Customers may request cancellation of a booking by contacting RIZEN FZE LLC. Cancellation eligibility and applicable charges depend on the type of service, the date of cancellation, supplier conditions, and fare or booking rules.
1. Cancellation Requests
Cancellation requests should be submitted as early as possible to bookings@rizen.ae or info@rizen.ae and should include:
Customer name
Booking or order number
The service to be cancelled
Reason for cancellation
A cancellation request is not considered completed until RIZEN confirms the cancellation in writing. Charges continue to apply until written confirmation is issued.
2. Flights
Flight cancellations are subject to the applicable airline's fare rules. Depending on the ticket type, a ticket may be fully refundable, refundable with a cancellation penalty, partially refundable, or entirely non-refundable. Airline penalties, service charges and taxes-only refunds may apply.
3. Hotels
Hotel cancellations are subject to the cancellation conditions applicable to the selected property and rate. Certain discounted, promotional, last-minute or non-refundable rates may not permit cancellation or refund. Free-cancellation deadlines are stated in your booking confirmation.
4. Tourism and Umrah Programmes
Cancellation of tourism or Umrah travel programmes is subject to the specific conditions of the purchased programme and the policies of the suppliers involved.
Certain components may become non-refundable once confirmed, including hotel reservations, transport, entry tickets, activities, permits and other prepaid arrangements. Where a package includes a non-refundable deposit, this is stated at the time of quotation.
5. Ground Transportation and Other Services
Cancellation conditions for transport and other travel services depend on the relevant supplier's terms and the time remaining before the scheduled service.
6. No-Show
Failure to attend, travel, check in or use a confirmed service without cancelling within the permitted period is treated as a no-show. No-show bookings may be entirely non-refundable, depending on the applicable supplier's conditions.
7. Changes Instead of Cancellation
Where permitted, you may request a change to a booking instead of cancelling. Changes are subject to availability, supplier approval, fare or rate differences, penalties and applicable service charges.
8. Cancellation by RIZEN or a Supplier
If an airline, hotel, tour operator, transport company or other supplier cancels or materially changes a confirmed service, RIZEN will assist you with the options made available by that supplier. These may include rebooking, alternative arrangements, credit or refund, depending on the supplier's applicable policy.
RIZEN may also cancel a booking where payment is not completed, where required information is not provided, or where fraud or misuse is reasonably suspected.
9. Force Majeure
Where a service cannot be delivered due to events beyond reasonable control — including natural disasters, war, civil unrest, epidemics, airspace closures or government restrictions — RIZEN will work with the relevant suppliers to secure the best available outcome, which may be a credit, rescheduling or partial refund depending on supplier policy.
10. Refund Following Cancellation
Any refund resulting from an approved cancellation is processed in accordance with our Refund Policy.
- For cancellation requests: bookings@rizen.ae