REFUND POLICY
Last Updated: 11 July 2026
Our Refund Policy
At Arcielo, we understand that travel plans may change. This Refund Policy explains how cancellations and refunds are handled for bookings made through Arcielo.
As we work with airlines, hotels, Destination Management Companies (DMCs), tour operators and other travel suppliers, refund eligibility varies depending on the services booked.
Our goal is to be transparent and fair while applying the cancellation and refund conditions of the relevant travel suppliers.
1. Cancellation Policy
All cancellation requests must be submitted to Arcielo in writing by email or through another written communication method accepted by Arcielo.
A cancellation will only be considered effective once it has been acknowledged by Arcielo.
The cancellation and refund conditions applicable to your booking will be clearly communicated before your booking is confirmed. By confirming your booking, you acknowledge and accept these conditions.
2. Refund Eligibility
Refunds are subject to the cancellation and refund policies of the relevant travel suppliers.
The amount refunded, if any, will depend on the conditions of the airlines, hotels, Destination Management Companies (DMCs), tour operators and other service providers involved in your booking.
If a supplier does not provide a refund, Arcielo will not be able to issue a refund for that service.
3. Arcielo Professional Service Fees
Arcielo provides professional travel planning, booking management and customer support services.
Arcielo’s professional service fees are non-refundable once work has commenced.
These fees cover services such as:
- Travel planning
- Supplier communication
- Quotation preparation
- Package customisation
- Tailor-made itinerary preparation
- Booking administration
4. Flights
Airline tickets are subject entirely to the fare rules and cancellation policies of the respective airline.
Refunds, changes and cancellation charges are determined by the airline and cannot be overridden by Arcielo.
Where applicable, Arcielo will assist clients in requesting eligible airline refunds.
5. Hotels, Tours and Other Travel Services
Refunds for hotels, tours, transfers, activities and other travel services depend on the cancellation policies of the relevant supplier.
Where a supplier approves a refund, Arcielo will refund the recoverable amount after deducting any applicable non-refundable service fees and administrative charges previously agreed with the client.
6. If Arcielo Cancels a Booking
If Arcielo is unable to provide the booked travel services due to circumstances beyond our reasonable control, we will make every reasonable effort to offer a suitable alternative.
If no suitable alternative is available, Arcielo will refund any recoverable amounts received from the relevant travel suppliers.
7. No-Show Policy
Failure to travel without prior cancellation (“No-Show”) may result in cancellation charges of up to 100%, depending on the policies of the relevant travel suppliers.
In many cases, no refund will be available for unused travel services.
8. Refund Processing
Where a refund is approved, Arcielo will process the refund after receiving the refundable amount from the relevant travel supplier.
Refund processing times may vary depending on supplier processing times and the payment method used.
Refunds are generally processed within 7 to 14 business days after Arcielo receives the refundable amount.
9. Refund Method
Refunds will normally be made using the same payment method used for the original booking, unless otherwise agreed between Arcielo and the client.
10. Travel Insurance
Travel insurance may provide additional protection in the event of trip cancellations, medical emergencies, baggage loss, travel delays and other unforeseen circumstances.
Arcielo strongly recommends that all travellers obtain suitable travel insurance before travelling.
11. Contact Us
If you have any questions regarding cancellations or refunds, please contact us:
Email: support@arcielo.com
Phone: +230 55351527
WhatsApp: +230 55351527