Terms & Conditions

1. Introduction

These Terms & Conditions govern access to and use of the Himalayan Guardian Nepal Pvt. Ltd.’s website, platform, dashboards, insurance, order process, product information, payment flow, device-related services, SOS support, rescue coordination support, claims assistance, and related documents made available through himalayanguardian.com / hgn.com.np .

2. About Himalayan Guardian Nepal Pvt. Ltd.

The platform is operated by Himalayan Guardian Nepal Pvt. Ltd., registered at Dhumbarahi, Kathmandu, Nepal. For legal, privacy, or support-related communication, users may contact Himalayan Guardian Nepal Pvt. Ltd. at support@himalayanguardian.com.

3. Scope of Services

Himalayan Guardian Nepal Pvt. Ltd. provides a digital platform and support system for travel safety-related products and services. The exact services available to a user depend on the product purchased, selected plan, applicable product documents, and issued insurance policy.

4. Products and Services Covered

• Comprehensive Tourism Guard (CTG)
• Kailash Rakshya Kavach (KAK)
• Insurance facilitation through platform of respective service providers
• Device rental and device support
• Live tracking through satellite-enabled devices
• SOS alert support
• Rescue coordination support through authorized rescue partners
• Claims assistance support through platform of respective service providers
• Product document delivery and user dashboard access

5. Role of Himalayan Guardian Nepal Pvt. Ltd., Insurer, and Rescue Partner

Himalayan Guardian Nepal Pvt. Ltd. operates the platform and facilitates access to selected travel safety and insurance-related services. Himalayan Guardian Nepal Pvt. Ltd. is not the final insurance claim decision-maker unless expressly stated in official product documents.

Insurance policies are issued by IGI Prudential Insurance Limited or the insurer stated in the applicable product documents. Insurance coverage, exclusions, claim eligibility, claim approval, rejection, and payment are determined by the insurer according to the issued policy, insurance clauses, policyholder notes, and applicable laws.

Rescue and emergency coordination may be handled by an authorized rescue/call center appointed by Himalayan Guardian Nepal Pvt. Ltd., the insurer, or relevant service providers.

6. Product Documents Prevail

Each product may have separate official documents such as Sales Contract, Insurance Clauses, Important Notes for Policyholders, Health Self-Declaration, Device Instructions, Emergency Card, Order Confirmation Slip, Payment Receipts and Policy Document. If there is any conflict between website summaries and official product documents, the official product documents, policy wording, insurance clauses, and issued policy shall prevail.

7. User Eligibility

Users must meet the eligibility requirements stated in the relevant product documents. Eligibility may include age limits, nationality, valid travel documents, valid passport/visa/permits, declared route, health declaration, travel dates, route restrictions, and other underwriting or operational conditions such as KYC Documents.

For KAK or any product that allows users below 18 years of age, purchase and use must be authorized by a parent or legal guardian.

8. User Information and Documents

• Users must provide true, complete, accurate, and updated information.
• Incorrect, incomplete, misleading, or false information may result in order rejection, cancellation, denial of service, claim issues, non-issuance of policy, or non-refund depending on the applicable product documents.
• Users are responsible for maintaining the confidentiality of account credentials and for all activity conducted through their account.

9. Orders, Payment, and Policy Issuance

Users may purchase products directly through the platform or through authorized agencies/sales representatives. Himalayan Guardian Nepal Pvt. Ltd. may accept payment through available payment methods including card payments, bank transfer, local payment gateways, QR payments, agency payment, or other supported payment methods.

Himalayan Guardian Nepal Pvt. Ltd. does not store full card details. Payment processing may be handled by third-party payment providers.

The insurance policy is issued by the insurer after required information, payment, and eligibility conditions are duly filled. Himalayan Guardian Nepal Pvt. Ltd. may reject or cancel an order if user details, documents, eligibility, payment, route, or other required conditions are incomplete, invalid, unclear, or outside the scope of coverage.

10. Cancellation and Refund

Cancellation and refund are governed by the Refund & Cancellation Policy and applicable product documents. In general, users may cancel before policy issuance subject to applicable deduction. Once the policy has been issued, the product/service is generally non-cancellable and non-refundable unless otherwise required by applicable law or expressly stated in product documents.

11. Device Use

If a device is included or rented as part of the product, the user must comply with Device Rental & Usage Terms and the official Device Instructions. The device remains the property of Himalayan Guardian Nepal Pvt. Ltd..

12. SOS and Emergency Support

SOS support is intended only for genuine emergencies. Users must not trigger false or malicious SOS alerts. Emergency support and rescue coordination are subject to operational feasibility, weather, location, permits, medical assessment, local rules, transport availability, communication availability, and approval/eligibility under applicable insurance terms.

13. Insurance and Claims

Himalayan Guardian Nepal Pvt. Ltd. may assist users in claim communication, document collection, and coordination with the insurer. Insurance claim approval, rejection, assessment, and payment are determined by the insurer according to the issued policy, insurance clauses, and applicable laws as per the Claims Assistance Terms.

14. User Obligations

• Read all applicable product documents.
• Provide truthful and complete information.
• Maintain valid travel documents and permits.
• Follow route, altitude, health, safety, and local law requirements.
• Use devices properly where applicable.
• Use SOS only in genuine emergencies.
• Submit required claim/rescue documents.

15. Limitation of Liability

Himalayan Guardian Nepal Pvt. Ltd. makes reasonable efforts to support users through the platform, device services, SOS coordination, and claims assistance. However, insurance coverage, exclusions, deductibles, co-payment, claim approval, and claim settlement are governed by the applicable policy documents and determined by the insurer.

Emergency support and rescue coordination may depend on weather, permits, route conditions, geography, communication availability, transport availability, third-party actions, and other circumstances beyond HGN’s control. Users are also responsible for proper device use, care, and return in accordance with the Device Instructions.

16. Governing Law and Dispute Resolution

These Terms shall be governed by the applicable laws of Nepal. Disputes should first be resolved through mutual discussion. If unresolved, the dispute resolution mechanism stated in the applicable product documents, insurance policy, or governing legal framework shall apply.

17. Updates and Contact

Himalayan Guardian Nepal Pvt. Ltd. may update these Terms from time to time. Questions may be sent to support@himalayanguardian.com.