REDMAYA TRAVEL'S
POLICY
Payment and Refund Policy
1. Payment Rules:
1.1 Accepted Payment Methods:
Bank transfers to the bank account of the individual entrepreneur "Redmaya" at Kaspi Bank.
1.2 The tourist is obligated to remit an advance payment amounting to 20% of the total tour cost within 5 days of receiving confirmation of the booking for tourist services. This advance payment must be made no later than the tour start date.
1.3 After the advance payment is made and confirmed, the tour is considered booked.
1.4 The remaining 80% of the total tour cost must be paid no later than the start of the tour, by credit card (KZT) or cash (USD, EUR, KZT).
* According to Article 685 of the Civil Code of the Republic of Kazakhstan.

2. Pricing:
All prices listed on our website are in Kazakhstani Tenge and include all applicable taxes and fees, unless otherwise provided by law.

3. Booking Cancellation:
In the event of cancellation, the client is required to notify the tour agent via message or call and obtain confirmation of the cancellation.

4. Refund in case of tour cancellation by the tour agent.
4.1 In case the tour did not take place for reasons beyond the tourist's control (e.g., due to tour cancellation by the organizer), the full amount of the advance payment is refunded to the tourist within 5 working days after receiving notice of the cancellation.
4.2 Refund policy:
Refund requests are considered only in the following cases:

4.3 Cancellation by the tourism company:
In the event of tour cancellation due to unforeseen circumstances, the tour agent will offer you the choice between a full refund or rescheduling the tour to an alternative date.

4.4 Cancellation by the Client:
In the case of a valid reason for a refund, the client must inform the tour agent by message/call.

Refunds for booking cancellations will be processed as follows:
In the event of cancellation occurring more than 5 days prior to the scheduled departure date of the tour, the following options are available:
  1. The payment may be refunded in the form of a voucher, which will permit the rescheduling of the tour to alternative dates.
  2. The payment may be returned, subject to a deduction of 10% of the total tour cost.
If cancellation occurs less than 5 days prior to the tour departure date, the deposit shall be non-refundable.

4.5 Partial Participation:
In case of joining the tour by the client (tourist) later or leaving it earlier for any reason, there will be no refund for the unused part of the tour.
* In accordance with paragraph 2 of Article 686 of the Civil Code of the Republic of Kazakhstan.

4.6 Exceptions to Refund Rules:
Refunds from companies/services provided by other entities are processed according to the rules of the respective entities.

5. Force Majeure:
5.1 If proper performance becomes impossible due to force majeure, i.e., extraordinary and unavoidable circumstances under the given conditions (natural disasters, military actions, states of emergency, etc.), the travel agency is not responsible.
5.2 In cases mentioned in paragraph 5.1, no refund is provided.
* According to paragraph 2 of Article 359 of the Civil Code of the Republic of Kazakhstan.

6. Contact Information for Refund Requests:

To request a refund or inquire about the status of a refund, please contact our customer support at redmaya.travel@gmail.com or by phone: +7 705 176 1726.
* Civil Code of the Republic of Kazakhstan - adopted on July 1, 1999, No. 409.
© 2019-2024 IE "Redmaya"
130000, c. Aktau, 2nd Microdistrict, 47B Building, BC Sunkar, 1st Floor, Office 112