Last updated: 11 August 2026
Muscat Smart Tours understands that travel plans can change. This Cancellation & Refund Policy explains the conditions that apply when a customer cancels a booking, changes travel plans, does not arrive for a booked service, or when Muscat Smart Tours must cancel or modify a service.
This policy applies to tours, private transfers and other travel services booked directly through the Muscat Smart Tours website.
1. Customer Cancellations
Unless a different cancellation condition is clearly stated on the specific tour or service page, the following policy applies:
- Cancellation at least 24 hours before the scheduled start time: Eligible for a full refund.
- Cancellation less than 24 hours before the scheduled start time: No refund.
- No-show: No refund.
The cancellation deadline is calculated according to the local time in Oman.
If a particular tour, transfer or special booking has different cancellation conditions, the conditions displayed during booking will take priority.
2. How to Cancel a Booking
To request a cancellation, please contact Muscat Smart Tours as soon as possible and provide:
- Customer name
- Booking or order number
- Tour or transfer booked
- Travel date
- Reason for cancellation, where relevant
Cancellation requests can be sent to:
Email: bookings@muscatsmarttours.com
WhatsApp/Telephone: +968 9351 3633
A cancellation is considered confirmed once it has been acknowledged by Muscat Smart Tours.
3. Booking Changes
Customers who wish to change their travel date, pickup time, pickup location, number of travellers or other booking details should contact us as early as possible.
We will make reasonable efforts to accommodate requested changes, but changes are subject to availability and operational feasibility.
A change that materially affects the booked service may result in a price adjustment.
4. Late Arrivals
Customers are responsible for being ready at the confirmed pickup or meeting location at the agreed time.
If you expect to be late, please contact us immediately.
We will make reasonable efforts to accommodate short delays where operationally possible. However, significant delays may reduce the duration of the tour or result in the service being treated as a no-show where the driver or guide cannot reasonably continue waiting.
No refund is guaranteed for missed or shortened services caused by customer lateness.
5. Airport Transfers and Flight Delays
For airport pickup bookings where valid flight information has been provided, we may monitor the scheduled flight and adjust the pickup time for confirmed flight delays where reasonably possible.
Customers should provide accurate flight details when booking and inform us of significant changes whenever possible.
If a flight is cancelled, significantly rescheduled or changed to another flight, please contact us as soon as possible so that we can determine whether the transfer can be rescheduled.
Any refund or rescheduling will depend on the circumstances, availability and whether the assigned vehicle or driver has already been dispatched.
6. No-Shows
A booking may be considered a no-show when the customer:
- Does not arrive at the agreed pickup or meeting location;
- Cannot be contacted using the contact information provided;
- Provides an incorrect pickup location and cannot be reached;
- Misses the service because of significant lateness without notifying us.
No-shows are normally non-refundable.
7. Cancellations by Muscat Smart Tours
In the uncommon event that Muscat Smart Tours must cancel a confirmed service and cannot provide a reasonable alternative, customers will be offered either:
- Rescheduling to another suitable date or time; or
- A full refund of the amount paid for the affected service.
Muscat Smart Tours will make reasonable efforts to notify customers as soon as possible.
8. Weather, Safety and Unforeseen Circumstances
Certain tours and activities may be affected by weather, road conditions, sea conditions, government restrictions, closures or other circumstances beyond our reasonable control.
Customer safety takes priority.
Where reasonably possible, we may:
- Adjust the itinerary;
- Change the departure time;
- Reschedule the service;
- Provide a suitable alternative; or
- Cancel the affected service.
If Muscat Smart Tours cancels the entire service before it begins and no reasonable alternative is accepted, the customer will normally receive a refund for the affected service.
Minor itinerary changes that do not materially affect the overall service do not automatically entitle the customer to a refund.
9. Attraction and Site Closures
Tour itineraries may include attractions, forts, museums, mosques, wadis, mountain areas or other locations operated or controlled by third parties or government authorities.
Opening hours and access may change without prior notice.
If a location becomes unavailable, we may adjust the itinerary or provide a reasonable alternative where possible.
A closure of one attraction or stop does not automatically result in a full refund when the remainder of the tour can reasonably be provided.
10. Private Transfers
For private transfer bookings, customers must provide accurate pickup and drop-off information.
Additional charges may apply if the customer requests a significant route change, additional stop, substantially longer waiting time or another service outside the original booking.
If the requested change cannot reasonably be accommodated, the original booking conditions will continue to apply.
11. Refund Processing
Approved refunds will normally be returned using the original payment method where possible.
Once a refund has been issued by Muscat Smart Tours, the time required for the funds to appear in your account depends on the payment provider, card issuer or bank.
Muscat Smart Tours is not responsible for additional processing time caused by banks or payment providers after the refund has been successfully submitted.
12. Third-Party Booking Platforms
If you booked a Muscat Smart Tours service through a third-party platform, travel agency or reseller, the cancellation and refund conditions shown by that platform at the time of booking may apply.
Cancellation and refund requests for those bookings may need to be submitted directly through the platform or agency through which the booking was made.
13. Refunds After a Service Has Started
Once a tour or transfer has started, refunds are generally not provided for services that a customer voluntarily chooses not to use or complete.
This does not affect situations where Muscat Smart Tours is unable to provide a material part of the confirmed service.
14. Force Majeure
Muscat Smart Tours will not be responsible for failure or delay caused by circumstances reasonably beyond our control, including severe weather, natural disasters, road closures, government restrictions, civil emergencies or other extraordinary events.
Where such circumstances affect a booking, we will make reasonable efforts to offer rescheduling, an alternative arrangement or another appropriate solution depending on the circumstances.
15. Contact Us
For cancellations, booking changes or refund enquiries, please contact:
Muscat Smart Tours
Muscat, Sultanate of Oman
Email: bookings@muscatsmarttours.com
WhatsApp/Telephone: +968 9351 3633