Last updated: 13/4/1448 هـ
This policy applies to all bookings made through Al-Azm — hotels, hospitals, guides, tours, and adventures. It does not cover bookings made through external partners (such as flights via third-party sites), which are subject to the relevant partner's own policy.
You may cancel any booking with a status of "Awaiting Payment" or "Under Review" at no charge. No amount will be deducted, and the reserved inventory will be released immediately.
Cancellation after payment confirmation is subject to the following: • More than 7 days before the service date: full refund (100%), excluding any bank transfer fees. • 3–7 days before: 50% refund. • Less than 3 days before: no refund, except in exceptional circumstances at Al-Azm's discretion.
If the hotel, hospital, guide, or tour organiser cancels your booking for any reason, Al-Azm guarantees a full refund within 7 working days and will endeavour to find a comparable alternative where possible.
• No-show at the scheduled time. • Violation of the service provider's policies (e.g. breach of hotel rules). • Providing incorrect information at the time of booking.
1. Sign in to your personal dashboard. 2. Go to "My Bookings" and select the relevant booking. 3. Click "Request Cancellation" and state the reason. 4. The Al-Azm team will review your request within 24 hours and notify you of the outcome. 5. If approved, the amount will be transferred to your original bank account within 3–7 working days.
Refunds are issued in the original payment currency. If payment was made in a different currency, the day's exchange rate and any bank conversion fees may apply.
You may request a booking date change instead of cancellation. We will endeavour to approve amendments subject to partner availability. A price difference may apply if rates have changed.
For any enquiry about this policy or to request a refund, please use the Contact Us page or message us through your account inbox. We commit to responding within 24 working hours.
