Refund Policy
Version 1, effective from 22 May 2024
It is requested that you read this Refund policy carefully prior to using this Website or Mobile application. By continuing to use the Website or Mobile application, you agree to this Refund policy. Should you disagree with any part of these Refund policy, you will not be authorized to receive our Services and must cease using this Website or Mobile application immediately.
1. TERMS AND DEFINITIONS.
This section of the Refund policy outlines the definitions of key terms used throughout the document and provides guidance on how this Refund Policy should be interpreted.
2. SCOPE OF DELFIN SERVICES
2.1. Delfin exclusively provides travel concierge and other related services which are mediation services through which we only act in our capacity as an facilitator or intermediary between the Customer and a Primary Provider (direct executor of the primary service). Therefore, our role, scope of liability and obligations are limited to facilitating / mediating as a concierge, consequently the primary service (hereafter referred to as Services) will be rendered by Primary Providers (i.e. third parties) such as airlines, rail transport providers, hotels, travel operators, travel agencies, car rental and transportation companies, insurers, or other Primary Providers. Therefore, the contract for the actual provision of services (e.g. Agreement on the air transportation of passengers and baggage, transport contract, accommodation contract, insurance contract, etc.) comes into effect directly between the Customer and the relevant Primary Provider. Delfin is not a party to the contractual relationship between the Customer and the Primary Provider.
2.2. By using this Website or Mobile application to purchase any Services published and offered hereto, Customer authorizes us to engage in concierge mediating services in our role as concierge and mediate with the corresponding Primary Providers on your behalf.
2.3. Please, note, that for Services the terms and conditions of the relevant Primary Provider will apply. As the Primary Provider rules may include provisions relating to liability, cancellation, changes, refunds (if available) and other restrictions or charges, you are advised to read those rules carefully. In no event we are responsible for any failure to read, understand, or comply with any Primary Provider rules.
3. GENERAL PROVISIONS
3.1. Notification and Effectiveness of Cancellation/Modification:
3.1.1. Notification Requirement: In the event you wish to cancel or modify your travel plans, including reservations, activities, events, and other arrangements, a formal notification must be submitted to us in writing, preferably via chat with operator or by email. This notification is deemed effective from the date of receipt by us.
3.1.2. Clarity and Potential for Accommodation: When submitting your cancellation or modification request, please clearly articulate the reason(s) for your decision. This information is vital as it may influence the applicability of your insurance coverage (if applicable) or our ability to accommodate your request with minimized or waived penalties and additional fees.
3.2. Insurance Claims and our Assistance:
3.2.1. Direct Insurance Claims: In case your trip were insured all claims related to the cancellation of your trip should be directed to your insurance provider. However, it is crucial that you also inform us of such circumstances. This allows us to offer necessary facilitation with your claims or assist in managing your requests.
3.2.2. Not depending on section 3.2.1. all cancellations will be governed by the Primary Provider's terms, except that our Service fee.
3.3. Implications of Partial Cancellation:
3.3.1. Potential Consequences: Partial cancellation of booked trips or Services may necessitate the total cancellation of arrangements or result in increased costs for the retained Services.
3.4. Customer’s obligations:
3.4.1. Notice and Timing for Rearrangements: Adequate notice and a reasonable timeframe must be provided for any rearrangements, reflecting an understanding that you remain liable for any outstanding payments under the new or modified agreement.
4. CANCELLATION BY CUSTOMER
4.1. All cancellations must be notified by the Customer to us as soon as possible in writing via chat with operator or to email. Cancellations will be effective on the day notice of cancellation is received by us.
4.2. If an event, the Services are cancelled or postponed by the Customer, refunds and cancellation fees will be governed by the Primary Provider's terms, except that our Service fee is non-refundable.
4.3. We reserve the right to impose additional cancellation charges based on the timing of your notification. The specific terms and conditions governing these charges will be communicated at the time of booking and in subsequent communications.
5. CANCELLATION BY REASONS BEYOND OUR CONTROL
5.1. We are not responsible for the actions and omissions of Primary Providers and other third parties.
5.2. Should a Primary Provider alter or cancel your request, we will communicate the updated details to you, along with any compensation the Primary Provider may extend. However, we cannot accept liability for any changes or cancellations made to your bookings by Primary Providers. Our role in such situations is to facilitate communication and assist where possible, ensuring you remain informed and supported throughout any adjustments.
5.3. We reserve the right to offer a change to or cancel your booking in circumstances beyond our control where we are forced to do so due to reasons not depending on us. In such circumstances, we will use our best efforts to offer you alternative options.
6. FORCE MAJEURE:
6.1. If the cancellation or a change is due to Force Majeure situations, meaning circumstances outside the reasonable control such as (without limitation) political instability, extreme weather conditions, security risks, strikes, major limitation of airport operation and/or airline bankruptcy/insolvency, we will use our best efforts to find and offer another booking for you if we able to do so or suspend the Services.
6.2. Should your need to cancel or modify arise from circumstances beyond your control (such as injuries, force majeure events, etc.), we may require documentary evidence to support your claim. Under such circumstances, we are prepared to communicate with Primary Providers and use our best efforts to consider suspending Services or transferring arrangements to an alternate date, subject to verification.
6.3. Notwithstanding the above written, we do not guarantee the quality, volume, timeliness and performance of Services provided by Primary Providers, and we are not responsible and does not refund or reimburse any indirect or direct costs for failure to comply by the direct Service Providers, including, but not limited, in the event of any delay, postponement or cancellation of a flight, overbooking, strike, force majeure, non-receipt of funds as a result of actions (inaction) on the part of Payment Providers, credit and/or banking organizations, as well as other reasons beyond of our control, which does not limit the Customer’s right to demand compensation for losses from the guilty party.
7. CHANGES TO YOUR RESERVATIONS
7.1. We will do our best to assist you if you wish to alter your arrangements subject to availability.
7.2. If you wish to make changes to your booking, you must submit your request in writing to chat with operator in our Website or Mobile app or by email detailing the changes you would like.
7.3. Any changes to a confirmed booking will be subject to our fixed administration fee of 50 USD. Where changes are made to your booking, you shall be liable to pay the administration fee plus any other applicable change fees applied by Primary Providers immediately upon being invoiced by us.
7.4. Any changes to your reservation must be made through our Website or Mobile application and not directly with the Primary Provider. This applies to change of dates, extension of stay, early check in or late check out, delay of arrival or cancellation in full or in part and other changes. Any problems or questions on your booking should be directed to chat with operator or by email in our Website or Mobile application.
7.4. Some airlines may regard name changes as a cancellation and rebooking and any such alteration may incur a 100% cancellation charge in respect of the air fare.
8. REFUND TERM
8.1. Refund Process: Refunds, whether partial or full, will be processed using the original payment method employed by the Customer. This ensures a transparent and traceable refund procedure, aligned with our commitment to Customer satisfaction and financial integrity.
8.2. In case of refunds, as a rule, it takes an average of 5-10 banking days to arrive in the Customer’s account, but can reach 30 banking days, depending on the operating conditions of the relevant bank.
8.3. We reserve the right to consider your request within 24 hours from the date of receipt of your query by the operator in chat or by email.
It is requested that you read this Refund policy carefully prior to using this Website or Mobile application. By continuing to use the Website or Mobile application, you agree to this Refund policy. Should you disagree with any part of these Refund policy, you will not be authorized to receive our Services and must cease using this Website or Mobile application immediately.
1. TERMS AND DEFINITIONS.
This section of the Refund policy outlines the definitions of key terms used throughout the document and provides guidance on how this Refund Policy should be interpreted.
- Delfin App Services – FZCO (hereafter referred to as "Delfin," "we," "us," "our") – the owner of this Website and of Mobile application "Delfin", is a legal entity duly incorporated and operating under the laws of the United Arab Emirates.
- Website – a set of pages of information on the internet related to Delfin, located at the web address or url: https://delfin.app, through which the Customer can make orders.
- Mobile application or app – is a computer program or software application designed to run on a mobile device such as a phone, tablet.
- Customer (hereinafter also referred to as "you," "your") – is a legally capable natural person who has reached the Age of Majority, or duly established legal person, who has the legal right to enter into contractual relations, including but not limited, to make booking orders on the Website or Mobile application, or who otherwise uses the Services offered on the Website, Mobile application, or through other methods of communication.
- Booking order – means an order made by Customer through the Website, Mobile application, or through other methods of communication.
- Terms and Conditions – the terms of use of the Website and Mobile application that determine the rules of use of the latters.
- Commercial offer – an official proposal to purchase the offered services remotely, that is, through the Website or Mobile application under Terms and Conditions, this Refund policy and specific terms offered therein.
- Primary Provider – refers to third-party entities such as aviation and railway companies, accommodation facilities, transport firms, tour operators, and any other individuals or entities responsible for providing the primary service or product utilized by Delfin in the arrangement of services.
2. SCOPE OF DELFIN SERVICES
2.1. Delfin exclusively provides travel concierge and other related services which are mediation services through which we only act in our capacity as an facilitator or intermediary between the Customer and a Primary Provider (direct executor of the primary service). Therefore, our role, scope of liability and obligations are limited to facilitating / mediating as a concierge, consequently the primary service (hereafter referred to as Services) will be rendered by Primary Providers (i.e. third parties) such as airlines, rail transport providers, hotels, travel operators, travel agencies, car rental and transportation companies, insurers, or other Primary Providers. Therefore, the contract for the actual provision of services (e.g. Agreement on the air transportation of passengers and baggage, transport contract, accommodation contract, insurance contract, etc.) comes into effect directly between the Customer and the relevant Primary Provider. Delfin is not a party to the contractual relationship between the Customer and the Primary Provider.
2.2. By using this Website or Mobile application to purchase any Services published and offered hereto, Customer authorizes us to engage in concierge mediating services in our role as concierge and mediate with the corresponding Primary Providers on your behalf.
2.3. Please, note, that for Services the terms and conditions of the relevant Primary Provider will apply. As the Primary Provider rules may include provisions relating to liability, cancellation, changes, refunds (if available) and other restrictions or charges, you are advised to read those rules carefully. In no event we are responsible for any failure to read, understand, or comply with any Primary Provider rules.
3. GENERAL PROVISIONS
3.1. Notification and Effectiveness of Cancellation/Modification:
3.1.1. Notification Requirement: In the event you wish to cancel or modify your travel plans, including reservations, activities, events, and other arrangements, a formal notification must be submitted to us in writing, preferably via chat with operator or by email. This notification is deemed effective from the date of receipt by us.
3.1.2. Clarity and Potential for Accommodation: When submitting your cancellation or modification request, please clearly articulate the reason(s) for your decision. This information is vital as it may influence the applicability of your insurance coverage (if applicable) or our ability to accommodate your request with minimized or waived penalties and additional fees.
3.2. Insurance Claims and our Assistance:
3.2.1. Direct Insurance Claims: In case your trip were insured all claims related to the cancellation of your trip should be directed to your insurance provider. However, it is crucial that you also inform us of such circumstances. This allows us to offer necessary facilitation with your claims or assist in managing your requests.
3.2.2. Not depending on section 3.2.1. all cancellations will be governed by the Primary Provider's terms, except that our Service fee.
3.3. Implications of Partial Cancellation:
3.3.1. Potential Consequences: Partial cancellation of booked trips or Services may necessitate the total cancellation of arrangements or result in increased costs for the retained Services.
3.4. Customer’s obligations:
3.4.1. Notice and Timing for Rearrangements: Adequate notice and a reasonable timeframe must be provided for any rearrangements, reflecting an understanding that you remain liable for any outstanding payments under the new or modified agreement.
4. CANCELLATION BY CUSTOMER
4.1. All cancellations must be notified by the Customer to us as soon as possible in writing via chat with operator or to email. Cancellations will be effective on the day notice of cancellation is received by us.
4.2. If an event, the Services are cancelled or postponed by the Customer, refunds and cancellation fees will be governed by the Primary Provider's terms, except that our Service fee is non-refundable.
4.3. We reserve the right to impose additional cancellation charges based on the timing of your notification. The specific terms and conditions governing these charges will be communicated at the time of booking and in subsequent communications.
5. CANCELLATION BY REASONS BEYOND OUR CONTROL
5.1. We are not responsible for the actions and omissions of Primary Providers and other third parties.
5.2. Should a Primary Provider alter or cancel your request, we will communicate the updated details to you, along with any compensation the Primary Provider may extend. However, we cannot accept liability for any changes or cancellations made to your bookings by Primary Providers. Our role in such situations is to facilitate communication and assist where possible, ensuring you remain informed and supported throughout any adjustments.
5.3. We reserve the right to offer a change to or cancel your booking in circumstances beyond our control where we are forced to do so due to reasons not depending on us. In such circumstances, we will use our best efforts to offer you alternative options.
6. FORCE MAJEURE:
6.1. If the cancellation or a change is due to Force Majeure situations, meaning circumstances outside the reasonable control such as (without limitation) political instability, extreme weather conditions, security risks, strikes, major limitation of airport operation and/or airline bankruptcy/insolvency, we will use our best efforts to find and offer another booking for you if we able to do so or suspend the Services.
6.2. Should your need to cancel or modify arise from circumstances beyond your control (such as injuries, force majeure events, etc.), we may require documentary evidence to support your claim. Under such circumstances, we are prepared to communicate with Primary Providers and use our best efforts to consider suspending Services or transferring arrangements to an alternate date, subject to verification.
6.3. Notwithstanding the above written, we do not guarantee the quality, volume, timeliness and performance of Services provided by Primary Providers, and we are not responsible and does not refund or reimburse any indirect or direct costs for failure to comply by the direct Service Providers, including, but not limited, in the event of any delay, postponement or cancellation of a flight, overbooking, strike, force majeure, non-receipt of funds as a result of actions (inaction) on the part of Payment Providers, credit and/or banking organizations, as well as other reasons beyond of our control, which does not limit the Customer’s right to demand compensation for losses from the guilty party.
7. CHANGES TO YOUR RESERVATIONS
7.1. We will do our best to assist you if you wish to alter your arrangements subject to availability.
7.2. If you wish to make changes to your booking, you must submit your request in writing to chat with operator in our Website or Mobile app or by email detailing the changes you would like.
7.3. Any changes to a confirmed booking will be subject to our fixed administration fee of 50 USD. Where changes are made to your booking, you shall be liable to pay the administration fee plus any other applicable change fees applied by Primary Providers immediately upon being invoiced by us.
7.4. Any changes to your reservation must be made through our Website or Mobile application and not directly with the Primary Provider. This applies to change of dates, extension of stay, early check in or late check out, delay of arrival or cancellation in full or in part and other changes. Any problems or questions on your booking should be directed to chat with operator or by email in our Website or Mobile application.
7.4. Some airlines may regard name changes as a cancellation and rebooking and any such alteration may incur a 100% cancellation charge in respect of the air fare.
8. REFUND TERM
8.1. Refund Process: Refunds, whether partial or full, will be processed using the original payment method employed by the Customer. This ensures a transparent and traceable refund procedure, aligned with our commitment to Customer satisfaction and financial integrity.
8.2. In case of refunds, as a rule, it takes an average of 5-10 banking days to arrive in the Customer’s account, but can reach 30 banking days, depending on the operating conditions of the relevant bank.
8.3. We reserve the right to consider your request within 24 hours from the date of receipt of your query by the operator in chat or by email.
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