1. Purpose
SOS and emergency support services are designed to help users request emergency assistance during eligible travel, trekking, yatra, or product-covered activities.
2. Genuine Emergency Use Only
Users must use the SOS feature only in genuine emergencies. This includes emergencies covered under the applicable Terms and Conditions of the Insurance Policy, severe illness, altitude-related emergencies, inability to continue safely, or other urgent threats to the user’s health, safety, or life.
False, careless, non-emergency, or malicious use of the SOS feature may result in cost recovery, service suspension, claim-related issues, deduction from any applicable deposit, or other consequences stated in the relevant product documents, insurance documents, or platform terms.
3. SOS Process
- Receive the SOS alert or emergency call.
- Attempt to contact the user.
- Contact the guide, companion, agency, or emergency contact.
- Verify order, device, location, and product coverage.
- Request health, accident, oxygen level, pulse (Sp02), video, or other evidence where required.
- Record the incident details.
- Coordinate with a rescue company, insurer, medical provider, agency, or authorities.
- Assess whether the situation falls within insurance-covered rescue.
- Coordinate a feasible rescue or medical support plan where possible.
4. Rescue Limitations
- Weather
- Terrain
- Altitude
- Location
- Communication availability
- Battery/device status
- Road/air access
- Permit requirements
- Local laws and government restrictions
- Aircraft or any other means of transportation
- Medical assessment
- Rescue window
- Insurance eligibility
- User cooperation
- Guide/agency availability
- Force majeure or events beyond control
Emergency support and rescue coordination may depend on weather, permits, route conditions, geography, communication availability, transport availability, third-party actions, and other circumstances beyond Himalayan Guardian Nepal Pvt. Ltd.’s control. Users are also responsible for proper device use, care, and return in accordance with the Device Instructions.
5. Insurance-Covered and Self-Funded Rescue
If the rescue is within the scope of the insurance policy and approved/eligible under policy terms, expenses may be handled according to the policy. If the requested rescue is outside policy coverage, not approved, not eligible, or requested as a personalized/self-funded service, the user may be required to pay the applicable costs directly or commit to payment before arrangements are made.
6. Independent Rescue Arrangements
Users should use the designated SOS device, emergency hotline, call center, or approved rescue process. Independently arranged rescue or medical expenses may not be covered by insurance unless permitted by the applicable policy or accepted by the insurer.
7. User Cooperation
Users, guides, companions, agencies, and emergency contacts must cooperate with Himalayan Guardian Nepal Pvt. Ltd., rescue partner, insurer, and medical providers. This may include providing location, symptoms, oxygen readings (Sp0 2 ), videos, documents, bills, reports, identity documents, and consent where required.
8. No Medical Consultation or Direct Rescue Provider Role
Himalayan Guardian Nepal Pvt. Ltd. is neither a hospital, nor a medical practitioner, nor a medical consultation provider, nor a medical diagnosis provider, nor an emergency medical service provider, nor a rescue company, medical evacuation operator, or aircraft operator. Himalayan Guardian Nepal Pvt. Ltd. does not directly provide medical advice, diagnosis, treatment, aviation services, rescue operations, or medical evacuation services.
Himalayan Guardian Nepal Pvt. Ltd.’s role is limited to platform support, device-related support, SOS coordination, communication assistance, and coordination with relevant service partners. Any medical assessment, medical consultation, treatment decision, rescue decision, transport arrangement, or evacuation decision may involve qualified medical providers, rescue partners, insurer-appointed agencies, aircraft operators, emergency responders, or local authorities, as applicable.
9. Contact
Emergency contact details will be provided through the product documents, emergency card, dashboard, device instructions, or order communication. For general support, contact support@himalayanguardian.com.
himalayanguardian.com | support@himalayanguardian.com