Our Policies- Travel Saga Tourism

At Travel Saga Tourism, we aim to provide clear and transparent information about our booking process, payment terms, cancellations, refunds, customer responsibilities, and other conditions that may apply to our travel services.

This policy outlines the key rights, responsibilities, and obligations of both our guests and Travel Saga Tourism. As our services may vary by destination, activity, supplier, and booking type, certain products may be subject to additional terms and conditions, which will be communicated at the time of booking or included in the relevant booking documents.

By making a reservation with Travel Saga Tourism, you acknowledge that you have read and understood the applicable terms and agree to comply with the responsibilities and conditions associated with your booking.

Booking Policy 

Booking Channels 

Guests can make reservations using any of the following official channels:-

• Online Booking: Directly through our secure website.
• Live Chat Assistance: With our travel experts while browsing packages.
• WhatsApp Chat: For fast and personalised responses.
• Phone Reservations: By calling our support team for quick booking assistance.
• Office Visits: At any of our Dubai branch locations for in-person consultations.

Important: Travel Saga is not responsible for bookings made through unauthorised agents, unverified websites, or individuals who are not authorised to represent the company. Customers are advised to use Travel Saga’s official booking channels to ensure that their reservations are processed correctly.

Booking Confirmation 

A booking is only considered confirmed once advance payment has been received. Upon confirmation, guests will receive a detailed booking email that includes:  

• Digital tickets and vouchers  

• Itinerary details  

• Pickup/drop-off timings (where applicable)

• Guests should review all booking documents carefully and notify us of any discrepancies as soon as possible.

Guest Information Requirement 

For smooth processing, guests are required to provide accurate details including:-

• Full legal name (as per passport or ID)

• Date of Birth / Age

• Valid contact information (phone number & email)

• Pickup and drop-off details (for tours with transfers)

Special Note: Guests with medical conditions, disabilities, or physical limitations that may affect their participation should inform us during the booking process. Certain activities may have specific health, age, mobility, or safety requirements. Failure to disclose relevant information may affect eligibility to participate, and any applicable refund will be determined according to the booking and cancellation terms.

Operator Responsibility 

Travel Saga works with licensed and qualified operators where required for the relevant activity. Operators are responsible for complying with applicable safety requirements and providing appropriate instructions and support for the activities they conduct. They are responsible for:-

• Providing mandatory safety instructions before each activity.

• Highlighting risks associated with adventure activities.

• Offering cultural guidance (dress code, etiquette, behaviour).

• Maintaining emergency readiness and support facilities.

Itinerary Modifications 

While we aim to deliver itineraries exactly as planned, changes may occur due to:-

• Adverse weather conditions- Transport delays or airline schedule changes

• Operational or safety requirements

• Force majeure events (natural disasters, strikes, political instability, etc.)

• Minor Adjustments: Reasonable minor changes may be made when necessary to accommodate operational, safety, weather, or scheduling requirements. Where applicable, customers will be informed of significant changes.

• Major Adjustments: Customers will be notified as soon as reasonably practicable, and any available alternatives or remedies will be handled according to the applicable booking terms.

• Force Majeure Events: Where a force majeure event affects a booking, cancellation, modification, refund, or alternative arrangements will be handled according to the applicable booking terms and circumstances of the event. 

Customer Support 

We provide 24/7 dedicated customer service through:-

• Landline: +971 4 2684645

• WhatsApp

• Live chat on our website

Support covers new bookings, modifications, urgent issues during travel, and general inquiries. For information on how we handle and escalate service-related concerns, please review our Customer Complaints Policy, which outlines our complaint resolution process and response timelines.

Payment Policy 

Pricing & Inclusions 

Unless otherwise stated, prices are quoted per person. Packages include only the services explicitly listed in the description. Exclusions generally include:

•  Tips and gratuities
•  Visa and passport fees  
•  Travel insurance
•  Meals & drinks (unless specified)  
•  Personal expenses (laundry, mini-bar, etc.)

Prices may change before a booking is confirmed due to airline fare changes, hotel tariff updates, government taxes, currency fluctuations, or other applicable supplier charges. Any applicable price changes will be communicated before confirmation.

Payment Methods 

We offer flexible and secure payment options:-

• Cash: At our Dubai office
• Credit/Debit Cards: Visa, MasterCard, American Express
• Online Payment Links: Secure, encrypted transactions
• Bank Transfers: To our authorised business account
• Fraud Prevention: Suspected fraudulent transactions may result in booking cancellation, suspension of services, or further action where appropriate.

Cancellation & Refund Policy 

Cancellation Rules 

• Standard Tours: Full refund for cancellations made at least 24 hours before the scheduled start.

• Late Cancellations: Within 24 hours of the tour – non-refundable.

• Same-Day Bookings: Once confirmed, cannot be cancelled or refunded.

• Special Attractions & Seasonal Events: Non-refundable once confirmed (e.g., Burj Khalifa, helicopter tours, theme parks, New Year’s Eve cruises).

Refund Process 

Refunds are processed using the original method of payment:  

• Cash refunds must be collected at our office.  

• Card/Bank transfer refunds are processed within 14 working days (delays may occur due to banks or third-party processors).

• Guests will be notified by email once a refund has been initiated.

Feedback & Complaints 

We are committed to resolving concerns promptly. Guests can:-

• Raise issues directly with the operator during the tour.

• Submit formal complaints via email or our website.

• Expect a formal investigation and resolution within a reasonable timeframe.

Insurance & Liability 

Guest Liability & Waiver 

Certain activities involve inherent risks, and participants may be required to sign activity-specific waivers or acknowledgements before participation. The applicable waiver and booking terms will explain the relevant responsibilities and limitations. Guests participating in such activities must:-

• Sign a waiver and indemnity form before participation.

• Acknowledge risks involved.

• Accept personal responsibility for injuries, damages, or losses.

• Agree not to hold us liable.

Refusal to sign the waiver will result in denied participation with no refund.

Travel Insurance Recommendation 

We are not responsible for accidents, medical issues, cancellations, or loss of personal belongings. Specific coverage depends on the policy purchased. We strongly recommend that guests purchase comprehensive travel insurance that covers:-

• Emergency medical treatment

• Trip cancellations & interruptions

• Accidents and injuries- Lost or stolen belongings 

Final Words

This Booking Policy exists to ensure clarity, fairness, and safety for all our guests. By proceeding with a booking, you agree to comply with all the above terms and conditions. For any questions, clarifications, or special requests, please contact our support team at any time. These policies are intended to provide clarity around bookings, payments, cancellations, customer responsibilities, and applicable terms. For questions or clarification regarding a specific booking, customers can contact our support team. Our mission is to make your journey with Travel Saga Tourism not just safe, but extraordinary.