Dear clients, we welcome you to our Terms and Conditions page. Please read the page carefully as it regulates the relationship between you and Mawakeb Travel and Tourism.
Mawakeb Travel and Tourism, located in Amman – Jordan which referred hereafter as the website. We apply the conditions outlined below when you book your accommodation or flight tickets or any other service that’s available on the website whether it’s one service or multiple services.
To use this website, you must be at least 18 years of age and you possess the legal authority to create a binding legal obligation. You must have full legal responsibility to enter this agreement and use this website according to the terms and conditions outlined in the list below. You also agree that you bear the full responsibility legally and financially when you use the website (as well as when your account is used by other parties including the minors in your household without limitations). You agree to supervising and bearing the full responsibility of all the users, including minors, of the website who use it under your name or account. You also assure and guarantee that all of the information provided by you or one of your family members whilst using the website are correct, accurate and complete. The company is obliged to protect the client’s account data on its part. Noting that the data supervision is entirely the client’s responsibility. This is also applied for any use of your account by you or anyone else Kindly note the website time uses AM/PM or the 24-hour clock according to your device time settings. Kindly note the website time uses AM/PM or the 24-hour clock according to your device time settings.
When you buy any service from the website, additional terms and conditions are added to the list of previous terms and conditions when your booking is confirmed and you’re hereby automatically entered in an agreement with the service that you choose. For example, all the services and cancellation policies that you agree to when you book, you are obligated to adhere to these rules and policies which are dictated by the chosen supplier. It should be known as well that in some cases where bookings may be rejected by the supplier within hours of the booking time, it’s possible to replace the service with a different service of the same nature, provided that the difference in price should be paid in case it existed or refunding the money in case of refusing the service.
You must make sure that all of the passengers’ names in the booking are correct and matches the spelling in the passport, and that each name is written in the designated field. In case the name was spelled incorrectly or & nbsp; different to how it’s written in the passport, the client is then obligated to pay additional fees to amend the name in the case that he requested the amendment. When you complete the payment process, a voucher will be issued documented with the website booking reference number and then the booking is considered valid and confirmed. Technical issues may occur sometimes resulting in the failed delivery of the voucher while deducting the booking amount, and here the client must get in contact with the call center before he tries to make another booking. In case that happened, the website isn’t responsible for the duplication of the bookings and the client bears the financial responsibility. In case of cancellation, the cancellation policies for this booking are applied. The website reserves the right to reject any booking. The company could also add fees on the bookings that are made through the call center. The website reserves the right to cancel any booking in the case that an incorrect price was displayed due to the fact that prices are always updated. This results in an unrealistic value for the reservation. The website also reserves the right to cancel any duplicated unpaid bookings except what the client has been notified of. For each cancellation the website charges 2% as administration fees, in addition to supplier cancellation fees. All cancellation requests will incur service fees from website in addition to the supplier penalty.
The website recommends that all clients should make sure that all the accompanying passengers have valid passports for at least six months and obtained the required entry or transit visas for their transit points or destinations, the required vaccinations and the required insurance documents to enter their destinations. The client should also note that some countries require filling a transit visa form or paying fees to cross or to fly over the skies of the countries in route. The website isn’t responsible for obtaining the visas for the client and the responsibility falls completely on the client’s side prior to the booking and the flight’s date. Usually obtaining a visa takes some time and thus, the client should apply for the visa before the traveling date with a sufficient period of time. Website recommends that all clients should confirm with the destination country’s embassy or consulate that they have a valid passport and obtained the required visas for their destination and transit points. The company won’t be held responsible if you or any of the accompanying passengers didn’t have a valid visa or passport or didn’t get the required vaccinations.
If the booking details weren’t correct, the website has the right to check the information and cancel the bookings made by the client. The company also reserves the right to take legal action to protect its rights and in this case, additional fees may befall the client to compensate for the financial losses which include legal fees, direct and indirect damages which are caused by booking cancellation or freezing the client’s bank account.
Price quotations and changes in prices are done dynamically; the website price quotes and fixed rates depend on the suppliers whether it’s a fixed or a changeable price. If the prices, offers, or rates differed from the advertised rates, the website notifies the clients of any modifications, and the client can either accept the new price or cancel the booking without any additional fees. Any promotions published don’t apply to bookings that have already been made. The website reserves the right to modify prices for the required service due to currency exchange rates and taxations or any other reason even if that change occurred after booking and paying. The website isn’t responsible in any way or form for any mistakes that might occur due to changes in exchange rates or taxes or increased demand from the supplier. Therefore, the offered prices may be suitable during the period of your search and book. These rates may change before the date of travel or after accommodation according to the implications of the supplier. Some services have the same price but with different policies. These policy changes may cause a change in their prices. All prices are subject to availability and can be withdrawn or changed without notice.
We recommend you to read all terms below and to make sure that it suits the package selected and agreed to its terms and conditions on the website during the booking, nevertheless the charter tickets are not refundable at all times or circumstances. Booking and cancellation terms and conditions listed below for the packages are considered the only authorized reference for dispute between the client and the package organizer.
In accordance with the instructions of the Jordanian Ministry of Tourism and Antiquities, in accordance with its resolution No. 2017/1, the insurance against emergency medical accidents and personal accidents is compulsory for passengers for the packages organized through the travel and tourism offices. The coverage is determined by the amount of JD 10,000 which you can purchase from the SuesCanal offices. If you have an insurance policy covering the above, please disclose it. The website assumes no responsibility for the customer’s failure to obtain such insurance.
The booking engine is limited to 8 rooms for the hotel bookings, 9 seats for the flight bookings or 4 rooms for the charter package bookings, and If you wish to book more than the limited numbers above, you need to contact our number 065814545 to get a special group rates when it is available.
What is displayed in our website is considered a description for the accommodation places, facilities and services provided by the hotel’s supplier, unless it was changed by the hotel. The information will be automatically updated by the hotel’s supplier, and the site will not be held responsible for the information or its updates. Hotels Category The hotel category information, such as (stars and services provided by the hotel) is information provided by the suppliers and the hotels. Some hotels are rated according to customer’s reviews. Kindly note that the suppliers describe accommodation and facilities and services provided by different terminologies, such as (using “deluxe room” and “double room” to describe rooms with two separate beds) The extra bed provided in triple rooms is usually foldable. If you were not sure of the description displayed on our website, please contact Mawakeb travel consultants who will answer your questions satisfactorily. Sometimes, some of the facilities mentioned in the description will be pulled due to different reasons such as the weather, maintenance or absence of demand. If the suppliers advised to make important edits on the description, we will notify the client as soon as possible. Some activities and facilities such as water sports may be unavailable during certain periods of the year and some facilities may require paying a fee for added services, such as: TV, safety boxes, umbrellas, Tennis courts, billiard tables, air conditioning and more. Some destinations are crowded in high seasons (even at other times) and the client should be prepared for the possibility of noise of some guest group. Kindly take that in consideration when you plan your trip. The duration of time from the accommodation place to the airport that’s mentioned in our website is approximate and could vary according to circumstances. It may take longer to reach your chosen accommodation.
Children and babies policy follow the supplier and hotel’s policies and there are some hotels that have its own policy regarding the matter where children’s accommodation costs are based on them sharing the parents’ room and bed while some hotels provide additional beds and cribs for children upon request and it needs prior confirmation from the hotel and others have restrictions on the number of beds that are allowed in a room. Additional fees may be incurred when requesting an extra bed for childrenwhich must be paid by the client directly to the hotel. The policy changes according to the children’s age which differs according to the hotel, the supplier, and the country. Check-in and check-out policy follows the supplier and the hotel’s policies noting that any requests that aren’t listed in the policy depend on the hotel’s availability such as early check-in, late check-out, adjacent rooms, higher-floors rooms, non-smoking rooms. All that is done directly through the hotel and the company doesn’t have the right to guarantee to perform those requests. City tax: some hotels might impose an additional tourism tax for some cities which can be paid to the hotel directly or to the government. This is due to the volatility of state tax policies.
The supplier may have to cancel your reservation due to the hotel overbooking, technical issues with the system, or being under the government’s control to be used for official delegations or Force Majeure events such as fires. In these cases, Mawakeb will do everything it can with coordination of hotel’s supplier to provide accommodation in a hotel in the same class and location, if it is possible, without additional charges.
Airlines carry passengers, carriage, and cargo internationally according to the internationals rules and regulations which were put in place by the regulating bodies. Cancellation and amending fees depend entirely on the carrier. Some airlines may impose class fees (economy, business and first class) each class differs in its cancellation policy and the fees resulting from the cancellation. Passengers on domestic flights in any country should be present in the airport prior to the departure of the plane with at least one hour and a half unless otherwise specified. Otherwise, the company is not responsible for any fees or charges incurred for not boarding the booked flight. In case the client wasn’t able to be present at the airport in the specified time, he has to contact Mawakeb customer service to confirm the flight status and to be informed of the consequences of not being present on the specific time according to the regulations of airlines. Please note that in case of baggage loss, the client should communicate with the airport management or the airline directly, as Mawakeb is not responsible for baggage loss. When you select your seat through Mawakeb, the company isn’t responsible for any modification made by the airline. We would also like to mention that providing accommodation for transit flights which lasts more than 6-8 hours differs from one airline to the other. The specific terms and conditions are outlined in the airline’s policy.
Modifying the flights timetable depends entirely on the terms and conditions outlined by the airline where cancellation of the trip or modifying the trip’s date is concerned. You will be notified in one of the methods of communications outlined in your booking, you’ll also be provided with alternative solutions provided by the carrier or the ability to refund your money in case the airline allowed it. In case the client didn’t see Mawakeb website notification, Mawakeb isn’t held responsible and the client doesn’t have the right to claim any reimbursements.
Early check-out: Some hotels might not agree to refund the rest of the amount for the unused nights due to high seasons or high demand. This policy also applies to no-shows; the hotel then decides the imposed fees and then the hotel cancels the booking and deducts a partial amount or the whole amount. Changing occupants’ names: some hotels don’t accept changing occupants’ names while others do 48 hours prior to the booking date (according to the hotel’s acceptance and rejection policy) and Mawakeb has no right to violate the hotel’s policy. Amendment policy: In case a booking should be amended, the supplier might request paying fees for amending the booking, the amount of fees differ according to the service. If the client asked to change the room (from single to double) or to change the check-in time and date or any other note, customer service should be contacted. also recommends that when the client extends his stay, a new bill should be issued. Cancellation policy: Cancellation policy is subject to the rules and restrictions applied by the supplier and it has separate fees imposed by the supplier. The client should cancel his booking from the website by logging in to his account and requesting to cancel the booking or by calling the call center. Room upgrade: The clients can upgrade the rooms they selected with Mawakeb and pay the difference in price before a certain period of time determined by the supplier/hotel. The ability to upgrade is subject to the hotel’s/the supplier’s availability and the company doesn’t guarantee that the upgrade will happen upon arriving in the hotel. In this case, payment should be made to the hotel directly. The client doesn’t have the right to claim a refund for non-refundable bookings unless he was under dire circumstances. The refund is subject to the supplier’s/hotel’s approval and according to the amount that they’re willing to give back. We would like to notify you that in case the website rejected the amendment or the cancellation, you should call the customer service on 065814545 to complete the procedure.
We would like to notify you that prices and services vary according to the flight class (first, business, economy) you can choose the preferred class from Mawakeb website In case there was a conflict between the carrier’s conditions and Mawakeb conditions, the carrier’s policy applies. Cancellation Policy Amendment and cancellation policies are subject to the terms and conditions of the carrier including partial and full refund. Name change: You can’t change or edit the name after the booking is confirmed, in case you wanted to change the name after the booking is confirmed, you have to make a new booking and If there were any differences in prices or cancelation feesthen the client should pay the difference in price and the fees. The ticket should not be used in a way other than the sequence of the ticket’s itinerary, and if that happened then the rest of the ticket is completely non-refundable. In case the tickets were misused, the client doesn’t have the right to claim a refund. Partial use of the ticket: If the client used one part of a two-way ticket and asked to refund the unused ticket, the refund is subject to the terms and conditions of the carrier.
When the client asks to refund his money, the company refunds the money after reviewing the supplier’s or the carrier’s terms and conditions noting that the refund method is based on the form of payment. If the payment was made by a credit card, the refund is made in 48 hours on business days and the money goes through the bank in 15 working days. Kindly note that the bank may delay the refunds in which Mawakeb holds no responsibility of any delay. If refund has not been processed within the above mentioned time, please contact customer care or send email to firstname.lastname@example.org for inquiries on refunds.
In the case that the booking was made through the website, the client can pay by (Visa, MasterCard, eFawateercom), also by bank transfer to one of our bank accounts if the booking was made through the call center or any payment method that would be available on the website later or by visiting one of our branches.
(Note that complaints are limited only to the services of mawakeb website and the reservations. The complaints are not related to the practices of the international lines or their faults, mistakes or their employees.) mawakeb always seeks the customers’ satisfaction and if the client had any complaint, mawakeb will spare no effort to solve it in a friendly way that satisfies the client and preserves the rights of both parties. The client must submit his complaint momentarily to the email email@example.com, contact the customer service or leave a message on the website, and Mawakeb will contact the client at once to solve the issue. The complaint must be submitted by the person who was wronged personally or an authorized agent, providing that the complaint should be attached with the booking reference number and supported by evidence and proof and all the data that concerns the complaint. Otherwise, the complaint will be disregarded. Mawakeb has the right to refuse handling a complaint if it wasn’t supported by proof, and claim financial reimbursement due to insulting the reputation of the company.