SECTION 1 – INTRODUCTION

This Policy explains how Madhu Tourism (“Company”, “we”, “us”, “our”) manages bookings, payments, changes, cancellations, refunds, and related matters for group tours, private/custom tours, pilgrimage packages (including Muktinath Darshan), transport, accommodation, sightseeing, permits, guides, and other travel services. By booking with us (the “Client”, “Traveler”, “Passenger”, or “Guest”), you agree to this Policy in full.

SECTION 2 – DEFINITIONS

• Tour Package: Any bundle of services sold as one product (e.g., hotel + transport + sightseeing).
• Independent Contractor: Third-party suppliers (hotels, transporters, guides, etc.).
• Deposit: Advance required to secure a booking.
• Full Payment: Total payable amount including taxes/fees.
• Force Majeure: Events beyond control (natural disasters, strikes, war, epidemics, govt. actions, etc.).
• Travel Credit: Non-refundable value for future travel with Madhu Tourism.

SECTION 3 – BOOKING PROCEDURE

• Bookings via madhutourism.com, phone/WhatsApp, or authorized agents.
• Provide full name (as per ID), contact details, travel dates, and special requests at the time of inquiry.
• Deposit: Typically 30–50% of package cost (varies by tour).
• Balance: Due no later than 15 days before departure (unless specified otherwise).
• Bookings made within 15 days of departure require full payment on booking.

SECTION 4 – BOOKING CONFIRMATION

• We issue a Booking Confirmation (itinerary, inclusions, pickup details, payments) upon receiving deposit/full payment.
• Client must review and report discrepancies within 48 hours.
• Bookings are non-transferable without written consent.

SECTION 5 – CLIENT RESPONSIBILITIES

• Provide accurate information; disclose medical needs/special assistance.
• Carry valid passport/visa/permits/ID and comply with destination rules.
• Be punctual (arrive 15 minutes before pickup); follow safety instructions.
• Respect local customs, sites of worship, and fellow travelers.

SECTION 6 – CANCELLATION BY CLIENT

All cancellations must be sent in writing (email/WhatsApp) and take effect only when acknowledged by us.

• 30+ days before departure: Refund of amount paid minus admin fee (₹2,000 per person or as stated).
• 15–29 days before departure: 50% of total tour cost charged.
• < 15 days before departure: 100% of tour cost charged (no refund).
• No-show on departure day: No refund.

Non-refundable items: flight/train/bus tickets, special permits/entries, visa fees/processing, and other prepaid services.

SECTION 7 – CANCELLATION BY MADHU TOURISM

• We may cancel due to minimum group size not met (16 adults), force majeure, supplier failure, or safety concerns.
• Client may choose a full refund or alternate tour/date (subject to availability).
• We are not liable for independently booked services (e.g., flights/hotels not part of our package).

SECTION 8 – RESCHEDULING & BOOKING CHANGES

• Client-requested changes allowed up to 15 days before departure (subject to availability and fare differences).
• Change requests within 15 days are treated as cancellation + new booking.
• Name changes may incur supplier/administrative fees.

SECTION 9 – REFUND PROCESS

• Refunds processed within 14 working days after approval; bank/gateway delays may occur.
• Refunds via original payment method unless agreed otherwise.
• Refunds are net of admin fees, gateway/bank charges, and non-recoverable supplier costs.

SECTION 10 – UNUSED SERVICES

• No refund for unused hotel nights, meals, sightseeing, transfers, or voluntary non-participation after tour start.
• If service is curtailed due to safety/weather/operational issues, we may offer alternatives or partial refunds at our discretion.

SECTION 11 – FORCE MAJEURE

Events beyond control (e.g., earthquakes, landslides, floods, extreme weather, epidemics, war, strikes, government restrictions) may require itinerary changes, curtailment, or extension without prior notice.

• We will make reasonable efforts to rearrange services or issue travel credit.
• Any additional expenses arising from such events are borne by the Client.
• No refunds for services not directly cancelled by us due to force majeure.

SECTION 12 – SPECIAL PILGRIMAGE CARE POLICY (MADHU TOURISM)

• Complimentary Fresh-Up: 1–2 hours of hotel use at Gorakhpur/designated pickup point for bathing & changing (subject to availability).
• Vehicles: Neat, clean, regularly sanitized; operated by Nepal-specialist drivers who know routes and temple protocols.
• Water: 1 litre mineral water per person per day throughout the trip (complimentary).
• Support: 24/7 assistance for emergencies, route changes, and on-trip queries.

SECTION 13 – LIABILITY LIMITATIONS

• Our maximum liability shall not exceed the total amount paid to us for the booking.
• No liability for loss/theft of belongings, illness/injury/death from third-party acts or personal negligence.
• We are not liable for delays, overbooking, or service interruptions by independent contractors.

SECTION 14 – INSURANCE

• Tour cost does not include any travel or medical insurance.
• We strongly recommend Clients obtain adequate insurance for health, accident, baggage, and trip cancellation.
• Insurance claims are handled directly between the Client and the insurer; we have no role in claim settlement.

SECTION 15 – HEALTH & SAFETY

• Clients must be physically fit for the planned itinerary; consult a doctor for high-altitude travel (e.g., Muktinath).
• Follow all safety instructions from guides, drivers, and local authorities.
• We reserve the right to refuse participation to anyone whose health may be at risk.

SECTION 16 – DOCUMENTATION & PERMITS

• Clients are responsible for obtaining valid passports, visas, and permits.
• We assist with certain permits (e.g., ACAP/TIMS for Muktinath) when included in the package.
• Failure to obtain/produce necessary documents may result in denial of service without refund.

SECTION 17 – PRICING POLICY

• Prices are dynamic and subject to change based on availability, demand, and supplier rates.
• Early bookings often get lower rates; last-minute bookings may incur higher rates.
• Price increases before departure due to fuel costs, taxes, or exchange rates must be paid in full before travel.

SECTION 18 – GROUP SIZE & TOUR OPERATION

• Group tours operate with a minimum of 16 adult participants unless stated otherwise.
• If minimum group size is not met, we may merge, postpone, or cancel the tour.
• In case of cancellation by us, Clients receive a full refund of the amount paid to Madhu Tourism.

SECTION 19 – ACCOMMODATION

• Accommodation is based on twin/triple sharing unless specified.
• Single occupancy is available at an additional cost.
• Hotel star ratings are as per local classification and may differ from international standards.

SECTION 20 – TRANSPORT

• Vehicle type depends on group size and package inclusions.
• All vehicles are commercially licensed and maintained for safety.
• Seating is generally first-come-first-served unless specified in itinerary.

SECTION 21 – MEALS

• Meal plans are as stated in the itinerary (e.g., Breakfast Only, MAP – Breakfast & Dinner).
• Special dietary requests should be made at booking and are subject to availability.
• No refund for unused meals.

SECTION 22 – BEHAVIOR & CONDUCT

• Clients must behave respectfully toward fellow travelers, staff, and locals.
• Disruptive or unsafe behavior may result in removal from the tour without refund.
• Drugs and prohibited substances are strictly banned on all tours.

SECTION 23 – COMPLAINTS & DISPUTE RESOLUTION

• Complaints during the tour should be reported immediately to the tour leader or company office.
• Written complaints must be submitted within 7 days of tour completion.
• In case of disputes, the decision of Madhu Tourism will be final and binding.
• Jurisdiction for all disputes lies in Gorakhpur, Uttar Pradesh, India.

SECTION 24 – AMENDMENTS TO POLICY

• Madhu Tourism reserves the right to amend, update, or replace this policy at any time without prior notice.
• Updated policies will be posted on our website and apply to all bookings made after the date of change.