Terms and Conditions
TERMS OF SERVICE
These Terms of Service (“Terms”) constitute the terms and conditions between you and Otithi. By accessing or using the Otithi website, mobile application, or booking any tour or experience through the platform (collectively the “Otithi Platform”, you agree to be bound by these Terms and Conditions. For the purposes of these Terms, references to “Otithi,” “we,” “us,” or “our” mean the Otithi entity with whom you are availing the services.
A. Booking Policy
A.1 Sign-Up
To book a tour with Otithi, please complete your sign-up/registration by requesting a tour on our website.
We request that all consumers provide accurate personal details, including full name, mobile number, email id, passport/NID information, dietary requirements, medical conditions, and emergency contacts.
If children will be accompanying you on the tour, kindly inform us and provide full details.
Any changes to activities, facilities or participant details must be communicated at least 4 days before the scheduled trip date.
All booking details, including itinerary, inclusions, exclusions, pricing, cancellation rules, and special requirements, will be displayed before checkout.
For any inquiries or assistance, feel free to contact us through any of our contact addresses provided such as through direct calls to 09610 800 700 / +880 1332-550542, WhatsApp, or our social media channels. We are always here to assist you.
We are committed to providing a satisfactory experience for all our consumers. Please share any preferences or customisation requests, and we will do our best to accommodate them.
For any customisation, provide your requirements and our team will design a customised itinerary exclusively for you and share the price with you. If you wish to customise it in the second phase, then you are requested to book a customisation slot by paying 5% of the communicated package price. Upon receiving this payment Otithi team shall proceed with further customisation for you.
The customisation fee shall be waved if the tour is availed.
Our packages are available for individual, couple, family and group trips.
Please note that you may be accompanied by other travelers participating in the same experience or local travelers who have booked for the same period.
A.2 Booking
Once you sign up, a detailed itinerary based on your selected package will be shared to your email within 48 hours.
Please note that trip itineraries, activities, and facilities may vary depending on the package chosen. All relevant details will be provided within the stated timeline.
If you would like to make any changes or customisations after booking, please contact us, and we will gladly assist you.When you receive the booking confirmation, a ‘reservation’ is formed directly between you and Otithi. By making a reservation, you agree to these Terms and Conditions, the cancellation policy, and all other applicable rules disclosed during booking. It is advisable to read and confirm these requirements prior to booking a tour with us.
By booking a tour, you agree to pay the package price, applicable fees, taxes, and any other charges shown during checkout. If you pay in a different currency, prices are converted using Bangladesh bank’s exchange rate at the time of payment. Banks or payment providers may apply additional fees, which are not controlled by Otithi. Any eligible refunds will be processed in the original currency and may vary due to exchange rate changes.
Any refunds, if applicable under the cancellation policy, will be processed in accordance with the stated refund terms and in the original booking currency. Refund amounts may vary due to exchange rate fluctuations or third-party charges beyond Otithi’s control.
B. Package Pricing and Discount Policy
Otithi’s package prices are designed to offer a complete community tourism experience, and generally include accommodation, meals, local tour guides, internal transportation at the destination, all relevant entry fees, and curated cultural or nature-based activities, unless otherwise stated.
Package Pricing:
Package prices vary based on the travel type, occupancy model, room category, and group size you choose on Otithi tours. Otithi offers the following pricing structures:
Solo Travel:
Consumers who prefer to plan a trip independently may opt for a Solo Travel Package. Under this option, the full package cost will be borne by the individual consumer and will be reflected in the applicable solo travel rate. This solo travel option is applicable only if no other Otithi consumers have booked the same trip on the selected date and destination.Single Occupancy:
An individual consumer from a group of more than two who prefers to stay alone may opt for a Single Occupancy Package. Under this option, the full accommodation cost will be borne by the individual and will be reflected in the applicable single occupancy rate. All other shared costs of the trip will be distributed among the accompanied group members accordingly.
Double Occupancy:
Consumers opting to share a couple/twin sharing room with accompanying travelers will be charged a reduced package rate, as the accommodation cost is shared between two individuals. This results in a lower price compared to the solo travel or single occupancy package. All other shared costs of the trip will be distributed among the group members accordingly.Couple Package:
Couple Packages are designed exclusively for two travelers, where the total package price is quoted for the couple as a whole. This differs from Otithi’s other packages, where prices are typically shown on a per-person basis. These Couple Packages are generally offered at a discounted rate.
Please note that as Couple Packages are already offered at a discounted rate, the child policy applicable to these packages differs from Otithi’s regular child policy. Depending on the accommodation type, destination, and the child’s age, the applicable package price for the child may vary.Group of 6 or more:
Otithi offers special packaging for group bookings. These group rates apply to specific tours when you sign up as a group where the minimum number of consumers are 6 or more. Group rates are applied to twin sharing occupancy models. Otithi reserves the right to revise, amend, or update the group size and package pricing at any time, based on operational needs or other considerations. Any such changes will be communicated to consumers in advance.
Pricing for Children
A maximum of (1) child can be accommodated with maximum two (2) adults in a couple or double occupancy room. Pricing varies by age:
Here is the breakdown of the pricing structure:
Ages 5 and below: Full complementary
Ages 6 to 10: 30% of the total price.
Ages 11 to 14: 60% of the total price.
Ages 15 and above: Full price
Please note that this pricing structure is applicable only when one child is sharing a room with two adults. In cases where there are more than one child, or where additional transportation, accommodation, or meals are required, the package price for the child(ren) may vary depending on the destination, accommodation option, and selected Otithi package.
Discount Policy and Cross-Discount Products
Otithi offers promotional discounts on selected packages, which may vary based on availability and ongoing campaigns.
Otithi may offer discounts on card payments, EMI purchases, occasional package promotions, BRAC employee bookings, and corporate deals.
Discounts offered through our partners (e.g. accommodation or payment partners) are subject to the terms and conditions of the respective partner.
To avail of the BRAC employee discount, verification is required by providing a valid BRAC identification number and NID.
Eligible discounts will be applied automatically at checkout when criteria are met (e.g. verified promo code, group size, or membership status). Proof of eligibility must be provided where applicable. Discounts cannot be applied retroactively, and on promotional packages, or customised itineraries.
Discount amounts (thresholds) may vary depending on the selected package and group size.
Discounts are generally non-stackable unless specifically stated. Only one primary discount may be applied per booking unless otherwise specified.
Discounts will be applied to the package price before making the payment.
Discounts are not applicable on EMI payment unless otherwise stated.
Child policy shall not be applicable on discounted packages unless otherwise stated.
C. Payment and EMI Policy
C.1 Tour Payment
Completing payments is a pre-condition to enjoy the tour with Otithi. Payments may be made by either credit/debit card (VISA, MasterCard), through direct bank transfer, or through mobile banking services. Any applicable transaction fees (including international transfer fees or card charges) shall be deducted as per the applicable laws and rules of the country. Payments made in BDT or USD, as accepted by Otithi shall be subject to exchange rate fluctuations. Upon signing up, you will receive a booking confirmation email within 48 hours in your registered email address. To proceed, please respond to the email as instructed. The advance payment must be completed within 24 hours of receiving the payment details. The advance payment constitutes part consideration for securing the booking and related arrangements. Once the payment is made, kindly share the transaction history, a copy of your NID or passport, and any other required information within the specified timeline. Failure to do so may result in the cancellation of your booking.
Standard package prices are listed on our website. For customised packages, our team will reach out to you with a proposed price, which will be confirmed upon agreement. Please note that, for any request to customise a trip itinerary, a customisation fee of 5% will be applied to the total package price.
To confirm your booking, full payment for the package must be made via card, bank transfer or mobile banking before 7 days of your trip.
C.2 TAX and VAT charges
Taxes shall be deducted as per the applicable laws of the country.
Depending on the laws of the jurisdiction involved, VAT may be applicable to the above package prices. The final amount is VAT inclusive.
We reserve the right to change our package prices at any time, and any changes will be made in accordance with our Terms of Service.
C.3 EMI Policy:
EMI facilities are available only on credit cards issued by Otithi’s supported partner banks.
EMI tenures are offered for specified durations (3, 6, 9, or 12 months), and applicable EMI charges will apply accordingly.
EMI rates and related charges may vary depending on the issuing bank and any ongoing promotional offers.
Partner banks may maintain their own procedures and policies for processing EMI transactions. Consumers must strictly comply with the terms and conditions of their respective card-issuing bank throughout the EMI tenure.
The maximum eligible purchase amount for EMI will be subject to the available credit limit of the cardholder. The first installment will be charged by the issuing bank as per its billing cycle.
The minimum purchase amount to avail EMI is BDT 5,000/-. There is no maximum purchase limit set by Otithi; however, eligibility will depend on the cardholder’s available credit limit.
EMI facilities will not be applicable to discounted packages unless explicitly stated otherwise by Otithi.
EMI facilities are not applicable to standalone flight tickets or additional transportation bookings.
If additional transportation is included as part of a complete Otithi package, EMI may be availed on the total package value, subject to eligibility.
Under no circumstances shall EMI be applicable to flight ticket purchases.
Otithi and/or its partner banks reserve the right to amend EMI terms, conditions, rates, or applicable charges at any time without prior notice.
EMI-related charges, including processing fees and interest, are non-refundable in the event of cancellation by either party.
C.4 Flight Payment
We can assist you with booking your flight through our airline partners. To begin the process, kindly provide the number of passengers, along with their contact details, passport/NID numbers and preferred arrival and departure dates. Once we have this information, we will send you a quotation for the flight tickets.
Upon confirmation, we will send you the account details to complete the payment for the flight ticket. Once the payment is received, we will finalise the booking and send you the ticket via email.
Othithi’s scope is limited to the booking of the flight only. All payment packages, rates and service related responsibility are to be borne by the airline partner.
C.5 Other Transportation
We can assist you with booking additional transportation for travelling and departing from our Otithi destinations. This cost is not included in the package and varies based on the destination and package you choose. To begin the process, kindly provide the number of passengers and preferred arrival and departure dates. Once we have this information, we will send you a quotation for the additional transportation.
Upon confirmation, we will send you the account details to complete the payment. Once the payment is received, we will finalise the booking and send you the car details.
This service is subject to availability, and requests must be made at least 7 days prior to the trip to ensure a seamless experience.
For children under 5 years shall be applicable to no charge for additional transportation.
When travelling with children you are requested to inform team Otithi so that we can confirm seat availability and apply the correct fare.
D. Cancellation and Refund
Cancellation terms vary depending on the tour, experience, and host.
D.1 Cancellation by consumer/Customer
To cancel a booking, the customer must submit a written cancellation request by email to otithi.support@brac.net, clearly stating the reason for cancellation. The date and time of receipt of this email will be treated as the official cancellation date.
Otithi will acknowledge and respond to duly submitted cancellation requests within 48 hours, including information on any applicable refund.
Once a refund is approved and processed, the refunded amount will be credited to the customer’s account within thirty (30) working days from the date of approval. Refund processing timelines may vary depending on banks or payment service providers.
Refunds will be calculated based on the date the written cancellation request is received, as follows:
Failure to attend the tour without prior written cancellation in accordance with this policy shall be treated as a no-show, and no refund shall be applicable.
Cancellation requests made through social media (including inbox messages), WhatsApp, phone calls, or direct communication with any team member will not be accepted as a valid cancellation of the booking.
D.2 Cancellation by Otithi
Otithi reserves the right to cancel or reschedule a tour due to the unavailability of community stakeholders or unforeseen circumstances, including, but not limited to, natural disasters, civil unrest, safety or security concerns.
In case the reservation/booking is cancelled/rescheduled by Otithi, the customers shall be informed immediately via email.
In the event of cancellation by Otithi, participants will be offered the option to reschedule the tour at no additional cost.
If rescheduling is not feasible for the participant, the full amount paid will be refunded in accordance with Otithi’s refund processing timeline.
In the event of cancellation, the customer shall not be entitled to receive any amount beyond the advance payment already made.
E. Consumer Safety and Community Risk Acknowledgement
Otithi is committed to prioritising the safety, security, and well-being of all consumers during their travel experiences. We work closely with local communities, partners, and stakeholders to ensure that appropriate safety measures are in place throughout the journey.
However, consumers acknowledge that Otithi’s tours take place within community settings and natural environments, where certain circumstances may arise that are beyond Otithi’s reasonable control. Such circumstances may include, but are not limited to, local disputes, sudden community restrictions, law and order situations, political unrest, public disorder, natural events, transportation disruptions, or other unforeseen incidents.
In the event of any such unforeseen or uncontrollable situation, Otithi will make reasonable efforts to mitigate risks, provide alternative arrangements where feasible, and prioritise consumer safety. However, Otithi shall not be held liable for any loss, injury, delay, damage, inconvenience, or additional costs arising from events beyond its reasonable control.
By participating in an Otithi experience, consumers acknowledge and accept the inherent risks associated with community-based and nature-based tourism activities.
F. Feedback Process
F.1 consumers may submit feedback/comment/review/complaints using any of the following channels:
Feedback form (recommended):
consumers will be provided with a feedback form at the end of the trip. They can provide their feedback through the form accordingly.Digital feedback form:
consumers will be provided with a google form which they can fill out after the completion of the trip.
Website:
Consumers can visit otithi.brac.net and leave their feedback there.
Email:
Post to the trip, consumers can share their feedback to otithi.support@brac.net
For any further feedback/complaints you can also reach out to us at:
📧 Email: otithi.support@brac.net
📞 Phone: +880 1332-550542
📍 Address: BRAC Tower, 65 Mohakhali, Dhaka, 1212
The submission should include:
booking reference number;
name and contact details of the complainant;
description of the issue;
relevant supporting documents (if any).
F.2 Feedback Handling Process
Acknowledgement
Otithi will acknowledge receipt of a feedback/complaint within forty-eight (48) hours of submission.
Review & Resolution
Otithi will review the feedback, coordinate with the relevant host or service provider where applicable, and seek to resolve the issue within a reasonable timeframe, depending on the nature of the feedback.
Communication
Consumers will be informed of the status and outcome of their feedback via email or other appropriate communication channels.
