Refund & Cancellation Policy

When you book a holiday package, tour, transfer, hotel, flight or visa service with Arabiers Private Limited, your booking is confirmed once we receive your deposit or full payment. Cancellations are handled according to the timeline set out below.

Because much of what we arrange is delivered by third parties — hotels, airlines, transport companies, insurers and visa authorities — the refund you receive can depend on each supplier’s own cancellation rules. This policy explains the general position, and where supplier terms apply, we will tell you.

Our standard refund position is based on how far in advance you cancel, measured against your travel or service start date:

Where a supplier’s own terms are stricter than ours — for example, a non-refundable hotel rate or airline ticket — those supplier terms apply to that part of your booking, even if you cancel early. We will always make this clear to you before you confirm.

To cancel a booking, please contact us as early as you can through our official channels — by email at [email protected] or by phone on 011 260 5988 / 077 776 7672. Your cancellation takes effect from the date we receive your written request, so the sooner you tell us, the better the outcome is likely to be. Please include your booking reference and the name on the booking so we can act quickly.

If you need to cancel less than 30 days before your start date, there is no automatic refund. However, we will not simply close the matter. Our local team will review your situation individually and approach the relevant hotels, suppliers and partners on your behalf to ask whether any part of the cost can be recovered or held as credit.

Any refund or credit in this window depends entirely on the flexibility and willingness of those suppliers, and it cannot be guaranteed. Where a supplier agrees to a partial refund or a change, we will pass on whatever we are able to recover, less any non-refundable charges and supplier fees.

Some charges cannot be refunded regardless of when you cancel:

• Visa fees — Visa approval is at the sole discretion of the relevant Immigration Authority. If a visa is denied, the visa fee is not refundable, as set out in our Terms & Conditions.
• Non-refundable flights — If you choose a non-refundable ticket at the time of booking, no refund is due on that ticket. Where an airline refund is available, it is governed by that airline’s rules and can take 30 to 60 working days; Arabiers is not liable for airline delays.
• Non-refundable hotel rates and supplier deposits — Certain rates and deposits are non-refundable under the supplier’s own terms.
• Third-party service fees already incurred on your behalf.

Approved refunds are returned to the original payment method or to a nominated bank account, in the same currency as your payment where possible. Refunds are processed once any supplier refunds due to us have been confirmed. Bank and payment-gateway processing times, and any charges applied by your bank or card provider, are outside our control. Airline refunds, where due, follow the airline’s own timeframe of 30 to 60 working days.

If you would like to change a confirmed booking rather than cancel it — for example, to move dates or amend names — please contact us as soon as possible. We do not charge to make corrections on our side, but you will be responsible for any fees charged by the supplier, and any difference in price for the new arrangements. Please always check that names, dates and times on your documents match your passport exactly.

If you do not show up for a booked service, or you do not use part of your itinerary once travel has started, no refund is due for the unused portion. This includes missed transfers, unused hotel nights and unused tour components.

If a booking is affected by events outside our reasonable control — such as natural disasters, severe weather, strikes, civil unrest, government restrictions or supplier failure — refunds depend on what we are able to recover from the relevant suppliers. In these situations we will work with you to find the best available option, which may be a credit, a reschedule, or a partial refund, depending on what suppliers allow.