutory taxes and refundable airport charges remain refundable where required, including for non-refundable fares or no-shows. Applicable limits on ticket cancellation charges and any eligible booking-review, correction or other passenger entitlement will be honoured. A credit shell will not be imposed where the passenger is entitled to choose a monetary refund.

14. Booking amendments

Please request changes to dates, travellers or the itinerary in writing through our designated contact channels. Changes depend on supplier availability and a revised written confirmation. We will explain additional charges, fare differences and applicable cancellation or rebooking costs before seeking agreement. Sending a change request does not by itself amend the confirmed booking.

15. Unused services & exclusions

No refund is ordinarily due for services voluntarily missed or left unused because of the Guest's personal plans or choice, except for recoveries or refunds required by applicable law. This does not apply as a blanket refusal of a remedy for services we fail to supply or provide deficiently.

Only services expressly listed under the quotation's "Package Includes" section are included. Optional activities, tickets, permits, personal expenses and other services are excluded unless specifically included. Any material cost needed to undertake the agreed itinerary will be explained before booking.

16. Contact & complaints

For booking questions, cancellation requests or complaints, please contact us using the details below. Include your booking reference and a short explanation so we can assist.

Operator

Divine Himalayas

Business / service address

Sundarnagar, Mandi, Himachal Pradesh, India

Email

divinehimalayas18@gmail.com

Phone / WhatsApp

+91 78071 95957 · Message on WhatsApp

Complaint contact

Shreya — Customer complaints

We will acknowledge complaints within 48 hours and address them within one month of receipt, or sooner where required by law. Please tell us promptly about an issue during travel so we can try to resolve it while assistance is practical. This does not limit your right to raise a complaint later within the applicable legal time limits.

For information about personal data, read our privacy policy. You may send privacy-related questions to the same email address.

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Last updated: 13 November 2026