Cancellation & Refund Policy

1. Booking Confirmation

To confirm a booking, the customer is required to pay 50% of the total booking amount as an advance payment.

A booking will be considered confirmed only after the required advance payment has been successfully received.

The remaining 50% balance must be paid before the trip or check-in, according to the payment instructions provided for the booking.

2. Standard Cancellation Policy

If a customer cancels a confirmed booking, a standard 15% cancellation fee will normally apply.

After the applicable cancellation fee is deducted, the remaining eligible amount will be refunded to the customer.

Before processing a cancellation, our team will clearly communicate the applicable cancellation charge and the estimated refundable amount.

3. Emergency & Exceptional Circumstances

We understand that some cancellations may happen because of circumstances beyond the customer's control.

In the case of a genuine and serious emergency, such as a major accident, serious medical emergency, or another exceptional situation, the customer may request special consideration for a full refund.

To request this consideration, valid and relevant supporting documents or proof must be provided.

Our team will review the circumstances and the submitted documents. If the request is verified and approved, the 15% cancellation fee may be waived and the eligible amount already paid may be refunded in full.

If sufficient or valid supporting proof cannot be provided, the standard 15% cancellation fee will apply.

Each exceptional cancellation request will be reviewed individually and fairly.

4. Refund Process

Once a cancellation and refund request has been approved, the final refundable amount will be calculated and communicated to the customer before the refund is processed.

Where possible, refunds will be returned through the original payment method.

The time required for a refund to appear in the customer's account may vary depending on the bank or payment provider.

5. How to Request a Cancellation

Customers should contact our team as soon as possible if they need to cancel a booking.

Please provide:

• • Booking ID
• • Guest name
• • Registered phone number or email
• • Travel or check-in date
• • Reason for cancellation
• • Supporting documents, if requesting emergency consideration

6. Transparency Before Cancellation

Before a cancellation is confirmed, we aim to clearly explain the financial impact of the cancellation.

7. Important Information

By confirming a booking and making the required advance payment, the customer acknowledges the applicable booking, cancellation and refund conditions.

Exceptional circumstances do not automatically guarantee a full refund. Supporting documents must be reviewed and the request must be approved.

If you have any questions about cancellation or refund eligibility, please contact our team before submitting a cancellation request.