LEGAL & POLICY DOCUMENT
Last Updated: June 01, 2026
Privacy Policy
Grievance Officer: For any privacy concern, contact our Grievance Officer at explore@heyadri.com. We shall respond within 15 working days as required under the IT (Intermediary Guidelines) Rules, 2021.
Terms & Conditions of Service
Cancellation & Refund Policy
60+ days
30–59 days before departure
15–29 days before departure
0–14 days / Day of departure
Deposit forfeited
50% of total package value
75% of total package value
100% of total package value
Refund
Balance refunded
50% refunded
25% refunded
No refund
NOTE: Festival departures, fixed-group tours, and peak-season bookings (October–January and April–June) may carry stricter cancellation terms. Any such variation will be communicated in writing at the time of booking and will form part of your Booking Confirmation.
Cancellation by Heyadri:
Heyadri may cancel a confirmed booking due to: insufficient group participants, force majeure events, government travel advisories, or third-party supplier failures beyond our control. In such cases, we will offer a full refund of all amounts paid to Heyadri, or a credit note valid for 12 months. Our liability does not extend to independently purchased flights, visas, or accommodation.
No-Show:
Failure to appear at the designated departure point without prior written notice constitutes a same-day cancellation. One hundred percent (100%) of the total package value is forfeited. No refund, credit, or alternative arrangement will be provided.
Modifications to Bookings:
Modification requests (dates, itinerary, participants) must be submitted in writing at least 14 days before departure and may attract a minimal administrative fee. Modifications within 14 days of departure may not be possible and will be treated as a cancellation subject to the charges above.
Refund Processing:
Approved refunds are processed within 14–30 working days to the original payment source. Heyadri is not responsible for bank or payment gateway delays. Transaction charges and conversion fees, if any, will be deducted. Refunds are not made in cash under any circumstances.
Travel Insurance — Strongly Advised: Heyadri urges all guests to purchase comprehensive travel insurance at the time of booking, covering trip cancellation, medical emergencies, emergency evacuation, and adventure activity participation. Procurement of travel insurance is entirely your responsibility.
Limitation of Liability
Adventure Activities — Assumption of Risk
Certain Heyadri packages include inherently dangerous adventure activities. By confirming a booking that includes any such activity, you voluntarily and knowingly accept all associated risks and irrevocably waive all claims against Heyadri. Please read this section in its entirety before booking.
Activities Covered:
Our tours may include the following adventure and outdoor activities, each carrying inherent and unavoidable physical risk:
Trekking and Hiking — traversal of mountainous, forested, high-altitude, or remote terrain
River Canyoning — navigation of river gorges through swimming, jumping, abseiling in fast-flowing water
Cliff Jumping — leaping from elevated natural rock formations into water bodies
Kayaking — paddling in open or whitewater environments with risk of capsizing and collision
White-water Rafting — traversal of river rapids with risk of capsizing and ejection
Wilderness Camping — exposure to wildlife, extreme temperatures, and limited medical access
Rappelling / Abseiling — descent of vertical rock faces using ropes
Any other activity described in your itinerary as an adventure, outdoor, or physical activity
Voluntary Assumption of Risk:
By confirming your booking, you expressly declare and acknowledge that:
You have been fully informed of the nature and inherent risks of all booked activities
You participate entirely voluntarily, having independently assessed and accepted all associated risks
Adventure activities carry inherent risks — including serious physical injury, permanent disability, and death — that cannot be wholly eliminated through reasonable precaution
You have independently assessed and confirmed that you are physically fit, medically capable, and psychologically prepared for the activity
Guest's Sole Responsibility:
Each guest accepts sole and exclusive personal responsibility for:
Their own safety and the safety of any minor in their care during all activities
Strict compliance with all safety rules, operational procedures, and instructions from guides and operators — before, during, and after every activity
Correct and proper use of all safety equipment and personal protective gear provided
Immediately informing the guide of any deterioration in physical condition, injury, or safety concern
Refraining from participation while under the influence of alcohol, narcotics, or any substance impairing judgement or coordination
Adherence to all statutory regulations, permit conditions, and environmental guidelines
Mandatory Health Declaration:
Guests with any pre-existing cardiovascular, respiratory, musculoskeletal, epileptic, or psychiatric condition — or any condition aggravated by physical exertion, altitude, or stress — must obtain written medical clearance from a registered medical practitioner (MBBS or above) before participating in any adventure activity.
Pregnant guests are strictly prohibited from all adventure activities offered by Heyadri.
Heyadri reserves the right to exclude any guest from an activity where, in the guide's or trip leader's reasonable judgment, participation poses a safety risk — with no refund payable.
Indemnification for Adventure Activity Claims:
The guest agrees to fully indemnify and hold harmless Heyadri and all its personnel against any and all claims, actions, damages, liabilities, costs, and legal expenses brought by the guest, any accompanying minor, or any third party arising from the guest's participation in any adventure activity booked through Heyadri.
Contact & Grievance Redressal
For queries, complaints, legal notices, or grievances, please contact us through the appropriate channel. All formal legal notices must be sent by registered post or courier (with Acknowledgement Due) to our registered address, with a copy by email.
Website
General Inquiries, Bookings, Customer Support
Phone
+916901150990
Registered Address
Ulubari, G.S. Road, Guwahati-7,Kamrup (M), Assam — 781007, India
Business Hours
Monday–Saturday, 9:00 AM – 6:00 PM IST
GSTIN / Reg. No.
18AASFH4466P1ZD
How to Raise a Grievance:
If you have a complaint about our services:
Submit your grievance in writing to explore@heyadri.com within 30 calendar days of the incident
We will acknowledge your complaint within 3 working days
We aim to resolve all complaints within 14 working days of acknowledgement
If unresolved, you may escalate to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
Disputes not resolved within 30 days may be referred to arbitration in Guwahati, Assam, under the Arbitration and Conciliation Act, 1996
Amendments to These Policies: Heyadri reserves the right to amend any of these policies at any time. Changes take effect upon publication on the website. Continued use of the website or maintenance of an active booking after publication constitutes acceptance of the revised terms.