Customer Agreement
Last updated: September 15, 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:
Customer Support
FirstTrek (OPC) Private Limited
6/2 Convent Road, Race Course
Dehradun, Uttarakhand 248001
Phone: +91 9058846467
Email: support@firstrek.in
Important Notice
This Customer Agreement is a legally binding document. Please read it carefully before using our services. By using FirstTrek services, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions.
Updates and Changes
This agreement may be updated periodically. The most current version will always be available on our website. We recommend checking for updates before each trip.