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Refund & Cancellation Policy
Last updated — 15 September 2026
This policy sets out what happens if you cancel, if we cancel, and how refunds are handled.
01If you cancel
Cancellation charges depend on how long before departure you tell us, because we commit money to airlines, hotels and operators on your behalf well in advance.
[[CONFIRM THE CANCELLATION SCALE — for example: more than 45 days before departure, deposit forfeited; 45–30 days, 50% of the trip price; 29–15 days, 75%; fewer than 15 days, 100%. These figures are an ILLUSTRATION ONLY and must be replaced with Smart Holidays' real terms.]]
Cancellation takes effect on the day we receive your request in writing, by WhatsApp or email.
02Non-refundable elements
Some parts of a trip are non-refundable from the moment they are issued, regardless of when you cancel — typically airline tickets on restricted fares, visa fees already paid to a government, and insurance premiums.
We will always tell you which parts of your trip are non-refundable before you pay.
03If we cancel
A fixed-departure group trip needs a minimum number of travellers to run. If we cannot reach it, we will tell you at least [[MINIMUM NOTICE PERIOD, e.g. 21 days]] before departure and offer you either a full refund of everything you have paid us, or a transfer to another departure or trip of equivalent value.
If we cancel for any other reason within our control, you may choose a full refund or an alternative trip.
04Events outside anyone's control
If a trip cannot run because of events neither of us can control — for example airspace closure, natural disaster, epidemic, war or government travel bans — we will refund what we are able to recover from airlines, hotels and operators, less any costs already unavoidably incurred. We will show you what was recovered and what was not.
05How refunds are paid
Refunds are paid to the person who made the booking, by the same method used to pay, within [[REFUND PROCESSING TIME, e.g. 14 working days]] of us agreeing the amount. Under Kuwait's Consumer Protection Law No. 39 of 2014, where you are entitled to a refund you are entitled to it in cash rather than credit.
06Changes instead of cancellation
Where possible we would rather move your dates than cancel. Changes are subject to availability and to whatever the airline or hotel charges us, plus [[AMENDMENT FEE, if any]].
07Complaints
If something goes wrong, tell us straight away — on the trip if possible, so we can fix it there. If you are still unhappy afterwards, contact us on WhatsApp at +965 9903 5252 or email [[CONTACT EMAIL ADDRESS]] and we will respond within [[COMPLAINT RESPONSE TIME]].
You may also raise a complaint with the Consumer Protection Department of the Kuwaiti Ministry of Commerce and Industry.