Cancellation & Refund Policy
Version 1.1 — Last updated: 17 August 2026
1. General Principle
1.1 Cancellation and refund eligibility for any Booking depends on the specific policy set by the Supplier for that service, which is shown to you before you complete payment. By completing a Booking, you accept the applicable Supplier's cancellation terms in addition to Ratbli's Terms & Conditions.
1.2 Ratbli acts as an intermediary in processing cancellations and refunds on the Supplier's behalf, but the refund amount and eligibility are determined by the Supplier's policy, not by Ratbli.
2. Hotel Bookings
Hotel Bookings generally fall into one of three categories, clearly labeled at the time of Booking:
- Free Cancellation — full refund if cancelled before the deadline shown.
- Partially Refundable — a cancellation fee applies after a specified deadline, set by the property.
- Non-Refundable — no refund is available regardless of the reason for cancellation.
3. Private Jets, Helicopters & Yachts
3.1 Cancellation terms for private jet, helicopter, and yacht Bookings are set individually by the operator and will be displayed in full before payment. These Bookings often carry stricter cancellation terms than hotel Bookings, including non-refundable deposits.
3.2 Ratbli strongly recommends Users review these terms carefully before confirming, given the higher value and reduced flexibility typical of this category.
4. Restaurant Reservations
4.1 Most restaurant reservations can be cancelled free of charge up to a deadline set by the restaurant (commonly 2–24 hours before the reservation time). Some premium or set-menu reservations may require a deposit that is forfeited on late cancellation or no-show.
5. Car Rentals
5.1 Cancellation terms are set by the rental agency and shown at Booking. Standard rentals are typically fully refundable if cancelled at least 24–48 hours in advance; premium or long-term rentals may carry stricter terms.
6. Airline Tickets & Fastrack Services
6.1 Airline ticket cancellations and changes are governed entirely by the operating airline's fare rules, which are shown before purchase. Many discounted fares are non-refundable or carry change fees. Fastrack airport services are generally non-refundable once confirmed, given limited availability.
7. Ratbli Service Fees
7.1 Any Ratbli service fee applied at Booking (including the SAR 500 Cash on Delivery fee, where applicable) is non-refundable once the Booking is confirmed, except where required by applicable Saudi consumer protection law.
8. Refund Processing
8.1 Approved refunds are returned to the original payment method. Processing times vary by payment method and Supplier, and can take up to 14 business days to appear on your statement.
8.2 For Bookings paid via Buy Now, Pay Later installments, refunds are processed in accordance with the relevant payment partner's own refund procedures, which may affect your remaining installment schedule.
9. Extenuating Circumstances
9.1 Where a Booking is affected by circumstances beyond your control — including but not limited to natural disasters, war, government travel restrictions, or serious illness — Ratbli will work with the relevant Supplier to seek a full or partial refund, but cannot guarantee an outcome more favorable than the Supplier is willing to offer.
10. How to Request a Cancellation
Cancellations can be requested directly within the Ratbli app under “My Bookings,” or by contacting info@ratbli.io with your Booking reference. We recommend requesting cancellations as early as possible, as refund eligibility is often time-sensitive.
11. Disputed Charges
11.1 If you believe you have been charged in error, please contact Ratbli support before initiating a chargeback with your bank or card issuer. Unresolved disputes may be escalated in accordance with the Governing Law & Dispute Resolution clause of Ratbli's Terms & Conditions.