Cancellation Policy

Supplier-first principle: Cancellations and refunds generally follow the Supplier’s own cancellation policy and the laws of the Supplier’s country (mandatory consumer protections). This Aalabu Policy applies only where (a) the Supplier participates/permits it, or (b) applicable law requires it, or (c) Aalabu has activated this Policy for a specific Event/region.

1) Overview

This Policy explains how cancellations are handled when unforeseen events beyond your control occur after booking and make it impracticable or illegal to complete your reservation. It applies to reservations made through Aalabu for accommodations and experiences.

When this Policy permits cancellation, it overrides the reservation’s standard terms only when activated (see §4).

• Guests affected by a covered Event may receive a bank refund, Aalabu travel credit, or other reasonable consideration (assessed case-by-case and subject to Supplier participation and law).
• Suppliers affected by a covered Event may cancel without penalties on Aalabu; affected dates may be blocked.

Aalabu’s role as agent: Aalabu is typically an agent facilitating Bookings with Suppliers. Your contract for the travel service is with the Supplier, whose terms and local laws govern by default.

2) Covered “Events”

“Event” means a situation that (a) occurs after booking, (b) was not reasonably foreseeable at the time of booking, and (c) prevents or legally prohibits travel or hosting. Covered Events include:

1. Changes to government travel requirements
   Sudden changes to visa or passport rules by a government authority that prevent travel to the destination.
   Excludes lost/expired documents or personal eligibility issues. Visa & passport outcomes
   Not covered (standard case):
   • Visa refusal under pre‑existing rules (e.g., incomplete documents, prior travel history, financial proofs, interview outcome).
   • Lost or expired passports, or delays attributable to the traveller.
   Covered (rule change after booking):
   • A visa refusal that directly cites a new legal requirement or sudden government measure introduced after the reservation was made and which prevents travel (e.g., newly required transit visa, suspended category, additional entry permits).
   • Required evidence: (1) official government/consular notice of the change; (2) the refusal letter referencing that change; (3) proof your visa application was lodged before the change; (4) booking confirmation.
   Outcome: Where covered, Aalabu may approve a bank refund, Aalabu travel credit, or other remedy, subject to Supplier participation and applicable law in the Supplier’s country. Where not covered, the Supplier’s stated cancellation terms (and local consumer law) apply; Aalabu will assist with rebooking, name/date changes, or partial refunds if offered by the Supplier. Group bookings: If the lead guest is refused under a covered rule change, the entire booking may be eligible. If a non‑lead guest is refused, partial changes or a split itinerary may apply, per Supplier policy.
2. Declared emergencies & epidemics
   Government-declared local or national emergencies, epidemics/pandemics, or public health emergencies.
   Excludes illnesses that are endemic/common to the area.
3. Government travel restrictions
   Binding restrictions by a government authority that ban or prohibit travel to, stay at, or return from the destination.
   Excludes non-binding advisories or guidance.
4. Military actions & hostilities
   War, invasion, terrorism, civil war, riots, insurrection, or comparable large-scale unrest that makes travel/hosting unsafe or illegal.
5. Natural disasters & large-scale utility outages
   Earthquakes, tsunamis, volcanic eruptions, severe abnormal weather events, or widespread outages of essential utilities at the listing.
   Excludes seasonal or common weather patterns reasonably foreseeable for the location.

3) What is not covered

This Policy does not apply to everything else. Examples (not exhaustive):

• Unexpected disease, illness, or injury of a traveler or companion.
• Government obligations (jury duty, court appearances, routine military duty).
• Advisories or guidance that stop short of a legal ban.
• Event cancellations/reschedules (e.g., a concert or conference you planned to attend).
• Transport disruptions unrelated to a covered Event (road closures, airline/rail/bus/ferry cancellations, missed connections).
  If you cancel for these reasons, the Supplier’s standard cancellation policy applies.

4) Activation of this Policy (how it takes precedence)

This Policy takes precedence only when Aalabu has activated it for a specific Event and/or region by:

• Sending direct notice to affected users, or
• Publishing an activation notice on our help pages or status banners.

Once activated, you may cancel under this Policy via Account → My Bookings or by emailing aalabu@aalabu.com.

5) How to request cancellation (Guests)

If you believe a covered Event applies and no activation has been published:

1. Go to Account → My Bookings and request cancellation for the affected reservation, or email aalabu@aalabu.com.
2. Provide documentation (see §8) showing how the Event impacts your ability to travel/stay.
3. Submit your request as soon as possible (ideally within 7 days of learning of the Event, and no later than 14 days after scheduled check‑in).

6) Suppliers affected by an Event

If you cannot honor a reservation due to a covered Event:

1. Contact aalabu@aalabu.com promptly with details and supporting documentation.
2. If approved, the cancellation is penalty‑free on Aalabu; affected dates may be blocked.

7) Outcomes, refunds & governing rules

• Aalabu determines eligibility and whether a refund, Aalabu travel credit, or other remedy applies, always considering the Supplier’s policy and mandatory local consumer law in the Supplier’s country.
• Where the Supplier’s policy governs, Aalabu will assist in coordinating the approved outcome.
• Refund timing: We instruct refunds immediately upon approval. Most card issuers display funds in 3–5 business days; some may take up to 15 business days. Certain jurisdictions can take up to 60 days due to banking rules.
• Refunds are made to the original payment method wherever possible.

8) Documentation examples

Depending on the Event, examples include:

• Government order or official notice of travel restriction/ban.
• Public authority statements confirming a declared emergency.
• Utility provider outage confirmation affecting the listing.
• Police/fire reports or insurance confirmations for disasters.
• For document-rule changes: official immigration/consular notice.
  (Please redact data not required for review.)

9) Abuse & misuse

We may refuse relief or take account action if we reasonably believe the Policy is being abused (e.g., misrepresentation or falsified evidence).

10) Relationship to law & other terms

• This Policy does not limit any statutory rights you may have.
• Supplier & local law prevail: If there is a conflict, the Supplier’s policy and mandatory consumer protections of the Supplier’s country generally apply.
• If Aalabu sells a package (multiple travel services combined by Aalabu), additional rights may apply under the Package Travel and Linked Travel Arrangements Regulations 2018.

11) Changes to this Policy

We may update this Policy from time to time. The “Effective date” above shows the latest revision. Continued use after changes take effect means you accept the updated Policy.

12) Contact

Questions? Email aalabu@aalabu.com.