Definitions
- Platform — the booking system acting as an intermediary for travel services.
- Booking — a reservation or purchase of accommodation and/or ancillary services (transfers, excursions, flights, insurance) made through the Platform.
- Service — accommodation, transfer, excursion or ticket, flight, insurance, or other travel-related service.
- Rate — the price of a Service together with its applicable rules (refundable or non-refundable, deadlines, penalties, etc.).
- Free Cancellation Period — the period during which cancellation is allowed without penalty, if provided by the applicable Rate.
- No-show — failure of the traveler to use the booked Service in accordance with its rules.
- Refund — the return of paid funds to the original payment method, subject to legal and payment provider requirements.
General Provisions
- By completing a booking, you confirm that you have reviewed and accepted the applicable Rate and Service rules displayed at checkout.
- If the specific booking terms conflict with this Policy, the booking-specific terms shall apply.
- Certain Rates may include non-refundable components which are not subject to refund even where cancellation is otherwise permitted.
- Partial cancellations or modifications may be treated as full cancellations and subject to the same penalties.
- Bank fees, card issuer charges, and currency exchange differences are determined by your financial institution and are not refundable.
Hotel Bookings
- Refunds may be permitted if cancellation is made within the Free Cancellation Period or if the selected Rate is marked as refundable.
- No refunds are issued for non-refundable Rates, no-shows, or cancellations made after the applicable deadline.
- Where permitted, refunds are calculated in accordance with the hotel’s rules and may be reduced by penalties, non-refundable fees, or the value of services already rendered.
Transfers and Excursions
- Transfers, excursions, tickets, and similar services are subject to their own specific terms, which may differ from hotel policies.
- Refunds are allowed only where expressly permitted by the applicable Service conditions.
- Typically, refunds are not available for late cancellations, no-shows, promotional tickets, or time-slot-based or named-entry services.
Flights (flydubai)
- Flight refunds, changes, name corrections, baggage rules, and no-show conditions are governed exclusively by the airline’s fare rules.
- You are required to review the applicable flydubai fare conditions via the link provided on the Platform prior to payment.
- Where permitted, refunds can be processed only after the airline has refunded the Platform, and within the limits of the selected fare.
Travel Insurance
- Insurance premiums are non-refundable regardless of subsequent booking cancellation, modification, or non-use.
- Coverage, exclusions, and claim procedures are governed solely by the insurance policy terms made available on the Platform.
Requests and Processing Timelines
- Cancellation or refund requests must be submitted via the cancellation link in the confirmation email or by contacting support.
- Initial request review is typically completed within 48 hours.
- Approved refunds are processed by financial institutions within approximately 5–15 business days.
Disputes and Liability
- In case of disagreement regarding refund eligibility or calculation, you should first contact Platform support with written justification.
- Initiating a chargeback may result in transaction suspension and extended review timelines.
- The Platform is not liable for bank fees, exchange rate differences, or limitations imposed by third-party Service providers, to the extent permitted by law.
Our support team is available to assist with refund and cancellation inquiries based on the specific terms applicable to each booking.