Refund & Cancellation Policy
This Refund & Cancellation Policy applies to all bookings made through Maestour Travels via https://www.maestour.com/. Please read it carefully before making a booking, as refund eligibility depends on the type of service, the third-party provider's terms, and how far in advance a cancellation is made.
By booking with us, you agree to this Policy.
Refund Process & Timeline
Submit a refund/cancellation request via email.
We forward the request to the relevant Provider(s) and confirm what they will refund
Once the Provider processes the refund to us, we process it to you
1. General Principles+
Refunds are governed both by our own terms below and by the cancellation/refund policies of the airline, hotel, tour operator, or other third-party service provider ("Provider") involved in your booking.
Where our terms and a Provider's terms differ, the stricter/more restrictive terms will generally apply, since we can only refund what the Provider actually returns to us.
We are an intermediary for third-party travel services. We are not liable for a Provider's refusal to issue a refund, but we will assist you in submitting and following up on refund requests.
2. Our Service Fee+
Maestour Travels charges a service/processing fee for handling bookings. This fee is non-refundable once a booking is confirmed, regardless of whether the underlying travel service is refunded by the Provider.
The service fee amount is disclosed at the time of booking, before payment.
3. Cancellations by the Customer+
| Time Before Departure/Service | Refund Eligibility |
|---|---|
| [90 days before] | [e.g., Full refund minus service fee] |
| [3-7 days before] | [e.g., Partial refund, % specified] |
| [Less than 3 days before] | [e.g., Non-refundable] |
Refund percentages/timelines above are illustrative — replace with your actual policy tiers.
Some fares, packages, or promotional bookings may be marked non-refundable at the time of purchase; this will be clearly indicated before you confirm payment.
Refund amount = amount actually refunded by the Provider, minus our service fee and any applicable payment gateway/transaction charges.
4. Cancellations or Changes by the Provider+
If an airline, hotel, or tour operator cancels, reschedules, or significantly changes your booking:
We will notify you as soon as we're informed
We will assist in processing whatever refund, rebooking, or credit the Provider offers
Any refund is subject to the Provider's own policy and timeline — we cannot guarantee amounts beyond what the Provider returns to us
5. Non-Refundable Items+
The following are generally non-refundable once processed, regardless of booking cancellation:
Visa processing fees
Travel insurance premiums
Our service/processing fee
Payment gateway or currency conversion charges
Promotional or heavily discounted fares explicitly marked non-refundable
6. Rescheduling / Date Changes+
Date changes are treated separately from cancellations and may carry their own change fee, set by the Provider and/or Maestour Travels.
Availability of new dates/fares is subject to the Provider at the time of the change request.
7. Force Majeure & Exceptional Circumstances+
In cases of natural disasters, pandemics, political unrest, government travel restrictions, or other events beyond reasonable control:
Refunds will depend entirely on the policies adopted by the relevant Provider (airline, hotel, etc.) for that event
We will make reasonable efforts to secure the best possible outcome (refund, credit, or rebooking) on your behalf, but cannot guarantee a specific result
8. Refund Process & Timeline+
Submit a refund/cancellation request via email.
We forward the request to the relevant Provider(s) and confirm what they will refund
Once the Provider processes the refund to us, we process it to you
Typical timelines:
Card payments: [3–7 business days]
Mobile financial services (bKash/Nagad/Rocket): [1–3 business days]
Bank transfer: [1–3 business days]
Actual timelines depend on the Provider and payment method, and may be longer during high-demand periods (e.g., holiday season).
9. Refund Method+
Refunds are issued to the original payment method used for the booking, wherever possible. If that isn't feasible (e.g., expired card, discontinued mobile wallet), we will coordinate an alternative method with you.
Any transaction fees or currency conversion losses incurred during the original payment or the refund are non-refundable and will be deducted where applicable.
10. How to Request a Refund or Cancellation+
Contact us with your booking reference number at:
Email: reservation@maestour.com
Phone:01896297501
Hours: 9.00Am- 10PM
Please include: booking reference, traveler name(s), reason for cancellation, and any supporting documents (e.g., medical certificate for emergency cancellations, if relevant to a Provider's exception policy).
11. Disputes+
If you believe a refund has been calculated or processed incorrectly, contact us within [days] of the refund decision. We will review the matter with the relevant Provider(s) and respond within [X business days].
12. Changes to This Policy+
We may update this Refund & Cancellation Policy from time to time to reflect changes in our services or Provider terms. The "Last Updated" date reflects the most recent revision. Bookings made before an update remain governed by the policy in effect at the time of booking, unless otherwise stated.
13. Contact Us+
Maestour Travels
Email: reservation@maestour.com ,
Phone
Phone: 01701769405, 01896297501.
Address
Address: Alamin Apon Heights,27/1/B,Flat-4B,Road-03,Shyamoli,Dhaka-1207,Bangladesh .