Effective Date: 16 September 2026
Last Updated: 16 September 2026
1. General Cancellation Rules
Customers may request cancellation of a booking by contacting Himalaya Wheels using the contact details provided on the website or booking confirmation.
Customers should submit cancellation requests as soon as possible.
A cancellation request becomes effective when Himalaya Wheels receives the request, unless the applicable booking conditions specify another time or process.
The cancellation charge and refund amount depend on the type of service booked, how long before the scheduled service the cancellation is made, the specific booking conditions, any disclosed Partner cancellation costs, amounts already paid to third-party service providers, whether the service is refundable or non-refundable, and applicable Australian Consumer Law and other mandatory legal rights.
Where specific cancellation conditions were clearly provided to the customer before booking confirmation, those conditions will apply to the extent permitted by law.
Himalaya Wheels will not apply a cancellation charge that is prohibited by applicable law.
2. Vehicle Rental Cancellations
Unless different cancellation conditions are stated in the customer’s booking confirmation:
More than 72 hours before collection: A customer may generally receive a refund of the amount paid, less any clearly disclosed non-refundable fees or reasonable cancellation costs that apply to the booking.
Between 24 and 72 hours before collection: A partial refund may apply depending on the booking conditions, vehicle allocation, Partner costs and timing of cancellation.
Less than 24 hours before collection: The booking may be subject to a substantial cancellation charge or may be non-refundable where this was clearly disclosed before confirmation and is permitted by law.
After the scheduled collection time: The booking may be treated as a no-show and may be non-refundable in accordance with the applicable booking conditions.
The above time periods are general guidelines only. The customer’s booking confirmation may contain different cancellation conditions. Where different conditions apply, those conditions will be shown or communicated before booking confirmation wherever reasonably practicable.
3. Chauffeur and Transportation Services
Chauffeur-driven and transportation bookings may have cancellation conditions that differ from standard vehicle rentals.
Cancellation charges may depend on cancellation timing, driver allocation, vehicle allocation, distance and location, advance preparation, Partner costs, and whether the service has already commenced.
Where no specific cancellation charge was provided before confirmation, Himalaya Wheels will seek to apply a reasonable charge reflecting costs properly incurred, subject to applicable law.
4. Airport Transfers
Airport transfer cancellations are subject to the cancellation conditions stated in the booking confirmation.
Customers should provide accurate flight details where requested.
A failure to attend an arranged airport transfer, failure to provide required information, or significant changes to flight details without reasonable notice may result in the booking being treated as a no-show where permitted by the booking conditions.
Where a flight is delayed or cancelled, customers should contact Himalaya Wheels as soon as reasonably possible so that reasonable assistance or coordination can be attempted.
5. Tours and Experiences
Tours, experiences, sightseeing services, activities and other travel experiences may be provided by independent Partners or third-party providers.
The applicable cancellation and refund conditions may therefore vary between services.
Where a third-party provider has specific cancellation conditions, these will be communicated to the customer before booking confirmation where reasonably practicable.
Refunds for third-party experiences may be subject to the provider’s applicable cancellation conditions, except where mandatory legal rights apply.
6. Flight Enquiries
Himalaya Wheels may accept flight enquiries through its website and forward those enquiries to an independent travel agent, airline or other authorised travel provider.
Himalaya Wheels does not directly sell, issue or ticket flights and does not collect or process customer payments for flight bookings through the flight enquiry service.
The relevant travel provider is responsible for flight availability, fare pricing, booking, payment, ticketing, ticket changes, cancellation and applicable refunds.
Once a customer proceeds with a flight booking through the relevant travel provider, the provider’s terms, fare rules and applicable airline conditions will apply.
Customers should contact the relevant travel provider regarding cancellation or refund of a confirmed flight booking.
Himalaya Wheels may reasonably assist with communication or coordination where appropriate, but cannot control airline schedules, availability, fares, ticketing decisions or the travel provider’s refund process.
A flight enquiry submitted through Himalaya Wheels is not a confirmed flight booking unless and until the relevant travel provider confirms the booking directly.
7. Corporate, NGO, Embassy and Organisational Bookings
Corporate, NGO, embassy, government and other organisational bookings may be subject to separate quotations, agreements, purchase orders, credit arrangements or negotiated booking conditions.
Where a separate written agreement or quotation contains cancellation conditions, those conditions will apply to the extent permitted by law.
Any cancellation charges applicable to organisational bookings should be clearly communicated in the relevant quotation, agreement or booking confirmation.
8. Long-Term Rentals
Long-term rentals may involve vehicle allocation, minimum rental periods, special rates, advance payments and Partner commitments.
Cancellation conditions for long-term rentals may therefore differ from standard short-term rentals.
The applicable conditions will be stated in the booking confirmation, quotation or separate agreement.
9. No-Shows
A no-show may occur where a customer fails to collect or use a confirmed vehicle, fails to attend a confirmed service, fails to attend an airport transfer without reasonable notice, cannot be contacted when required for service delivery, or otherwise fails to use a confirmed service without cancelling it in accordance with the applicable conditions.
A no-show may result in all or part of the booking amount being non-refundable where this was disclosed in the applicable booking conditions and is permitted by law.
A customer should contact Himalaya Wheels as soon as possible if they are unable to attend or expect to be late.
10. Booking Changes
A request to change a booking is not necessarily treated as a cancellation.
Changes may include collection or return date, collection or return time, vehicle, location, driver requirements, number of passengers, or rental duration.
Changes are subject to availability and may result in a change to the booking price or other reasonable charges that were disclosed or agreed.
If a requested change cannot be accommodated, the original booking cancellation conditions may apply if the customer chooses to cancel.
Customers should not assume that a booking has been changed until Himalaya Wheels confirms the change.
11. Partial Cancellations
Where a booking contains multiple vehicles, services or components, a customer may request cancellation of only part of the booking.
The refund or cancellation charge will be assessed separately for the cancelled component where reasonably practicable.
Charges associated with components that have already been provided or committed may remain payable where permitted by law and the applicable booking conditions.
12. Duplicate or Incorrect Bookings
If a customer accidentally makes a duplicate booking or enters incorrect booking information, they should contact Himalaya Wheels immediately.
Himalaya Wheels will use reasonable efforts to assist with correcting or cancelling the booking.
Any resulting cancellation or amendment charge will depend on the applicable booking conditions and whether costs have already been incurred.
This section does not limit any mandatory rights available to consumers under applicable law.
13. Cancellation by Himalaya Wheels or a Partner
In some circumstances, Himalaya Wheels or a Partner may be unable to provide a confirmed service. This may occur because of vehicle breakdown, accident or damage, safety concerns, vehicle unavailability, driver unavailability, government restrictions, road closures, natural disasters, operational issues, or other circumstances outside reasonable control.
Where reasonably possible, Himalaya Wheels will attempt to arrange a suitable alternative, offer a different vehicle or service, reschedule the service, or provide an appropriate refund where applicable.
Where an alternative service is offered, the customer may be provided with reasonable options depending on availability.
Nothing in this section limits any consumer guarantees or other mandatory rights under applicable law.
14. Security Deposits
A security deposit is separate from the rental or service price.
Cancellation of a booking does not automatically mean that a security deposit will be forfeited.
Where no amount is properly payable from the security deposit, it will be returned in accordance with the applicable security-deposit conditions.
Where a Partner is authorised to collect a cash security deposit directly at vehicle handover, the Partner is responsible for receiving, recording and returning that deposit in accordance with the booking conditions.
Customers should obtain a receipt or other confirmation from the Partner when paying a Partner-held cash deposit.
Customers should not assume that cash security deposits are accepted unless this has been expressly authorised or stated in the booking confirmation.
Security deposits may be subject to deductions for amounts properly payable under the Himalaya Wheels Terms & Conditions, including applicable damage, loss, fuel, mileage, late return, traffic, parking, toll, recovery or other customer-caused charges.
15. Refunds
Where a refund is approved, Himalaya Wheels will generally process the refund through the original payment method where reasonably practicable.
The time taken for a refund to appear in a customer’s account may depend on the payment provider, bank processing times, card issuer processing, international banking systems, and currency conversion.
Himalaya Wheels does not control the processing time imposed by a customer’s bank or payment provider.
Where a refund is made in a different currency from the currency originally charged, the amount received by the customer may vary due to exchange-rate movements and financial institution charges.
Any fee or charge deducted from a refund must be supported by the applicable booking conditions or otherwise permitted by law.
Himalaya Wheels will not use this section to exclude mandatory consumer rights.
16. Refunds for Partner-Provided Services
Where a service is supplied by an independent Partner, Himalaya Wheels may need to coordinate the refund with that Partner.
Himalaya Wheels will communicate with the Partner and use reasonable efforts to process an applicable refund.
The Partner’s cancellation conditions may apply where they were disclosed to the customer before confirmation.
Nothing in this section prevents a customer from exercising any mandatory rights available under Australian Consumer Law or other applicable law.
17. Non-Refundable Services and Fees
Certain services, fees or booking components may be non-refundable.
Where reasonably practicable, any non-refundable amount will be clearly disclosed before booking confirmation.
A statement that an amount is non-refundable does not remove any mandatory consumer rights or remedies available under applicable law.
18. Security Deposit After Vehicle Return
Where the security deposit is held by Himalaya Wheels, the deposit will be assessed after the vehicle is returned and the relevant information is available.
Where the deposit is held directly by a Partner, the Partner will return the applicable balance in accordance with the booking conditions.
The timing of release or return may depend on vehicle inspection, outstanding charges, payment method and other reasonable verification requirements.
Charges discovered after the vehicle has been returned may remain payable where permitted by the booking conditions and applicable law.
19. Charges Identified After a Refund
In some circumstances, an amount may become known after a refund has already been processed. Examples may include traffic or parking penalties, tolls, government charges, damage identified after inspection, missing accessories, fuel charges, mileage charges, or other properly payable amounts.
Where a customer is legally responsible for such an amount, Himalaya Wheels or the relevant Partner may seek payment in accordance with the Terms & Conditions and applicable law.
Any such charge should be reasonably supported where practicable.
20. How to Request a Cancellation
Customers should contact Himalaya Wheels using the contact details below.
Where possible, include booking reference, customer name, booking date, service date, vehicle or service booked, and reason for cancellation, if relevant.
Providing the reason is not required where it is not necessary to process the cancellation.
21. Cancellation Effective Time
Unless otherwise stated in the booking conditions, cancellation is effective when Himalaya Wheels receives the customer’s cancellation request.
Customers should retain any email, message or other evidence confirming their cancellation request.
If a customer contacts a Partner directly, the customer should also notify Himalaya Wheels where Himalaya Wheels arranged the booking.
22. Events Outside Reasonable Control
Circumstances outside the reasonable control of Himalaya Wheels or a Partner may affect the availability or delivery of a service. These may include natural disasters, severe weather, floods, earthquakes, government restrictions, road closures, civil disturbances, major transport disruptions, emergencies, strikes or industrial action, or other circumstances that could not reasonably be prevented.
Himalaya Wheels will use reasonable efforts to assist customers affected by such circumstances.
Refunds, credits or alternative arrangements will depend on the circumstances, applicable provider conditions and applicable law.
23. Australian Consumer Law
Nothing in this Cancellation & Refund Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.
Where a service fails to meet a consumer guarantee, customers may have rights to a remedy, which may include a refund, cancellation, replacement, repair or compensation depending on the circumstances and applicable law.
This Policy should not be interpreted as limiting those statutory rights.
24. Policy Changes
Himalaya Wheels may update this Cancellation & Refund Policy from time to time.
Changes will generally apply to bookings made after the updated Policy takes effect.
Changes will not retrospectively remove rights or protections that applied to an existing confirmed booking, except where permitted by law.
The version applicable to a booking may be identified by the booking confirmation or the terms provided to the customer at the time of booking.
25. Relationship With Terms & Conditions
This Policy forms part of the customer booking framework and should be read together with the Himalaya Wheels Terms & Conditions.
If a booking confirmation contains specific cancellation or refund conditions for a particular service, those conditions will apply to that booking to the extent permitted by law.
If there is an inconsistency that cannot reasonably be reconciled, mandatory legal rights will prevail.
26. Contact Us
Himalaya Wheels
Email: [Insert Email]
Phone/WhatsApp: [Insert Number]
Website: [Insert Website]
CUSTOMER ACKNOWLEDGEMENT
By completing or confirming a booking, the customer acknowledges that they have had an opportunity to review the applicable booking conditions and this Cancellation & Refund Policy.
The customer understands that cancellation and refund outcomes may vary depending on the service, timing of cancellation, booking conditions, Partner requirements and applicable law.
Nothing in this Policy limits any mandatory rights available to the customer under applicable law, including the Australian Consumer Law.