At Arcielo, we strive to provide our customers with a smooth and reliable travel experience. Please read our Refund Policy carefully before making any booking.

General Refund Conditions

• All refund requests must be submitted in writing to our support team.
• Refund eligibility depends on the terms and conditions of airlines, hotels, tour operators, and service providers.
• Service charges, booking fees, and administrative fees are non-refundable.

Flight Bookings

• Refunds for flight tickets depend entirely on the fare rules of the airline.
• Non-refundable tickets cannot be refunded unless the airline permits it.
• Refund processing time may vary between 7–30 working days, depending on airline policies.

Hotel & Accommodation Bookings

• Refunds follow the cancellation policy of the respective hotel.
• Some bookings may be non-refundable or subject to cancellation penalties.
• No-show bookings are not eligible for a refund.

Tour Packages

• Refunds for tour packages depend on the cancellation timeline:
  • 30+ days before travel: Eligible for partial refund.
  • 15–29 days before travel: Cancellation charges apply.
  • Less than 15 days before travel: No refund.
• Any used portion of the package (tours, transfers, or hotel nights) is non-refundable.

Visa Services

• Visa fees and service charges are strictly non-refundable, regardless of approval or rejection.

Service Fees

• Any fees paid for consultation, documentation, or processing are non-refundable once the service has been initiated.

Refund Processing Time

• Approved refunds will be processed within 7–14 working days by Arcielo.
• Additional time may be required depending on banks, airlines, or third-party providers.

Changes & Amendments

• Any change or amendment to a booking may incur additional charges.
• These charges are non-refundable.

No-Show Policy

• Customers who fail to show up for flights, hotels, or tours without prior notice are not eligible for refunds.

Contact Us

For any refund-related queries, please contact our support team:
📩 info@arcielo.com
📞 +230 XXXX XXXX