Last updated: August 2026
De-Genesis Travel and Tours Ltd is committed to fairness and transparency in all our financial dealings with clients. This Refund Policy outlines the circumstances under which refunds may be issued for consultation fees, service fees, eSIM plans, travel-related payments, and loyalty or referral credits.
The consultation fee is charged for the professional advisory time and expertise provided during your consultation. Once a consultation has been conducted — whether in person, by phone, or via video call — the consultation fee is non-refundable. If you have paid the consultation fee but the consultation has not yet taken place, you may request a full refund at least 24 hours before the scheduled appointment time.
Service fees cover the preparation, submission, and follow-up of your application. Refund eligibility depends on the stage of processing: • Application not yet started: 80% of the service fee is refundable. • Application in progress (documents collected, forms in preparation): 50% of the service fee is refundable. • Application already submitted to embassy/institution: No refund of service fees. • Application already approved or rejected: No refund of service fees.
Fees paid directly to government agencies, embassies, consulates, educational institutions, medical examination providers, eSIM connectivity providers, or courier services are non-refundable once submitted. These fees are outside our control and are governed by the policies of the respective institutions.
If your visa, eTA, e-Visa, work permit, Ghana eVisa, Dubai visa, or study application is rejected, service fees paid to De-Genesis Travel and Tours Ltd are non-refundable. Our fees cover the advisory and processing services, not the outcome of the application. However, we will provide guidance on appeal options or re-application where applicable, and may offer a discounted rate for re-application services.
eSIM data plans are digital products delivered electronically. Once a plan has been purchased and the QR code or activation details have been delivered to you, the plan is considered activated and is non-refundable, except where the connectivity provider has failed to deliver a functioning product. Refunds for device incompatibility, coverage limitations, or failure to install are not available; please confirm your device supports eSIM before purchase. If a plan fails to activate due to a provider error, contact us within 7 days and we will arrange a replacement or refund at our discretion.
Loyalty points and referral credits have no cash value and are non-refundable. They cannot be exchanged for cash, transferred between accounts, or redeemed for a monetary payout. Points expire if your account is inactive for 12 consecutive months. Referral credits awarded in error or through fraudulent activity will be reversed. If a booking that earned points is cancelled or refunded, the associated points and any referral credit derived from that booking will be reversed proportionally.
For pilgrimage tours and travel packages, refund eligibility depends on the cancellation timing: • Cancellation 60+ days before departure: 70% of the package fee is refundable. • Cancellation 30–59 days before departure: 40% of the package fee is refundable. • Cancellation 15–29 days before departure: 20% of the package fee is refundable. • Cancellation less than 15 days before departure: No refund. Non-refundable deposits paid to ground operators, hotels, or transport providers at the destination may be deducted from any refund amount.
Refunds will be issued using the original payment method: • Stripe payments will be refunded to the original card used for payment. • Revolut Pay payments will be refunded via Revolut Pay. • Paystack payments will be refunded to the original card or mobile money account used for payment. • Bank transfer payments will be refunded to the originating bank account. • MTN Mobile Money payments will be refunded to the originating MoMo number. Processing times for refunds depend on the payment provider and may take 5–14 business days.
To request a refund, please contact us within 30 days of your payment with the following information: • Your full name and contact details • Date of payment and payment method • Reason for the refund request • Any relevant transaction or receipt numbers • Application or booking reference number (if applicable) Send your request to degenesis2016@gmail.com or contact us at +233 30 397 8581. Our team will review your request and respond within 5 business days.
If a payment is identified as fraudulent, unauthorized, or made in error, we will work to rectify the situation. Payments made to incorrect account details (e.g., wrong bank account or MoMo number) are not our responsibility — always verify payment details before transferring funds. MTN Mobile Money payments require PIN authorization on your handset; payments are only confirmed once the transaction is completed, not when the payment prompt is sent.
If De-Genesis Travel and Tours Ltd cancels or terminates a service before completion for reasons not related to client misconduct, a pro-rata refund will be issued for the unfulfilled portion of the service. In the case of pilgrimage tour cancellations initiated by our company, a full refund will be provided.
If you disagree with a refund decision, you may escalate the matter by contacting our management at degenesis2016@gmail.com. We are committed to resolving disputes fairly and promptly. Unresolved disputes may be referred to the appropriate consumer protection authority in Ghana.
Flight tickets booked through De-Genesis Travel and Tours Ltd are subject to the fare rules of the operating airline, which determine whether a ticket is refundable, changeable, and what penalties apply. Refund and cancellation eligibility follow this policy: • Before ticket issuance: If you cancel before payment is verified and the ticket is issued, any amount paid is fully refundable minus payment processing fees. • Refundable fares: Where the fare rule permits refunds, you will receive the airline-refundable portion minus the airline's cancellation penalty, our service fee and commission, and payment processing fees. • Non-refundable fares: Where the fare rule does not permit refunds, only refundable government taxes (if any) are returned to you; the base fare, airline fees, and our service fee and commission are non-refundable. • No-show: If you do not arrive for a booked flight, the ticket is generally non-refundable and non-changeable, and any airline no-show penalty applies. • Cancellation requests: Submit cancellation requests at least 72 hours before scheduled departure through any of our contact channels with your booking reference. Our service fee and commission on any flight booking are non-refundable once the ticket has been issued. Refunds for cancelled flights are processed after the airline confirms and returns the refundable amount; airline processing can take 4–12 weeks. Ancillary charges (seats, meals, baggage, lounge access) are refundable only to the extent the airline refunds them under its own policy.
Extra baggage, paid seat selection, and other ancillary services charged at checkout are collected on behalf of the operating airline or its partners. These charges are refundable only to the extent the supplier's policy permits a refund. Where the airline does not refund an ancillary charge (for example, because the flight was flown or the service was used), we are unable to refund it. Where a service could not be delivered due to an airline operational change, we will pursue the supplier refund on your behalf and pass through any amount recovered, minus our service fee where applicable.
For any questions about this Refund Policy, please contact us: De-Genesis Travel and Tours Ltd 463-4129, 14 Jen St, Lapaz-Accra, Ghana Phone: +233 30 397 8581 WhatsApp: +233 54 650 2348 Email: degenesis2016@gmail.com