Cancellation and Refund Policy
Holidayys.com - Understanding Your Cancellation Rights
Last Updated: January 25, 2025
This Cancellation and Refund Policy describes the terms and conditions under which Holidays Tours LLC (referred to as "we," "us," or "our") processes cancellations and refunds for travel services booked through our website, mobile applications, and other platforms (collectively, the "Services").
Important: This policy outlines Holidayys' general cancellation and refund terms. However, each service provider (airline, hotel, tour operator, embassy, etc.) has their own specific cancellation policies. The most restrictive policy between Holidayys and the service provider will apply. We strongly recommend purchasing travel insurance to protect against unforeseen cancellations.
Table of Contents
Holidays Tours LLC acts as an intermediary between customers and travel service providers (airlines, hotels, tour operators, embassies, etc.). Our cancellation policy is designed to be fair and transparent while adhering to the terms set by our service partners.
How to Request a Cancellation
- Email: Send a cancellation request to info@holidayys.com with your booking reference number and passenger details
- Phone: Call our customer service at +971 4 589 0001 during business hours (9:00 AM - 6:00 PM GST, Saturday - Thursday)
- Customer Portal: Log in to your account and submit a cancellation request through the "My Bookings" section
- In-Person: Visit our office at Shop#35 Wilson Building, 2nd December Street, Al Jaffliya, Dubai, UAE
Cancellation Confirmation Process
- Request Submission: Submit your cancellation request through any of the channels mentioned above
- Acknowledgment: You will receive an acknowledgment email within 24 hours confirming receipt of your request
- Processing: Our team will process your request and coordinate with service providers (airlines, hotels, etc.)
- Confirmation: You will receive a final cancellation confirmation email with refund details within 3-5 business days
- Refund Initiation: Refunds will be initiated as per the timeline specified in Section 6
Important: Cancellation requests must be submitted in writing (email or portal). Verbal requests over the phone must be followed up with written confirmation. The cancellation date is determined by when we receive your written request, not when you verbally communicate it.
Processing Timeframes
- Acknowledgment: Within 24 hours of request submission
- Cancellation Processing: 3-5 business days
- Refund Initiation: 7-14 business days after cancellation confirmation
- Refund Credit to Account: 5-30 business days depending on payment method and bank
Critical Notice: Flight cancellation policies are primarily determined by the airline. Each airline has its own specific terms, fare rules, and cancellation charges. Holidayys cannot override airline policies. Always review the fare rules before booking.
Refundable vs. Non-Refundable Tickets
| Ticket Type | Cancellation Allowed | Refund Amount | Processing Fee |
|---|---|---|---|
| Refundable | ✓ Yes | Full or partial (minus airline charges) | AED 100-300 per passenger |
| Non-Refundable | ✗ Limited | Taxes & fees only (if applicable) | AED 150-400 per passenger |
| Promotional/Special Fare | ✗ No | No refund | N/A |
Cancellation Charges by Timing
| Time Before Departure | Airline Cancellation Fee | Holidayys Service Fee | Estimated Refund |
|---|---|---|---|
| More than 30 days | 10-25% of fare | AED 100-200 | 65-90% of fare |
| 15-30 days | 25-50% of fare | AED 150-250 | 40-75% of fare |
| 7-14 days | 50-75% of fare | AED 200-300 | 15-50% of fare |
| Less than 7 days | 75-100% of fare | AED 250-400 | 0-25% of fare |
| No-Show | 100% of fare | N/A | No refund |
* These are general guidelines. Actual charges vary by airline, route, fare class, and booking conditions. Always check specific fare rules.
Special Flight Cancellation Scenarios
- No-Show Policy: If you fail to board your flight without prior cancellation, the ticket becomes void with no refund. Some airlines may allow rebooking with a penalty fee.
- Flight Schedule Changes by Airline: If the airline changes your flight schedule significantly (typically more than 2-3 hours), you may be entitled to a full refund or free rebooking. Contact us immediately if this occurs.
- Flight Cancellation by Airline: If the airline cancels your flight, you are entitled to a full refund or alternative flight at no additional cost. Holidayys service fees will be refunded.
- 24-Hour Free Cancellation: Some airlines offer free cancellation within 24 hours of booking (if booked at least 7 days before departure). Check your booking confirmation for eligibility.
- Partial Cancellation (Multi-Passenger Bookings): Canceling one or more passengers from a group booking may incur additional fees. Some airlines require full group cancellation.
Example Calculation: If you booked a flight for AED 2,000 and cancel 20 days before departure:
• Airline cancellation fee: AED 800 (40%)
• Holidayys service fee: AED 200
• Estimated refund: AED 1,000 (50% of original fare)
Important: Hotel cancellation policies vary significantly by property, rate type, and season. Each hotel sets its own cancellation terms. Always review the specific cancellation policy shown during booking.
Standard Hotel Cancellation Policies
| Rate Type | Free Cancellation Period | Cancellation Charge | Holidayys Fee |
|---|---|---|---|
| Flexible Rate | 24-48 hours before check-in | No charge if within period | AED 50-100 |
| Standard Rate | 3-7 days before check-in | 1 night charge after period | AED 75-150 |
| Non-Refundable Rate | No free cancellation | 100% of booking value | AED 100-200 |
| Promotional/Package Rate | No free cancellation | 100% of booking value | N/A |
Special Hotel Cancellation Scenarios
- Early Checkout: If you check out before your scheduled departure date, you may be charged for the remaining nights. Some hotels allow penalty-free early checkout with 24-48 hours notice.
- No-Show: Failing to check in without prior cancellation typically results in a charge for the first night or entire stay, depending on hotel policy. No refund is provided.
- Peak Season/Special Events: Hotels may have stricter cancellation policies during peak seasons (holidays, festivals, major events). Cancellation deadlines may be 7-30 days before check-in.
- Group Bookings (3+ rooms): Group reservations often have different cancellation terms, typically requiring 14-30 days notice. Partial cancellations may not be allowed.
- Long-Stay Bookings (7+ nights): Extended stays may have special cancellation terms negotiated at booking time.
Customer-Friendly Tip: When booking hotels, always opt for flexible rates if your travel plans are uncertain. The slightly higher cost can save you significant cancellation fees if plans change.
Example: You booked a 5-night hotel stay for AED 3,000 (AED 600/night) with a standard rate. If you cancel 5 days before check-in:
• Hotel cancellation charge: AED 600 (1 night)
• Holidayys service fee: AED 100
• Refund amount: AED 2,300
Travel packages include multiple components (flights, hotels, transfers, tours, activities). Cancellation policies for packages are more complex as they involve multiple service providers.
Tiered Cancellation Charges for Packages
| Days Before Departure | Cancellation Charge | Refund Percentage |
|---|---|---|
| More than 45 days | 10% of package value + service fees | 85-90% |
| 30-45 days | 25% of package value + service fees | 70-75% |
| 15-30 days | 50% of package value + service fees | 45-50% |
| 7-14 days | 75% of package value + service fees | 20-25% |
| Less than 7 days | 100% of package value | 0% |
* These percentages are general guidelines. Actual charges depend on individual service provider policies and may be higher during peak seasons.
Partial Cancellation (Removing Passengers or Services)
- Removing Passengers: If you cancel one or more passengers from a package booking, cancellation charges apply per person based on the tiered structure above. Remaining passengers' costs may increase if group discounts no longer apply.
- Removing Services: Removing individual components (e.g., canceling hotel but keeping flight) may not be possible for pre-packaged tours. Custom packages may allow partial cancellation with fees.
- Minimum Group Size: Some packages require a minimum number of participants. Falling below this number may result in price increases or full package cancellation.
Peak Season Notice: During peak travel seasons (December-January, Eid holidays, summer vacations), cancellation charges may be higher, and free cancellation periods may be shorter. Always check your specific booking terms.
Critical Notice: Embassy and consulate fees are NON-REFUNDABLE under all circumstances. These fees are paid directly to government authorities and cannot be recovered once submitted.
Visa Service Fee Structure
| Fee Component | Refundable | Conditions |
|---|---|---|
| Embassy/Consulate Fee | ✗ No | Non-refundable under all circumstances |
| Holidayys Service Fee (Before Submission) | ✓ Partial | 50% refundable if canceled before embassy submission |
| Holidayys Service Fee (After Submission) | ✗ No | Non-refundable once submitted to embassy |
| Document Processing Fee | ✓ Partial | Refundable if no processing work has been done |
| Courier/Delivery Charges | ✗ No | Non-refundable if documents have been couriered |
Visa Application Scenarios
- Cancellation Before Submission: If you cancel your visa application before we submit it to the embassy/consulate, you will receive a 50% refund of our service fees. Embassy fees are non-refundable if already paid.
- Cancellation After Submission: Once your application is submitted to the embassy, no refunds are possible for any fees (embassy fees or service fees).
- Visa Rejection: If your visa application is rejected by the embassy, embassy fees are NOT refunded (this is embassy policy, not ours). Our service fees are also non-refundable as the service was provided.
- Visa Approval but Not Used: If your visa is approved but you choose not to travel, no refunds are provided. The visa processing service was completed.
- Document Errors by Customer: If your application is rejected due to incorrect or incomplete documents provided by you, no refunds are available.
Example: UAE Tourist Visa application with total cost AED 1,200 (Embassy fee: AED 800, Service fee: AED 400):
• If canceled before submission: Refund = AED 200 (50% of service fee). Embassy fee AED 800 non-refundable if already paid.
• If canceled after submission: Refund = AED 0
• If visa rejected: Refund = AED 0
Refund Methods
- Original Payment Method: Refunds are processed to the original payment method used for booking (credit card, debit card, bank transfer, etc.)
- Credit Card/Debit Card: Refunds appear as a credit on your card statement within 7-14 business days after refund initiation
- Bank Transfer: Direct bank transfers take 5-10 business days to reflect in your account
- Cash Payments: Refunds for cash payments are processed via bank transfer to your nominated account
- Third-Party Payment Gateways: Refunds through payment gateways (PayPal, etc.) follow their processing timelines (typically 5-10 business days)
Refund Processing Timeline
| Stage | Timeline | Description |
|---|---|---|
| Cancellation Request | Day 0 | You submit cancellation request |
| Acknowledgment | Within 24 hours | We confirm receipt of your request |
| Processing | 3-5 business days | We coordinate with service providers |
| Refund Calculation | 5-7 business days | Final refund amount determined |
| Refund Initiation | 7-14 business days | Refund processed to your account |
| Bank Processing | 5-30 business days | Bank credits your account (varies by bank) |
* International refunds may take longer (up to 45 business days) due to cross-border banking processes.
Refund Confirmation & Notifications
- You will receive an email confirmation when your refund is initiated
- The email will include the refund amount, breakdown of charges, and expected credit date
- You can track your refund status through your customer portal
- If you don't receive your refund within the stated timeline, contact us immediately
Bank Processing Delays: While we initiate refunds within our stated timeline, the time it takes for your bank to credit your account is beyond our control. Contact your bank if the refund doesn't appear after the expected date.
Certain fees and charges are non-refundable regardless of when you cancel your booking. These fees cover costs already incurred or services already provided.
Non-Refundable Charges
- Booking Fees: Administrative fees charged at the time of booking (typically AED 50-150 per booking)
- Processing Fees: Fees for processing your booking with service providers (AED 100-300 depending on service)
- Payment Gateway Charges: Credit card processing fees, international transaction fees (typically 2-3% of transaction value)
- Third-Party Service Provider Fees: Fees charged by airlines, hotels, tour operators that are non-refundable per their policies
- Administrative Costs: Costs for document preparation, communication, coordination (AED 50-200)
- Visa Embassy Fees: All government fees paid to embassies and consulates
- Insurance Premiums: Travel insurance premiums (unless the insurance policy itself allows cancellation)
Important: These non-refundable charges are deducted from your refund amount even if you cancel within a "free cancellation" period. Always factor these costs when considering cancellation.
Before canceling your booking, consider if a modification might better suit your needs. Modifications often incur lower fees than full cancellations.
Types of Modifications
| Modification Type | Typical Fee | Conditions |
|---|---|---|
| Date Change | AED 200-500 + fare difference | Subject to availability and fare rules |
| Name Change (Minor) | AED 100-300 per passenger | Spelling corrections only (2-3 characters) |
| Name Change (Major) | Not allowed (requires cancellation) | Complete name changes not permitted by airlines |
| Route/Destination Change | AED 300-800 + fare difference | Subject to availability and airline approval |
| Upgrade/Downgrade | Fare difference only | Subject to availability |
Cost-Saving Tip: If your plans are uncertain, consider modifying your booking instead of canceling. Date changes often cost less than cancellation fees, especially for flights and packages.
Modification Limitations
- Modifications must be requested at least 24-72 hours before departure (varies by service)
- Some promotional fares do not allow any modifications
- Modifications are subject to availability at the time of request
- Multiple modifications may incur cumulative fees
- Fare differences must be paid at the time of modification
We understand that unforeseen circumstances may require you to cancel your travel plans. In certain situations, we may offer more flexible cancellation terms.
Circumstances Considered for Flexible Cancellation
- Medical Emergencies: Serious illness or injury requiring hospitalization (requires medical certificate from licensed physician)
- Death in Immediate Family: Death of spouse, parent, child, or sibling (requires death certificate)
- Natural Disasters: Earthquakes, floods, hurricanes affecting your destination (official government advisory required)
- Government Travel Restrictions: Travel bans, border closures, or mandatory quarantines imposed by government authorities
- Pandemic-Related Cancellations: COVID-19 or other pandemic-related travel restrictions (official documentation required)
- Force Majeure Events: War, terrorism, civil unrest, or other events beyond reasonable control
Documentation Required: All special circumstance claims must be supported by official documentation (medical certificates, death certificates, government advisories, etc.). Claims without proper documentation cannot be processed.
Travel Insurance Claims
If you purchased travel insurance with your booking, many of these special circumstances may be covered by your insurance policy. We strongly recommend:
- Filing a claim with your travel insurance provider first
- Providing us with the insurance claim reference number
- Coordinating with both Holidayys and your insurance provider for maximum refund
- Reviewing your insurance policy terms for covered events and claim procedures
Recommendation: We strongly recommend purchasing comprehensive travel insurance for all bookings. Insurance can cover cancellation fees, medical emergencies, trip interruptions, and many unforeseen circumstances that our standard policy does not cover.
Important Disclaimer: Holidays Tours LLC acts as an intermediary between customers and travel service providers (airlines, hotels, tour operators, embassies, etc.). While we outline our general cancellation policy, each service provider has their own specific cancellation terms and conditions.
How Third-Party Policies Work
- Airlines: Each airline has its own fare rules, cancellation policies, and refund procedures. These policies vary by airline, route, fare class, and booking conditions.
- Hotels: Hotel cancellation policies are set by individual properties and can vary significantly. Policies depend on rate type, season, and property-specific terms.
- Tour Operators: Package tours and activities have cancellation terms set by the tour operator, which may differ from our general policy.
- Embassies/Consulates: Visa fees and processing charges are set by government authorities and are non-refundable under all circumstances.
- Transfer Services: Ground transportation providers have their own cancellation windows and refund policies.
Most Restrictive Policy Applies: When there is a conflict between Holidayys' cancellation policy and a service provider's policy, the most restrictive policy will apply. For example, if an airline has a stricter cancellation policy than ours, the airline's policy takes precedence.
Direct Communication with Service Providers
In some cases, you may need to communicate directly with service providers for cancellations or refunds:
- Airline-initiated flight changes or cancellations
- Hotel property-specific issues or disputes
- Travel insurance claims
- Special requests or exceptions to standard policies
We will assist you in coordinating with service providers, but final decisions on refunds and cancellations rest with the service provider.
Non-Cancellable Bookings
The following types of bookings are non-cancellable and non-refundable under all circumstances:
- Special Promotional Offers: Deeply discounted fares, flash sales, and limited-time promotions marked as "non-refundable"
- Last-Minute Deals: Bookings made within 72 hours of departure (unless specifically stated otherwise)
- Group Bookings (10+ passengers): Large group reservations with negotiated rates (special terms apply)
- Corporate Contracts: Bookings under corporate agreements with specific non-cancellable terms
- Charter Flights: Private or charter flight bookings
- Event-Based Packages: Packages tied to specific events (concerts, sports events, festivals) where tickets are non-refundable
- Customized/Bespoke Packages: Specially designed itineraries with pre-booked, non-refundable components
Warning: Non-cancellable bookings will be clearly marked during the booking process. Please review all terms carefully before confirming your reservation. Once booked, these reservations cannot be canceled or refunded for any reason.
Exclusions from Refund Policy
The following situations are not covered by our standard refund policy:
- Change of mind or personal preference
- Finding a cheaper alternative after booking
- Failure to obtain required travel documents (passport, visa) due to customer negligence
- Missed flights or check-ins due to customer delay
- Dissatisfaction with service quality (subject to separate complaint procedures)
- Weather conditions that do not result in official cancellations
- Personal financial difficulties
For cancellation requests, refund inquiries, or questions about this policy, please contact us:
Email (Preferred for Cancellations)
info@holidayys.comInclude your booking reference number and passenger details
Office Address
Holidays Tours LLC
Shop#35 Wilson Building
2nd December Street, Al Jaffliya
Dubai, United Arab Emirates
Required Information for Cancellation Requests
To process your cancellation request efficiently, please provide:
- Booking reference number
- Full name(s) of passenger(s)
- Contact email and phone number
- Reason for cancellation
- Preferred refund method (if applicable)
- Supporting documents (for special circumstances)
Response Time: We aim to acknowledge all cancellation requests within 24 hours. For urgent cancellations (within 48 hours of departure), please call us directly for immediate assistance.
Important Final Notes
- This Cancellation and Refund Policy is subject to change. We will notify customers of significant changes via email and website updates.
- By making a booking with Holidayys, you acknowledge that you have read, understood, and agree to this Cancellation and Refund Policy.
- We strongly recommend purchasing comprehensive travel insurance to protect against unforeseen cancellations and financial losses.
- For disputes or concerns not resolved through our standard cancellation process, please refer to our Terms of Service for dispute resolution procedures.