سياسة الإلغاء والاسترداد

At Alfa Routes, we understand that travel plans may change. This Cancellation & Refund Policy explains the conditions under which bookings may be cancelled and refunds may be requested.

1. Cancellation Requests

All cancellation requests must be submitted in writing through our official email or WhatsApp.

The cancellation request must include:

• Customer’s full name.
• Booking reference number.
• Details of the booked service.
• Requested cancellation date.

The cancellation date will be based on the date Alfa Routes receives the written request.

2. Refund Eligibility

Refund eligibility depends on:

• The cancellation date.
• The type of booked service.
• The cancellation conditions agreed upon at the time of booking.
• The cancellation and refund rules of the relevant service providers.

Different conditions may apply to hotels, Nile cruises, tours, transportation, and other travel services.

3. Refund Processing – 15 Days

For eligible refunds approved by Alfa Routes, the refund process will normally be completed within 15 business days from the date the refund is approved.

The actual time for the refunded amount to appear in the customer’s account may depend on the bank or payment service provider.

This 15-business-day period applies to refund processing and does not mean that every cancellation is automatically eligible for a full refund.

4. Non-Refundable Bookings

Some bookings may be non-refundable or subject to cancellation charges.

These may include:

• Special promotional offers.
• Non-refundable hotel reservations.
• Certain Nile cruise bookings.
• Last-minute reservations.
• Services with non-refundable supplier deposits or payments.

Any non-refundable conditions or applicable cancellation charges will be communicated to the customer before booking confirmation.

5. Partial Refunds

In some cases, customers may qualify for a partial refund after deducting applicable cancellation fees, supplier charges, or costs of services already provided.

The refundable amount will be calculated according to the confirmed booking conditions.

6. No-Show Policy

If a customer fails to arrive at the agreed meeting point, hotel, or service location without prior notice, the booking may be treated as a no-show.

No refund may be available in such cases, depending on the service provider’s conditions.

7. Changes to Bookings

Customers who wish to change their travel dates, hotel, cruise, or tour arrangements should contact Alfa Routes as soon as possible.

Changes are subject to availability and may result in additional charges.

8. Cancellation by Alfa Routes or Service Providers

If Alfa Routes or a relevant service provider cancels a confirmed service, customers will be informed as soon as reasonably possible.

Where an alternative arrangement is not accepted or available, eligible refunds will be handled according to the applicable booking conditions and relevant consumer protection laws.

9. Delays and Circumstances Beyond Our Control

Alfa Routes is not responsible for circumstances beyond its reasonable control, including severe weather, government restrictions, operational disruptions, or other unforeseen events.

In such situations, we will make reasonable efforts to assist customers with alternative arrangements or applicable refund options.

10. Refund Method

Approved refunds will normally be returned through the original payment method whenever possible.

If this is not possible, an alternative refund method may be agreed upon with the customer.

Any applicable bank or payment processing charges will be handled in accordance with the disclosed payment terms and applicable law.

11. Contact Us

For cancellation requests or refund enquiries, please contact:

Alfa Routes – Explore More. Live More.