Travel and Tourism Agency – Kingdom of Saudi Arabia
This Cancellation and Refund Policy (“Policy”) governs all travel
related services provided by the Agency, including but not limited to
airline ticketing, hotel reservations, tour packages, transportation
services, and ancillary travel arrangements.
This Policy is issued pursuant to the applicable laws and regulations
of the Kingdom of Saudi Arabia, including the directives of the
Ministry of Tourism, the General Authority of Civil Aviation (GACA),
and the terms and conditions of airlines, hotels, and service
providers (“Suppliers”).
The Agency acts solely as an intermediary between the Customer and the
Suppliers.
All bookings, cancellations, amendments, and refunds are subject to
the contractual terms imposed by the relevant Supplier.
The Agency does not assume liability for decisions, penalties, or
refund amounts determined by Suppliers.
3.1 Governing Rules
• Airline tickets are governed exclusively by the fare rules and
conditions of carriage of the issuing airline.
• The Agency has no authority to modify, waive, or override airline
imposed penalties or refund restrictions.
3.2 Refundable Tickets
• Refunds shall be issued in accordance with the applicable fare
rules.
• Airline penalties, taxes, and administrative charges shall be
deducted from the refundable amount.
• The Agency’s service fees are non refundable under all
circumstances.
3.3 Non Refundable Tickets
• The fare component of non refundable tickets is strictly non
refundable.
• Refund of government taxes or airport charges may be permitted
subject to airline policy.
3.4 No Show Provisions
• Failure to cancel a booking prior to the scheduled departure time
constitutes a no show.
• No show penalties shall apply as determined by the airline and may
result in forfeiture of the entire ticket value.
3.5 Processing Time
• Refunds shall be processed only after the airline releases the
refundable amount to the Agency.
• Standard processing time ranges from 7 to 30 business days, subject
to airline procedures and payment method.
4.1 Supplier Terms
• All cancellations and refunds relating to hotels, tours,
transportation, and ground services are governed by the Supplier’s
terms and conditions.
• The Agency shall not be held liable for Supplier imposed penalties
or non refundable bookings.
4.2 Cancellation Windows
• Free cancellation, partial refunds, or full penalties shall apply
strictly in accordance with the Supplier’s cancellation schedule.
• Certain reservations, including promotional or discounted rates, may
be entirely non refundable.
4.3 Refund Processing
• Refunds shall be issued only after the Supplier confirms the
refundable amount.
• Processing time typically ranges from 7 to 21 business days,
depending on the Supplier.
• All Agency service fees, including but not limited to ticket
issuance, booking management, consultation, visa processing, itinerary
design, and administrative charges, are non refundable.
• Deposits collected by the Agency may be designated as non refundable
once services are confirmed or issued.
The Customer acknowledges and agrees to the following obligations:
• To review all fare rules, cancellation terms, and refund conditions
prior to confirming any booking.
• To provide accurate personal and travel information.
• To initiate cancellations prior to the applicable deadlines to avoid
no show penalties.
• To comply with all travel requirements, including visas, health
regulations, and documentation.
In the event of circumstances beyond the control of the Agency or the Supplier, including but not limited to natural disasters, government restrictions, pandemics, operational disruptions, or other force majeure events, refunds or rebooking options shall be governed by the policies and directives issued by the relevant Suppliers and competent Saudi authorities.
The Agency shall not be liable for:
• Any financial loss arising from Supplier penalties or non refundable
bookings.
• Delays in refund processing attributable to Suppliers or payment
processors.
• Changes in travel schedules, cancellations, or operational decisions
made by airlines or other Suppliers.
Any dispute arising from the interpretation or implementation of this
Policy shall be resolved in accordance with the regulations of the
Ministry of Tourism and the applicable laws of the Kingdom of Saudi
Arabia.
Customers may escalate unresolved complaints to the Tourism Contact
Center (930).
By proceeding with any booking through the Agency, the Customer acknowledges that they have read, understood, and agreed to be bound by the terms of this Policy.
