Table of Contents
Booking & Payments
- Advance payment (partial or full) is required to confirm any booking — amount varies by service and package
- Remaining balance must be settled as specified in your booking confirmation message
- All payments must be made through secure channels shared by our team (bank transfer, JazzCash, EasyPaisa, etc.); always retain your payment proof
- Prices shown are per person or per night as stated; corrections to any errors will be notified to you before final confirmation
- Your booking is only confirmed once you receive a confirmation message from the Murree Heights team on WhatsApp
- Valid government-issued ID (CNIC or Passport) is required for all guests as mandated by Pakistani hospitality regulations
Service-Specific Rules
Each service we offer has its own specific terms within this overall agreement:
Hotel Room Bookings
- Check-in/check-out times must be respected; late checkout may incur additional charges
- Room occupancy limits apply (double: 2 guests, family/quad: as specified)
- Smoking only in designated outdoor areas; not allowed inside rooms
- Pets not permitted unless pre-approved in writing
- Report any room issues immediately; Murree Heights is not liable for issues reported after checkout
Trip & Tour Packages
- Confirm all inclusions (meals, transport, photography, entry fees) before booking
- Group leaders are responsible for ensuring all members follow guide instructions
- Arrival at departure points on time is mandatory — trips will not be delayed for late arrivals
- Third-party services (chairlifts, national parks) are subject to their own rules
- Murree Heights reserves the right to modify itineraries due to weather or safety concerns
Events & Parties
- Event details, guest count, and requirements must be finalized at least 72 hours before the event
- Additional guests beyond the agreed count may incur extra charges
- Any damage to venue or equipment caused by guests will be charged in full
- Murree Heights is not responsible for personal belongings brought to events
Transport & Car Rental
- Vehicle capacity must not be exceeded; CNIC of primary guest required
- Passengers must follow driver instructions for safety
- Any damage to the vehicle caused by passengers will be charged accordingly
- Pickup location and timing must be confirmed at least 12 hours in advance
Property Dealing
- All property listings are subject to availability and owner confirmation
- Murree Heights acts as a facilitator; final agreements are between buyer/renter and owner
- Legal due diligence remains the responsibility of the buyer/renter
- Commission or service fees apply as agreed in writing before any transaction
General Services
- All services are subject to availability and may require advance booking
- Murree Heights staff decisions regarding safety and conduct are final
- Any custom or bespoke service requests must be confirmed in writing via WhatsApp
Cancellation & Refunds
- Cancellations must be communicated via WhatsApp at +92 317 1766996; verbal requests are not valid
- Refund amounts and timelines depend on the specific package and how far in advance you cancel — details will be in your booking confirmation
- Cancellations within 48 hours of the service date may forfeit the advance payment in full
- Group trip cancellations (10+ people) may have stricter refund rules due to logistics and pre-committed costs
- Force majeure events (severe weather, government restrictions, natural disasters) will result in rescheduling or a full refund
- No-shows without prior cancellation notice will be treated as forfeited bookings with no refund
Refunds are processed within 5–10 business days to the same payment method used. If you have a dispute, contact us within 24 hours of the service date.
Guest Responsibilities & Conduct
- Provide accurate booking details — incorrect information may result in booking cancellation without refund
- Valid ID (CNIC or Passport) is mandatory for all guests 18 years or older at the time of check-in or group departure
- All guests must follow instructions from Murree Heights staff, tour guides, and relevant local authorities
- Guests are responsible for their own belongings — Murree Heights is not liable for loss or theft of personal items
- Check-in/out or departure schedules must be adhered to strictly; late fees or missed arrangements are the guest's responsibility
- Any damages caused to property, vehicles, or equipment by guests will be assessed and charged accordingly
- Personal travel insurance is strongly recommended for all guests, especially for trip and adventure packages
Prohibited Items & Behaviour
Violation of any of the following may result in immediate removal from our services, forfeiture of any payments, and referral to law enforcement.
- Illegal drugs, narcotics, explosives, weapons, or any substance controlled under Pakistani law
- Harassment, bullying, intimidation, sexual misconduct, or threats of any kind toward staff or other guests
- Vandalism, deliberate damage to property, or theft
- Excessive noise, disruptive behaviour, or actions that disturb other guests or residents
- Unauthorized photography or recording of other guests or staff without their consent
- Providing false identity information or impersonating another person
- Attempts to circumvent pricing, policies, or booking systems
- Any activity that violates Pakistani law, local regulations, or Islamic social norms in shared public spaces
Murree Heights will enforce applicable provisions of the Pakistan Penal Code (PPC) and relevant laws where necessary. We reserve the right to deny service to any person without obligation to refund.
Privacy & Media Use
- Your personal data is handled in accordance with our Privacy Policy
- Trip and event photography/videography may be conducted by Murree Heights for promotional use — you will be informed at the start and can opt out by notifying staff
- Any media featuring guests that is used publicly will not include identifying personal information without consent
- Feedback surveys or follow-up messages may be sent after your booking — you may opt out at any time by replying "STOP"
- We do not share your WhatsApp number, email, or personal details with any marketing third parties
Liability & Limitations
- Murree Heights' maximum liability in any dispute is limited to the total service fees paid for that specific booking
- We are not liable for loss, theft, injury, or damage resulting from guest negligence, non-compliance with instructions, or force majeure
- Third-party services (chairlifts, transport operators, external venues) are subject to their own terms and liability policies
- Murree Heights is not liable for itinerary changes due to weather, road closures, government restrictions, or other circumstances beyond our control
- We strongly recommend all guests carry personal travel or medical insurance, especially for outdoor and adventure activities
Enforcement & Governing Law
- Murree Heights reserves the right to cancel bookings, deny service, or remove guests who violate these terms at any time, without obligation to refund
- Severe violations — including threats, violence, drug use, or fraud — will be reported to local authorities under applicable provisions of the PPC and relevant Pakistani law
- These Terms & Conditions are governed by and construed in accordance with the laws of the Islamic Republic of Pakistan
- Any dispute that cannot be resolved directly will be subject to the jurisdiction of courts in Rawalpindi/Islamabad, Punjab, Pakistan
- Murree Heights reserves the right to update these terms at any time; continued use of services constitutes acceptance of the updated terms
Changes to These Terms
We may revise these Terms & Conditions from time to time. When we do, the "Last Updated" date at the top of this page will be revised. For significant changes, we'll announce them via our WhatsApp Channel or social platforms. Continuing to use Murree Heights services after any update means you accept the revised terms.
We treat every guest like family — and family treats each other with respect, honesty, and care. These terms aren't meant to be intimidating; they exist to protect you, our team, and other guests. We hope you never need to reference them, because we hope every experience with Murree Heights is wonderful. Thank you for choosing us!
Thank you, Zulqarnain Sajid — Founder, Murree Heights
Questions about these terms?
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