Introduction

The Imkan platform (IMKAN.TOURS) operates as a technical intermediary connecting customers with tourism service providers, including hotels, transportation companies, tour organizers, airlines, and others. Therefore, all cancellation, modification, or refund requests are subject to the service providers' own policies, and the platform does not adopt an independent policy that contradicts them. Completing any booking through the platform constitutes explicit and final customer consent to this policy.

First: Cancellation or Modification of Bookings

All cancellation or modification operations are subject to service provider policies, as follows:

• Hotels and Accommodation: The hotel provider's policy applies (such as first night deduction or administrative fees).
• Tourism Programs and Tours: Subject to the program organizer's policy, may include cancellation fees or non-refundable status for late cancellations.
• Transportation and Car Services: Subject to the transportation company's terms, such as allowing cancellation before a specified period or imposing fees.
• Flight Tickets: Fully subject to the airline's or authorized agent's terms and conditions, including restrictions and fees.

Second: Cancellation by Service Provider

If the service provider cancels the booking for any reason, the customer is entitled to:

• A full refund of the amount paid, or
• Acceptance of an alternative service equivalent in value (if available).

The platform does not bear any responsibility for any additional costs incurred by the customer beyond the booking value.

Third: Emergency Cases and Force Majeure

In exceptional cases such as natural disasters, pandemics, government decisions, strikes, or any force majeure, the service provider's cancellation policy is applied. The platform's role is limited to facilitating communication and follow-up without assuming any direct obligation for compensation.

Fourth: Mechanism for Submitting Cancellation or Refund Requests

Requests must be submitted through one of the following channels:

• Through the customer's personal account on the platform, or
• Via official email: [email protected]

The platform forwards the request to the relevant service provider according to their approved policies.

Fifth: Refund Mechanism

• The amount – if due – is refunded using the original payment method or through an electronic wallet within the platform (as provided by the service provider).
• The refund process may take 7 to 21 business days depending on bank and payment provider procedures.
• Bank fees, transfer fees, or any non-refundable amounts may be deducted according to the service provider's policy.

Sixth: No-Show

If the customer does not show up at the scheduled time without prior notice, the service provider's policy applies, and typically the booking is considered fully executed and the customer is not entitled to claim any refund.

Seventh: Platform Responsibility Limits

• The platform operates solely as a technical intermediary and does not bear any direct responsibility for cancellation or refund decisions or policies of service providers.
• The platform's role is limited to facilitating procedures and follow-up within its technical limits.
• Service providers bear full responsibility for any legal, financial, or operational obligations related to cancellation or refund.

Eighth: Modifications

• The platform reserves the right to modify this policy at any time.
• Users will be notified of substantial changes via email and/or platform notification.
• Continued use of the platform after the effective date of modifications constitutes implicit consent to them.

Ninth: Contact

For inquiries or follow-up on cancellation and refund requests:

• Email: [email protected]
• Phone: Available through the "Contact Us" page on the official website
• Website: https://imkan.tours