Refund policy

We arrange flights, hotel stays and UAE tourist visas that are supplied by airlines, hotels and the UAE authorities. Whether a booking can be cancelled, and whether any amount can be refunded, depends on the rules of that supplier for the fare, room rate or application you booked. This page summarises those rules; the full conditions are in our terms and conditions.

• Changes, cancellations and refunds follow the fare rules of the airline that issued the ticket, including any fees or non-refundable amounts it sets.
• Some fares cannot be refunded at all. The airline’s fare rules for your ticket decide this.

• Changes and cancellations follow the cancellation policy of the hotel and room rate you booked, including any charges it applies.
• Charges collected directly by the hotel are handled by the hotel under its own policy.

• Visa fees are non-refundable once the application has been submitted to the UAE authorities, including when the application is rejected.
• Whether a visa is issued is decided solely by the competent UAE authorities.

A booking that still shows as pending payment has not been charged, so there is nothing to refund. If you no longer need it, let us know so we can release it.

To request a cancellation, send your booking reference to bookings@flynow.ae (hotel@flynow.ae for hotel stays, visa@flynow.ae for visa applications) or message us on WhatsApp. We will check the supplier’s rules for your booking and tell you what can be refunded before anything is cancelled.

For questions about a payment or the progress of a refund, email payments@flynow.ae with the same reference.

Refunds of online card payments are made to the card used for the payment.

For any question about a refund or a payment: