Cancellation, refunds and changes

Cancellation, changes and refunds

This policy forms part of the Traveler Gate booking terms. Cancellation, change, no-show and refund eligibility depends on the booked service, the applicable airline, hotel or destination management company (DMC) conditions disclosed before booking, and applicable law. Review the fare or package conditions, deadlines and confirmation before payment. We do not impose a universal cancellation fee through this page.

How to request cancellation

Send a written request to info@TravelGate.app with the booking reference, traveller name, service and requested action. Urgent assistance telephone: [BUSINESS PHONE INCLUDING +973]. Office hours: 9:00 a.m. to 5:00 p.m., every day except Friday, Bahrain time (UTC+3). Do not send complete card details or passwords. A request is not a completed cancellation until we confirm its status. Requests are assessed against the deadline disclosed for the service; late cancellation or no-show may affect the amount recoverable.

Eligibility, fees and reimbursement

Where cancellation is permitted or a refund is required by law, we will explain the amounts paid, services already used, applicable supplier penalties, any separately disclosed service charge and the resulting refundable amount. Non-refundable conditions must have been disclosed for the relevant service. We will not add an undisclosed cancellation charge. If we or a supplier cancel or materially fail to provide a confirmed service, we will explain available alternatives and remedies without limiting mandatory consumer rights.

Original payment method and timeline

Approved refunds are made only through the original mode of payment to the original payer or payment account: the original card for card payments where offered, the verified originating bank account for bank transfers, or the original wallet for wallet-funded amounts. We do not replace a refund with cash, another person's account or another payment method. If the original route is unavailable, we will seek lawful instructions from the relevant bank or payment provider.

Refund processing time depends on the applicable airline, hotel or destination management company (DMC) policy for the booked service. After verifying eligibility, the amount and payment details, we will communicate the expected timeline and any supplier approval or settlement dependency for your case. There is no universal fixed processing period. Bank or card-provider posting may take additional time. We will provide a refund reference or confirmation and explain a known delay, without limiting mandatory legal rights. Unused customer receipts and wallet balances follow their applicable verified settlement process. A booking cancellation does not itself authorize a transfer to another account.

Exchange and amendment policy

Travel services are not returned like physical goods. An exchange is a requested change of dates, traveller details, room category or service. Where permitted, changes depend on availability, supplier approval and the booking deadline. We will disclose any fare difference, supplier amendment fee or previously disclosed service charge before you agree. Changes are effective only when confirmed in writing; the existing booking continues under its original terms until then. Some services cannot be changed after issuance or the stated deadline, subject to your legal rights.

Delivery and return costs

Booking confirmations are delivered immediately on-screen after successful booking confirmation for customers in Bahrain and overseas. Tickets and supplier vouchers remain subject to actual issuance. There is no physical courier or return-shipping charge for these electronic services. See the booking terms for the distinction between a payment acknowledgement, confirmed booking and issued travel document.