REFUND & CANCELLATION POLICY

Effective Date: June 7, 2025
Last Updated: June 7, 2025

At Mazala Travel, we understand that plans can change. This Refund & Cancellation Policy outlines your rights and our obligations when a confirmed travel service is canceled by you, by us, or as a result of unforeseen circumstances.

Mazala Travel is operated by Digital Consulting Service LLC, a Mongolian-registered company. All invoicing and payment processing is conducted through Mazala Limited, a private limited company incorporated in Hong Kong.

By confirming a booking, you acknowledge that you have read, understood, and agree to the terms below.

1. CUSTOMER-INITIATED CANCELLATIONS

If you need to cancel your booking, you must notify us in writing via email at booking@localhost:10004. The following refund terms apply:

REFUND SCHEDULE:

SPECIAL NOTES:

• Any non-refundable third-party fees (e.g., prepaid hotels, permits, transportation) are deducted from the refundable amount.
• All refunds are processed back to the original method of payment within 21 business days, subject to transaction processing timelines.

2. CANCELLATION BY MAZALA TRAVEL

We reserve the right to cancel a tour or travel service due to:

• Force majeure events (e.g., natural disasters, border closures, pandemics)
• Insufficient group size (if applicable)
• Safety, health, or logistical issues
• Third-party cancellations (e.g., guides, accommodations)

CUSTOMER OPTIONS:

• Full refund of the booking amount
• Or credit transfer to a future booking within 12 months
• Or rescheduling at no additional cost (subject to availability)

Mazala Travel is not responsible for additional costs such as flights, visas, insurance, or personal losses due to cancellation.

3. PARTIAL REFUNDS & UNUSED SERVICES

No refunds are provided for:

• Unused portions of a tour or service once the trip has commenced
• Voluntary withdrawal or early departure
• Missed services due to late arrivals or travel disruptions not caused by Mazala Travel

4. CUSTOM & PRIVATE TOURS

Custom itineraries and private tours are subject to separate cancellation terms, which will be disclosed during quotation or confirmation. In general:

• A non-refundable deposit (10–30%) may apply
• Specific supplier terms override this policy

5. VISA REJECTIONS OR TRAVEL BANS

If your cancellation is due to:

• A denied visa
• Government-imposed travel bans (Taiwan, Mongolia, etc.)
• Health-related entry restrictions

We will assess the situation on a case-by-case basis and may offer partial refunds or credit vouchers, depending on the timing and supplier conditions.

6. PAYMENT DISPUTES & CHARGEBACKS

We encourage direct communication to resolve refund issues. Unauthorized chargebacks filed through your credit card provider may delay resolution and may be subject to dispute fees.

7. AMENDMENTS INSTEAD OF CANCELLATION

Where feasible, we may offer the option to:

• Change the dates of your trip
• Assign the booking to another traveler (with required consent forms)
• Convert to a travel credit for future use

Please contact us at booking@mazala-travel.com to request alternatives.

8. GROUP BOOKING POLICIES

For group bookings (5+ persons), cancellation fees and deposit policies may vary and will be stated clearly in your group quotation. Partial group cancellations may result in price recalculations for remaining participants.

9. HOW TO REQUEST A REFUND

To request a refund, please email:

📧 booking@mazala-travel.com

Include:

• Full name
• Booking reference number
• Reason for cancellation
• Preferred resolution (refund, credit, reschedule)

10. GOVERNING JURISDICTION

This policy is governed by:

• Mongolian law for service-related matters
• Hong Kong law for financial and invoicing matters

11. CONTACT US

Mazala Travel

Operated by Digital Consulting Service LLC
📍 Ulaanbaatar, Mongolia
📧 Email: hello@mazala-travel.com