Welcome to KIVAAGO™ Tours & Travel (“Kivaago”, “we”, “our”, “us”).
By using our website, booking a trip, or engaging with our services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.

1. Company Details

Legal Entity: Servision Digital Solutions LLP (operating the Brand - KIVAAGO™ Tours & Travel)
Registered Office: Mumbai, India
Email: contact@kivaago.com
Website: www.kivaago.com
Instagram: @kivaago

2. Formation of Contract

• A contract is formed between you and Kivaago only after receipt of the non-refundable advance payment.
• The person making the booking (“Lead Traveller”) accepts these terms on behalf of all travellers included in the booking and is responsible for making all payments, providing accurate information, and communicating on behalf of the group.
• All bookings are subject to availability at the time of confirmation.

3. Booking & Payment Policy

• A non-refundable deposit is required to secure your booking. The amount may vary depending on the destination and package type.
• The balance payment must be made as per the deadline mentioned in your itinerary/invoice.
• Failure to pay within the due date may result in cancellation of your booking, and cancellation charges will apply as per policy.
• All payments must be made in Indian Rupees (INR) unless otherwise specified. Bank charges, forex conversion fees, or international transfer costs are borne by the client.

4. Inclusions & Exclusions

• Only those services specifically mentioned under “Inclusions” in your confirmed itinerary or invoice are part of the package.
• Services not mentioned are considered “Exclusions” and will incur additional charges.
• Personal expenses, visa fees, tips, porterage, laundry, beverages, and optional activities are not included unless explicitly stated.

5. Pricing, Revisions & Surcharges

• Prices quoted are based on prevailing exchange rates, airfares, and taxes at the time of quotation.
• We reserve the right to adjust the price before final payment in case of significant changes in currency rates, government taxes, fuel surcharges, or supplier cost increases.
• If the price increase exceeds 10% of the total trip cost, you will have the option to cancel with a full refund of the amount paid (excluding non-recoverable expenses).

6. Cancellations & Refunds

A. Cancellation by Traveller

• All cancellations must be communicated in writing via email to contact@kivaago.com
• No refund will be provided for no-shows, unused services, or partial trip participation.
• The cancellation policy shall be applicable, as per the package document shared for each Tour.

B. Cancellation or Changes by Kivaago

• Kivaago reserves the right to cancel or modify a trip for reasons including operational concerns, safety, low participation, or Force Majeure events.
• In such cases, you may be offered an alternative date, similar trip, or refund (after deducting non-recoverable costs).

C. Refund Timelines
Approved refunds (if applicable) will be processed within 15 working days of receipt of the cancellation notice.

7. Modifications / Amendments

• Any modification (change of name, date, room type, etc.) after confirmation will be subject to availability and applicable amendment fees.
• Airline tickets once issued are non-transferable and subject to airline cancellation policies.

8. Force Majeure / Events Beyond Control
Kivaago will not be liable for any loss, damage, or delay resulting from circumstances beyond our control, including but not limited to:

• Natural disasters, pandemics, or epidemics
• War, terrorism, civil unrest, government restrictions
• Airline or transport strikes, weather disruptions, or technical failures

In such cases, Kivaago will make reasonable efforts to reschedule or offer alternate arrangements.

9. Travel Documents, Passport & Visa

• Travellers are responsible for ensuring valid passports (minimum 6 months validity for certain international destinations) and visas for the destination country.
• Kivaago may provide visa assistance but is not responsible for visa rejection, delay, or denial of entry by immigration authorities.
• All related costs are non-refundable in such cases.

10. Health, Medical Fitness & Insurance

• You must ensure you are physically fit to travel and participate in all itinerary activities.
• Any medical conditions, dietary restrictions, or mobility concerns must be disclosed at the time of booking.
• Kivaago strongly recommends obtaining comprehensive travel insurance covering medical emergencies, cancellations, lost baggage, and accidents.

11. Behaviour & Conduct

• Travellers are expected to behave respectfully and follow local laws and customs.
• Kivaago reserves the right to remove any traveller causing nuisance, damage, or harassment to others without refund or compensation.
• Any damages caused to hotel property, transport, or equipment must be reimbursed by the traveller.

12. Third-Party Services

• Kivaago acts as a facilitator for travel-related services (flights, hotels, transfers, DMCs, etc.) and does not own or control these entities.
• Each service provider’s own terms and conditions apply, and Kivaago shall not be held liable for their acts, omissions, or negligence.

13. Website & Online Bookings

• While we strive for accuracy, typographical errors or omissions may occur.
• Prices and availability shown online are indicative and subject to confirmation.
• Kivaago is not responsible for temporary website outages, technical errors, or data inaccuracies.

14. Unused Services & No-Shows
No refund or compensation shall be given for unused services (e.g., missed transfers, meals, excursions) or no-show situations, whether voluntary or involuntary.

15. Promotions, Discounts & Offers

• Promotional offers or early bird discounts are subject to separate terms and validity periods.
• Such offers cannot be combined with other discounts unless explicitly mentioned.

16. Complaints & Grievances

• If you face any issue during your trip, please notify your trip host or our local representative immediately so that corrective action can be taken.
• Any post-trip complaints must be emailed to info@kivaago.com within 7 days of return.
• Kivaago will investigate and respond within a reasonable timeframe.

17. Media Consent
By joining our trips, you consent to Kivaago capturing photos and videos during the tour for marketing and promotional use across digital and print platforms.
If you wish to opt out, please notify us in writing before the trip commences.

18. Privacy & Data Protection

• Your personal data will be collected, stored, and processed in accordance with our Privacy Policy.
• By booking with us, you consent to the use of your data for travel arrangements, marketing communications, and operational purposes.

19. Intellectual Property
All website content, itineraries, visuals, and brand assets (including KIVAAGO™) are protected by copyright and trademark laws.
Reproduction or redistribution of any content without written permission is strictly prohibited.

20. Limitation of Liability

• Kivaago’s liability is limited to the total amount received for the booking.
•  We are not liable for injury, loss, damage, or expense caused by third parties, delay, Force Majeure, or traveller negligence.

21. Governing Law & Jurisdiction
These Terms & Conditions are governed by the laws of India.
Any disputes shall be subject to the exclusive jurisdiction of courts in Mumbai, Maharashtra.

22. Dispute Resolution

• Both parties shall attempt to resolve any dispute amicably within 30 days of occurrence.
• If unresolved, the matter shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996 (Mumbai jurisdiction).

23. Severability & Amendments

• If any clause is found unenforceable, the remaining provisions shall continue in effect.
• These Terms, together with your booking confirmation and itinerary, constitute the entire agreement.
• Kivaago reserves the right to amend these Terms & Conditions at any time, and such updates will be posted on our website.

24. Contact Us
For any questions or clarifications: contact@kivaago.com

A. Cancellation by Traveller

• All cancellations must be communicated in writing via email to contact@kivaago.com
• No refund will be provided for no-shows, unused services, or partial trip participation.
• The cancellation policy shall be applicable, as per the package document shared for each Tour.

B. Cancellation or Changes by Kivaago

• Kivaago reserves the right to cancel or modify a trip for reasons including operational concerns, safety, low participation, or Force Majeure events.
• In such cases, you may be offered an alternative date, similar trip, or refund (after deducting non-recoverable costs).

C. Refund Timelines
Approved refunds (if applicable) will be processed within 15 working days of receipt of the cancellation notice.