1. Scope and Booking Terms
This Refund & Cancellation Policy applies to reservations for holiday homes managed or offered by Nasmat Al Aman Vacation Homes Rental L.L.C S.O.C (“we”, “us” or “our”).
The cancellation and refund terms shown on the specific listing, booking confirmation, or third-party booking platform form part of the reservation and prevail where they expressly provide a different rule.
Please review those terms before paying.
2. Guest Cancellation
If you cancel, any refund depends on the cancellation deadline and terms stated in your booking confirmation or the platform through which you booked.
If no specific cancellation schedule was provided, contact us promptly. We will review the request in accordance with applicable law and the booking agreement.
Any permitted refund may exclude non-refundable charges or costs disclosed before booking, to the extent lawful.
3. Changes and No-Shows
Requests to change dates, guest numbers or property are subject to availability and any price difference or disclosed change fee.
A no-show, early departure or unused nights does not automatically qualify for a refund unless the booking terms or applicable law provide otherwise.
4. Cancellation or Inability to Provide the Stay by Us
If we cancel a confirmed reservation or cannot provide the booked accommodation, we will notify you and offer, as appropriate:
- A comparable alternative, subject to your agreement; or
- A refund of amounts paid for the affected accommodation.
Any additional rights available under applicable law remain unaffected.
5. Early Departure, Interruptions and Complaints
If you experience a material problem during your stay, please contact us promptly using the contact details in your confirmation so we can investigate and, where possible, resolve it.
Refunds or other remedies for service issues will be assessed based on the facts, booking terms and applicable law.
Please provide relevant details and supporting evidence.
6. Security Deposits and Damage Charges
Where a refundable security deposit is collected, the amount, collection method and expected return timing will be disclosed before booking or in the confirmation.
Subject to applicable law and the booking terms, documented charges for the following may be deducted:
- Damage
- Missing items
- Excessive cleaning
- Other agreed guest liabilities
Any remaining balance will be returned.
We will provide an explanation of any deduction upon request.
7. How Refunds Are Processed
Approved refunds are normally sent to the original payment method through the payment provider or booking platform.
Processing time depends on the provider and your bank. Once initiated, it may take several business days or longer to appear.
If a booking was made through a third-party platform, its refund process and timelines may apply, and the request may need to be submitted through that platform.
8. Taxes, Fees and Currency
Any refund of taxes, service charges, platform fees or payment-processing charges will be handled according to the disclosed booking terms, the platform’s rules and applicable law.
Refunds are generally issued in the original transaction currency where supported.
Exchange-rate differences or bank fees may be outside our control.
9. Requesting a Cancellation or Refund
Send your request to:
Email: [Insert reservations/refunds email]
Please include:
- Full name
- Booking reference
- Property
- Stay dates
- Reason for the request
- Any supporting documents
If booked through a platform, use its official cancellation/refund tools as well.
We will acknowledge your request and advise you of the next steps.
10. Contact and Updates
For cancellation or refund questions, contact:
Email: [Insert reservations/refunds email]
Phone: [Insert business phone]
Address: [Insert registered business address]
We may update this policy by publishing a revised version on our website.
The policy version applicable to your booking is the one incorporated into your reservation at the time of booking, subject to applicable law.
Effective Date: [Insert date]
Important: This is a general website policy template, not legal advice. Before publishing, complete the bracketed contact/date fields and have the terms checked against your actual booking practices, listing/platform terms and applicable UAE requirements.