Overview

1. A guest calls to cancel a single-activity mountain biking tour booked for AlUla. Which booking category does this experience fall under for the purpose of applying the refund policy?

A. Category B: Weekend & Multi-Day Trips B. Category C: Bespoke / Custom Itineraries C. Category D: Corporate & Team Building D. Category A: Day Trips & Half-Day Activities

2. When Husaak Adventures must cancel an activity due to safety concerns like high winds or flash flood risks, in what specific order should you offer options to the guest?

A. Ask the guest what they prefer without suggesting an order B. Refund first, then Reschedule, then Swap C. Reschedule first, then Refund, then Discount Voucher D. Reschedule first, then Swap, then Refund

3. According to the SOP, how should frontline staff handle a cancellation request from a corporate client representing a government agency?

A. Apply the Standard Tiered Refund for Category A or B B. Provide an immediate 100% refund since it is a government booking C. Route the message to the assigned Account Manager within 2 hours D. Quote the refund amount based on the timeline, then notify the manager

4. If a guest cancels exactly on the border between two refund tiers (for example, exactly 48 hours before the start time), how does the policy instruct you to calculate the refund?

A. Round the calculation in favor of the guest B. Apply the stricter (lower) refund tier C. Calculate from midnight of the day of the activity D. Refer the guest to the automated online system for calculation

5. A guest who paid using a Mada (Saudi local) card is entitled to a refund. What timeline should you provide for the funds to appear in their account?

A. Instantly via the Mada network B. Within 24 hours of the request C. 5 to 10 working days after internal processing D. 3 to 7 working days after internal processing

Refunds & Cancellation | Frontline

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Overview