RIZEN FZE LLC aims to provide clear and fair information regarding refunds for travel and tourism services.
Because many travel services are supplied by third parties, refund eligibility depends on the conditions applicable to the specific service purchased.
1. Refund Eligibility
A refund may be available where permitted by the applicable airline fare rules, hotel booking conditions, tourism programme conditions, transport provider conditions, or tour operator and other supplier conditions.
Some fares, promotional rates, hotel reservations, packages and other travel services may be partially refundable or entirely non-refundable. The applicable conditions are communicated or made available to you in connection with the relevant booking or quotation before payment.
2. Refund Requests
To request a refund, contact RIZEN at refunds@rizen.ae or info@rizen.ae and provide:
Customer name (as per booking)
Booking or order number
Relevant service details
Reason for the refund request
- Any supporting documents reasonably required (for example a medical certificate or a supplier cancellation notice)
RIZEN will review the request against the applicable booking and supplier conditions and confirm the outcome in writing.
3. Refund Method
Approved refunds are made to the original mode of payment used for the transaction, in the same currency in which the payment was received. Refunds are not issued in cash or to a third-party account.
4. Refund Processing Time
Once a refund has been approved and processed, the amount may take approximately 10 to 45 days to appear in your account, depending on the issuing bank, card provider, payment processor and applicable banking procedures.
Where a refund depends on funds being released by an airline, hotel or other supplier, the supplier's own processing time also applies and may extend this period. RIZEN will keep you updated on the status.
5. Supplier and Administrative Charges
Where permitted by the applicable booking terms, cancellation charges, supplier penalties, administrative charges, payment processing charges and non-refundable portions may be deducted from the refundable amount.
You will be informed of the applicable net refund amount before the refund is processed, where practicable.
6. Non-Refundable Services
Where a service is clearly identified as non-refundable before purchase, no refund is available except where required by applicable law or where the relevant service provider agrees otherwise.
7. Partial Use of Services
Where a customer chooses not to use part of a confirmed booking — for example an unused hotel night, transfer or excursion — no refund is provided for the unused portion unless the supplier expressly permits it.
8. Chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve the matter directly. Raising a chargeback before contacting us may delay resolution, as the disputed amount is held by the bank during the investigation.
9. Refund Communication
RIZEN communicates the status of an eligible refund request through your registered email address, telephone number, WhatsApp or another agreed communication channel.
- For refund enquiries: refunds@rizen.ae