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Legal
Effective date: 29 June 2026 (draft)
This policy explains how cancellations and refunds work on PearlEx. Because PearlEx never holds your money, refunds are processed by the independent, CBB-licensed escrow provider against the milestones of your order.
Draft — pending legal review
This document is a working draft prepared for product purposes. It has not yet been reviewed or approved by the owner's legal counsel and does not constitute legal advice. Items shown in square brackets are placeholders the operator must complete before publication.
When you select a winning offer, your funds are placed into licensed escrow and released to the agency in tranches against fulfilment milestones — typically deposit, ticketing, and completion. Money you have not yet released remains protected in escrow.
If the agency fails to secure the underlying booking (for example, no confirmed inventory is held for your trip), the milestone is not met and the corresponding escrowed funds are returned to you in full. You are not charged for travel that is not secured.
If you cancel before fulfilment milestones are met, the unreleased portion of your funds is refundable. Amounts already released against met milestones (for example non-refundable supplier deposits or issued tickets) are subject to the agency's and suppliers' own cancellation terms, which the agency must disclose.
Once a refund is approved, the escrow provider returns the eligible funds to your original payment method. Processing times depend on the escrow provider 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 and escrow provider for processing against the relevant milestones.
If you and the agency disagree about whether a milestone was met, the matter is handled through the platform's dispute mechanism with the escrow provider, who releases or returns the disputed funds according to the evidence and the order terms. PearlEx facilitates this process but does not hold or adjudicate 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 [LEGAL ENTITY NAME] (CR [CR NO.]), [REGISTERED ADDRESS], at [legal@…].
Before publication, the following must be supplied and verified:
[LEGAL ENTITY NAME][CR NO.][REGISTERED ADDRESS][legal@…]