At Al Shams Travels, we are committed to providing transparent and customer-friendly refund terms. This policy outlines how and when refunds are processed for cancellations and other eligible cases.
1. Refund Eligibility
Refunds may be provided under the following conditions:
- The service or booking is canceled within the allowed cancellation window.
- The cancellation complies with the specific policy outlined at the time of booking.
- Refunds are not applicable for no-shows or last-minute cancellations unless otherwise stated.
2. Standard Cancellation Refunds
✈️ Travel Packages
- Canceled within 24 hours of booking: Full refund (if departure is more than 7 days away).
- Canceled after 24 hours: Refunds are subject to supplier terms (airlines, hotels, activity providers). Applicable fees may be deducted.
🏨 Hotel Bookings
- Before hotel’s cancellation deadline: Full refund.
- After cancellation deadline or for non-refundable rooms: No refund.
- Contact the hotel directly for disputes on cancellation charges.
🧾 Visa/Document Services
- Visa processing fees are non-refundable, even if a visa is rejected or delayed.
3. Refund Timelines
Once a refund is approved, we will initiate the refund within 24 hours. However, the time it takes to receive the refund depends on your original payment method:
| Payment Method | Refund Time |
|---|---|
| Credit/Debit Card | 7–14 business days |
| Apple/Google Pay | 7–14 business days |
| Local E-wallet (Balance) | 1–3 business days |
| Local E-wallet (Card Linked) | 7–14 business days |
| Online Banking | 7–10 business days |
| Bank Transfer | 14–30 business days |
⏳ Delays may occur depending on your bank or financial provider’s policies. Please check with them for updates.
4. Alternative Refunds
If we are unable to refund to your original payment method, your refund will be processed via bank transfer, which may take up to 30 business days.
5. Non-Refundable Scenarios
Refunds are not provided in the following cases:
- Cancellations after cutoff dates
- Non-refundable flight/hotel/activity bookings
- Missed departures due to incorrect documents
- No-shows at hotels, tours, or airport pickups
6. How to Request a Refund
To request a refund, please contact us at:
Provide your booking reference number and reason for cancellation. Refunds are processed only after reviewing your request.
7. Modifications and Exceptions
Al Shams Travels reserves the right to update or modify this policy at any time. Any changes will be posted on this page and will apply only to future bookings.