PickThePackage does not take payment for trips, so we cannot issue refunds for them. The operator you book with decides what you get back. This page explains how to protect yourself and what to do if a trip goes wrong.
The short version
- Your booking is a contract with the operator, not with us.
- Get the cancellation terms in writing before you pay.
- If an operator will not respond or pay, report it and we will look into it.
1. Who is responsible for a refund
You pay the operator directly, and their cancellation rules apply. Rules differ a lot between operators. Some trek organisers refund most of the fee a month ahead, others keep a non-refundable booking amount from day one, and almost all keep the cost of forest permits, camp slots and vehicles that have already been reserved. We do not set these rules, and we cannot overrule them.
2. Check these before you pay
- The cancellation schedule: how much is refunded at 30, 15 and 7 days before departure.
- What is non-refundable, such as permits, bookings for transport or stays, or a registration fee.
- Whether you can move to another date or transfer your place to someone else.
- What happens if the operator cancels, for example because too few people joined.
- How the refund is paid, how long it takes, and who to contact for it.
Ask for all of this by email or WhatsApp so you have a record, and keep your payment receipt.
3. Weather, landslides and closed passes
Mountain trips are sometimes stopped or rerouted because of snowfall, landslides or a closed pass such as Rohtang, Kunzum or Mana. Operators handle these cases in different ways. Some give a voucher for a later date, some refund the unused part of the trip, and some offer a different route. None of these is automatic. Ask your operator which applies to your booking before you pay, not after the road closes.
Consider travel insurance
A good policy can cover cancellation for illness, and the cost of rescue or evacuation at altitude. Read the exclusions, since many policies exclude trekking above a certain height unless you add cover for it.
4. If the operator does not respond or pay
- Write to the operator and set out what was agreed, what happened, and what you want, with dates and amounts.
- If you get no answer, report the operator to us with your booking details. We review reports and may remove a listing that shows a pattern of non-payment or misleading information. We cannot force a refund.
- You can also file a complaint on the National Consumer Helpline (1915 or consumerhelpline.gov.in), or with a consumer commission under the Consumer Protection Act, 2019. Keep your receipts and messages ready.
If you paid by card or UPI, your bank may also be able to help with a disputed transaction.
5. Questions
Write to info@pickthepackage.com. Our Terms of Service explain more about how bookings work on this site.