Refund and Returns Policy

Effective Date: 2 August 2026
Last Updated: 2 August 2026

This Refund & Cancellation Policy explains the conditions applicable to bookings made through SAA Travel & Tourism, whether through our website, office, telephone, email, payment link, or any other authorized sales channel.

1. Company Information

SAA Travel & Tourism
Crystal Building – Office 101
Near ADCB Metro Station
Al Karama, Dubai, United Arab Emirates

Email: booking@saatravelt.com
Telephone: +971 52 296 0034
Website: https://saatravelt.com/
Contact Page: https://saatravelt.com/contact/

2. Services Covered by This Policy

This Policy applies to all travel-related services booked through SAA Travel & Tourism, including:

Airline tickets
Hotel and accommodation bookings
Holiday and tour packages
Airport transfers and transportation
Excursions and sightseeing activities
Visa-assistance services
Travel insurance and ancillary services
Group travel arrangements
Any other travel service provided through a third-party supplier

3. Supplier Terms and Conditions

SAA Travel & Tourism acts as an intermediary between the customer and third-party travel-service providers, including airlines, hotels, tour operators, transport providers, insurance companies, visa-service providers, and other suppliers.

All cancellations, amendments, refunds, no-show penalties, and related charges are subject to:

The applicable supplier’s terms and conditions;
The fare or rate rules selected at the time of booking;
The cancellation deadline shown in the booking confirmation;
Any special promotional or non-refundable conditions; and
Applicable UAE laws and regulations.

Before completing payment, customers should carefully review the booking details, fare rules, cancellation conditions, and refund eligibility.

4. Cancellation Requests

Cancellation requests must be submitted through one of the following channels:

By email to booking@saatravelt.com;
Through our website contact page;
By telephone on +971 52 296 0034; or
By visiting our office during normal business hours.

A cancellation request is not considered completed until it has been acknowledged and confirmed by SAA Travel & Tourism.

Customers should provide:

Booking reference number;
Lead passenger’s full name;
Travel date;
Service being cancelled;
Reason for cancellation; and
Any other information reasonably required to identify the booking.

The date and time on which we receive the complete cancellation request will be used to determine the applicable supplier penalties.

5. Airline Tickets

Airline-ticket refunds and cancellations are governed by the relevant airline’s fare rules.

Depending on the ticket type:

The ticket may be fully refundable, partially refundable, or completely non-refundable;
Airline cancellation penalties may apply;
Fare differences and reissue charges may apply to amendments;
Taxes may be refundable even when the base fare is non-refundable, subject to the airline’s rules;
Promotional, discounted, group, or special fares may be non-refundable and non-changeable;
No-show penalties may apply when a passenger does not cancel before departure; and
A partially used ticket may have limited or no remaining refundable value.

SAA Travel & Tourism cannot approve or calculate the final refund until the relevant airline has reviewed the ticket according to its fare conditions.

6. Hotel and Accommodation Bookings

Hotel cancellation conditions vary according to the property, room type, rate plan, season, and cancellation deadline.

A hotel booking may be:

Refundable before a stated cancellation deadline;
Subject to a one-night or percentage-based cancellation charge;
Non-refundable after confirmation;
Fully chargeable in the event of a late cancellation or no-show; or
Subject to early-departure charges when the stay is shortened after check-in.

The cancellation conditions shown in the booking confirmation will apply.

7. Holiday Packages, Tours and Transportation

Holiday packages, tours, excursions, transfers, and transportation services may include several independent suppliers.

Cancellation of a package may therefore result in separate charges from airlines, hotels, transport providers, tour operators, and other suppliers.

Once tickets, accommodation, transportation, attraction tickets, or other services have been issued or confirmed, some or all components may become non-refundable.

Any refund will be calculated only after all relevant suppliers have confirmed their individual cancellation charges.

8. Visa-Assistance Services

Visa issuance is controlled entirely by the relevant embassy, consulate, immigration authority, or government department. SAA Travel & Tourism does not guarantee that a visa application will be approved.

Visa-assistance, application, appointment, government, courier, documentation, insurance, and processing fees may become non-refundable once the application or service has been submitted or initiated.

A visa refusal, delay, or request for additional documentation does not automatically entitle the applicant to a refund.

9. No-Show Bookings

A customer will generally be considered a no-show when they fail to use a confirmed service without cancelling it within the required period.

No-show bookings may be:

Completely non-refundable;
Subject to the full booking charge;
Subject to additional supplier penalties; or
Cancelled for all remaining portions of the itinerary.

Customers are responsible for arriving at the airport, hotel, meeting point, or departure location within the time specified by the relevant supplier.

10. Refund Eligibility

A refund may be issued only when:

The applicable supplier’s conditions permit a refund;
The cancellation request was received within the permitted period;
The customer has provided all required documents and information;
The supplier has calculated and confirmed the refundable amount; and
The refund has not been restricted by a non-refundable fare, promotional rate, no-show condition, or other booking rule.

The final refundable amount may be reduced by:

Airline or supplier penalties;
Cancellation charges;
No-show charges;
Used portions of the booking;
Non-refundable taxes or fees;
Payment-processing charges where legally permissible;
Currency-conversion differences;
SAA Travel & Tourism service or administration fees disclosed in connection with the booking; and
Any other charge imposed under the applicable booking conditions.

11. Refund Processing Time

The time required to approve a refund depends on the relevant airline, hotel, tour operator, payment provider, or other supplier.

SAA Travel & Tourism cannot complete a refund until:

The supplier has reviewed and approved the request;
The supplier has confirmed the refundable amount; and
Where applicable, the supplier has returned the funds to SAA Travel & Tourism.

Once the approved funds have been received from the supplier, SAA Travel & Tourism will normally submit the refund to the original payment method within seven business days.

After the refund has been submitted, the customer’s bank, card issuer, or payment provider may require an additional 5 to 15 business days to display the amount in the customer’s account.

Some supplier refunds may take longer due to airline processing, investigation, international settlement, documentation requirements, peak travel periods, or circumstances outside our control. We will provide a status update upon reasonable request.

12. Original Payment Method

Approved refunds will normally be returned through the same payment method used for the original transaction.

For card payments:

The refund will normally be returned to the same card;
The cardholder’s name may be verified;
A refund cannot normally be redirected to another card or person; and
The amount appearing on the statement may vary slightly due to exchange-rate movements or charges applied by the issuing bank.

Where refunding the original payment method is not technically possible, SAA Travel & Tourism may request additional identification and banking information before arranging an alternative refund method.

13. Service and Administration Fees

Service, booking, consultation, documentation, payment-processing, amendment, and administration fees charged by SAA Travel & Tourism may be non-refundable once the applicable service has been performed.

Any applicable fee will be communicated to the customer through the booking quotation, invoice, payment page, booking confirmation, or communication relating to the transaction.

14. Supplier-Initiated Cancellation or Schedule Change

An airline, hotel, tour operator, or other supplier may cancel, reschedule, delay, relocate, or materially modify a service.

Where this occurs, the available options may include:

Acceptance of the revised service;
Rebooking on an alternative date;
A travel credit or voucher;
An alternative hotel or service; or
A refund, where authorized by the supplier.

The remedy offered will be governed by the supplier’s rules and applicable law. SAA Travel & Tourism will assist the customer in communicating with the supplier but cannot guarantee a particular outcome that has not been authorized by the supplier.

15. Force Majeure and Events Outside Our Control

SAA Travel & Tourism will not be responsible for cancellations, interruptions, or delays caused by circumstances outside its reasonable control, including:

Severe weather or natural disasters;
War, terrorism, or civil unrest;
Government actions or travel restrictions;
Epidemics, pandemics, or public-health measures;
Airport or airspace closures;
Strikes or labour disputes;
Technical or operational failures;
Immigration or visa restrictions; or
Supplier insolvency or suspension of operations.

Any refund, credit, or alternative arrangement in such circumstances will depend on the relevant supplier’s policy and applicable law.

16. Incorrect Customer Information

Customers are responsible for ensuring that all information supplied during booking is correct, including:

Passenger names;
Passport information;
Nationality;
Date of birth;
Travel dates;
Contact information; and
Visa or entry requirements.

Charges resulting from incorrect, incomplete, or late information provided by the customer will be the customer’s responsibility.

17. Duplicate or Incorrect Transactions

Customers should contact SAA Travel & Tourism immediately if they believe that:

A payment was charged more than once;
An incorrect amount was charged;
A booking was created without authorization; or
A refund amount is incorrect.

We will investigate the transaction and communicate the result after reviewing the booking, payment records, and supplier information.

18. Payment Disputes and Chargebacks

Customers are encouraged to contact SAA Travel & Tourism before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the matter.

Initiating a chargeback does not automatically cancel the booking or remove supplier cancellation penalties.

Where a payment dispute is raised, SAA Travel & Tourism may provide the relevant bank or payment provider with transaction records, booking confirmations, communications, invoices, supplier confirmations, acceptance records, and other evidence relating to the transaction.

19. Travel Credits and Vouchers

Where a supplier offers a travel credit or voucher instead of a cash refund:

The credit will be subject to the supplier’s conditions;
Expiry dates may apply;
Fare differences may apply when rebooking;
The credit may be non-transferable;
Route, destination, passenger, or service restrictions may apply; and
Unused balances may not be refundable.

SAA Travel & Tourism is not responsible for credits or vouchers that expire because they were not used within the supplier’s validity period.

20. Customer Confirmation

By completing a booking or making payment, the customer confirms that they have reviewed and accepted:

The booking details;
The price and currency;
The applicable supplier conditions;
The cancellation and refund rules;
Any disclosed service or administration charges; and
This Refund & Cancellation Policy.

21. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or reduce any mandatory rights or remedies available to customers under applicable consumer-protection laws of the United Arab Emirates.

Where any provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

22. Governing Law and Jurisdiction

This Policy shall be governed by the applicable laws of the United Arab Emirates and the Emirate of Dubai.

Subject to any mandatory consumer-protection rights, disputes relating to this Policy or a booking made through SAA Travel & Tourism shall be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates.

23. Changes to This Policy

SAA Travel & Tourism may update this Policy from time to time to reflect changes in our services, supplier requirements, payment procedures, or applicable laws.

The version displayed on our website at the time of booking will apply to that booking, unless a later change is required by law or benefits the customer.

24. Contact Us

For refund requests, cancellation requests, or questions about this Policy, please contact us: