Cancellation and Refunds

Effective Date: 01 March 2026

These Terms & Conditions apply to all quotations, estimates, invoices, bookings, products, and services provided by GawiTravel Portal (the “Company”, “Agent”, “GawiTravel”, “we”, “our”, “us”) and to services provided by third parties including airlines, hotels, tour operators, wholesalers, and other partners (each a “Supplier”).

By requesting a quotation, accepting a quotation/estimate, making any payment, receiving documents, or using any service arranged by us, the customer (the “Customer”, “Client”, “you”, “your”) confirms that they have read, understood, and agreed to these Terms & Conditions.

If you do not agree, you must notify us in writing within the validity period stated in the quotation/estimate. Otherwise, these Terms & Conditions will apply and be binding.

0) Priority / No Contradiction (Booking-Specific Terms Prevail)

These Terms & Conditions must be read together with: (i) the cancellation and refund terms shown at checkout and/or in your booking confirmation, and (ii) the applicable Supplier fare/rate rules and conditions.

These Terms & Conditions are intended to be consistent with those booking-specific terms and Supplier rules and do not amend, contradict, or override them. If there is any inconsistency, the booking-specific terms and the Supplier’s rules will prevail to the extent of the inconsistency.

I. Delivery / Confirmation Terms

I.1 Booking confirmation. A booking is confirmed only after we receive your confirmation via the portal, email, WhatsApp, or Messenger, each of which is deemed a valid mode of communication.

I.2 Payment requirement. Payment confirmation must be received before any product or service is issued or provided (including e-tickets, vouchers, hotel confirmations, package confirmations, or visa processing).

I.3 Visa processing time (general). UAE visa applications are generally processed within 2–5 working days from confirmed payment, unless otherwise stated in the Customer Note. If there is any inconsistency, the Customer Note prevails.

I.4 Document delivery. Booking documents will be sent to the Customer by email (and/or made available via the portal if applicable).

I.5 Quotation validity. If you do not accept the quotation within its stated validity period, we have no obligation to issue any booking or hold any price/availability.

I.6 Amendments. Any amendment or addition to the quotation forms part of the agreement only if accepted by you via the portal or in writing, and only after payment has been confirmed. We and Suppliers are bound by additional terms only if expressly accepted in writing and to the extent consistent with applicable Supplier rules.

I.7 Customer documents. Any terms contained in documents provided by you (including purchase orders, confirmations, specifications, or other documents) that conflict with these Terms & Conditions do not apply unless expressly accepted by us in writing.

I.8 Acceptance. By accepting the estimate or quotation, you agree to be bound by these Terms & Conditions.

II. Payment Terms

II.1 Advance payment. Unless otherwise agreed in writing, full payment must be made in advance before issuance of any booking confirmation (including visas, flight e-tickets, hotel reservations, packages, or other services).

II.2 Alternative payment terms. Any alternative payment terms approved by management must be stated in the Customer Note and will apply upon acceptance of the quotation.

II.3 Card payment fee / BNPL.

• If an invoice is paid by card through an online payment link, an additional 3.5% bank charge applies (unless we state otherwise in writing).
• If payment is made through Tabby (or similar), the applicable provider charges apply as disclosed at the time of payment.

III. Our Fees (Agency Fees) — Disclosure & Non-Refundability

III.1 Booking Service Fee (non-refundable). We charge a Booking Service Fee of AED 200 / USD $55 per passenger per booking (“Booking Service Fee”). This fee is charged for booking and administrative services and is non-refundable once the booking is confirmed/ticketed/vouchered, regardless of whether the underlying booking is refundable under Supplier rules.

III.2 Cancellation/Change Handling Fee (may apply even if Supplier denies refund). If you request a cancellation or change, we may charge an Agency Cancellation/Change Handling Fee of AED 100 / USD 27 (“Handling Fee”).

• The Handling Fee may be charged per passenger, per booking, or both, depending on the booking type and work required.
• The Handling Fee may apply even if the Supplier denies a refund or offers only credit.
• Unless required by law, the Handling Fee is non-refundable once processing begins (including contacting the Supplier, submitting the request, opening a case, or reissuing documents).

III.3 Supplier fees are separate. Any Supplier fees/penalties (airline/hotel/tour operator/wholesaler charges, fare differences, non-refundable components, etc.) are separate from our agency fees and may reduce or eliminate any refund.

IV. Flight Booking Services (Agent Role & Airline Rules)

IV.1 Agent role. We act as an administrative agent assisting with booking and ticket issuance. We are not liable for losses arising solely from airline actions/decisions (including schedule changes, cancellations, operational issues, or policy changes) made without our control.

IV.2 Airline rules apply. All flight tickets are subject to the airline’s fare rules and conditions. We do not control airline decisions regarding refunds, reissues, no-show rules, disruption options, or timelines.

IV.3 Changes – non-refundable tickets. Rebooking for non-refundable tickets may be permitted only if the fare rules allow it. If permitted, airline penalties, our fees, and any fare difference apply. No-show rules and charges may apply per airline policy.

IV.4 Changes – refundable tickets. Rebooking for refundable tickets may be permitted subject to fare rules and may include airline penalties, our fees, and fare differences. No-show rules and charges may apply.

IV.5 Internal notice guideline (48 hours). As an internal service guideline, we request that Customers submit change/cancellation requests at least 48 hours before scheduled departure to allow time to process with the Supplier. This does not guarantee that the Supplier will approve the request and does not override airline rules (which may require earlier notice or may not permit changes/refunds at all).

IV.6 Airline disruptions / force majeure. If airlines cancel/change due to events beyond our control (including pandemics, government announcements/restrictions, war, weather, force majeure, or other unforeseen events), we are not liable for losses arising solely from those airline actions. We may assist administratively; our fees may apply.

IV.7 Support hours. Our service hours are 9:00 AM to 6:00 PM (UAE time). We are not liable for delays in response outside working hours.

V. Cancellation & Refund Process (General)

V.1 How to request cancellation. To request a cancellation, you must email operations@gawitravel.com with your booking number and contact details. Requests made by call or WhatsApp may be used as a reference to initiate the process; however, we may require email confirmation to proceed.

V.2 Calculation of refundable balance. Cancellation charges are calculated based on applicable Supplier rules and may include airline/hotel/tour policies, Supplier penalties, fare differences, bank/payment processing charges, and our agency fees. Once your request is received, we will calculate the refundable balance (if any) after all applicable deductions.

VI. Refund Method & Processing (Default: Credit Voucher)

VI.1 Default refund method. Where a refund is approved, the remaining eligible refundable balance (if any) will normally be issued as a Credit Voucher (store credit) for future purchases with us, rather than as a cash refund, unless otherwise required by law or agreed by us in writing.

VI.2 Timing. Refund and voucher timelines depend on Supplier processing and payment provider/banking timelines. We are not responsible for delays caused by Suppliers, banks, card networks, or payment providers.

VII. Credit Voucher Terms (Use, Transfer, Expiration)

VII.1 Use. Credit Vouchers may be used for future purchases with GawiTravel, including:
a) airline tickets;
b) hotel reservations;
c) travel packages; and
d) tourism-related activities and transportation services.

VII.2 Multiple transactions. Vouchers may be used in whole or in part across one or multiple transactions until fully utilized.

VII.3 Non-transferability (default). Credit Vouchers are non-transferable by default.

VII.4 Transfer by approval only (email required). A transfer may be permitted only if approved by us in writing following a request sent by email to operations@gawitravel.com. We may request verification details before approving any transfer.

VII.5 Redemption. The voucher must be referenced at the time of booking and presented via email and/or through the portal (if available).

VII.6 Expiration and extensions. The voucher expiration date is stated on the voucher. Vouchers are typically valid for up to 12 months unless stated otherwise. Any extension is at our discretion and may be granted as a goodwill arrangement.

VIII. Exceptions / Non-Refundable Items

VIII.1 Partially utilized services. Services that have been partially utilized may be non-refundable in whole or in part. Where a Supplier does not refund a component, we cannot provide a refund or voucher for that non-refundable portion.

VIII.2 Supplier non-refundable items. If the Supplier denies a refund under its rules, no refundable balance may remain after deductions.

IX. Cash Refund Option (By Request; Not Default)

IX.1 Request instead of voucher. In lieu of using a Credit Voucher, you may request a cash refund equivalent to the voucher value.

IX.2 Approval and processing schedule. Any cash refund is subject to verification, Supplier confirmation (where applicable), and our internal payment plan schedule. If approved, it will be processed within a period not exceeding twelve (12) months from the date of submission, unless applicable law requires otherwise.

IX.3 Payment method. Cash refunds (if approved) will be paid using a method determined by us (e.g., original payment method or bank transfer), subject to compliance checks and applicable law.

IX.4 Cards. For card payments, refunds typically reflect within 10–20 business days after processing, subject to the issuing bank’s policy.

IX.5 Bank transfer. For bank transfer payments, processing may take 10–15 business days after processing. Refunds are made by bank transfer only and cannot be disbursed in cash.

IX.6 Non-refundable fees. Our administrative/service/payment processing charges collected at booking confirmation—including the Booking Service Fee (AED 185 / USD 50 per passenger per booking)—are non-refundable when cancellation is initiated.

IX.7 Handling fees. The Handling Fee (AED 55 / USD 15) may apply to cancellation/change and/or cash refund processing as described in Section III.

X. Product / Service Information

X.1 Good faith information. Product/service information is provided in good faith. We will use reasonable efforts to provide services as described but may substitute alternative arrangements of comparable value when necessary due to operational reasons.

X.2 Changes beyond our control. We and Suppliers are not liable for loss of enjoyment due to changes caused by airlines/hotels/tour operators or events beyond our control.

X.3 Substitution. Suppliers may substitute hotels/airlines/itineraries due to extraordinary circumstances, operational constraints, or availability.

XI. Liability

XI.1 Agent capacity. We act as an agent for Suppliers and are not liable for Supplier acts/omissions, including losses, damages, injuries, accidents, delays, or irregularities arising from Supplier services.

XI.2 Risk activities. Some activities involve inherent risk. You acknowledge these risks and participate at your own decision.

XI.3 No control over Supplier performance. We do not control Supplier services and are not liable for Supplier errors/omissions.

XI.4 Force majeure. We are not liable for events beyond our control, including force majeure, fortuitous events, and unforeseen events.

XII. Delays

We and Suppliers are not liable for delays caused by airline technical issues, strikes, weather, or other circumstances outside our control. Costs arising from unscheduled extensions are for the passengers’ own account.

XIII. Travel Documentation

You are responsible for ensuring you have valid passports, visas, permits, vaccinations/medical certificates, and all required travel documents. We are not liable for regulatory changes affecting documentation requirements. Check all travel documents upon receipt and notify us immediately of inaccuracies.

XIV. Visa Assistance Services (UAE Visas)

XIV.1 Administrative assistance only. Our role is administrative. Approval/rejection and processing time are solely decided by the relevant immigration authority.

XIV.2 Non-refundable in many cases. Visa fees may be non-refundable if rejected or if immigration rules/systems change.

XIV.3 Overstays and penalties. Any overstaying penalties/fines are borne by the Customer.

XIV.4 Processing time. Processing typically takes 2–5 working days from payment confirmation unless the Customer Note states otherwise.

XIV.5 Customer requirements (typical). You may be required to provide passport copy, photo, and supporting documents as requested by immigration.

XIV.6 Indemnity. You indemnify us and Suppliers for costs/fees arising from violations, overstays, absconding, legal cases, rejection/offloading, and other events beyond our control.

XV. Governing Law & Jurisdiction

These Terms & Conditions are governed by the laws of the United Arab Emirates as applicable in the Emirate of [Dubai / Abu Dhabi / other Emirate]. The parties agree that the courts of [Emirate], UAE shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms & Conditions, unless mandatory consumer protection laws require otherwise.

Contact

Operations Email: operations@gawitravel.com
Working Hours: 9:00 AM – 6:00 PM (UAE time)