Terms & Conditions

In these Terms and Conditions, the following words have the meanings set out below:

• "Trivilio", "we", "us" or "our" refers to the travel agency Trivilio, operating from Poloview, Srinagar, Jammu & Kashmir — 190001, India.
• "You" or "traveller" refers to any person who makes a booking with Trivilio or travels on one of our tours.
• "Booking" means a confirmed reservation for a tour package or any individual travel service arranged by Trivilio.
• "Tour package" means any combination of transport, accommodation, guided sightseeing, meals and other services sold as a single package.
• "Lead traveller" means the person who makes the booking on behalf of all members of a travel group.
• "Supplier" means any third party providing services under your booking (e.g. hotels, cab operators, gondola operators, adventure activity providers).
• "Force Majeure" has the meaning given in Section 10.

2.1 How to Book

Bookings may be made via our website enquiry form, WhatsApp, email, or by phone. A booking is confirmed only upon payment of the advance deposit (see Section 3) and receipt of a written booking confirmation from Trivilio.

2.2 Lead Traveller Responsibility

By making a booking, the lead traveller accepts these Terms and Conditions on behalf of all persons in the group. It is the lead traveller's responsibility to ensure all group members have read and agreed to these terms, have valid identification/travel documents, and are aware of the itinerary and conditions.

2.3 Accuracy of Information

You are responsible for providing accurate and complete information at the time of booking — including full names (matching government ID), contact details, travel dates, number of travellers and any special requirements. Trivilio accepts no liability for losses arising from inaccurate information provided by you.

2.4 Minors

Travellers under 18 years of age must be accompanied by a parent or legal guardian. Proof of guardianship may be requested for government permit applications.

3.1 Deposit

30% of the total package amount is required in advance to confirm your booking. This advance is non-refundable.

3.2 Balance Payment

The remaining 70% balance is due on the first day of arrival, payable via cash or IMPS, unless otherwise agreed in writing. For bookings made within 7 days of departure, full payment is due at the time of booking.

3.3 Payment Methods

• Bank transfer (NEFT/RTGS/IMPS) to our designated account
• UPI payment (PhonePe, Google Pay, Paytm)
• Cash payment at our Srinagar office
• Credit/Debit card (subject to applicable service charges)

3.4 GST & Taxes

All prices quoted are inclusive of applicable Goods and Services Tax (GST) unless explicitly stated otherwise. GST invoices are provided upon request.

3.5 Price Changes

Trivilio reserves the right to revise prices before a booking is confirmed. Once a booking is confirmed and the deposit is paid, the price is fixed — we will not increase it due to fuel, currency or supplier cost changes, except where required by a specific government levy or tax.

4.1 Cancellation by the Traveller

All cancellation requests must be submitted in writing to support@trivilio.com. Cancellations are effective from the date we receive written notice. The following charges apply:

4.2 Cancellation of Non-Refundable Components

Certain components (e.g. Gondola passes, Amarnath Yatra registrations, houseboat deposits, special activity permits) are non-refundable once booked regardless of the notice given. These will be specifically identified in your booking confirmation.

4.3 Cancellation by Trivilio

We reserve the right to cancel a tour due to insufficient minimum group size, Force Majeure events, safety concerns, road closures, government orders, or other circumstances beyond our reasonable control. In such cases, we will offer:

• A full credit towards an alternative tour within 12 months, or
• A full refund of payments made (excluding any non-refundable third-party costs already incurred on your behalf)

4.4 No Refund for Unused Services

No refund will be given for any services included in the tour that are unused by the traveller due to personal choice, late arrival, early departure, illness or any other reason.

5.1 Changes by the Traveller

Requests to change travel dates, hotels, group size or itinerary must be made in writing and are subject to availability. An amendment fee of ₹500 per change may be charged. Date changes less than 7 days before departure are treated as a cancellation and re-booking.

5.2 Changes by Trivilio

We may occasionally need to make minor changes to your itinerary — for example, substituting an equivalent hotel, altering sightseeing order due to road conditions, or adjusting timings. We will notify you as soon as possible. If a significant change is necessary (e.g. removing a major destination entirely), we will offer you the choice of accepting the change or receiving a full refund.

5.3 Itinerary During the Tour

The tour leader, guide or local agent may alter the itinerary during the tour due to weather, road conditions, security advisories, natural events or other operational reasons. These decisions are made in the best interests of the group's safety and experience. No refund is payable for such in-tour adjustments.

6.1 What Is Typically Included

• Accommodation as specified in the itinerary (twin/double sharing basis unless stated otherwise)
• Meals as specified (CP — Breakfast; MAP — Breakfast & Dinner; AP — All meals)
• Transportation as per itinerary (private cab/vehicle)
• Sightseeing as per itinerary
• Services of driver and/or local guide where specified
• Applicable taxes and service charges

6.2 What Is Typically Excluded (unless explicitly stated)

• Airfare, train tickets or bus fares to and from Kashmir
• Personal expenses — laundry, telephone, tips, alcohol, extra meals
• Entry fees to monuments, gondola / cable car charges, pony rides, adventure activities
• Government permits — Inner Line Permits, Protected Area Permits, Restricted Area Permits
• Travel insurance
• Medical expenses or emergency evacuation costs
• Any services not specifically listed in the confirmed itinerary
• Cost of any extension of stay due to flight delays, bad weather or force majeure

7.1 Health & Fitness

You are responsible for ensuring you are physically fit to undertake the tour activities. High-altitude destinations like Sonmarg (2,730 m), Gulmarg (2,690 m) and Leh (3,500 m) involve significant altitude. If you have heart conditions, respiratory issues, high blood pressure or other medical concerns, consult your doctor before booking. Trivilio accepts no liability for health complications arising during the tour.

7.2 Travel Documents

You are responsible for carrying valid government-issued photo ID (Aadhaar, Passport, Driving Licence or Voter ID) at all times. Foreign nationals must carry their Passport and valid Indian visa. Entry to certain areas may be refused without proper documentation.

7.3 Conduct & Respect

• Behave respectfully towards local communities, religious sites and customs
• Dress modestly when visiting dargahs, temples and other religious places
• Follow all instructions given by tour guides, drivers and local authorities
• Do not engage in any activity that is illegal under Indian law
• Do not carry, consume or distribute narcotics or prohibited substances

7.4 Photography & Restricted Areas

Photography may be prohibited in certain military installations, religious sites and restricted zones. Always follow local signage and instructions from security personnel. Violation of photography restrictions can result in arrest or confiscation of devices.

7.5 Liability for Damage

You are liable for any damage caused by you or members of your group to hotel property, vehicles or other infrastructure. Trivilio may charge the cost of such damage to the lead traveller.

7.6 Right to Remove

Trivilio reserves the right to remove any traveller from a tour if their conduct is deemed to endanger themselves, other travellers or our staff, or is disruptive to the group. No refund will be given in such cases.

The following operational rules apply to all Trivilio tours within Jammu & Kashmir. Please read these carefully before your trip.

8.1 Hotel Check-in & Check-out

• Standard check-in time: 14:00 hrs (2:00 PM)
• Standard check-out time: 12:00 hrs (noon)
• Early check-in is subject to availability and cannot be guaranteed
• Late check-out is available upon request and subject to availability; additional charges may apply
• Extra beds at hotels are provided in the form of mattresses/rollaway beds

8.2 Gulmarg — Snow Vehicle Charges

In the event of heavy snowfall in Gulmarg, our vehicles are restricted beyond Tangmarg (approximately 14 km before Gulmarg). Guests will need to switch to snow jeeps or chained vehicles arranged by local operators at Tangmarg.

8.3 Union Cab & Pony Restrictions

• Gulmarg: Our vehicles are not permitted to move from the hotel/parking area due to local union restrictions. Guests must use union cabs or ponies for sightseeing within Gulmarg.
• Sonmarg: Union cabs are mandatory for visiting Thajiwas Glacier and Zero Point. Costs are payable directly by guests.
• Pahalgam: Union cabs are required for Aru Valley, Chandanwari and Baisaran Valley. Guests pay directly for these local cabs and any pony rides.
• These union restrictions are enforced by local authorities and are outside Trivilio's control.

8.4 Activities Paid Directly by Guests

• Gulmarg Gondola (Phase 1 & 2) — must be booked online at jammukashmircablecar.com; no offline/on-the-spot booking available
• Skiing, snowboarding, snow zorbing, horse riding — paid directly to activity operators
• Thajiwas Glacier & Zero Point (Sonmarg) — horse/pony ride paid directly
• Baisaran Valley (Pahalgam) — entry and pony ride paid directly
• Mughal Gardens, monument entry fees, camera fees — paid directly
• Guest entry fee at Gulmarg / Aru Valley

8.5 Mobile Connectivity

Prepaid mobile SIM cards (of any operator) are NOT active in Kashmir. Only postpaid connections work in the valley. We strongly recommend activating a postpaid connection or an international roaming plan before travelling, or purchasing a local postpaid SIM on arrival.

8.6 Environment — Polythene Ban

The use, sale and distribution of polythene / plastic carry bags is strictly prohibited throughout Jammu & Kashmir by government order. Please carry cloth or jute bags. Violations may attract fines from local authorities. Trivilio supports this ban and expects all guests to comply.

8.7 Hotel Substitution

We reserve the right to substitute a hotel with one of equivalent or higher category if the specified hotel becomes unavailable due to overbooking, damage or other operational reasons. We will inform you as soon as possible in such cases. No refund is payable for hotel substitution of equal category.

Certain destinations in Jammu & Kashmir and Ladakh require government permits:

Where permit assistance is included in your package, Trivilio will apply for permits on your behalf using the information you provide. It is your responsibility to ensure all information is accurate and complete. Trivilio is not liable for permit refusals due to incomplete documentation, security clearance issues, or changes in government policy.

9.1 Trivilio's Liability

Trivilio acts as a tour organiser, not as a direct provider of transport, accommodation or other services. While we carefully select our suppliers, we cannot be held liable for the acts or omissions of third-party service providers.

9.2 Limitation of Liability

To the maximum extent permitted by law, Trivilio's total liability to you for any claim arising from a booking shall not exceed the total amount paid by you for the specific tour in question.

9.3 We Are Not Liable For

• Personal injury, illness or death unless directly caused by our negligence
• Loss, theft or damage to personal belongings, luggage or equipment
• Flight delays, missed connections or airline cancellations
• Road closures, landslides, avalanches or weather-related disruptions
• Acts of terrorism, civil unrest, government travel advisories or security-related route changes
• Losses arising from inaccurate information provided by you
• Any indirect or consequential losses

9.4 Adventure Activities

Participation in adventure activities (skiing, trekking, white-water rafting, paragliding, horse riding, etc.) is entirely at your own risk. You must sign any waiver or declaration required by the activity operator. Trivilio is not liable for any injury or loss arising from such activities.

Trivilio shall not be liable for any failure to perform, or delay in performance of, its obligations caused by events beyond our reasonable control, including but not limited to:

• Natural disasters — earthquakes, floods, avalanches, landslides, snowstorms, cyclones
• Pandemic, epidemic or public health emergency declared by government authorities
• Acts of war, terrorism, civil unrest, curfew or government-imposed restrictions
• Road closures or blockades by local authorities or public agitation
• Strikes, industrial action or utility failures
• Decisions by J&K government, Ministry of Home Affairs, or Armed Forces restricting tourist access

In the event of a Force Majeure, we will make every effort to find alternative arrangements. Refunds will be limited to amounts recoverable from suppliers. The non-refundable deposit will not be returned under any Force Majeure scenario.

We strongly recommend that all travellers purchase comprehensive travel insurance before booking a Kashmir tour. Your policy should ideally cover:

• Medical expenses and emergency hospitalisation
• Emergency evacuation and repatriation
• Trip cancellation and curtailment
• Baggage and personal effects loss
• Adventure sports and high-altitude activities (if applicable)
• Personal liability

Trivilio does not currently provide travel insurance as part of our packages. You are responsible for arranging your own coverage. If you travel without insurance, you do so entirely at your own financial risk.

12.1 During the Tour

If you have a problem during the tour, please inform your tour guide or driver immediately so we can attempt to resolve it on the spot. Contacting us early gives us the best chance of fixing the issue.

12.2 After the Tour

Any formal complaint must be submitted in writing to support@trivilio.com within 30 days of the tour end date. Complaints submitted after this period may not be considered.

12.3 Dispute Resolution

We will attempt to resolve disputes amicably. If a resolution cannot be reached within 30 days of receiving your written complaint, either party may refer the matter to mediation or the appropriate Consumer Forum under the Consumer Protection Act, 2019 (India).

These Terms and Conditions are governed by and construed in accordance with the laws of India. Any dispute arising out of or relating to these terms or any booking shall be subject to the exclusive jurisdiction of the courts in Srinagar, Jammu & Kashmir, India.

The Consumer Protection Act, 2019, the Indian Contract Act, 1872, and other applicable Indian statutes govern the relationship between Trivilio and its customers.

For any questions about these Terms and Conditions, please contact us:

• Company: Trivilio
• Email: support@trivilio.com
• Phone / WhatsApp: +91 88991 33899
• Address: Trivilio, Poloview, Srinagar, Jammu & Kashmir — 190001, India
• Office Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST