Refund & Cancellation Policy
Last updated: October 2026
1. Our Role
Yalla Syria operates as a technology platform that connects guests with local businesses (hotels, tour operators, car rentals, and medical providers) in Syria. While Yalla Syria (operated by Yalla Entertainment FZE, UAE) facilitates the booking and may collect payment on behalf of the business, the actual service is provided by the business.
2. Cancellation by the Guest
Cancellation policies are set by each individual business. The specific cancellation window and refund percentage will be clearly displayed on the booking checkout page before you pay.
- Standard Policy: Unless stated otherwise, cancellations made more than 48 hours before the check-in or start date are eligible for a full refund (minus any non-refundable transaction fees).
- Late Cancellations: Cancellations made within 48 hours of the start date may be subject to a 1-night charge or a 50% cancellation fee, at the business's discretion.
- No-Shows: Failure to arrive without prior notice will result in a 100% charge with no refund.
3. Cancellation by the Business
If a business cancels your confirmed booking for any reason (e.g., overbooking, maintenance issues), you are entitled to a 100% refund of the amount paid. Yalla Syria will assist you in finding an alternative property or experience, but the refund will be processed immediately upon confirmation of the cancellation.
4. How Refunds Are Processed
Because Yalla Syria currently processes payments via manual bank transfers and direct arrangements, refunds will be handled as follows:
- Once a cancellation is approved, Yalla Syria will instruct the business to release the funds.
- Refunds will be processed back to the original payment method (bank transfer) within 7 to 14 business days.
- Any currency exchange fluctuations between the time of payment and the time of refund are the responsibility of the guest.
- Yalla Syria does not charge a cancellation fee; however, the business's policy and any third-party bank fees will apply.
5. Changes to Bookings
Date changes are subject to availability and the approval of the business. Requests to change dates must be made at least 72 hours before the original check-in date. If the new dates are more expensive, you will be required to pay the difference.
6. Disputes
If you believe you are entitled to a refund that the business is refusing to authorize, please contact our support team at support@yalla-syria.com. We will mediate the dispute. Our decision, based on the evidence provided (emails, photos, booking records), is final.