domestic policies

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Domestic Policies

Cancellation Policy

  • If the Guest(s) is willing to amend or cancel his/ her booking because of whatsoever reasons including death, accident, illness, natural calamities, reaching late, missing flights/ trains/ buses/ cabs/ ships/ ferries/ boats/ speed boats/ any connecting transport or any other personal reasons including non-payment of the balance payment, the Company (Hill 2 Ocean) is liable to recover Cancellation charges from the Guest(s) as per the Accommodation & Travel Cancellation Policy with all deductions.

  • If the Guest's flights/ trains/ buses/ cabs/ ships/ ferries/ boats/ speed boats/ any connecting transport is late on reaching a specified destination or cancelled from destination or in mid-way, the Guest(s) is supposed to Call/ Inform anyhow to Hill 2 Ocean & the Connecting Transportation Driver arranged by Hill 2 Ocean at that specified destination. Somehow if the information doesn't reach any of the above specified Personnel, cancellation of the connecting transport booking may happen and hence the Company (Hill 2 Ocean) is liable to recover Cancellation charges from the Guest(s) as per the Accommodation & Travel Cancellation Policy with all deductions. In this scenario guests need to reach the destination on their own.

  • If the Guest's flights/ trains/ buses/ cabs/ ships/ ferries/ boats/ speed boats/ any connecting transport is late on reaching a specified destination or cancelled from destination or in mid-way even if the transportation is booked being a part of the package of any specific tour, the Guest(s) is supposed to Call/ Inform anyhow to Hill 2 Ocean & the Accommodation who is selling the Packaged Tour for assistance. Guest(s) have to personally chalk out the best way to reach the specified destination/ safe place anyhow with guidance from Hill 2 Ocean & Accommodations involved. The main motif at such situation of the Guest(s) & Hill 2 Ocean should be to solve the problem and make the Guest(s) SAFE & SECURE. No Cancellation Request will be entertained in this scenario.

  • The cancellation policy of the concerned accommodation will be applicable for the room, or package booking, for which the reservation voucher is issued. Generally the cancellation charges will vary from a minimum of 10% to a maximum of 100% (no refund). The exact cancellation charge will vary from case to case depending on season, number of days before check in date etc.

  • A "No Show" will result in forfeiture of the full amount paid during reservation. "No Show" is applicable when the Guest(s) is not available on day 1 of the itinerary. If one member of the family is not available, the "No Show" policy will still be applicable for that member and the entire amount for that member will be forfeited.

  • Similar accommodation/ room(s) quality must be provided to the Guest(s) if not the accommodation/ room(s) booked be provided due to any reason. No Cancellation Request will be entertained in this scenario.

  • Airport transfers are complimentary with package bookings if offered by the accommodation. Guest(s) not using the included transfer will not be given cash equivalent or a price reduction.

  • Cancellation policies of the respective Airlines/ Railways will be followed by the Agency if any bookings done by the Company for Guest(s).

  • The Agency is a booking agent for the accommodations, & is responsible up to the point of allotment of reserved room to the Guest(s). The Agency is not responsible for maintenance & upkeep of the accommodation rooms, food quality, or services provided by the accommodation. No Cancellation Request will be entertained in this scenario.

  • The Agency is a booking agent for the transportation, & is responsible up to the point of allotment of reserved transport to the Guest(s). The Agency is not responsible for maintenance & upkeep of the transportation or services provided by the transport company. No Cancellation Request will be entertained in this scenario.

  • Tour itinerary arranged by Hill 2 Ocean may differ due to certain conditions and scopes, so similar itinerary will be re-scheduled given there is no natural calamities or political turbulence in the destinations. No Cancellation Request will be entertained in this scenario. Additional costs may arise and that need to be borne by Guest(s).

  • All disputes are subject to Kolkata Jurisdiction.

Liability and Responsibility

  • Check In / Out timings as prescribed by the respective accommodation is to be followed by the Guest(s). Extra charges for retention of rooms beyond the time or Early Check-in will be billed by the accommodation & has to be paid directly on spot by the Guest(s). Hill 2 Ocean will take no liability and responsibility towards the Guest(s) or accommodation in this scenario.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s), if the Guest(s) fell sick during the journey or any outdoor activities like river rafting, swimming, para gliding, snorkeling, climbing, car racing, car driving, boating, camping, trekking, high altitude and allied activities.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s), if the Guest(s) faces any sort of accident like train, airplane, ship, boat, car, animal attack, trekking, high altitude, dacoit attack, drowning, bombing, political turmoil, food poisoning, cylinder burst, riots, curfews and similar mishaps.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest (s) for any Death of the Guest(s) while on tour and all applicable rules and procedures of law are to be followed strictly and all the procedures pertaining to the death shall have to be tackled and handled by the Guest(s) or their relatives at their own cost and consequences.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s), if the Guest(s) or any of their group members faces any sort of abusive, mis-conduct, misbehavior from accommodation staffs, drivers and other related human resources involved during the tour. Any injury, loss, personal harm, death or damage caused to any Guest(s) or their property by the act or default of the management / employees / agents of any independent contractor should be reported to the accommodation and transport owners.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s) for any damages, additional expenses or any consequential losses suffered by the Guest(s) due to Cancellation, Amendment and/or Alteration of any of the services of the tour mentioned in the Itinerary/ Brochure by Hill 2 Ocean after the registration / booking by the Guest(s).

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s) for any loss of baggage by independent contractor or their agents, hotel staff, bus/coach or during tour including damage or loss caused to the Guest(s) due to Force Majeure, negligence or technical fault or any other reason whatsoever on account of any change, amendment or cancellation in their schedule by Airline/Railway Authority.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s) for any tour, holiday, excursion facility exceeding the total amount paid or agreed to be paid by the Guest(s) for the tour, including any consequential loss or additional expense whatsoever if the Guest(s) is not allowed to stay in the Accommodation or board the Train/Flight to on account certain reasons beyond the control of Hill 2 Ocean.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s) for allocation of seats, and food service in the Aircraft/ Train/ Ship/ Cruise etc.

  • Hill 2 Ocean will take no liability and responsibility towards the Guest(s) for any overstay expenses on account of any delay or changes in Air, Bus, Ship, Train or cancellation of special bogie on account of Force Majeure including weather conditions, strike, war, political unrest, quarantine, or any other reason whatsoever.

  • All disputes are subject to Kolkata Jurisdiction.

Claims & Refund Policy

  • Refunds if any, for variation/modification/amendments/alteration and/or cancellations etc. of any tour shall be paid directly to the Guest(s) by 'A/C payee' cheque, in Indian Rupees at the prevailing rate of exchange on the date of the cheque, as per Reserve Bank of India Rules and Regulations, irrespective of whether the tour payments in part or whole were made in foreign currency.

  • No refund can be made to the Guest(s) for unused services, unused transportation, unused air conditioning/ heater in accommodation & transportation, unused sightseeing, unconsumed meals included in the package, (breakfast, lunch, dinner, tea) or for voluntary modifications made by the traveler.

  • No refund is admissible on count of deficiency in quality of amenities provided – Any dispute regarding service provided, room quality, food quality, transportation quality, complimentary transfers as provided by the accommodation, is to be taken with the concerned accommodation or transport management company directly by the Guest(s) without involving the agency (Hill 2 Ocean) at any point.

  • All extra charges for laundry; telephone; mini bar; alcohol, beverages, and food, room heater, fire place, air-conditioning, loos or damage of the accommodation and its assets, taxes etc as billed by the accommodation are to be paid directly by the Guest(s) on his/her own account.

  • For package tours, after departure, the services included in the vacation cannot be changed, or there are changes in an itinerary for reasons beyond the control of the Agency, the Agency will arrange for the provision of comparable services. Any resulting additional expense will be payable by the Guest(s), and any resulting savings will be refunded by the agency to Guest(s).

  • Refund claims are forwarded to the concerned accommodation/ travel management, & a refund is possible only when the amount is returned / credited to the Agency´s account by the accommodation/ transport management as per their rules & regulations. There is NO REFUND against booking of Homestays in West Bengal & Sikkim.

  • No part or full refunds are permissible if the area/location of the accommodation suffers a power cut, due to load shedding or otherwise & air-conditioners / fans / lights etc. do not function.

  • Guest(s) not availing the services offered due to personal sickness/tragedy will not be eligible for a refund.

  • No refund is applicable if the services cannot be rendered due to Severe Weather Conditions like Rainfall, Snowfall, Storm; Natural Calamities like Earthquake, Flood, Tornado, Typhoon, Land Slides; Riots; Curfew etc. in the respective starting or destination of travel.

  • Postponement of travel dates after initial confirmations/ booking will fetch no refund for the Guest(s), it will be treated as "No Show".

  • All disputes are subject to Kolkata Jurisdiction.