Refund, Cancellation & Dispute Policy

Last Updated: 13th March 2025

At Navoy Tour Services FZCO (Dubai) and Navoy Tours (India) (collectively referred to as “Navoy Tours,” “we,” “us,” or “our”), we strive to provide a seamless travel experience. This Refund & Dispute Policy outlines the conditions under which refunds, cancellations, and disputes are handled.

1. Cancellation & Refund Policy

1.1 Tour Package Cancellations

If you need to cancel your tour package, the following cancellation charges will apply:

  • Cancellation 30+ days before travel: 10% of the total tour cost will be deducted as cancellation fees.
  • Cancellation between 15 to 30 days before travel: 50% of the total tour cost will be deducted.
  • Cancellation within 15 days of travel: The booking is non-refundable.

Note:

  • Certain tours and experiences, especially adventure activities, cruises, and special event bookings, may have different cancellation policies as per the service provider’s terms. These will be communicated to you at the time of booking.
  • Refunds will be processed after deducting any non-recoverable costs from airlines, hotels, transport providers, and other third-party service providers.

1.2 Flight & Hotel Booking Cancellations

  • Flight and hotel cancellations are subject to the cancellation policies of the respective airlines and hotel partners.
  • Refund amounts will depend on the fare conditions, hotel policies, and applicable fees set by the providers.
  • In case of a no-show, refunds will not be issued.

1.3 Visa Application Fees

  • Visa application fees are non-refundable once the application has been submitted.
  • If a visa is rejected due to incomplete or incorrect documentation, no refund will be provided.
  • Visa service fees paid to Navoy Tour Services for processing are also non-refundable.

1.4 Refund Eligibility for Partial Cancellations

  • If only a portion of a package is canceled (e.g., a specific activity, hotel, or transport), refund eligibility will depend on the respective provider’s policy.
  • Some activities and excursions may be non-refundable due to pre-booking agreements with third-party operators.

1.5 Special Offers, Discounts & Promotional Packages

  • Any booking made under special discounts, promotional deals, or last-minute offers is non-refundable and non-changeable unless explicitly mentioned.

1.6 Force Majeure & Unforeseen Circumstances

Navoy Tour Services is not responsible for refunds or compensation in case of trip disruptions due to force majeure events, including but not limited to:

  • Natural disasters (earthquakes, floods, hurricanes, etc.).
  • Political unrest, wars, or terrorist activities.
  • Government regulations, travel bans, or visa restrictions.
  • Airline strikes, transportation failures, or sudden closures of tourism spots.
  • Epidemics, pandemics, or any travel restrictions imposed due to health emergencies.

In such cases, we will try to offer alternatives or reschedule the trip based on availability, but refunds will not be guaranteed.

2. Refund Process

  • Refund requests must be submitted via email to customersupport@navoytours.com with your booking details and reason for cancellation.
  • Refunds will be processed within 7-21 business days depending on the payment method and service provider.
  • Refunds will be credited back to the original payment method. In case of bank transfers, transaction charges may apply.
  • If a refund is delayed beyond the stipulated time, you can contact us at help@navoytours.com for updates.

3. Dispute Resolution Policy

We aim to provide transparent and fair dispute resolution. If you are dissatisfied with any service, follow the steps below:

3.1 General Disputes

  • Any complaints or disputes regarding service quality, miscommunication, or dissatisfaction should be reported within 48 hours of experiencing the issue.
  • You can email us at customersupport@navoytours.com or WhatsApp us at +971 504911971 for quick assistance.

3.2 Service-Related Complaints

  • If a booked service (hotel, transport, activity) does not meet the promised standards, we will attempt to resolve the issue with the service provider.
  • Refunds for service-related disputes will be handled on a case-by-case basis.
  • If no resolution is reached, a partial refund may be granted depending on the nature of the complaint.

3.3 Payment Disputes & Chargebacks

  • If you believe an unauthorized payment has been made, notify us immediately at customersupport@navoytours.com.
  • If you file a chargeback without prior communication, we reserve the right to take legal action and block future bookings.

3.4 Refund Denial

Refunds may be denied in the following cases:

  • If the refund request is made outside the eligibility period.
  • If the customer fails to provide required documentation for visa or booking confirmation.
  • If the cancellation is made due to reasons not covered under our policy.
  • If the refund request is based on personal dissatisfaction not related to service failure.

4. Changes & Amendments to Bookings

  • If you need to modify your booking (change of dates, upgrade services, etc.), additional charges may apply.
  • Amendments will depend on availability and policies of service providers.
  • Any modifications should be requested at least 7 days before the travel date.

5. Contact Information

For any cancellations, refunds, or disputes, please reach out to us:

📧 Email: help@navoytours.com
DUBAI: 📞 Call: +971 54 748 6871 | 💬Chat on WhatsApp
INDIA: 📞 Call: +91 83107 79701 | 💬Chat on WhatsApp
🌍 Website: www.navoytours.com

We are committed to ensuring a smooth and hassle-free experience for our travelers. If you have any concerns, feel free to contact us.

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