Refund Policy
Wed 22 Jul
General principle
Refund eligibility for a flight ticket is determined by the fare conditions of the specific ticket you purchased, not by Janah. Some fares are fully non-refundable, while others allow a refund subject to a cancellation penalty charged by the airline. Fare conditions are shown before you complete payment and in your booking confirmation.
What is refunded
Where a fare is refundable, the airline refund amount covers the airfare and taxes actually paid to the airline, minus any cancellation penalty set by the airline's fare rules.
Janah's service fee, charged for the work of searching, booking, and supporting your reservation, is not refundable, because that service has already been provided regardless of whether you later cancel the flight.
How to request a refund or cancellation
To request a cancellation or refund, contact our support team at [email protected] or +966 51 132 9525 with your booking reference. We will check the fare conditions with the airline and let you know the refund amount, if any, before proceeding.
How refunds are paid
Approved refunds are paid back to you by direct bank transfer to the account used to pay for the booking, or another account you confirm with us, rather than through the original payment method, since airlines settle cancellations with Janah rather than directly with your card or wallet provider.
Processing time
Refund processing time depends on how quickly the airline confirms and settles the cancellation, and can range from a few business days to several weeks depending on the airline. We will keep you updated on the status of your request.
Involuntary changes
If your flight is cancelled or significantly changed by the airline itself, we will help you claim any refund or rebooking you are entitled to under the airline's own policy, and our service fee is refunded in that case since Janah was unable to deliver the booked flight.
Contact us
Questions about a specific booking's refund eligibility can be sent to [email protected] or +966 51 132 9525.