Cancellation & Refund Policy

This Cancellation & Refund Policy ("Policy") applies to all bookings made through the Himalos platform ("Platform"). By completing a booking you confirm that you have read and agree to this Policy. Himalos operates as a marketplace that facilitates bookings between travellers and independent local operators ("Operators"). The travel experience is provided by the Operator, not by Himalos, and the cancellation terms that apply to your booking are set by the Operator at the time of listing.

Nothing in this Policy affects any statutory rights you may have under the law of your country of residence. Where applicable law provides rights that differ from or exceed those set out here, your legal rights will prevail.

1. Cancellation tiers

Each experience listed on Himalos carries one of four cancellation tiers. The applicable tier is displayed on the experience detail page and shown again at checkout before you confirm payment. You are responsible for reviewing the tier before booking. Himalos does not guarantee that tiers will remain unchanged after a booking is confirmed, but any tier change will not apply retrospectively to existing bookings.

For the Standard, Short, and Moderate tiers, cancellations made after the free-cancellation cutoff but before the scheduled departure are eligible for a 50% partial refund of the booking amount. Cancellations submitted on the departure day or after the scheduled departure time are not eligible for any refund.

Partial refunds are calculated on the amount you paid at checkout. The Himalos platform service fee is retained in full once the free-cancellation window has closed and is not included in the amount refunded to you.

Standard

A full refund is available if you cancel more than 24 hours before the scheduled departure. Cancellations within 24 hours of departure receive a 50% partial refund of the booking amount. Best suited for day trips and short experiences.

Short

A full refund is available if you cancel more than 3 days before the scheduled departure. Cancellations within 3 days of departure receive a 50% partial refund of the booking amount. Suitable for 2–4 day packages.

Moderate

A full refund is available if you cancel more than 7 days before the scheduled departure. Cancellations within 7 days of departure receive a 50% partial refund of the booking amount. Common for trekking packages where guide or accommodation costs are pre-committed.

Extended

A full refund is available if you cancel more than 30 days before the scheduled departure. Cancellations within 30 days of departure are not eligible for any refund. This tier is applied to experiences where the Operator has pre-committed to third-party costs such as permits, domestic flights, or accommodation that are fully non-recoverable.

2. Cancellation deadline

The cancellation deadline is calculated from the scheduled departure date and time of your booking, as stated in your booking confirmation. All times are interpreted in Nepal Standard Time (UTC +5:45) unless explicitly stated otherwise on the listing. The deadline applicable to your booking is shown in your booking confirmation and in your account under My Bookings.

3. How to cancel

All cancellation requests must be submitted through the Platform:

1. Sign in to your Himalos account.
2. Navigate to My Bookings.
3. Select the relevant booking and choose Cancel booking.
4. Confirm the request. You will receive an email acknowledgement.

Cancellation requests made outside the Platform — including messages sent directly to an Operator via social media, WhatsApp, phone, or email — are not valid under this Policy and will not trigger a refund. If you are unable to submit a cancellation through the Platform due to a technical issue, please contact us at himalos.com/contact before your cancellation deadline.

4. Refund processing

Once a cancellation request is submitted, the Operator has the opportunity to review and confirm the request. Where a refund is due under the applicable tier, Himalos will process it after the Operator's confirmation. Refunds are returned to the original payment method used at checkout.

Refund processing times are estimates and depend on your payment provider and bank. Himalos does not guarantee that funds will appear in your account within any specific timeframe and accepts no liability for delays attributable to third-party payment processors or financial institutions.

If an Operator does not respond to a valid cancellation request within a reasonable period, Himalos may, at its discretion, process a refund in accordance with the applicable cancellation tier.

5. Operator-initiated cancellations

If an Operator cancels a confirmed booking — for any reason within the Operator's control — you are entitled to a full refund of all amounts paid. Himalos will endeavour to process this refund promptly after the cancellation is confirmed.

Repeated Operator-initiated cancellations may result in a review of the Operator's account and, where appropriate, removal from the Platform. Himalos makes no warranty regarding Operator reliability and is not liable for any loss arising from an Operator-initiated cancellation beyond the refund of amounts paid.

6. Force majeure and extraordinary circumstances

A "Force Majeure Event" means any event or circumstance beyond the reasonable control of Himalos or the Operator, including but not limited to: natural disaster, government action, border closure, travel advisory, epidemic or pandemic, civil unrest, armed conflict, infrastructure failure, or any other event that makes it impossible or impractical to deliver or receive the booked experience.

Where a Force Majeure Event affects a booking, Himalos will use reasonable endeavours to work with the Operator and traveller to find an appropriate resolution, which may include rebooking, a credit note, or a partial or full refund. The specific outcome is at Himalos's reasonable discretion and will depend on the circumstances of the individual booking and the Operator's situation. Himalos does not guarantee any particular outcome in a Force Majeure situation and is not liable for costs or losses beyond amounts paid to the Platform.

Personal circumstances — including change of plans, visa refusal, or failure to travel for any reason within your control — do not constitute a Force Majeure Event and are subject to the cancellation tier that applies to your booking.

7. Platform service fee

Himalos charges a platform service fee on each confirmed booking. This fee is deducted from the amount remitted to the Operator and is not an additional charge to you above the price displayed at checkout.

Where you cancel within the free-cancellation window and are entitled to a full refund, the full amount you paid is returned to you. Where you cancel outside the free-cancellation window under a partial-refund tier, the platform service fee is retained in full by Himalos from the non-refunded portion; it is not included in the amount refunded to you. If an Operator cancels a confirmed booking, you are entitled to a full refund of all amounts you paid (Section 5).

8. Partial cancellations and no-shows

If you book for a group and wish to reduce the number of participants, the reduction is treated as a partial cancellation. Refunds for cancelled participants are calculated at the per-person price and subject to the applicable cancellation tier, including any minimum group-size requirements stated in the listing.

If you fail to appear on the departure date without submitting a cancellation request through the Platform, the booking is treated as a no-show. No refund is issued for a no-show regardless of the cancellation tier or the reason for non-attendance.

9. Our role as facilitator

Himalos is a marketplace platform. We provide the technology and infrastructure that connects travellers with independent Operators. The contract for the delivery of a travel experience is between you and the Operator. Himalos is not a party to that contract and is not responsible for the quality, safety, legality, or delivery of any experience listed on the Platform.

By facilitating a booking, Himalos does not endorse, warrant, or guarantee the Operator's performance. Where an Operator fails to deliver an experience as described, your primary recourse is against the Operator. Himalos will use reasonable endeavours to support dispute resolution where requested, but is not obligated to compensate travellers for Operator failures beyond processing refunds in accordance with this Policy.

10. Limitation of liability

To the maximum extent permitted by applicable law, Himalos's total liability to you in connection with any booking, cancellation, or use of the Platform — whether in contract, tort, or otherwise — is limited to the total amount paid by you in connection with the relevant booking.

Himalos is not liable for any indirect, consequential, incidental, or special losses arising from a cancellation or failure to deliver an experience, including but not limited to travel costs, accommodation, visa fees, or loss of enjoyment. You are strongly advised to purchase comprehensive travel insurance prior to booking.

11. Dispute resolution

If you have a dispute about a cancellation or refund, please contact us first through himalos.com/contact or at [email protected]. We will review the relevant communications and booking details and endeavour to respond within a reasonable timeframe.

Where a dispute cannot be resolved directly, Himalos may review the matter and issue a determination. Himalos's determination is made in good faith on the available information and, while non-binding in law, represents our final position on the matter as a platform facilitator. If you remain unsatisfied, you may seek resolution through consumer protection authorities or courts in the jurisdiction applicable to you.

12. Changes to this policy

Himalos may update this Policy at any time. Material changes will be notified to registered users by email and reflected in the effective date at the top of this page. Continued use of the Platform after a Policy change constitutes acceptance of the updated terms. Changes will not apply retrospectively to bookings confirmed before the change takes effect.

13. Contact

• Email: [email protected]