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Last updated August 2026
Clear, fair and transparent refunds.
At Razaqly, we understand that travel plans can change. Our aim is to make the refund process as clear, fair, and straightforward as possible.
Refund eligibility, refundable amount, applicable deductions, and processing time depend on the type of service booked and the specific terms and conditions attached to that booking. For flights and hotels, the applicable rules of the airline, hotel, fare, rate plan, travel supplier, or other relevant service provider will also apply.
Flight tickets may be:
Refundability is shown on each flight before you pay, so you can choose the fare that suits you. If a customer requests cancellation of an eligible flight booking, Razaqly will process the request according to the applicable fare conditions and airline or supplier rules.
The refund calculation may include deductions for:
The remaining eligible amount will be the customer’s refund.
Actual refund amounts, deductions, and service fees vary depending on the individual booking, airline, supplier, fare rules, and applicable conditions.
If payment succeeded but no ticket was issued, you receive a full refund of the amount charged — no deductions of any kind.
Where the airline allows a free cancellation shortly after booking, cancelling inside that window returns the fare in full. Otherwise a cancellation must be requested before the airline’s cutoff and before departure: after departure, or following a no-show, most fares have no refund value.
If a fare is clearly sold as non-refundable, the customer may not be entitled to a refund of the ticket fare following voluntary cancellation.
However, where certain taxes, fees, or other amounts remain refundable under the applicable airline or supplier rules, Razaqly may request those eligible amounts on behalf of the customer. Any applicable Razaqly service charge will be communicated before the relevant refund service is confirmed.
If an airline cancels a flight, the customer’s available options will depend on the airline’s policy and the circumstances of the cancellation. Available options may include:
Where Razaqly receives refund or rebooking options from the airline or supplier, the available options will be communicated to the customer.
Where a flight is cancelled by the airline, Razaqly will not apply the voluntary cancellation fee that would apply when a customer chooses to cancel. Any separate Razaqly service fee, where applicable, will be clearly disclosed before the relevant service is processed.
If an airline makes a significant schedule change, delay, route change, cancellation, or other disruption, the customer may be offered options according to the airline’s applicable policy. These may include:
Final eligibility for rebooking, credit, or refund remains subject to the applicable airline or supplier rules.
Once a refund request is submitted, it may first need to be reviewed or approved by the relevant airline, hotel, or supplier. After approval, the time required for the refund to reach the customer may vary depending on:
Razaqly will provide available refund status information where supported. Any refund timeframe shown to the customer should be considered an estimate unless a specific timeframe is guaranteed by the relevant provider.
Where possible, approved refunds will be returned to the original payment method used to make the booking.
If a refund to the original payment method is not possible, Razaqly may contact the customer regarding an available alternative refund method, subject to identity verification, security checks, payment-provider requirements, and applicable law.
Hotel refund eligibility depends on the cancellation conditions of the selected property, room, and rate plan. Hotel rates may include:
Customers should carefully review the room and cancellation conditions before completing their booking.
If a customer does not arrive at the hotel and does not cancel the reservation according to the applicable cancellation policy, the booking may be treated as a no-show. Depending on the hotel’s or supplier’s rules, this may result in:
Razaqly cannot guarantee a refund for a no-show booking.
Changes to a hotel booking may include:
A modification may affect the original price and the cancellation or refund conditions. Where modification is supported, any new price, rate difference, hotel or supplier charge, and applicable Razaqly service charge will be communicated before the customer confirms the change. All modifications remain subject to availability and the applicable hotel or supplier conditions.
Visa services are different from flight and hotel bookings. Razaqly charges for professional assistance and work performed in preparing and supporting visa applications.
If a cancellation request is received before Razaqly has started processing the visa service, refund eligibility will be assessed based on the work already performed and any administrative, payment, government, embassy, or third-party costs already incurred.
Once Razaqly has started providing the agreed service — including consultation, document review, application preparation, form completion, appointment assistance, submission assistance, or other agreed work — the applicable Razaqly service fee may become partially or fully non-refundable according to the stage of work completed.
Visa application fees, embassy or government fees, biometric charges, appointment fees, courier charges, insurance costs, or other third-party payments are subject to the refund policies of the organisation receiving those payments. Razaqly cannot guarantee the refund of government, embassy, or other third-party charges.
A visa refusal does not automatically entitle the customer to a refund of Razaqly’s service fee where the agreed professional service has already been provided.
Razaqly provides visa assistance but does not issue visas or guarantee visa approval. Visa applications and final decisions are controlled solely by the relevant embassy, consulate, immigration authority, or government.
Where a Razaqly booking, cancellation, modification, refund-processing, or other service fee applies, the applicable fee will be disclosed to the customer before the relevant paid service is confirmed.
Service fees already earned for services that have been performed or completed may be non-refundable, subject to the applicable booking conditions and applicable law.
If a booking was made using a coupon, promotional code, discount, or other promotional benefit, the refund will normally be calculated based on the amount actually paid by the customer, subject to the applicable booking and promotional conditions.
Coupons, promotional credits, or promotional value may not be refundable, transferable, or convertible into cash unless expressly stated otherwise in the applicable promotion.
If a customer believes they have been charged more than once for the same transaction, or that an incorrect amount has been collected, they should contact Razaqly customer support as soon as possible.
After verification, any confirmed duplicate or incorrect payment will be handled according to the applicable payment and refund procedures. Additional information or verification may be requested where reasonably required.
Where refund tracking is available, a refund request may progress through statuses such as:
If a refund request is rejected, Razaqly will provide the available reason where that information has been given by the relevant airline, hotel, supplier, or service provider.
Customers may request an eligible refund through the available Razaqly booking-management system, or by contacting support at info@razaqly.com with the booking reference. We will retrieve the airline’s or supplier’s refund quote and confirm the amounts with you before proceeding.
Customers may be asked to provide:
Never send complete card details, PINs, passwords, or one-time codes by email, WhatsApp, or any other messaging channel. Razaqly will never ask you for them.
Submitting a refund request does not guarantee that the refund will be approved. Refund eligibility and the final refundable amount depend on the applicable booking conditions, airline, hotel or supplier rules, services already provided, and applicable law.
Before confirming an eligible refund request, Razaqly aims to provide the customer with available information regarding:
The final refunded amount may differ where additional adjustments are made by the relevant supplier, payment provider, bank, or other applicable party.
Where a booking involves currency conversion, the amount received after a refund may differ from the amount originally charged due to exchange-rate movements, bank conversion rates, card-network rates, or other currency-conversion charges.
Razaqly is not responsible for differences caused solely by exchange-rate fluctuations or conversion charges applied by banks, card issuers, payment providers, or other third parties.
For security and fraud-prevention purposes, refunds will normally be processed to the original payment method and the original payer, subject to applicable payment-provider requirements.
Razaqly may request additional identity or payment verification before processing an alternative refund method. Refunds will not be redirected to an unrelated third party solely at the customer’s request where doing so would conflict with security, fraud-prevention, payment-provider, or legal requirements.
At Razaqly, our goal is to make the refund process understandable and transparent. We aim to communicate clearly what is refundable, what may be deducted and why, the estimated amount to be returned, and the status of the refund as it progresses.
The wider principles behind this policy are set out in our Company Policy, and our role against the airline in our Terms & Conditions.
Razaqly — your journey, simplified.