Policies & Terms

Customers may request cancellation of a booking by contacting Al Shitaiwi Tours through the official communication channels shown on the website. The cancellation request is considered received only after the customer provides the required booking details and receives confirmation from our team.

Cancellation Conditions

• Cancellation eligibility depends on the rules of the airline, hotel, tourism supplier, transportation provider, or relevant service provider.
• Some bookings may be non-refundable, partially refundable, or subject to cancellation fees.
• Cancellation fees, supplier penalties, payment gateway charges, administrative fees, and taxes may apply where applicable.
• Cancellation requests submitted close to the travel date may be restricted or unavailable depending on supplier rules.

Required Information

To process a cancellation request, the customer may be required to provide the booking reference, full name, contact number, travel date, service type, and any additional information needed to verify the booking.

Customers may request modification of a confirmed booking, subject to availability, supplier approval, fare rules, hotel policy, service conditions, and any applicable regulatory requirements.

Modification Scope

• Modification may include travel dates, passenger details, route changes, room type, service timing, or other booking-related details.
• Some details, including passenger names or identity information, may not be changeable depending on the service provider’s rules.
• Any fare difference, supplier fee, administrative fee, tax difference, or payment processing charge shall be borne by the customer where applicable.
• Modification is not guaranteed until confirmed by Al Shitaiwi Tours and the relevant service provider.

Customer Responsibility

Customers are responsible for reviewing all details before payment and immediately notifying our team of any incorrect information.

Refund eligibility depends on the terms of the purchased service and the policies of the relevant airline, hotel, tourism supplier, transport provider, or payment processor.

Refund Conditions

• Refunds are processed only when the booking or service is eligible for refund.
• Non-refundable services are not eligible for refund unless otherwise approved by the service provider.
• Partial refunds may apply after deducting supplier fees, cancellation penalties, administrative fees, payment gateway charges, or applicable taxes.
• Refunds are normally returned through the original payment method unless another method is approved by Al Shitaiwi Tours.

Refund Processing

Approved refunds may require additional processing time depending on the payment provider, bank, card issuer, and supplier procedures.

Customers may submit travel service requests through the website, booking form, official contact channels, or any approved digital communication method provided by Al Shitaiwi Tours.

Order Steps

• The customer submits the required travel or service details.
• Al Shitaiwi Tours reviews the request and may contact the customer for missing or unclear information.
• Availability, price, terms, cancellation rules, and supplier conditions are checked.
• The customer confirms the booking and completes payment through the approved payment method.
• After successful payment and supplier confirmation, the customer receives a booking confirmation voucher where applicable.

Required Details

Required details may include full name, contact information, travel dates, destination, passenger information, service type, identity or passport information where required, and any special requests.

Al Shitaiwi Tours aims to respond to customer requests within reasonable working timelines. Processing times may vary depending on request type, supplier response, payment confirmation, destination requirements, and peak travel seasons.

Urgent Requests

For urgent travel requests, customers should contact the support team directly through the official phone or email listed on the website.

Use of Services

By using the website, submitting a request, or confirming a booking, the customer agrees to comply with these terms and any additional service-specific terms provided before confirmation.

Prices & Availability

• Prices, availability, offers, and service conditions may change until the booking is confirmed and payment is completed.
• Prices are inclusive of VAT where applicable.
• Some services may be subject to additional supplier charges, government fees, destination fees, taxes, or payment processing charges.

Customer Information

• The customer must provide accurate, complete, and up-to-date information.
• Al Shitaiwi Tours shall not be responsible for issues resulting from incorrect names, travel dates, passport or ID details, contact information, or destination requirements provided by the customer.
• The customer is responsible for complying with passport, visa, health, travel, and destination entry requirements.

Third-Party Providers

Travel services may be provided by airlines, hotels, tourism suppliers, transport providers, payment processors, or other third parties. Their terms and restrictions may apply in addition to these terms.

Al Shitaiwi Tours respects customer privacy and aims to handle personal information responsibly and securely in connection with travel service requests and bookings.

Information We May Collect

• Contact details such as name, phone number, and email address.
• Booking details such as travel dates, destination, service type, passenger information, and special requests.
• Identity or passport information where required for booking or travel compliance.
• Payment-related information processed through approved payment providers.

How Information Is Used

• To process inquiries, bookings, cancellations, modifications, and refunds.
• To communicate with customers about their requests and confirmed services.
• To coordinate with airlines, hotels, tourism suppliers, transport providers, and payment processors.
• To comply with legal, tax, accounting, and regulatory requirements.

Data Sharing

Customer information may be shared with relevant service providers only when necessary to process bookings, deliver services, complete payments, or comply with applicable requirements.

After successful payment, customers may receive or access a simplified tax invoice and, where applicable, a booking confirmation voucher confirming the relevant travel service details.

VAT Information

• VAT Registration Number: 310724855500003
• Prices are inclusive of VAT where applicable.
• The simplified tax invoice may include booking amount, VAT details, customer information, invoice date, and payment reference where applicable.

Booking Confirmation Voucher

A booking confirmation voucher may be issued after supplier confirmation and successful payment. The voucher may include service details, booking reference, customer details, travel dates, and important service conditions.