• “Cloud Crest Trails”, “we”, “us” or “our” means the travel-service provider accepting the booking.
• “Customer”, “you” or “your” means the person making the booking and, where applicable, the passengers included in it.
• “Service” includes chauffeur-driven cab travel, airport transfer, local or outstation travel, customized tours, caravan journeys and related arrangements confirmed by us.
• “Booking confirmation” means our written confirmation sent by email, WhatsApp, invoice, receipt or another recorded communication.
• “Third-party service” means a hotel, campsite, activity, ticket, guide, permit, transport operator or other service not directly operated by us.

• Bookings are generally made by vehicle category, seating capacity or service type rather than by a particular registration number.
• Vehicle photographs may show a representative model, colour, interior or configuration.
• We may provide a comparable or upgraded substitute because of maintenance, breakdown, operational requirements or safety concerns.
• If a suitable substitute cannot be provided for a confirmed service, the remedies stated in our Cancellation & Refund Policy will apply.
• Passenger capacity must not exceed the lawful seating capacity of the vehicle.

• Luggage must fit safely within the lawful capacity of the selected vehicle and must not obstruct the driver or emergency exits.
• Oversized, excessive or unusual luggage must be disclosed before booking and may require a larger vehicle or additional charge.
• Customers should not leave cash, jewellery, documents, electronics or other valuables unattended.
• We will take reasonable care but are not responsible for ordinary loss or damage to personal property unless caused by our failure to exercise legally required care.
• Pets are permitted only with prior written approval and may require protective covering, cleaning arrangements or a different vehicle.
• Special requests are subject to availability and become binding only when confirmed in writing.

• The customer is responsible for damage caused deliberately or negligently by the customer or any included passenger.
• Reasonable repair, replacement, specialist cleaning, deodorising or downtime costs may be charged where supported by the circumstances.
• This may include damage or excessive cleaning caused by smoking, spills, vomiting, misuse of caravan equipment or prohibited items.
• Ordinary wear and tear is not chargeable.
• Any damage claim will be explained and, where reasonably available, supported by photographs, invoices, estimates or other records.

Travel in Uttarakhand, Himachal Pradesh and other mountain regions can involve narrow roads, changing weather, snow, rain, landslides, traffic restrictions and limited access.

• The driver and local authorities may decide whether a route, stop, parking location or road is safe and legally accessible.
• Passengers must not pressure the driver to speed, overload the vehicle, enter a prohibited route, violate driving-hour requirements or park illegally.
• Seat belts must be used wherever fitted and required.
• Itineraries may be adjusted for safety, road access or government directions.
• Reasonable safety decisions do not by themselves create a right to compensation for every missed stop or delay.

• Cancellations, no-shows, date changes and refund processing are governed by the Cancellation & Refund Policy published on this website and any service-specific terms in the booking confirmation.
• The time at which a cancellation request is received and acknowledged is used to determine the applicable cancellation charge.
• Non-refundable third-party costs already committed may be deducted where allowed by the confirmed terms and applicable law.
• No refund is ordinarily due for voluntarily shortened journeys, unused kilometres, unused inclusions or a trip abandoned by the customer after service begins.
• Nothing in these terms removes a remedy that the customer is legally entitled to receive for a proven service deficiency.

• Hotels, campsites, guides, activities, tickets, permits and other third-party services may be subject to their own terms, availability and cancellation rules.
• Where we arrange a third-party service as an intermediary, the third party remains responsible for delivering that service.
• We will use reasonable care in selecting and communicating with suppliers but cannot control every act, omission, closure or operational change of an independent provider.
• Where legally appropriate, we will assist the customer in communicating a genuine issue to the relevant supplier.

Neither party is responsible for failure or delay caused by circumstances beyond reasonable control, including severe weather, flood, landslide, earthquake, fire, epidemic, government restriction, road closure, strike, civil disturbance or another comparable event.

In such circumstances, we may offer a reasonable itinerary change, alternate date, service credit or refund of the recoverable amount after deducting services already supplied and actual non-refundable third-party costs.

• We are responsible for supplying confirmed services with reasonable care and skill, subject to the agreed itinerary and circumstances.
• We do not exclude liability for fraud, wilful misconduct, personal injury caused by legally attributable negligence, or any liability that cannot be excluded under applicable law.
• Subject to those non-excludable rights, we are not responsible for indirect or consequential loss that was not reasonably foreseeable when the booking was made.
• Any remedy will be assessed according to the affected service, evidence, applicable booking terms and governing law.
• Nothing in this section restricts the customer’s right to raise a lawful consumer complaint or seek a remedy before a competent authority.

• Personal information is handled according to our Privacy Policy and applicable law.
• We may contact the customer by phone, WhatsApp, SMS or email about an enquiry, payment, pickup, itinerary, safety update or confirmed service.
• The customer should promptly tell us if their contact information changes.
• Marketing communications will be handled separately from essential service communications and may be stopped using the available opt-out method.

1. Raise any problem as soon as reasonably possible during the service so that we have an opportunity to help.
2. For a complaint after travel, send the booking reference, travel date, issue and relevant supporting material by WhatsApp or email.
3. We will review the complaint and aim to provide a reasoned response within a reasonable period.
4. These internal steps do not prevent the customer from using any complaint or dispute mechanism available under applicable law.

These terms are governed by the laws of India. Subject to any mandatory consumer forum or other jurisdiction provided by applicable law, disputes will be subject to the competent courts and authorities having jurisdiction in Dehradun, Uttarakhand.

The parties should first attempt in good faith to resolve an issue through direct written communication.

• We may update these website terms for future enquiries and bookings. The updated date will appear at the top of the page.
• The terms applicable to an existing confirmed booking will ordinarily be those accepted at confirmation, together with any later written changes agreed by both parties.
• If one provision is found invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.
• The quotation, booking confirmation, these terms and the policies expressly incorporated into them form the complete agreement for the confirmed service.
• A failure to enforce a provision immediately does not automatically waive the right to enforce it later.