Last updated: January 2026. Please read carefully before booking.
These Terms & Conditions ("Terms") govern your booking of any tour, package, hotel, transport, or other travel service from Star Gaze Heavens ("we", "us", "our", "the Company"). By making a booking or paying an advance, you confirm that you have read, understood and agreed to these Terms on behalf of yourself and every member of your travelling group.
1. About us
Star Gaze Heavens is a registered Tour & Travel company based at Taploo Complex, Dulla Bagh, Soura, Srinagar — 190011, Jammu & Kashmir, India. We are reachable at stargazeheavens@gmail.com and +91-84918 59106.
2. Booking & confirmation
- All enquiries via website, phone, email or WhatsApp are treated as expressions of interest until written confirmation is issued by us.
- A booking is considered confirmed only after we receive the agreed advance payment and issue a confirmation voucher/invoice.
- The traveller is responsible for providing accurate names (matching valid government ID), travel dates, and contact details. Incorrect information may lead to denied check-in or boarding, with no liability on us.
- Bookings are subject to availability of hotels, transport, helicopters, gondola tickets, yatra slots etc. We will notify you immediately if any component becomes unavailable and offer alternatives.
3. Payment terms
- Advance: 30% of the total tour cost is required to confirm the booking.
- Balance: Payable at least 7 days before the trip start date. For peak season (May–July, Dec–Jan) bookings, we may require full payment 15 days before travel.
- Last-minute bookings (within 7 days of travel): 100% payment in advance.
- Modes accepted: Bank transfer, UPI, debit/credit card (via Razorpay/Stripe), foreign-currency wire transfer for international clients.
- All prices are quoted in Indian Rupees (INR) unless otherwise stated. GST (5% on travel services) is included in our quoted prices.
- The Company reserves the right to revise package prices due to currency fluctuations, fuel price changes, hotel rate revisions or government taxes — but only before payment is received. Once paid, your price is locked.
4. Cancellation & refund policy
If you need to cancel a confirmed booking, our refund schedule is:
- 30 or more days before travel: 90% refund (we retain 10% for administrative/processing costs)
- 15 to 29 days before travel: 50% refund
- 7 to 14 days before travel: 25% refund
- Less than 7 days before travel: No refund (we have already paid hotels, transport and other vendors)
- No-show on day of travel: No refund
All cancellations must be requested in writing (email or WhatsApp) — verbal cancellations are not valid. Refunds are processed within 7–14 working days to the original payment source.
Non-refundable components
The following are 100% non-refundable regardless of when you cancel:
- Air / train ticket charges (governed by airline/railway policy)
- Visa fees & service charges
- Yatra registration fees, helicopter advance bookings, gondola pre-paid tickets
- Hotel bookings that have already been paid on a non-refundable rate
- Insurance premiums
5. Changes & substitutions by the Company
While we plan every trip meticulously, situations may arise that require changes:
- We may substitute a hotel/houseboat with one of equivalent or higher category if your originally booked property becomes unavailable, with no extra charge to you.
- We may reorder the itinerary days due to weather, road conditions, government restrictions or local events — without changing the destinations covered.
- If a destination is genuinely inaccessible (heavy snow, landslide, road closure), we will offer the best possible alternative within the same region.
6. Changes requested by you
- Any change to a confirmed booking (dates, group size, hotel category, destination) must be requested in writing.
- Changes requested more than 30 days before travel — usually accommodated free of cost, subject to availability.
- Changes within 30 days — subject to additional charges from hotels/transport providers, which will be passed on to you.
- Reducing group size mid-trip does not entitle you to a partial refund.
7. Force majeure
Neither party shall be liable for failure to perform under these Terms due to events beyond reasonable control, including but not limited to:
- Natural disasters (floods, snowstorms, earthquakes, landslides)
- Government action (curfews, closure of monuments/airports, internet shutdowns)
- Pandemics, epidemics, civil unrest, strikes
- Airline / railway / road carrier failures
- War, terrorism, or military operations
In force majeure situations we will issue a credit note for future travel for any amount not already disbursed to our vendors. Cash refunds are not guaranteed in force majeure events as our payments to hotels/transport are typically non-refundable.
8. Traveller responsibilities
By booking with us, you agree to:
- Carry valid government-issued photo ID (Aadhaar/Passport) at all times during your trip
- Provide accurate health, dietary and accessibility information at the time of booking
- Carry your own travel insurance — we strongly recommend coverage for medical emergencies, trip cancellation and personal liability
- Respect local laws, customs and religious sentiments — especially at shrines, monuments and military areas
- Follow safety instructions issued by drivers, guides and local authorities
- Disclose any pre-existing medical conditions, especially for high-altitude trips (Amarnath, Leh-Ladakh)
- Take responsibility for your personal belongings — we are not liable for theft, loss or damage of your luggage, jewellery, electronics or other valuables
9. Health, age & fitness
- For Amarnath Yatra and Leh-Ladakh trips, a Compulsory Health Certificate (CHC) is mandatory. We will guide you on obtaining this from an authorised doctor.
- Travellers with serious heart, lung, blood pressure, or respiratory conditions are strongly advised to consult their doctor before booking high-altitude trips.
- Pregnant women (especially in 2nd / 3rd trimester) should consult their gynaecologist before booking. We may decline bookings for medical safety reasons.
- Children under 5 are accommodated free in most hotels (sharing bed). Children aged 5–11 are charged at 50–75% of adult rate. Above 12, full adult rate applies.
10. Liability & limitation
- Star Gaze Heavens acts as an agent between the traveller and various service providers (hotels, airlines, transport operators, activity vendors). We exercise due diligence in selecting partners, but we are not liable for the acts, omissions or defaults of these providers.
- Any loss, damage, injury, illness or death arising from circumstances beyond our direct control (including but not limited to road accidents, natural events, terrorism, third-party negligence) is not our liability.
- In any event, our total liability for any single booking shall not exceed the total amount paid by the traveller for that booking.
- We strongly recommend comprehensive travel insurance covering medical emergencies, trip cancellation, baggage loss and personal accident.
11. Photography & marketing use
During tours we may take photographs or short videos of group activities for our website, brochures, social media and marketing materials. By participating, you consent to such use. If you do not wish to appear in marketing materials, please inform us in writing at the start of your trip.
12. Complaints & disputes
- If something goes wrong during your trip, please inform our on-ground coordinator immediately, in writing (WhatsApp/email), so we can resolve it on the spot. Complaints raised only after the trip is completed are very difficult to verify or remedy.
- Any formal complaint must be made in writing to stargazeheavens@gmail.com within 30 days of trip completion.
- We will respond within 14 working days with an investigation outcome and proposed resolution.
- Unresolved disputes shall be subject to mediation in good faith before any legal action.
13. Governing law & jurisdiction
These Terms are governed by the laws of India. Any disputes arising out of or in connection with these Terms or any booking made with us shall be subject to the exclusive jurisdiction of the courts at Srinagar, Jammu & Kashmir, India.
14. Intellectual property
All content on our website — including text, images, logos, designs and itineraries — is owned by Star Gaze Heavens or our licensors and is protected under Indian copyright law. You may not reproduce, distribute or modify any part of this content without our written permission.
15. Changes to these Terms
We may revise these Terms from time to time. The most current version will always be available at stargazeheavens.com/terms.html. Changes apply to bookings made after the revision date — bookings already confirmed continue to be governed by the Terms in force at the time of confirmation.
16. Contact us
For any questions about these Terms, your booking, or our services:
We've kept these Terms as clear and fair as we can. If anything is unclear, please ask — we believe a good trip starts with a good understanding between us.
