Payment Policy

1Purpose & Scope

This Payment Policy outlines the terms, accepted methods, timelines, and conditions related to all monetary transactions made by customers through Alpine Journeys. It applies to:

• ◆All domestic and international tour packages
• ◆Group departures, customized trips, and special event travel
• ◆Bookings involving third-party vendors such as hotels, transportation, or activity providers
• ◆Payments made through our website, WhatsApp, bank transfers, or approved digital channels

This policy is intended to:

• ◆Ensure secure and transparent transactions
• ◆Set clear expectations for advance payments and final settlements
• ◆Clarify Alpine Journeys stance on fraudulent payments, unauthorised transactions, and offline collections

All users are advised to review this policy prior to making any payment for services.

2Accepted Payment Methods & Guidelines

Alpine Journeys accepts a range of secure and verified payment methods for domestic and international bookings. All transactions must comply with the payment terms outlined below.

2.1  Accepted Payment Channels

Customers may make payments through the following authorised methods:

• ◆Online Payment Gateways: Razorpay, Stripe, PayPal (as applicable)

UPI Payments: Google Pay, PhonePe, Paytm, BHIM, etc.

• ◆Credit/Debit Cards: Visa, Mastercard, RuPay, American Express
• ◆Net Banking: Supported Indian and international banks
• ◆Bank Transfers: NEFT/RTGS transfers to official Travel Coffee accounts (available on request)
• ◆International Cards or Wallets: Stripe or PayPal (for overseas clients, subject to charges)

Note: Cash payments, direct payments to vendors, or payments via personal accounts of Alpine Journeys staff or agents are strictly prohibited and not recognised under this policy.

2.2  Payment Acknowledgement

All successful payments will be acknowledged via:

• ◆An official payment receipt or invoice from Alpine Journeys
• ◆A confirmation email or WhatsApp message with the updated payment status

If you do not receive a confirmation within 24 hours of payment, please notify our team at support@alpinejourneys.in with your transaction details.

2.3  Invalid or Unauthorised Payment Channels

Travel Coffee is not responsible for any payment made to:

• ◆Personal bank accounts of sales staff or field representatives
• ◆QR codes, links, or wallets not officially issued by Alpine Journeys
• ◆Third-party apps that are not listed on our website or communicated by our team

In such cases, your booking will not be confirmed and Alpine Journeys will not be liable for any monetary loss.

2.4  Payment in Installments

If your package is eligible for payment in parts:

• ◆The initial deposit (typically 25% to 50%) must be paid at the time of booking

The balance payment must be cleared before the cut-off date specified in your confirmation (usually 5 to 7 days before travel begins)

Installment eligibility and deadlines will be clearly stated in your quote or invoice. Failure to meet payment milestones may result in cancellation or penalty as per our Cancellation Policy.

2.5  Currency & Charges

All prices are quoted in Indian Rupees (INR) unless otherwise stated.

For international clients, currency conversion charges or bank fees may apply and are payable by the customer.

Alpine Journeys is not liable for exchange rate fluctuations or fees charged by your bank/card provider.

3Payment Deadlines, Confirmation & Late Payment Terms

To ensure smooth operations and guaranteed services, all payments for bookings made through Alpine Journeys must adhere to the deadlines outlined below.

3.1  Booking Confirmation Criteria

A booking is considered provisionally confirmed only upon receipt of the initial advance payment. It becomes fully confirmed only after:

• ◆Full payment is received within the deadline specified in the invoice or communication
• ◆Confirmation is acknowledged in writing by the Alpine Journeys team
• ◆All necessary traveler information and documentation are submitted (as applicable)

No bookings will be treated as final without written confirmation from our official communication channels.

3.2  Advance Payment Requirement

Unless otherwise specified:

• ◆A minimum of 25% to 50% of the total package cost is required at the time of booking
• ◆The advance amount may vary depending on the season, service type, or destination

Certain services like hotels, permits, or activities may require 100% prepayment, which will be informed in advance.

3.3  Final Payment Deadline

The balance amount must be paid in full:

• ◆At least 5 to 7 days prior to the trip start date (for domestic travel), or
• ◆At least 10 to 14 days prior to the trip start date (for international or high-value bookings)

Failure to make the final payment by the due date may result in:

• ◆Cancellation of the booking
• ◆Forfeiture of the advance payment (as per the Cancellation Policy)
• ◆Denial of travel documents, hotel vouchers, or itinerary confirmation

3.4  Late Payments & Surcharges

Travel Coffee reserves the right to:

• ◆Add a late payment surcharge of up to 2% on overdue balances
• ◆Refuse rescheduling or hold service activation until payment is received
• ◆Withdraw any discounts or early bird offers that were conditional on timely payment

3.5  Last-Minute Bookings

For bookings made less than 72 hours before the departure date:

• ◆100% payment is required at the time of confirmation
• ◆No installment plans, provisional reservations, or part payments are permitted
• ◆Availability is subject to real-time vendor acceptance

4Fraud Prevention, Disputes & Chargeback Policy

Alpine Journeys is committed to maintaining the highest standards of transaction integrity and data protection. This section outlines our approach to handling suspected fraud, chargebacks, and payment-related disputes.

4.1  Identity Verification & Fraud Prevention

To protect both our customers and our operations, Alpine Journeys may, at its discretion, request the following before confirming or fulfilling a booking:

• ◆Government-issued ID proof
• ◆Payment confirmation receipts
• ◆PAN card, Aadhaar, or passport (for high-value bookings)
• ◆Consent forms or authorization letters in case of group or third-party payments

If any suspicious activity is detected, Alpine Journeys reserves the right to:

• ◆Hold or cancel the booking without liability
• ◆Report the transaction to relevant legal or financial authorities
• ◆Ban or blacklist the customer’s account from future bookings

4.2  Prohibited Transactions

You may not use our platform to conduct or attempt to conduct:

• ◆Payments using stolen or unauthorised cards or accounts
• ◆False or misleading payment disputes
• ◆Transactions that involve laundering, bypassing banking regulations, or misrepresentation of identity or intent

Alpine Journeys reserves the right to pursue civil and/or criminal legal action in such cases.

4.3  Disputed Transactions

In the event of a billing or payment dispute:

The customer must first attempt to resolve the issue by contacting Alpine Journeys support at support@alpinejourneys.in with full details of the dispute

• ◆We will investigate and respond within 5-7 business days
• ◆Supporting documentation may be required to process your claim

Alpine Journeys will work with its payment partners (Razorpay, Stripe, etc.) to review transaction logs, authorization records, and communication history to arrive at a fair resolution.

4.4  Chargebacks & Reversals

Customers are discouraged from initiating chargebacks directly with their bank or card issuer without first contacting Alpine Journeys for resolution.

If a chargeback is filed:

• ◆The booking will be automatically cancelled
• ◆No further services or refunds will be provided unless the chargeback is withdrawn or settled
• ◆The customer’s name, contact, and transaction details may be flagged to payment networks and associated platforms

In cases of fraudulent chargebacks, we reserve the right to recover all associated costs, including legal fees and damages.

4.5  Recovery & Legal Action

Alpine Journeys reserves the right to initiate legal proceedings for recovery of dues or fraudulent disputes. This may include:

• ◆Filing complaints with cybercrime authorities
• ◆Pursuing legal action under the Indian Contract Act, IT Act, or other applicable laws
• ◆Seeking compensation for reputational damage, business loss, or recovery costs

5Contact & Support for Payment Issues

Alpine Journeys is committed to supporting customers through any payment-related queries, including transaction confirmation, refund tracking, or dispute resolution. We maintain a dedicated channel for resolving such issues promptly and transparently.

5.1  General Payment Support

For issues related to:

• ◆Payment confirmations
• ◆Failed or duplicate transactions
• ◆Receipt/invoice requests
• ◆Refund tracking

Please contact:

• ◆Email: support@alpinejourneys.in
• ◆Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST
• ◆Response Time: Within 24-48 business hours

Please include the following in your email:

• ◆Booking ID or registered phone number
• ◆Date and amount of payment
• ◆Screenshot or reference number of the transaction
• ◆A brief description of the issue

5.2  Grievance Escalation

If your payment issue remains unresolved beyond 7 business days or involves suspected fraud, chargeback, or financial loss, you may escalate the matter to our Grievance Officer.

• ◆Grievance Officer: Hardik Chauhan
• ◆Email: support@alpinejourneys.in
• ◆Jurisdiction: Shimla, Himachal Pradesh, India

All escalations must include:

• ◆A written summary of your communication history
• ◆Relevant attachments and payment proof
• ◆A clear statement of your grievance or expected resolution

We aim to resolve all escalated issues within 15 working days of receipt.