Terms & conditions

1. Who you are contracting with

TrexHive is a marketplace. Treks are organised and operated by independent trekking organisations (“organizers”), not by TrexHive.

When you book, you enter into two relationships:

• With TrexHive — for the booking, the payment and your account.
• With the organizer — for the trek itself: the transport, the guiding, the food and the safety of the departure.

The organizer sells you the trek, and TrexHive is its agent. Your contract for the trek is with the organisation that runs it — the transport, the guiding, the food, the safety on the mountain are theirs. We take your booking and your payment on its behalf, hold the money until we pay the organizer after the departure, and handle refunds and credit under §4. For your booking, your payment, a refund or credit you deal with us; for the trek itself, with the organizer — and we help you reach them.

Payment is collected through our payment gateway, an RBI-authorised payment aggregator, into a TrexHive account, as the organizer’s agent. What we pay the organisation that runs your trek is a matter between them and us, and it does not change what you have paid for or what you are owed if the departure is cancelled.

Who we are. TrexHive is a brand of TrexHive Technologies LLP (LLPIN ADD-8323), registered with limited liability. Contracting with TrexHive means contracting with that firm, not with the brand.

Registration and insurance. An organizer can publish a trek here only once we have checked its adventure tourism registration with Maharashtra’s Directorate of Tourism, by reading the certificate — that the Directorate issued it, in the organizer’s name, that it covers trekking and that it is current for the days the departure runs. Each organizer is responsible for its own insurance for the treks it runs: Maharashtra’s rules make insuring the trekkers and its own people the organizer’s duty, and we record what it tells us of its policy without checking it. We do not check what a policy pays or whether it is enough for you, and we do not sell insurance.

Our address is Gat No 154, Gorhe Bk Haveli, Donje, Haveli, Pune 411025, Maharashtra.

GSTIN 27ABBFT1635Q1ZQ.

If the firm behind TrexHive ever changes, that appears here with the date it takes effect, and the terms in force on the day you booked continue to govern that booking.

2. Booking

• Everyone on a booking must be 18 or over, including you. We do not take bookings for children, and an organizer may refuse anyone under 18 at the boarding point.
• You must have an account and sign in with Google. To book, we need your name, mobile number and date of birth; checkout asks for any your profile does not have. Your gender and billing address are optional.
• A booking holds up to 5 seats today. We set that limit and may change it, never above 20, and checkout always allows the one in force. Larger groups book more than once, or contact the organizer.
• When you press Pay, we hold your seats for 3 minutes while you pay. Other people are told those seats are being booked.
• If we take your payment and cannot confirm the booking, you choose what happens to it: trek credit or a refund, as our Refund & Cancellation Policy sets out.
• You provide the name, age and gender of every trekker on the booking, and you confirm you are authorised to give us those details. We don’t ask for their phone numbers: the organizer reaches your group through your mobile. If the details are not saved at checkout, you can add them from the booking on your bookings page until your coach leaves, and every trekker is checked against the age rule above when their details are saved.
• You agree to the trekker details, and your mobile number, being shared with the organizer running your departure and printed on the trek manifest. Checkout has two boxes you must tick — these terms and the cancellation policy, and that you have read the trek’s risks and nobody you are booking for is on its list of who may not join (§5) — and one you do not have to: offers (see §8). None is ticked for you. What you agreed to and when is recorded against the booking, with the version of these terms that was in force.
• A booking is confirmed when payment succeeds. The record is the booking itself, on your bookings page, where the ticket, the receipt and a statement for any cancellation can be downloaded at any time. We also email you the ticket when the booking is confirmed — but the booking is the record and the email is a convenience, so a message that does not arrive costs you nothing.
• Seats are held per departure city. A departure running coaches from more than one city counts capacity separately for each.
• Booking closes one hour before your coach leaves at the latest, and it is your coach’s own pickup time that counts, not the departure’s earliest. A trek collecting from Pune at 6am and Mumbai at 9pm stops selling Pune seats at 5am and Mumbai seats at 8pm. The organizer can close bookings earlier, or stop selling seats from a city, while the departure still runs. After that the departure still shows, marked as closed, until it goes.
• Pickup times run in the order the coach reaches the stops, so a time earlier than the stop before it is the next day: on a coach leaving at 10pm, a last pickup at 12am is at midnight, after the 10pm departure. Your ticket prints the date for a pickup like that.

3. Prices

• Prices are per person, shown in Indian Rupees, and include what the trek listing says they include.
• Where a trek departs from more than one city, each city has its own price — a coach that travels further costs more.
• The price you see at checkout is the price you pay.

Nothing is added to the price. The figure on the trek is the figure you pay: no service charge, no booking fee, no convenience fee added at checkout. Any GST on the trek is the organizer’s, and is inside that figure. Our platform fee comes out of the organizer’s price, never on top of it.

You get a receipt for every booking, downloadable from the booking itself alongside your ticket. It is in the organizer’s name — they sell you the trek, and TrexHive collected your payment as their agent — and shows the fare, with our platform fee in it on a line of its own. It is not a tax invoice: we charge you no GST of our own on the fare, because our platform fee is a service to the organizer, which we invoice them for. It prints the billing address on your profile once you add it, before or after you book.

Each cancellation has a statement, downloadable from the booking: the seats given up, what came back to you as money and as trek credit, and what was kept and by whom.

4. Cancellation and refunds

Our Refund & Cancellation Policy is part of these terms. It says what comes back when you cancel, when the organizer cancels or we suspend them, and when we take a payment we cannot turn into a booking. 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 the Refund & Cancellation Policy does not apply to it (section 10).

5. What we ask of you

What you confirm before you pay. Every trek page carries what that trek says about itself: its grade, what can go wrong on it, who may not join it and any permits it needs. That is the organizer’s own statement about their trek and we do not check it. Before you pay you confirm that you have read it and that nobody you are booking for is on the list of who may not join — which includes anyone intoxicated, anyone who will not follow the leaders’ instructions, anyone whose medical condition would put them at risk, and anyone pregnant. The organizer’s leaders can turn somebody away on the day for any of those reasons, and a person turned away is treated as not having boarded, under section 4. Nobody under 18 can be booked on a trek here.

• Give accurate details, especially ages, and keep your mobile number current. It is how the organizer reaches you and everyone you book for on the day.
• Reach your boarding point at the time on your ticket. A coach that waits makes everyone late; one that does not wait leaves you behind, and that is not a cancellation by the organizer.
• Follow the organizer and the trek lead’s instructions during the trek.
• Do not book on behalf of someone who has not agreed to it.

6. Your data

What we collect, why, who we share it with and how long we keep it is set out in full in the privacy notice, which stands on its own rather than sitting as a clause in here. In short:

What we collect. Your name, email, mobile, date of birth, gender and profile photo; your billing address (§3); the people you save to book with again; for every trekker on a booking, their name, age and gender; whether you want offers from us (§8); the treks you ask us to tell you about when they have no date to book; the enquiries you send organizers — your name, mobile, the trek, the date and city you picked and your message (section 10); what you send us through the contact form — your name, email, mobile if you give one, and your message, and any screenshots you add to it while signed in, which we delete 90 days after you add them; the notices we show you under the bell on the site, which we keep for 180 days; and your choice of how you receive reminders, which you set on your profile.

We do not ask for trekkers’ phone numbers. The organizer reaches everyone on a booking through the mobile number of the person who booked it, which stays with that person’s account for as long as they have one.

We share the trekker details with the organizer running your departure — names, ages and genders, and your mobile number. They appear on the manifest a trek lead carries. That is the reason we ask for them.

We share your name, mobile number and message with the organizer you send an enquiry to (section 10), so they can answer you.

If you cancel a seat, the organizer stops seeing whose it was. That trekker’s name, age and gender are no longer shown to them, and do not come back when the departure runs or finishes. If no seat on the booking is left, they also stop seeing the mobile of whoever paid — they keep the name and the booking reference, because a refund is still a conversation with someone. Where the organizer has recorded who was on the departure, they keep that trekker’s name. This limits what the organizer is shown; it is not a deletion, and the record stays with us as below.

Payment details are handled by our payment gateway and never reach our servers.

How long we keep it. Three rules, because the data is not all the same.

• Your booking, and the money trail behind it, we keep. Tax and dispute records are a real purpose, and they are what a refund or a complaint two years from now is answered from.
• What is on a booking is kept 10 years. It is what the booking is: who travelled, when, and what was paid, and the law asks us to keep it.
• Notifications, 180 days. What we tell you under the bell is kept for 180 days and then deleted. The booking a notice was about is kept as above.

7. Liability

8. Changes to these terms

The terms in force on the day you booked govern that booking. A change never applies backwards to a booking already made, with one exception: how money and credit come back when you cancel a booking you paid for partly with credit is the rule in our Refund & Cancellation Policy, for every booking, whenever you made it.

Changes are published on this page with the date they take effect, and you are not asked to re-accept.

We tell you when these terms change. When a change adds to or alters what these terms say, rather than only correcting their wording, we tell you under the bell on the site and by email, the morning after the change is published, with the date it takes effect. You can turn that notice off on your profile, as you can reminders; the change applies either way, and this page always shows the current version.

Offers stay off until you tick the box. We send new treks and offers on WhatsApp and SMS only if you tick “Send me new treks and offers on WhatsApp and SMS”, at checkout or on your profile. It is never ticked for you, and you do not need it to book. Untick it on your profile and they stop.

9. Reviews

Once a trek you booked has run, we invite you to rate it and say how it went. It is one review per trip — two bookings on the same departure is still one day out — and the seats you booked are shown with it, because a group of seven had a different day from somebody who went alone. It is about the organizer and the trek, not about us.

• We may publish it. On the organizer’s page and the trek’s page, with your first name and the month you travelled. We do not edit reviews.
• Today we publish only the organizer’s rating, once 10 people have reviewed them — the average, and how many it is drawn from. What you wrote is shown to that organizer, without your name, and to nobody else. If that changes, it changes under the notice §8 promises.
• We remove what is abusive, untrue or personal. Insults, somebody else’s phone number, or a claim about a person rather than about the trek — and a review that turns out not to be from the trip it names.
• You cannot change it afterwards. Tell us if you got something wrong and we will look at it.

10. Enquiries

You can send an organizer an enquiry about any trek on TrexHive, signed in, from the trek’s page: about the trek, and the date and pickup city you picked if any, with a message if you write one.

• Your name and mobile number go to the organizer with it, never your email, so they can answer you, by phone or WhatsApp. If your profile has no mobile number, we ask for it once and save it there. The organizer’s team reads your enquiry in Studio and may keep notes on it, which you are not shown. Beside it they see what your mobile number or your account has already asked or booked with them — their other enquiries, the bookings they made for you themselves, and your bookings with them on TrexHive until the trip is marked completed or called off — only what their team already holds, never what you asked or booked with anybody else.
• One enquiry per trek. Sending again replaces the one you sent before. You can send them about 10 treks a day.
• We keep it 30 days from when you last sent it, then delete it, with the organizer’s notes. You can withdraw it sooner from your bookings page, and erasing your data deletes it.
• An enquiry is not a booking, and costs nothing. On a trek that takes bookings on TrexHive, you book through TrexHive, and these terms apply as to any booking. On a trek that takes enquiries only, nothing is booked or paid through us: whatever you arrange with the organizer — the booking, the payment, a cancellation or a refund — is between you and them, on their terms, and our rules for booking, prices and refunds (sections 2 to 4) do not apply to it. We are not a party to it.
• We send you nothing about an enquiry. The page tells you it went, and your bookings page lists it.