At Aliah Tours, we are committed to providing our Clients with a smooth, transparent, and reliable booking experience. Cancellation, modification, and refund conditions may vary depending on the type of travel service booked and the terms and conditions of the relevant travel service provider. Accordingly, Clients are advised to review this Policy carefully before confirming any booking.
1. Cancellation Policy
- Clients may request cancellation of a booking prior to the scheduled travel service date, subject to the terms and conditions of the relevant travel service provider, including airlines, hotels, transportation companies, tour operators, and activity providers.
- Certain bookings, promotional offers, special fares, or discounted rates may be wholly or partially non-cancellable and non-refundable, depending on the conditions specified by the service provider at the time of booking.
- Refund eligibility and applicable cancellation charges may vary depending on:
- The type of travel service booked.
- The date and time the cancellation request is submitted.
- The cancellation policy of the relevant service provider.
- Any applicable government fees, taxes, or regulatory charges.
- In general, the earlier a cancellation request is submitted prior to the scheduled service date, the greater the possibility of receiving a higher refund amount, subject to the policies of the relevant service provider.
- Aliah Tours shall not be obligated to refund any amounts that have already been collected and remitted to a travel service provider where the applicable booking conditions specify that such amounts are non-refundable.
- Cancellation requests may be subject to an administrative fee of up to SAR 50 per traveler, in addition to any charges, penalties, supplier fees, or cancellation costs imposed by the relevant travel service provider.
- For group bookings consisting of more than five (5) travelers, administrative fees charged by Aliah Tours shall be capped at the equivalent of the fees applicable to five travelers only, unless the relevant travel service provider imposes additional charges that are separate from Aliah Tours' administrative fees.
2. Modification Policy
- Clients may request modifications to their bookings prior to the commencement of the travel service, provided that the relevant service provider permits such modifications.
- Booking modifications may be subject to fare differences, rate adjustments, or additional charges imposed by airlines, hotels, transportation providers, or other travel suppliers.
- Requests to amend travel dates, itineraries, traveler names, accommodation arrangements, or additional services are subject to availability at the time the request is submitted.
- Aliah Tours does not guarantee that booking modifications will be possible after a reservation has been confirmed, as all modifications remain subject to the policies and availability of the relevant travel service provider.
- Modification requests may be subject to an administrative fee of up to SAR 50 per traveler, in addition to any fare differences, supplier charges, or fees imposed by the relevant service provider.
- For group bookings consisting of more than five (5) travelers, administrative fees charged by Aliah Tours shall be capped at the equivalent of the fees applicable to five travelers only, unless the relevant service provider imposes additional charges separate from Aliah Tours' administrative fees.
3. Refund
- Refund requests shall be evaluated in accordance with the cancellation and refund policy of the relevant travel service provider.
- Where a refund is approved, any non-refundable charges, penalties, supplier fees, or administrative costs shall be deducted from the refundable amount.
- Approved refunds will be processed using the original payment method used at the time of booking whenever reasonably possible.
- Refund processing procedures will commence once the request has been received and reviewed by the Aliah Tours team.
- Review and processing of refund requests may take up to two (2) business days, while the refunded amount may take approximately three (3) to seven (7) business days to appear in the Client's account, depending on the processing times of the bank or payment service provider.
4. Non-Refundable Services
Certain travel services may be wholly or partially non-refundable, including but not limited to:
- Certain promotional or economy-class airline tickets.
- Hotel reservations booked under special, discounted, or promotional rates.
- Seasonal tour packages, promotions, or special offers.
- Travel services that have already commenced or have been partially or fully utilized.
- Any service expressly designated as non-refundable by the relevant service provider.
5. Cancellation by the Service Provider
- In the event that a travel service is cancelled by an airline, hotel, transportation provider, tour operator, or any other service provider, refund or compensation requests shall be handled in accordance with the provider's applicable policies.
- Aliah Tours shall make reasonable efforts to assist the Client in communicating with the relevant service provider and facilitating the necessary procedures.
- Aliah Tours shall not be responsible for any compensation decisions, refund outcomes, approvals, or rejections made by the relevant service provider.
6. Traveler Information and Responsibilities
- The Client is solely responsible for ensuring the accuracy of all information provided during the booking process, including traveler names, identification numbers, passport details, dates of birth, and contact information.
- Providing inaccurate or incomplete information may result in amendment fees, cancellation charges, denial of travel, or refusal of service by the relevant provider, and any resulting costs shall be borne by the Client.
- The Client is responsible for ensuring the validity of passports, visas, travel permits, and any regulatory requirements applicable to the intended trip prior to departure.
7. Exceptional Circumstances and Force Majeure
In the event of exceptional circumstances or force majeure events beyond reasonable control, including but not limited to natural disasters, pandemics, governmental actions, border closures, travel restrictions, flight suspensions, severe weather conditions, or similar events, cancellation, modification, and refund requests shall be handled in accordance with applicable laws, regulations, and the policies of the relevant travel service providers in effect at that time.
8. Contacting Us Regarding Cancellations, Modifications, or Refunds
- All cancellation, modification, and refund requests must be submitted through the official communication channels approved by Aliah Tours.
- Clients are required to provide their booking reference number and any information reasonably required for processing the request.
- The execution of any cancellation, modification, or refund request remains subject to review by the relevant service provider and verification of compliance with the applicable booking conditions.
Aliah Tours reserves the right to amend or update this Policy at any time to reflect operational requirements, regulatory changes, or updates introduced by travel service providers. Any amendments shall become effective upon publication on the Platform.