Introduction

The Imkan platform (IMKAN.TOURS) operates as a technical intermediary connecting customers with tourism service providers, including (hotels, transportation companies, tour organizers, airlines, and others). Therefore, all cancellation, modification, or refund requests are fundamentally subject to service provider policies, and the platform does not have an independent policy that differs from them. Completing any booking through the platform constitutes explicit customer consent to this policy.

First: Cancellation or Modification of Bookings

• Hotels and Accommodation: Cancellation or modification operations are subject to the relevant hotel's policy and may include fees (such as first night deduction or administrative fees).
• Tourism Programs and Tours: The program provider's policy applies; some bookings may not be refundable in case of late cancellation.
• Transportation and Car Services: Subject to the transportation company's terms; cancellation may be required 48 hours in advance or fees may be imposed for late cancellation.
• Flight Tickets: Fully subject to the airline's or authorized agent's terms, including ticket fees and restrictions.

Second: Cancellation by Service Provider

If the service is cancelled by the service provider for any reason, the customer is entitled to:

• A full refund of the amount paid, or acceptance of an alternative service equal in value (if available).

The platform does not bear any additional costs resulting from this cancellation beyond the booking value.

Third: Emergency Cases and Force Majeure

In exceptional circumstances such as: (natural disasters, pandemics, government decisions, strikes, force majeure) The service provider's cancellation policies apply, and the platform facilitates communication and follow-up without direct obligation for compensation.

Fourth: Mechanism for Submitting Refund Requests

Cancellation or refund requests must be submitted through one of the following channels:

• The customer's personal account on the platform
• Official email: contact@imkan.tours

The platform transfers the request to the service provider and follows up according to their approved policy.

Fifth: Financial Refund Mechanism

• The amount (if due) is refunded using the same original payment method or through an electronic wallet within the platform (as determined by the service provider).
• The refund process typically takes 7 to 21 business days according to bank and payment provider procedures.
• Bank fees, transfer fees, or any non-refundable amounts may be deducted according to the service provider's policy.

Sixth: No-Show

If the customer does not show up at the scheduled time without prior notice:

• The booking is considered fully executed.
• The customer is not entitled to claim any refund, unless the service provider's policy states otherwise.

Seventh: Platform Responsibility Limits

• The platform operates solely as a technical intermediary and does not bear direct responsibility for cancellation or refund decisions issued by service providers.
• The platform's role is limited to facilitating communication, documenting requests, and following up on procedures within its technical limits.
• The service provider bears full legal, financial, and operational responsibility related to cancellation or refund.

Eighth: Modifications

• The platform reserves the right to modify this policy at any time.
• Customers will be notified of substantial modifications via email or platform notification.
• Continued use of the platform after modifications take effect constitutes implicit consent to them.

Ninth: Contact

For inquiries or follow-up on cancellation and refund requests, you can contact us via:

• Email: support@imkan.tours
• Phone (Customer Support – CRM linked): +1 863 804 6526

All communications and correspondence are documented and processed through the platform's approved customer service system.