Refund & Cancellation Policy

1. Key things to know before you book

• You are buying a mystery trip, not a named destination. Your personal dislike of a properly selected destination, after you knowingly purchased a Mystery Trip, is not by itself a defect in the service and does not create a right to cancel or obtain a refund. This does not limit any mandatory right arising from our failure to provide the agreed service level or from applicable law.
• Refunds depend on suppliers. The cancellation and refundability of each travel component (flights, accommodation, activities and so on) are determined by the relevant supplier's policy and the fare or rate booked. Some tickets, rooms, activities and fees may be partly or wholly non-refundable from the moment they are booked.
• A refund is not guaranteed simply because it is requested. We will use reasonable efforts to obtain any refund or credit available under supplier terms and will provide available supporting details.

2. How to cancel

2.1 Only the Lead Customer may cancel the whole booking.

2.2 A cancellation request must be sent in writing to our customer service email or WhatsApp number. Cancellation takes effect when we receive the written request during Saudi business hours.

3. How your refund is calculated

3.1 For a Customer-initiated cancellation, the refundable amount is the amount actually recovered from suppliers, less any supplier cancellation charge, non-refundable payment-provider charge, foreign-exchange loss and any unpaid amount due under the Terms.

3.2 The Company Service and Planning Fee is non-refundable after the Booking Confirmation is issued, because the planning and reservation service begins immediately. As a default, this fee equals 10% of the Total Trip Price, with a minimum of SAR 350 per booking, and is the agreed percentage retained if a Customer refund is otherwise available.

3.3 Any travel credit issued instead of a cash refund is subject to the issuing supplier's expiry, name and use restrictions.

4. Deposits and late payment

4.1 Unless stated otherwise at booking, the initial deposit is 30% of the Total Trip Price or SAR 1,000 per booking, whichever is greater. The actual deposit may be higher where suppliers require immediate non-refundable payment. Bookings made close to departure may require full payment.

4.2 If the balance is paid late, we may pause work, release reservations or cancel the booking after reasonable notice. Any supplier loss, non-refundable amount and the earned Company Service and Planning Fee may be retained, subject to applicable law.

5. Refund timings

5.1 We will acknowledge a cancellation request within 2 Saudi business days.

5.2 We will provide an initial refund estimate within 5 Saudi business days where supplier information is available.

5.3 We will send any net refund to the original payment method within 7 Saudi business days after the relevant supplier funds are received by us, unless a shorter mandatory period applies.

6. Changes you request

6.1 If you ask to change dates, names, departure point, traveller numbers, baggage or another component, you must pay all supplier change or cancellation charges, any increase in fare or rate, and the following Company amendment fee: SAR 150 per affected traveller when the request is received more than 30 days before departure; SAR 300 per affected traveller when received 30 days or less before departure.

6.2 A name substitution or date change may be treated by a supplier as cancellation and rebooking. We cannot guarantee that a change will be possible. If a requested change cannot be made, you may keep the original booking or cancel under this policy.

7. If we change or cancel your trip

7.1 For a material change to the travel dates, trip duration, departure point, service level or another essential feature, we will notify you as soon as reasonably possible and offer you the choice to accept the change, accept a reasonably equivalent alternative, or cancel and receive the refund required by applicable law.

7.2 If we cannot provide the service agreed at booking, we will offer an equivalent alternative without additional cost or refund the amounts paid without deduction, as required by applicable Saudi tourism rules. This does not prevent us from passing through a supplier refund or compensation that is specifically due to you.

7.3 If a supplier cancels one component, we may replace it with a comparable component. A supplier cancellation does not automatically cancel the entire Mystery Trip where the trip can still be reasonably performed to the agreed standard.

8. Pricing errors

8.1 We may correct an obvious pricing or technical error before supplier reservations are made. You may then accept the corrected price or receive a full refund of amounts paid.

8.2 A later reduction in a supplier's price does not create a right to a refund, and a later increase will not be charged to you unless you request a change or your booking terms expressly permit an adjustment.

9. Force majeure

9.1 Where an exceptional event beyond reasonable control (such as severe weather, natural disaster, epidemic or pandemic measures, war, terrorism, civil unrest, government restriction, border or airspace closure, strike or major transport disruption) affects the trip, we may change, suspend or cancel affected services and will apply the directions of the competent authorities and the rights available under applicable law and supplier terms. We will provide reasonable information and assistance but are not responsible for costs that the law or a supplier does not require us to bear.

10. No refund for conduct-related termination

10.1 A supplier may refuse or end a service where behaviour reasonably creates a safety risk, harassment, serious disturbance, unlawful conduct or property damage. No refund is due for an unused service terminated for such conduct, and you must pay resulting expenses.

10.2 A missed segment or no-show may cause later segments to be cancelled by the supplier. Any replacement travel, accommodation or other cost is your responsibility unless the missed service was directly caused by our proven breach.

11. Your legal rights

11.1 The deductions described in Clauses 3.1 and 3.2 do not apply where we are required by applicable law to provide an equivalent alternative at no extra cost or to issue a full refund without deduction, including where the agreed service cannot be provided due to our own failure and no accepted alternative is supplied.

11.2 Nothing in this policy prevents you from contacting the competent Saudi authority or pursuing a statutory remedy. The Ministry of Tourism call centre is 930.

12. Questions and complaints

Customer support: support@gosidequest.ai | Working hours: Sunday–Thursday, 9:00–17:00 AST.

We will acknowledge a formal complaint within 2 Saudi business days and aim to provide a substantive response within 10 Saudi business days. A complex complaint involving suppliers may require longer; we will provide an update and available evidence.