HEJOZAT — General Booking Terms
Version 4.2 | Last revised: 13 October 2026
Legal operator: HEJOZAT COM Travel and Tourism CO.L.L.C S.O.C
Trade licence: 1651373 — Dubai
Contact: support@hejozat.com | https://hejozat.com
How these Terms work. Your specific booking confirmation and supplier conditions disclosed before payment form part of the agreement. Mandatory consumer rights always take priority. This document concerns booking obligations, not the separate Payment and Refund Policy or Privacy Notice.
1. Scope, booking agreement and contracting role
These Terms apply to bookings made through Hejozat.com and our official booking channels.
“HEJOZAT”, “the Company”, “we” and “us” refer to the legal operator identified above. “Customer” means the person making a booking; “Traveller” means the person receiving the service; and “Travel Service Provider” means an airline, hotel, transport operator, activity provider or any other party actually performing the relevant service.
Your booking is governed by the accepted service description and price, the booking-specific terms disclosed before purchase, these General Terms, and the Payment, Cancellation and Refund Policy.
Mandatory law prevails. Subject to that law, any valid individual written agreement with you takes priority, followed by the specific booking terms that you accepted. The Payment Policy governs payments, cancellations and refunds; these General Terms govern other matters.
A restriction that was not disclosed before you committed to the booking cannot be imposed retrospectively merely by referring to a supplier’s rules.
The Privacy Policy explains the processing of personal data. Accepting a booking does not constitute blanket consent to marketing or unrelated processing.
The Company may present third-party services as a booking intermediary, organise a package or supply an agreed service as the contracting party responsible for its performance. Its true capacity depends on the sale documents and actual obligations, not merely on a generic label chosen in these Policies.
Where an intermediary relationship is properly disclosed, the Travel Service Provider is responsible for operational performance to the extent prescribed by contract and law. The Company remains responsible for its own errors in transmitting instructions, collecting payment, issuing documents, representing information and performing other duties. Where it contracts as organiser or principal seller, the Company cannot invoke the external provider’s status to avoid obligations incumbent upon it.
A supplier’s independence or additional conditions do not give those conditions priority over mandatory rights or bind the Customer to restrictions insufficiently disclosed before booking.
2. Legal capacity, payment authority and other travellers
You must have legal capacity to enter into the booking agreement. When booking for other people, you represent that you have appropriate authority to supply their information, communicate applicable conditions and issue relevant instructions.
We may verify authority before disclosing personal data, modifying services or cancelling a booking. Possession of a booking reference alone is not proof of that authority.
The person arranging travel may be different from the person authorising payment. Authority to arrange travel does not, by itself, authorise the use of somebody else’s payment instrument.
3. Quotations, price transparency and availability
Search results and indicative quotes do not reserve seats, rooms or services. Availability, supplier conditions, known mandatory charges, payment currency and any charges payable directly to the provider are determined by the particulars displayed for the selected booking. A confirmed booking cannot be repriced unilaterally solely because market prices later change. The special rule for a fare change before ticket issuance appears in the Payment and Refund Policy; no additional amount may be charged without the payer’s valid authorisation. Times shown for flights are local to the relevant airport, and accommodation times are local to the property unless expressly stated otherwise.
4. Booking requests, confirmations and electronic acceptance
Submitting a request, authorising payment or receiving a payment acknowledgement does not by itself prove that a ticket has been issued or that every supplier has accepted the booking. The status stated in the booking confirmation identifies what is confirmed and what remains pending. Where a request is accepted subject to supplier availability, HEJOZAT will communicate the result and available lawful options; a paid but unconfirmed request may not remain pending without resolution. A ticket is issued only when the relevant valid ticket number is provided. For orders made online, by telephone or by messaging service, material supplier limitations and any payment obligation are enforceable only to the extent validly communicated and accepted. Electronic logs and messages may be evidence subject to the applicable rules of proof; they are not automatically conclusive.
5. Traveller information and document checks
The Customer must provide complete and accurate information required for the service, including names in Latin characters as shown on passports, nationality, dates of birth, contact details, passenger information and relevant travel needs. Before confirming purchase, the Customer should review destination, dates, airports, number of nights, room types, baggage conditions and all inclusions and exclusions.
Where inaccurate information provided by the Customer directly results in a lawful amendment fee, lost availability or refusal of service, the Customer may be charged the amount legitimately due, provided its basis was disclosed and a causal connection is evidenced; arbitrary penalties are excluded. The Customer is not responsible where the Company entered information contrary to accurate details provided or failed to discharge a statutory duty to verify or disclose.
The Customer must communicate necessary information and cooperation requirements to other travellers and remains responsible for instructions issued on their behalf within the scope of actual authority.
6. Passports, visas and border decisions
Travellers must confirm the validity of travel documents, visas, residence and transit permits and applicable health and border restrictions for themselves and each accompanying person, including passport-validity requirements, rules for minors and parental consent where applicable. Requirements vary by nationality, itinerary and residence status and may change through official decisions.
General visa information or government links supplied by the Company are not specialist immigration advice or a guarantee of visa issuance or entry. If a paid visa-arrangement service is included, the parties’ responsibilities, required documents, charges and specific refund rules must be stated in advance. Where the Company has undertaken to deliver a visa-related service, failure to deliver its own promised service cannot simply be attributed to independent consular discretion.
Denied boarding or entry is assessed according to the actual reason, the relevant rules and law, and may entail loss of some non-refundable services. This provision does not excuse the Company’s failure to make a mandatory disclosure or its established wrongdoing.
7. Flights, issuance, baggage and self-transfers
An electronic air ticket has an issued ticket number under the airline or distributor’s system, which may differ from the Passenger Name Record (PNR). Where ticket issuance is required, the Customer should verify it; an unissued PNR must not be represented as a valid ticket.
Tickets may restrict name, date and route changes, baggage classes, seat selection and refunds; known material restrictions must be displayed before payment. Check-in and gate deadlines, no-show policies and sequential use of flight sectors are governed by disclosed carrier rules and applicable law.
Where journeys use separate tickets or self-transfers, travellers may have to collect and re-check baggage and obtain transit permission, and the second airline may not protect a missed connection caused by delay of the first flight. These risks should be disclosed where independent tickets form part of a product marketed by the Company.
If a carrier cancels or materially changes a flight, the Company explains the rebooking, refund or assistance rights provided by applicable law and ticket conditions. Coordinating with the carrier does not displace duties owed by the relevant parties.
8. Hotels, accommodation and local charges
Accommodation is defined by the confirmed property and room category, meal plan, check-in and check-out dates, occupancy and children’s ages. The Company does not guarantee extra beds, connecting rooms, views, floor levels or special facilities unless they have become confirmed elements of the sale.
Check-in may require identification, a payment method or a refundable security deposit for extras or damage. Known mandatory financial obligations must be disclosed in advance. Tourism taxes and local charges are collected as required by law and the actual disclosures, including whether payable upon arrival.
Late arrival without notice may trigger the booking’s no-show rules. If a hotel refuses to supply a confirmed room, the Company deals with the event according to its role and the applicable rights and provides an appropriate remedy where it owes one. Where a substitute is a material change, offering it does not create a binding agreement before the Customer accepts.
9. Transport, drivers and luggage
Ground transport is defined by the confirmed vehicle type, seating capacity, luggage allowance, itinerary, meeting point and stated waiting time. Foreseeable extra charges, such as additional stops, extended vehicle use or required child-seat services, must be disclosed where relevant and included in the cost.
Passengers must comply with safety instructions and seatbelt requirements, must not exceed vehicle capacity and must not carry prohibited materials. A driver may refuse to continue an activity that clearly endangers persons or breaches the law, recording the reason and without extinguishing a passenger’s statutory rights.
Where a flight is delayed, the driver’s waiting policy depends on the disclosed terms, flight-tracking arrangements and any undertaking by the Company to provide additional waiting time. Undisclosed charges may not be imposed unilaterally after booking.
10. Activities, excursions and weather
Each activity’s included services, approximate duration, level of exertion and material age, health, clothing, safety and fitness requirements must be described. Some activities require separate consent or a health declaration from the operator; such documents are not blanket waivers of non-waivable rights.
Outdoor activities may be affected by weather, snow, road and equipment conditions, safety directions or environmental restrictions. Timings or routes may be modified for objective safety reasons in accordance with the specific terms; available alternatives or refunds following cancellation or a material change must be explained under applicable law.
Sightings of natural phenomena or wildlife, snowfall, the Northern Lights or similar outcomes are not guaranteed unless the offer expressly creates a specific promise that can be performed; such results depend on circumstances beyond control.
11. Travel packages and connected components
Where several services are offered at an aggregate price, the components, inclusions, exclusions, duration and timing of each service, and whether cancellation rules are uniform or vary between components, must be disclosed. Where services are bought under separate contracts, that structure must be explained clearly before purchase.
An integrated package may not be artificially reclassified as separate services to evade mandatory obligations. If an essential component changes, its effect on the overall benefit of the bargain is assessed under contract and law, including any remedies or right to terminate affected elements.
Itineraries may include interconnected railway or international-flight schedules. Customers must observe the service sequence instructions. Loss resulting from an unreasonably planned itinerary that the Company undertook to provide cannot be attributed to the Customer merely because suppliers are independent.
12. Group and corporate bookings
A group offer must identify the representative authorised to give instructions, the passenger list and deadlines for names, room allocation and instalments. A change adversely affecting every traveller is effective only to the extent of the representative’s authority and subject to law and the contract.
Purely commercial business-to-business dealings are governed by their written agreements and applicable rules; no statutory protection is automatically included or excluded merely because a transaction is called “B2B”. No party may claim access to travellers’ personal data without authority or another lawful basis.
It must be clear whether the payer is a company or an individual and whether a manager or representative has authority to make payments, amendments and cancellations. Reasonable authorisation documents may be requested before following instructions with significant financial consequences.
13. Changes, repricing and alternative services
A request to change a name, date, route, hotel or passenger count is a new request subject to availability, supplier rules and disclosed costs when approval is sought. A change is not effective merely because an enquiry was sent or an estimated price difference was paid before final confirmation.
Where feasible, the Company presents the price difference, supplier charges and its own service fees, if any, before changing the booking. If the Customer does not agree, the original booking remains in effect according to its status and terms unless a separate cancellation instruction or irrevocable amendment has been validly given.
The Company cannot unilaterally reprice services already confirmed solely because market prices changed; only cases expressly permitted by the contract and law apply.
If an essential agreed service cannot be provided, an alternative may be offered with objective differences in standard, location, duration, content and price, together with the consequences of acceptance or rejection. A materially different or lower-standard alternative is not deemed accepted merely because it was sent.
Where a Customer accepts an alternative in writing or through another documented channel, it amends the contract within the specific scope accepted. Existing independent claims are not waived unless a valid, explicit and specific settlement is reached. Applicable remedies upon rejection depend on the Company’s role and the law.
Reasonable immediate safety measures may be taken in emergencies to reduce risk. Reasons, cost and consequences should be communicated as soon as practicable and responsibility for the cost determined according to actual liability.
14. Essential safety information and travel insurance
Material safety or admission limitations actually known to HEJOZAT, including an activity’s age or fitness restrictions, a destination’s mandatory entry conditions, a known accessibility limitation or a confirmed transport-service exclusion, shall not be concealed. HEJOZAT does not provide medical, immigration or security advice unless specifically agreed and lawfully qualified to do so.
Travellers must follow lawful instructions of airlines, accommodation providers and activity operators and must disclose relevant participation needs where necessary to provide a requested service. Neither party may rely on this clause to evade legally imposed duties of reasonable care or mandatory assistance.
Travel, medical, cancellation, baggage and supplier-insolvency insurance are not included unless the booking specifically identifies the insurer, covered product and material terms. Any insurance offered separately is governed by its policy wording, exclusions, limits and claims process, subject to insurance and consumer-protection laws.
HEJOZAT shall not describe itself as an insurer or promise payment of a claim unless it has independently undertaken that obligation. A recommendation to buy insurance does not deprive a Customer of remedies for HEJOZAT’s own breach.
15. Disruptions, denied check-in and supplier insolvency
If a supplier becomes insolvent, refuses a confirmed booking, overbooks accommodation or cannot honour a paid service, HEJOZAT shall investigate promptly, preserve evidence, explain which entity owes performance, and assess the Customer’s available refund, assistance or replacement rights. Any relevant insolvency protection or insurance must be accurately described rather than presumed.
Supplier insolvency is not by itself proof that HEJOZAT is free from contractual, consumer-protection or package-organiser liability; nor does it automatically impose an obligation unrelated to HEJOZAT’s true role. Supplier recourse may be pursued separately.
When a traveller reports that a confirmed service has been refused, HEJOZAT may reasonably request the booking confirmation, location, time, names or positions of relevant service staff, and available written or photographic evidence. The request must be proportionate and must not delay reasonable urgent assistance. HEJOZAT will check its own booking and supplier records and communicate the outcome and any lawful options.
Evidence of supplier refusal does not by itself decide the legal responsibility of HEJOZAT, the supplier or the traveller. The remedy depends on the actual contract, the cause of failure, the role in which HEJOZAT contracted, applicable mandatory rights and the mitigation reasonably available in the circumstances.
16. Emergency assistance, notifications and documentation
Notify us and the service provider of a problem as soon as reasonably practicable to enable investigation and resolution.
For urgent issues during travel, use the assistance contact and its operating hours shown in your booking documents. Do not assume that email is monitored around the clock.
Preserve evidence and receipts and, where practicable, obtain written approval before incurring substantial replacement expenses, without compromising safety or non-waivable legal rights.
Late notice does not automatically bar a claim, but may affect practical remediation or proof of loss.
Submit complaints to [support@hejozat.com](mailto:support@hejozat.com). We acknowledge receipt and identify required information and the expected response period. You may request escalation to the responsible manager.
17. Force majeure and exceptional events
Depending on the circumstances, events affecting performance may include natural disasters, mandatory airport or border closures, government prohibitions, security disturbances, epidemics resulting in actual restrictions, and unavoidable infrastructure failures notwithstanding due care. Not every cost increase, staff shortage or sourcing difficulty automatically constitutes force majeure.
The characterisation of an event and its consequences for obligations, performance, refunds and compensation depend on applicable UAE law and the service terms. Deferral, amendment or reasonable substitutes may be proposed where appropriate, without forcing a voucher in place of a cash refund legally due.
Each party must reasonably cooperate and mitigate avoidable loss. This clause does not eliminate the duty to repay amounts relating to extinguished obligations or discharge a separate legal duty.
18. Promotions, website content and lawful use
The Company discloses a promotion’s duration, scope and material conditions, including usage limits, eligible categories and exclusions, before purchase where these affect the decision. Two promotions cannot be assumed to be combinable where their incompatibility has been clearly and lawfully disclosed.
If a promotional code is used through fabricated accounts or details, or a user circumvents a lawful disclosed limit on repeated use, an unwarranted benefit may be denied or the transaction reviewed in accordance with the facts and the law. This right does not automatically invalidate legitimate bookings or amounts paid for services still due to the Customer without proper legal resolution.
Illustrative photographs and “from” prices do not promise availability at the lowest price on all dates. Material conditions concerning the advertised starting price, taxes and included services must be explained in a non-misleading way.
Trademarks, branding, text, code, databases and promotional materials belong to their respective lawful owners. The user receives a limited, non-exclusive and lawfully revocable licence to use the website to enquire, book and manage purchases.
Automated extraction that harms the service or violates law or protected rights, impersonating the Company, copying its content for unauthorised commercial purposes and bypassing security safeguards are prohibited. These restrictions do not prohibit activities expressly permitted by law, lawful personal use or providing evidence to judicial or regulatory authorities.
Third-party logos, photos and supplier information may appear to describe services. Their inclusion neither transfers intellectual property to the Company nor grants users a right to reuse them contrary to owners’ rights.
19. Identity checks, misuse and fraud
The Company may apply verification measures based on reasonable risk indicators, such as repeated declined payments, inconsistent contact details, a mismatch between the payer and cardholder or unusual booking patterns. Measures may include additional authentication, confirmation of authority or temporary suspension of issuance to the extent necessary.
Suspension does not establish fraud and may not become indefinite retention of money or unlawful denial of service. If a transaction cannot lawfully be completed, the outcome is communicated and received funds are dealt with according to booking status and legal entitlements. Verification information is safeguarded; the Company does not request banking passwords or secret authentication codes.
Documented fraud may be reported to payment providers or competent authorities as permitted by law, restricting disclosure to necessary information and preserving the Customer’s right to contest an incorrect decision.
Where a Customer or duly authorised person supplies forged documents, uses an unauthorised payment instrument or another person’s identity, deliberately causes damage or makes a demonstrably fraudulent claim, the Company may seek direct evidenced losses and legally recoverable expenses caused by that act through lawful procedures.
This clause creates neither automatic indemnity nor a disproportionate fine or a right to confiscate unrelated funds. A lawful bank dispute, genuine negative review, challenge to service quality or real disagreement about performance does not, in itself, give rise to Customer liability.
The Company reserves the right to cooperate with competent authorities and manage risk proportionately, respecting confidentiality and the absence of a finding of wrongdoing until proper procedures are completed.
20. Technology, outages and external links
The Company endeavours to operate its digital services with reasonable care. Maintenance, connectivity failures and temporary disruption of external systems may occur. An error page or frozen session alone proves neither booking acceptance nor refusal; transaction status is established by checking order, payment and supplier records.
If a payment is captured but confirmation fails to arrive, the Company investigates and supplies valid confirmation or the remedy due. The Company is not liable for the Customer’s own device or connection failure except to the extent related to established fault on its part or an existing legal duty.
The website may link to independent travel providers, maps or government websites. External links must be distinguished from official booking and payment pages. Linking to an external site does not endorse all its contents or eliminate the Company’s duties concerning information it republishes or relies on for sales.
21. Liability, proven loss and mitigation
Any contractual limitation applies only insofar as legally permissible, is interpreted narrowly and does not affect mandatory consumer rights or harm arising from fraud, wilful fault, gross negligence or other circumstances in which exclusion is prohibited.
For losses that may lawfully be contractually restricted, claims are assessed by actual direct loss, causation, legitimate foreseeability and agreed duties, without double compensation for the same harm. This clause does not establish an absolute numerical cap on the Company’s liability to consumers.
The Company is not liable for loss attributable exclusively to the Customer’s unlawful conduct or inaccurate information provided despite clear instructions, to the extent legal causation is shown to have been broken. Allocation of responsibility in cases of contributory fault remains subject to law and the competent court.
A Customer encountering a problem with performance must take reasonable steps, including notifying the provider and Company where possible, obtaining confirmation of refusal of service and documenting necessary and proportionate expenses. The Customer need not endanger themselves or companions or postpone urgent treatment while awaiting approval.
The Company must route complaints, liaise with suppliers and maintain relevant correspondence, confirmation and decision records. Replacement costs are assessed according to necessity, proportionality and the breached obligation. Lack of prior approval alone cannot justify rejection of urgent expenditure where approval could not realistically be sought.
Delay in reporting does not automatically extinguish a legal right, although an evidenced effect on the ability to investigate or avoid greater loss may be considered to the extent permitted by law.
22. Records, complaints and dispute resolution
Customer complaints may be submitted to support@hejozat.com with the relevant booking reference and available evidence. Where the issue is time-sensitive during travel, contact the provider or emergency services directly as appropriate and notify HEJOZAT using the contact channel listed in the booking confirmation. Requests for large replacement expenditure should, when practical and safe, be agreed in advance; urgent safety-related expenditure is assessed according to necessity and applicable law. HEJOZAT may request relevant proof, investigate supplier records and respond through the appropriate channel. Customers retain the right to approach competent authorities or their payment provider, and a good-faith complaint or card dispute is not fraud merely because HEJOZAT disagrees.
23. Governing law, languages, changes and severability
These Terms are governed by the laws of the United Arab Emirates subject to mandatory conflict-of-laws rules. Dubai courts have jurisdiction to the extent permitted by mandatory consumer-protection and procedural law. The Arabic version is the primary text for interpretation where translations conflict, except where mandatory law requires otherwise; no translation difference may create an undisclosed material charge or restriction. Amendments apply prospectively to bookings validly made under the revised version and do not retrospectively change existing rights. Any unenforceable provision is severed only to the legally necessary extent. Failure to enforce a right once is not a permanent waiver. Statutory rights to complain to competent authorities, card issuers or courts remain unaffected.
24. Booking-specific product information
The supplier, category, inclusions, exclusions, payment terms, change restrictions and cancellation cut-off for the selected service are defined in the booking-specific disclosures, not by a general presumption in these Terms. They should be reviewed before purchase. Statutory rights override inconsistent supplier conditions.
25. Items excluded from the booked price
Unless expressly included in the selected offer, personal purchases, visa charges, travel insurance, optional seat selection, extra baggage, optional meals, independent tours, gratuities, local incidental deposits and separately priced extras are not automatically included. Known mandatory taxes and charges must be disclosed in the relevant booking information. A general exclusion cannot override a specific inclusion that was promised and accepted.
26. Infants, children and accessibility
Suppliers may define different child and infant ages, room occupancy limits, child-seat obligations and identification requirements. Any request for mobility assistance, adapted accommodation or other accessibility service should be described before booking and is confirmed only to the extent expressly accepted as part of the purchased service. HEJOZAT’s statutory anti-discrimination, disclosure and safety obligations remain unaffected.
1. Payment amounts, methods and authorised payer
Before you authorise payment, we identify the amount, collection currency, payment recipient and any agreed future instalments.
You confirm that you own the relevant payment account or have the account holder’s authority. Authorisation is limited to the disclosed amounts and expressly agreed payment schedule.
Your bank may charge currency-conversion or international-transaction fees. Approximate currency conversions on the website do not guarantee the bank’s exchange rate.
The merchant descriptor we tell you will appear on your statement must correspond to the entity actually collecting the payment.
Where bank transfer is offered, the Customer must use correct beneficiary details provided through a verified official channel and include any required transfer reference. Sending a photograph of an unverified receipt does not prove that the Company has finally received funds, particularly where a transfer is pending or reversible.
The Company verifies receipt before issuing services requiring confirmed payment, subject to its obligations in the booking documents. If a payment is diverted to an impersonator’s account, the facts and each party’s responsibilities for safeguards and notice are assessed; no blanket exemption in advance applies to either party.
Approved payment links are supplied through official channels. The Company will not ask a Customer to disclose authentication codes or banking login credentials to employees in order to complete a transaction.
2. Deposits, instalments and additional charges
If multiple payments are agreed, the due date for each and the consequences of delay must be specified, together with when prepaid services will be issued. An amount is not necessarily “non-refundable” merely because it is labelled a deposit: its treatment depends on the agreed wording, mandatory rights and the services actually performed or undertaken.
If the Customer fails to pay an outstanding balance after reasonable notice where required, previously specified cancellation terms may apply to the affected component, with appropriate mitigation of avoidable loss and refund of any amount that must lawfully be returned after legitimate deductions.
Future instalments are not automatically authorised simply because card details were previously provided, unless the Customer validly authorised a specific schedule permitted by payment rules and law.
3. Security, authorisations and holds
Proportionate verification of payment authority may be required. During a reasonable review, a booking may remain pending, with the effect on availability or confirmation explained where permitted.
If verification cannot be completed, we explain the booking outcome and the treatment of any funds.
Do not send full card details, the card security code, banking passwords or verification codes to employees. Complete authentication through the designated bank or payment-provider interface.
Authentication of payment is not confirmation of the travel service.
“Authorisation” may temporarily reserve funds without final settlement; a “charge” is a settled collection; a “refund” reverses a payment; and a “chargeback” is a bank or card-network dispute process governed by its own rules. The status displayed in the Company’s interface does not necessarily reflect final bank settlement.
For established duplicate charges, the Company works with the payment provider to resolve the matter and identifies the reference of each transaction. The date money becomes available in a bank account may differ from the refund-initiation date; the Company will not use that difference to delay its own required action once the refund is approved.
4. Payment duplication, outages and failed requests
A temporary card authorisation hold differs from a settled charge. Its release may depend on the issuing bank.
Contact us if you suspect duplicate charges. We investigate and process confirmed duplications through the payment provider.
Avoid repeating payment attempts while the initial attempt’s status remains unclear, and check the transaction status when practicable.
If a payment page times out, HEJOZAT shall reconcile the attempted transaction before representing the outcome as failed or settled, where that is reasonably possible. Customers should contact support before repeating unclear high-value transactions. This precaution is not a waiver of rights arising from duplicate charges or non-delivery.
If the payment provider’s records and HEJOZAT’s booking platform differ, the Company shall investigate the discrepancy using authoritative records and communicate the verified result, without demanding the Customer disclose banking secrets.
5. Cancellation instructions and effective time
A question about cancellation fees is not an instruction to cancel. To request cancellation, the authorised person must identify the booking and service and clearly instruct cancellation using the channel stated on the booking documents. A conditional request remains conditional until valid approval is given. For a sufficiently clear instruction delivered to the authorised channel, the evidenced time of receipt—not the time an employee opens the message—is used when assessing the disclosed deadline, subject to technical feasibility and applicable law. The relevant deadline and time zone are those disclosed for that product; deadlines do not automatically shift because the support team is closed. Processing, supplier acknowledgement and payment adjustment may occur later. Where a supplier requires immediate real-time cancellation through its own portal, the booking details must make that requirement clear. If a request cannot be delivered, the customer should use another notified official channel and preserve delivery evidence.
6. Service and supplier cancellation charges
Refund calculations must distinguish supplier cancellation fees, the Company’s own service fees and legally imposed charges, without charging the same fee twice. Company fees apply only when their nature and entitlement basis were disclosed in advance and where they do not conflict with a legal right to a refund or compensation for non-performance.
The Company may retain a separate fee for a service actually performed or validly earned insofar as law and agreement permit, but cannot declare every payment made to the Company absolutely non-refundable. On request, it provides a reasonable breakdown showing service value, refunds, applied deductions and their basis.
Preferential rates may carry restrictive or non-refundable cancellation rules, provided their nature and material limits are clearly disclosed before commitment. In a voluntary cancellation, legally applicable charges under those rules may be borne by the Customer.
The term “non-refundable” does not automatically apply where the agreed service was not supplied, where the party cancelling is obliged to refund, or where a legal violation creates a right to terminate or recover compensation. Each case is assessed according to the respective roles, the contract and law, including any refundable government taxes and fees.
7. No-shows, lateness and unused services
Failure to attend or arrival after the applicable cut-off may trigger disclosed no-show charges. For air tickets, subsequent flight sectors may be cancelled under carrier rules; hotels may cancel remaining nights if no check-in occurs.
There is no automatic refund for services unused for Customer-related reasons if valid terms provide otherwise. Equally, refund or compensation rights are not excluded where non-use resulted from a breach by the Company or supplier giving rise to an established right. Customers may request a breakdown of unused components and their rules.
8. Supplier cancellations and non-performance
Where a provider cannot confirm a paid request or cancels a confirmed service, the Company promptly establishes the true contractual position, the scope of its obligations and whether a refund, replacement or other remedy is due. Funds held cannot be converted into travel credit or vouchers without valid consent where a cash refund is required.
If the Company cancels for lawful verification, fraud-prevention or legal-impossibility reasons, it must explain the financial position and make any due refund without turning cancellation into a penalty not validly agreed by the Customer.
Supplier insolvency or delay in returning funds does not automatically release the Company from an independent refund obligation it owes, nor does it automatically impose a supplier’s obligation on a Company that correctly disclosed and acted solely as an intermediary where no such Company obligation arose.
9. Partial refunds, local taxes and exchange rates
Where a booking contains several components, their value must be identified to the extent necessary to calculate the refund due under the sale agreement and lawful pricing method. Partial refunds may require separate treatment of taxes, charges, consumed service value and fees no longer legally refundable.
As a rule, the sum owed is returned in the original collection currency using the original payment method, unless law, technical necessity or valid agreement requires otherwise. The receiving bank’s exchange rate and independent fees may change the converted amount without allowing the Company to deduct an additional sum that is not owed.
The Company identifies an amount as provisional where its final value depends on verification of third-party charges; a non-final estimate is not presented as a binding settlement.
10. Refund calculation, approval and payment
A refund is assessed against the accepted fare or rate, the reason for cancellation, the portion performed, any mandatory statutory remedy and separately disclosed lawful HEJOZAT fees. For each approved refund, the Company will communicate the amount, deductions, payment route and estimated processing timetable. Any legal deadline takes precedence over an administrative target. Refunds ordinarily return to the original payment instrument; a different recipient requires proportionate verification. A card issuer or payment provider may take additional time to display an initiated credit. Supplier delay or insolvency does not excuse any independent refund obligation resting on HEJOZAT. No refund entitlement is extinguished by labelling a service ’non-refundable’ where mandatory law provides otherwise.
11. Chargebacks, evidence and privacy
Customers retain their right to contact their bank and initiate a good-faith dispute in accordance with card rules and law. The Company may not penalise a Customer merely for exercising that right. The Company may contest a dispute with legitimate evidence, including acceptance of terms, authentication information, issuance documents, proof of service delivery and cancellation/refund correspondence.
Authentication records alone do not conclusively establish that a service was received or that legal rights were waived. The Company receives and shares only the information necessary to investigate the dispute and safeguards unrelated personal and financial documents.
If a bank makes a final reversal and the same amount is accidentally refunded a second time, the Company may lawfully recover the overpayment on a documented basis, without secret deductions or unauthorised debits.
12. False claims and duplicate recovery
Where a Customer is shown deliberately to have sought repayment for a fully supplied service using false documents or testimony, or to have concealed a final refund involving the same dispute, the Company may preserve evidence, investigate and seek compensation for direct loss through competent authorities. A genuine disagreement over service quality must be distinguished from intentional falsification of delivery facts.
This clause does not authorise automatic “fraud fees”, public disclosure of the Customer’s identity or sharing of data beyond lawful necessity. Liability for fraudulent allegations depends on proof and lawful proceedings.
13. Debts, set-off and lawful collection
The Company may not use stored payment credentials to collect contested debts or unapproved fees, or unilaterally set off amounts unless legal requirements for set-off are satisfied. A valid due debt may be pursued by settlement, court proceedings or other lawful means.
The Customer is not liable for collection costs that are not founded on a valid contract or law. Excessive charges unrelated to actual loss are not imposed. The Company must not improperly use an unrelated booking as leverage to recover another claim.
14. Claim-specific settlement and release
If the parties reach a final settlement concerning a particular problem, the service, relevant facts, amount, payment/refund method and any rights covered by a release must be stated clearly and consistently with mandatory law. Acceptance of an undisputed entitlement does not imply a general waiver of unrelated claims.
The Company preserves the settlement record and evidence of its implementation to substantiate both parties’ compliance. A Customer will not be asked to sign wording that prevents complaints to regulators or exercise of rights that cannot legally be waived.
15. Fare changes between payment and ticket issuance
Where an airline fare increases after a payment request but before ticket issuance and the booking has not yet become a binding confirmed fare, HEJOZAT will not collect the difference automatically. The Customer may choose either (a) the revised fare, subject to a fresh payment authorisation and a stated response cut-off, or (b) cancellation of the unissued request and a full refund of amounts paid for that unavailable flight component. The alternative-fare offer expires at the earlier of two hours from sending the offer or the supplier’s stated ticketing deadline; a shorter deadline must be expressly shown. If the Customer does not authorise the difference within that period, the affected unissued request will not be ticketed at the higher price and the appropriate refund will be arranged. This rule does not authorise rescission of a fare already contractually confirmed in breach of law; HEJOZAT remains accountable for its own ticketing error and any mandatory remedies.
16. Product-specific cancellation and refund guide
The following table is a guide, not a fixed tariff. The precise supplier cut-off, time zone, charge, name-change rule and relevant exception must be displayed for the booking before payment. Where no amount or period is displayed, HEJOZAT cannot impose an otherwise undisclosed material penalty solely by referring to this table.
| Product / المنتج | Cancellation, charges and changes |
| Flights | Voluntary cancellation deadline: As shown in accepted fare rules, using carrier local time or ticketing deadline | Charges / refund: Fare-based; unused refundable taxes assessed separately where applicable | Name or date changes: Carrier-specific; some names cannot be changed |
| Hotels / apartments | Voluntary cancellation deadline: As shown for selected rate and property local time | Charges / refund: Free or charged according to disclosed rate; no-show may cost nights | Name or date changes: Subject to property approval and rate rules |
| Travel packages | Voluntary cancellation deadline: As shown for the package and each linked component | Charges / refund: Integrated-package rights and disclosed supplier costs apply | Name or date changes: Repricing and supplier availability may apply |
| Transfers | Voluntary cancellation deadline: As shown for selected operator and collection time | Charges / refund: Disclosed late-cancellation and no-show costs only | Name or date changes: Subject to driver availability and revised price |
| Tours / activities | Voluntary cancellation deadline: As shown for activity and operator local time | Charges / refund: Disclosed cancellation charges; safety/weather rules apply | Name or date changes: Capacity, date and participant rules apply |
| Car rentals | Voluntary cancellation deadline: As shown for rate, collection location and local time | Charges / refund: Supplier cancellation/no-show rules and lawful deductions | Name or date changes: Driver, age, licence and card conditions apply |
| Visa assistance | Voluntary cancellation deadline: As shown for each application stage before payment | Charges / refund: Earned service work and government submission fees treated separately as law permits | Name or date changes: Passport or application changes may require a new filing |
17. Cooling-off rights and passenger age categories
No universal right to cancel a travel booking without charge after purchase is promised merely because the order was placed online. Any mandatory cooling-off or withdrawal right that applies to the particular consumer or service remains fully preserved. The accepted fare, rate and applicable law determine voluntary cancellation rights. Infant and child ages, seat occupancy, baggage, hotel occupancy, documentation and fare conditions depend on the selected carrier or supplier and must be reviewed before payment. A visa-service fee may comprise an independently performed service component and a governmental filing component; any non-refundable element must be disclosed beforehand and is subject to mandatory legal remedies.
HEJOZAT — Privacy Notice
Legal operator: HEJOZAT COM Travel and Tourism CO.L.L.C S.O.C
Trade licence: 1651373 — Dubai
Contact: support@hejozat.com | https://hejozat.com
Scope. This notice describes processing related to HEJOZAT travel searches, bookings, payments, customer support and connected services. Some features are available only where enabled. Mandatory privacy laws and separate supplier notices may also apply.
1. Who is responsible for your information
The Company may act as a data controller in relation to account management, lawful marketing, customer service and direct sales, and in particular contractual situations may act as a processor following another entity’s instructions. Actual purposes and decision-making about processing means determine the role, rather than the role name chosen in the document alone.
Airlines, hotels and visa providers may independently control personal data to operate their services and meet immigration, safety, tax and other legal requirements. The Company explains, as appropriate to the transaction, the principal recipients or categories receiving data and the reason necessary to supply the service.
A Customer booking for others must have a lawful basis for supplying their data, inform them appropriately and ensure valid authorisation. This does not relieve the Company of its own duties when acting as controller.
2. Information collected and source
Necessary information may include names, nationalities, birth dates, email addresses, telephone numbers, travel and reservation information, communications and identity-document particulars where required for a particular service. Payment information may include transaction references, payment status and only the portion of payment-method details lawfully retained through trusted systems; card security codes and banking passwords are not stored.
Special-request information, such as reduced mobility, food allergies or health requirements, is collected only where the Traveller requests a related service and appropriate processing is necessary to provide it. Access is limited and unrelated third parties do not receive such data.
Usage information may include network addresses, device and browser details, security events, technical errors and records of consent where necessary and lawful for operation, improvement or protection of the site.
3. Purposes and legal basis
The Company processes information to create reservations, verify availability, issue tickets and vouchers, contact suppliers, administer changes, collect and refund payments, handle complaints, comply with legal obligations, prevent fraud and maintain system integrity. Each purpose is linked to a lawful basis appropriate to the circumstances.
Passport images, traveller details, recordings and support chats must not be repurposed for advertising, training unrelated models or selling databases without a separate lawful basis and any required notice and consent. Acceptance of this Policy is not open-ended consent for all future uses.
When preparing aggregate analytics or statistics, the Company endeavours to remove or mask identifying features and minimise the possibility of re-identifying individuals.
Personal-data processing relies on grounds permitted by UAE data-protection law, including consent where necessary and statutory exceptions relating to obligations, claims or other legally permitted circumstances. A business purpose being commercially legitimate does not automatically constitute a sufficient general legal basis unless statutory requirements are met.
Service communications necessary for a purchased trip are distinguished from optional marketing. Where consent is required, it must be clear, sufficiently specific, demonstrable and capable of lawful withdrawal. Essential booking services should not be made conditional on consent to unnecessary marketing.
4. Children, special assistance and third-party payers
Children’s data are requested only to the extent needed to issue services, calculate ages and apply occupancy, baggage, ticket and travel-consent requirements. They must be supplied by a parent, legal guardian or person with proven appropriate authority.
Health, disability and assistance details are disclosed only to suppliers needing them to deliver the specified support, with suitable controls for storage, access and deletion. A Traveller’s vulnerability or need for support must not be used to discriminate or engage in exploitative marketing.
If it appears a child has created an account or authorised processing without the legal ability to consent, the Company undertakes appropriate verification, correction or restriction, taking into account booking safety and other relevant lawful interests.
The cardholder, booking organiser and lead Traveller may hold different rights and permissions. Accordingly, the Company may distinguish the information shown to each: a payer may need proof of the charge, while a Traveller needs a ticket but not necessarily card information or all other travellers’ personal information.
Possession of a booking number or previously circulated email address is not sufficient authority to obtain passport copies, amend passenger names or redirect a refund to a new account. Proportionate checks protect against impersonation and unauthorised changes.
5. Airlines, hotels, processors and public authorities
Only necessary information is shared, as needed for authorised purposes, with airlines, distribution systems, suppliers, hotels, tour, transport and activity operators, payment processors, technology and support providers, and official authorities.
Travel may require passport or itinerary details to be transferred to immigration, border control, airport authorities or carriers under rules in the country of departure, transit or arrival. Each disclosure is subject to applicable law and appropriate safeguards within the Company’s control.
Where a processor acts on the Company’s behalf, the Company concludes or implements appropriate arrangements addressing confidentiality, security, instruction limits and cooperation on incidents and data-rights requests, based on the service and applicable requirements.
6. International sharing and overseas suppliers
International journeys may require traveller and reservation information to be transferred outside the UAE or accessed by suppliers, distribution companies or hosting providers elsewhere. The Company assesses cross-border transfer requirements and applies lawful grounds, safeguards or exceptions permitted by the applicable law.
Requesting international travel does not waive data rights, and this general clause does not authorise unnecessary or unlawful transfers. Users may enquire about categories of recipients, relevant countries or regions and applicable safeguards to the extent disclosure is lawful.
7. Cookies, analytics and online advertising
Essential technologies may support secure sessions, cart choices, fraud prevention and payment processing. The website may also use analytics, advertising tags or similar technologies, depending on the services enabled at the time of your visit. Information about the technologies actually used and any consent choices required by applicable law should be provided at the point where they are used. Browser or device settings may restrict some cookies, although disabling essential technologies may prevent checkout. Consent to optional marketing or tracking, where required, is separate from making a booking; it may be withdrawn by the method offered for the applicable technology or by contacting support. HEJOZAT does not represent that a specific preference dashboard exists unless one is visibly available.
8. Emails, support chats and call recording
The Company may retain emails, messaging-app conversations and support communications to the extent necessary for customer service, evidence of dealings, compliance and dispute resolution. Voice recording is subject to the notice and permission requirements applicable to the relevant call.
Employee access to recordings and correspondence is restricted by job function, and personal circulation or publication outside authorised channels is prohibited. The Company may use records to verify cancellation instructions, response times or authority, while respecting the parties’ right to challenge their accuracy.
9. Access and information security
Taking account of risks, resources and legal duties, the Company adopts measures such as role-based access limitations, appropriate authentication, safeguards for data transmission and storage, system access logs, backups, software updates and reviews of access to passports, payment details and financial records.
No communications or booking platform offers absolute security. The Company therefore reviews threats, assesses incidents and activates response and reporting procedures where legally required. The absence of a proven breach does not relieve it of the duty to implement adequate security measures.
10. Retention by information category
We retain each category only for the period needed for its documented purpose and any applicable tax, accounting, contractual, dispute or other legal requirement. The categories are treated separately: (a) taxable invoices and statutory tax records: generally at least five years where required by UAE tax law, subject to applicable extensions; (b) booking, payment and supplier fulfilment records: while required for the transaction, financial duties, disputes and applicable limitation periods; (c) passport scans and identity attachments: only while needed for travel, identity verification or a specific legal hold; (d) support conversations and security logs: only while needed for support, fraud prevention, system protection or a documented dispute; and (e) marketing preferences: while needed to respect a valid choice or demonstrate lawful compliance. When the relevant basis expires, records are deleted, anonymised or access-restricted as appropriate. No single retention period applies automatically to every category.
11. Access, correction, deletion and other rights
A data subject may email [support@hejozat.com](mailto:support@hejozat.com) with the subject “Privacy Request”, providing enough information to identify the data concerned without unnecessarily sending identity-document copies. The Company verifies identity and capacity proportionately before disclosing travel documents or financial information.
Requests for access, correction, erasure, restriction, portability, objection, withdrawal of consent and reconsideration of automated decisions are assessed under applicable rights, limitations and exceptions. The Company communicates its decision, the need for more information or a lawful reason for refusal within applicable statutory periods.
Deleting a user account may not require erasure of transactions that must be kept for financial or legal duties or existing claims. Such retained information is used only as consistent with that reason.
12. Automated checks and AI tools
Automated tools may be used for search, itinerary suggestions, support triage or payment-risk review where enabled. Automated output is not a guarantee of availability, fares, destination-entry eligibility or a final supplier confirmation. If an automated decision produces a legal or similarly significant effect and applicable law gives a right to challenge or seek human intervention, that right may be exercised by contacting support@hejozat.com. The Company does not claim that every chatbot interaction or automated suggestion is individually reviewed by a human before delivery. Traveller details must not be entered into optional AI functions unless necessary for the requested service and supported by a lawful processing basis.
13. Marketing choices and booking communications
Ticket issuance, schedule changes, payments, safety notices and refunds are operational messages relating to a service requested by the Customer. Promotions, marketing newsletters and targeted advertising messages are subject to relevant legal requirements and suitable consent or preference mechanisms depending on the channel and message type.
Customers may stop marketing through the stated method without stopping communications necessary for an active booking or legal compliance. The Company must observe applicable UAE and destination-country rules governing electronic marketing, telecommunications and commercial messaging.
14. Breaches and incident response
If the Company suspects unauthorised access to, loss of or disclosure of personal data, it undertakes an initial risk assessment, contains the incident, preserves relevant evidence and determines whether notification of regulators or affected persons is required by law.
Notifications are made when required, within the periods and according to the procedures applicable at the time. This Policy does not assume an unsupported numerical deadline. Notices should be useful and clear without revealing details that increase security risks or compromise a legitimate investigation.
15. Business reorganisations, foreign laws and updates
If HEJOZAT changes service providers, ownership or technical systems, data may be transferred only where justified by an applicable lawful basis and necessary safeguards. Laws outside the UAE may apply to a traveller’s destination or a particular processing arrangement; this notice does not replace mandatory foreign notices where applicable. The current privacy notice may be amended for future processing; a revised version will identify its revision date. Where fresh consent or an additional notice is legally required, publication of an updated notice alone is insufficient. Existing statutory rights are preserved.
16. Contact and privacy requests
Requests concerning access, correction, deletion, objections or other applicable rights may be sent to support@hejozat.com with “Privacy Request” in the subject line. We may seek reasonable evidence of identity before disclosing passport, payment or other private information. A request may be denied or limited only where permitted by applicable law, with an appropriate explanation. Sending a privacy request does not require consent to marketing.
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