Cancellation, Modification & Refund Policy
Hisma Tours For Tourism and Travel
مؤسسة جولات حسمى لتنظيم الرحلات
Commercial Registration No. : 7027653679
Category License :
Travel & Tourism Agency
License Number :
73103411
1. Introduction
At Hisma Tours, we are committed to providing exceptional travel experiences throughout the Kingdom of Saudi Arabia while maintaining transparency, fairness, and compliance with applicable tourism regulations.
This Cancellation, Modification & Refund Policy explains the procedures, timelines, conditions, and responsibilities related to booking cancellations, booking modifications, and refund requests.
By confirming a booking with Hisma Tours, the customer acknowledges and agrees to the terms outlined in this policy.
2. Booking Confirmation
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A booking is considered confirmed only after:
- Receiving the required payment or deposit (if applicable).
- Issuing a booking confirmation from Hisma Tours.
- Receiving the customer’s booking details and acceptance of applicable terms.
Upon confirmation, certain services may be secured with hotels, transportation providers, guides, attraction operators, or other suppliers on behalf of the customer.
3. Cancellation Policy
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3.1 Cancellation Requests
All cancellation requests must be submitted through one of the following channels:
- Official website contact forms
- WhatsApp support
- Customer service channels officially provided by Hisma Tours
Cancellation requests are considered effective only after written confirmation has been issued by Hisma Tours.
3. Cancellation Policy
3.1 Cancellation Requests
All cancellation requests must be submitted through one of the following channels:
- Official website contact forms
- WhatsApp support
- Customer service channels officially provided by Hisma Tours
Cancellation requests are considered effective only after written confirmation has been issued by Hisma Tours.
3.2 Customer-Initiated Cancellations
More than 14 days before the scheduled service
Customers may be eligible for a refund of up to 90% of the amount paid.
Administrative fees, payment gateway fees, banking charges, and non-recoverable supplier costs may be deducted.
Between 7 and 14 days before the scheduled service
Customers may be eligible for a refund of up to 50% of the amount paid.
Applicable supplier charges and operational expenses may be deducted.
Less than 7 days before the scheduled service
Refunds may not be available due to confirmed reservations and supplier commitments already incurred on behalf of the customer.
3.3 No-Show Policy
If a customer fails to appear for the booked service without prior cancellation notice:
- The booking will be considered a No-Show.
- No refund will be provided.
- The service will be considered completed.
4. Modification Policy
4.1 Booking Modifications
Customers may request modifications to confirmed bookings, including:
- Travel dates
- Number of travelers
- Selected destinations
- Accommodation arrangements
- Transportation arrangements
- Tour inclusions
All modification requests are subject to:
- Availability
- Supplier approval
- Operational feasibility
4.2 Modification Request Procedure
Modification requests must be submitted through official communication channels and include:
- Booking reference number
- Customer name
- Requested modification details
4.3 Response Time
Hisma Tours will review modification requests and provide a response within a maximum of five (5) business days.
Certain requests may require additional coordination with suppliers and service providers.
4.4 Additional Charges
Changes resulting in higher service costs may require additional payment.
Any price differences resulting from supplier changes, accommodation upgrades, transportation upgrades, seasonal pricing, or destination changes may be charged accordingly.
5. Refund Policy
5.1 Eligibility for Refunds
Refunds may be granted in accordance with this policy and applicable regulations where:
- A booking is cancelled within eligible timeframes.
- Hisma Tours is unable to provide the confirmed service.
- A customer is entitled to a refund under applicable laws or regulations.
5.2 Service Unavailability
If Hisma Tours is unable to provide the booked service due to:
- Operational circumstances
- Government restrictions
- Safety concerns
- Force majeure events
- Supplier unavailability
The customer may choose one of the following options:
- Rescheduling the service.
- Accepting an equivalent alternative service.
- Receiving a refund in accordance with applicable regulations.
5.3 Customized and Tailor-Made Tours
For customized journeys, bespoke itineraries, and tailor-made travel packages:
- Deposits already used to secure supplier services may be non-refundable.
- Any unrecoverable supplier expenses may be deducted.
- Refund amounts will be calculated based on actual recoverable costs.
6. Processing of Refunds
Once a refund has been approved:
Credit Card Payments
Refunds may require between 7 and 21 business days depending on the issuing bank and payment provider.
Bank Transfers
Refunds may require between 3 and 10 business days depending on banking procedures.
Other Payment Methods
Processing times may vary according to the payment method used.
7. Taxes, Fees and Charges
Refund calculations may take into account:
- Value Added Tax (VAT)
- Government fees
- Banking fees
- Payment gateway charges
- Non-refundable supplier expenses
- Operational expenses already incurred
All applicable deductions will be calculated fairly and transparently.
8. Force Majeure
Hisma Tours shall not be held responsible for circumstances beyond its reasonable control, including but not limited to:
- Natural disasters
- Severe weather conditions
- Public health emergencies
- Government restrictions
- Security incidents
- Transportation disruptions
In such circumstances, Hisma Tours will make reasonable efforts to provide:
- Alternative arrangements
- Future travel credits
- Refunds where applicable and feasible
9. Alternative Services
Where a booked service cannot be delivered as originally confirmed, Hisma Tours may offer:
- An equivalent alternative service.
- A revised itinerary.
- A future travel credit.
- A refund in accordance with applicable regulations and this policy.
10. Customer Support and Complaints
Hisma Tours provides customer support and complaint handling through its official communication channels.
Customers may contact us regarding:
- Booking modifications
- Cancellation requests
- Refund requests
- Complaints
- Service inquiries
Support requests are monitored continuously to ensure timely assistance.
