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Refund Policy

Effective Date: 01 January 2025

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Persona.Travel (a service of MRVL Gulf L.L.C-FZ) strives to deliver reliable, premium travel services. This Refund Policy applies to bookings of lounges, meet & assist, and custom travel.

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Contact for Refund Requests

📧 support@persona.travel
📍 Business Center 1, M Floor, The Meydan Hotel, Nad Al Sheba, Dubai, 9305
📞 +37127209514

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At Persona.Travel, we strive to deliver seamless, premium travel experiences.

We understand that plans can change, and this Refund Policy outlines how cancellations and refunds are handled across our service categories.

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1. General Principles

  • All refund requests must be submitted in writing to support@persona.travel or via your account dashboard.

  • Refund eligibility depends on the service type, cancellation timing, and specific terms set by the service provider.

  • We aim to process approved refunds within 10–15 business days, depending on your payment method and location.

  • Refunds are issued in the same currency and method used during booking unless otherwise agreed.

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2. VIP & Business Lounge Bookings

  • Lounge bookings are non-refundable if canceled less than 24 hours before scheduled access.

  • If canceled more than 24 hours in advance, a partial refund may be granted, minus a processing fee.

  • No refunds are issued for no-shows or if access is denied due to incorrect documentation (e.g., no boarding pass).

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3. Meet & Assist Services

  • Meet & Assist services must be canceled at least 48 hours in advance for a full or partial refund.

  • Late cancellations or no-shows are non-refundable, as staffing and logistics are arranged in advance.

  • If your flight is rescheduled or delayed, we will work to rebook or adapt the service, but refunds are not guaranteed if the service provider incurs costs.

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4. Educational Travel & Luxury Experiences

  • Educational tours and curated luxury itineraries are subject to custom agreements, with specific refund windows communicated during booking.

  • In most cases, initial deposits are non-refundable due to third-party commitments (e.g., visas, housing, learning institutions).

  • Cancellations made 30+ days before departure may be partially refundable, depending on supplier terms.

  • Travel interrupted due to visa denial, illness, or force majeure events (see Section 6) may be covered by separate insurance, not this policy.

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5. Force Majeure & Exceptional Cases

Refunds may not be available for cancellations caused by events beyond our control, such as:

  • Natural disasters

  • Political unrest or war

  • Pandemic-related restrictions

  • Airport or airline operational failures

We will provide official documentation upon request to help you with insurance claims in such cases.

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6. Refund Processing Details

  • Refunds are always net of non-recoverable costs (e.g., bank fees, administrative charges).

  • Refunds to credit/debit cards may take up to 15 business days, depending on your bank.

  • For B2B clients, refunds follow the conditions outlined in your service agreement.

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7. Need Help?

We’re here to support you. If you believe you're eligible for a refund or need clarification, reach out to:

📧 support@persona.travel

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