Refund Policy

Last updated: December 22, 2025

1. Overview

OiO Travels is committed to providing excellent customer service. This refund policy outlines the terms and conditions under which refunds are processed for various travel services. Please read this policy carefully to understand your refund eligibility and the process involved.

2. Refund Eligibility

Refunds are subject to the cancellation policy of the specific service booked (flights, hotels, tours, packages, etc.) and the terms and conditions of our suppliers. Not all bookings are eligible for refunds.

  • Refundable Bookings: Clearly marked at the time of booking and eligible for full or partial refunds as per the cancellation policy.
  • Non-Refundable Bookings: Cannot be refunded under normal circumstances. Exceptions may apply in cases of force majeure or supplier policy changes.
  • Partially Refundable: Subject to cancellation fees and supplier terms.

3. Refund Processing Time

Once your cancellation request is approved, refunds will be processed according to the following timeline:

  • Credit/Debit Card Payments: 14-21 business days from the date of cancellation approval
  • Bank Transfer Payments: 10-15 business days from the date of cancellation approval
  • Online Payment Gateways: 7-14 business days from the date of cancellation approval
  • International Transactions: May take up to 30 business days depending on your bank's processing time

Please note that the refund timeline may vary depending on your bank or payment provider's policies. OiO Travels is not responsible for delays caused by third-party financial institutions.

4. Refund Method

Refunds will be processed using the same payment method used for the original booking. We do not offer refunds via alternative payment methods unless the original method is no longer available.

  • Credit/Debit Card refunds will be credited to the same card used for payment
  • Bank transfer refunds will be sent to the account from which payment was received
  • Cash payments will be refunded via bank transfer to your nominated account

5. Service-Specific Refund Terms

5.1 Flight Refunds

Flight refunds are subject to airline policies and fare rules:

  • Refundable fares: Eligible for refund minus applicable airline and service fees
  • Non-refundable fares: Generally not eligible for refund, but may qualify for airline credit
  • Airline-initiated cancellations: Full refund including all fees
  • Schedule changes: May be eligible for full or partial refund depending on the change

5.2 Hotel Refunds

Hotel refunds depend on the property's cancellation policy:

  • Free cancellation bookings: Full refund if canceled within the free cancellation period
  • Non-refundable bookings: No refund available
  • Partial refund bookings: Refund amount varies based on cancellation timing and hotel policy

5.3 Holiday Package Refunds

Package refunds are calculated based on the cancellation timeline (refer to our Cancellation Policy):

  • Refunds are processed after deducting applicable cancellation charges
  • Individual components may have separate refund policies
  • Supplier fees and non-refundable deposits will be deducted from the refund amount

5.4 Tour Refunds

Tour refunds follow the cancellation policy outlined in our Cancellation Policy page. Refunds are subject to tour operator terms and may include administrative fees.

5.5 Visa Service Refunds

Visa processing fees are non-refundable once submitted to the embassy or consulate. Pre-submission cancellations may be eligible for a partial refund minus processing fees.

6. Non-Refundable Charges

The following charges are non-refundable under all circumstances:

  • Service fees and booking fees
  • Payment gateway charges and transaction fees
  • Bank charges and currency conversion fees
  • Travel insurance premiums (unless covered by the insurance policy)
  • Visa application fees submitted to embassies/consulates
  • Third-party supplier fees marked as non-refundable

7. Refund Request Process

To request a refund, please follow these steps:

  1. Submit a written cancellation request via email to [email protected]
  2. Include your booking reference number, passenger details, and reason for cancellation
  3. Our team will review your request and confirm eligibility within 2-3 business days
  4. Once approved, the refund will be processed according to the timeline mentioned above
  5. You will receive a confirmation email once the refund has been initiated

8. Disputed Charges

If you believe you have been charged incorrectly or have concerns about your refund, please contact our customer support team immediately. We will investigate the matter and provide a resolution within 7-10 business days.

Please do not initiate a chargeback with your bank before contacting us, as this may delay the resolution process and affect your ability to receive a refund.

9. Travel Insurance

We strongly recommend purchasing comprehensive travel insurance to protect against unforeseen circumstances that may result in cancellations or changes to your travel plans. Travel insurance may cover:

  • Trip cancellations due to medical emergencies
  • Flight delays and missed connections
  • Lost baggage and personal belongings
  • Emergency medical expenses while traveling

10. Force Majeure and Exceptional Circumstances

In cases of force majeure (natural disasters, pandemics, war, government restrictions, etc.), refund policies may be adjusted based on supplier policies and government regulations. We will work diligently to secure the best possible outcome for our customers, which may include:

  • Full or partial refunds as per supplier policies
  • Travel credits or vouchers for future bookings
  • Rebooking options with waived change fees

11. Changes to This Policy

OiO Travels reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund practices.

12. Contact Us

If you have any questions about our refund policy or need assistance with a refund request, please contact us:

OiO Travels

Email: [email protected]

Phone: +971 4 XXX XXXX (Available 24/7)

WhatsApp: +971 50 XXX XXXX

Address: Business Bay, Dubai, UAE

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