Terms & Conditions

Crosswalks by OCA creates and conducts research-driven, community-oriented heritage and cultural experiences, including walking tours, storywalks, heritage trails, private experiences, special events and related programmes.

Our experiences may involve visits to public spaces, heritage properties, museums, religious or cultural sites, markets, streets, neighbourhoods, privately owned properties and other locations.

The exact itinerary, duration, meeting point, inclusions, exclusions, age requirements, accessibility information, price and other conditions may vary from one experience to another. The information displayed or communicated for a particular experience forms part of the terms applicable to that booking.

You must provide accurate information when booking or enquiring about an experience.

Unless a particular experience states otherwise:

• Participants under the age of 18 must participate with a parent, legal guardian or another responsible adult authorised to supervise them.
• You are responsible for ensuring that you and any person you book for satisfy the requirements specified for the particular experience.
• Certain experiences may have age, physical-fitness, accessibility or other participation requirements. These will be communicated where applicable.
• If you are booking on behalf of another person or a group, you confirm that you have authority to make the booking and communicate these Terms to all participants.

A booking request does not automatically constitute a confirmed booking.

A booking becomes confirmed only when Crosswalks has accepted the booking and, where applicable, the required payment has been successfully received.

Depending on the experience, bookings may be made through our website, third-party booking platforms, registration forms, direct communication, social-media channels, telephone, messaging services or other channels designated by us.

You are responsible for checking your booking confirmation and ensuring that the date, time, meeting point, number of participants and other booking details are correct.

Please contact us as soon as possible if you identify an error.

Prices are displayed in Indian Rupees (INR), unless expressly stated otherwise.

The applicable price is the price communicated or displayed at the time of booking, subject to obvious errors or changes made before the booking is confirmed.

Depending on the experience, the price may include:

• The guided experience;
• Entry fees to specified venues;
• Materials or refreshments expressly stated as included; or
• Other inclusions expressly identified in the experience description.

Unless expressly stated otherwise, the price does not include personal transportation, food or beverages, purchases, insurance, accommodation, parking, gratuities, personal expenses, or entry fees not specifically identified as included.

Where applicable, taxes, payment-processing charges or platform fees will be disclosed at the time of purchase or in the applicable booking channel.

Some Crosswalks experiences may be booked or paid for through third-party platforms or payment providers.

Where you use a third-party service, that provider may impose additional terms, privacy policies, cancellation rules, payment conditions or fees.

Those third-party terms apply to your use of the third-party service. Where there is a conflict between these Terms and the third party's terms concerning the third-party service itself, the third party's terms may govern that aspect of the transaction.

Crosswalks is not responsible for technical failures or outages of third-party platforms outside our reasonable control.

Cancellation and refund eligibility may differ between experiences.

The cancellation policy displayed on the relevant booking page, booking confirmation, invoice or other written booking communication will apply to that particular booking.

If a separate experience-specific cancellation policy has been communicated, that policy will take precedence over this default policy.

Refunds, where applicable, will ordinarily be made to the original payment method and may take additional time to be processed by the relevant payment provider.

Where operationally feasible, Crosswalks may permit a participant to transfer or reschedule a booking.

Rescheduling is subject to availability and may be subject to an additional fee or other conditions communicated at the time of the request.

A request to reschedule should be made as early as reasonably possible.

Rescheduling is not guaranteed merely because a participant has requested it.

We reserve the right to cancel, postpone, shorten, modify or reschedule an experience where reasonably necessary.

Reasons may include, without limitation:

• Severe weather or unsafe conditions;
• Government restrictions or directions;
• Closure or restricted access to a venue;
• Strikes, public disturbances or transport disruptions;
• Unavailability or illness of essential personnel;
• Failure of a third-party venue or service provider;
• Insufficient registrations;
• Safety concerns;
• Events beyond our reasonable control; or
• Other circumstances that make the originally planned experience impractical or unsafe.

Where Crosswalks cancels an experience before it begins, we will communicate the available options, which may include rescheduling or a refund in accordance with the applicable booking policy.

Where an experience is modified after it has begun because of circumstances beyond our reasonable control, the appropriate remedy, if any, will depend on the circumstances.

Crosswalks does not guarantee that every advertised stop, venue, activity or attraction will remain accessible on the day of an experience.

Heritage and cultural experiences take place in real environments rather than controlled venues.

Accordingly, itineraries may change because of traffic, construction, crowds, ceremonies, public events, weather, venue restrictions, conservation requirements, security requirements, local conditions or other circumstances.

We may substitute a stop, alter the route, change the sequence of activities or modify the duration where reasonably necessary.

We will make reasonable efforts to preserve the character and substance of the experience.

The meeting point and reporting time will be communicated with the relevant experience.

Participants are responsible for reaching the meeting point on time.

We recommend arriving at least 10–15 minutes before the scheduled start time unless otherwise instructed.

The experience may begin at the advertised time even if one or more participants have not arrived.

Our guides may not be able to wait for late participants where doing so would materially affect the experience for the rest of the group.

Missing an experience because of late arrival will ordinarily be treated as a participant no-show and will not automatically entitle the participant to a refund.

Many Crosswalks experiences involve walking for extended periods and may involve:

• Uneven pavements;
• Stairs;
• Narrow lanes;
• Crowded streets;
• Traffic;
• Heat, rain or other weather conditions;
• Heritage structures with limited accessibility;
• Public transport;
• Markets and other busy public spaces; and
• Other conditions characteristic of urban and heritage environments.

Participants are responsible for assessing whether an experience is suitable for their own physical abilities, health, mobility and circumstances.

You should wear appropriate footwear, carry sufficient water where appropriate, follow guide instructions and take reasonable precautions.

If you have a condition or limitation that may affect your ability to participate safely, please contact us before booking so that we can tell you what accessibility information we can reasonably provide.

We aim to make our experiences as inclusive as reasonably possible.

However, many heritage sites and historic neighbourhoods were not designed according to modern accessibility standards.

Accessibility therefore varies considerably between experiences.

If accessibility is important to your participation, please contact us before booking. We will provide the information reasonably available to us about terrain, stairs, entrances, toilets, seating, transport and other relevant features.

We cannot guarantee accessibility where a third-party property, public authority, heritage site or other location controls access or facilities.

Participants must behave respectfully toward guides, staff, residents, property owners, other participants and members of the public.

You must:

• Follow reasonable instructions given by Crosswalks personnel;
• Remain with the group where instructed;
• Respect private property and restricted areas;
• Follow applicable laws and venue rules;
• Avoid behaviour that creates a safety risk;
• Avoid harassment, intimidation, discrimination or abusive conduct;
• Avoid damaging, touching or removing heritage objects or property;
• Obtain appropriate permission before entering restricted areas; and
• Take reasonable care of your own belongings and safety.

Crosswalks may refuse participation or ask a participant to leave an experience where, in our reasonable judgment, the participant's behaviour presents a safety risk, materially disrupts the experience, violates the law, violates venue rules, or adversely affects other participants.

In such circumstances, the participant may not be entitled to a refund.

Participants must not participate while materially impaired by alcohol or drugs.

We may refuse participation where a person's condition or behaviour creates a safety or disruption risk.

Participants must comply with all applicable laws concerning prohibited substances, weapons and other restricted items.

Parents, guardians and accompanying adults remain responsible for children and minors participating in an experience.

Crosswalks does not provide childcare services unless expressly stated otherwise.

Where an experience has an age restriction, that restriction applies even if a parent or guardian is present.

Participants are responsible for their personal belongings.

Crosswalks is not responsible for loss, theft or damage to personal property except to the extent such liability cannot lawfully be excluded.

Participants should avoid bringing valuables that are unnecessary for the experience.

Crosswalks and its representatives may photograph, film or otherwise record experiences for documentation, educational, editorial, promotional or archival purposes.

Where we intend to use identifiable participant images for promotional purposes, we will seek any consent required by applicable law.

Participants should not photograph, film or record guides, participants, residents, private homes, religious activities, heritage objects or other individuals where doing so would reasonably be considered intrusive or prohibited.

Certain venues may have their own photography and recording rules. Those rules must be followed.

If you voluntarily provide photographs, videos, testimonials, reviews, comments or other material to Crosswalks, you grant us a non-exclusive, worldwide, royalty-free licence to reproduce, publish, adapt and display that material for our business, editorial, archival and promotional purposes, subject to applicable law and any specific restrictions agreed with you.

You represent that:

• You own or otherwise have the necessary rights to provide the material;
• The material does not unlawfully infringe another person's rights; and
• You have obtained any permissions required for identifiable individuals appearing in the material where necessary.

You may contact us if you believe material has been used inappropriately or without a required permission.

Unless otherwise stated, the Crosswalks name, branding, logos, website materials, written descriptions, photographs, graphics, videos, tour concepts, original research, maps, presentations, educational materials, audio content and other materials produced or supplied by Crosswalks are owned by or licensed to Crosswalks or its licensors.

You may access and use these materials for your personal, non-commercial purposes in connection with the Services.

You must not, without our prior written permission:

• Copy or reproduce substantial portions of our materials;
• Sell or commercially exploit our content;
• Repackage our research or experiences as your own;
• Systematically scrape or reproduce our website content;
• Create a competing product substantially based on our proprietary materials; or
• Remove copyright, trademark or other proprietary notices.

Nothing in these Terms transfers ownership of Crosswalks intellectual property to you.

Crosswalks creates experiences involving history, heritage, culture, memory and interpretation.

Historical information may be presented through research, archival sources, oral histories, local knowledge, scholarly work and interpretive storytelling.

Where historical evidence is incomplete, disputed or subject to interpretation, our guides may present different perspectives or explain areas of uncertainty.

Historical information is provided for educational and experiential purposes and should not necessarily be understood as a definitive statement on every historical question.

Our experiences may involve third-party museums, heritage properties, restaurants, transport operators, venues, ticketing platforms, payment providers or other service providers.

We do not own or control third-party services.

Their availability, opening hours, rules, facilities, pricing and operations may change independently of Crosswalks.

Where a third party's service is included in an experience, Crosswalks will make reasonable efforts to coordinate it but cannot guarantee matters outside our control.

We make reasonable efforts to deliver the experience described in the applicable booking information.

However, we do not guarantee:

• Particular weather conditions;
• Uninterrupted access to every location;
• The presence of a particular guide, performer, resident or guest;
• The availability of a particular food item or third-party service;
• A specific crowd size;
• Specific photographic opportunities; or
• Any particular emotional, educational or personal outcome.

By participating in an experience, you acknowledge that walking tours and cultural experiences may involve ordinary and foreseeable risks associated with walking through urban areas, interacting with public environments, travelling between locations and visiting heritage or other sites.

You agree to take reasonable care of yourself and follow applicable safety instructions.

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

To the maximum extent permitted by applicable law, Crosswalks will not be responsible for indirect, incidental, special or consequential loss arising from participation in an experience.

This may include loss arising from travel arrangements, accommodation, missed connections, personal schedules, loss of opportunity or other consequential circumstances.

Nothing in these Terms is intended to exclude or limit liability for matters that cannot lawfully be excluded or limited under applicable law, including liability arising from fraud or any other liability that applicable law requires to remain with us.

Where Crosswalks is legally liable for a claim relating to a paid experience, our liability will, to the maximum extent permitted by applicable law, be limited to the amount actually paid by the affected participant for the relevant experience, except where a different limitation is prohibited by law.

Crosswalks does not ordinarily provide travel insurance, medical insurance, accident insurance or personal-property insurance.

Participants are responsible for obtaining any insurance they consider appropriate for their circumstances.

Participants are also responsible for arranging transportation to and from meeting points unless said transportation is expressly included in the experience.

Crosswalks will not be liable for failure or delay caused by circumstances beyond our reasonable control.

These circumstances may include natural disasters, extreme weather, epidemics or pandemics, government action, civil unrest, strikes, transport disruption, venue closure, utility failure, technical failures, public emergencies, acts of third parties and other comparable events.

Where reasonably possible, we will communicate material changes to affected participants and provide available alternatives.

We may collect and process personal information necessary to operate our Services, process bookings, communicate with participants, provide customer support, maintain records and comply with legal obligations.

Personal information will be handled in accordance with our Privacy Policy, which should be read together with these Terms.

Where third-party booking, payment, communication or technology providers are used, information may also be processed by those providers in accordance with their own policies.

By making an enquiry or booking, you agree that Crosswalks may contact you regarding:

• Your booking;
• Changes to an experience;
• Meeting-point information;
• Safety or operational notices;
• Payment or administrative matters; and
• Customer support.

Where applicable and subject to consent requirements under law, we may separately communicate promotional information.

You may opt out of promotional communications without affecting essential booking communications.

We endeavour to keep experience descriptions, prices, dates, meeting points and other information accurate.

However, errors may occasionally occur.

We reserve the right to correct obvious errors and, where appropriate, communicate material changes before the relevant experience.

If an error materially affects a confirmed booking, we will communicate the available options to the affected participant.

If you have a concern about an experience, please contact Crosswalks as soon as reasonably possible.

Where an issue occurs during an experience, participants should raise it with the guide or designated Crosswalks representative at the earliest practical opportunity so that we have a reasonable opportunity to address it.

These Terms are governed by the laws of India.

Subject to any mandatory rights or remedies available to consumers under applicable law, disputes arising from these Terms or the Services shall be subject to the jurisdiction of the courts and competent authorities having jurisdiction over Kolkata, West Bengal.

Nothing in this clause is intended to deprive a consumer of any mandatory right or remedy available under applicable consumer-protection law.

Nothing in these Terms is intended to restrict any statutory rights that cannot lawfully be waived or excluded.

Where applicable law gives you rights or remedies that conflict with a provision of these Terms, those statutory rights and remedies will prevail to the extent required by law.

We may update these Terms from time to time.

The updated version will be published through the relevant Crosswalks website or other official channel and will include a revised “Last Updated” date.

Changes will generally apply prospectively.

For a confirmed booking, the terms applicable at the time of confirmation will ordinarily govern that booking, unless a change is required by law or is necessary to address a material operational or safety issue.

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be interpreted or modified to the minimum extent necessary to make it enforceable, where legally possible.

The remaining provisions will continue in full force and effect.

If Crosswalks does not immediately enforce a provision of these Terms, that does not constitute a waiver of our right to enforce that provision later.

These Terms, together with the applicable booking information, experience-specific conditions, Privacy Policy and any other terms expressly incorporated into the booking, constitute the agreement between you and Crosswalks concerning the relevant Services.

If there is a conflict between these Terms and an experience-specific written booking condition, the experience-specific condition will govern the relevant experience.

For questions about these Terms, bookings or our Services, please contact: