Customer Agreement

Last updated: September 18, 2025

Customer Terms & Conditions

1. Acceptance of Terms

By accessing and using FirstTrek's services, you acknowledge that you have read, understood, and agree to be bound by this Customer Agreement. This agreement applies to all services provided by FirstTrek, including but not limited to trekking, accommodation booking, tour packages, and transportation services.

2. Service Description

FirstTrek provides the following services:

• Trekking and adventure activities
• Hotel and accommodation bookings
• Tour package arrangements
• Transportation services
• Travel consultation and planning
• Emergency support and assistance

3. Booking and Payment

All bookings are subject to availability and confirmation. Payment terms vary by service:

• Advance booking is recommended for all services
• Full payment may be required for certain packages
• Partial payments may be accepted with balance due before travel
• All prices are in Indian Rupees unless otherwise specified
• Prices are subject to change without prior notice

4. Cancellation and Refund Policy

Cancellation policies vary by service type and timing:

• Free cancellation up to 7 days before departure for most services
• 50% refund for cancellations 3-7 days before departure
• No refund for cancellations within 3 days of departure
• Force majeure events may qualify for full refund
• Processing fees are non-refundable

5. Health and Safety

Your safety is our top priority. You agree to:

• Follow all safety instructions provided by guides and staff
• Disclose any medical conditions that may affect your participation
• Carry necessary medications and medical information
• Wear appropriate safety gear when required
• Not participate in activities beyond your physical capabilities

6. Travel Insurance

We strongly recommend purchasing comprehensive travel insurance that covers:

• Medical emergencies and evacuation
• Trip cancellation and interruption
• Lost or damaged luggage
• Personal liability
• Adventure sports coverage (for trekking activities)

7. Travel Documents and Requirements

You are responsible for ensuring you have all required documents:

• Valid government-issued photo identification
• Travel permits where required
• Medical certificates if requested
• Visa and immigration documents for international travel
• COVID-19 related documents as per current guidelines

8. Code of Conduct

During your journey with FirstTrek, you agree to:

• Respect local customs, traditions, and cultural sensitivities
• Follow environmental conservation guidelines
• Maintain appropriate behavior in group settings
• Not engage in illegal activities
• Respect the rights and privacy of other travelers

9. Liability and Responsibility

FirstTrek's liability is limited to:

• Services directly provided by FirstTrek
• Compensation up to the amount paid for the service
• Claims arising from our negligence or breach of contract
• Exclusions for force majeure events and third-party actions

10. Dispute Resolution

In case of disputes, the following process applies:

• Direct communication with our customer service team
• Escalation to management if required
• Mediation or arbitration as a last resort
• Jurisdiction under Indian law in Dehradun courts

11. Privacy and Data Protection

We are committed to protecting your privacy:

• Personal information is collected only for service provision
• Data is stored securely and not shared with third parties
• You have the right to access and update your information
• Data retention follows legal requirements

12. Modifications to Agreement

FirstTrek reserves the right to modify this agreement:

• Changes will be communicated via email or website updates
• Continued use constitutes acceptance of modified terms
• Major changes require explicit consent
• Previous versions remain archived for reference

13. Contact Information

For questions about this agreement, contact us: