Refund Policy

The terms that decide eligibility

Refund eligibility is based on the fare, rate, tour, or service conditions shown before you booked, the provider’s rules, and any consumer rights that apply by law. A booking may be fully refundable within a stated period, refundable after a disclosed deduction, partly refundable, eligible for a credit or rebooking, or non-refundable. The exact rule for your booking takes priority over general examples on this page.

A supplier may have separate deadlines for cancellation, changes, no-shows, and partially used services. A request submitted after a deadline, after travel has started, or after a service has been used may not qualify for a refund. If a legal right applies, these booking restrictions do not remove it.

If you purchased travel insurance, cancellation or disruption claims are assessed by the insurer under the policy document. An insurance claim is separate from a refund request to Sawari or a travel provider.

Cancellation deadlines and time zones

A cancellation deadline may be stated as a date and local time for the airline, property, activity, or destination. Do not assume that midnight in Bahrain is the deadline if the service is located in another time zone. Daylight-saving changes, public holidays, and provider business hours can also affect when a request is considered received. If the deadline is unclear, ask us or the provider as early as possible and keep the written answer.

The time a request is sent may differ from the time it is received or processed. A website form may provide a submission receipt; an email may be delayed or filtered; a telephone call may not create a written record. Use the designated channel in the confirmation and keep proof of submission. If you do not receive an acknowledgement and the deadline is approaching, follow up through another official channel and ask the provider to confirm the booking status.

A request submitted before a deadline does not always mean the supplier has accepted the cancellation. Some providers treat the reservation as active until they issue a cancellation number or written confirmation. Continue to monitor the booking and, where appropriate, contact the service provider directly. If a service is imminent, do not wait for a routine email response before calling the provider’s urgent support channel shown on the ticket or voucher.

Where a deadline has passed, still contact us if there are unusual circumstances or you believe a provider has not applied its own terms correctly. We will check the available information, but we cannot promise that the provider will make an exception. Any discretion exercised by a provider in one case does not automatically change the terms for another booking.

How to request a cancellation or refund

Contact us as soon as possible at Tsawaritravelworld@gmail.com or +973 1727 6007. Include the booking reference, lead traveller’s name, the service you want to cancel or change, and a short explanation. If your confirmation names a dedicated support channel, use that channel as well.

If the service is due to start soon, contact the provider directly using the official contact details on your ticket or voucher, then let us know. Do not assume that a message, unanswered call, payment reversal, or request submission has cancelled the booking. Wait for written confirmation of the result.

If a provider cancels or materially changes your service, include the provider’s notice and tell us which option you prefer. We will check the options available under the booking terms and applicable law.

Information to include with a request

A clear request helps us identify the correct booking and submit it to the right provider. Include the booking reference, lead traveller’s name, the service involved, the date you want to cancel or change, and a reliable way to contact you. If a provider has already sent a cancellation, delay, or change notice, include a copy or quote its reference. Tell us whether you have contacted the provider directly and what response you received so we can avoid sending duplicate requests.

Some providers may ask for documents to support a request, such as a ticket, voucher, cancellation notice, proof of payment, or evidence related to a stated exception. We will explain what is requested when that information is passed to us. Send only relevant material and remove unrelated personal or financial information where practical. Do not include complete card credentials, security codes, passwords, or one-time authentication codes in a refund email.

If the request concerns illness, bereavement, or another sensitive circumstance, you do not need to include unnecessary medical or private details in your first message. Tell us that supporting information may be available and ask which party needs it and how to submit it securely. The provider or insurer may set its own evidence requirements and decide whether the documents satisfy its policy.

If a person other than the lead traveller submits the request, we may need to confirm that person is authorized to access the booking. We may ask the lead traveller to contact us or provide suitable authorization. This step protects the itinerary and personal information from being changed or disclosed to someone who is not entitled to act for the booking.

Duplicate, failed, or incorrect payments

If you believe you were charged more than once, paid the wrong amount, or see a payment that does not match your booking, contact us promptly with the booking reference, payment date, amount, and currency. Do not send your full card number, PIN, password, or security code. We will compare the payment record with the booking and, if necessary, ask the payment processor or supplier to trace the transaction.

A pending card authorization may appear in your account before a transaction is completed. Your bank or payment provider controls when an authorization is released or shown as a completed charge. If a booking request was not confirmed but money was collected, we will check the transaction and arrange any amount due back under the applicable terms and law.

If the amount differs because a supplier charged a separately disclosed local fee or a bank applied a currency conversion or foreign-transaction charge, we will explain the information available to us and direct you to the supplier or bank responsible for that item when appropriate.

Review, deductions and approval

We will review the conditions attached to your booking and submit the request to the provider or booking partner when necessary. The provider may need time to assess it or may ask for supporting documents. We will tell you when a decision depends on the provider rather than Sawari.

If a refund is approved, the returned amount may be reduced by charges permitted under the booking terms and applicable law, such as a supplier cancellation penalty or a disclosed service charge that is properly payable. Before proceeding with a cancellation or change involving a new charge, we will explain the known amount and ask for your approval where required.

A request may be declined if the applicable terms do not allow a refund, the service has been used, a required deadline has passed, or the provider has not approved it. We will explain the reason available to us and identify any further review route provided by the provider or applicable law.

How a refund amount is calculated

A refund is not always the same as the total originally paid. The provider may calculate the amount using the unused value of a ticket or service, the rate conditions, the time remaining before travel, the number of travellers, or a cancellation formula shown at purchase. An approved amount may be reduced by a supplier penalty, a permitted and disclosed booking fee, or a non-refundable component. We will explain the calculation information available to us and identify when a provider has made the calculation.

Where one payment covers multiple components, the provider or booking partner may allocate the price among flights, accommodation, transport, taxes, or optional services. Each component may have a different refund result. A refund for one part does not guarantee that another part is refundable. If a breakdown is available, we will share it or request clarification when an amount appears inconsistent with the booking record.

Taxes, airport charges, property deposits, or government fees may be collected by different parties and may be refundable under different rules. Some may be retained by the supplier, while some may be paid directly by the traveller at the destination. We cannot promise that a tax or fee can be reclaimed; the relevant authority or provider must confirm the rule and amount.

If the provider offers a voucher, credit, or rebooking instead of money, review its value, expiry, eligible services, name-transfer rules, and any fare difference before accepting. A credit is not the same as a cash refund. We will not treat a proposed credit as accepted merely because it was offered, unless the booking terms or applicable law provide otherwise.

Multiple suppliers and connected itineraries

An itinerary may look like one trip while being made up of separate contracts. A flight, hotel, airport transfer, attraction ticket, insurance policy, and eSIM may each have a different provider, payment recipient, deadline, and refund rule. A change or cancellation by one supplier does not automatically amend another supplier’s booking. Make a list of every affected reference and tell us which services you want reviewed.

A disruption to one part can make another part harder to use, but it does not automatically create a refund for the unaffected booking. For example, a cancelled inbound flight may affect a hotel arrival, while the hotel may still apply its own late-arrival or no-show terms. Contact the hotel before its deadline and explain the disruption; keep both the airline and property responses. If a package or linked travel arrangement is subject to statutory protections, those legal rules may change how responsibilities and remedies apply.

If an itinerary contains separate tickets, check whether the provider has agreed to protect the connection. A cancellation or delay on one ticket may not provide a refund on a later ticket bought separately. Contact every affected carrier and request written instructions before purchasing replacement travel if possible. Keep receipts and notices if you later ask an insurer or provider to consider additional expenses.

When only part of a booking is cancelled, ask the provider to state which passengers, dates, rooms, or segments remain active. A partial refund calculation should identify the part removed and any change to the remaining price. If the revised itinerary is not what you requested, contact us before relying on it and do not assume that all connected services have been changed.

Flights and airline refunds

Flight refunds depend on the airline, ticket type, unused ticket value, fare rules, and the reason for cancellation. Some promotional fares are non-refundable. Any refundable taxes, unused segments, or remedies following a disruption must be confirmed against the ticket rules, airline decision, and applicable law; no particular fare or tax component is guaranteed refundable unless confirmed.

An airline cancellation or schedule change may provide different options from a traveller-requested cancellation. Available options may include a refund, rebooking, or credit if offered by the airline or required by law. Separate tickets or segments can have separate rules, and cancelling one does not automatically cancel another.

Changes, name corrections, missed flights, failure to check in, or failure to use flight segments in the required order can affect eligibility and may incur airline charges. Contact us before making a change where possible and wait for written confirmation before relying on a new itinerary.

Airline refund administration

When a ticket is refundable, the airline or ticketing partner may need to cancel or void it before calculating the amount. Do not use a ticket after asking for cancellation unless the airline confirms it remains valid; using one segment may change the value of the remaining segments. The ticketing carrier, operating carrier, and booking intermediary can have different roles, so the party receiving your request may need to coordinate with another organization before a decision is available.

An itinerary with multiple airlines, separately issued tickets, or a codeshare may require separate refund requests. A disruption by one carrier does not automatically cancel a separate ticket bought for a connection or return journey. Review the ticket numbers and booking references on each confirmation and identify every affected segment when contacting us.

If an airline cancels a flight, it may provide a rebooking, refund, credit, or other remedy under its terms and passenger-rights obligations. Keep the airline’s notice and any offer you receive. If you accept a rebooking, ask whether the remaining itinerary and services are still valid. If you prefer a refund, say so clearly before accepting an alternative where possible; options can depend on how the airline records your choice.

If a ticket was purchased through a booking partner, the airline may direct you back to the issuing agent, or the agent may need to submit the refund through its ticketing system. Sawari can help route the request based on the booking record, but cannot bypass the airline’s ticket controls. A payment provider’s processing time begins only after the refund is approved and transmitted through the applicable channel.

No-shows, late arrival and partially used services

A no-show occurs when a traveller does not arrive or use a booked service in the manner and time required by the provider. Airlines, hotels, tour operators, and transport companies may apply different no-show rules, and a missed first flight or departure can affect later parts of an itinerary. Contact the provider and Sawari as soon as you know you may be late or unable to attend; contacting us does not itself preserve a reservation or waive a provider deadline.

A service that has partly been used may not be refundable in full. For example, a completed flight segment, an occupied hotel night, a used attraction ticket, or an activated digital product may have a different value from an unused service. The provider will determine any remaining value under its terms and applicable law. We will ask for a breakdown where one is available and explain any calculation or deduction communicated to us.

If a traveller leaves a trip early, misses a connection, or chooses not to use an optional component, tell us which unused items should be reviewed. A voluntary decision not to use a service does not automatically create a refund right, but we will check whether the provider’s rules or applicable law offer an option.

Hotels, tours and transport

Hotel and accommodation refunds depend on the property’s cancellation deadline, rate plan, deposit terms, no-show rule, and whether any part of the stay has begun. A refundable reservation may become chargeable after its free-cancellation deadline. Deposits or local charges paid directly to a property may need to be addressed with that property.

Tours, attraction tickets, transfers, rail, and bus services may be date-specific or non-refundable after ticket issue. Weather, minimum group size, route changes, and safety decisions are handled under the operator’s terms and applicable law. If an operator cancels, we will relay the available rebooking or refund options once confirmed.

A package or itinerary containing multiple services can have different rules for each part. A refund or cancellation of one item does not automatically cancel connected flights, accommodation, insurance, or transport.

Accommodation cancellation details

Property cancellation deadlines are usually based on the property’s local time and may be earlier than the check-in date shown in your home time zone. Read the exact deadline in the confirmation, including the time and time zone where stated. A request sent near the cutoff may not reach the property before the deadline, so submit it early and keep written proof of when it was sent.

A reservation may include several rooms or nights with different rate conditions. A partial reduction in guests, rooms, or nights can be treated as a modification or cancellation and may change the rate for the remaining stay. If one room is cancelled, the other rooms may remain active. Tell us exactly which room and dates you want reviewed, and confirm that the property has updated its record.

If you paid a deposit or local charge directly to the property, that property may be responsible for deciding and issuing the return. A payment card hold or damage deposit can take additional time to release after checkout and may not appear as a refund transaction. Contact the property or card issuer about the release, and provide us with the receipt if the amount appears to have been captured rather than held.

If a property cannot provide the reserved room, contact it immediately and ask for the proposed alternative and any price difference in writing. If the proposed arrangement is not acceptable, notify us before accepting where practical. The available remedy depends on the booking, property terms, and applicable law. Any mandatory rights relating to a failure to provide accommodation remain unaffected.

Activity, tour and transport refund details

Activity and tour operators may set a minimum notice period, minimum group size, or weather-related cancellation process. A customer cancellation may be treated differently from an operator cancellation. If the operator cancels, keep its notice and ask whether it offers a replacement date, alternative activity, credit, or refund. Do not assume an alternative is equivalent; check the date, duration, inclusions, meeting point, and any additional cost.

For a bus, rail, ferry, transfer, or other transport ticket, eligibility may depend on whether the ticket has been collected, validated, scanned, or partially used. Some tickets must be cancelled before a stated departure cutoff. If the provider’s app or website offers self-service cancellation, save the confirmation screen or email and share it with us if the booking status does not update.

Where a tour or transport service is shared by a group, cancelling one participant may not cancel the full group booking. The operator may apply a per-person rule or a group-level condition. Identify each traveller affected by the request and ask the operator to confirm the revised passenger list and any balance due.

If an operator changes a meeting point or schedule, check the notice carefully and confirm that you can still attend. A change that is minor under the provider’s terms may not create a refund option, while a significant change may have a different remedy under applicable law. We will share the provider’s stated options and can ask for clarification if the notice does not explain what happens to your ticket.

Insurance, eSIM and assistance fees

Insurance premiums, cancellations, and claims are handled under the insurer’s policy and applicable law. Contact the insurer or claims administrator named in your documents for coverage decisions. We can help direct you to the correct contact where possible.

An eSIM or digital travel service may be treated as delivered or activated once its QR code, credentials, or activation instructions have been issued or used. Refunds then depend on the provider’s terms, activation status, technical eligibility, and applicable law. Contact us before activation if you are unsure whether your device or destination is supported.

Any Sawari booking or assistance fee will be disclosed before you commit. Whether it can be refunded depends on what the fee covers, whether the service has been provided, the booking terms, and applicable law. We will not apply an undisclosed cancellation deduction.

Insurance claims are separate from booking refunds

A travel insurance policy is a contract between the insured person and the insurer or the parties named in the policy documents. The insurer decides whether an event is covered, what evidence is needed, and the amount payable under that policy. A refund from a travel provider and an insurance benefit are separate processes; approval of one does not guarantee approval of the other.

If you need to make a claim, follow the policy’s notification deadline and use the insurer’s claim channel. The insurer may request receipts, medical documents, provider cancellation notices, or proof of travel. Submit sensitive claim documents directly through the insurer’s verified process when possible. Sawari may help identify the insurer or pass a booking record where authorized, but does not make a coverage decision.

The premium for an insurance product may have separate cancellation terms from the trip itself. If you cancel a flight or hotel, that does not automatically cancel the policy. Contact the insurer to ask whether the policy can be cancelled, amended, or refunded. Do not assume the insurance premium is included in the refundable travel amount unless the confirmation says so.

If an insurance product was not issued, was issued with incorrect details, or appears to differ from the product selected, contact us and the insurer promptly. Include the policy or certificate reference and describe the discrepancy. The available correction or refund will depend on the policy status, the insurer’s rules, and applicable law.

Refund timing and payment method

After approval, refunds are generally sent to the original payment method where possible. If that method is no longer available, contact us so we can explain what verification or alternative arrangement may be accepted. We will not ask you to disclose a card security code to issue a refund.

Processing time depends on the provider, intermediary, payment processor, and your bank or card issuer. We will share the status available to us and any reference number. Bank posting times are outside Sawari’s control, so we cannot promise a fixed arrival date unless one has been confirmed for your booking.

If the refund has taken longer than the estimate given to you, contact us with your booking reference and refund confirmation so we can follow up with the relevant party.

When a booking has several payment components or providers, approved amounts may be processed separately and may appear on different dates or under different transaction descriptions. A partial credit does not necessarily mean the remaining amount was rejected; check the itemized decision and contact us if a component appears missing. If several travellers paid separately, provide the payer and transaction reference for each request so the correct payment can be traced and returned to the appropriate method where possible.

If an amount still appears incomplete after checking the decision, send us the remaining difference and the relevant transaction reference so we can compare the records.

Tracking a refund and keeping records

A refund request can involve review by Sawari, a booking intermediary, a travel provider, and a payment processor. Each party may have its own queue and verification process. We will share status updates available to us, but a period of silence from a supplier does not itself mean the request has been approved or rejected. If we need additional information, responding promptly can help avoid restarting a review or missing a provider deadline.

Keep the original booking confirmation, cancellation request, provider response, refund calculation, and payment confirmation together. If a provider gives you a case or authorization number, include it in later messages. A bank statement may show a merchant name different from the Sawari brand because a payment processor, airline, or hotel may appear as the descriptor. Share only the relevant transaction line if you need help matching a refund.

When a refund is approved, we may provide a transaction or refund reference. Use it when asking your bank or card issuer to trace a credit that has not appeared. The bank may need several processing steps before the credit displays, and the original transaction can be reversed rather than followed by a separate credit entry. Contact us if the reference is rejected or the amount does not match the approved calculation.

Do not submit the same refund request repeatedly through unrelated channels unless the service is urgent or a deadline is near. Duplicate requests can create conflicting instructions, especially where one request asks for a cash refund and another accepts a voucher. If you need to change your preferred remedy, tell us clearly and ask for confirmation that the new instruction has been recorded.

Separate bookings and special cases

A trip containing several services may involve different providers and separate cancellation rules. Cancelling one service does not automatically cancel the others. Tell us which items you want reviewed and check each confirmation for its own deadline.

If a provider cancels a service or makes a significant change, contact us promptly so we can explain the options made available. Disruptions caused by severe weather, public-health events, industrial action, government restrictions, security events, or other circumstances outside a provider’s control may be handled under that provider’s terms and legal obligations. A force-majeure label does not automatically remove rights that apply by law.

Reasonable additional expenses, such as replacement transport or accommodation, are not automatically reimbursable by Sawari. Keep receipts and ask the provider or insurer whether a claim process applies.

Provider cancellations and proposed alternatives

If a provider cancels a confirmed service, review the notice for the affected date, service, passenger, and reservation reference. The provider may offer a replacement date, a different route or property, a credit, or a refund. The available remedy depends on the booking terms, the reason for the change, and applicable law. Ask the provider to explain any deadline for choosing an option and whether no response will be treated as acceptance or cancellation.

Before accepting a substitute, compare its essential details with the original service. For a flight, check the new route, airports, dates, connection times, operating airline, and baggage. For a hotel, check location, room category, occupancy, meal plan, and stay dates. For a tour or transfer, check the meeting point, duration, inclusions, participant requirements, and any extra cost. If the substitute materially changes your plans, tell us what is different and ask what other options the provider will consider.

If an alternative is offered at a different price, obtain written confirmation of who pays the difference and whether any original amount will be refunded. Do not assume that accepting a new service also settles a claim about the original service unless the terms or a written agreement say so. Keep the notice and acceptance record with your booking documents.

Sawari may help send your preference to the provider, but the provider controls its inventory and may need to approve the request. If the provider does not respond before a travel deadline, use the urgent contact details in its notice or confirmation. We will pass on any response received and identify the next available step.

Currency, bank disputes and refund reconciliation

A refund is normally calculated in the transaction or supplier currency and sent through the original payment route where possible. The amount displayed in a different currency may change because of exchange-rate movement between the original charge and the refund. A bank or card issuer may apply its own conversion rate or fees. Sawari cannot control those adjustments, but we can provide the approved refund amount and transaction reference so you can ask your financial institution how it was posted.

If you open a payment dispute or chargeback, notify us and provide the case reference if available. A chargeback process is controlled by the card network or bank and is separate from a supplier’s cancellation review. The provider may still consider the reservation active until it receives a valid cancellation, so contact the provider as well. Do not submit false or duplicate claims; explain accurately what happened and share relevant booking records with the bank.

If a refund and a bank reversal both appear for the same charge, contact us before spending or transferring the amount. A duplicated credit may later be corrected by the bank or merchant. We will compare the transaction references and explain whether an amount appears to have been refunded, reversed, or remains under review.

Fair handling and escalation

We aim to handle refund requests consistently, explain the booking term relied on, identify each known deduction, and give you a clear update when a decision is pending with a supplier. We will not promise an outcome controlled by a provider, but we will make reasonable efforts to pass on your request and follow up.

If you disagree with the outcome, reply with the booking reference and the reason you believe it should be reviewed. We will re-check the booking conditions and information available to us. You may also contact the provider, payment provider, insurer, or relevant consumer authority where appropriate. This policy does not limit non-waivable legal rights.

Contact Tsawaritravelworld@gmail.com or +973 1727 6007 for help. Include your booking reference and do not send full payment-card details or security codes.

If you dispute a deduction, identify the line item and explain why you believe it does not match the confirmation or provider terms. Attach the relevant excerpt or receipt rather than resending unrelated documents. We will compare the information available and ask the responsible provider or payment party for clarification where appropriate. A review may confirm the original decision, change the calculation, or identify that another organization must decide the issue.

When a refund decision is final under the process available to us, we will communicate the outcome and any reason provided by the supplier. If the provider has not given a detailed explanation, we will tell you what information we received and what further contact is available. Keep that response, the refund reference, and any payment-provider correspondence until the amount has been reconciled and the matter is closed.

A request for review should be made as soon as practical, especially where a provider or payment network has a time limit. This policy does not create a new deadline or remove a statutory limitation period. If you believe an important legal deadline applies, seek independent advice or contact the relevant authority promptly.