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Returns & Exchanges

General Provisions

This Returns & Exchanges Policy governs the conditions for refunds, cancellations, booking modifications, and service changes for tourism services purchased through www.uniontravel.uz and paid via online payment systems, including Octobank (Octo payment gateway) and other authorized payment providers.

By completing a payment on the Website, the customer agrees to the terms set forth in this Policy.

Nature of Services

The Company provides tourism and travel-related services, which are considered time-specific services.

Therefore, refund and exchange conditions depend on:

  • The type of service booked
  • Cancellation timing
  • Partner supplier conditions (hotels, transport providers, guides, etc.)
  • Operational expenses already incurred

Booking Modifications (Exchanges)

Customers may request changes to their booking, including:

  • Change of travel date
  • Change of participants
  • Modification of tour services

Cancellation and Refund Conditions

Refund eligibility depends on the cancellation notice period:

  • More than 7 days before the service date — refund may be issued after deduction of administrative and banking fees
  • Between 3–7 days before the service date — partial refund may be provided (up to 50%), depending on confirmed expenses
  • Less than 72 hours before the service date or no-show — refund is generally not provided due to operational commitments
  • Specific tours or services may have individual cancellation rules communicated during booking confirmation

Refund Processing (Octobank Payments)

All refunds for payments made via Octobank (Octo) are processed in accordance with payment system regulations:

  • Refunds are issued only to the original payment method used during purchase
  • Cash refunds are not provided for online payments
  • Refund requests are processed after approval by the Company
  • Processing time may take 5–15 banking business days, depending on the issuing bank
  • Bank commissions, currency conversion fees, and payment processing charges may be deducted where applicable and are non-refundable

Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Failure to appear for the booked service (no-show)
  • Late arrival resulting in missed services
  • Incorrect information provided by the customer
  • Visa refusal or travel restrictions beyond the Company’s control (unless otherwise stated)
  • Force majeure affecting customer travel plans

Company-Initiated Changes or Cancellation

If the Company cancels a service due to operational reasons or force majeure circumstances, customers will be offered:

  • An alternative service or date
  • Or a full or partial refund

Force Majeure

The Company shall not be liable for delays, changes, or cancellations caused by events beyond reasonable control, including but not limited to:

  • Natural disasters
  • Government restrictions
  • Border closures
  • Pandemics
  • Transportation disruptions
  • Refund decisions in such cases will be made individually according to supplier policies

Refund Request Procedure

To request a refund or change, customers must provide:

  • Booking reference number
  • Full name of the customer
  • Payment confirmation
  • Reason for request
  • Requests must be sent to: contact@uniontravel.uz

Contact Information

  • UNION GROUP AGENCY LLC
  • Website: www.uniontravel.uz
  • Email: contact@uniontravel.uz
  • Phone: +998 94 320 30 00
  • Address: Samarkand, Republic of Uzbekistan