If a cancellation request is approved, or if a User believes that they have been incorrectly charged an amount exceeding the booking price (and such overcharge is not due to reasons attributable to the Payment Facilitator), the User may submit a refund request through:
The Rakaab Platform,
The Authorized Channel through which the booking was made, or
The Rakaab customer support team,
All refund requests must comply with the Rakaab Cancellation and Refund Policy.
Once Rakaab determines that a refund request is valid, the refundable amount, after deducting any applicable Cancellation Fee, will be credited:
To the User’s original payment method (bank account, card, or wallet), or
To the Authorized Channel that facilitated the booking on behalf of the User.
If the booking was made through an Authorized Channel, the refund (if any) will be processed through that channel. It will be the sole responsibility of the Authorized Channel to disburse the refund to the User.
The User expressly waives and releases Rakaab from any claim, loss, or damage arising from the Authorized Channel’s failure to issue or delay in issuing such refunds.
If an excess charge or unauthorized deduction occurs due to the Payment Facilitator or the bank—for example, technical errors or unauthorized transactions—the User acknowledges that such claims are to be resolved directly between the User, the Payment Facilitator, and the bank.
However, the User must still:
Contact Rakaab customer support at [email protected], explaining the situation, and
Allow Rakaab to forward the refund request to the respective Payment Facilitator or bank on their behalf.
Rakaab will make reasonable efforts to coordinate and communicate such refund requests promptly.
Rakaab shall not be responsible for any delays, non-acceptance, or failure in processing refunds caused by third parties such as banks, payment gateways, or facilitators. The responsibility for completing such refund transactions lies solely with those third parties.