Refund and Returns Policy
This page explains how cancellation requests, booking changes and approved refunds are handled. It does not replace any mandatory right or remedy available under applicable UAE law.
1. Scope of this policy
This Refund & Cancellation Policy applies to travel services requested or booked through Happy Journey Travel and Tours LLC. It should be read together with our Terms and Conditions and the fare rules, cancellation terms and refund conditions of the relevant airline, hotel, tour operator, visa provider, insurer, cruise line, activity provider, transport company or other supplier.
Supplier rules vary by product, fare, date and promotion. The specific conditions shown in your quotation, invoice, itinerary, ticket or voucher form part of your booking.
2. Before you pay
Before payment, we will provide the available cancellation conditions, important restrictions and any amount described as non-refundable, where that information is available to us. Please ask for clarification before authorising payment if any condition is unclear.
A low fare, promotional fare, special hotel rate, group booking, charter service, visa service or time-sensitive offer may have stricter conditions, including no-change or no-refund rules.
3. Cancellation by the customer
A cancellation request must be sent through an official Happy Journey contact channel and must include the booking reference and traveller details. A request is not complete until we acknowledge it. Cancellation is effective only after it is processed with the relevant supplier.
The refundable amount, if any, depends on the supplier rules, time remaining before travel, services already used or provided, and disclosed cancellation, service or processing charges.
4. Non-refundable or partially refundable items
Items that may be non-refundable or only partly refundable include promotional or restricted airfares, airline or supplier penalties, hotel or package deposits, no-show bookings, used or partly used services, visa and government charges after submission, insurance premiums after the permitted cancellation period, event or attraction tickets, group bookings, charter arrangements and disclosed service or payment-processing charges.
An item will not be treated as non-refundable solely because this policy lists it. The actual supplier conditions, information disclosed before payment and applicable law will determine the outcome.
5. Amendments and name corrections
Date, route, hotel, passenger or service changes are subject to availability and supplier approval. Fare differences, supplier amendment fees and any service charge disclosed before the change may apply. Many suppliers do not permit a passenger-name change and may require cancellation and a new booking.
6. No-show and unused services
Failure to check in, travel, attend or use a confirmed service at the required time may be treated as a no-show. The supplier may cancel remaining sectors or services and may decline a refund. Contact us before the scheduled service whenever possible. Refunds for unused taxes or services, if available, remain subject to supplier rules and applicable law.
7. Cancellation or change by a supplier
If an airline or other supplier cancels or materially changes a confirmed service, the options may include rebooking, credit, an alternative service or refund, depending on the supplier policy and applicable law. We will communicate available options and provide reasonable assistance, but we cannot authorise a supplier refund that the supplier has not approved or released.
Where Happy Journey itself fails to provide a service it directly agreed to provide, the matter will be handled in accordance with applicable UAE consumer-protection requirements.
8. Visa and immigration services
Visa approval, processing time and entry decisions are controlled by the relevant authority. Government, application, courier, supplier and processing charges may become non-refundable after submission or after work begins. Any known non-refundable amount will be disclosed before payment or submission. A visa refusal or delay does not automatically create a right to refund unrelated flights, hotels or other travel services.
9. How approved refunds are processed
Once a refund is approved and funds are received from the supplier, Happy Journey will process the refundable amount after deducting only charges that were disclosed in advance and are permitted by applicable law. We will provide an available status update on request.
Refunds are normally returned to the original payer and original payment method. We may request identification, proof of payment or bank details to prevent fraud and comply with financial controls. Cash or bank-transfer refunds may require a signed acknowledgement.
10. Processing time, currency and bank charges
Refund timing depends on the supplier, payment gateway, card network and bank. Any estimated time we provide begins after the necessary supplier approval and may not include the bank or card issuer posting time. We will not promise a fixed completion date unless it has been confirmed for the specific booking.
Currency conversion, exchange-rate differences, correspondent-bank fees and card or transfer charges are controlled by the relevant financial provider and may affect the final amount received. We do not retain charges imposed independently by a bank or card issuer.
11. Duplicate, failed or suspicious payments
If you believe a payment was duplicated or debited without a confirmed booking, contact us promptly with the transaction reference and proof of payment. A pending or failed payment does not confirm a booking. We may pause a transaction and request reasonable identity or cardholder verification where fraud or unauthorised use is suspected.
The person making payment confirms that they are authorised to use the selected payment method. Please do not send a full payment-card number, CVV or PIN through email or WhatsApp.
12. Chargebacks and disputes
Please contact us first if you do not recognise a charge or believe a refund is overdue so we can investigate with the supplier or payment provider. Starting a chargeback does not itself cancel a booking. We may provide booking, payment and communication records to the bank or payment provider when responding to a chargeback, subject to applicable law.
Nothing in this policy prevents a customer from using any complaint, dispute or consumer remedy available under applicable UAE law.
13. Travel insurance
A refund denied under supplier rules may still be covered by suitable travel insurance, depending on the cause and policy wording. Insurance claims must be submitted to the insurer and remain subject to the insurer’s terms, evidence requirements and decision.
14. Contact us
For a cancellation, refund status or payment concern, contact Happy Journey Travel and Tours LLC at wecare@happyjourney.ae or +971 2 679 8008. Office address: Office 329A, next to du, Third Floor, Mushrif Mall, Abu Dhabi, United Arab Emirates. Please include your booking reference, traveller name and proof of payment, but do not send sensitive card credentials.