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Legal
Effective date: 29 June 2026
This policy explains how cancellations and refunds work on PearlEx. Because PearlEx never holds your money, refunds are handled directly with the verified agency, with PearlEx oversight.
When you select a winning offer, you pay the verified agency directly and in full under a binding agreement, as specified in the accepted offer. Your booking then follows the recorded booking lifecycle on PearlEx: availability held, payment, agency confirmation, tickets, completion.
If the agency fails to secure the underlying booking (for example, no confirmed inventory is held for your trip), the booking cannot proceed and everything you paid must be returned to you in full by the agency under the binding agreement, with PearlEx oversight. You do not pay for travel that is not secured.
If you cancel before the agency has secured your booking, your payment must be refunded by the agency. Once elements are secured (for example non-refundable supplier deposits or issued tickets), refunds are subject to the agency's and suppliers' own cancellation terms, which the agency must disclose.
Once a refund is approved, the verified agency returns the eligible funds to your original payment method. Processing times depend on the agency and your bank; we ask you to allow a reasonable period for the funds to appear.
Open the order in your account and use the refund-request flow, or contact support. Your request is recorded against the order and routed to the agency for processing, with PearlEx oversight.
If you and the agency disagree about what was delivered, the matter is handled through the platform's dispute mechanism, overseen by PearlEx, on the recorded evidence and the order terms. PearlEx facilitates this process but does not hold the funds itself.
These terms are governed by the laws of the Kingdom of Bahrain, and the courts of the Kingdom of Bahrain have exclusive jurisdiction over any dispute arising from them.
For legal or privacy enquiries, contact Valyn Platforms, Kingdom of Bahrain, via the Help & Support channel on PearlEx.