Cancellation, Amendment and Refund Policy
STORM Adventures Tourism Establishment is committed to ensuring a clear booking process and a high-quality customer experience. The cancellation, amendment and refund policy is as follows:
First: Cancellation by the Customer
1. Cancellation 5 days or more before the scheduled experience: the customer is entitled to a full refund of the paid amount, after deducting any bank charges or payment gateway fees, if applicable.
2. Cancellation from 48 hours to less than 5 days before the scheduled experience: 25% of the booking value will be deducted as operational and preparation costs. The remaining amount may be refunded or converted into credit for another booking, subject to availability.
3. Cancellation from 24 hours to less than 48 hours before the scheduled experience: 50% of the booking value will be deducted as operational and logistical costs. The remaining amount may be refunded or converted into credit for another booking, subject to availability.
4. Cancellation less than 24 hours before the scheduled experience or no-show: the customer is not entitled to any refund, as STORM will have already started the logistical and operational arrangements related to the booking, including site preparation, team allocation, transportation, catering, permits and suppliers.
Second: Booking Amendment
1. The customer may request to amend the booking date at least 48 hours before the scheduled experience. Amendment is subject to availability and operational feasibility.
2. STORM is not obligated to accept amendment requests submitted less than 48 hours before the scheduled experience.
3. If the amendment is accepted, the booking will be transferred to a new date within the same operating season, subject to prices and availability.
Third: Cancellation or Amendment by STORM
If STORM is required to cancel or amend the experience due to operational reasons, weather conditions, instructions from the relevant authorities, or any circumstance beyond its control, the customer may choose one of the following options:
1. A full refund of the paid amount.
2. Rescheduling the booking to another available date.
Fourth: How to Request Cancellation or Amendment
Cancellation or amendment requests must be submitted through STORM’s official communication channels. The customer must provide the booking holder’s name, booking number, experience date and registered mobile number.
Requests will be reviewed and answered within a maximum of 24 working hours from receiving the request.
Fifth: General Notes
1. Cancellation or amendment periods are calculated based on the date and time of the scheduled experience.
2. Refunds do not include any non-refundable bank charges, payment gateway fees or third-party fees, if applicable.
3. If the customer is late for the departure time or meeting point and this results in the inability to deliver the experience, the case will be treated as a no-show.
4. This policy shall not prejudice any statutory rights granted to the customer under the applicable laws and regulations in the Kingdom of Saudi Arabia.
The customer/participant acknowledges that they are aware of the nature of the tourism programs and activities provided by STORM Adventures Tourism Establishment, and that some activities may take place in outdoor, desert, mountain, or natural environments. Such activities may involve ordinary risks associated with their nature, including but not limited to weather changes, terrain conditions, dust, walking, climbing, descending, vehicle transportation, and participation in recreational or field activities.
The customer/participant acknowledges and agrees to the following:
1. The participant joins the activity voluntarily and after reviewing the description and nature of the experience.
2. The participant confirms that they are physically and medically fit to take part in the booked activity or program.
3. The participant is responsible for informing the organizing team before the start of the activity of any medical condition, injury, allergy, disability, or special circumstance that may affect their safety or participation.
4. The participant agrees to comply with all instructions issued by the organizing team, safety guidelines, site rules, and any applicable instructions issued by the relevant authorities.
5. If the participant fails to comply with the instructions, acts recklessly, violates applicable rules, or puts themselves or others at risk, the establishment has the right to prevent the participant from joining or to exclude them from the activity without refund, whenever such action is necessary to protect public safety.
6. The establishment shall not be held liable for any damage, injury, loss, or consequence resulting from the participant’s failure to follow instructions, provision of incorrect information, concealment of a medical condition, reckless behavior, violation of rules, or actions outside the scope of the agreed program.
7. The establishment is committed to applying reasonable safety measures and delivering the experience in accordance with the booking document and the applicable laws and regulations in the Kingdom of Saudi Arabia.
This acknowledgment shall not prejudice any statutory rights granted to the customer/participant under the applicable laws and regulations in the Kingdom of Saudi Arabia, nor shall it release the establishment from its legal responsibility in the event of proven direct negligence or violation on its part.