Refund Policy
Last updated: September 13, 2025
Overview
At FirstTrek, we understand that travel plans can change unexpectedly. This refund policy outlines the terms and conditions for cancellations and refunds for our various services including treks, hotel bookings, tour packages, and other travel services.
We strive to provide fair and transparent refund policies while ensuring the sustainability of our service providers and partners.
Secure Payment Processing
All payments are processed securely via well-reputed payment gateways including PhonePe. This trusted payment partner ensures that your financial information is protected with industry-standard encryption and security protocols.
Your payment details are never stored on our servers and are handled directly by our secure payment gateway, providing you with complete peace of mind during the booking process.
General Refund Terms
Cancellation Timeline
| Cancellation Period | Cancellation Fee | Refund Amount | Processing Time & Credit Time |
|---|---|---|---|
| Within 24 hours of booking | No cancellation fees | 100% of booking amount | 7-10 business days |
| After 24 hours and up to 7 days from booking date | 40% of booking value | 60% of booking amount | 7-10 business days |
| After 7 days from booking date | 70% of booking value | 30% of booking amount | 7-10 business days |
| Within 14 days before the trip start date | 100% of booking value | No refund | N/A |
Important Information
If trek is cancelled from our end: Only Convenience Fee will be charged, rest amount will be fully refunded.
Service-Specific Policies
Trekking Adventures
- Cancellation due to weather conditions: Full refund or rescheduling option
- Cancellation due to government restrictions: Full refund
- Medical emergencies: 80% refund with valid medical certificate
- No-show on trek day: No refund
Hotel & Homestay Bookings
- Free cancellation up to 24 hours before check-in (subject to hotel policy)
- Non-refundable bookings: No refund unless extenuating circumstances
- Early check-out: Pro-rated refund based on hotel policy
Tour Packages
- Custom packages: Refund based on individual component policies
- Group tours: Standard cancellation timeline applies
- International tours: Additional airline and visa fee considerations
Refund Process
How to Request a Refund
- Contact our customer support team via phone or email
- Provide your booking reference number and reason for cancellation
- Submit any required documentation (medical certificates, etc.)
- Wait for confirmation of refund approval
- Refund will be processed to the original payment method
Required Documentation
- Booking confirmation email or reference number
- Valid government ID for verification
- Medical certificate (for medical cancellations)
- Official documentation for government-imposed restrictions
Processing & Credit Times
Credit/Debit Cards
7-10 business days
Bank Transfers
3-5 business days
Digital Wallets
1-3 business days
UPI Payments
1-2 business days
Non-Refundable Items
The following items are typically non-refundable:
- Processing fees and service charges
- Insurance premiums (unless policy allows)
- Visa application fees
- Airline tickets (subject to airline policy)
- Special event tickets or permits
- Customized services or arrangements
Force Majeure & Special Circumstances
Natural Disasters & Emergencies
In case of natural disasters, political unrest, or other force majeure events, we will work with our partners to provide the best possible resolution, which may include:
- Full refund of affected services
- Rescheduling to alternative dates
- Credit for future bookings
- Alternative arrangements where possible
COVID-19 Related Cancellations
For COVID-19 related cancellations, we follow government guidelines and provide:
- Full refund for government-imposed travel restrictions
- Flexible rescheduling options
- Credit vouchers valid for extended periods
- Reduced cancellation fees for affected bookings
Dispute Resolution
If you disagree with a refund decision, you may:
- Request a review by our management team
- Provide additional documentation or evidence
- Escalate to our customer relations department
- Seek mediation through travel industry associations
Contact Information
For refund-related inquiries, please contact us:
Refund Support Team
FirstTrek (OPC) Private Limited
6/2 Convent Road, Race Course
Dehradun, Uttarakhand 248001
Phone: +91 9058846467
Email: refunds@firstrek.in
Important Notice
Refund processing times may vary based on your bank or payment provider. Please allow the full processing time before contacting us about refund status.