This Cancellation & Refund Policy explains how cancellations, changes, and refunds are handled for bookings made through Darts Tourism LLC (“Darts Tourism”, “we”, “us”, or “our”).

It applies to all bookings made on or through our B2B platforms, including travfast.com, egymedtours.com, pulseandplaces.com, our white-label booking engines, and API connections (together, the “Platform”).

By making a booking or payment through our Platform, you agree to this Policy and to the specific cancellation, change, and refund rules of our Suppliers (such as airlines, GDS partners, hotels, bedbanks, cruises, tour operators, and ground transportation providers).

We work as a B2B wholesaler/bedbank and consolidator for air and non-air services. Our goal is to make access to global travel content easy and transparent, while being clear about how cancellations and refunds really work in the travel supply chain.

0. Our Standards & Certifications

Darts Tourism LLC operates under certified management systems aligned with:

ISO/IEC 27001:2022 – Information security, cybersecurity, and privacy protection — Information security management systems (ISMS)

ISO 9001:2015 – Quality management systems (QMS)

These standards guide how we manage: Customer and Partner data (confidentiality, integrity, availability)

Internal processes, documentation, and audit trails Continuous improvement in service quality and policy implementation

All cancellation, change, and refund handling follows controlled, auditable processes under these certified frameworks.

1. The Basics – Roles & Responsibilities

1.1. B2B Wholesaler & Consolidator

Darts Tourism acts primarily as a B2B wholesaler/bedbank and consolidator for air and non-air services. We aggregate and distribute content (flights, hotels, transfers, packages, and other services) from multiple Suppliers via our Platform.

1.2. We Do Not Control Supplier Rules

We do not own or operate airlines, hotels, cruises, or other services. Each Supplier sets their own fare rules, cancellation policies, no-show rules, and refund conditions.

Our role is to display, apply, and implement these rules “as is” through our systems.

1.3. Supplier Rules Always Apply

All cancellations, changes, and refunds are subject to the Supplier’s rules and restrictions. These are normally: Shown at the time of search/booking, and Included in your booking confirmation or fare/rate conditions.

1.4. Non-Refundable & Partially Refundable Products

Many travel products (especially promotional fares, non-refundable rates, last-minute deals, and special offers) are: Non-refundable, or Only partially refundable under strict conditions.

In such cases, you may receive no refund or only a partial refund, even if you cancel in advance.

1.5. What Darts Tourism Does

Our responsibility is to: Correctly transmit and apply the Supplier’s rules in our Platform; Receive your cancellation/change/refund request and submit it to the Supplier; Return any approved refund to you via the original payment method, after deducting applicable Supplier and Darts Tourism fees (see Section 4).

1.6. Responsibility of Our B2B Clients (Agencies, Partners)

As our Partner / B2B Client, you are responsible for: Reviewing the applicable Supplier rules before confirming a booking; Informing your end customers of those rules; Ensuring that any requests sent to us (cancellations, changes, refunds) are accurate, timely, and complete.

1.7. “As-Is” Provision of Services

All content, availability, and rules on our Platform are provided on an “as-is and as-available” basis from Suppliers and third-party systems. Darts Tourism is not responsible for: Errors or omissions in third-party content or rules; Supplier decisions to refuse refunds or exceptions; Changes in Supplier policies after booking (except where required by law).

1.8. Policy Updates

We may update this Policy from time to time. The updated version will be published on our Platform and will apply from the date of publication. The version in force at the time of your booking applies to that booking.

2. How to Request a Cancellation

2.1. To request a cancellation, you can:

Use your account tools on our Platform, or

Email us at info@dartstourism.com

with: Your booking reference Reason for cancellation

Any supporting documents (e.g., medical certificate if applicable).

2.2. Requests must be made within the Supplier’s allowed cancellation window. If the request is late, the Supplier may treat it as non-refundable.

2.3. For group bookings, series bookings, packages, or bookings involving multiple Suppliers, please contact us as early as possible so we can advise what is possible under the different sets of rules.

3. How We Process Cancellations & Refunds

3.1. After receiving your request, we will:

Review the booking conditions and applicable Supplier rules; Inform you whether a cancellation or refund is possible, and under which conditions and charges.

We generally respond within 5–10 business days, sooner in urgent or time-sensitive cases where possible.

3.2. If a Supplier approves a refund:

The refund is first sent from the Supplier (or their system) to Darts Tourism; Once received, we process it back to you.

This usually takes 14–30 business days from the date we receive the funds, but actual timing also depends on banks, acquirers, and card schemes.

3.3. Refunds are made using the original payment method and currency where possible. Exchange rate changes, bank fees, or processing delays are outside our control.

3.4. In many cases, only a partial refund is available after:

Supplier penalties and no-show fees; Our administrative fees (if applicable); Any non-refundable components (e.g., taxes, service fees, surcharges).

4. Fees and Deductions

4.1. Darts Tourism Administrative Fees

We may charge an administrative fee for handling cancellations, changes, or refund processing. This is generally USD 25–100 per booking, depending on complexity and manual work required.

You will be informed of any such fee before we proceed.

4.2. Supplier Penalties and Charges

Suppliers may charge:

Airline cancellation/change penalties;

Hotel cancellation/no-show fees; Cruise/tour/package penalties; Channel/bedbank fees or markups.

These are always deducted from any refundable amount.

4.3. When We Don’t Charge Our Admin Fee

We do not charge our administrative fee if:

The issue is caused solely by our error, and The Supplier has agreed to refund.

However, any refund still depends entirely on Supplier policies and system capabilities.

5. Special Situations

5.1. Force Majeure / Events Beyond Control

Events such as pandemics, natural disasters, political unrest, strikes, or system outages are handled according to each Supplier’s rules. Darts Tourism will assist in submitting your request, but cannot guarantee refunds, credits, or changes.

5.2. Health or Personal Emergencies

If cancellation is due to serious health or personal issues, you may send supporting documents (e.g., medical reports). We will forward them to the Supplier to request an exception. Final approval is fully at the Supplier’s discretion.

5.3. No-Shows or Unused Services

If a passenger or guest does not show up, or decides not to use part of the services without an approved change, the booking is usually treated as a no-show, and no refund is generally given unless the Supplier’s rules specifically allow it.

5.4. Travel Insurance

We strongly encourage all partners and end customers to use travel insurance (trip cancellation, medical, etc.). Insurance claims are made directly with the insurer and are outside this Policy.

6. Changing Your Booking

6.1. Change requests (dates, times, routes, names, room types, etc.) are treated similarly to cancellations and are subject to:

Supplier change rules and fare/rate conditions; Change fees and any difference in fare/rate.

6.2. When a change is possible and accepted:

You must pay all extra costs and change fees; The change is only confirmed after full payment and Supplier acceptance.

7. If You Disagree with a Decision

7.1. If you disagree with a cancellation, change, or refund decision, you may contact us within 30 days of our notification, providing any additional documents or explanation.

7.2. We will re-check the case based on the Supplier’s rules and any new information. If it remains unresolved, you may:

Contact the Supplier directly (if allowed by their policy), and/or

Use applicable legal or arbitration channels according to the governing law.

8. Legal Framework, Risk & Limitations of Liability

8.1. This Policy is governed by the laws of Dubai, United Arab Emirates.

8.2. As a B2B wholesaler/bedbank and consolidator, Darts Tourism provides access to Supplier content and rules as received from third-party systems and providers.

8.3. Our total liability for any claim relating to cancellations, changes, or refunds is limited to the amount you paid to Darts Tourism for the affected booking. We are not liable for: Indirect or consequential losses (lost profits, missed connections, extra hotels, etc.); Decisions or actions taken by Suppliers, GDSs, payment processors, or other third parties; Errors or changes in Supplier policies, content, or availability.

8.4. The final decision on any refund, voucher, exception, or rule interpretation lies with the Supplier. Darts Tourism acts as an intermediary and cannot override Supplier policies.

9. Modifications to This Policy

9.1. Darts Tourism may modify or update this Policy at any time to comply with legal, regulatory, operational, or certification requirements (including our ISO 9001 and ISO/IEC 27001 frameworks).

9.2. The version of the Policy published on our official websites and Platforms at the time of booking is the one that applies to that booking.

10. Contact Details

For questions about this Policy or a specific booking, please contact:

Darts Tourism LLC

Email: info@dartstourism.com

Phone/WhatsApp: +971 50 533 1812

Address: Ras Al Khor Industrial Second, Darts Tourism LLC, SMARK 2 - OFF4 33-0, Dubai, United Arab Emirates