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.
A booking is considered confirmed only after:
Upon confirmation, certain services may be secured with hotels, transportation providers, guides, attraction operators, or other suppliers on behalf of the customer.
All cancellation requests must be submitted through one of the following channels:
Cancellation requests are considered effective only after written confirmation has been issued by Hisma Tours.
All cancellation requests must be submitted through one of the following channels:
Cancellation requests are considered effective only after written confirmation has been issued by Hisma Tours.
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.
Customers may be eligible for a refund of up to 50% of the amount paid.
Applicable supplier charges and operational expenses may be deducted.
Refunds may not be available due to confirmed reservations and supplier commitments already incurred on behalf of the customer.
If a customer fails to appear for the booked service without prior cancellation notice:
Customers may request modifications to confirmed bookings, including:
All modification requests are subject to:
Modification requests must be submitted through official communication channels and include:
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.
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.
Refunds may be granted in accordance with this policy and applicable regulations where:
If Hisma Tours is unable to provide the booked service due to:
The customer may choose one of the following options:
For customized journeys, bespoke itineraries, and tailor-made travel packages:
Once a refund has been approved:
Refunds may require between 7 and 21 business days depending on the issuing bank and payment provider.
Refunds may require between 3 and 10 business days depending on banking procedures.
Processing times may vary according to the payment method used.
Refund calculations may take into account:
All applicable deductions will be calculated fairly and transparently.
Hisma Tours shall not be held responsible for circumstances beyond its reasonable control, including but not limited to:
In such circumstances, Hisma Tours will make reasonable efforts to provide:
Where a booked service cannot be delivered as originally confirmed, Hisma Tours may offer:
Hisma Tours provides customer support and complaint handling through its official communication channels.
Customers may contact us regarding:
Support requests are monitored continuously to ensure timely assistance.