• Siliguri, West Bengal
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Terms and Conditions

Terms & Conditions | AU Cloud Tours Pvt. Ltd.

Introduction

These Terms & Conditions define how bookings, services, payments, cancellations and responsibilities are handled by AU Cloud Tours Pvt. Ltd.

By booking any tour package, transport service or travel related service with us, you agree to these terms.

This document is designed to keep everything clear. Not complicated. Not hidden.

Just transparent expectations for both sides. If you have any questions before booking, you can always contact us.

Definitions

For clarity, a few terms used here:

  • "Company" / "We" / "Us" refers to AU Cloud Tours Pvt. Ltd.
  • "Customer" / "You" refers to the person booking or traveling
  • "Package" refers to the travel plan including hotels, transport and services
  • "Booking" means a confirmed reservation after payment
  • "Supplier" refers to hotels, drivers or third-party service providers

Booking Process and Confirmation

Bookings can be made through:

  • Phone
  • WhatsApp
  • Email
  • Website

A booking is considered confirmed only after advance payment is received. Once confirmed:

  • You receive booking details
  • Hotels and services are reserved
  • Travel coordination begins

If advance payment is not made within the given time, the booking may not be held.

We reserve the right to decline a booking if availability or operational constraints do not allow proper service.

Pricing and Payments

All prices are quoted in INR.

The package cost includes only what is clearly mentioned in your itinerary.

Included

  • Hotel stays
  • Transport
  • Sightseeing as per plan

Not Included

  • Entry fees
  • Personal expenses
  • Meals (unless specified)
  • Optional activities

Payment Structure

  • 30% advance payment is required to confirm the booking
  • Remaining 70% balance must be paid before trip start

This advance amount is used to block hotels, vehicles and permits in advance, ensuring availability during your travel dates.

Accepted Payment Methods

  • Bank transfer
  • UPI
  • Cash (if applicable)

Prices may vary based on:

  • Season
  • Hotel availability
  • Travel dates

Once booked, the agreed price remains fixed unless changes are requested.

Cancellation by Customer

Travel plans can change. We understand that.

But cancellations involve costs because bookings are already confirmed with hotels and services.

Cancellation Charges

Cancellation Time Charges
30+ days before travel 10% of package cost
15–29 days before 25% of package cost
7–14 days before 50% of package cost
3–6 days before 75% of package cost
Less than 3 days / No-show 100% (No refund)

How to Cancel

  • Inform us via WhatsApp, email, or call
  • Cancellation must be confirmed in writing
  • Date of request will be considered

Refund Policy

Refunds are processed after deducting applicable cancellation charges.

Important Points

  • Refund timeline: 7 to 15 working days
  • Refund method: same as original payment
  • Processing depends on supplier refunds

Non-Refundable Items

Some components may not be refundable:

  • Permits already processed
  • Booking charges paid to hotels
  • Special event bookings

Refunds are always calculated fairly based on actual recoverable amounts.

Cancellation or Changes by Company

In rare cases, we may need to modify or cancel a trip due to:

  • Weather conditions
  • Road blockages
  • Government restrictions
  • Safety concerns

In such cases:

  • Alternative arrangements will be provided
  • Or refund/adjustment will be offered

We always aim to minimize inconvenience.

Changes and Modifications

Changes can be requested before the trip.

This includes:

  • Travel dates
  • Hotel upgrades
  • Itinerary adjustments

Changes are subject to:

  • Availability
  • Price differences

Last-minute changes may not always be possible.

Travel Documents and Permits

Travelers must provide valid identification. For certain destinations like Sikkim, Nepal or Bhutan:

  • Permits are required
  • Documents must be submitted on time

Incorrect or delayed documents may affect travel.

Customer Responsibilities

As a traveler, you are expected to:

  • Provide accurate information
  • Follow travel schedules
  • Respect local rules and culture
  • Maintain proper behavior

Travel is smoother when both sides cooperate.

Child Policy

For families traveling with children, the following policy applies:

  • Children below 5 years: Usually complimentary (no separate bed/seat)
  • Children between 5–10 years: Child rate applies (with or without extra bed based on preference)
  • Above 10 years: Considered as adult for pricing

Please note:

  • Extra bed, mattress or seat depends on package type and hotel policy
  • Child pricing may vary slightly depending on destination and hotel category
  • It is always recommended to inform us about children during booking for proper planning

This helps ensure comfort and correct arrangements during the trip.

Company Responsibilities and Limitations

We are responsible for:

  • Planning and coordination
  • Arranging confirmed services
  • Providing support during travel

However, we are not responsible for:

  • Weather conditions
  • Natural events
  • Traffic delays
  • Personal loss or damage
  • Third-party service failures

We coordinate everything, but some factors remain beyond control.

Liability and Insurance

We recommend travelers take personal travel insurance.

This helps cover:

  • Medical emergencies
  • Trip cancellations
  • Loss of belongings

Our role is coordination. Insurance adds protection.

Complaints and Resolution

If any issue occurs during the trip:

  • Inform us immediately
  • We will try to resolve it quickly

For post-trip concerns:

  • You can contact us via email or phone
  • We review and respond properly

Unforeseeable Circumstances

Certain situations cannot be controlled:

  • Natural disasters
  • Landslides
  • Political issues
  • Pandemic situations

In such cases:

  • Plans may change
  • Delays may happen

We focus on safety first and provide possible alternatives.

General Terms

  • These terms apply to all bookings
  • Updates may happen when required
  • Customers are bound by terms at the time of booking

Contact Information

For any queries regarding these Terms & Conditions:

AU Cloud Tours Pvt. Ltd.

Siliguri, West Bengal

Phone / WhatsApp: +91 9733330531

We aim to keep everything clear. No hidden clauses. No complicated language.

Just a straightforward understanding so your trip remains smooth.