Cancellation and Refund Policy

Last updated: August 2026

1. Introduction and Scope of Application

This policy governs the terms of cancellation for bookings made through the website halacham.com, as well as the conditions for refunding payments, between Hala Cham and the customer making the reservation or purchase through the site.

This policy applies to all services offered on the site, including hotel and serviced apartment bookings, activity and tour reservations, and any packages or offers published on the site pages.

Completing a booking or payment through the site constitutes the customer's acknowledgment of having read this policy and the published terms of the offer, and their full acceptance of it.

2. Definitions

The Site: The website halacham.com and its associated booking pages and forms.

The Customer: Any natural or legal person who books or purchases a service through the site, whether for themselves or for others.

The Service Provider: The hotel, tourist establishment, activity organizer, or entity that actually provides the service on the ground.

The Offer Page: The dedicated page on the site for each service or package, including its description, price, and published terms.

Service Start Date: The announced date and time of arrival in accommodation bookings, or the date and time of the activity in activity and tour bookings.

Administrative Fees: The amounts that correspond to the costs of processing the booking, transfer, and mediation, as indicated upon completing the booking.

3. Legal Framework

This policy is subject to the provisions of the applicable legislation in the Syrian Arab Republic, particularly:

• Legislative Decree No. 8 of 2021, which includes the Consumer Protection Law and its amendments, ensuring the consumer's right to receive the service according to its intended purpose, the right to know the price and all accurate information and data about the service provided to them, the right to freedom of choice, and the right to a refund without incurring any expenses in case of proven defect or non-compliance;
• The Syrian Civil Code regarding the provisions of contracts, their execution, termination, contractual liability, and force majeure;
• Law No. 12 of 2024 concerning the protection of personal data, regarding the processing of customer data necessary for processing cancellation and refund requests.

No paragraph of this policy shall be interpreted in a manner that waives or diminishes a right granted to the consumer under mandatory provisions of Syrian law.

4. Governing Principle: Priority of Terms Published on the Offer Page

Each offer page on the site includes its specific cancellation and refund terms, which are the applicable terms for that particular booking and are presented to the customer before completing the payment.

In case of a discrepancy between the terms on the offer page and the general rules stated in this policy, the terms on the offer page shall apply, provided they were clearly presented to the customer before completing the booking.

If the offer page lacks specific cancellation terms, or if they are unclear or open to multiple interpretations, the general rules stated in Section 5 below shall apply, and any ambiguity shall be interpreted in favor of the customer.

5. Cancellation by the Customer

5.1 General Rules for Accommodation Bookings

• Cancellation more than seven days before the service start date: Full refund of the amount paid after deducting the announced administrative fees.
• Cancellation less than seven days but more than forty-eight hours before the service start date: Half refund of the amount paid.
• Cancellation within forty-eight hours of the service start date or later: No refund is due.

5.2 General Rules for Activity, Tour, and Experience Bookings

• Cancellation more than seventy-two hours before the departure time: Full refund of the amount paid after deducting the announced administrative fees.
• Cancellation less than seventy-two hours but more than twenty-four hours before the departure time: Half refund of the amount paid.
• Cancellation within twenty-four hours of the departure time or later: No refund is due.

5.3 Non-Refundable Offers

The site may offer discounted prices on the condition of non-cancellation or non-refund. This condition shall only be valid if it is clearly stated on the offer page and in the booking summary before payment, and the customer has expressly acknowledged having read it.

Even in these offers, the customer retains their full right to a refund in the cases stipulated in Sections 7, 8, and 9 of this policy.

5.4 Calculation of Periods

The periods mentioned above are calculated according to local time in the Syrian Arab Republic, starting from the date and time we receive the cancellation request through one of the approved channels in Section 10, not from the date the customer sends the request via an unapproved channel.

6. Modifying the Booking Instead of Cancelling

The customer may request to modify the booking date or transfer it to another date instead of cancelling it, and the request will be considered based on availability with the service provider.

If the modification is accepted, the customer will bear any price difference if applicable, and no refund will be due if the new date's price is lower, unless otherwise stated.

Submitting a modification request does not, by itself, constitute a cancellation of the booking, and the original booking remains valid and in effect until the modification is confirmed in writing.

7. Cancellation by Us or the Service Provider

If the booked service cannot be provided for any reason attributable to us or the service provider, such as closure of the establishment, lack of availability, cancellation of the activity, or inability to execute it as announced, we will notify the customer as soon as possible and offer them one of the following options of their choice:

1. An equivalent alternative in level and value, at no additional cost;
2. Postponement of the booking to another date agreed upon by both parties;
3. Full refund of the amount paid, including administrative fees, without any deduction and without the customer incurring any expenses.

In this case, the customer cannot be obliged to accept an alternative or future credit instead of a cash refund.

8. Non-Compliance of the Service with the Published Description

If the customer finds a substantial difference between the service provided and what is published on the offer page, in terms of category, location, essential components, or duration of service, they must notify us immediately before leaving the service location or during its execution, so we can work on immediate resolution with the service provider.

If non-compliance is proven and not resolved, the customer is entitled to compensation proportional to the value of the unexecuted or non-compliant part, which may reach a full refund if the defect affects the essence of the service, without the customer incurring any expenses, in accordance with the consumer's right established in the applicable Consumer Protection Law.

Complaints regarding purely subjective matters, such as personal taste or general impression or weather conditions, do not, by themselves, constitute non-compliance warranting a refund.

9. Force Majeure and Exceptional Circumstances

If the execution of the service is prevented by a force majeure circumstance beyond the control of both parties that cannot be anticipated or avoided, such as road closures, border or airport closures, decisions by competent authorities, natural disasters, emergency security situations, or exceptional health measures, the execution of the contract will be suspended and neither party shall be considered in breach.

In this case, the customer will be offered to postpone the booking without modification fees, or a refund of the amounts paid after deducting any actual costs incurred that are proven to be non-refundable from the service provider, with the customer being provided with proof of this.

Force majeure does not include the customer's personal circumstances, such as changes in plans, inability to obtain a visa, or missing a travel date, and these cases will be treated according to the ordinary cancellation rules in Section 5.

10. Mechanism for Submitting a Cancellation or Refund Request

Requests must be submitted in writing via email to legal@halacham.com, or through the official communication channels published on the site.

No verbal cancellation requests or requests submitted through unofficial channels or directed directly to the service provider without notifying us will be considered.

The request must include: the customer's name as it appears in the booking, the booking number or date, the name of the service or offer, the reason for cancellation, and the payment method used.

We will confirm receipt of the request in writing, and the date and time of this receipt will be used as the basis for calculating the periods stipulated in this policy.

11. Processing Refunds and Timeframes

We will decide on the refund request within a period not exceeding seven working days from the date of receipt, provided it is complete with the required information, and we will notify the customer in writing of the outcome of the request and the amount due and how it was calculated.

Refunds will be processed within a period not exceeding fourteen working days from the date of approval, unless prevented by a reason beyond our control related to the banking entity or payment method, in which case we will keep the customer informed of the progress of the execution.

Refunds will be made in the same currency used for payment, and through the same payment method whenever technically possible. If this is not feasible, an alternative method will be agreed upon with the customer in writing.

12. Currency, Exchange Rate Differences, and Transfer Fees

We do not bear any exchange rate differences resulting from currency conversion between the date of payment and the date of refund, nor the fees deducted by banks, payment intermediaries, or transfer companies for the refund process.

The customer will be informed of the value of these fees, whenever known to us, before executing the refund.

13. No-Show, Late Arrival, and Early Departure

If the customer does not show up at the scheduled time without prior notice, the booking will be considered cancelled by them and no refund will be due.

If they are late for the start time of an activity or tour, the service provider is not obliged to delay the group, and no refund will be due for the missed part.

If the customer leaves the accommodation before the end of the booked duration for reasons attributable to them, no refund will be due for the unused nights, unless the terms of the offer page state otherwise.

14. Non-Refundable Fees

The administrative fees announced upon completing the booking are non-refundable in cases of cancellation initiated by the customer, as they correspond to a service that has actually been rendered, namely the processing and confirmation of the booking.

In cases of cancellation initiated by us or the service provider, or in cases of proven non-compliance, these fees will be fully refunded.

15. Errors in Prices and Published Information

We take reasonable care in the accuracy of prices and descriptions published on the site. If a clear material error in the price or a substantial statement is identified, we will notify the customer before executing the service and offer them to complete the booking at the correct price or cancel it with a full refund of what they paid without any deduction.

This shall not be considered a breach of contract on our part, nor will it result in any additional compensation.

16. Promotional Offers, Peak Seasons, and Group Bookings

Promotional offers and bookings during peak seasons, holidays, and group bookings may be subject to more restrictive cancellation terms, which will be published on the offer page itself and presented to the customer before payment.

In the absence of specific published terms, the general rules stated in Section 5 of this policy shall apply.

17. Assignment of Booking

The customer may, instead of cancelling, request to transfer the booking to another person who meets the service requirements, provided this is done a reasonable time before the service start date, and subject to the service provider's approval and providing us with the new beneficiary's details.

The original customer remains jointly responsible with the new beneficiary for any amounts due before the date of transfer.

18. Complaints and Dispute Resolution

Any objection to a decision related to cancellation or refund must be submitted in writing to legal@halacham.com, and we commit to studying it and responding in writing.

Both parties shall strive to resolve any dispute amicably within a reasonable time. If resolution is not possible, the competent Syrian courts shall have jurisdiction, while the consumer retains the right to resort to the relevant regulatory authorities in accordance with the applicable Consumer Protection Law.

19. Amendment of This Policy

We reserve the right to amend this policy in accordance with the development of our services or with applicable legislation, and the amended version will be published on this page with an updated last modified date.

The amendments shall apply only to new bookings and shall not retroactively affect a booking confirmed before the effective date of the amendment, which shall remain governed by the terms in effect at the time of its completion.

20. Contact

For any inquiries related to cancellation or refund or the application of this policy, please contact us via email at legal@halacham.com or through the official communication channels published on the site.