General
The cancellation policy is effective for all vacations crafted by Dimaak Travel Technologies (Dimaak Tours) from 01 January 2020. Dimaak Tours customers who are eligible for refunds shall receive the refund amount within 60 working days from the date of cancellation or when the supplier(s) process the refund, whichever is later.
For refunds related to on-trip cancellations, customers shall receive the refund amount within 30 working days from the date of their return or when the supplier(s) processes the refund, whichever is later. For queries/clarifications, please reach out to contact@dimaak.com.
The Refund amount depicted is subject to change based on international exchange rates, refunds received from suppliers and payments received from customers till date. Any change in refund amount shall be communicated to customers by their respective account owners to salespeople.
Flights
On cancelling flights marked as “Non-Refundable” on the final travel vouchers, customers shall be eligible for a zero refund.
For Flights marked as “Refundable” on the final travel vouchers, customers shall receive a refund as per the details mentioned under the “Cancellation Policy” section of the product and also in the final itinerary shared over email. The agreed itinerary shall be final. Changes made to the itinerary while travelling cannot be held against Dimaak Tours.
The total refunds for flights may include components that vary as per the international exchange rates. Dimaak Tours shall not be responsible for grounded/cancelled/delayed flights. Any cancellation requests for these flights shall have to be placed with the respective airlines. Realisation of refunds would be subject to processing by the respective airline carrier.
The onus is on the customer to ensure that his/her passport has a minimum of 1-year validity and is in good condition. Dimaak Tours is not liable to refund a customer who is not allowed to board the flight because of invalid passports (validity expired, damaged passports).
Customers are expected to reach the airport ahead of their boarding time (at least 3 hours prior to boarding time). Dimaak Tours is not responsible for refunding customers who miss their flights owing to delayed arrival at the airport.
Dimaak is not liable for any delays in getting to the airport caused by not adhering to the travel itinerary or any recommendations made by the vendor or transportation company. Information on flight delays shall only be notified during business hours when we receive the same from the airlines.
Details about baggage limitations (cabin and check-in) shall be furnished as part of the final travel vouchers. Additional costs owing to breached baggage limits shall have to be paid by the customer at the time of check-in
Dimaak Tours shall set meal preferences for customers with airline carriers upon request. However, Dimaak Tours has no control over the availability and quality of meals served on the flight. This shall be controlled completely by the airline carrier. Meals, luggage, and seat selection are not included by default. They need to be booked separately.
Hotels
On cancelling hotels which have been marked as “Non-Refundable” on the final travel vouchers, the customer shall be eligible for a zero refund.
For hotels which have been marked as “Refundable” on the final travel vouchers, refunds and their timelines shall be applicable as mentioned under the “Cancellation Policy” section of the product and in the final itinerary shared over email or WhatsApp.
The total refunds for hotels may include components which vary with international exchange rates. While Dimaak Tours strives to provide the best hotels with world-class amenities, we cannot be held responsible for factors such as hotel staff behaviour, cleanliness and quality of accommodation. Additional costs owing to on-trip room upgrades and additional amenities shall be borne by the customer. All hotels changed on-trip (Hotels booked per itinerary cancelled and new hotels booked) shall entail a 100% cancellation fee.
Entertaining early check-in or late check-out requests is solely based on the discretion of the hotel. Dimaak Tours shall not be able to process cancellation requests owing to the non-availability of these requests.
Activities
On cancelling activities while on the trip, the customer shall be eligible for a zero refund.
If you cancel activities 72 hours before the activity date, a partial or full refund can be provided depending on the activity. The total refund for activities may include components that vary with international exchange rates.
Regardless of the cancellation date, certain activities are not refundable.
For all transfers, refunds are not possible if they are cancelled or rescheduled in the last minute. At least 72 hours prior, notice is required for a refund eligibility.
Visa & Insurance
Dimaak Tours acts as a facilitator for processing Visa applications. We shall guide customers on Visa formalities & Visa documentation for specific destinations. The discretion to grant/reject a Visa rest solely with the concerned embassy and Dimaak Tours shall not be responsible for the rejection of any applications. The Visa fee is non-refundable in case of rejected visa applications. The Visa fee shall include the Visa Agent Fee, Service Fee and the immigration office fee.
While we strive to provide a seamless Visa experience to the customers, Dimaak Tours shall not be held responsible for unforeseen changes to Visa formalities levied by the embassy during the document submission and processing phase.
Insurance once applied is subject to a 100% cancellation fee and is non-refundable.
TLDR
- 35 Days or more prior to Departure 90% of the Tour Cost shall be returned.
- 34 Days to 15 Days prior to Departure 75% of the Tour Cost shall be returned.
- 14 Days to 8 Days prior to Departure 40% of the Tour Cost shall be returned.
- 7 Days to 3 Days prior to Departure 10% of the Tour Cost shall be returned.
- Cancellation in the Airline shall be as per the Airline's norms and conditions.
Transfers
For all transfers, refunds and their timelines shall be applicable as mentioned under the “Cancellation Policy” section of the product and in the final itinerary shared over email. The total refunds for transfers may include components that vary with international exchange rates.