This Refund Policy outlines the conditions under which Columbus Travels & Tours (“Columbus”) will process refunds for its services. This Policy forms part of the Terms and Conditions and should be read in conjunction with them.
Columbus is committed to fair and transparent refund practices. All refund requests are handled with care, and each case is assessed individually in line with the specific booking conditions, third-party supplier policies, and applicable laws of the Sultanate of Oman.
- FLIGHT BOOKINGS
- Refund eligibility for air tickets is governed by the fare rules of the respective airline at the time of purchase. Non-refundable fares will not be eligible for a cash refund.
- For refundable tickets, Columbus will process the airline’s refund less any cancellation or processing fees charged by the airline and a Columbus service fee of OMR 10 per ticket.
- Refund requests for flights must be submitted at least 24 hours before the scheduled departure time. Requests made after departure will not be processed.
- Airline-initiated cancellations or significant schedule changes entitle the customer to a full refund of the airline fare or an alternative flight at no extra cost, subject to the airline’s policies.
- HOTEL BOOKINGS
- Refund eligibility for hotel bookings depends on the cancellation policy of the specific property at the time of booking.
- Non-refundable hotel rates are not eligible for any refund under any circumstances.
- For cancellable bookings, a full refund (less the Columbus service fee of OMR 5 per booking) will be issued if the cancellation is made within the property’s stipulated free-cancellation window.
- No-show charges will apply as per the property’s policy and will not be refunded.
- TOUR PACKAGES & HOLIDAY BUNDLES
The following cancellation and refund schedule applies to tour packages and holiday bundles unless otherwise stated at the time of booking:
- Cancellation 30 or more days before departure: Full refund less a 10% administrative fee
- Cancellation 15 to 29 days before departure: 50% refund of the total package cost
- Cancellation 8 to 14 days before departure: 25% refund of the total package cost
- Cancellation 7 days or less before departure: No refund
Custom-designed itineraries and private tour packages may be subject to different refund terms, which will be communicated in writing at the time of booking.
- VISA SERVICES
- Visa service fees charged by Columbus are non-refundable, regardless of the outcome of the visa application or if the customer decides to cancel their travel plans.
- Government visa fees and embassy charges paid on behalf of the customer are non-refundable once submitted to the relevant authority.
- CAR RENTALS & TRANSFERS
- Cancellations made 48 hours or more before the scheduled pick-up time are eligible for a full refund less a service fee of OMR 3.
- Cancellations made less than 48 hours before pick-up will not be eligible for a refund.
- No-shows will be treated as late cancellations and no refund will be issued.
- CORPORATE TRAVEL SERVICES
Refund terms for corporate travel accounts, including staff travel management and relocation services, are governed by the individual corporate service agreement between Columbus and the corporate client. In the absence of a specific agreement, the standard refund terms set out in this Policy shall apply.
- FORCE MAJEURE
In the event of cancellations caused by circumstances beyond Columbus’s or the customer’s reasonable control (including but not limited to natural disasters, war, terrorism, pandemic, or government-imposed travel restrictions), Columbus will endeavour to provide a full credit note or travel voucher valid for 12 months. Where a cash refund is feasible after deducting irrecoverable third-party costs, it will be processed accordingly.
- REFUND PROCESSING
- All approved refunds will be processed to the original payment method used at the time of booking.
- Processing time for refunds: Credit/Debit card refunds — 7 to 14 working days from approval. Bank transfer refunds — up to 10 working days. Payment wallet refunds — 3 to 5 working days.
- Columbus is not responsible for any delays caused by the customer’s bank or payment provider.
- Refunds will be issued in Omani Rial (OMR). Columbus is not liable for currency conversion losses.
- HOW TO REQUEST A REFUND
To request a refund, please contact Columbus in writing by:
- Email: info@columbusarabia.com
- In person: Columbus Travel Experience Center, Waterfront Mall, Muscat, Sultanate of Oman
- Toll Free: 8000 66666
Your refund request must include: your full name, booking reference number, reason for cancellation, and any supporting documentation. Columbus will acknowledge your request within 2 business days and communicate the applicable refund entitlement within 5 business days.
- AMENDMENTS TO THIS POLICY
Columbus reserves the right to amend this Refund Policy at any time. The most current version will always be available on our website at www.columbusarabia.com. Bookings made before any policy revision will be governed by the policy in effect at the time of booking.
- GOVERNING LAW
This Refund Policy is governed by the laws of the Sultanate of Oman. Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts of Muscat, Sultanate of Oman.
