Refund & Cancellation Policy

1. Definitions

• “Agentic Processing”: The automated and semi-automated actions taken by Dunia’s AI to initiate, verify, and finalize bookings or cancellations with Third-Party Providers.
• “Third-Party Provider” (Vendor): Any airline, hotel, transport service, or restaurant that fulfills the actual travel experience.
• “Pass-Through Refund”: The process by which Dunia recovers funds from a Vendor and returns them to the User, subject to the Vendor’s original terms.

2. Platform Subscription Terms

Dunia offers various membership tiers to access our proprietary Agentic Concierge.

• Cancellation Rights: You may terminate your subscription at any time via the in-app settings. Your “Concierge Access” (including existing itinerary storage and AI support) will remain active until the conclusion of the current paid billing cycle.
• Avoiding the Next Billing: To avoid the next scheduled billing, cancel at least 14 days before your renewal date, consistent with Section 5.1 of the Terms of Service.
• Subscription Refunds: As the platform provides immediate access to proprietary planning tools and AI resources, all subscription fees are considered earned upon payment and are non-refundable.

3. Travel Bookings & Reservations

Dunia acts as an intermediary. When our Agentic system confirms a booking, it does so based on the live inventory and legal terms of the Vendor.

3.1 The Principle of Vendor Precedence

All travel components—including airfare, lodging, and activities—are governed exclusively by the Vendor’s own cancellation policies.

• Dunia cannot alter, override, or “waive” a Vendor’s non-refundable policy.
• Users are encouraged to review the specific “Cancellation Window” provided at the time of each individual booking.

3.2 Agentic Synchronization & The Administrative Window

Because the Agentic Concierge must communicate with external global distribution systems (GDS) and proprietary APIs:

• The 48-Hour Buffer: For all major travel cancellations, Dunia requires an administrative window of 48 hours prior to the Vendor’s deadline. This ensures the AI can verify the request and handle any API latency.
• Best-Effort Processing: Requests submitted within this 48-hour window are processed as “priority,” but Dunia does not guarantee successful cancellation if the request is initiated too close to the Vendor’s hard cutoff.

3.3 Restaurant & Dining Protocol

To protect Dunia’s standing with global dining partners:

• Cancellation Deadline: Dining reservations must be modified or cancelled at least 4 hours before the scheduled time, through any channel through which Dunia provides the Services — including the app, messaging channels, or an AI agent authorized to act on your behalf.
• Indemnification of Penalties: If a restaurant imposes a “No-Show” fee or retains a deposit due to a late cancellation or failure to arrive, the User is solely responsible for these costs.

3.4 Changes, Modifications, and No-Shows

• Changes and Modifications: Any change to an existing booking is subject to the Vendor’s own change policies. Where a Vendor charges a change fee or fare difference, that cost is passed through to the User. Where a Vendor permits changes without a fee, Dunia does not add a change fee beyond any service charge disclosed to you at the time of booking.
• No-Shows: If you fail to board a flight, check in to accommodation, or attend an activity without cancelling in advance, the Vendor’s no-show terms apply — and most Vendors treat no-shows as non-refundable. Notify Dunia as early as possible through any channel so we can attempt to mitigate the loss.

4. Financial Processing & Adjustments

4.1 Disbursement “Net of Fees”

Refunds are processed as a “Net Pass-Through.” This means the amount returned to the User’s original payment method will be the exact amount recovered from the Vendor, minus the original, non-refundable transaction fees (e.g., credit card merchant fees) retained by the payment processor.

Once Dunia receives the recovered funds from the Vendor, the refund is disbursed to the original payment method within 10 business days. Your bank or card issuer may take additional time to post the credit.

4.2 Currency and Exchange Volatility

For international bookings, refunds are issued in the currency of the original transaction. Dunia is not responsible for any “shortfall” in the returned amount resulting from foreign exchange rate fluctuations between the date of booking and the date of refund.

4.3 Form of Recovery

If a Vendor offers travel credits, vouchers, or “Points” in lieu of a cash refund (commonly seen during Force Majeure events), Dunia will deliver said credits to the User’s account. Delivery of the Vendor’s offered credit constitutes a full and final resolution of the refund request. Credits, vouchers, and points are subject to the Vendor’s own terms, including expiry dates and transferability restrictions.

4.4 Dunia-Caused Errors

If a booking error is caused by Dunia — for example, an incorrect date, property, or price resulting from a failure of our Agentic systems or our team — we will, at your option, either rebook on comparable terms at no additional cost to you or refund the affected booking in full, including any Vendor penalties caused by our error. This is in addition to your rights under Section 5.4 (Pricing Errors) of the Terms of Service.

5. How to Initiate a Request

To ensure your request is timestamped and processed, cancellation and refund requests may be submitted through any channel through which Dunia provides the Services — the Dunia app, messaging channels, email to [email protected], or an AI agent or assistant authorized to act on your behalf. Requests are effective when received by Dunia, subject to the administrative windows described in Section 3.

Please use this process before initiating a chargeback with your card issuer (see Section 5.7 of the Terms of Service).

Dunia is a brand of Through Worlds, Inc., 131 Continental Dr, Suite 305, Newark, DE 19713, US.