Return Policy & Refunds
Updated:
Return Policy & Refunds
This page explains cancellation deadlines, when cancellation fees may apply, and how refunds are issued for bookings made on CAJ.UZ.
Answer in 15 seconds: Cancel 24+ hours before the start time with no CAJ cancellation fee. Tickets or other non‑refundable supplier components may affect the refundable amount. Approved refunds are processed within 5 business days and returned to the original payer and original payment method.
Key rules
- 24+ hours before start: no cancellation fee.
- Less than 24 hours: a cancellation fee may apply (see table below).
- Refund recipient: refunds are issued only to the original payer.
- Refund destination: refunds go back to the original payment method.
Time zone
Deadlines are based on Uzbekistan local time (UTC+5), unless your confirmation states otherwise. Example: if your tour starts at 10:00 on July 10 (UTC+5), cancel before 10:00 on July 9 (UTC+5) to avoid fees.
Cancellation fees
If you cancel close to the tour start time, the following cancellation fees may apply:
| Time before tour start | Fee |
|---|---|
| 23 hours before start | Up to 10% of the tour cost |
| 20 hours before start | Up to 20% of the tour cost |
| 15 hours before start | Up to 30% of the tour cost |
| 10 hours before start | Up to 40% of the tour cost |
| 5 hours before start | Up to 50% of the tour cost |
| 4 hours or less before start | 100% of the tour cost |
“Up to” can depend on non-refundable supplier components and operational costs already committed for your booking.
Transparency: we confirm the final fee amount in writing before the refund is processed.
How to request a refund
To start a refund request, contact us and include the information below. This helps us process your request faster.
Send your request by
- Email: ud@caj.uz
- WhatsApp: +998 90 922 30 73
Include
- Tour/service name + tour date.
- Payer confirmation (payer full name + phone/email used for booking).
- Proof of purchase (booking confirmation and/or payment confirmation).
- If tickets are involved: related documents (PDF/JPG) such as e‑tickets, vouchers, or confirmations.
Card payments (Visa / Mastercard)
Card refunds are returned to the same card. In case of cancellation by the customer, the payment will be returned to the same card minus applicable cancellation fees and bank/processing fees (if applicable). A signed letter from the cardholder may be required for processing.
If any fees apply, we confirm the exact refundable amount before processing the refund. We will never ask you for your full card number or CVV.
Exceptions
Special refund conditions may apply to airline tickets, railway tickets, other transport tickets, and special discount tours. If your booking includes tickets, contact support before cancelling.
Refund letter template (for card payments)
Use this template only if our team requests a signed letter for payment compliance. Print (or write neatly), sign by hand, then scan/photo as PDF/JPG and email it to ad@caj.uz (you may CC ud@caj.uz).
Security note
- Do not send your full card number or CVV.
- Provide only the last 4 digits of the card and (if available) the transaction/reference ID.
Tip: If you don’t know the transaction/reference ID, leave it blank — we can locate payment by booking details.
Refund processing time
After approval, we process refunds within 5 business days (Monday–Friday; excluding public holidays). Your bank or payment provider may take additional time to post the funds.
Contacts
Need help fast? If you’re close to the start time, contact us on WhatsApp or call — we’ll guide you step by step.
- Phone / WhatsApp: +998 90 922 30 73 (09:00–18:00 local time)
- Email: ud@caj.uz
- Contacts page: /en/contacts
We aim to reply within 24 hours.
FAQ
How is the 24-hour deadline calculated?
The deadline is based on the tour start time in your confirmation and Uzbekistan local time (UTC+5), unless stated otherwise.
What if I cancel less than 24 hours before the tour starts?
A cancellation fee may apply depending on how many hours are left before the start time (see the table above).
How long does a refund take?
After approval, we process refunds within 5 business days. Bank posting time may vary.
Are tickets refundable?
Tickets (air/rail/other transport) and special discount tours may have special refund conditions. Contact support if your booking includes tickets.
When do I need a signed refund letter?
Only in some cases for payment compliance. If requested, use the template above and email it to ad@caj.uz.
