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Booking Policy

FLIGHTS

Booking Policy:

The total Al Masraf Rewards points displayed includes air fare and applicable taxes. It excludes applicable airport taxes, baggage and other charges which may be payable by the airline or at certain airports. Some airlines and fare rules do not include baggage as part of the booked fares. Also, rules vary from time to time without prior notice. It is advisable to contact the airline directly or visit the airline’s website to learn more about baggage limits.

You are required to pay the entire points prior to the confirmation of your booking.

There will be no refund for 'no-shows' or any partially unused flights.

For any information regarding your Frequent Flyer miles, please contact the airline directly.

Kindly ensure that you have the valid visa, immigration clearance and passport with a validity of at least 6 months.

To avail of infant fares, an infant must be under 24 months throughout the entire itinerary you are booking. This includes both onward and return journeys. In the event the infant is 24 months or above on the return journey, you will need to make a separate booking using child fare.

Infants must be accompanied by an adult at least 18 years of age. All bookings for flights are powered by Gift Management DMCC. However, Gift Management DMCC is not responsible for any schedule change by the airline after issuance of the ticket but will inform you of the same if informed by the airline. It is advisable to reconfirm your flight timings 24 hours prior to your flight departure.

Al Masraf Rewards and Gift Management DMCC reserve the right to alter any and all fees from time to time, without any prior notice.

Check-in:

The passenger needs to check-in at least 3 hours prior to departure for all international flights, and 2 hours prior to departure for all Domestic flights. However, we would always recommend you call the respective airline to understand their check-in policy timings.

As per airline rules, the standard check-in time begins 3 hours prior to departure.

Infants must have valid proof of age documents showing that the infant is less than 24 months old. You need to carry appropriate travel permissions (valid passport, visa, immigration clearance etc.) acquired before departure. Al Masraf Rewards or Gift Management DMCC is not responsible for lack of documents produced during check-in.

Amendments:

Al Masraf Rewards can assist you with amendments to most bookings. For any amendments or queries you may call Al Masraf Rewards’ 24-hour Customer Support number on (Bank’s call center number) atleast 48 hours before the flight departure timing. In some cases, though, you will need to contact the airline directly.

Every booking made on Al Masraf Rewards is subject to amendment charges levied by the airline, which may vary by flight and booking class.

If you amend your booking, you will be charged the difference in fare, if any, and applicable when the amendment is made. However, if the new fare is lower than the original fare, the difference in the fare amount will not be refunded. The rebooking charges as applicable will be collected and charged to your Al Masraf Rewards loyalty account in equivalent points.

In addition to the airline's amendment charges, Al Masraf Rewards charges an amendment handling fee of USD 50 equivalent points per passenger. We will collect these charges from you when we make the changes to your travel plans. We will also collect the difference in fare, if any is applicable when the amendment is made.

Depending on the airline policy, some booked fares may not be amended.

Cancellation and Refund Policy:

For bookings made through Al Masraf Rewards, no cancelations are allowed Hence no reward points will be refunded back into your account. For any reasons not initiated by you, i.e. flights being grounded/cancelled/or any other unforeseen circumstances wherein you are denied travel, applicable reward points will be refunded back into your account within 90 working days. This again would be as per the discretion of Al Masraf Rewards.

Every booking made on Al Masraf Rewards is subject to cancellation charges levied by the airline, which may vary by flight and booking class.

Some booked fares may be non-refundable as per the specific airline's policy. Partially utilized tickets as well in most cases, are non-refundable.

There would be a handling fee of (Amount in USD) levied per passenger per ticket for any cancelations, if there is any refund initiated by Al Masraf Rewards or Gift Management DMCC as an exception.

Only cancellation requests made online or telephonic through our customer support shall be entertained. Al Masraf Rewards or Gift Management DMCC shall not be liable to entertain any cancellation requests made through any other medium including but not limited to SMS and e-mail.

HOTEL

Booking Policy:

The standard check-in time is after 14:00 hours (local time) and check-out time is 12 noon. This could vary according to season and/or city. Please check with the hotel for exact time and details.

An early check-in or a late check-out facility depends completely on the hotel’s room availability on that particular date. Al Masraf Rewards/ cannot guarantee anything in this regard. Please check with the hotel for further details.

Not all hotels include complimentary breakfast. Al Masraf Rewards do not take responsibility in case the hotel refuses to offer complimentary breakfast or meals.

As a general policy, a single room can accommodate a maximum of 2 adults and/or 2 adults and 2 children, but individual hotel policy will determine the final rules.

Reconfirmation:

There is no need to reconfirm the hotel booking, once done. However if you wish to do so, you may call (Bank’s call center number). or email support@giift.com. Please do not call the hotel directly to confirm.

Amendments:

Once a hotel booking is placed through Al Masraf Rewards, no change/amendment in the respective hotel booking dates is allowed. If you wish to change your check-in and check-out dates, a completely new hotel booking would have to be made. There will be no refund of points granted on the original booking.

Please do not call the hotel directly for reservation changes or cancellations, as the same would not be considered.

Cancellation Policy:

For bookings made through Al Masraf Rewards, no cancelations are allowed. Hence no points will be refunded back into your account. For any reasons not initiated by you i.e. hotels sold out and/or any other unforeseen circumstances wherein you are denied stay, applicable points will be refunded back into your account. This again is as per the discretion Al Masraf Rewards or Gift Management DMCC.

Shop

Booking Policy:

Your reward merchandise will be delivered within 4-5 working weeks (subject to availability of stock).

Al Masraf Rewards Shop products are delivered only within (Region/State).

Once an order is placed it cannot be returned, exchanged, or upgraded.

Cancellation Policy:

Once the order is placed, cancellation is not permitted. Hence, no reward points will be refunded for the same.

Damage Replacements:

In case the product is received in a damaged condition, please inform us within 24 hours of receiving the same. The damaged product will be replaced solely as per the terms of the company / service, although no points will be refunded to you. In the event we do not receive your request within 24 hours, no product replacement will be initiated. There will be no refund of reward points.

INCORRECT PRODUCT:

At times when you receive a product different from what you requested, please intimate (Bank’s call center number) within 24 hours of receiving the same. The product will be replaced with your requested product although po points will be refunded to You. In the event we do not receive your request within 24 Hours, no product replacement will be initiated. There will be no refund of reward points.

Refunds:

There are times when a product request is made by you but fails to reach you due shortage of product stock. In such cases, your reward points will be refunded within 3 months.

E- Gift Cards

Booking Policy:

Gift Voucher details will be emailed within 24 hours on your registered email address (subject to availability of stock). More details can be found on that email.

If you don’t receive an email, you can contact (Bank’s call center number) or email us at support@giift.com mentioning the details and your membership ID.

Al Masraf Rewards will not be responsible if a Gift Voucher is lost, stolen, damaged or destroyed and no replacement or refund of Union Rewards points will be provided in any circumstance.

Gift vouchers have an expiry date and the receiver has to utilize the vouchers within the expiry date. No extension of the expiry date will be allowed.

Gift Voucher can only be used once to make a purchase. Any unused amount at the time of making the purchase will be forfeited. In case the transaction amount is more than the value contained in the Gift Voucher, the balance amount can be paid through other payment methods.

Gift Voucher does not accept cashbacks, refunds or returns.

The merchant retains the right to reject any voucher that has been tampered with or found in any way unacceptable.

Exchange Policy:

Once the order is placed, exchange is not permitted.

Cancellation Policy:

Once the order is placed, cancellation is not permitted. Hence, no reward points will be refunded for the same