Introduction
This Refund & Cancellation Policy explains the conditions under which refunds, cancellations, changes, and credits may be available for travel services purchased through Hansoty Travels.
Hansoty Travels is a travel agency based in Polokwane, South Africa, providing flight bookings, Umrah packages, Ziyarat packages, tour packages, accommodation, visa assistance, and other travel-related services.
Because travel services are generally supplied by third-party providers, refund and cancellation conditions may vary depending on the service purchased.
By making a booking with Hansoty Travels, you acknowledge and agree to the applicable cancellation and refund conditions communicated at the time of booking.
General Refund Policy
Refund eligibility depends on:
The type of travel service booked
The airline, hotel, tour operator, visa provider, or other supplier
The fare or package conditions
The cancellation date
The applicable supplier cancellation policy
Whether the service has already been used
Any applicable government taxes, fees, or charges
Hansoty Travels service or administration fees, where applicable
Some travel products may be non-refundable, partially refundable, or refundable subject to penalties.
Before making a booking, customers should carefully review the applicable fare, package, cancellation, and refund conditions.
Flight Booking Refunds
Flight tickets are subject to the fare rules and cancellation policies of the relevant airline.
Depending on the ticket purchased, cancellation may result in:
Full refund
Partial refund
Airline cancellation penalty
Rebooking fee
Fare difference
Loss of non-refundable taxes or charges
No refund
Some promotional, discounted, special, or restricted fares may be completely non-refundable.
Where an airline permits a refund, Hansoty Travels will assist in submitting or processing the refund request in accordance with the airline’s procedures.
Refund amounts may be reduced by applicable airline penalties, supplier charges, taxes, and Hansoty Travels’ applicable service or administration fees.
Airline Schedule Changes and Cancellations
If an airline cancels a flight or makes a significant schedule change, the applicable remedy will generally depend on the airline’s policy and the circumstances of the booking.
Where applicable, Hansoty Travels may assist customers with:
Rebooking
Alternative flights
Refund requests
Airline credits
Other options offered by the airline
Hansoty Travels does not control airline schedules, cancellations, delays, or operational decisions.
Any refund or compensation provided will be subject to the airline’s applicable rules and applicable law.
Umrah Package Refunds
Umrah packages may include flights, hotels, transportation, visa assistance, transfers, and other services.
Cancellation and refund conditions vary according to the individual package and supplier.
Refunds may be subject to:
Airline cancellation rules
Hotel cancellation penalties
Transportation charges
Visa processing fees
Government or authority fees
Supplier penalties
Non-refundable deposits
Hansoty Travels service or administration fees, where applicable
Customers should contact Hansoty Travels as soon as possible if they wish to cancel or change an Umrah booking.
Ziyarat Package Refunds
Ziyarat packages may include accommodation, transportation, flights, tours, guides, and other services.
Cancellation conditions depend on the specific itinerary and suppliers involved.
Some components may be non-refundable once confirmed.
Any eligible refund will be calculated after applicable supplier cancellation charges and other non-refundable costs have been deducted.
Tour Package Refunds
Tour packages are subject to the cancellation conditions specified in the applicable quotation or booking confirmation.
Cancellation charges may increase as the departure date approaches.
Depending on the supplier, cancellations may result in:
Full refund
Partial refund
Travel credit
Cancellation fee
Loss of deposit
No refund
Customers should review the cancellation conditions before confirming their tour booking.
Hotel and Accommodation Refunds
Hotel bookings are subject to the cancellation policy of the individual property or accommodation provider.
Depending on the rate booked, cancellation may be:
Free before a specified deadline
Partially refundable
Subject to a cancellation fee
Completely non-refundable
Non-refundable hotel rates generally cannot be refunded unless the hotel or supplier agrees otherwise or applicable law requires otherwise.
Visa Assistance Fees
Visa assistance services may involve application preparation, document review, administrative work, appointment assistance, processing, and other services.
Visa fees and government charges may be non-refundable.
If Hansoty Travels has already performed visa-related services, the applicable service fee may not be refundable, subject to applicable law and the specific service agreement.
Visa approval is determined by the relevant government, immigration authority, embassy, consulate, or authorised provider.
A visa refusal does not automatically entitle a customer to a refund of fees already paid to third parties or for services already performed.
Service and Administration Fees
Hansoty Travels may charge service, booking, administration, consultation, or processing fees for certain services.
Where applicable, these fees will be communicated to the customer before or during the booking process.
Such fees may be non-refundable where the service has already been provided or processing has commenced, subject to applicable law.
Customer-Initiated Cancellations
Customers wishing to cancel a booking should contact Hansoty Travels as soon as possible.
Cancellation requests should include:
Customer’s full name
Booking reference or PNR
Travel details
Reason for cancellation, where required
Contact details
The effective cancellation date may be determined by the date and time Hansoty Travels receives the cancellation request, subject to the applicable supplier rules.
A cancellation request does not guarantee a refund.
No-Show Bookings
If a customer does not travel, fails to check in, or does not use a booked service without properly cancelling it, the booking may be treated as a no-show.
No-show penalties may apply.
Depending on the supplier’s rules, a no-show may result in:
Loss of the ticket or booking
Additional rebooking charges
Loss of deposit
Partial refund
No refund
Customers should contact Hansoty Travels before the scheduled departure if they cannot travel.
Refund Processing
Where a refund is approved, Hansoty Travels will process the refund according to the relevant supplier’s procedures.
The time required to receive a refund may depend on:
Airline processing time
Hotel or tour operator processing time
Visa provider processing time
Payment provider
Banking procedures
International payment processing
Currency conversion
Hansoty Travels cannot guarantee a specific refund processing timeframe where the refund depends on a third-party supplier.
Refund Method
Where possible, approved refunds will normally be made using the original payment method.
In certain circumstances, the refund may be processed through another method agreed with the customer.
Customers may be required to provide appropriate banking or payment information to facilitate an approved refund.
Hansoty Travels will not be responsible for delays caused by incorrect banking information supplied by the customer.
Currency and Exchange Rate
Where a booking or refund involves an international currency, the amount received by the customer may differ because of:
Exchange-rate fluctuations
Bank charges
Payment provider fees
International transfer charges
Currency conversion fees
Any refund will generally be calculated according to the applicable booking and supplier conditions.
Refunds for Unused Services
If a customer chooses not to use part of a travel package, unused services are not automatically refundable.
For example, a customer who voluntarily chooses not to use:
A hotel night
A flight sector
Airport transfer
Tour activity
Excursion
Meal
Other included service
may not receive a refund unless the applicable supplier permits it.
Customers should contact Hansoty Travels before deciding not to use any component of their booking.
Force Majeure and Extraordinary Circumstances
Travel arrangements may be affected by circumstances outside the reasonable control of Hansoty Travels, including:
Natural disasters
Severe weather
Government restrictions
War or civil unrest
Pandemics or public-health emergencies
Strikes
Border closures
Airport closures
Government or immigration restrictions
Security incidents
Airline operational disruptions
Refunds, credits, rebooking, or alternative arrangements in such circumstances will depend on the policies of the relevant supplier and applicable law.
Travel Insurance
Customers are strongly encouraged to obtain appropriate travel insurance before travelling.
Travel insurance may provide cover for certain cancellation, medical, delay, baggage, or interruption-related situations, depending on the policy.
Hansoty Travels is not responsible for losses that could have been covered by an appropriate travel insurance policy.
Customers should carefully review their insurance policy, including exclusions and claim requirements.
Refund Requests
To request a refund, customers should contact Hansoty Travels through our official communication channels.
Please provide:
Customer Name:
Booking Reference / PNR:
Travel Date:
Service Booked:
Contact Number:
Email Address:
Reason for Refund Request:
Hansoty Travels may request additional documents where necessary.
Fraudulent or Unauthorised Payments
Hansoty Travels reserves the right to investigate payments that appear fraudulent, unauthorised, disputed, or suspicious.
Refunds relating to disputed transactions may be subject to investigation and verification.
Where necessary, Hansoty Travels may cooperate with payment providers, banks, suppliers, or relevant authorities.
Changes to This Refund Policy
Hansoty Travels may update this Refund & Cancellation Policy from time to time to reflect changes in our services, supplier conditions, business practices, or applicable legal requirements.
The latest version will be published on this page with the updated “Last Updated” date.
Applicable Law
This Refund & Cancellation Policy is intended to operate in accordance with applicable laws of the Republic of South Africa.
Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.
Where a specific supplier’s terms provide additional rights or obligations, those terms may also apply to the relevant booking.
Contact Hansoty Travels
For refund, cancellation, or booking assistance, please contact:
Hansoty Travels
Based in: Polokwane, South Africa
Email: info@hansotytravels.com
Website: hansotytravels.com
WhatsApp: +27 82 226 8786
Please contact us as early as possible when you need to cancel or modify a booking, as supplier penalties may increase closer to the travel date.
Customer Acknowledgement
By making a booking with Hansoty Travels, the customer acknowledges that:
Travel services may have different cancellation conditions.
Some fares and services may be non-refundable.
Supplier cancellation penalties may apply.
Refund processing may take time.
Visa and government fees may be non-refundable.
Airline, hotel, tour operator, and other supplier terms may apply.
Refund eligibility is determined according to the applicable booking conditions and applicable law.
