Cancellation and Refund Policy
Introduction
This Cancellation and Refund Policy outlines the terms and conditions for canceling bookings and requesting refunds for services booked through Musaafar Tourism LLC. Please read this policy carefully before making any reservations as it forms part of your booking terms.
Effective Date: October 2025
Last Updated: October 2025
Tour packages cancellation policy
Standard Tour Package Cancellations
- More than 60 days before departure: Forfeit deposit only (25% of total cost)
- 31-60 days before departure: 50% of total tour cost
- 15-30 days before departure: 75% of total tour cost
- Less than 15 days before departure: 100% of total tour cost (no refund)
Premium and Luxury Tour Cancellations
- More than 90 days before departure: Forfeit deposit only (30% of total cost)
- 61-90 days before departure: 40% of total tour cost
- 31-60 days before departure: 60% of total tour cost
- 15-30 days before departure: 85% of total tour cost
- Less than 15 days before departure: 100% of total tour cost (no refund)
Flight booking cancellations
Domestic Flights
- Cancellation fees as per airline policies plus AED 150 administrative charge
- Most domestic tickets allow cancellation up to 4 hours before departure
- No-show results in complete ticket forfeiture
International Flights
- Cancellation fees vary by airline, route, and fare type.
- Economy tickets typically allow cancellation with penalties.
- Business and First class tickets offer more flexible cancellation terms.
- Administrative charge of AED 200 applies to all flight cancellations.
Hotel booking cancellations
Standard Hotel Reservations
- More than 72 hours before check-in: Full refund minus AED 100 processing fee
- 24-72 hours before check-in: One night penalty charge
- Less than 24 hours before check-in: Full booking amount charged
- No-show: 100% charges apply
Non-Refundable Hotel Rates
- No refunds available regardless of cancellation timing
- Changes not permitted once booking is confirmed
Visa service cancellations
Application Stage
- Before document submission: 80% refund (20% processing fee retained)
- After document submission: 50% refund
- After embassy/consulate submission: No refund available
Processing Stage
- Applications under review: No refund available
- Embassy fees are non-refundable in all cases
- Service fees may be partially refunded at discretion
Attraction tickets and experiences
Advance Purchase Tickets
- More than 48 hours before date: Full refund minus AED 50 processing fee
- 24-48 hours before date: 50% refund
- Less than 24 hours before date: No refund
Same-Day Bookings
- No cancellations or refunds permitted
- Tickets are valid for specified date only
Refund processing procedures
Refund Methods
- Refunds processed to original payment method within 7-14 business days
- Credit card refunds may take additional 5-10 business days to appear
- Bank transfer refunds require valid banking information and may incur transfer fees
Processing Timeline
- Refund requests reviewed within 2 business days of receipt
- Complete refund processing within 21 days of approval
- Complex cases requiring supplier coordination may take up to 45 days
Modification policies
Tour Package Modifications
- Changes permitted subject to availability and supplier terms
- Modification fee of AED 300 per person applies
- Price differences apply for upgraded services
- Major changes may be treated as cancellations
Booking Changes
- Name changes: AED 200 fee plus any supplier charges
- Date changes: Subject to availability and fare/rate differences
- Destination changes: Treated as new booking with cancellation charges
Special circumstances
Medical Emergencies
- Cancellations due to serious illness may qualify for reduced penalties
- Medical certificate from registered physician required
- Travel insurance claims should be pursued for full protection
Force Majeure Events
- Natural disasters, government restrictions, or safety concerns
- Full refunds or alternative arrangements provided when we cannot deliver services
- Client-initiated cancellations due to travel advisories subject to standard terms
Group booking cancellations
Groups of 10+ Passengers
- Special cancellation terms apply based on group contract
- Progressive penalty structure based on group size and advance notice
- Individual passenger cancellations from confirmed groups subject to group terms
Non-refundable services
The following services are non-refundable once confirmed:
- Visa application fees paid to embassies/consulates
- Special event tickets (concerts, festivals, shows)
- Non-refundable airline tickets and hotel rates
- Custom-designed private tours once arrangements are confirmed
Travel insurance recommendations
We strongly recommend purchasing comprehensive travel insurance to protect against:
- Trip cancellation and interruption
- Medical emergencies during travel
- Baggage loss or delay
- Flight delays and missed connections
Travel insurance can provide coverage beyond our standard cancellation terms.
How to request cancellations
Required Information
- Booking reference number
- Lead passenger name and contact details
- Reason for cancellation
- Preferred refund method
Submission Methods
- Email: cancellations@musaafar.com
- Written notice with original signature
- In-person at our Dubai office during business hours
Processing Requirements
- Cancellation requests must come from the lead booker
- All requests require written confirmation
- Verbal cancellations are not accepted
Contact information
For cancellation requests and refund inquiries:
Customer Service Department
Email: cancellations@musaafar.com
Phone: +971-XX-XXXX-XXXX
Office Hours: Sunday-Thursday, 9:00 AM – 6:00 PM GST
Address: [Complete UAE business address]