Booking Policy- Flight, Hotel , Car & Shop

FLIGHTS

Booking Policy:

  • The total Joud Rewards points displayed includes air fare and applicable taxes. It excludes applicable airport taxes, baggage and other charges which may be payable by the airline or at certain airports. Some airlines and fare rules do not include baggage as part of the booked fares. Also, rules vary from time to time without prior notice. It is advisable to contact the airline directly or visit the airline’s website to learn more about baggage limits.
  • You are required to pay the entire points prior to the confirmation of your booking.
  • There will be no refund for 'no-shows' or any partially unused flights.
  • For any information regarding your Frequent Flyer miles, please contact the airline directly.
  • Al Hilal Bank reserves the right to alter any and all fees from time to time, without notice.

Check-in:

Amendments:

  • Once a flight booking is placed through Joud Rewards, no change/amendment in the respective flight booking dates is allowed. If you wish to change your dates a completely new flight booking would have to be made. There will be no refund of points granted on the original booking.

Cancelation and Refund Policy:

  • For bookings made through Joud Rewards, no cancelations are allowed if done voluntarily. Hence no reward points will be refunded back into your account. For any reasons not initiated by you, i.e. flights being grounded/cancelled/or any other unforeseen circumstances wherein you are denied travel, applicable reward points will be refunded back into your account. This again would be as per the discretion of Joud Rewards/ Infinia Services & Solutions DMCC.
HOTELS

Booking Policy:

Reconfirmation:

  • There is no need to reconfirm the hotel booking, once done. However, if you wish to do so you may call Al Hilal Banks’ 24 hours Customer Support at 800666666.

Amendments:

  • Once a hotel booking is placed through Joud Rewards, no change/amendment in the respective hotel booking dates is allowed. If you wish to change your check-in and check-out dates, a completely new hotel booking would have to be made. There will be no refund of points granted on the original booking.

Cancelation Policy:

  • For bookings made through Joud Rewards, no cancelations are allowed, if done voluntarily. Hence no points will be refunded back into your account. For any reasons not initiated by you i.e. hotels sold out and/or any other unforeseen circumstances wherein you are denied stay, applicable points will be refunded back into your account. This again is as per the discretion of Al Hilal Bank.
CAR RENTALS

Booking Policy:

  • Once car redemption is done by you, the confirmation is not immediate. It takes a minimum of 24–72 hours for a confirmation. For any queries regarding confirmation, you may call Al Hilal Banks’ 24 hours Customer Support at 800666666.
  • In case the requested car pick-up and drop locations are different, there could be a surcharge fee in addition to applicable taxes. This will be notified at the time of booking itself by our back-end team, and only once a confirmation is sought from you the confirmation process would be carried out.
  • The time you pick your car for rental, you will be required to leave a security deposit against possible damage to the car during the rental period. The deposit will be charged directly by the car hire company. Quite often, a credit card in the name of the main driver is required. If the condition of the car and extras is the same on return as at the time of rental, and is in accordance with the fuel policy, the security deposit will be refunded after returning the car (please note that it may take 14 working days for the money to appear in your credit card account again).

Amendments:

  • Once the car booking is done, the existing booking cannot be amended.

Cancelation Policy:

  • For bookings made through Joud Rewards, no cancelations are allowed if done voluntarily by you. Hence no points will be refunded back to your account.
ON LINE SHOP

Booking Policy:

  • Your reward merchandise will be delivered within 2-3 weeks (subject to availability of stock).
  • Products are delivered only within Abu Dhabi.
  • Sometimes there are restrictions to deliver products to certain regions. Once an order is placed, we would be informing you of the same and the order will be cancelled if the courier faces restrictions to deliver in that region.
  • Once an order is placed it cannot be exchanged or upgraded.
  • For any queries regarding the confirmation/delivery you may call Al Hilal Banks’ 24 hours Customer Support at 800666666.

Cancelation Policy:

  • Once the order is placed, a voluntary cancelation is not permitted. Hence, no reward points will be refunded for the same.

Replacement of damaged product:

  • In case the product is received in a damaged condition, please intimate us within 24 hours of receiving the same. The damaged product will be replaced although no points will be refunded to you. In the event we do not receive your request within 24 hours, no product replacement will be initiated. There will be no refund of reward points.

Incorrect Product:

  • At times when you receive a product different from what you requested, please intimate Al Hilal Banks’ 24 hours Customer Support at 800666666, within 24 hours of receiving the same. The product will be replaced with your requested product although no points will be refunded to you. In the event we do not receive your request within 24 hours, no product replacement will be initiated. There will be no refund of reward points.

Refunds:

  • There are times when a product request is made by you but fails to reach you due to the product being out of stock. In such cases, your reward points will be refunded to you.