Cancellation and Refund Policy
This policy explains the general approach to cancellations, changes and refunds for travel services booked through Zenith Voyage.
General Principles
Cancellation and refund terms are determined by the supplier (airline, hotel, tour operator, etc.) and the fare or rate type selected at the time of booking. These terms will always be provided to you in writing before you confirm your booking.
By accepting a quote and making a payment, you acknowledge the applicable cancellation terms for that booking.
How to Cancel or Request a Change
To cancel or request a change to a confirmed booking, contact us as soon as possible by email at info@zenithvoyage.co or via WhatsApp at +961 76 179 580. We will confirm the applicable terms and any fees or refunds based on the supplier's policy.
A cancellation or change request is not effective merely because it has been sent. It becomes effective when Zenith Voyage receives and acknowledges it and, where required, submits it to the relevant supplier. Supplier deadlines may use another time zone. Messages sent outside consultation hours may not prevent a deadline from passing. Please contact Zenith Voyage as early as possible.
Refunds
- Refund eligibility depends entirely on the supplier's terms for the specific fare or rate booked.
- Some fares and rates are non-refundable in whole or in part.
- Where a refund is approved, it will be returned through the original payment method where reasonably possible, or through another method agreed with the customer.
- Refund processing times depend on the supplier, payment provider and payment method.
- Zenith Voyage cannot guarantee a refund amount or processing time before the relevant supplier confirms it.
- Zenith Voyage cannot release a supplier-funded refund until the relevant funds have been received and cleared.
Deductions from Refunds
An approved refund may be reduced by:
- Supplier penalties
- Fare differences
- Non-refundable supplier amounts
- Zenith Voyage service fees
- Payment or transfer costs
- Currency-conversion differences where applicable
Any applicable supplier charges, fare differences, payment or transfer costs and Zenith Voyage service fees will be explained before a change, cancellation or refund is processed.
Service Fees
Any applicable Zenith Voyage service fee included in the quotation is non-refundable once work has begun or a ticket, reservation or other service has been issued, secured or confirmed, unless Zenith Voyage approves an exception in writing.
Deposits
Deposits are accepted only when permitted by the supplier. The quotation states the deposit amount, final-payment deadline and applicable cancellation conditions.
Failure to pay the balance by the deadline may result in cancellation and loss of some or all amounts already paid, depending on supplier conditions.
Some or all deposits may be non-refundable depending on the supplier's terms.
No-Shows
If you miss a departure, do not check in or are denied boarding for reasons within your control, the booking is treated as a no-show. No-show terms are determined by the supplier and may result in the loss of the full fare or deposit.
Partial Cancellations and Group Bookings
Where part of a booking is cancelled (such as one passenger in a group or one segment of an itinerary), the supplier's terms for partial cancellation apply. This may affect the price of the remaining services and any per-person or per-booking fees.
Supplier-Initiated Cancellations and Schedule Changes
Airlines, hotels and other suppliers may cancel services, change schedules or make other adjustments. Where this occurs, the applicable supplier's policy on rebooking, refunds or alternatives will apply. Zenith Voyage will assist in communicating available options.
Changes to Bookings (Name, Date and Other Modifications)
Changes to a confirmed booking (dates, destinations, names, etc.) are subject to supplier terms and availability. Supplier change fees, fare differences and any administration fees will apply. Some fares or rates do not permit changes. We recommend contacting us promptly if you need to modify a booking, as early changes often incur lower costs.
Non-Refundable Items
- Visa, application-centre and government fees may be non-refundable after submission, according to the relevant authority's rules.
- Travel insurance premiums are non-refundable once the policy has been issued, as determined by the insurer's terms.
- Some components within a package (such as non-refundable hotel rates or tour services) may remain non-refundable even if other parts are cancelled.
Refunds After Travel Has Begun
Once travel has commenced, the ability to cancel or obtain a refund for unused services is limited and is determined entirely by the supplier's terms for the specific fare, rate or package.
Travel Insurance
Insurance cancellation and refund eligibility depends on the insurer's policy terms. We strongly recommend purchasing comprehensive travel insurance at the time of booking.
Consultation Hours and Contact
Consultation hours are Monday–Friday, 9:00 AM–6:00 PM. WhatsApp inquiries are welcome after working hours and on weekends and will be answered as soon as possible. Customers travelling on an active Zenith Voyage booking receive support throughout their journey for urgent travel-related assistance.
Contact
For questions about cancelling or changing a booking, please contact us at info@zenithvoyage.co or via WhatsApp at +961 76 179 580. Our Terms and Conditions contain further information about booking terms.