Legal Terms
Table of Content:
- Collect customer information
- Protecting private information
- Misuse or unauthorized use of personal information
- Change, cancel, no show, and refund
- Re-make reservations and upgrade requests
- Governing Law Policy and Dispute Resolution
Collect customer information
- Through dealing with Hekaya website, the customer’s private information is obtained and may be used in statistics operations and studying customer preferences to improve the different tourism services and forecasts of market requirements and customer preferences and to improve the travel experience through the Hekaya website.
- As sometimes, according to the nature of the service being imported or according to the supplier’s policies, suppliers are requested to share customer data or copies of identity documents for purposes related to providing the service and proving the customer’s identity.
Protecting private information
The Hekaya website ensures that every customer’s personal information is protected and that it will not be used or accessed without the customer’s consent.
Misuse or unauthorized use of personal information
- Hekaya website does not bear responsibility for misusing the customer’s personal information or any other procedures through external ebsites that have been linked or directed to the Hekaya website. The Hekaya website bears all the losses that may result from that after investigating it and verifying its issuance by the Hekaya team and the customer is compensated with what it is commensurate with the documented loss and the nature of the service purchased.
- Any violation of this policy may result in the cancellation of the purchase and confiscation of any money paid.
- We also advise customers to refer to the privacy policies of other external websites that they accessed before using the various websites.
- Change, cancellation, no-show, and upgrade policies
Change, cancel, no show, and refund
When the customer wants to change or cancel the reservation or promotion, it is advised to contact the customer care service as soon as possible on the number, then write to customerservice@hekaya.co.
Writing must be done via the registered email when requesting the service. A representative of Hekaya team will respond within 24 working hours to requests to change reservations or promotions and may take 48 working hours for cancelling requests and the customer may incur a service tax of 3% of the value of the cost of the change, in addition to the change or promotion fees depending on the provider providing the service.
The nature of the product and its cancellation and refund policy will be taken into consideration. Please refer to the terms and conditions of each purchase to avoid incurring any cancellation or no-show fees as necessary.
If the specified Hekaya service is refundable by the supplier, it will be processed and debited to the customer’s credit or debit card account within 24 days. The administrative fee for the website of Hekaya, which is 3% of the total purchase price, in addition to any amount stipulated in the terms and conditions of purchase shall be deducted from the refunded amount. Then the money is returned to the customer within 7 working days.
Re-make reservations and upgrade requests
For requests to re-make a reservation, change, cancel, or upgrade, please contact Hekaya team at the number or and write to us at customerservice@hekaya.co.
Writing must be done via the registered email when requesting the service. A representative of Hekaya team will respond within 24 working hours to requests to change reservations or promotions and may take 48 working hours for cancelling requests and the customer may incur a service tax of 3% of the value of the cost of the change, in addition to the change or promotion fees depending on the provider providing the service.
Governing Law Policy and Dispute Resolution
These terms and conditions are subject to the laws of the government of the Sultanate of Oman, which may be represented in the laws of the General Authority of Civil Aviation and the General Authority for Consumer Protection and the laws of the Ministry of Commerce and Industry and the Ministry of Tourism and others; any dispute not settled amicably between the parties is subject to the exclusive jurisdiction of the courts of the Sultanate.