Hekaya

FAQs

How can I use this website?

This website can be used to collect information about tourism in Oman and abroad. Through our website, you can get to know our products and services, their availability and how to purchase them. We do not guarantee the reliability of the website content or that it is free of viruses. By using the website, the user acknowledges his eligibility and overall knowledge of the terms and conditions of using the website and all of our tourism policies and in the event of purchase, the user acknowledges his eligibility to contract and agree to all terms and provisions of what was purchased.

What are the prohibitions when using the website?

The user is prohibited from copying the contents of the website and using it for any commercial purposes, as well as selling and reselling the products and services provided on the website. All rights to the content, services and products are reserved to Hekaya Holidays Company.

What are Hekaya Holidays Company products?

Hekaya Holidays Company is specialized in providing tourism and holiday’s service in Oman and abroad such as follows:

International tickets with all international airlines
Hotels, chalets, and resorts bookings
All sorts of hotels around the world, including individual and group bookings
Transport, entertainment and cultural tours bookings as per the client preference or as scheduled by the providers
All sorts of public transport (buses, trains, and ferries)
Yachts and marine tours bookings
Car rental
Planning different types of travel packages and travel scehdules for families, honeymooners, and the youth
Tourism attraction entry tickets to some countries as available
Organizing group travels and adventures
Travel insurance
Different travel consultancies

What is the difference between the website usage terms and conditions, and the tourism terms and conditions?

The website terms and conditions are about the way you use the website, our privacy policy, payment, compatibility and others (please read more in the website terms and conditions section). The tourism terms and conditions are related to travel and tourism services and they reflect the service suppliers and providers policies around the globe. Each tourism service has its own policy that has to be acknowledged before purchase (please read more in the tourism terms and conditions section).

How purchase confirmation is done on the website?

When purchasing any tourism product, the client will receive an initial confirmation after making the purchase through their profile and email, but it is not finalized until the client receives a final confirmation on the same email (usually during 48 working hours). This process is done after the supplier confirms the bookings definitively, to ensure our client’s peace of mind.

What happens when I do not receive a confirmation on any of the services I purchased?

After making your purchase, the bookings team will confirm the final booking by directly contacting the supplier. When none of the services you purchased is available, you will be notified, and a similar option will be sent to you. If you agree, you will receive a confirmation through a phone call or via the registered email.

How can I receive the service I purchased through the website?

After purchasing any tourism product, the user will receive an initial confirmation through the user’s account and the registered email. Within 24-48 working hours, a final confirmation will be sent, and a confirmation coupon will be issued electronically which has all the booking confirmations and the client can use as a reference.

What is the difference between change, cancellation and no-show policies?

The change policy determines the client’s ability to change the date of getting the service that has been purchased and the change fees if available, according to the type of the service. The cancellation policy determines the client’s ability to cancel a tourism service or not and the sum of the refund. The no-show policy determines the refunded sums or no refund- in case the client does not show up during the period of providing the service. Each tourism service has a different change, cancellation and not-showing-up policy.

How can I pay?

The client can use their visa card or Master card for each purchase; therefore, it is necessary for the client to have one, and to copy the needed information in the given spaces in the website. The client also must make sure that he is using the card securely. In Hekaya website, we aim to keep all personal information private.

How can I cancel and get refunded?

Cancellation policies differ for each tourism service, and usually those policies reflect the supplier’s policies, whether those are hotels, or tickets or transport or others. The client must know the cancellation policy of the service before purchasing it and is usually stated in the cancellation policies section. In case the purchased service can be cancelled as due to the cancellation request date, the client must call the customer service and express their desire to cancel the service, as well as writing an email to the company. The request will be investigated, confirmed and a cancellation sum will be withdrawn in case there were no management fees (3%) of the purchase coupon or a minimum of 5 Omani Rials. The rest of the sum will be refunded to the same visa or debit card used within 14 days.

Why tourism in Oman and tourism abroad are in separate sections?

In Hekaya Holidays we aim to achieve excellence in our services provided in the Sultanate, as well as launching new tourism products that are unique, therefore we have separated Oman tourism in a special section to keep the special touch. Also, we are going to add interactive map and daily tours and other services very soon for your convenience.

What is an interactive map?

An interactive map allows the clients and visitors to get to know the tourism attractions closely in the map and filter them easily. It also allows them to know our packages, tours and allows easy planning. Other features will be added soon.

How can I make sure my personal information is private in the website?

The privacy and confidentiality of personal information is our utmost priority in Hekaya Holidays, and we appreciate your trust.

What happens when any misuse of the website or any fraud occurs?

In case of using the website against our usage policy and other policies or in case of suspecting a fraud, the website team and management or their representatives has the right to investigate the matter and take the necessary legal measures and refer the matter to the competent legal authorities in the Sultanate of Oman.

How can I contact Hekaya team?

We are happy to get in touch with you. You can contact us through the website by writing to us in the contact us section, or you can reach us through our email info@hekaya.co.

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FAQs