Terms & Conditions

About these terms

These booking terms apply to journeys and expeditions arranged by Crossroads Adventure (Pvt) Ltd. (the Company). Read them with your written quotation, confirmed itinerary, invoice and any supplier conditions supplied before booking. A specific variation agreed by the Company in writing takes priority over the corresponding general term. These terms do not retrospectively change an existing confirmed booking or remove rights that cannot lawfully be excluded.

Booking confirmation & traveller details

A request, quotation or provisional itinerary does not by itself confirm availability. A booking is confirmed when the Company issues written confirmation and receives the required initial deposit or full payment, as applicable. The lead traveller must have authority to book for the group, share these conditions with all participants and provide accurate names, passport details and contact information. Tell us promptly about any corrections, accessibility needs, medical conditions or dietary requirements relevant to the arrangements. Special requests are confirmed only when expressly accepted in writing.

Deposits, balances & late bookings

An initial deposit of 20% of the quoted journey price is required to confirm a booking, with the balance due at least 45 days before the journey begins, unless a different schedule is agreed in writing. For bookings made within 45 days of departure, full payment is due at confirmation. Some flights, permits or supplier reservations may require earlier payment or a different deposit; these requirements will be disclosed before commitment. If payment is overdue, the Company may withhold unconfirmed services or cancel the booking after written notice and a reasonable opportunity to pay. Applicable cancellation charges and committed supplier costs may then apply.

Prices, currency & payment charges

Payment may be made by bank transfer or by booking through the Company’s TourRadar payment gateway. The relevant bank, intermediary bank, gateway, platform, processing and currency conversion charges apply and will be disclosed before payment, in accordance with the payment provider’s conditions and applicable law. The quotation and invoice specify the booking currency and included services. All quoted amounts are net amounts that Crossroads Adventure must receive in its account after applicable deductions and transfer charges. For example, if the quoted journey price is USD 2,500, Crossroads Adventure must receive exactly USD 2,500 in its account; payment-related charges are additional to that quoted amount. The required total payment, including any applicable charges, will be confirmed before transfer or gateway checkout. Any shortfall caused by these charges remains payable by the traveller. The same net-receipt principle applies to deposits and balance payments. A price is confirmed when the required deposit is received. After confirmation, a change in scope requested by the traveller, or a new government tax or compulsory fee affecting the booking, may require an adjustment explained in writing. Other increases require the traveller’s written agreement. If an adjustment cannot be agreed, the Company will explain the available alternatives and cancellation or refund options before further commitments are made.

What is included & excluded

Only services expressly listed in the confirmed itinerary or quotation are included. Accommodation, transport, guides, transfers, domestic flights, entrance fees, permits and meals depend on that written agreement. Meals are excluded from standard private journeys unless expressly stated. On trekking expeditions, meals are included on trekking days only unless otherwise confirmed. International flights, visas, insurance, personal expenses, tips and optional activities are excluded unless expressly included. Requests made during travel may involve additional costs, which will be explained before arrangements are made wherever practicable.

Cancellation by the traveller

Send cancellation instructions in writing to [email protected], identifying the booking and affected travellers. The effective date is the date the Company receives the notice, using Pakistan time; we will acknowledge receipt. If no acknowledgement arrives, contact us to confirm delivery. The following schedule is based on the total confirmed journey price and the number of calendar days before the start date, subject to applicable law and any different conditions disclosed and accepted before booking.

Non-refundable flights, hotel commitments, permits and other supplier costs disclosed before booking may also be deducted where not already covered by the cancellation charge. The Company will explain deductions, avoid charging twice for the same loss and credit recoveries received from suppliers. Total deductions will not exceed the confirmed booking price, except for separately authorised additional services. Charges remain subject to any applicable legal requirement that compensation be reasonable. A deposit is part-payment and is not automatically refundable in full. The initial deposit does not limit cancellation liability; applicable cancellation charges may exceed the amount already paid, and any lawful outstanding amount remains payable.

Refunds, unused services & early departure

Any refund is calculated from payments actually received, less applicable cancellation charges and legitimate non-recoverable costs. The Company will provide a breakdown and aims to process an agreed refund within 30 business days after the amount is determined and relevant supplier recoveries are received. Bank processing or supplier delays may take longer; we will explain delays and provide updates. Refunds normally use the original payment method and booking currency. Exchange-rate movements and third-party bank charges may affect the amount received. No-show, voluntary early departure or services declined during travel do not automatically qualify for a refund; any recoverable unused amounts will be assessed. Statutory refund rights remain unaffected.

Booking amendments & group changes

Changes to names, dates, route, accommodation or participant numbers are subject to availability and written confirmation. The traveller is responsible for additional supplier costs or price differences caused by an accepted change; these will be explained before the change is committed. A reduction in group size may change the per-person price. Transferring a booking to another person requires approval and compliance with airline, visa and permit rules. An amendment may be treated as cancellation and rebooking where suppliers require it, with the consequences explained in advance.

Cancellation or changes by the Company

The Company may change arrangements for safety, access restrictions, supplier failure or circumstances beyond its reasonable control. Where practicable, we will inform travellers promptly and offer suitable alternatives. Equivalent accommodation or transport will be sought when a substitution is needed, but identical facilities cannot always be guaranteed in remote areas. If the Company cancels a journey for its own operational reasons before departure, including failure to meet a minimum group size disclosed before booking, travellers may choose an available alternative, a credit or a refund of payments for services the Company cancels. Any minimum-group requirement and decision date will be disclosed before confirmation. Events beyond reasonable control are addressed separately below.

Weather, access & events beyond reasonable control

Mountain weather, landslides, flooding, road closures, government restrictions, unrest, natural disasters, epidemics and other events beyond reasonable control may affect a journey. We will prioritise safety, communicate changes and seek practical alternatives. These events do not create an automatic promise of a full refund for services already provided or genuinely non-recoverable supplier commitments. Unused recoverable amounts will be assessed and credited or refunded as required by law. Extra accommodation, transport or other costs caused by disruption will be explained and agreed wherever practicable. The Company is not responsible for losses it could not reasonably prevent, subject to applicable law.

Domestic flights & international connections

Northern Pakistan flights can be delayed, cancelled or rescheduled because of weather, airline operations or airport restrictions. If a booked flight cannot operate, an alternative flight or road transfer may be arranged where feasible and safe. Any additional costs and available refunds will be explained; airline fare rules apply where disclosed. Baggage limits depend on the operating airline, route and fare shown on the issued ticket, rather than a universal allowance. Excess baggage charges are the traveller’s responsibility. Northern itineraries should allow at least an Islamabad overnight before international departure, and additional buffer time may be advisable. No buffer guarantees an onward connection; missed connections and resulting expenses should be addressed through suitable insurance.

Accommodation & local facilities

Prices are based on the room arrangement stated in the quotation; otherwise, twin sharing applies. Single occupancy may require a supplement. Hotel names, room types and upgrades are guaranteed only when expressly confirmed. Premium accommodation is used where available and agreed; facilities in remote villages, camps and mountain lodges may be basic, with limited heating, hot water, electricity, internet or private bathrooms. Photographs illustrate accommodation and destinations and do not guarantee a particular room or view. Any material substitution will be communicated where practicable.

Passports, visas, permits & entry requirements

Travellers are responsible for valid passports, visas, required permissions and compliance with entry and health requirements. Invitation letters or assistance from the Company do not guarantee visa approval, border entry or processing times. The Company cannot override immigration or permit decisions. Refusal or delay affecting participation is handled under the cancellation terms, taking account of recoverable costs and applicable law. Permit-dependent visits and restricted-area access remain subject to approval.

Health, fitness, altitude & activity safety

Choose a journey appropriate to your fitness and experience and disclose relevant medical or mobility limitations before booking. Seek professional medical advice where needed. Trekking, glacier travel, high-altitude visits, motorbike riding and remote journeys involve risks, including altitude illness and limited emergency access. Activities, summits, border crossings, wildlife sightings and particular weather or scenery are never guaranteed. Follow guide instructions, use required equipment and licences, and do not continue an activity against safety advice. The Company may reasonably alter or stop an activity where participation would pose a serious safety risk.

Insurance, rescue & emergency costs

Comprehensive travel insurance is strongly recommended for every journey. Appropriate cover for trekking, altitude, motorbike activities and rescue or evacuation is a condition of participation in those activities, and evidence may be requested before departure. The traveller must check policy exclusions, altitude limits, medical cover and cancellation or interruption cover. The Company does not provide personal travel insurance unless expressly included. Necessary medical care, rescue, evacuation, additional accommodation and repatriation costs are normally the traveller’s or insurer’s responsibility, except where the Company is legally liable. Emergency help depends on weather, terrain, permissions and available resources and cannot be guaranteed.

Children, conduct & personal belongings

A parent or responsible adult must supervise children throughout the journey and ensure required travel permissions are in place. Travellers must respect local laws, communities, cultural practices and environmental rules. Unsafe, unlawful or abusive conduct may lead to exclusion from an activity or termination of participation after reasonable warning where possible; immediate action may be necessary for serious safety risks. Any refund for remaining services will depend on recoverable amounts and applicable law. Travellers are responsible for safeguarding passports, money and belongings and for damage or reasonable third-party costs caused by their own unlawful or negligent conduct. This does not transfer responsibility for the Company’s own negligence to the traveller.

Suppliers, guides & responsibility

The Company may use independent hotels, airlines, transport providers and specialist guides to deliver confirmed services. Supplier-specific conditions disclosed before booking apply to the relevant service. Crossroads remains responsible for its own contractual obligations and any responsibility imposed by law; use of a subcontractor does not automatically remove that responsibility. A particular guide or founder-led departure is guaranteed only when expressly confirmed in writing. To the extent permitted by law, the Company is not liable for indirect or consequential losses outside its contractual responsibilities. Nothing excludes liability for fraud, wilful misconduct, negligence or any other liability where exclusion is prohibited by law.

Complaints & booking communications

Raise concerns promptly with your guide or the Company so we have a reasonable opportunity to investigate and resolve them during the journey. If unresolved, email [email protected] with your booking reference, relevant dates and supporting details as soon as reasonably practicable after returning. We will acknowledge the complaint and explain the next steps. Informal conversations do not amend a confirmed booking unless the change is accepted by the Company in writing. This complaints process does not restrict a traveller’s lawful rights or remedies.

Privacy, photographs & applicable law

Personal information is handled as described in our Privacy Policy and may be shared with relevant suppliers or authorities when necessary to deliver the booked services or meet legal requirements. Permission will be sought before using identifiable traveller photographs in Company marketing; participation does not itself grant marketing consent. These terms are governed by the laws of Pakistan, subject to any mandatory rights that apply to the traveller. Disputes may be brought before courts with lawful jurisdiction; these terms do not remove access to a court or remedy protected by law. Changes to these terms apply to future bookings and do not automatically change existing confirmed arrangements.