Effective Date: October 30, 2025
Last Updated: October 30, 2025
Introduction
At Tourism Incentives Azerbaijan, we understand that travel plans can change unexpectedly. As a B2B partnership platform connecting international tour operators and travel agencies with premium Azerbaijan tour packages, Baku city tours, and comprehensive Azerbaijan travel packages, we strive to maintain fair and transparent cancellation and refund policies that balance the needs of our partners with the operational realities of tourism services.
This Refund & Cancellation Policy outlines the terms, conditions, and procedures governing booking modifications, cancellations, and refund processing for all Azerbaijan holiday packages and travel services booked through Azerbaijan Tourism Incentives LLC via tourismincentives.com.
Important Note: This policy applies to B2B transactions between Tourism Incentives Azerbaijan and our registered partner agencies. Partners are responsible for establishing their own cancellation terms with end travelers, which may differ from our B2B terms.
Understanding Cancellation Timelines
All cancellation timelines are calculated from the scheduled tour commencement date (first day of services) and must be submitted in writing during Azerbaijan business hours (Monday–Friday, 9:00 AM – 6:00 PM, GMT+4).
Calculation Examples:
- Tour starts December 15th, cancellation received November 10th = 35 days notice
- Tour starts January 20th, cancellation received January 15th = 5 days notice
- Weekend and Azerbaijan public holidays are included in day counts
Cancellations must be submitted via:
- Email: info@tourismincentives.com
- Official written communication through partner portal (where applicable)
- Confirmed via WhatsApp: +994 50 886 0543 (business hours only)
Verbal cancellations or unconfirmed communications are not accepted. Cancellation effective date is the date we receive and acknowledge written notification during business hours.
Standard Cancellation Policy for Azerbaijan Tour Packages
Cancellation Fee Structure
Our tiered cancellation policy for Azerbaijan travel packages applies to most tour bookings:
60+ Days Before Travel
Cancellation Fee: 15% of total booking value
Refund Amount: 85% of total payment
At this early stage, most suppliers can accommodate cancellations with minimal penalty. We retain a 15% administrative fee to cover processing costs, supplier coordination, and booking management expenses.
30–59 Days Before Travel
Cancellation Fee: 35% of total booking value
Refund Amount: 65% of total payment
As travel dates approach, supplier commitments become firmer. Hotels, transportation providers, and activity operators may begin imposing their own cancellation charges, which are reflected in this tier.
15–29 Days Before Travel
Cancellation Fee: 50% of total booking value
Refund Amount: 50% of total payment
With two to four weeks’ notice, most suppliers have limited ability to resell services. Significant cancellation penalties from hotels, tour operators, and transportation providers apply.
7–14 Days Before Travel
Cancellation Fee: 75% of total booking value
Refund Amount: 25% of total payment
Last-minute cancellations result in substantial financial losses. Most suppliers cannot recover costs, and services are typically non-refundable at this stage.
Less Than 7 Days or No-Show
Cancellation Fee: 100% of total booking value
Refund Amount: No refund
Immediate pre-travel cancellations and no-shows result in complete forfeiture of all payments. Suppliers cannot recover any costs, and all services are fully non-refundable.
Payment Recovery Timeline
Approved refunds are processed according to the following schedule:
- Refund Calculation: Within 5 business days of cancellation acknowledgment
- Supplier Confirmation: 7-14 business days for supplier refund confirmations
- Payment Processing: 21-30 business days from cancellation approval for funds to reach partner accounts
- International Transfers: Additional 5-7 business days may apply for cross-border payments
Refunds are issued to the original payment method unless alternative arrangements are mutually agreed upon in writing.
Service-Specific Cancellation Terms
Certain components of Baku city tours and Azerbaijan holiday packages are subject to stricter cancellation conditions due to supplier policies:
Hotels and Accommodations
Luxury and Boutique Hotels:
- 30+ days: 20% cancellation fee
- 15-29 days: 50% cancellation fee
- Less than 15 days: 100% non-refundable
Peak Season Bookings (May–September, December–January):
- 45+ days: 30% cancellation fee
- 30-44 days: 50% cancellation fee
- 15-29 days: 75% cancellation fee
- Less than 15 days: 100% non-refundable
Special Event Periods (Novruz Bayram, New Year, Formula 1):
- 60+ days: 40% cancellation fee
- 30-59 days: 75% cancellation fee
- Less than 30 days: 100% non-refundable
Transportation Services
Private Vehicle Rentals with Driver:
- 14+ days: Full refund minus 10% administrative fee
- 7-13 days: 50% cancellation fee
- Less than 7 days: 100% non-refundable
Group Transportation (Coaches, Minibuses):
- 21+ days: 25% cancellation fee
- 14-20 days: 50% cancellation fee
- 7-13 days: 75% cancellation fee
- Less than 7 days: 100% non-refundable
Domestic Flights within Azerbaijan:
- Subject to airline-specific cancellation policies
- Typically 100% non-refundable once ticketed
- Name changes usually not permitted or subject to heavy fees
Special Experiences and Activities
Cultural Performances and Events:
- 30+ days: Full refund minus booking fee
- 15-29 days: 50% cancellation fee
- Less than 15 days: 100% non-refundable
Adventure Activities (Mud Volcanoes, Hiking Tours, Jeep Safaris):
- 14+ days: 20% cancellation fee
- 7-13 days: 50% cancellation fee
- Less than 7 days: 100% non-refundable
Private Guided Tours:
- 7+ days: 15% cancellation fee
- 3-6 days: 50% cancellation fee
- Less than 3 days: 100% non-refundable
Restaurant Reservations and Special Dining Experiences:
- 72+ hours: Full refund
- 24-72 hours: 50% cancellation fee
- Less than 24 hours: 100% non-refundable
Visa Support Services
Azerbaijan Visa Processing Fees:
- Non-refundable once application submitted to authorities
- Processing fees cover government charges and administrative handling
- Visa rejection does not entitle refund of processing fees
- Tour package cancellation due to visa denial follows standard policy
Partial Cancellations and Group Modifications
Reducing Passenger Numbers
When reducing group size for Azerbaijan tour packages:
More Than 30 Days Before Travel:
- Per-person pricing recalculated based on new group size
- If total cost increases, partner pays difference
- If total cost decreases, 15% administrative fee applies to reduction
- Minimum group size requirements may apply
15–30 Days Before Travel:
- 35% cancellation fee per cancelled passenger
- Remaining travelers subject to recalculated pricing
- Single supplements may apply if room configurations change
Less Than 15 Days Before Travel:
- 75% cancellation fee per cancelled passenger
- Remaining itinerary pricing may increase substantially
- Room type changes subject to availability and surcharges
Component Cancellations
Cancelling specific services while maintaining the booking:
Accommodation Changes:
- Downgrading hotels: Price difference minus 15% change fee
- Cancelling partial nights: Subject to hotel-specific policies
- Upgrading hotels: Price difference plus availability confirmation
Activity and Excursion Removals:
- Follow service-specific cancellation terms
- Package price adjustments may not equal individual component pricing
- Some excursions included as part of packaged rates cannot be partially refunded
Meal Plan Modifications:
- Changes must be requested minimum 7 days before travel
- Subject to hotel and restaurant confirmation
- Price adjustments apply with 10% modification fee
Booking Modifications and Changes
Date Changes and Postponements
Changing Travel Dates:
Partners may request date changes subject to availability and the following terms:
60+ Days Before Original Travel Date:
- One complimentary date change permitted
- Subject to price differences based on new travel dates
- Availability confirmation required from all suppliers
30–59 Days Before Original Travel Date:
- 15% modification fee applies
- Price differences for new dates payable by partner
- Subject to supplier availability and approval
15–29 Days Before Original Travel Date:
- 25% modification fee applies
- Treated as partial cancellation and rebooking
- Significantly limited availability expected
Less Than 15 Days Before Original Travel Date:
- Treated as cancellation and new booking
- Original booking subject to standard cancellation fees
- New booking at current rates and availability
Peak Season Restrictions:
- Date changes during May–September and December–January limited
- Some suppliers may decline date changes within 45 days
- Formula 1 weekend and Novruz period changes not permitted within 60 days
Name Changes
Passenger Name Corrections:
- Minor spelling corrections: No fee (requested minimum 7 days before travel)
- Complete name changes: Treated as cancellation/rebooking
- Passport name verification required for all changes
Company/Agency Name Changes:
- Permitted with updated documentation
- Subject to partnership verification
- No financial penalty if advance notice provided
Itinerary Modifications
Adding Services:
- Subject to availability and current pricing
- 10% administrative fee for adding components less than 14 days before travel
- Some services may be unavailable due to capacity constraints
Changing Tour Route or Destinations:
- Requires full itinerary re-quotation
- May result in price increases or decreases
- Subject to transportation and accommodation availability
- Must be requested minimum 30 days before travel
Force Majeure and Exceptional Circumstances
Covered Events
In circumstances beyond reasonable control, standard cancellation fees may be waived or reduced:
Natural Disasters:
- Earthquakes, floods, fires affecting Azerbaijan travel regions
- Severe weather making travel unsafe or impossible
Political and Security Events:
- Political unrest, civil disturbance, or safety concerns in Azerbaijan
- Travel advisories from recognized government authorities (Do Not Travel warnings)
- Border closures or airspace restrictions affecting access to Azerbaijan
Pandemic and Health Emergencies:
- Government-mandated lockdowns or travel restrictions
- Quarantine requirements making travel impractical
- Epidemic or pandemic declarations affecting Azerbaijan
Transportation Failures:
- Airline bankruptcies or complete flight cancellations to Azerbaijan
- Airport closures or sustained transportation disruptions
Force Majeure Procedure
Partners must:
- Notify Immediately: Contact us as soon as force majeure circumstance becomes known
- Provide Documentation: Official government advisories, airline cancellation notices, or credible news sources
- Collaborate on Solutions: Work with our team to explore alternatives
Force Majeure Options:
- Postponement: Hold booking credit for travel within 24 months at guaranteed pricing
- Destination Change: Apply payments to alternative tour packages (subject to availability)
- Maximum Refund: Process highest possible refund based on supplier recoveries (typically 60-85%)
- Shared Loss: Tourism Incentives waives administrative fees; actual supplier losses deducted
Important Limitation: Force majeure does not guarantee full refunds. Many suppliers (hotels, transportation) do not refund prepaid services for force majeure events. We commit to transparent communication and maximum recovery efforts.
Travel Insurance Recommendation
Strongly Recommended for All Bookings:
Partners should advise end travelers to purchase comprehensive travel insurance covering:
- Trip cancellation and interruption for any reason
- Medical emergencies and evacuation
- Travel delays and missed connections
- Supplier bankruptcy protection
Travel insurance often provides coverage where our cancellation policy cannot, particularly for personal emergencies, medical issues, or last-minute cancellations.
Medical and Personal Emergency Cancellations
Partner-Side Medical Emergencies
If end travelers cannot travel due to medical emergencies:
Required Documentation:
- Licensed physician’s medical certificate
- Diagnosis and travel restriction explanation
- Submitted within 48 hours of cancellation
Outcome:
- Subject to standard cancellation fee schedule
- Medical emergencies do not automatically qualify for waivers
- Travel insurance typically covers these situations
Exception Consideration: We may consider fee reductions for:
- Serious illness requiring hospitalization
- Death of traveler or immediate family member
- Government-mandated health restrictions
Each case evaluated individually; documentation required.
Pregnancy-Related Cancellations
- Airlines typically restrict travel after 36 weeks gestation
- Hotel and tour services generally non-refundable for pregnancy-related cancellations
- Medical certificate required for consideration
- Travel insurance with pregnancy coverage recommended
Refund Processing and Payment Details
Refund Calculation Method
Refunds calculated as follows:
- Total Booking Value: All payments received for the cancelled booking
- Less Applicable Cancellation Fee: Based on timeline and service-specific terms
- Less Non-Refundable Components: Visa fees, airline tickets, special event bookings
- Less Supplier Penalties: Any additional charges imposed by individual suppliers
- Equals Refund Amount: Final refund payable to partner
Payment Processing
Refund Methods:
- Bank transfer to original payment account (preferred)
- Credit to partner account for future bookings
- Alternative methods by mutual written agreement
Processing Timeframes:
- Refund calculation: 5 business days
- Supplier confirmations: 7-14 business days
- Bank transfer initiation: 21-30 business days total
- International payment clearing: Additional 5-7 business days
Currency Considerations:
- Refunds issued in original payment currency
- Exchange rate fluctuations may affect final amount
- Bank transfer fees deducted from refund amount
Refund Documentation
Partners receive:
- Detailed refund calculation breakdown
- Supplier confirmation documentation
- Payment receipt upon transfer completion
- Final account reconciliation statement
Dispute Resolution and Appeals
Disagreements on Cancellation Fees
If partners dispute cancellation charges:
Step 1: Formal Written Request
- Submit detailed explanation via email to info@tourismincentives.com
- Include supporting documentation and justification
- Reference booking number and cancellation date
Step 2: Internal Review
- Our operations team reviews circumstances within 5 business days
- Supplier policies and contractual obligations evaluated
- Written response with decision and explanation provided
Step 3: Senior Management Escalation
- If unsatisfied with initial response, request escalation
- Senior management conducts independent review
- Final decision communicated within 10 business days
Step 4: Alternative Dispute Resolution
- If disagreement persists, mediation or arbitration available
- Governed by Terms & Conditions dispute resolution provisions
Good Faith Commitment
Tourism Incentives Azerbaijan commits to:
- Fair and transparent application of cancellation policies
- Reasonable consideration of exceptional circumstances
- Maximum refund recovery efforts from suppliers
- Clear communication throughout cancellation process
We expect partners to:
- Provide accurate information and timely notifications
- Submit required documentation promptly
- Understand supplier-imposed restrictions beyond our control
- Work collaboratively toward fair resolutions
Special Programs and Promotional Bookings
Non-Refundable Promotional Rates
Some Azerbaijan travel packages offered at discounted rates include stricter terms:
Flash Sales and Limited-Time Offers:
- Typically 100% non-refundable once booked
- Date changes not permitted
- Clearly marked “Non-Refundable” at time of booking
Early Bird Discounts:
- May have extended cancellation deadlines
- Specific terms outlined in promotional materials
- Generally follow standard policy with some flexibility
Group Booking Incentives:
- Free passenger slots typically non-transferable and non-refundable
- If group reduces below minimum, standard pricing applies
- Cancellation fees may apply to entire group value
Educational and FAM Trip Cancellations
Familiarization trips and educational tours for agents:
- Subject to specific program terms
- Late cancellations may affect future participation eligibility
- Typically require 30 days minimum notice
- Substitutions permitted with prior approval
Partner Responsibilities and Best Practices
Managing Client Expectations
Partners should:
Communicate Clearly:
- Share complete cancellation terms with end travelers at time of booking
- Explain timeline-based fee structure and non-refundable components
- Recommend appropriate travel insurance for client protection
Establish Own Terms:
- Develop partner cancellation policies for B2C transactions
- Ensure terms comply with consumer protection laws in your jurisdiction
- May be more restrictive than our B2B terms to protect your business
Document Everything:
- Maintain written confirmation of all client communications
- Keep copies of booking confirmations and payment receipts
- Document cancellation requests with dates and timestamps
Minimizing Cancellation Impact
Proactive Communication:
- Inform us immediately when cancellation becomes likely
- Discuss alternatives before formal cancellation submission
- Explore date changes or destination modifications
Optimize Timing:
- Submit cancellations as early as possible to maximize refunds
- Avoid weekend submissions (not processed until business hours)
- Confirm receipt of cancellation acknowledgment
Consider Alternatives:
- Transfer bookings to other clients when possible
- Convert to open credits for future use
- Explore partial modifications instead of full cancellation
Contact Information and Cancellation Support
Cancellation Submission
Primary Contact: Email: info@tourismincentives.com
Subject Line: CANCELLATION REQUEST – [Booking Reference Number]
Include in Cancellation Request:
- Booking reference number and confirmation details
- Partner agency name and contact information
- Passenger names and travel dates
- Reason for cancellation (brief explanation)
- Preferred refund method
- Supporting documentation (if applicable)
Urgent Cancellations: WhatsApp: +994 50 886 0543 (Business Hours: Monday–Friday, 9:00 AM – 6:00 PM GMT+4)
Office Address: Azerbaijan Tourism Incentives LLC
Ali Asheref Alizade Ev 120 – First Floor
Narimanov Rayonu, AZ 1008
Baku City, Azerbaijan
Questions About Cancellation Policy?
Our partnership support team is available to:
- Clarify specific cancellation terms before booking
- Discuss force majeure situations and documentation requirements
- Provide supplier-specific cancellation details for complex bookings
- Assist with cancellation processing and refund tracking
- Review exceptional circumstances and appeal requests
We understand that cancellations are sometimes unavoidable, and we’re committed to making the process as smooth and transparent as possible for our valued partners.
Policy Review and Updates
This Refund & Cancellation Policy is reviewed regularly and may be updated to reflect:
- Changes in supplier terms and conditions
- Azerbaijan tourism industry standards evolution
- Regulatory or legal requirement modifications
- Operational improvements and partner feedback
Updates will be communicated via:
- Email notification to active partners
- Website posting at tourismincentives.com
- Updated “Last Updated” date at policy beginning
Cancellation terms applicable to each booking are those in effect at the time of booking confirmation, not at the time of cancellation.
Commitment to Fair Partnership
At Tourism Incentives Azerbaijan, we recognize that our success depends on strong, mutually beneficial relationships with our international travel partners. This Refund & Cancellation Policy is designed to:
✓ Protect Both Parties: Balance partner flexibility with operational sustainability
✓ Maintain Transparency: Provide clear, predictable cancellation outcomes
✓ Ensure Quality: Support supplier relationships that deliver exceptional Baku city tours and Azerbaijan holiday packages
✓ Build Trust: Demonstrate fairness and professionalism in all circumstances
We appreciate your partnership in promoting Azerbaijan as a world-class tourism destination and remain committed to supporting your business success.
For cancellation inquiries or to discuss specific booking circumstances, please contact our dedicated support team. We’re here to help.
This Refund & Cancellation Policy is an integral part of the partnership agreement between Azerbaijan Tourism Incentives LLC and our registered travel partners. By submitting bookings through tourismincentives.com, partners acknowledge acceptance of these terms and agree to communicate them appropriately to end travelers.
Azerbaijan Tourism Incentives LLC | Baku, Azerbaijan | info@tourismincentives.com | WhatsApp: +994 50 886 0543