Delivery Policy

Last Updated: 3 September 2026

Arcielo provides travel-related services and documents. Unless expressly stated otherwise, no physical goods are shipped or delivered.

Booking confirmations, e-tickets, hotel vouchers, transfer vouchers, activity vouchers, itineraries, invoices and other relevant travel documents are normally delivered electronically.

1. Delivery Method

Travel documents will normally be sent to the email address provided by the customer when making the enquiry or booking.

Where appropriate, Arcielo may also send copies or delivery notifications through WhatsApp or another communication method agreed with the customer.

Customers are responsible for providing accurate and accessible contact details.

2. Booking Confirmation

Submitting an enquiry, making a payment or receiving a payment confirmation does not automatically mean that every requested travel service has been confirmed.

A booking is considered confirmed only after:

• The required deposit or full payment has been received and cleared; and

• The relevant airline, hotel, tour operator, Destination Management Company or other travel supplier has accepted and confirmed the booking.

Arcielo will notify the customer when the booking has been confirmed or if further information or action is required.

3. Delivery Timeframes

Booking acknowledgement An acknowledgement or payment confirmation will normally be sent promptly after the customer’s request or payment has been received.

Booking confirmation and vouchers Booking confirmations and available travel vouchers will normally be sent within one to three business days after payment has cleared and the relevant suppliers have confirmed the services.

Airline tickets Airline tickets will be issued and delivered according to the applicable airline’s ticketing deadline, fare conditions and confirmation process. Certain tickets may be issued shortly after full payment, while others may be issued closer to the departure date.

Final travel documents Where documents cannot be issued immediately, the customer will be informed of the expected delivery timeframe. Unless a different timeframe has been communicated, Arcielo will aim to provide all final available travel documents no later than seven days before departure, provided that:

• Full payment has been received;

• The customer has supplied all required passenger information and documents; and

• The relevant travel suppliers have released the documents.

For bookings made within seven days of departure, documents will be delivered as soon as reasonably possible after payment, supplier confirmation and document issuance.

4. Delivery Charges

Arcielo does not normally charge for the electronic delivery of travel documents.

If physical delivery, courier service or document collection involving an additional charge is requested or required, the applicable cost and delivery arrangements will be communicated to the customer before the service is confirmed.

5. Delivery Restrictions and Possible Delays

Delivery timeframes may be affected by:

• Delayed or incomplete payment;

• Incorrect or incomplete customer information;

• Missing passport, visa or traveller details;

• Supplier confirmation or ticketing delays;

• Changes made by airlines, hotels or other travel suppliers;

• Public holidays, weekends or different international time zones;

• Technical interruptions affecting email or communication services;

• Circumstances beyond Arcielo’s reasonable control.

Arcielo will make every reasonable effort to inform the customer of a material delay or change.

6. Customer Responsibility

Customers must review all documents immediately upon receipt and verify that the following information is correct:

• Traveller names and spelling;

• Travel dates and times;

• Flight details;

• Hotel and room details;

• Transfer arrangements;

• Activities and other booked services;

• Passport and visa requirements; and

• Any other important booking information.

Any error, missing document or discrepancy must be reported to Arcielo promptly.

Changes requested after a ticket or booking has been issued may be subject to supplier conditions, availability, fare differences, amendment charges and Arcielo’s applicable service fees.

7. Non-Receipt of Documents

Customers should check their inbox, spam and junk folders after receiving notification that their documents have been sent.

If expected documents have not been received within the communicated timeframe, the customer should contact Arcielo promptly.

Arcielo is not responsible for non-delivery resulting from an incorrect email address, an unavailable telephone number, a full inbox, spam filtering or another issue outside Arcielo’s reasonable control. However, we will make reasonable efforts to resend the documents after being notified.

8. Supplier-Issued Documents

Some travel documents are issued directly by airlines, hotels, tour operators, Destination Management Companies or other suppliers.

Their processing and issuance timeframes may apply. Arcielo will forward or make the documents available to the customer after receiving them from the relevant supplier.

9. Updates and Changes

Arcielo will use the contact information supplied by the customer to communicate relevant booking updates, including confirmation status, document availability, changes, cancellations or revised delivery timeframes.

Customers are responsible for monitoring their email and other agreed communication channels before departure.

10. Cancellations and Refunds

Cancellation and refund requests are governed by Arcielo’s Refund Policy, Our Terms and the applicable conditions of the relevant travel suppliers.

Delivery of a payment acknowledgement or booking document does not change any applicable cancellation or refund conditions.

11. Contact Us

For questions concerning the delivery of booking confirmations, tickets, vouchers, itineraries or other travel documents, please contact us:

Email: support@arcielo.com
Phone: +230 55351527
WhatsApp: +230 55351527