Booking Cancellation and Refunds
Updated:
This page explains how to cancel or change a booking, when cancellation fees may apply, how refunds are issued, and what to do if your booking includes tickets or supplier services. Payment and booking confirmation rules are kept short here; full details are on Online Payment and Purchase Terms.
Quick answer
- Cancel 24+ hours before the start time: CAJ.UZ does not charge a cancellation fee.
- Less than 24 hours before the start time: cancellation fees may apply; tickets and special fares may be non-refundable.
- If a refund is approved: it is issued only to the original payer and original payment method; CAJ.UZ processes it within 5 business days.
If you want to change the date, contact us before cancelling. If the question is about payment methods, company invoices or booking confirmation, see Online Payment.
Key rules
- 24 hours or more before the start time: CAJ.UZ does not charge a cancellation fee.
- Less than 24 hours before the start time: cancellation fees may apply.
- Final refundable amount: depends on cancellation time, supplier rules and costs already committed for your booking.
- Refund recipient: only the original payer.
- Refund method: only the original payment method.
How the deadline is calculated
The deadline is based on the start time shown in your confirmation. Unless stated otherwise, deadlines are calculated in Uzbekistan local time (UTC+5).
Cancellation fees
If cancellation happens close to the start time, the following maximum fees may apply:
| Time before start | Possible cancellation fee |
|---|---|
| 23 hours before start | Up to 10% of the tour/service cost |
| 20 hours before start | Up to 20% of the tour/service cost |
| 15 hours before start | Up to 30% of the tour/service cost |
| 10 hours before start | Up to 40% of the tour/service cost |
| 5 hours before start | Up to 50% of the tour/service cost |
| 4 hours or less before start | Up to 100% of the tour/service cost |
“Up to” means the maximum possible fee. The actual amount can depend on tickets, special fares, confirmed supplier services and non-refundable costs.
Transparency: before processing a refund, we confirm the calculation in writing.
How to change or cancel a booking
Contact us and include the key booking details immediately. This helps us find the order, check supplier rules and confirm the next step.
Where to send your request
- Email: ud@caj.uz
- WhatsApp: +998 90 922 30 73
What to include
- Tour/service name and date(s).
- Payer full name and contact used for the booking.
- Order number, receipt, payment screenshot or transaction reference if available.
- If tickets are involved, attach vouchers, confirmations or e-tickets.
If you want to change the date
Contact us before cancelling. Date changes depend on availability and supplier rules, and we confirm possible options in writing.
Payment and booking confirmation notes
Payment options
Standard payment options are Visa / Mastercard, bank transfer by invoice or official bank transfer details, and cash only when confirmed in writing. Full details are on Online Payment.
If payment went through but confirmation has not arrived
Check spam/junk mail and WhatsApp. If you still do not see confirmation, contact us with your name, tour date and approximate payment time.
Company invoice
If you need an invoice for a company, contact us before payment and send company details. Payment and invoice flow is explained on Online Payment.
Exceptions and special cases
Tickets, special fares and supplier services
Airline tickets, railway tickets, transport tickets, special fares and some supplier services follow carrier or supplier rules. They may be partly or fully non-refundable.
No-show, late arrival and unused services
If you may be late or unable to attend, contact us immediately. The closer the start time, the higher the risk of fees. Once a program has started, unused services are not automatically refundable.
Force majeure and events outside reasonable control
For weather, official restrictions, border closures, major transport shutdowns or other events outside reasonable control, we try to minimize losses and handle changes/refunds according to supplier rules and this policy.
Refund processing time
After approval, CAJ.UZ processes refunds within 5 business days (Monday–Friday, excluding public holidays). Your bank or payment provider may take additional time to post the funds.
If a refund is approved but the money has not appeared yet, it may still be pending on the bank side.
Contacts
If the request is urgent, WhatsApp is usually fastest. For refund requests, keep the written record by email as well.
| Question type | Contact |
|---|---|
| Payment, order status, documents | +998 90 922 30 73 / WhatsApp cajourneys@gmail.com |
| Refunds and service questions | ud@caj.uz |
| Signed letter, if requested | ad@caj.uz |
- Contacts page: CAJ.UZ contacts
- Timezone: Uzbekistan time (UTC+5)
FAQ: cancellation and refunds
Direct answers for customers and the CAJ.UZ AI assistant.
What are the cancellation terms?
If you cancel 24 hours or more before the start time, CAJ.UZ does not charge a cancellation fee. If less than 24 hours remain, cancellation fees may apply according to the table on this page.
How do I change or cancel a booking?
Contact CAJ.UZ by WhatsApp or email with the tour/service name, date, payer name and payment or booking reference if available. If you want a date change, contact us before cancelling.
Can I change the booking date?
Sometimes yes, but it depends on availability and supplier rules. There is no automatic date-change rule for all services. We confirm any possible date change in writing.
What is the refund policy?
Approved refunds are issued only to the original payer and only to the original payment method. After approval, CAJ.UZ processes the refund within 5 business days.
What are the refund terms?
The refundable amount depends on the cancellation time, supplier rules, tickets, special fares and costs already committed for the booking.
Can the refund be sent to another card or bank account?
No. The standard rule is refund to the original payer and original payment method only.
What should I do if the start time is close?
Contact us immediately by WhatsApp and send full booking details. The closer the service is to the start time, the higher the risk of cancellation fees or non-refundable supplier costs.
Are tickets and special fares refundable?
Airline tickets, railway tickets, transport tickets and special fares follow the carrier or supplier rules. They may be partly or fully non-refundable.
When is a signed refund letter required?
Usually it is not required. We may request it only in some cases for bank or payment-system compliance.
How do I contact support?
For urgent changes or cancellations, use WhatsApp/phone +998 90 922 30 73. For refunds, email ud@caj.uz. If a signed letter is requested, send it to ad@caj.uz.
Refund request letter template
Use this template only if our team requests a signed letter. Sign it by hand and email a PDF/JPG 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 card digits and transaction/reference ID if available.
REFUND REQUEST LETTER
To: Central Asia Journeys (CAJ.UZ)
Email: ad@caj.uz
I, ____________________________________________ (full name),
confirm that I am the payer/cardholder for the booking below and request a refund according to the CAJ.UZ Return Policy.
1) Booking details
• Tour / service name: _________________________________________
• Tour / service date(s): ______________________________________
• Order / booking number (if available): _______________________
• Traveler name(s), if needed: _________________________________
2) Payment details
• Payment method: Visa / Mastercard (circle one)
• Cardholder name: ____________________________________________
• Last 4 digits of the card: ____ ____ ____ ____
• Payment date (YYYY-MM-DD): _________________________________
• Amount and currency: ________________________________________
• Transaction / reference ID (if available): ___________________
3) Request
• Reason for cancellation (optional): __________________________
______________________________________________________________
• I request the refund to be returned to the original payment method.
4) Confirmations
• I confirm that the information above is correct.
• I understand that tickets and supplier services may have special refund rules and may affect the refundable amount.
• I understand that refunds are issued only to the original payer and original payment method.
Date: _______________________ Handwritten signature: ______________________________
Tip: if you do not know the transaction/reference ID, leave it blank — we can check the payment using booking details.
