Refund Policy

This Refund Policy applies to all bookings made through the Ghaws platform (ghaws.ai). Refund eligibility depends on the timing of your cancellation request, the type of service booked, and the specific circumstances. Ghaws acts as a marketplace connecting divers with dive centers — refund processing involves coordination between Ghaws, the dive center, and our payment partner MyFatoorah.

You may be eligible for a refund if: • You cancel your booking within the allowed cancellation window (see Cancellation Tiers below) • The dive center cancels the trip or activity • Weather conditions or force majeure events prevent the trip from taking place • You were charged incorrectly or experienced a payment error Refund requests must be submitted through your Ghaws account or by contacting our support team.

Refund amounts are determined by how far in advance you cancel before the scheduled trip departure: • More than 72 hours before departure — 100% refund • 48 to 72 hours before departure — 75% refund • 24 to 48 hours before departure — 50% refund • Less than 24 hours before departure — No refund All cancellation times are calculated based on the trip's scheduled departure time in Arabia Standard Time (AST). The cancellation timestamp is recorded when your request is submitted through the platform.

If a dive center cancels a trip for any reason (operational issues, insufficient participants, equipment problems, etc.): • You will receive a 100% refund of your booking amount • You will also receive a 10% platform credit on your Ghaws account, applicable to your next booking • The refund will be processed automatically within 2 business days of the cancellation notice Ghaws will notify you immediately via SMS and email if a center cancels your booked trip.

Diving trips are subject to weather and sea conditions for safety. If a trip is cancelled due to weather or force majeure events (natural disasters, government restrictions, maritime authority directives, etc.): • You may choose a full refund (100%) or reschedule to another available date at no extra cost • The dive center and Ghaws will communicate available options • If you choose to reschedule and the rescheduled trip is also cancelled, you are entitled to a full refund Weather-related cancellation decisions are made by the dive center captain in coordination with maritime safety authorities.

To request a refund: 1. Go to My Bookings in your Ghaws account 2. Select the booking you wish to cancel 3. Tap "Cancel Booking" and confirm your cancellation 4. Your refund will be calculated automatically based on the cancellation tier Refund processing timeline: • Refund initiated: Within 2 business days of your cancellation request • Credit/debit card refunds: 5-10 business days to appear on your statement • mada card refunds: 5-14 business days • Platform credits: Applied instantly to your Ghaws account You will receive email confirmation when your refund has been initiated.

The following are not eligible for refunds: • No-shows (failure to arrive at the meeting point without prior cancellation) • Cancellations made less than 24 hours before departure • Bookings where the diver is turned away due to failure to meet certification requirements • Bookings where the diver is turned away due to medical conditions not disclosed during booking • Platform service fees, where applicable • Promotional or discounted bookings marked as non-refundable at the time of purchase

If you believe your refund was processed incorrectly or you disagree with a refund decision: 1. Contact our support team at info@ghaws.ai with your booking reference number 2. We will review your case within 3 business days 3. If the dispute involves the dive center's cancellation policy, Ghaws will mediate between you and the center 4. If unresolved, you may escalate to the Saudi Center for Commercial Arbitration (SCCA) Ghaws is committed to fair resolution of all refund disputes.

Ghaws may update this Refund Policy from time to time to reflect changes in our practices or applicable regulations. Material changes will be communicated via email or platform notification. The updated policy will apply to bookings made after the effective date of changes. Existing bookings will be governed by the policy in effect at the time of booking.

For refund-related questions or assistance: • Email: info@ghaws.ai • Platform: ghaws.ai/contact • WhatsApp: Available through our support widget • Support Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (AST)