Cancellation and refund policy

1. Before the free-cancellation deadline

Cancel from your booking page. If you paid, we refund you in full; if you did not, you owe nothing.

The hotel's policy sets the deadline (24 or 48 hours before arrival); it is copied onto your booking and does not change.

2. After the deadline, and no-shows

If you cancel after the free deadline, or do not arrive, the amount is not refunded.

If the hotel's policy is non-refundable, the room says so before you book, and the amount is not refunded.

3. When the hotel or we are at fault

If the hotel cancels, or you arrive and it has no room for you or refuses you for a reason not in its rules, we refund you in full and help you find another hotel.

If the payment window ended and your transfer reached us afterwards, we return it.

4. Changing dates

Cancel before the free deadline and book the new dates, or message support and we help.

5. How we refund

We refund by an exchanger transfer within 5 working days of the cancellation or of our decision on a report, and e-mail you the transfer number.

Fnadeq pays the refund transfer fee; it is not taken from your amount.

We refund in Yemeni rials the same amount you paid for the booking.

6. Reports

If you disagree with the hotel about what happened, tell us within 7 days of your arrival date. We review it with both sides and tell you our decision and why.