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Draft page — content being finalised
This page reflects our current practices and is accurate to how the platform works today. A fuller, legally reviewed version is coming. In the meantime, contact us with any questions.
How Nepal Untrodden protects travellers, hosts, and the communities they visit.
Nepal Untrodden connects travellers with independent Nepal-based hosts — trekking guides, licensed agencies, and homestay families. We act as an intermediary: we handle bookings and payments, but the trek, homestay, or experience itself is delivered by your host, not by Nepal Untrodden directly.
This means your host is responsible for the day-to-day delivery of your trip. We are responsible for ensuring hosts meet our verification and conduct standards before their listings go live, and for supporting travellers if something goes wrong.
Every host is individually reviewed before any listing goes live. We verify:
Listings from unverified hosts are never shown to travellers. All verification documents are stored securely and visible only to Nepal Untrodden administrators.
Cancellation refunds depend on the tier the host has set for their listing (shown on each listing page before you book):
Flexible
Full refund if cancelled 24+ hours before arrival; no refund within 24 hours.
Moderate (default)
Full refund if cancelled 7+ days before arrival; 50% refund 2–6 days before; no refund within 48 hours.
Strict
Full refund if cancelled 14+ days before arrival; 50% refund 7–13 days before; no refund within 7 days.
If a host cancels your confirmed booking, you receive a full refund regardless of tier.
If something goes wrong with a booking — a host cancels without notice, a listing is materially different from what was advertised, or there is a conduct issue — contact us at dispute@nepaluntrodden.com with your booking reference and a description of the issue.
We acknowledge all dispute emails within 24 hours and aim to reach a fair outcome. In clear-cut cases (host no-show, listing significantly misrepresented), we will issue a refund directly. In disputed cases, we will speak to both parties before deciding.
For an in-progress emergency in Nepal, contact:
You can also email support@nepaluntrodden.commarked “URGENT” and we will respond as quickly as possible, though our team is UK-based and may not be reachable outside business hours.
All payments are processed through Stripe, a PCI-DSS compliant payment processor. We never store card numbers. Funds are only released to the host after a booking is confirmed — not before.
Keep all booking communication within the platform. Requests to pay outside the platform or via direct bank transfer should be treated with caution and reported to us.
All trekking hosts agree to our Host Terms, which require that guides and porters are:
Contact the Nepal Untrodden team or email support@nepaluntrodden.com. We respond to all messages.
