Refund Policy

This Refund Policy governs (i) booking cancellations and modifications, (ii) refund eligibility and calculation, (iii) refund processing timelines, and (iv) dispute resolution for services booked through the Platform. The specific terms displayed at the time of booking shall prevail over this general policy in case of any discrepancy.

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.