Terms

Effective Date: 28 July 2026

These Terms of Use, Booking, Cancellation and Refund Policy (“Terms”) govern access to aarohescapes.com, communications with Aaroh Escapes and the purchase or participation in any travel experience offered under the AAROH brand.

Please read these Terms before making a payment. By checking the acceptance box, signing a booking form, authorising a booking through email or WhatsApp, or making any booking payment after receiving these Terms, the booking customer agrees to be bound by them.

1. About AAROH

Aaroh Escapes LLP (“AAROH”, “we”, “us” or “our”) is a limited liability partnership registered under LLPIN: ADA-7338, having its registered office at 246 Gunj Bazar, Madhupura, Ahmedabad – 380001, Gujarat, India.

AAROH designs, curates, sells, coordinates and manages fixed-departure and customized travel experiences. Certain trip components may be supplied or performed by independent accommodation providers, transport operators, airlines, rail operators, guides, photographers, safari operators, activity providers, retreat facilitators and other third-party service providers.

2. Contracting Customer and Travellers

The person who makes or authorises the booking is the “Booking Customer”. Each person participating in the trip is a “Traveller”.

The Booking Customer confirms that:

  • they are at least 18 years old and legally competent to enter into a contract;
  • they are authorised to make the booking and provide information on behalf of all Travellers included in it;
  • they have provided each Traveller with these Terms and the Privacy Policy;
  • all information supplied is complete and accurate; and
  • they are responsible for communicating payment, itinerary, cancellation and conduct requirements to the other Travellers.

A Traveller aged 16 or 17 must be booked by, and participate under the written authority of, a parent or lawful guardian.

3. Website Use

The website and its contents are provided for lawful personal use. A user must not:

  • interfere with the website’s security or operation;
  • upload malicious code;
  • impersonate another person;
  • scrape or commercially reproduce the website or itinerary content without permission;
  • make a fraudulent booking;
  • use false identity or payment information; or
  • use AAROH content to operate or promote a competing commercial trip.

We may restrict access where misuse, fraud, security risk or violation of these Terms is reasonably suspected.

4. Quotations and Trip Information

Unless otherwise stated, a quotation is valid for 3 calendar days and remains subject to availability.

A quotation or trip proposal should identify, as applicable:

  • trip dates and destination;
  • accommodation category and occupancy basis;
  • transport type;
  • included meals;
  • included activities, guides and permits;
  • exclusions;
  • payment schedule;
  • cancellation terms;
  • minimum group size;
  • important physical, age, medical or safety requirements; and
  • any trip-specific supplier conditions.

Photographs and descriptions are illustrative. Natural environments, mountain conditions, wildlife movement, weather, road access, local infrastructure and supplier availability may affect the precise experience.

Wildlife or animal sightings are never guaranteed.

5. Booking Confirmation

A payment by itself is a booking request unless AAROH has issued a written booking confirmation, receipt or voucher.

A booking is confirmed when it fulfils all of the below conditions:

  • the required advance or full payment has been received in cleared funds;
  • the required traveller information and documents have been supplied;
  • AAROH has accepted the booking; and
  • AAROH has issued written confirmation.

AAROH may cancel a booking on reasonable grounds, including unavailability, safety, age restrictions, incomplete information, suspected fraud, non-compliance with payment requirements, medical or accessibility limitations that cannot reasonably be accommodated, or prior serious misconduct.

Where AAROH cancels a booking before confirmation, the amount received will be returned without a cancellation charge, subject only to reversal or banking errors outside AAROH’s control.

Each confirmed booking will be assigned a unique booking reference.

6. Payment Terms

Unless a trip proposal states otherwise:

6.1 Fixed departures

A minimum advance of 30% of the trip price is payable at booking.

6.2 Customized or private trips

A minimum advance of 40% of the trip price is payable at booking.

6.3 Balance payment

The full balance is due no later than 45 calendar days before departure.

Where a booking is made within 45 days of departure, full payment is due at booking unless AAROH confirms an alternative written payment schedule.

6.4 Payment source

Payments must be made into AAROH’s designated LLP bank account through an approved payment gateway. AAROH is not responsible for payments made to an unauthorised personal account or person.

The payer must retain the transaction record and quote the booking reference.

7. Prices, Taxes and Additional Charges

The inclusions and exclusions stated in the trip proposal form part of the booking.

Unless expressly included, the following are excluded:

  • personal expenses;
  • tips and porterage;
  • room-service and minibar charges;
  • early check-in or late checkout;
  • optional activities;
  • upgrades;
  • personal insurance;
  • medical and evacuation expenses;
  • excess baggage;
  • damage or cleaning charges;
  • meals or transport not listed as included; and
  • expenses arising from a Traveller’s delay, conduct or personal decision.

GST and other applicable taxes will be charged and disclosed only as required by law.

After confirmation, AAROH may pass through a newly imposed or increased government tax, permit charge, statutory levy or exceptional supplier surcharge that was not reasonably foreseeable when the booking was confirmed. Evidence or a reasonable explanation will be provided.

Where such an increase exceeds 10% of the original trip price and materially changes the booking, the Traveller may accept the increase, select an available alternative, or cancel subject to recovery of amounts already irreversibly committed to third-party providers.

8. Traveller Information and Documents

Travellers must provide correct names, ages, contact details, government identification and other information by the requested deadline.

The Traveller is responsible for:

  • ensuring that names match identification and tickets;
  • carrying original valid identification;
  • complying with hotel, airline, rail, transport, permit and government requirements;
  • checking departure times and meeting points; and
  • immediately notifying AAROH of an error.

All correction, reissue, supplier, fare-difference and administrative costs arising from incorrect or late information supplied by a Traveller will be borne by the Traveller.

9. Accommodation and Rooming

Unless otherwise stated:

  • accommodation is on a twin-sharing basis;
  • triple sharing is available on request, at AAROH’s discretion, for a family or a group of three travelling together; unrelated Travellers are not placed three to a room;
  • unrelated Travellers may be matched for same-gender twin sharing;
  • a Traveller who prefers not to share may request sole occupancy of a room, charged at the full room rate;
  • single occupancy, upgrades, extra beds and special room requests attract additional charges;
  • hotel names may be confirmed closer to departure;
  • an equivalent or similar-category property may be substituted where reasonably required;
  • room layout, view, size and amenities may differ between properties;
  • early check-in and late checkout are subject to availability and additional charges; and
  • government-issued identification may be required at check-in.

A request for a particular room, bed, floor, view or adjacent room is not guaranteed unless expressly confirmed in writing.

A property may apply its lawful check-in, occupancy and security rules. Any property-specific requirement materially affecting the booking should be disclosed when known.

10. Transport, Flights and Rail Tickets

Transport may be shared or private as stated in the trip proposal.

Vehicle type may change due to group size, terrain, road conditions, breakdown, availability or safety requirements, provided a reasonably suitable alternative is arranged.

Seat preferences are requests only and are not guaranteed.

Where AAROH books airline, railway or other carrier tickets:

  • the carrier’s fare, baggage, cancellation, rescheduling and no-show rules also apply;
  • fare differences and carrier charges are borne by the Traveller unless the change was caused solely by AAROH;
  • AAROH does not control carrier delays, cancellations, schedules, baggage handling or operational decisions; and
  • the Traveller remains responsible for timely check-in and compliance with carrier rules.

11. Third-Party Service Providers

AAROH curates and coordinates the overall travel experience. Accommodation, transport, local guiding, meals, permits, activities and other components may be delivered by independent third-party providers.

AAROH may replace a provider with a reasonably equivalent provider where necessary.

Prior customer approval is not required for a non-material equivalent substitution. AAROH will communicate material substitutions where reasonably practicable.

Nothing in this clause excludes AAROH’s responsibility for its own representations, booking administration, payment handling and coordination.

12. Customer Cancellation

A cancellation must be sent to us by email and by WhatsApp:

Sending to only one of the two is sufficient to be effective, but sending to both is strongly preferred so that the time of receipt is not in dispute.

A cancellation becomes effective on the documented date and time it is received by AAROH, not the date on which it is subsequently acknowledged.

Cancellation charges are calculated on the total booking price, excluding any amount expressly identified as refundable tax or refundable security deposit.

12.1 Fixed-departure cancellation charges

Time before scheduled departure Cancellation charge
60 or more calendar days 10%
45–59 calendar days 25%
30–44 calendar days 50%
15–29 calendar days 75%
0–14 calendar days 100%
No-show 100%

12.2 Customized/private-trip cancellation charges

Time before scheduled departure Cancellation charge
60 or more calendar days 20%
45–59 calendar days 35%
30–44 calendar days 60%
15–29 calendar days 80%
0–14 calendar days 100%
No-show 100%

The standard charge includes AAROH’s reasonable booking and administrative cost. A separate administrative deduction will not ordinarily be added on top of the above percentage.

Where a quotation clearly disclosed a stricter non-refundable supplier condition for a flight, rail ticket, permit, exclusive property, private charter, special event or other specific component, that disclosed supplier condition may apply to that component instead of the standard percentage.

AAROH will not make duplicate deductions for the same loss or retain more than the total amount paid.

13. No-Show, Late Arrival and Early Departure

No refund is payable for a no-show.

A Traveller who arrives late is responsible for the cost of catching up with the group, replacement transport, accommodation or missed services.

Where a Traveller voluntarily leaves a trip after it begins, no refund is ordinarily payable for unused accommodation, transport, meals, activities or other services.

This does not affect any remedy available where the Traveller leaves because of a material service failure attributable to AAROH.

14. Rescheduling

A confirmed booking may be rescheduled once if:

  • the request is received at least 30 days before departure;
  • the requested alternative is available;
  • the relevant suppliers permit the change; and
  • all applicable charges are paid.

The Traveller must pay:

  • a rescheduling charge equal to 5% of the trip price;
  • any fare or price difference; and
  • actual non-recoverable supplier change charges.

A request within 30 days of departure is treated as a cancellation and new booking unless AAROH and all relevant suppliers expressly agree otherwise.

A journey built around a fixed calendar occasion may not be capable of rescheduling at all. Where that is the case, it will be stated on the journey page.

15. Transfer of Booking

A booking may be transferred to another eligible Traveller only where:

  • the request is received at least 21 days before departure;
  • the substitute Traveller meets all trip requirements;
  • airlines, rail operators, hotels, permit authorities and other providers allow the substitution;
  • all revised information and documents are provided; and
  • actual name-change, fare-difference and administrative charges are paid.

Flight, rail, permit and promotional bookings may be non-transferable.

16. Travel Credit

Where offered, travel credit is optional and will not replace a cash refund without the customer’s agreement.

Unless the credit confirmation states otherwise:

  • it is valid for 12 months from issue;
  • travel must be booked within the validity period;
  • it may be used only by the original Booking Customer or Traveller;
  • it is not redeemable for cash;
  • supplier and fare differences remain payable; and
  • extension or transfer requires AAROH’s written approval.

17. Promotional and Discounted Bookings

A promotional booking is refundable or non-refundable only as expressly disclosed before payment.

A label such as “special offer” or “discounted” will not by itself make a booking non-refundable. Any special cancellation condition must be clearly stated in the applicable offer or quotation.

18. Cancellation by AAROH

AAROH may cancel a trip because of:

  • minimum group size not being achieved;
  • safety concerns;
  • weather or road conditions;
  • natural disaster;
  • government restriction;
  • civil disturbance;
  • closure of an essential destination;
  • serious illness or unavailability of an essential trip leader where no replacement is reasonably available;
  • material vendor failure; or
  • another event that makes responsible operation impracticable.

18.1 Minimum group size

Where AAROH cancels before departure solely because the stated minimum group size was not achieved, the customer may choose:

  • a full refund including payment-gateway charges collected by AAROH;
  • an available alternative departure;
  • an agreed travel credit; or
  • a private/customized trip at a separately agreed revised price.

18.2 Other cancellation by AAROH

Where AAROH cancels before departure for a reason within its reasonable control, the customer will receive a refund of amounts paid for the cancelled services.

AAROH will not be responsible for indirect loss such as independently booked clothing, equipment, leave, connecting transport or accommodation not booked through AAROH, unless required by applicable law.

19. Itinerary Changes

Travel itineraries are subject to reasonable changes for safety, weather, road conditions, local restrictions, supplier availability, group welfare or operational requirements.

AAROH may make a non-material change without offering cancellation, including:

  • changing to an equivalent hotel or vehicle;
  • changing the order of visits;
  • changing a guide or trip leader;
  • adjusting meal or activity timings; or
  • replacing an included component with a reasonably comparable alternative.

A “Material Change” before departure includes a substantial change to the principal destination, confirmed dates, overall duration, accommodation standard or the primary advertised experience.

Where AAROH makes a Material Change before departure, the customer may be offered:

  • the revised trip;
  • a reasonably equivalent alternative;
  • an agreed travel credit; or
  • an appropriate refund after deducting only services that the customer elects to retain or that were separately and irreversibly issued with prior disclosure.

20. Weather and Changes After Departure

Weather, snow, rain, landslides, road closures, forest restrictions, wildlife movement and local conditions are outside AAROH’s control.

After departure, AAROH may alter the itinerary where reasonably necessary for safety or continued operation.

No refund is ordinarily payable merely because an itinerary is adjusted after departure due to weather, safety, road conditions or government restrictions, provided AAROH uses reasonable efforts to supply suitable alternatives where practicable.

Any identifiable amount that AAROH actually recovers for a service not supplied and does not use to provide an alternative will be included in the final reconciliation.

21. Force Majeure

A force-majeure event means an event outside AAROH’s reasonable control, including natural disaster, extreme weather, epidemic, government restriction, war, civil disturbance, strike, transport shutdown, road or airport closure, fire, flood, supplier insolvency or comparable event.

Where a booking is affected:

  • AAROH may offer rescheduling, an alternative itinerary or travel credit;
  • any cash refund may depend on amounts actually recoverable from suppliers;
  • AAROH will not retain an amount recovered for the customer;
  • recovered amounts will be remitted within 7 business days after receipt and reconciliation; and
  • AAROH will provide a written status or reconciliation update where recovery remains pending.

Nothing permits AAROH to retain recoverable customer money merely because a third-party provider was involved.

22. Refund and Reconciliation Process

22.1 Refund destination

Refunds will ordinarily be made only to the original payment method and original payer.

Where payment was made by a person other than the Traveller, the refund will be made to the payer unless:

  • the payer gives written authorisation;
  • identity and bank details are satisfactorily verified; and
  • the alternative is permitted by the bank or payment provider.

Cash refunds are not ordinarily provided.

22.2 Refund statement

A refund communication should identify:

  • total amount received;
  • applicable cancellation or supplier deduction;
  • payment-gateway deduction, if any;
  • tax adjustment, where applicable;
  • travel credit applied, if any; and
  • net refund amount.

Customer-facing documents may summarise commercially sensitive supplier information, but AAROH will maintain reasonable internal support for material deductions.

22.3 Timeline

An approved ordinary refund will be initiated within 7 business days.

The bank, card issuer, UPI provider or payment processor may require additional processing time after initiation.

22.4 Failed refunds

A failed refund will be investigated and reprocessed or escalated within 3 business days after AAROH becomes aware of the failure.

22.5 Duplicate or excess payment

A verified duplicate or excess payment will be returned to the original payer within 7 business days, subject to banking verification.

22.6 Approval

Refund calculations may be prepared by AAROH’s operations or accounts team. Final discretionary or exceptional refunds must be approved by AAROH’s authorised Designated Partner, presently Rishabh Garg, or another person formally authorised by the partners.

23. Chargebacks and Payment Disputes

A customer should first contact AAROH regarding an unrecognised, duplicate or disputed payment.

Where a chargeback is raised while a booking remains active, AAROH may temporarily suspend confirmation or further supplier payments until the matter is clarified.

AAROH will not impose a punitive chargeback penalty. It may recover actual bank or payment-provider costs resulting from a knowingly false or fraudulent chargeback, subject to applicable law.

24. Health, Fitness and Accessibility

A Traveller must disclose any medical condition, allergy, pregnancy, disability, mobility limitation, ongoing medication or other circumstance that may materially affect:

  • safe participation;
  • emergency treatment;
  • dietary arrangements;
  • rooming or transport;
  • the welfare of the Traveller or group; or
  • AAROH’s ability to deliver the trip.

Disclosure does not automatically result in refusal. AAROH will consider reasonable operational accommodations but cannot guarantee that every destination, vehicle, property or activity is accessible.

A medical fitness certificate may be required for selected trips.

A Traveller must carry necessary prescribed medication and should consult an appropriate medical professional before travel.

25. Insurance and Medical Expenses

Travel insurance is strongly recommended for all Travellers and may be made mandatory for selected trips.

Insurance should, as relevant, cover cancellation, medical treatment, emergency evacuation, personal accident, baggage and activity risks.

Unless caused by AAROH’s legally established negligence or otherwise required by law, hospital, treatment, medication, ambulance, evacuation, repatriation and related expenses are borne by the Traveller.

In an emergency, AAROH may contact medical providers, emergency services, an insurer, the Traveller’s emergency contact or a parent/guardian.

26. Traveller Conduct

Travellers must:

  • follow lawful safety and operational instructions;
  • behave respectfully toward other Travellers, staff, local communities and providers;
  • avoid harassment, bullying, violence or discrimination;
  • comply with property, wildlife and environmental rules;
  • refrain from carrying illegal drugs or prohibited weapons; and
  • avoid conduct that endangers any person or disrupts the trip.

Unless a trip proposal expressly states otherwise, AAROH-organised trips are designated alcohol-free during scheduled trip activities and group transport.

AAROH may remove a Traveller whose serious or repeated misconduct creates a safety, legal or welfare risk. A Traveller removed because of their own misconduct is responsible for onward travel and associated expenses and is not entitled to a refund for unused services.

This clause does not permit arbitrary removal or discrimination.

27. Damage to Property

A Traveller is responsible for loss or damage caused by their intentional act, negligence or violation of provider rules.

AAROH or the relevant provider may recover the reasonable documented cost of repair, replacement, special cleaning, penalties or loss of use.

A property may require the Traveller to provide a security deposit directly where this was disclosed or is a reasonable property rule. AAROH will not represent an undisclosed deposit as part of its own trip price.

28. Baggage and Personal Belongings

Travellers are responsible for passports, identification, money, electronics, jewellery, baggage and other personal belongings.

AAROH is not liable for loss, theft or damage to unattended belongings unless directly caused by AAROH’s established negligence.

Carrier, hotel and insurance claim procedures must be followed where applicable.

29. Adventure and Higher-Risk Activities

Where a trip includes trekking, rafting, skiing, paragliding, safari or another activity carrying material additional risk, AAROH may require:

  • a trip-specific risk disclosure;
  • medical declaration or fitness certificate;
  • separate participant acknowledgement;
  • insurance;
  • minimum or maximum age requirements;
  • safety equipment; and
  • compliance with the activity operator’s instructions.

Participation may be refused or stopped where the operator reasonably considers it unsafe.

No clause excludes liability for negligence or another liability that cannot lawfully be excluded.

30. Photography and Media

AAROH may arrange photography or filming during a trip.

AAROH may use photographs and video in which a Traveller is identifiable for promotional purposes. A Traveller who refuses promotional media consent will not have their booking affected by that refusal.

A Traveller must not commercially exploit another Traveller’s image or personal story without permission.

Where a Traveller supplies a photograph, review or video to AAROH for publication, the Traveller confirms that they own or control the content and have the necessary permissions for identifiable persons appearing in it.

31. Intellectual Property

AAROH owns or is licensed to use the website, brand material, original itineraries, written content, graphics, photographs, videos and other materials.

A Traveller may retain and use a copy of the itinerary for personal travel purposes.

No person may reproduce, resell, publish, white-label or commercially exploit an AAROH itinerary, design, database or content without written permission.

32. Reviews and Endorsements

AAROH may publish genuine customer feedback. Reviews may be shortened or corrected for grammar or length but must not be edited to materially alter their meaning.

An influencer, photographer or content creator receiving a free or discounted trip, stay, payment, barter benefit or other material benefit must make clear and prominent advertising or collaboration disclosures in accordance with applicable requirements.

No person may make a claim about AAROH that is false, deceptive or inconsistent with their genuine experience. Where such a claim is made, AAROH may initiate legal action.

33. Liability

AAROH will exercise reasonable care in selecting and coordinating service providers and in administering the booking.

To the extent permitted by law, AAROH is not responsible for loss caused solely by:

  • a Traveller’s act, omission or inaccurate information;
  • an independent event outside AAROH’s reasonable control;
  • a carrier or government decision that AAROH could not reasonably prevent;
  • inherent risks of weather, terrain, wildlife or travel; or
  • a third party not connected with the booked service.

Nothing in these Terms excludes or restricts liability for:

  • fraud or wilful misconduct;
  • failure to refund money recovered and due to the customer; or
  • consumer or other statutory rights that cannot lawfully be waived.

AAROH is not liable for indirect, remote or speculative loss except where applicable law provides otherwise.

34. Traveller Responsibility and Indemnity

A Traveller is responsible for loss reasonably arising from:

  • deliberately false information;
  • unlawful conduct;
  • serious breach of safety instructions;
  • intentional or negligent property damage;
  • infringement of another person’s rights; or
  • unauthorised commercial use of AAROH content.

35. Complaints

A complaint may be sent by WhatsApp or email.

Grievance Officer: Bhumiraj Podiya
Email: grievances@aarohescapes.com
WhatsApp/Telephone: +91 97270 27061
Registered office: 246 Gunj Bazar, Madhupura, Ahmedabad – 380001, Gujarat, India

AAROH aims to:

  • acknowledge a complaint within 48 hours;
  • provide an initial response or request for information promptly;
  • resolve ordinary complaints within 7 business days where practicable; and
  • complete redress no later than the period required under applicable law.

The complainant should provide the booking reference, relevant dates, description of the issue and supporting documents.

36. Mediation, Arbitration and Consumer Rights

The parties should first attempt to resolve a dispute through AAROH’s grievance process and good-faith discussion.

Where appropriate, the parties may voluntarily attempt mediation.

Subject to the customer’s non-waivable rights under consumer-protection and other applicable laws, a commercial dispute not resolved through discussion or mediation may be referred to arbitration under the Arbitration and Conciliation Act, 1996.

The arbitration will:

  • be conducted by a sole arbitrator mutually appointed by the parties;
  • have its seat and venue in Ahmedabad, Gujarat;
  • be conducted in English; and
  • permit virtual hearings where appropriate.

Nothing in this clause prevents a consumer from approaching a competent Consumer Commission or another statutory authority where such right is available.

37. Governing Law and Jurisdiction

These Terms are governed by the laws of India.

Subject to applicable consumer-law jurisdiction and the arbitration clause above, courts at Ahmedabad, Gujarat will have jurisdiction over disputes connected with these Terms.

38. Changes to These Terms

AAROH may update these Terms for future bookings. The version accepted at the time of booking will ordinarily govern that booking, except where a change is required by law or is expressly agreed with the customer.

39. Contact Information

Aaroh Escapes LLP
A limited liability partnership registered in India
Registered office: 246 Gunj Bazar, Madhupura, Ahmedabad – 380001, Gujarat, India

Website: aarohescapes.com
Customer Support: enquiry@aarohescapes.com
Cancellation Requests: enquiry@aarohescapes.com
Grievances: grievances@aarohescapes.com
Privacy Requests: grievances@aarohescapes.com
Telephone/WhatsApp: +91 97270 27061