LEGAL & POLICY DOCUMENT

Last Updated: June 01, 2026

Privacy Policy

This policy explains how Heyadri collects, uses, and protects your personal information. It is published in compliance with the Information Technology Act, 2000, the SPDI Rules, 2011, and the Digital Personal Data Protection Act, 2023.



Information We Collect:

When you register, make a booking, or use our website, we may collect the following:

  • Full name, date of birth, gender, and nationality

  • Contact details - email address, mobile number, and residential address

  • Government-issued identity proof (Aadhaar, PAN, Passport — as applicable)

  • Passport details for international travel bookings

  • Emergency contact name, relationship, and phone number

  • Health or dietary information disclosed voluntarily (treated as Sensitive Personal Data)

  • Payment information — processed exclusively through secure, PCI-DSS compliant gateways; Heyadri does not store raw card data

  • Technical data — IP address, browser type, pages visited, and device identifiers


How We Use Your Information:

Your personal data is used strictly for the following purposes:

  • Processing and confirming your bookings and payments

  • Sending booking confirmations, itineraries, and travel updates

  • Providing customer support and responding to grievances

  • Verifying identity and preventing fraudulent transactions

  • Sending promotional communications — only with your prior consent, which you may withdraw at any time

  • Complying with applicable statutory and regulatory obligations


Sharing of Information:

We do not sell, license, or rent your personal data to any third party. Information may be shared with:

  • Third-party suppliers (hotels, transport operators, guides) — strictly to fulfil your booking

  • Payment gateway operators for processing transactions

  • Government authorities, law enforcement, or courts when required by law

  • Professional advisors (lawyers, auditors) under strict confidentiality obligations


Cookies:

Our website uses essential, analytical, and marketing cookies. You may disable non-essential cookies at any time through your browser settings or our cookie preference panel. Disabling certain cookies may affect website functionality.


Data Retention:

Personal data is retained only as long as necessary. Booking and transaction records are retained for a minimum of seven (7) years as required under Indian tax law. All data is securely erased or anonymised upon expiry of the applicable retention period.


Your Rights:

Under the Digital Personal Data Protection Act, 2023 and the IT Act, 2000, you have the right to access, correct, and request erasure of your personal data, withdraw consent at any time, and raise a grievance with our Grievance Officer. To exercise any right, write to explore@heyadri.com.


Data Security:

We implement SSL/TLS encryption, restricted access controls, periodic security audits, and third-party PCI-DSS compliant payment processing. No internet transmission is 100% secure. In the event of a breach, we shall comply with all CERT-In and applicable statutory disclosure obligations.


Children's Privacy:

Our services are not directed at individuals under the age of 18. We do not knowingly collect data from minors without verified parental or guardian consent. Bookings involving minors must be made by the accompanying parent or legal guardian, who assumes full responsibility for information accuracy.

This policy explains how Heyadri collects, uses, and protects your personal information. It is published in compliance with the Information Technology Act, 2000, the SPDI Rules, 2011, and the Digital Personal Data Protection Act, 2023.


Information We Collect:

When you register, make a booking, or use our website, we may collect the following:

  • Full name, date of birth, gender, and nationality

  • Contact details - email address, mobile number, and residential address

  • Government-issued identity proof (Aadhaar, PAN, Passport — as applicable)

  • Passport details for international travel bookings

  • Emergency contact name, relationship, and phone number

  • Health or dietary information disclosed voluntarily (treated as Sensitive Personal Data)

  • Payment information — processed exclusively through secure, PCI-DSS compliant gateways; Heyadri does not store raw card data

  • Technical data — IP address, browser type, pages visited, and device identifiers


How We Use Your Information:

Your personal data is used strictly for the following purposes:

  • Processing and confirming your bookings and payments

  • Sending booking confirmations, itineraries, and travel updates

  • Providing customer support and responding to grievances

  • Verifying identity and preventing fraudulent transactions

  • Sending promotional communications — only with your prior consent, which you may withdraw at any time

  • Complying with applicable statutory and regulatory obligations


Sharing of Information:

We do not sell, license, or rent your personal data to any third party. Information may be shared with:

  • Third-party suppliers (hotels, transport operators, guides) — strictly to fulfil your booking

  • Payment gateway operators for processing transactions

  • Government authorities, law enforcement, or courts when required by law

  • Professional advisors (lawyers, auditors) under strict confidentiality obligations


Cookies:

Our website uses essential, analytical, and marketing cookies. You may disable non-essential cookies at any time through your browser settings or our cookie preference panel. Disabling certain cookies may affect website functionality.


Data Retention:

Personal data is retained only as long as necessary. Booking and transaction records are retained for a minimum of seven (7) years as required under Indian tax law. All data is securely erased or anonymised upon expiry of the applicable retention period.


Your Rights:

Under the Digital Personal Data Protection Act, 2023 and the IT Act, 2000, you have the right to access, correct, and request erasure of your personal data, withdraw consent at any time, and raise a grievance with our Grievance Officer. To exercise any right, write to explore@heyadri.com.


Data Security:

We implement SSL/TLS encryption, restricted access controls, periodic security audits, and third-party PCI-DSS compliant payment processing. No internet transmission is 100% secure. In the event of a breach, we shall comply with all CERT-In and applicable statutory disclosure obligations.


Children's Privacy:

Our services are not directed at individuals under the age of 18. We do not knowingly collect data from minors without verified parental or guardian consent. Bookings involving minors must be made by the accompanying parent or legal guardian, who assumes full responsibility for information accuracy.

Grievance Officer:  For any privacy concern, contact our Grievance Officer at explore@heyadri.com. We shall respond within 15 working days as required under the IT (Intermediary Guidelines) Rules, 2021.

Terms & Conditions of Service

These Terms constitute a legally binding agreement under the Indian Contract Act, 1872 between you and Heyadri. By accessing our website or confirming a booking, you unconditionally accept these Terms in full.



Eligibility:

By accepting these Terms, you confirm that you are at least 18 years of age, are of sound mind, and are legally competent to enter into a binding contract. If you are booking on behalf of others (including minors), you confirm that you have lawful authority to bind those persons to these Terms.


Nature of Heyadri's Services:

Heyadri operates as a travel facilitator and booking intermediary. We curate and offer tour packages that may involve services delivered by independent third-party suppliers. Heyadri is not the direct provider of transportation, accommodation, or adventure activities unless explicitly stated in your booking confirmation. The contractual relationship for direct service delivery exists between you and the respective supplier.


Booking and Contract Formation:

A legally binding contract is formed only upon receipt of your booking deposit or full payment AND issuance of a written Booking Confirmation from Heyadri bearing a unique reference number. Indicative prices and provisional bookings do not constitute a binding contract. Heyadri reserves the right to decline any booking at its sole discretion.


Pricing, Taxes, and Payment:

  • All prices are in Indian Rupees (INR) and inclusive of applicable GST unless otherwise stated

  • A refundable deposit ( Provided cancellation is done in stipulated timeline ) of 50% is payable at the time of booking

  • The balance is due no later than 14 days prior to departure; failure to pay entitles Heyadri to cancel the booking and forfeit the deposit

  • Payment is accepted via NEFT/RTGS/IMPS, UPI, and credit/debit card through our authorised payment gateway

  • Heyadri is not responsible for currency conversion losses or banking transaction charges


Guest Obligations:

All guests undertake to:

  • Provide accurate, complete, and truthful information at the time of booking

  • Comply with all laws, regulations, and government orders of places visited

  • Follow all safety instructions issued by Heyadri, guides, and third-party suppliers

  • Conduct themselves in a lawful, respectful, and non-disruptive manner at all times

  • Obtain all necessary travel documents, permits, and visas prior to departure

  • Promptly disclose any medical condition that may affect participation in activities


Intellectual Property:

All content on the Heyadri website — including text, photographs, itineraries, logos, graphics, and software — is the proprietary intellectual property of Heyadri and is protected under the Copyright Act, 1957 and the Trade Marks Act, 1999. Reproduction, adaptation, or commercial use of any content without prior written authorisation is strictly prohibited.


Governing Law and Jurisdiction:

These Terms are governed exclusively by the laws of the Republic of India. Subject to our arbitration clause, all disputes shall be subject to the exclusive jurisdiction of the competent civil courts at Guwahati, Assam, India.

These Terms constitute a legally binding agreement under the Indian Contract Act, 1872 between you and Heyadri. By accessing our website or confirming a booking, you unconditionally accept these Terms in full.


Eligibility:

By accepting these Terms, you confirm that you are at least 18 years of age, are of sound mind, and are legally competent to enter into a binding contract. If you are booking on behalf of others (including minors), you confirm that you have lawful authority to bind those persons to these Terms.


Nature of Heyadri's Services:

Heyadri operates as a travel facilitator and booking intermediary. We curate and offer tour packages that may involve services delivered by independent third-party suppliers. Heyadri is not the direct provider of transportation, accommodation, or adventure activities unless explicitly stated in your booking confirmation. The contractual relationship for direct service delivery exists between you and the respective supplier.


Booking and Contract Formation:

A legally binding contract is formed only upon receipt of your booking deposit or full payment AND issuance of a written Booking Confirmation from Heyadri bearing a unique reference number. Indicative prices and provisional bookings do not constitute a binding contract. Heyadri reserves the right to decline any booking at its sole discretion.


Pricing, Taxes, and Payment:

  • All prices are in Indian Rupees (INR) and inclusive of applicable GST unless otherwise stated

  • A refundable deposit ( Provided cancellation is done in stipulated timeline ) of 50% is payable at the time of booking

  • The balance is due no later than 14 days prior to departure; failure to pay entitles Heyadri to cancel the booking and forfeit the deposit

  • Payment is accepted via NEFT/RTGS/IMPS, UPI, and credit/debit card through our authorised payment gateway

  • Heyadri is not responsible for currency conversion losses or banking transaction charges


Guest Obligations:

All guests undertake to:

  • Provide accurate, complete, and truthful information at the time of booking

  • Comply with all laws, regulations, and government orders of places visited

  • Follow all safety instructions issued by Heyadri, guides, and third-party suppliers

  • Conduct themselves in a lawful, respectful, and non-disruptive manner at all times

  • Obtain all necessary travel documents, permits, and visas prior to departure

  • Promptly disclose any medical condition that may affect participation in activities


Intellectual Property:

All content on the Heyadri website — including text, photographs, itineraries, logos, graphics, and software — is the proprietary intellectual property of Heyadri and is protected under the Copyright Act, 1957 and the Trade Marks Act, 1999. Reproduction, adaptation, or commercial use of any content without prior written authorisation is strictly prohibited.


Governing Law and Jurisdiction:

These Terms are governed exclusively by the laws of the Republic of India. Subject to our arbitration clause, all disputes shall be subject to the exclusive jurisdiction of the competent civil courts at Guwahati, Assam, India.

Cancellation & Refund Policy

This policy is framed with reference to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. All cancellations must be submitted in writing to explore@heyadri.com. The date of receipt of your written request is the effective cancellation date. Verbal or telephonic cancellations are not recognised.


This policy is framed with reference to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. All cancellations must be submitted in writing to explore@heyadri.com. The date of receipt of your written request is the effective cancellation date. Verbal or telephonic cancellations are not recognised.

Days Before Departure

Days Before Departure

60+ days

30–59 days before departure

15–29 days before departure

0–14 days / Day of departure

Cancellation Charge

Cancellation Charge

Deposit forfeited

50% of total package value

75% of total package value

100% of total package value

Refund

Balance refunded

50% refunded

25% refunded

No refund

NOTE:  Festival departures, fixed-group tours, and peak-season bookings (October–January and April–June) may carry stricter cancellation terms. Any such variation will be communicated in writing at the time of booking and will form part of your Booking Confirmation.

Cancellation by Heyadri:

Heyadri may cancel a confirmed booking due to: insufficient group participants, force majeure events, government travel advisories, or third-party supplier failures beyond our control. In such cases, we will offer a full refund of all amounts paid to Heyadri, or a credit note valid for 12 months. Our liability does not extend to independently purchased flights, visas, or accommodation.


No-Show:

Failure to appear at the designated departure point without prior written notice constitutes a same-day cancellation. One hundred percent (100%) of the total package value is forfeited. No refund, credit, or alternative arrangement will be provided.


Modifications to Bookings:

Modification requests (dates, itinerary, participants) must be submitted in writing at least 14 days before departure and may attract a minimal administrative fee. Modifications within 14 days of departure may not be possible and will be treated as a cancellation subject to the charges above.


Refund Processing:

Approved refunds are processed within 14–30 working days to the original payment source. Heyadri is not responsible for bank or payment gateway delays. Transaction charges and conversion fees, if any, will be deducted. Refunds are not made in cash under any circumstances.

Travel Insurance — Strongly Advised:  Heyadri urges all guests to purchase comprehensive travel insurance at the time of booking, covering trip cancellation, medical emergencies, emergency evacuation, and adventure activity participation. Procurement of travel insurance is entirely your responsibility.

Limitation of Liability

Heyadri operates as a travel facilitator and intermediary. The following provisions constitute a complete statement of Heyadri's liability, enforceable to the fullest extent permitted under applicable Indian law, including the Indian Contract Act, 1872 and the Consumer Protection Act, 2019.



General Exclusions:

Heyadri shall not be liable — under any circumstances — for any loss, injury, damage, delay, or irregularity arising from:

  • Acts, omissions, or negligence of independent third-party suppliers (hotels, airlines, transport operators, guides)

  • Force majeure events — acts of God, natural calamities, earthquakes, floods, pandemics, war, terrorism, or government restrictions

  • Personal injury, illness, permanent disability, or death occurring during the tour

  • Loss, theft, damage, or destruction of personal belongings, money, or documents

  • Flight cancellations, delays, rescheduling, or diversions

  • A guest's own negligence, recklessness, wilful misconduct, or failure to follow safety instructions

  • Denial of entry at borders due to visa, immigration, or customs issues

  • Changes in government policy, visa regulations, or travel advisories


Maximum Financial Liability:

To the fullest extent permitted by law, Heyadri's aggregate liability to any guest arising from any booking shall not exceed the total net amount paid by the guest to Heyadri for that specific booking. This cap applies to all causes of action in aggregate — whether in contract, tort, equity, or otherwise.


Health and Medical Responsibility:

It is the sole responsibility of each guest to ensure they are medically fit for the tour and all booked activities. Heyadri recommends consulting a registered medical practitioner before booking. Heyadri shall not be liable for any medical, hospitalisation, evacuation, or repatriation costs incurred during travel.


Travel Documents and Visas:

Guests bear sole and exclusive responsibility for the validity and completeness of all travel documents — passport (minimum 6 months' validity), visa, inner-line permit (ILP), national park permits, and any other documents required by Indian or foreign authorities. Heyadri is not liable for any loss arising from failure to obtain, carry, or maintain valid documentation.


Force Majeure:

Heyadri shall not be in breach of these Terms if performance is delayed or prevented by a Force Majeure Event. Heyadri will use commercially reasonable efforts to resume performance or offer an alternative. Guests are not entitled to damages or compensation arising from a Force Majeure Event.


Indemnification:

The guest agrees to indemnify and hold harmless Heyadri, its directors, employees, guides, and partners from all third-party claims, liabilities, damages, penalties, costs, and legal expenses arising from the guest's breach of these Terms, negligence, wilful misconduct, or violation of applicable law. This obligation survives the termination of the booking.

Heyadri operates as a travel facilitator and intermediary. The following provisions constitute a complete statement of Heyadri's liability, enforceable to the fullest extent permitted under applicable Indian law, including the Indian Contract Act, 1872 and the Consumer Protection Act, 2019.


General Exclusions:

Heyadri shall not be liable — under any circumstances — for any loss, injury, damage, delay, or irregularity arising from:

  • Acts, omissions, or negligence of independent third-party suppliers (hotels, airlines, transport operators, guides)

  • Force majeure events — acts of God, natural calamities, earthquakes, floods, pandemics, war, terrorism, or government restrictions

  • Personal injury, illness, permanent disability, or death occurring during the tour

  • Loss, theft, damage, or destruction of personal belongings, money, or documents

  • Flight cancellations, delays, rescheduling, or diversions

  • A guest's own negligence, recklessness, wilful misconduct, or failure to follow safety instructions

  • Denial of entry at borders due to visa, immigration, or customs issues

  • Changes in government policy, visa regulations, or travel advisories


Maximum Financial Liability:

To the fullest extent permitted by law, Heyadri's aggregate liability to any guest arising from any booking shall not exceed the total net amount paid by the guest to Heyadri for that specific booking. This cap applies to all causes of action in aggregate — whether in contract, tort, equity, or otherwise.


Health and Medical Responsibility:

It is the sole responsibility of each guest to ensure they are medically fit for the tour and all booked activities. Heyadri recommends consulting a registered medical practitioner before booking. Heyadri shall not be liable for any medical, hospitalisation, evacuation, or repatriation costs incurred during travel.


Travel Documents and Visas:

Guests bear sole and exclusive responsibility for the validity and completeness of all travel documents — passport (minimum 6 months' validity), visa, inner-line permit (ILP), national park permits, and any other documents required by Indian or foreign authorities. Heyadri is not liable for any loss arising from failure to obtain, carry, or maintain valid documentation.


Force Majeure:

Heyadri shall not be in breach of these Terms if performance is delayed or prevented by a Force Majeure Event. Heyadri will use commercially reasonable efforts to resume performance or offer an alternative. Guests are not entitled to damages or compensation arising from a Force Majeure Event.


Indemnification:

The guest agrees to indemnify and hold harmless Heyadri, its directors, employees, guides, and partners from all third-party claims, liabilities, damages, penalties, costs, and legal expenses arising from the guest's breach of these Terms, negligence, wilful misconduct, or violation of applicable law. This obligation survives the termination of the booking.

Adventure Activities — Assumption of Risk

Certain Heyadri packages include inherently dangerous adventure activities. By confirming a booking that includes any such activity, you voluntarily and knowingly accept all associated risks and irrevocably waive all claims against Heyadri. Please read this section in its entirety before booking.



Activities Covered:

Our tours may include the following adventure and outdoor activities, each carrying inherent and unavoidable physical risk:

  • Trekking and Hiking — traversal of mountainous, forested, high-altitude, or remote terrain

  • River Canyoning — navigation of river gorges through swimming, jumping, abseiling in fast-flowing water

  • Cliff Jumping — leaping from elevated natural rock formations into water bodies

  • Kayaking — paddling in open or whitewater environments with risk of capsizing and collision

  • White-water Rafting — traversal of river rapids with risk of capsizing and ejection

  • Wilderness Camping — exposure to wildlife, extreme temperatures, and limited medical access

  • Rappelling / Abseiling — descent of vertical rock faces using ropes

  • Any other activity described in your itinerary as an adventure, outdoor, or physical activity


Voluntary Assumption of Risk:

By confirming your booking, you expressly declare and acknowledge that:

  • You have been fully informed of the nature and inherent risks of all booked activities

  • You participate entirely voluntarily, having independently assessed and accepted all associated risks

  • Adventure activities carry inherent risks — including serious physical injury, permanent disability, and death — that cannot be wholly eliminated through reasonable precaution

  • You have independently assessed and confirmed that you are physically fit, medically capable, and psychologically prepared for the activity


Guest's Sole Responsibility:

Each guest accepts sole and exclusive personal responsibility for:

  • Their own safety and the safety of any minor in their care during all activities

  • Strict compliance with all safety rules, operational procedures, and instructions from guides and operators — before, during, and after every activity

  • Correct and proper use of all safety equipment and personal protective gear provided

  • Immediately informing the guide of any deterioration in physical condition, injury, or safety concern

  • Refraining from participation while under the influence of alcohol, narcotics, or any substance impairing judgement or coordination

  • Adherence to all statutory regulations, permit conditions, and environmental guidelines


Mandatory Health Declaration:

Guests with any pre-existing cardiovascular, respiratory, musculoskeletal, epileptic, or psychiatric condition — or any condition aggravated by physical exertion, altitude, or stress — must obtain written medical clearance from a registered medical practitioner (MBBS or above) before participating in any adventure activity.

  • Pregnant guests are strictly prohibited from all adventure activities offered by Heyadri.

  • Heyadri reserves the right to exclude any guest from an activity where, in the guide's or trip leader's reasonable judgment, participation poses a safety risk — with no refund payable.


Indemnification for Adventure Activity Claims:

The guest agrees to fully indemnify and hold harmless Heyadri and all its personnel against any and all claims, actions, damages, liabilities, costs, and legal expenses brought by the guest, any accompanying minor, or any third party arising from the guest's participation in any adventure activity booked through Heyadri.

Contact & Grievance Redressal

For queries, complaints, legal notices, or grievances, please contact us through the appropriate channel. All formal legal notices must be sent by registered post or courier (with Acknowledgement Due) to our registered address, with a copy by email.


General Inquiries, Bookings, Customer Support

Phone

+916901150990

Registered Address

Ulubari, G.S. Road, Guwahati-7,Kamrup (M), Assam — 781007, India

Business Hours

Monday–Saturday, 9:00 AM – 6:00 PM IST

GSTIN / Reg. No.

18AASFH4466P1ZD

How to Raise a Grievance:

If you have a complaint about our services:

  • Submit your grievance in writing to explore@heyadri.com within 30 calendar days of the incident

  • We will acknowledge your complaint within 3 working days

  • We aim to resolve all complaints within 14 working days of acknowledgement

  • If unresolved, you may escalate to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019

  • Disputes not resolved within 30 days may be referred to arbitration in Guwahati, Assam, under the Arbitration and Conciliation Act, 1996

Amendments to These Policies: Heyadri reserves the right to amend any of these policies at any time. Changes take effect upon publication on the website. Continued use of the website or maintenance of an active booking after publication constitutes acceptance of the revised terms.

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