Refund & Cancellation Policy

1. Each trek has its own schedule

What you get back depends on when you cancel and on who cancelled. Each trek has its own cancellation schedule, and its figures are on the trek page, shown against the date you pick before you pay, and printed on your ticket.

It covers bookings made on TrexHive. A trek that takes enquiries rather than bookings is arranged with its organizer, on their terms, and none of this policy applies to it (section 10 of our terms).

You cancel from your bookings page, seat by seat or the whole booking, and the cancel dialog shows what comes back, as money and as credit, before you confirm.

2. If you cancel

• The more notice you give, the more comes back. A schedule divides the time before departure into bands. In each, the organizer keeps an agreed share of the fare and we keep ours — the same share we take on a seat that travels — and the rest comes back to you as credit.
• Or as money, your choice. Money back to your account is 5% of the fare less than credit, and we keep that 5% as well. Neither is chosen for you. That 5% is our money-back charge: any GST on it is inside it, never added, and once we charge GST we send you a tax invoice for it.
• If you paid with credit. If you paid partly with credit, what we keep comes off the money you paid first: the rest of your money comes back as you choose, and the credit you spent comes back as credit. If no money is left to return, all of it comes back as credit. So on ₹500 paid in money and ₹500 in credit, in a band giving 90% as credit or 85% as money, you get ₹350 back to your account and ₹500 as credit, or ₹900 as credit. Credit never comes back as money.
• Nothing comes back in the last band — the day of departure on most treks, and longer on a trek the organizer has to pay for well ahead. The trek page shows every band.
• Each band runs to the end of the day shown against it. If a band says “until 1 September”, cancelling at any hour of 1 September gets you that band’s figure — not until some exact time that morning. The date on the screen is the date that counts.

You can cancel right up until your coach leaves. There is no cut-off some hours beforehand. Once your own coach has left — its first pickup time, when your city's part of the departure goes live — you can no longer cancel here, and the seat is counted as travelling whether or not you board; somebody leaving from a later city can still cancel until their own coach leaves. Until that moment the button is there, and using it is always better than simply not arriving.

Credits instead of cash. Credits last 60 days from the day you cancel, are used automatically on your next booking, and cannot be transferred or exchanged for cash. Credit you take for a payment that could not be used (section 6) lasts 60 days. There is no minimum. How credits work.

Refunds go back to the account you paid from, and banks take 5 to 7 working days to show them. We start it the day you cancel; the rest is your bank. If the payment gateway cannot send a refund back that way, we try again, and may instead send it to you directly by UPI or bank transfer, telling you its reference. On a departure the organizer called off, we may instead ask you again to choose trek credit or the refund.

3. If you do not travel on a booking you kept

Not turning up costs you the fare, and nothing more. A seat you did not cancel is a seat that went with the coach: the trek ran, it was held for you, and there is no refund for it — as in the last band of the trek’s schedule, where nothing comes back.

The organizer keeps a record of who was on the departure — a roll call, for their own operations and ours. It is not a charge, a penalty or a mark against you and it changes nothing about your booking or your money, so we do not email you about it and it does not appear on your booking.

4. If the organizer cancels

Everything you paid comes back to you, and you choose how, whether they call the departure off in advance, abandon it for weather or a forest-department closure, or cut it short once it has started. You can take what you paid as trek credit, usable straight away and valid for 60 days, or a full refund to the way you paid, which banks take 5 to 7 working days to show. If you do not choose within 24 hours, we refund it. We tell you on the site and by email, and you choose from your Credits page or from the booking. Any credits you spent on the booking come back as credits straight away. If a trek is cut short after it has started, we arrange this with you directly.

The same goes if the organizer calls off only your pickup city and the departure runs from its other cities: everything you paid comes back, exactly as above, and your booking shows the departure’s other cities with seats, if you would rather go from one of them.

You are returned to the boarding point you were picked up from. A departure that does not happen, or does not finish, is not something you part-pay for.

5. If we suspend the organizer

We can suspend an organizer, and what that means for your booking depends on why.

• For a safety failure, fraud or misrepresentation, or running without a permit or insurance. We call off every one of their departures that has not started, and you get everything back exactly as if the organizer had cancelled — the same choice of trek credit or a full refund, with any credits you spent given back as credits. We tell you on the site and by email. A departure already under way is not called off; we deal with the organizer directly.
• For anything else. Complaints about quality, a breach of their agreement with us, or paperwork not kept up: they stop selling new departures, and departures already sold run as booked. Nothing about your booking changes.

6. If we take your payment and cannot confirm the booking

If we take your payment and cannot confirm the booking, you choose what happens to it. That can happen when the departure is called off, its organizer is suspended, the last seats go to somebody else, the organizer stops selling that departure’s seats while you are paying, or the coach leaves while you are paying. Nothing is booked, and we tell you on the spot — or, if your page closes before your booking is confirmed, by email within about an hour. You can take the same amount as trek credit, usable straight away and valid for 60 days, or a refund to the way you paid, which banks take 5 to 7 working days to show. If you do not choose within 24 hours, we refund it. You can also choose from your Credits page. If a refund cannot be sent straight away, we tell you so and keep trying until it goes through, or send it to you directly by UPI or bank transfer, telling you its reference.

7. Some other situations

• Booking for more than one person. You can cancel some of your party without cancelling the booking. Each seat is refunded at its own price against the trek’s schedule, and the trekkers still coming keep their seats.
• If you paid with credits. What comes back is worked out on the full fare, and what we keep comes off the money you paid first, as set out in section 2. A refund never returns more money than you paid in money.
• If the cancellation was not yours. If the organizer calls the departure, or your pickup city on it, off or abandons it, or we call it off when we suspend them, you are put back where you started: you choose whether the money you paid comes back to your bank or as trek credit, and the credits you had spent are given back as credits.
• Turned away at the start. A traveller refused at the boarding point for being unfit or intoxicated is treated as not having boarded, and is not refunded. Where practical the organizer will return them to their boarding point, but that is their judgement on the day.
• Dates never move. An organizer who cannot run a departure cancels it. There is no transfer to another date.

8. Questions about a refund

Our contact page has every way to reach us, and a person reads every message.