Terms of use – Frozen Highway

Introduction and Confirmation of Consent

1.1 Thank you for choosing FROZEN HIGHWAY. We strive to ensure you have a memorable and enjoyable holiday experience. To prevent any misunderstanding, we request you to carefully read, understand, and accept the following Terms and Conditions along with our Privacy Policy before booking any tour, holiday, service, or making any transaction with FROZEN HIGHWAY—whether at our offices, through our sales partners, on our website, via mobile application, or otherwise. By proceeding with a booking, you acknowledge that you fully consent to and agree to abide by these Terms and Conditions. If you do not agree with any part of them, we kindly request that you refrain from making a booking.

1.2 These Terms and Conditions apply to all services offered by FROZEN HIGHWAY, including group tours, customized holidays, corporate tours, and all other domestic, international, or inbound travel services and products.

1.3 FROZEN HIGHWAY reserves the exclusive right to interpret these Terms and Conditions.

1.4 The company also reserves the right to modify, amend, add to, or waive any of the provisions, representations, or terms outlined herein at its discretion.

1.5 In the event of unforeseen force majeure circumstances or changes in government regulations, FROZEN HIGHWAY reserves the right to substitute or replace any portion of these Terms and Conditions with a valid and enforceable provision.

1.6 Each clause within these Terms and Conditions is considered severable. If any provision is deemed invalid, unlawful, or unenforceable, the remaining provisions shall continue to remain in full force and effect.

1.7 These Terms and Conditions, together with any booking-related communications or updates sent from time to time, constitute the complete and binding agreement between you and FROZEN HIGHWAY.

1.8 No binding agreement exists between you and FROZEN HIGHWAY until the company has received the initial registration amount or deposit, as applicable.

Description :

2.1 These Terms and Conditions shall be titled as the “FROZEN HIGHWAY Terms and Conditions.”

2.2 For reference purposes, these Terms and Conditions may also be referred to as the “Rules and Regulations.”

2.3 Throughout this document, FROZEN HIGHWAY may be referred to as “FROZEN HIGHWAY,“the Company,” “the Organization,” “we,” “us,” or “our.”
Similarly, the users of our services shall be referred to as “Guest(s),” “Tourist(s),” “Traveller(s),” “Client(s),” “Customer(s),” “Pax,” “Passenger(s),” “you,” “your,” “them,” or “they.”

2.4 The official website and mobile applications of FROZEN HIGHWAY shall hereinafter be collectively referred to as the “Website.”

Explanation of Terms:

3.1 FROZEN HIGHWAY operates under the brand name FROZEN HIGHWAY. Both names shall be treated as identical and used interchangeably.

3.2 “Website” refers to www.frozenhighway.com, and “Web Page” refers to any individual page within the said website.

3.3 “Brochure” refers to any document containing tour-related information, whether in the form of a printed brochure, e-brochure, e-itinerary, leaflet, booklet, travel planner, price list, information email, or any similar format.

3.4 “Tour” means any domestic, international, or inbound tour organized by FROZEN HIGHWAY.

3.5 “Group Tour” refers to a scheduled tour with a minimum of 20 guests for domestic tours and 30 guests for international tours.

3.6 “FIT” stands for Free Independent Travel, and “GIT” stands for Group Inclusive Tour.

3.7 “Corporate Tour” means a specially designed program for corporates, institutions, industries, or independent groups/individuals, including activities such as meetings, incentives, conferences, exhibitions, seminars, and team-building. This is also known as MICE (Meetings, Incentives, Conferences, Exhibitions).

3.8 “Customized Holiday” means a tailor-made trip designed as per an individual guest’s requirements. This is also referred to as FIT.

3.9 “Inbound” or India Inbound refers to tours, packages, or services offered to foreign nationals or non-resident Indians to explore destinations within India and the Indian subcontinent.

3.10 “Speciality Tour” means a group tour created for travelers with specific interests, such as Honeymoon Specials, Women’s Specials, Seniors’ Specials, Singles’ Specials, Short Trips, Cost Saver Tours, Festival Tours, Adventure Tours, Trekking, etc.

3.11 “Sales Partner” refers to FROZEN HIGHWAY’s authorized travel agents, duly licensed and equipped to sell tours organized by the company. These include channels such as PSPs (Preferred Sales Partners), KSPs (Key Sales Partners), OSPs (Overseas Sales Partners), and franchisees.

3.12 “Travel Advisor” means FROZEN HIGHWAY’s authorized salesperson who guides and assists guests in booking tours or services.

3.13 “Associate / Destination Management Company (DMC) / Contractor / Supplier / Vendor” means any service provider related to the tour or package, including airlines, cruises, railways, road transport, hotels, restaurants, caterers, sightseeing operators, entertainment parks, and others.

3.14 “Tour Manager / TM / Tour Leader / Tour Escort / Tour Assistant / Main Hoon Na” refers to a person designated by FROZEN HIGHWAY to conduct and manage the tour as per the itinerary and assist guests throughout.

3.15 “Guest(s)” refers to tourists, travelers, clients, vacationers, or any individual who has enquired, registered, or booked a tour/package by paying in part or full for services provided by FROZEN HIGHWAY.

3.16 “Gender” – Words used in the masculine shall include the feminine and vice versa. Words in the singular shall include the plural and vice versa, including grammatical variations where applicable.

3.17 “Tour Price” means the cost displayed in the Tour Price Grid across any medium (website, app, SMS, email, WhatsApp, brochure, leaflet, advertisements, social/print/electronic media, etc.) payable by the guest for booking the tour. Taxes and surcharges, if applicable, are extra.

3.18 “Child” means a guest below 11 years of age.
3.19 “Infant” means a guest below 2 years of age.

3.20 “Extra Bed” or Mattress refers to an additional roll-on mattress provided on the floor of a twin/double room.

3.21 “Surcharge” means an additional fee, charge, or tax payable over and above the quoted tour price, arising due to peak season, special events, or charges imposed by suppliers, contractors, or government/tourism authorities.

3.22 “Peak Season” or Super Peak Season refers to high-demand periods (e.g., summer vacations, Diwali, Christmas, New Year, festivals, or major events) when travel costs typically increase due to higher demand.

3.23 “First Day / Last Day / Day” of the tour may commence at any time (morning, afternoon, evening, night, or midnight) at the first destination depending on the arrival of the guest’s mode of transport (flight/train/cruise/etc.), and similarly applies to the last day. A “Day” may mean a part of 24 hours or the full 24 hours.

3.24 “Meal Service” on tour includes pre-set meals (Breakfast – B, Lunch – L, Dinner – D), snacks, and mineral water bottles as specified in the itinerary.

3.25 “Jain Meal” means meals without onion and garlic, served at lunch/dinner per the itinerary. These may be buffet or table service and not necessarily before sunset.

3.26 “Visa” means Visitor’s International Stay Admission, i.e., conditional authorization granted by immigration authorities allowing foreigners to enter, remain in, or exit a country for a specified time. This may be issued as a paper, stamp, or sticker on the passport. FROZEN HIGHWAY only acts as a facilitator and has no control over approval or rejection.

3.27 “Force Majeure” refers to events beyond the control of FROZEN HIGHWAY affecting its ability to perform obligations, including:
a. War, invasion, foreign enemy actions;
b. Rebellion, revolution, terrorism, insurrection, civil war;
c. Political unrest, government orders, riots, curfews, strikes, lockouts;
d. Actions/inactions of government bodies;
e. Changes in legal requirements;
f. Epidemics, pandemics, or infectious diseases;
g. Natural disasters such as fire, flood, earthquake, tsunami, hurricane, cyclone, landslide, volcanic eruption, snowstorm, etc.;
h. Nuclear incidents, ionizing radiation, or radioactive contamination.

3.28 “Cancellation Policy” refers to the rules in FROZEN HIGHWAY’s Terms and Conditions outlining applicable cancellation charges payable by guests.

3.29 “Cancellation Charge” means the fee payable by a guest when cancelling a tour, regardless of reason.

3.30 “Refund” means repayment of the amount paid at the time of booking, after deducting applicable cancellation charges.

3.31 “Future Tour Voucher (FTV)” means a credit voucher of specified value issued upon cancellation, which must be used for booking a future tour with FROZEN HIGHWAY within the validity period and conditions mentioned.

3.32 “Tour Transfer Charge (TTC)” means the estimated maximum cost a guest may have to bear if their booked tour is postponed due to unavoidable or force majeure circumstances.

3.33 “Operational Expense” means costs incurred by FROZEN HIGHWAY in the normal course of conducting tours and business activities.

3.34 “Jurisdiction” means the legal authority of courts or government bodies. All legal disputes with FROZEN HIGHWAY shall fall under the exclusive jurisdiction of Bangalore Courts/Forums.

BOOKING:

4.1 Booking of Group Tours, Customized Holidays, Corporate Tours, Inbound Tours, or Independent Services (via Sales Channels or Online through Website/Mobile App):
a. Any guest who enquires about or purchases a product/service offered by FROZEN HIGHWAY through its website, mobile app, branch office, sales office, or call center, enters into a contractual agreement with the Company. Once the booking is confirmed, both parties are bound by the Terms and Conditions stated on the Company’s website, travel planner, brochure, or booking form.
b. By booking a service, submitting personal details, and making the required registration payment, the guest confirms interest in the tour and acknowledges that they have read, understood, and accepted all applicable Terms and Conditions.
c. If a guest books on behalf of family members, it is deemed that they are authorized to do so and that all members have accepted the Company’s Terms and Conditions.
d. Guests must be at least 18 years of age to make a booking.
e. Guests are responsible for ensuring that all details provided in the booking form are accurate. Any loss or cost arising from incorrect information shall be borne by the guest.
f. The Company reserves the right to accept or decline any booking without assigning a reason.
g. The Company may set specific eligibility criteria for certain tour categories (e.g., Women’s Special, Honeymoon Special, Yolo Adventures, Family Tours) and may decline bookings that do not align with the intended group dynamics.

4.2 Customized Holiday Booking:
For guests who prefer tailor-made holidays over standard itineraries, Travel Advisors assist in designing customized packages. A non-refundable Holiday Design Fee (HDF) of INR 500 for India and INR 1000 for International Holidays is applicable at enquiry. This fee is adjusted in the booking amount if confirmed within 20 working days. The HDF covers two free amendments to the itinerary.

4.3 Corporate Tour Booking:
For corporate tours, in addition to these Terms and Conditions, the terms of the Service Contract signed with the respective corporate, institution, or organization shall also apply. The contract, signed by authorized representatives, is binding on all participating members.

4.4 User Registration on Website:
Guests may register on the Company’s website after booking to access their tour details. Login is via User ID and Password created at registration. Guests are responsible for maintaining confidentiality of their login credentials and for all activity under their account. Any unauthorized use must be reported immediately to support@frozenhighway.com or the respective Travel Advisor. The Company is not liable for any loss/damage resulting from failure to protect login details.

4.5 Communication with Guests:
All official communication will be made via email, WhatsApp, SMS, or phone to the contact details provided on the booking form. Such communication shall be deemed delivered. Guests must ensure their contact details are valid and accessible. The Company does not guarantee delivery of SMS/WhatsApp/email, as it is not a network operator. Guests will indemnify the Company against any TRAI action resulting from invalid contact information provided by them.

4.6 Physical and Mental Fitness:
By booking a tour, the guest confirms they are physically and mentally fit to travel. Guests are responsible for carrying necessary medication with a prescription and maintaining their health throughout the tour. The Company reserves the right to decline or discontinue a guest’s participation if deemed unfit, or if their condition inconveniences others. All medical expenses during the tour shall be borne by the guest. High-altitude destinations may pose challenges regardless of age or health; therefore, minors, senior citizens, and guests with pre-existing conditions must consult a doctor before booking such tours.

4.7 Mandatory Health Requirements:
Guests must comply with all health and safety regulations applicable to their destination (e.g., vaccination, RT-PCR/RAT tests, e-passes, medical checks). These requirements may change from time to time. All related expenses are the guest’s responsibility. Guests must carry required certificates or reports and present them when requested. Service providers (airlines, cruises, railways, etc.) or authorities may deny entry on medical grounds, in which case all consequences and costs shall be borne by the guest.

4.8 Travel During Pregnancy:
Travel during pregnancy is not recommended. The Company does not provide facilities for prenatal, childbirth, or infant care during tours. Guests must carefully consider the risks, particularly in destinations where medical care may be unavailable or inaccessible in emergencies.

4.9 Travel with Infants:
An infant is defined as a child below 24 months of age at both departure and return. If the child turns 2 during the tour, child fare applies.

Infant airfare is charged as per airline policy; no separate seat is provided unless booked at child fare.
Hotel accommodation is usually free if sharing a bed with parents; extra bed/room incurs additional cost.
Valid age proof is required at booking and during travel.
Infants must always be accompanied by an adult.
Meals are excluded unless specifically mentioned; parents must carry baby food/formula.
Tour activities are designed for guests above 5 years; infant participation is at parents’ discretion.
Parents are fully responsible for the infant’s health and safety. The Company is not liable for delays, cancellations, or disruptions due to the infant’s condition.
Special requests must be made in advance, subject to availability, and may attract extra charges.

Tour Pricing, Booking & Payment Conditions

5.1 To book any tour, package, or service, guests must make payments to FROZEN HIGHWAY through Cheque, Demand Draft, NEFT, RTGS, IMPS, UPI (BHIM, PhonePe, Google Pay, PayTM, or any UPI ID), or approved payment wallets/apps. We support the “Digital India” initiative and encourage digital payments. Cash payments in INR will be accepted only in line with Government of India guidelines and must be accompanied by PAN details. Please note that outstation cheques are not accepted.

5.2 For payments made via Credit Card, Debit Card, or Online Transfer, a convenience charge of 2.5% will apply. Payments through Amex, Diners, or International Cards will attract a 3.5% convenience charge.

5.3 Tour prices are dynamic and subject to availability. Early bookings usually secure lower prices, while last-minute bookings may result in higher or variable pricing. As a result, guests on the same group tour may have paid different prices. The Company will not entertain any claims or disputes regarding such variations.

5.4 Prices quoted in brochures, proposals, or on the website are calculated based on prevailing airline, hotel, and transport tariffs, as well as applicable taxes. The Company reserves the right to revise prices in case of changes in taxes, fuel surcharges, visa fees, or significant foreign exchange fluctuations. Any additional costs must be borne by the guest and paid before departure.

5.5 Tour prices are exclusive of government taxes.

Currently, 5% GST applies to all tours/packages.
Effective 1st October 2020, the Government of India introduced Tax Collected at Source (TCS) on the GST-inclusive price of international tour packages.
- Guests who provide PAN, Aadhaar, and have filed ITRs for the last two financial years are charged 5% TCS.
- Others may be charged 10%, depending on eligibility.
TCS once collected is non-refundable as it is deposited directly with the Government. It will reflect in the Form 26AS of the Family Head in whose name the invoice is raised, irrespective of who made the payment. Guests should carefully nominate the Family Head at the time of booking to claim benefits later.
TCS Certificates (Form 27D) will be emailed quarterly:
- April–June → Issued by 31st July
- July–September → Issued by 31st October
- October–December → Issued by 31st January
- January–March → Issued by 31st May
TCS does not apply to corporates with TAN (Tax Deduction & Collection Account Number) who claim TDS on their payments. Such corporates/individuals must comply with TDS rules and ensure that TDS is deposited in the name of FROZEN HIGHWAY

5.6 For online bookings, guests must reconfirm and verify all information provided. The Company reserves the right to cancel bookings and forfeit payments if misleading or incorrect details are submitted.

5.7 The registration amount paid at the time of booking is non-refundable and interest-free, subject to the Company’s Cancellation and Refund Policy.

The registration amount may vary depending on the tour.
Tours requiring air or cruise bookings will have a higher registration amount.
Payment of the registration fee only confirms participation/registration; it does not cover services such as tickets, visas, or accommodation until full payment is made.
As per guidelines on www.frozenhighway.com, the full tour price must be paid at least 25 days before departure. For bookings made within 25 days of departure, the entire tour price must be paid upfront.
If the registration amount is not paid in full at the time of booking, the balance must be cleared within 3 days. Failure to do so will result in automatic cancellation.
For Antarctica Tours, the full tour price must be paid 90 days before departure.

5.8 The registration amount for most tours/packages is 50% of the net tour price, payable within three days of booking.

5.9 FROZEN HIGHWAY reserves the right to cancel bookings, forfeit advance amounts, and levy cancellation charges if full payment is not received 45 days before departure (or 90 days for Antarctica Tours).

5.10 For Customized Holidays, full payment for air tickets and a minimum of 20% of the land package cost must be paid to confirm the booking. The Company reserves the right to cancel the booking without notice if payments are delayed.

5.11 If a cheque payment is dishonoured, a penalty of INR 150 + 18% GST will be charged, payable by the guest immediately. At present, the Company does not accept international credit/debit cards or international online payments directly. For such transactions, guests must contact the Company at +91 9113962036, and additional charges may apply.

5.12 Guests must not share sensitive details such as credit/debit card numbers, CVV, OTP, expiry dates, passwords, or user IDs with anyone, including Company employees, representatives, or sales partners. If such details are requested, guests should avoid the transaction and report it immediately to the Company. FROZEN HIGHWAY will not be held liable for any loss resulting from sharing such confidential information.

5.13 All monies paid by guests to FROZEN HIGHWAY are treated as the property of the Company and are allocated towards payments to suppliers, contractors, associates, and operational expenses. Guests acknowledge and agree that such amounts are not held in trust on their behalf.

6.1 General Inclusions in a Group Tour by FROZEN HIGHWAY
A group tour organized by FROZEN HIGHWAY typically includes the following (where applicable):

Airfare (if specified in the itinerary).
Hotel accommodation.
Transportation services.
Meals as outlined in the itinerary.
Sightseeing as per the itinerary.
Services of a Tour Manager.
Visa fees for Indian nationals (excluding Gratis Visas, on-arrival free visas, or complimentary visas).
Driver and guide tips.

This list is indicative and not exhaustive. The exact inclusions shall be as mentioned in the detailed itinerary of the respective tour.

6.2 General Exclusions in a Group Tour (GIT)
Unless specifically stated, the following are not included in the tour price:

Gratis or complimentary visas not covered under the package.
Personal expenses such as porterage, laundry, telephone calls, shopping, beverages, bottled water, or food items not included in the pre-fixed menus.
Courier or handling charges for specific requirements.
Transportation costs (unless specified) to reach the reporting point of the tour or travel from the drop-off point post-tour.
Expenses incurred due to discontinuation of the tour for any reason.
Additional costs arising out of unforeseen circumstances such as flight cancellations, unscheduled accommodation, or force majeure events.
Any increase in government taxes, fuel surcharges, YQ taxes, airfare, airport development fees, visa fees, sightseeing charges, or transportation costs.
Additional charges for pre- or post-tour flight deviations (date or sector changes).
Excess baggage charges imposed by airlines, cruises, railways, or other transport providers.

This list is only illustrative and not exhaustive. Specific exclusions applicable to a tour will be mentioned in the respective itinerary, brochure, or website details.

6.3 Upgradation Charges
Any charges related to upgrades such as first-class, business class, premium economy, preferred seat selection, separate vehicle arrangements, higher hotel room categories, or similar services imposed by airlines, cruises, railways, hotels, or transport providers are not included in the tour price. Such charges shall be payable separately by the guest, in addition to the package cost.

7. Payment Options

7.1 Travel Loan
a. Certain banks and financial institutions provide Travel Loan facilities on an EMI (Equated Monthly Instalment) basis. An EMI refers to the fixed monthly payment made by the guest to the bank/financial institution, which includes the principal, interest, and any applicable charges.

b. The EMI facility offered by a bank/financial institution/issuer is subject to their own terms and conditions. Guests are advised to directly approach the respective institution for any queries, complaints, or disputes regarding their EMI transactions.

c. To avail of the EMI facility, banks/financial institutions/issuers may levy down payment requirements, instalments, interest, processing fees, or other applicable charges as per their policies.

d. In the event of tour cancellation, FROZEN HIGHWAY will levy cancellation charges in accordance with its Cancellation Policy. Refunds, if any, will be processed by the bank/financial institution/issuer after deducting the applicable cancellation charges.

e. The approval, extension, pricing, modification, pre-closure, closure, or any matter related to the EMI facility rests solely with the concerned bank/financial institution/issuer. FROZEN HIGHWAY has no involvement or responsibility in this regard.

f. FROZEN HIGHWAY shall not be held liable for any disputes arising from or related to the EMI facility between the guest and the bank/financial institution/issuer.

g. The Travel Loan facility is available only to Indian nationals residing in India. It is not applicable to Non-Resident Indians (NRIs) or foreign nationals.

7.2 Credit Card EMI
a. Guests holding eligible credit cards may avail EMI facilities from their respective banks to pay for tours. (Note: American Express, Diners Club, and Maestro cards are not accepted).

b. The provision of the Credit Card EMI facility is entirely at the discretion of the issuing bank. FROZEN HIGHWAY has no role in the approval, extension, pricing, modification, pre-closure, closure, or any related matter concerning this facility.

c. FROZEN HIGHWAY shall not be liable for any disputes arising between the guest and the bank regarding the Credit Card EMI facility.

d. In case of tour cancellation, cancellation charges will be levied as per FROZEN HIGHWAY’s Cancellation Policy. Refunds, if any, will be processed accordingly.

8. Discounts, Savings & Benefits

8.1 Discounts, savings, or benefits on tour prices are solely at the discretion of FROZEN HIGHWAY. The discount structure — including but not limited to validity, amount, percentage, number of seats, dates, age groups, categories, full or part payment, registration amount, early booking, last-minute booking, or group booking — is determined and controlled exclusively by the Company. FROZEN HIGHWAY reserves the right to modify or withdraw any discount policy at any time without prior notice or explanation. All discounts, savings, or benefits are valid only for a limited period, for specific tours, subject to availability, and may be withdrawn without notice.

8.2 If a guest fails to meet the eligibility conditions for a discount — such as making full payment within the stipulated timeline, submitting required guest details/documents on time, or fulfilling the minimum guest count criteria — the discount will be revoked. In such cases, the tour will be re-priced at the standard rate, and the guest will be required to pay the revised amount.

8.3 Complimentary services or items provided during a tour are offered entirely at the discretion of the Company. FROZEN HIGHWAY reserves the right to revoke, modify, or discontinue such services/items at any time without prior notice. Complimentary snacks or similar items, where provided, are manufactured, packaged, and supplied by third-party vendors. FROZEN HIGHWAY acts only as a facilitator and accepts no liability for any defects, damages, or consequences arising therefrom.

8.4 To encourage early bookings, FROZEN HIGHWAY may extend additional benefits such as complimentary or “free experiences” during tours. These benefits are available only on select tours, for select guests, and within specific promotional timelines. On any given tour, some guests may receive the free experience while others may have the option to purchase it at an additional cost, subject to availability. The provision of such free experiences remains solely at the discretion of the Company. FROZEN HIGHWAY also reserves the right to revoke, amend, or cancel such offers if the minimum required guest participation is not met.

8.5 Discounts, benefits, or promotional offers advertised by FROZEN HIGHWAY form part of its marketing strategy and budget. Guests shall not question, compare, or contest these offers. Such benefits are non-encashable, non-transferable, and non-refundable under any circumstances.

9. Foreign Currency Component (Forex) in Tour Price

9.1 For international tours, the tour price comprises two parts — the Indian Rupee component and the Foreign Currency component (Forex). The Forex portion must be paid from the traveller’s Basic Travel Quota (BTQ) at the prevailing Rate of Exchange (ROE).

9.2 The Forex component of the tour price can be paid in the following ways:
a. By paying in Indian Rupees at the prevailing foreign exchange selling rate.
b. By paying in the respective foreign currency as per the prevailing Forex selling rate, through FROZEN HIGHWAY Forex Private Limited / an Authorized FFMC / Bank.
c. By paying in the respective foreign currency using the guest’s own card.
d. The primary booking guest or an immediate family member travelling on the same tour may also use their card to pay for the family’s foreign exchange component.
e. A guest’s card cannot be used to pay for another person’s tour.

10. Documentation

10.1 Documents Required for Booking a Tour

a. For domestic tours, guests must provide a valid photo ID proof. For international tours, a valid passport is mandatory. As per RBI regulations, submission of a PAN card is compulsory for both domestic and international bookings. Guests must also provide all documents as required by the respective visa consulate/embassy.
b. It is the guest’s sole responsibility to possess all valid travel documents and statutory clearances, including passports, visas, confirmed air tickets, travel insurance, medical or legal certificates, etc., necessary for travel.
c. If a guest fails to obtain or submit the required documents within the stipulated time, the booking will be cancelled and cancellation charges will apply.

10.2 Photo Identification (Domestic Tours)

a. For travel within India, all guests must carry valid photo identification such as Aadhaar card, Election ID, PAN card, Driving License, or School/College ID (for students). These may be requested by officials at airports, railway stations, sightseeing points, safari parks, border locations, or similar checkpoints. Guests must produce the ID upon demand.

10.3 Passport (International Tours)

a. All guests, including children and infants, must have a machine-readable passport valid for at least 180 days from the date of return, along with the required visas. Guests must verify that their passport details (name, address, validity, expiry date, blank visa pages, etc.) are correct. For Europe tours, the passport should not exceed 10 years validity. Handwritten or 20-year validity passports are not accepted. Passports must be in good condition (undamaged, serially numbered, untampered, unstapled, untorn, etc.).
b. If any passport-related issue results in tour cancellation, the guest is liable for cancellation charges. For some tours, FROZEN HIGHWAY may collect passports to submit them to private entities/consulates/embassies. However, FROZEN HIGHWAY is not responsible and shall not be held liable if the passport is lost or damaged in this process.

10.4 Visa (International Tours)

a. A visa is mandatory for entry into foreign countries. FROZEN HIGHWAY acts as a facilitator by assisting with documentation, submission, and collection of passports where applicable. In some cases, consulates send passports directly to the guest.
b. Consulates may request additional documents, details, or a personal interview, regardless of submissions. The decision to grant or reject a visa is entirely at the consulate’s discretion. FROZEN HIGHWAY has no control over visa approval and cannot be held liable in case of rejection.
c. Once the passport is returned, guests must immediately verify visa details (name, gender, passport number, entry type, validity, entry/exit dates, stay duration, etc.). Discrepancies must be reported at once. While FROZEN HIGHWAY will assist, corrective action is not guaranteed.
d. For Schengen visas (Europe tours), guests must make full payment before visa processing. If part payment is made, the guest must maintain sufficient bank balance equal to the tour price for at least 6 months.
e. If a valid visa exists on an old passport, guests must carry both old and new passports, or transfer the visa at their own expense before departure.
f. Guests with existing valid visas or those applying independently must notify FROZEN HIGHWAY at booking. In such cases, a visa fee reduction may apply.
g. Guests must submit all required visa documents well in advance. Despite early submission, visa processing times may be longer than expected due to consulate restrictions, high demand, or delays. If the visa is not received before departure, cancellation charges will apply.
h. Guests employed in sensitive organizations (e.g., BARC, Defence, Nuclear/Chemical industries) may face longer processing times and should apply early. FROZEN HIGHWAY is not liable for any consequences of delayed or rejected visas.
i. Disputes with consulates/embassies are solely between the guest and the authority. FROZEN HIGHWAY is not a party to such matters.
j. Any increase in visa fees, VFS charges, or service charges after tour launch must be borne by the guest.
k. In some cases, an additional visa may be required beyond those included in the tour price, and guests must bear the additional cost.

10.5 Travel Insurance

a. All guests must have travel insurance. For international tours, insurance is included in the tour price for guests below 59 years. Guests above 59 years must pay the differential premium. The insurance provides limited coverage for loss of baggage, delays, cancellations, hospitalization, death, evacuation, etc. Adventure activities may not always be covered.
b. Guests will receive a copy of the insurance before departure and must verify their details. Carrying the insurance copy during travel is mandatory. Overseas insurance does not cover pre-existing diseases. Guests may upgrade coverage by paying an additional premium.
c. Guests taking pre- or post-tour extensions must extend their insurance by paying the required premium. NRIs or foreign nationals must arrange their own insurance before joining the tour.
d. In case of an incident, the guest must inform both the insurance company and FROZEN HIGHWAY within 24 hours.
e. FROZEN HIGHWAY only acts as a facilitator and has no control over insurance companies. Claims must be dealt with directly by the guest and the insurer. The insurer’s decision on claims is final and binding.
f. Guests on Customized Holidays or Corporate Tours (MICE) must purchase separate travel insurance.
g. Inbound foreign nationals or NRIs joining India tours must arrange their own insurance before travel.

10.6 Foreign Nationals and Non-Resident Indians (NRIs)

a. Foreign nationals/NRIs joining FROZEN HIGHWAY tours in India or the subcontinent must have valid visas for the required duration and must comply with the laws of the Government of India and respective countries. They must declare their nationality/NRI status at booking. Tax regulations may differ.
b. Such guests must carry all relevant documents (passport, visa, OCI/PIO card if applicable, insurance copy, etc.). Failure to present complete documents may lead to denial of entry or discontinuation of the tour, with no liability on FROZEN HIGHWAY. Some destinations may impose extra charges for NRIs/foreign nationals, payable on the spot.
c. NRIs and foreign nationals joining any other Indian or international tours must hold visas valid for all included countries and abide by respective regulations.

10.7 Minors

a. To prevent child abduction, many countries enforce strict documentation requirements. Children under 18 must travel with parents/adult guardians or present a notarized consent letter from parents. Parents/guardians are responsible for supervising minors throughout the tour.
b. Minors traveling with one parent must have a notarized consent letter from the non-traveling parent. If a parent is deceased or the child has a single legal parent, supporting notarized documents are required. Some countries may issue a linked minor visa requiring the adult’s presence. For independent minor visas, NOCs from both parents are required.
c. Failure to provide required documents may lead to tour cancellation, for which FROZEN HIGHWAY is not liable.

10.8 Immigration

a. Holding a valid visa only grants permission to approach a country’s immigration point. Entry approval or denial is solely at the discretion of immigration authorities.
b. Guests detained, interrogated, or deported by immigration may miss parts of the itinerary or have to rejoin/discontinue the tour at their own expense. FROZEN HIGHWAY will not be responsible for any loss, refunds, or compensation in such cases.

Tour Itinerary

11.1 FROZEN HIGHWAY makes every effort to operate tours as per the original itinerary. The itinerary provided at the time of booking, or as published on the website/ brochure/ leaflet, is based on information available at that time and may be subject to changes due to factors such as state or country regulations, airline/ cruise/ rail/ road transport schedules, hotel availability, sightseeing closures, etc.

11.2 FROZEN HIGHWAY reserves the right to modify, amend, or alter the itinerary before departure or during the tour. Any such changes will be communicated to guests via email, SMS, phone call, or by the Tour Manager during the tour.

11.3 Changes may arise due to Force Majeure events, fairs, festivals, sports events, weather conditions, traffic issues, flight/ cruise/ rail cancellations, re-routing, overbooking, hotel closures, or restrictions on sightseeing attractions. Such unforeseen situations may result in additional costs, which must be borne by the guest.

11.4 For the betterment of the itinerary, FROZEN HIGHWAY may add, remove, or substitute sightseeing attractions or services. Any additional charges arising from such inclusions must be paid by the guest.

11.5 Certain sightseeing experiences are scheduled on specific days (e.g., full moon day, Independence Day, Republic Day). If such visits cannot take place due to unavoidable reasons or political circumstances, efforts will be made to reschedule them. If rescheduling is not possible, alternative sightseeing will be arranged where feasible, or the applicable entry fee refunded.

11.6 If a planned sightseeing activity or adventure cannot be undertaken, an alternate arrangement may be provided wherever possible. If not, and a refund applies, it will be processed in INR only.

11.7 Any mishap during the tour may necessitate a change in itinerary.

11.8 Services involving helicopters, seaplanes, cruises, ferries, etc. are subject to weather, availability, local permissions, and statutory requirements. FROZEN HIGHWAY is not responsible for operational deficiencies. If unavoidable, alternate products/services may be provided, but the company shall not be liable for damages, additional costs, or consequential losses.

11.9 Guests acknowledge that itinerary changes may occur due to factors beyond the company’s control. FROZEN HIGHWAY will not be liable for compensation or damages on account of such changes.

Joining and Leaving Guests (J/L or Ex-Destination Guests)

12.1 A Joining and Leaving (J/L) or Ex-Destination Guest is one who books a group tour without availing visa, insurance, or the main sector airfare through FROZEN HIGHWAY. Such guests must arrange their own travel to the first tour destination and return from the last point of sightseeing/hotel/airport. Payment for J/L tours can be made in INR/USD/EURO or the designated tour currency through FROZEN HIGHWAY offices or via electronic transfer.

12.2 J/L Guests must carry valid air tickets, passports, visas, and insurance. Airport transfers, if required, must be arranged at their own expense.

12.3 Guests should verify tour details (date, time, place, flight schedules) with their Travel Advisor before booking flights. Refundable air tickets are strongly recommended, as non-refundable tickets may result in additional costs if the tour dates change. FROZEN HIGHWAY is not responsible for such losses.

12.4 It is mandatory for J/L Guests to share copies of their air tickets, visas, and insurance with their Travel Advisor prior to the tour, along with local contact details and reporting information.

12.5 Any additional services such as pre/post accommodation, transfers, sightseeing, or meals will attract extra charges, payable immediately or at least 45 days prior to departure.

12.6 In cases of force majeure or airline operational changes affecting the first or last day of sightseeing, J/L Guests may miss certain activities or services. FROZEN HIGHWAY will not be liable for refunds or compensation.

12.7 J/L Guests must reach the scheduled reporting point (airport/hotel/sightseeing) at their own cost. If unable to do so, the group will proceed as per itinerary, and the guest must rejoin the group at their own expense.

Deviation Guests

13.1 A Deviation Guest is one who opts for pre- or post-tour changes to the scheduled itinerary (e.g., visiting relatives, attending an event, or extending travel).

13.2 Such requests must be made at the time of booking. The Travel Advisor will guide guests on required changes such as airline date/sector modifications, visa extension, additional services, insurance, or accommodation. All additional charges must be paid immediately.

13.3 Deviations are subject to availability, and alternate options may be offered if the preferred request is not possible.

13.4 Guests must reconfirm their tickets and flight schedules 24 hours before departure.

13.5 If guests arrange pre- or post-deviation independently, they must join/leave the tour at designated points at their own cost. If they miss the reporting point, they must rejoin the group at their own expense.

13.6 Guests must verify that their air tickets, visas, and insurance cover the full travel period.

13.7 Deviation is solely the guest’s requirement; FROZEN HIGHWAY can only assist but does not guarantee fulfillment or accept liability for related consequences.

Post Tour Holiday

14.1 Guests may opt for a Post Tour Holiday package to extend their stay after the scheduled tour.

14.2 Such requests must be made at the time of booking. The Travel Advisor will assist with necessary changes (airline date/sector, visa, insurance, etc.). Guests may choose a ready-made package or a customized holiday. Additional charges apply and must be paid immediately.

14.3 Post Tour Holiday requests are subject to availability; alternate options will be provided if necessary.

14.4 Guests must reconfirm return tickets and flight schedules 24 hours prior to departure.

14.5 A Post Tour Holiday is a Customized Holiday (FIT) and not an escorted group tour. Inclusions and exclusions will apply as per the chosen package.

Airline

15.1 General:
a. Group tours generally include airfare, though some categories may not. For air-inclusive tours, FROZEN HIGHWAY blocks seats in advance by paying deposits to airlines. Actual ticketing occurs closer to departure. Any increase in fares, taxes, or surcharges between booking and departure must be borne by the guest.
b. By booking, guests agree to abide by the airline’s Terms & Conditions, as well as applicable national/international aviation laws. In case of flight disruptions, additional costs for continuation of the tour will be borne by the guests.
c. Guests must ensure accurate details (name, passport, DOB, etc.) as per passport (for international tours) or Aadhar (for domestic tours). Incorrect details may result in denied boarding, deportation, or cancellation, for which FROZEN HIGHWAY bears no responsibility.
d. Guests booking individual tickets must avoid holding duplicate tickets for the same travel date, as this may result in auto-cancellation by airlines.

15.2 Baggage:
a. Guests will be informed of the applicable baggage allowance. Any excess charges are payable by the guest. For connecting domestic flights, baggage allowances may differ and excess costs must be borne by the guest.
b. Guests are advised to travel with mid-sized luggage and avoid oversized bags.

15.3 In-flight Seating:
a. Standard economy class seats are booked. Specific seat preferences (aisle, window, etc.) are subject to availability and additional charges.
b. Guests may upgrade to premium economy/business/first class directly with the airline on payment of the applicable charges.

15.4 Airline Credit Points:
a. Guests wishing to use air miles or frequent flyer points should book as J/L Guests and arrange tickets directly with the airline.

15.5 In-flight Meals:
a. Meals are provided at the airline’s discretion.
b. Special meal requests must be made at the time of booking and are subject to airline availability.
c. FROZEN HIGHWAY is not responsible for meal availability, quantity, or quality.
d. On domestic and short-haul international flights, meals are not included; guests should carry their own snacks.

15.6 Airport Services:
a. Additional airport services (lounges, attendants, etc.) may be availed at extra cost through prior booking. Wheelchair services are generally available if pre-booked.

Baggage and Belongings

16.1 Guests are advised to travel light and avoid carrying valuables. Belongings such as electronics, jewellery, passports, visas, tickets, and currency must be safeguarded at all times. FROZEN HIGHWAY is not responsible for loss, theft, or damage of personal items.

16.2 In case of loss/theft/damage, guests must lodge a complaint with local authorities and follow up directly.

16.3 Any claims relating to loss or damage must be addressed directly with the concerned airline, hotel, or insurance provider. FROZEN HIGHWAY is not liable for compensation in case of disputes or claim rejections.

16.4 Guests must comply with customs, immigration, and airline restrictions regarding restricted items and currency limits. Carrying prohibited articles, excess money, or misplacing travel documents may result in detention, missed flights, or tour curtailment. FROZEN HIGHWAY shall not be held responsible for losses or extra costs arising in such cases.

17. Road Travel on Tour

17.1 Depending on the itinerary and operational requirements, air-conditioned, air-cooled, or non-air-conditioned vehicles such as large coaches, mini coaches, tempo travellers, jeeps, cars, or taxis may be used. Vehicle type may change without prior notice, including substitution from a larger coach to a smaller vehicle or vice versa.

17.2 Seat allocation in coaches is determined based on booking priority and finalized one day prior to departure. Seats are assigned by the Tour Manager on Day 1 of the tour. Seat numbers cannot be confirmed at the time of booking.

17.3 Coach seating commences from seat number 5 onwards. Seats 1 & 2 are reserved for the Tour Manager, while seats 3 & 4 are designated as “prime seats” and can be booked at an additional cost, subject to availability. Children below 12 years of age will not be allotted prime seats for safety reasons. Prime seats are not applicable in smaller vehicles. Refund, if any, will be limited to the prime seat supplement.

17.4 For certain itineraries, smaller vehicles (e.g., Etios, Dzire, Innova, or similar) accommodating 4–6 guests may be used. The Tour Manager will rotate among vehicles. Such vehicles are used solely as per the itinerary and are not at the disposal of individual guests.

17.5 Guests may request a separate vehicle, an upgrade in vehicle type, or a larger vehicle (tempo traveller, mini coach, or coach) for their family/group at an additional cost, subject to availability.

17.6 For tours to destinations with challenging terrain (e.g., Leh Ladakh, Andaman, Sikkim, Darjeeling, North East), smaller vehicles (5–6 guests per vehicle) will be used. Vehicle type may vary daily due to limited local availability, and upgrades are not possible.

17.7 The driver and/or coach captain is integral to the tour. Guests are expected to treat them with respect and observe regulations regarding driving hours and rest periods.

17.8 Guests must adhere to reporting times. In case of delay, the vehicle will proceed as per itinerary, and the guest must rejoin the group at their own expense.

17.9 Smoking, consumption of alcohol, and eating are strictly prohibited inside vehicles.

17.10 Guests are advised to carry small change/coins for use at public “pay & use” toilet facilities en route.

17.11 FROZEN HIGHWAY is not liable for mechanical failures (e.g., vehicle or air-conditioning breakdowns). Reasonable efforts will be made to arrange alternatives; however, no compensation will be payable.

17.12 Guests are responsible for any damage, accidental or otherwise, caused to the vehicle’s interior or exterior and must compensate the coach company immediately.

17.13 FROZEN HIGHWAY shall not be held liable for missed sightseeing due to circumstances beyond its control, such as road closures, landslides, traffic jams, or demonstrations.

18. Cruises and Rail

18.1 Certain tours may include single or multi-night cruises. Unless specified otherwise, pricing is based on inside staterooms, port-hole cabins, or ocean-view cabins.

18.2 Cabin upgrades (e.g., balcony or suites) are available at additional cost, subject to availability.

18.3 Shore excursions not included in the itinerary and optional cruise facilities may be availed directly with the cruise operator at extra cost.

18.4 Guests must report on time for cruise embarkation. In case of delay or missed boarding, guests must rejoin the tour at the next port of call or designated destination at their own cost.

18.5 Guests on customized holidays are responsible for complying with statutory tipping policies applicable to cruises.

18.6 Some tours may include train travel. Typically, air-conditioned chair cars are reserved for day journeys and sleeper berths for night journeys. Class upgrades may be arranged at additional cost, subject to availability.

18.7 Guests must be punctual for train departures. In case of missed trains, all expenses and consequences will be borne by the guest.

18.8 Cruises and rail journeys are operated by third parties. Their terms and conditions will apply in addition to those of FROZEN HIGHWAY.

19. Cancellation and Refund Policy

19.1 Services for tours are booked months in advance. Cancellations result in financial loss and are therefore subject to cancellation charges as outlined herein. In addition, the cancellation policies of third-party providers (airlines, cruises, railways, hotels, transport, sightseeing operators, etc.) shall also apply.

19.2 This policy applies to all guests of FROZEN HIGHWAY, whether booked for Group Tours, Customized Holidays, MICE Tours, Inbound Holidays, or independent services.

19.3 Cancellation requests must be submitted in writing from the registered email ID of the guest to support@frozenhighway.com, clearly stating the reason.

19.4 Once cancelled, a booking cannot be reinstated. Rebooking will be treated as a fresh booking, and additional charges may apply.

19.5 All guests expressly agree to abide by this policy.

19.6 Cancellation Scenarios:
a. Cancellation by Guest (Personal Reasons):

Reasons may include illness, family emergencies, denial of leave, exam schedules, etc.
Date of receipt of cancellation request email will be treated as the effective cancellation date.

b. Cancellation due to Force Majeure / Operational Factors:

FROZEN HIGHWAY may postpone, reschedule, or cancel tours due to events such as natural calamities, epidemics, government orders, political unrest, airline schedule changes, etc.
In such cases, no refund (full or partial) is applicable. Guests may reschedule to a future date. Any fare/tour price difference must be borne by the guest.

c. Cancellation due to Change in Itinerary/Service:

FROZEN HIGHWAY reserves the right to amend itineraries/services. Guests unwilling to accept such changes may cancel the booking. Cancellation charges will apply.

d. Visa Rejection/Delay (Deemed Cancellation):

Visa rejection/delay will be treated as cancellation. Cancellation charges apply as per the date of rejection/delay.
Reapplication is permitted at guest’s expense. Visa approval rests solely with the respective consulate.
Errors in visa details must be checked by guests. FROZEN HIGHWAY is not responsible for consequences arising from incorrect or invalid visas.
For group bookings, rejection/delay of one guest’s visa affecting the group will result in cancellation charges for the entire group.

e. Non-Payment of Tour Price (Deemed Cancellation):

Full tour price must be paid within the stipulated timeline (e.g., 45–60 days before departure; 90 days for Antarctica tours). Failure to do so results in deemed cancellation without further notice.

f. No Show (Deemed Cancellation):

Guests failing to report on Day 1 are considered “No Show.” All services will be forfeited with 100% cancellation charges, unless prior intimation is given and the guest rejoins later at their own expense.

g. Discontinuation of Tour by Guest (Deemed Cancellation):

Guests terminating their participation mid-tour will not be entitled to a refund. Additional arrangements, if required, will be at the guest’s expense.

h. Single Guest Sharing Room Cancels:

Solo travellers booking on “special tours” (e.g., Women’s Special, Seniors’ Special) will be provided a roommate.
If a solo guest cancels, the single occupancy charge is non-refundable.
If the assigned roommate cancels, the remaining guest must bear the single occupancy charge.
i. In all the above situations, the following cancellation charges will be applicable:

Cancellation received number of days prior to tour departure	Cancellation fee applicable on Net Tour Price (per person)
	India Excluding Andaman	Andaman Bhutan Nepal	Asia excluding India, Nepal, Bhutan & Japan, China, Korea & Taiwan	Europe, America, Canada, Australia, New Zealand, Africa, Japan China, Korea, Taiwan	International Tours with cruises including Antarctica
More than 121 days	15%	15%	15%	15%	15%
D- 91 to 120	20%	20%	20%	20%	20%
D -61 to 90	25%	25%	25%	25%	35%
D-46 to 60	35%	35%	35%	35%	60%
D- 31 to 45	45%	55%	45%	55%	70%
D-16 to 30	55%	80%	55%	80%	85%
D- 6 to 15	80%	90%	80%	90%	90%
D – 5 & On Tour	100%	100%	100%	100%	100%

19.7 Cancellation of Tour by FROZEN HIGHWAY

a. FROZEN HIGHWAY reserves the right to cancel any group tour/package due to operational reasons or insufficient guest participation. In such cases, guests will be notified via their registered email, telephone, or SMS.
b. Any amount paid by the guest will be refunded within 10 working days of cancellation.
c. Refunds will be processed through A/C payee cheque, NEFT, or RTGS.
d. No interest shall be payable on the refunded tour amount.
e. FROZEN HIGHWAY will not be responsible for any additional expenses incurred by guests for independent arrangements.
f. Guests may opt for an alternative tour in consultation with their Travel Advisor. Any difference in tour cost will either be collected from or refunded to the guest, as applicable.

19.8 Right of Admission and Termination

a. FROZEN HIGHWAY reserves the right to refuse or cancel any booking without providing reasons, including considerations related to the group composition or nature of the tour.
b. The company may terminate a guest’s participation during the tour if the guest fails to maintain group decorum or engages in misconduct, nuisance, or harassment towards fellow passengers, the Tour Manager, coach driver, local citizens, or officials. In such cases, the guest must arrange their own return travel at their own expense, and no refund will be provided.

19.9 Transfer of Tour

a. If a guest wishes to transfer their booking to another tour, it will be treated as a cancellation of the original booking and a fresh booking of the new tour. Applicable cancellation charges will be levied on the original tour, and the prevailing tour price/discounts will apply to the new booking.
b. Requests for transfer must be made in writing to the Travel Advisor and will be considered subject to availability.

19.10 Merging of Tours

FROZEN HIGHWAY reserves the right to merge two or more tours in cases of low participation or for operational reasons. Seat allocation in the coach will be done based on the booking date priority of the merged tours.

19.11 Refund

a. The company reserves the right to determine the refund amount in cases of cancellation, transfer, or amendment of the tour. The refund will depend on factors such as cancellation date, reduction in tour capacity, and cancellation policies of third-party service providers (airlines, hotels, transporters, etc.). The company’s decision in this regard shall be final.
b. As per Government of India regulations, all refunds (domestic or international tours) will be made only in Indian Rupees via A/C payee cheque, NEFT, or RTGS—even if the original payment was made partly/fully in foreign currency.
c. Refunds will always be issued in the name of the primary booking contact or, in the case of corporate/ad-hoc groups, in the name of the paying institution/company.
d. No interest will be payable on any refund.
e. Convenience charges (Credit Card, Debit Card, Online Transfer, etc.) are non-refundable.
f. Tax Collected at Source (TCS) on international tours is non-refundable since it is deposited with the Income Tax Department. Guests may claim it later while filing their annual Income Tax Returns.
g. In cases of force majeure or unavoidable circumstances, FROZEN HIGHWAY may levy a non-refundable “tour transfer charge” or “service charge” for standalone services.
h. For FIT/Customized packages, the Holiday Design Fee charged during enquiry is non-refundable if the guest does not book the holiday with the company.
i. Where visa fees are included in the package price but are required to be paid directly by the guest to the consulate/embassy/VFS, the same amount will either be reduced from the tour cost at the time of booking or refunded within 7 working days upon submission of payment proof.
j. If the guest already holds a valid visa, they must submit a copy at the time of booking to avail a visa fee reduction. In the event of rescheduling, the guest will be required to obtain a new visa at their own expense.

20. Accommodation on Tour

20.1 General

a. Accommodation provided will vary as per the category of the tour/package and may include hotels, resorts, houseboats, tents, camps, dormitories, hostels, cruises, trains, or coaches. The location depends on the itinerary.
b. Suggested hotel/accommodation names are always subject to availability and may change based on capacity. Guests of similar tours may be accommodated at different properties.
c. Hotel loyalty program points/rewards cannot be earned or redeemed on bookings made by the company.

20.2 Room Type/Category

a. Rooms are generally twin/double or single occupancy. Extra bedding, if provided, is typically a mattress on the floor. Upgrades (suites, family rooms, special view rooms, etc.) may be requested at an additional cost, subject to availability.
b. Single rooms are usually smaller and may be located in less preferred sections of the property.
c. Room allocation is at the discretion of the hotel/associate/supplier and not controlled by FROZEN HIGHWAY.

20.3 Check-In/Check-Out Time

a. Standard check-in time is 3:00 pm, and check-out time is 10:00 am globally. Itineraries are designed accordingly. Early arrivals may involve sightseeing before hotel check-in.
b. Guests requesting early check-in or late check-out may do so at additional cost, subject to availability.
c. Some hotels may require a refundable deposit/credit card authorization at check-in, which is settled upon check-out.

20.4 Room Sharing

a. Solo guests opting to share a room must adhere to the company’s room-sharing policy (shared via email upon booking). Issues between sharing partners, including personal disputes, loss, or damage, are the responsibility of the guests involved.
b. Guests exhibiting intolerable or unhygienic behavior will be required to take a separate single-occupancy room at their own cost.

20.5 Children Sharing Room with Parents

For convenience, it is recommended that a family of three share a double room with an extra mattress, while a family of four book two rooms. Most hotels, domestic and international, do not permit four occupants in one room due to safety norms.

20.6 Damage to Property

Guests are responsible for any damage to hotel rooms/accommodations during their stay and must settle such charges directly before check-out. Pre-existing damage should be reported immediately to hotel staff and/or the Tour Manager. FROZEN HIGHWAY will not be liable for such claims.

20.7 Accommodation Facilities

a. Facilities such as restaurants, gyms, spas, pools, Wi-Fi, room service, parking, bars, and other amenities vary by property. Some may be chargeable, and guests must confirm before usage. Charges, if any, are to be paid directly to the hotel.
b. The company is not liable for disruptions, deficiencies, or unprofessional behavior by hotel staff, as these services are beyond its control.
c. Guests are expected to comply with local regulations regarding sustainable practices like limited water, electricity, and AC usage.

20.8 Accommodation in Natural Settings

In properties located in natural surroundings (tents, camps, beach resorts, safari lodges, etc.), the presence of insects, animals, or rodents is common and should not be construed as poor hygiene.

19.7 Tour Cancellation by FROZEN HIGHWAY

a. FROZEN HIGHWAY reserves the right to cancel any group tour/package due to operational reasons or insufficient participation. Guests will be notified of such cancellation via their registered email, telephone, or SMS.
b. The amount paid by the guest will be refunded within 10 working days from the date of cancellation.
c. Refunds will be processed through A/C payee cheque, NEFT, or RTGS only.
d. No interest will be payable on the refunded amount.
e. FROZEN HIGHWAY is not responsible for any additional expenses incurred by guests for independent arrangements.
f. Guests who wish to opt for another tour may do so in consultation with the assigned Travel Advisor. Any difference in tour price (excess or short) will be refunded/collected accordingly.

19.8 Right of Admission & Termination

a. FROZEN HIGHWAY reserves the absolute right to refuse or cancel a booking at its discretion, without obligation to provide a reason. This includes, but is not limited to, ensuring the appropriateness of group composition.
b. The company also reserves the right to terminate a guest’s participation during the tour if the guest fails to maintain decorum, behaves inappropriately, or causes nuisance to co-passengers, staff, or local citizens/officials. In such cases, the guest must make their own return travel arrangements, and no refund will be applicable.

19.9 Transfer of Tour

a. If a guest wishes to transfer their booking to another tour, it will be treated as a cancellation of the original booking and a new booking for the desired tour. Cancellation charges will apply on the original tour, and the new booking will be subject to prevailing prices and discounts.
b. Requests for transfer must be made in writing to the Travel Advisor and will be considered subject to availability.

19.10 Merging of Tours

a. FROZEN HIGHWAY reserves the right to merge two or more tours due to operational reasons or insufficient participation. In such cases, coach seat allocation will be based on the booking date priority of all merged tours.

19.11 Refund Policy

a. The refund amount in case of cancellation, transfer, or amendment will be determined solely by FROZEN HIGHWAY, considering factors such as cancellation date, tour capacity reduction, and third-party cancellation policies (airlines, hotels, transporters, etc.). The company’s decision will be final.
b. As per Government of India (GOI) regulations, refunds for both domestic and international tours will be made only in Indian Rupees, regardless of the currency used for payment, through A/C payee cheque, NEFT, or RTGS.
c. Refunds will always be issued in the name of the primary booking contact or, in case of a group booking, in the name of the institution/company that made the payment.
d. No interest will be paid on the refunded amount.
e. Convenience charges paid via credit card, debit card, or online transfer are non-refundable.
f. Tax Collected at Source (TCS) for international tours is non-refundable, as it is deposited with the Income Tax Department against the guest’s registered PAN. However, it can be claimed while filing the annual Income Tax Return.
g. In case of force majeure or uncontrollable situations, FROZEN HIGHWAY reserves the right to levy a non-refundable “tour transfer charge” or “service charge” for standalone services.
h. For FIT/Customized packages, the Holiday Design Fee collected at the enquiry stage is non-refundable if the guest does not proceed with booking.
i. If the tour cost includes visa fees but the consulate/VFS/embassy requires direct payment from the guest, the applicable visa fee will be reduced at the time of booking or refunded within 7 working days upon submission of the visa payment receipt.
j. If a guest already holds a valid visa, they must submit a copy at the time of booking to avail reduction of visa charges. If the tour is rescheduled, the guest will be responsible for obtaining a fresh visa as per the revised schedule, at their own cost.

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