In an emergency, activate the SOS alert on your Tracer device — HGN's team is notified immediately. If you cannot activate the device, call HGN's 24/7 emergency support number directly (available on your policy document and the HGN platform). Emergency rescue services operate 24 hours a day, every day of the year.

Yes. HGN's support team is available for pre-trek advice, plan selection, device setup, and claims assistance via phone, WhatsApp, and the HGN platform. Office hours at HGN's Thamel location are available for in-person support. Response times for non-emergency queries are typically within a few hours during business hours.

Have your basic personal details and a clear description of your situation (location, trek details, and issue) ready so HGN can assist you quickly. In an emergency, your GPS coordinates are automatically shared via the Tracer device SOS button.

Yes. HGN operates a comprehensive digital platform where trekkers can register, view their policy, monitor GPS device status, access emergency contacts, and share their live tracking link with family. The platform is accessible via web browser and is optimised for mobile use.

HGN's main office is located at Chhaya Center, Thamel, Kathmandu — the heart of Nepal's trekking hub. You are welcome to visit for a consultation or to pick up your Tracer device. Online purchase and remote support are also available.