Exchange & Return Policy

Exchange & Return Policy – Traveler.sa

Store policies

Last updated: September 27, 2026 · Prepared by: the Traveler.sa team

This policy applies to all services provided by Traveler's Choices for Travel & Tourism Company (CR 4030534489). It should be read together with the Terms of Use & Privacy Policy, and forms part of it.

First

Refunds before work begins

Customers may recover the amounts paid if they request cancellation before work on the order begins, that is, before the travel document is prepared, printed, issued or submitted to any authority. The following are deducted from the amount:

  • Payment gateway fees.
  • Any costs the company has paid to third parties for the order.

Second

When refunds do not apply

Our services are carried out according to each customer's details, and work begins immediately after payment with the customer's consent. Therefore, in line with the exceptions set out in the E-Commerce Law, amounts are not refunded in the following cases:

1. After the form has been filled in, the appointment booked or the application submitted to the embassy or competent authority.

2. After the document, temporary reservation, translation, insurance policy or customs carnet has been issued.

3. After the eSIM activation code has been sent.

4. If the visa is refused or delayed, or its requirements or fees are changed by the competent authority. The decision to issue rests solely with the embassy or government authority.

5. If the order cannot be completed for a reason attributable to the customer, including:

  • Submitting incomplete or incorrect documents.
  • Missing the biometrics or interview appointment.
  • Not responding to requests for missing information within 14 days of their being sent.

6. If any document submitted by the customer turns out to be forged or incorrect.

Third

Replacement in case of an error on our side

1. Customers may have the travel document replaced that we issued for them within 7 days of the purchase date, if we made an error in processing the order.

2. In this case, Traveler's Choices covers:

  • The cost of the new issue.
  • Shipping costs, if any.

3. Replacement at no charge does not cover errors resulting from incorrect information or documents provided by the customer. These can be corrected through a new order at the usual fees.

4. If we are unable to deliver the service for a reason attributable solely to us, we refund the customer what they paid for the part not delivered.

Fourth

Refund method

  • Amounts due are refunded to the original payment method within the period set by regulations and the payment gateway.
  • For orders paid in installments, such as Tabby, refunds are processed according to the installment provider's procedures.

Fifth

Complaints and feedback

For any complaint or feedback, or to request a cancellation or replacement, please contact the Traveler Care Center and mention your order number:

Have a question about any clause?

Our team will explain the details before you order. Call or WhatsApp us on our unified number.

Call 920033359