Cancellation Policy
Last updated: 5 October 2026
1. Definitions
“Guest” means the person whose details were entered at checkout. “Booking” means a reservation for a specific hotel experience, date, time, and guest count as shown on the voucher.
2. How to cancel
Request cancellation from the linked booking details in My account, the secure voucher management link, or support using the channels below. Knowing a booking reference or matching its guest email does not grant management access. Do not share the secure management link.
3. Timely cancellation and full refund
Guests may cancel free of charge at least three full hours before the experience start time shown on the voucher, using Riyadh time. A request made within this window receives a full refund of the amount paid, including tax and after any applied discount.
4. After the cancellation window and no-shows
Once the three-hour cancellation window has passed, or if the guest does not arrive at the booked time, no refund is available. This applies to the full amount paid.
5. Refund timing
FUNDIQI submits the refund request to the payment processor when the cancellation is accepted. Funds typically appear within 5–10 business days, depending on the bank or card issuer, on the original payment method. FUNDIQI does not send refunds to a different payment method.
6. Cancellation by the hotel or inability to provide the experience
If the hotel cancels a confirmed booking or cannot provide the experience, FUNDIQI promptly initiates a full refund to the original payment method. Our team apologizes to the guest. If requested, we may offer rebooking at a reduced price; the price will be shown before confirmation, and no fixed discount is guaranteed.
7. Changing the booking
Guests may contact support to request a date or time change instead of cancelling. Any change depends on availability and hotel approval; a new time is not confirmed until confirmed in writing. If a change is unavailable, the cancellation policy originally applicable to the booking remains in effect.
8. Emergencies and force majeure
Guests may contact support to explain an emergency or circumstance beyond their control. Each request is reviewed individually; submitting a request does not itself guarantee free cancellation or a refund.
Earlier bookings and gift-card payments
Earlier bookings retain the cancellation terms saved at confirmation; updating this page does not change them. For an eligible cancellation, gift-funded credit returns to the gift card and any amount paid by another method is refunded to that method. Cancelled vouchers and vouchers with a refund being processed are not valid for entry.
9. Contact and response time
For questions and support requests: WhatsApp +966 55 712 8262, phone +966 55 712 8262, or email portal@pi-hospitality.com. Support responds within 24 hours.