Terms and conditions

Effective Date: 8 September 2026 Last Updated: 8 September 2026

Welcome to Prime Vistaa Holidays ("Company", "we", "us", "our"). These Terms & Conditions ("Terms") govern all domestic and international tour bookings — whether Individual/FIT or Group — made through primevistaa.com, our office, or any of our representatives.

By making an enquiry, confirming a booking, or making any payment towards a tour, you ("traveller", "customer", "you") agree to be bound by these Terms, along with our Payment Policy, Cancellation Policy, and Privacy Policy, all of which form part of a single agreement between you and the Company.

1. Booking & Confirmation

1. All tour packages, hotels, flights, transport, and other services are subject to availability at the time of booking and confirmation from the respective supplier.
2. A booking is considered confirmed only after (a) receipt of the applicable advance payment as per the Payment Policy, and (b) written confirmation from the Company.
3. The itinerary, hotel category, transport, and inclusions provided will be as stated in your confirmed booking voucher or final itinerary — this document supersedes any earlier quotation or verbal discussion.
4. Package prices are based on rates available at the time of quotation and may change before confirmation due to supplier rate revisions, currency fluctuations, taxes, or other applicable charges. The price is locked only once the booking is confirmed and the required advance is paid.
5. By confirming a booking, you acknowledge that you have read and accepted the applicable package details, payment schedule, cancellation policy, and these Terms.

2. Payment Policy

2.1 Domestic Individual / FIT Tours

2.2 International Individual / FIT Tours

2.3 Domestic Group Tours

2.4 International Group Tours

Note: Payment schedules may be adjusted where a hotel, airline, DMC, or other supplier requires payment earlier than the standard schedule above. In such cases, you will be notified and required to pay by the applicable supplier deadline. Where a supplier deadline conflicts with the standard schedule, the supplier's deadline prevails.

2.5 Taxes, Forex & Surcharges

• GST: Applicable Goods and Services Tax is added to the final invoice and payable by the customer.
• TCS (Tax Collected at Source): Mandatory on international bookings per RBI and Income Tax guidelines. A valid PAN is required. TCS collected will reflect in your Form 26AS and can be claimed against your annual tax return.
• Forex Fluctuations: For international travel, the package cost is subject to the Rate of Exchange (ROE) on the date of final payment. Any increase in exchange rate before final settlement is payable by the customer.

2.6 Flight Tickets

• Flight tickets require 100% payment before ticket issuance.
• Any fare difference arising before ticket issuance is payable by the customer.
• Airline cancellation, amendment, rebooking, or no-show charges apply as per the airline's own terms.
• Once issued, applicable airline fare rules and cancellation conditions govern the ticket.

2.7 Visa Fees

• Visa fees and processing/service charges must be paid 100% in advance before processing begins.
• Visa fees are generally non-refundable once the application is submitted or processing has commenced.
• Visa approval rests solely with the concerned embassy, consulate, or immigration authority. The Company does not guarantee visa approval unless specifically stated in writing.

2.8 Peak Season Bookings

• Peak-season bookings (Christmas, New Year, Durga Puja, Diwali, summer holidays, and other high-demand periods) may require a higher advance, and certain hotels, resorts, cruises, flights, or special services may require 50–100% advance payment, per supplier terms.

2.9 Non-Refundable Services

• Certain services (non-refundable hotels, resorts, cruises, safaris, permits, special events, attractions, etc.) may require 100% advance payment at confirmation. Any such non-refundable component will be communicated to you wherever applicable.

2.10 Last-Minute Bookings

• Domestic bookings within 15 days of departure: 100% payment required before confirmation.
• International bookings within 30 days of departure: 100% payment may be required, depending on flight, visa, and supplier deadlines.
• Bookings within 7 days of departure: Subject to availability and immediate full payment.
• No booking is confirmed until the required payment is received.

2.11 Default on Payment

• Failure to adhere to the payment schedule may result in automatic cancellation of the booking.
• Auto-cancellation due to non-payment results in forfeiture of the advance deposit as per the Cancellation Policy below.

3. Cancellation Policy

Note: This Section 3 applies to cancellations initiated by the traveller for personal reasons. Where a booking cannot proceed due to a Force Majeure Event (natural disaster, pandemic, government travel restriction, war, strike, etc.), the separate terms at Section 5.10 — Force Majeure: Impact on Payments, Refunds & Rescheduling apply instead.

Cancellation charges are calculated based on the date written intimation is received prior to departure:

3.1 Written Notice Requirement

Cancellations are accepted only via email sent to cancellation@primevistaa.com during business hours (Monday–Friday, 10:00 AM – 6:00 PM IST). Requests received after hours or on public holidays are marked as received on the next working day. Phone, WhatsApp, or verbal cancellation requests are not valid until confirmed in writing.

3.2 Exceptions & Special Clauses

1. Flights, Trains & Ferries: Airfares and train/ferry bookings follow the cancellation policies, penalties, and fees of the respective carrier/IRCTC, independent of the slab above.
2. Peak Season / Blackout Dates: Bookings during peak periods (Diwali, Christmas, New Year, long weekends, high-demand events) are 100% non-refundable once confirmed, or as per the specific hotel's policy.
3. Visa, Insurance & Permits: Charges for visa processing, travel insurance, permits, and embassy/biometric appointments are strictly non-refundable once submitted or purchased.
4. Non-Refundable Supplier Surcharges: Non-refundable deposits levied by specific hotels, cruise liners, or local operators supersede the standard cancellation slab.
5. GST, TCS & Gateway Charges: GST and payment-gateway convenience fees are non-refundable. TCS remitted to the Government cannot be refunded directly — you may claim it through your annual Income Tax return.
6. Date Changes & Rescheduling: Any date change or modification request is treated as a cancellation and fresh booking, subject to availability and fare differences, unless stated otherwise in writing.
7. Unused Services: No partial refunds or adjustments for missed transfers, unused meals, unvisited attractions, or early check-outs during the trip.
8. Force Majeure: The Company is not liable to refund for delays, cancellations, or itinerary changes caused by acts of God, weather disruptions, civil unrest, political strikes, flight suspensions, or government restrictions (see Section 5.9).

3.3 Refund Turnaround Time

Approved refunds are processed to the original source of payment within 14 to 21 working days after supplier reconciliation.

4. Booking Confirmation, Suppliers & Service Standards

1. Hotels mentioned in a package are subject to availability. Where unavailable, the Company may offer a similar-category alternative, subject to availability.
2. Hotel check-in/check-out timings follow the respective hotel's policy. Early check-in or late check-out is subject to availability and may attract extra charges.
3. Room preferences, bed configuration, adjoining rooms, room location, and other special requests are subject to availability and are not guaranteed unless confirmed in writing.
4. Transportation is provided per the vehicle category and passenger strength mentioned in the confirmed package, subject to the agreed itinerary and applicable local transport regulations.
5. The sightseeing sequence and duration of sightseeing/transfers may be adjusted due to weather, traffic, road conditions, local restrictions, attraction timings, operational requirements, or safety considerations, without materially affecting the overall tour.
6. Meals are provided per the meal plan mentioned in the package; menu and arrangements are subject to the operating conditions of the respective hotel/restaurant.
7. Certain sightseeing points and attractions operate on their own hours, weekly closures, or seasonal schedules, which are beyond the Company's control.
8. Any additional sightseeing, transfers, activities, meals, room upgrades, or other services requested after confirmation — or availed during the tour but not included in the confirmed package — will be charged separately.
9. Any increase in government taxes, fuel surcharges, permit fees, entry fees, airline fares, or hotel tariffs imposed after booking may be payable by the traveller, where applicable.
10. Unused services, meals, sightseeing, accommodation nights, or activities are generally not eligible for a refund, unless specifically agreed otherwise in writing.
11. Children, infants, and extra-bed/mattress arrangements are subject to the policies and charges of the respective hotel, airline, and service provider.
12. Photographs, room images, vehicle images, and other visuals on our website are illustrative and may differ from the actual service provided.
13. Hotels, airlines, transport operators, restaurants, and other suppliers are independent service providers; their own operational terms and conditions apply to the services they render.

5. Traveller Responsibilities & Liability

1. Travellers are responsible for carrying valid identification, passports, visas, permits, tickets, and other documents required for the journey. The Company is not responsible for losses, delays, or additional expenses arising from incorrect, incomplete, or invalid documents provided by the traveller.
2. Visa approval, immigration clearance, and entry into any country or restricted area are decided solely by the concerned government authority and cannot be guaranteed by the Company.
3. Travellers must comply with local laws, immigration regulations, hotel policies, transport rules, and instructions issued by local authorities, tour coordinators, drivers, and service providers.
4. Travellers are responsible for their personal belongings, valuables, passports, cash, electronic devices, and other personal items throughout the journey. The Company is not responsible for loss, theft, or damage to personal belongings, except where liability is established under applicable law.
5. Any special request communicated by the traveller is treated as a request only and is subject to availability and written confirmation.
6. The Company will make reasonable efforts to deliver all confirmed services but is not responsible for delays, cancellations, disruptions, or changes caused by circumstances beyond its reasonable control.
7. The Company reserves the right to make reasonable operational changes to the itinerary when necessary, while making reasonable efforts to preserve the overall nature, quality, and value of the tour.
8. This Company acts as an agent facilitating bookings with independent third-party suppliers (airlines, hotels, DMCs, transport and activity providers) and is not liable for the acts, omissions, or defaults of such suppliers, beyond what is legally required of a booking agent.
9. Force Majeure — Performance: The Company shall not be liable for failure or delay in performance arising from causes beyond its reasonable control ("Force Majeure Event"), including but not limited to natural disasters, extreme weather, pandemics or epidemics, war, terrorism, civil unrest, strikes, government travel bans or border closures, airspace closures, and other transportation disruptions.

5.10 Force Majeure — Impact on Payments, Refunds & Rescheduling

Where a confirmed tour, or any part of it, cannot proceed because of a Force Majeure Event (as opposed to a voluntary cancellation by the traveller), the following applies in place of the standard Cancellation Policy at Section 3:

1. No Standard Cancellation Charges. The slab-based cancellation charges in Section 3 (₹500/person, 15%, 30%, 50%, 100%) do not apply where the Company or the traveller is unable to proceed solely due to a Force Majeure Event. Any amount forfeited will be limited to what suppliers actually withhold, as set out below.

2. Recovery From Suppliers, Not Guaranteed by the Company. Airlines, hotels, cruise lines, and DMCs govern their own force majeure terms, and in most cases offer a credit note or future travel voucher rather than a cash refund. The Company will make reasonable efforts to recover the maximum possible amount from suppliers on your behalf but cannot guarantee a full or immediate cash refund, as this depends entirely on supplier policy.

3. Order of Preference — Options Offered to You. Where a tour is disrupted by a Force Majeure Event, you will typically be offered, in this order of preference:

   • (a) Rescheduling the same itinerary to an alternate date, subject to availability and any fare/rate difference (no additional service fee charged by the Company for the first reschedule);
   • (b) A Credit Note / Travel Voucher for the recoverable amount, valid for 12 months from the date of issue, redeemable against any future booking with the Company; or
   • (c) A Cash Refund of the amount actually recovered from suppliers, where suppliers permit a cash refund rather than a credit note.

4. Non-Recoverable Components Remain Non-Refundable. Amounts already paid to third parties and confirmed as non-recoverable — such as visa fees submitted to an embassy/consulate, biometric/appointment charges, non-refundable hotel or cruise deposits, and issued flight tickets not eligible for airline credit — remain non-refundable, consistent with Sections 2.6, 2.7, and 3.2(3)–(4), regardless of the cause of disruption.

5. Administrative Costs. The Company may deduct reasonable administrative and processing costs already incurred (e.g., non-recoverable banking/gateway charges, translation, courier, or documentation costs) from any amount refunded or credited.

6. Government-Mandated Cancellations. Where a trip cannot proceed because of a government order, travel advisory, border closure, or visa/entry suspension announced after booking, the same process above applies — this is treated as a Force Majeure Event and not as a traveller-initiated cancellation.

7. Timeline. Any refund or credit note due under this clause will be processed within 21 to 45 working days, as recovery from international suppliers, airlines, and DMCs during a Force Majeure Event typically takes longer than a standard cancellation (see Section 3.3).

8. No Consequential Liability. The Company is not liable for any indirect, incidental, or consequential loss arising from a Force Majeure Event — including missed connections, alternate travel or accommodation arrangements made independently by the traveller, loss of enjoyment, or costs incurred in a destination due to a disruption.

9. Travel Insurance Recommended. The Company strongly recommends that all travellers purchase comprehensive travel insurance covering trip cancellation/interruption, medical emergencies, and Force Majeure-related losses, as such insurance may cover costs that fall outside what the Company or its suppliers are able to recover or refund.

6. Conflicts, Amendments & Governing Terms

1. Payment, cancellation, and refund matters are governed by the Payment Policy (Section 2) and Cancellation Policy (Section 3) above.
2. Where a conflict arises between the standard package terms and a supplier-specific condition, the applicable supplier condition will prevail for that particular service.
3. These Terms may be updated periodically to reflect changes in applicable law, regulations, supplier policies, or business practices. The Terms applicable at the time of booking will generally govern that booking, subject to any mandatory changes required by law or government authorities.

7. Dispute Resolution & Jurisdiction

1. Any dispute arising out of or in connection with a booking, tour service, or these Terms will first be attempted to be resolved amicably between the traveller and the Company.
2. Where a dispute cannot be resolved amicably, it shall be subject to the exclusive jurisdiction of the courts at Kolkata, West Bengal, India, without prejudice to any statutory forum (such as consumer dispute redressal bodies) available to the traveller under applicable law.

8. Contact Us

Prime Vistaa Holidays 83 S P Mukherjee Road, Kolkata 700026, West Bengal, India Phone: +91 74394 22239 Cancellations: cancellation@primevistaa.com General Enquiries: support@primevistaa.com