Beginning on the same page

01 · THE AGREEMENT

Who these terms are between

Raven Tours is the trading name of Raven Tours and Treks, a travel company registered in Bhutan. “Raven”, “we”, “our” and “us” refer to Raven Tours and Treks. “Guest”, “you” and “your” refer to each person named in a booking.

The person making a booking confirms that they have authority to accept these terms for everyone named and will share relevant information with them. A parent or legal guardian must act for a traveller under 18.

02 · FROM ENQUIRY TO CONFIRMATION

Planning your private journey

We begin with a conversation rather than an online checkout. A proposal reflects the dates, travellers, accommodation level, pace and experiences discussed at that stage. It remains an invitation to book—not a confirmed reservation—until Raven receives the required payment and confirms the relevant services in writing.

Airfares, rooms, guides, vehicles, permits, festival arrangements and special experiences remain subject to availability. If a planning fee applies, Raven will state the amount, purpose and whether it is credited to the final journey cost before work begins.

Please review names, dates, passport details, room arrangements, dietary requirements and itinerary content carefully. Tell us promptly if anything is inaccurate.

03 · COST & CONFIRMATION

Prices, inclusions and payments

Your proposal will state the journey price, currency, number of guests and principal inclusions. The confirmed itinerary—not a general website page—determines exactly what Raven has agreed to provide.

The invoice or payment schedule will state the deposit, balance deadline, accepted method and any disclosed transaction costs. A late payment may place reservations at risk. Raven will contact you before treating a booking as cancelled for non-payment.

Government levies, taxes, airline charges and supplier prices may change before confirmation. After confirmation, Raven will not alter the agreed price unless your booking changes, a new government charge applies, or the proposal expressly permits an adjustment. We will explain any revision before collecting it.

Government visa and Sustainable Development Fee rules can change independently of Raven. We apply the official requirement in force when processing your travel documents.

04 · WHEN PLANS MOVE

Changes, cancellations and refunds

Changes requested by you

Ask us in writing as early as possible. We will try to accommodate a change, but revised dates, routes, accommodation, flights or traveller numbers may affect availability and price. Supplier amendment or cancellation fees may apply.

Cancellation by you

A cancellation takes effect when Raven receives it in writing. The applicable refund or cancellation charge depends on the written schedule supplied for your booking, the notice given, work already completed and amounts recoverable from airlines, hotels, government services and other partners.

Changes made by Raven

Bhutan travel sometimes changes because of weather, road conditions, festivals, flight operations, government decisions, safety concerns or supplier availability. Raven may adjust the sequence, timing, accommodation or activity while preserving the journey’s overall character wherever reasonably possible.

For a significant change before travel, we will explain the available alternatives and any price effect. During travel, your guide may make reasonable adjustments for safety, access or guest wellbeing.

05 · EVENTS BEYOND CONTROL

Exceptional circumstances

Events outside reasonable control may include severe weather, natural disaster, epidemic, civil disturbance, government restriction, border closure, industrial action, airline disruption, fire or another serious event that Raven and its partners could not reasonably prevent.

In these circumstances, Raven will prioritise safety and work in good faith to rearrange, postpone or recover funds where possible. Refunds or credits depend on money actually recoverable from the parties holding it, applicable government processes and the specific booking terms. Raven is not responsible for consequential personal costs such as missed international connections, replacement travel or lost earnings.

06 · BEFORE YOU TRAVEL

Passports, visas and entry requirements

You are responsible for holding a valid passport and satisfying the entry, exit, transit, vaccination and immigration rules that apply to your nationality and route. Raven can process or assist with a Bhutan visa or permit when agreed, but approval rests with the relevant authority.

Provide complete, accurate and readable documents by the requested deadline. You remain responsible for transit visas and permissions outside Bhutan unless our written confirmation expressly includes them. Costs caused by missing, late or inaccurate documents belong to the guest.

Official Bhutan guidance currently recommends arranging visas or permits in advance; requirements may change, so Raven will confirm the process relevant to your journey.

07 · WELLBEING & PREPARATION

Health, fitness and travel insurance

Tell Raven before confirmation about allergies, dietary needs, mobility considerations, medical conditions or other circumstances that may affect the itinerary. This allows us to recommend appropriate pacing, accommodation and activities. Raven is not a medical adviser; seek professional advice about fitness, altitude, medication and vaccinations where appropriate.

Bhutan no longer requires travel insurance for entry, but Raven strongly recommends a policy that fits your journey and covers medical care, emergency evacuation, cancellation, interruption, delay, baggage and any trekking or special activity you undertake. You are responsible for understanding exclusions and carrying proof of cover.

Remote valleys and high-altitude routes can delay access to advanced medical care. Appropriate insurance and honest advance disclosure are important even on a carefully paced private journey.

08 · WHILE IN BHUTAN

Guest conduct and life on the road

Please respect Bhutanese law, sacred places, local customs, communities, wildlife and the guidance of Raven’s team. A guest must not endanger themselves, another person, staff, property or the journey through abusive, unlawful or seriously disruptive conduct.

Where conduct or a health and safety concern creates a serious risk, Raven may decline an activity or end affected services. We will use this step only when reasonably necessary. Additional travel or accommodation costs arising from such conduct remain the guest’s responsibility.

Participation in hiking, trekking, rafting, cycling, horse riding and other activities involves inherent risk. Follow the safety briefing, use the equipment provided and tell your guide immediately if you feel unwell or uncomfortable.

09 · RAVEN & OUR PARTNERS

Our responsibility and reasonable limits

Raven selects and coordinates independent hotels, airlines, transport providers, guides and activity partners with care. We remain responsible for the services Raven directly agrees to provide, subject to these terms and applicable law.

We cannot control every act, omission, schedule change or failure of an independent provider or public authority. When a problem arises, Raven will assist and pursue a practical remedy, but liability may be limited where the event was caused by the guest, an unrelated third party, exceptional circumstances or a risk that could not reasonably be avoided.

Nothing in these terms excludes or restricts responsibility where doing so would be unlawful, including liability that cannot legally be limited under Bhutanese consumer law.

10 · PRIVACY & CREATIVE WORK

Personal information and website content

Raven handles guest information in accordance with its Privacy Policy. Photography or filming for promotional use remains optional and requires permission; declining does not affect your journey.

Unless otherwise credited, Raven’s original website text, photographs, maps, itineraries, design and brand materials are protected by applicable intellectual-property law. They may not be reproduced commercially without written permission. Fair quotation, personal sharing and rights belonging to third-party creators remain unaffected.

11 · QUESTIONS & RESOLUTION

Concerns, governing law and contact

Tell Raven promptly if a service falls short, ideally while you are travelling, so the team has a fair opportunity to help. If the matter remains unresolved, send a written account with relevant records as soon as reasonably possible after the journey.

We will first seek a respectful, good-faith resolution. These terms and the booking are governed by the laws of the Kingdom of Bhutan, and disputes that cannot be resolved through discussion are subject to the jurisdiction of Bhutanese courts, unless applicable consumer law requires otherwise.