Refund Policy

Last updated: 27 October 2026

1. General principle

Refunds depend on the service provider’s rules (airline, hotel, government authority) and when the cancellation is requested. The refund conditions for each booking are communicated to the customer in writing before payment.

2. Refundable cases

Cancellation before the booking is issued/confirmed by the provider: full refund less payment-gateway fees, if any (stated before confirmation in your quote).
Service cannot be delivered by us or the provider: full refund or an equivalent alternative, at the customer’s choice.
Refundable bookings under provider rules: the amount returned by the provider less a service fee stated before confirmation in your quote.

3. Non-refundable cases

Tickets and rates classified as non-refundable by the provider.
Government visa fees once the application is submitted, including if refused.
No-show or partial use of a service.
Company service fees after the booking is executed, as stated before confirmation in your quote.

4. Method and timing

Refunds are made to the same card used for payment via Paymob within the period stated before confirmation in your quote (and within the statutory limits) (your bank may take additional time to show it). No cash refunds or refunds to third-party accounts.

5. How to request

Email info@altejwaal.com with your booking number and reason; we respond as soon as possible.