Terms &
Conditions

01 Who we are and acceptance of these Terms

1.1 Wenak is a trading brand of Ember Journeys FZCO, a free-zone company registered in Dubai, United Arab Emirates (collectively "Wenak", "we", "us", "our"). These Terms & Conditions ("Terms") govern the relationship between us and any person who books, purchases, gifts, redeems, or benefits from a Wenak surprise trip ("you", "the Customer", "the Traveller").

1.2 By completing a booking, making a payment, redeeming a gift, or otherwise using our website wenak.net (the "Website") or our services, you confirm that you have read, understood, and accepted these Terms in full, on your own behalf and on behalf of every traveller included in your booking.

1.3 If you are booking on behalf of other travellers, you confirm that you are authorised to accept these Terms on their behalf, and that they are bound by these Terms as if they had accepted them personally.

1.4 Minors. You must be at least 18 years old and have full legal capacity to make a booking. Persons under 18 ("Minors") may not register on, transact through, or make any payment on the Website. A Minor may only travel as a beneficiary of a booking made and paid for by an adult, and must be accompanied and authorised in accordance with the law and the requirements of the airline and destination.

1.5 Ownership of the Website. The company named on our registered trade licence, Ember Journeys FZCO, owns, maintains, and operates this Website and is responsible for the services offered through it.

1.6 Sanctions. Wenak will not provide trading or services to any country sanctioned by the Office of Foreign Assets Control (OFAC) of the United States Department of the Treasury, or otherwise subject to applicable trade sanctions or embargoes. You confirm that you are not located in, and are not booking travel to or from, any such country.

02 The nature of a Wenak surprise trip

2.1 A Wenak trip is a leisure travel package in which the destination is deliberately kept secret from the Customer and travellers until shortly before departure. This element of surprise is the essential and defining feature of our service, which you expressly understand and accept when booking.

2.2 A standard Wenak package includes return flights, accommodation for the number of nights booked, and a digital destination guide. The specific inclusions of your package are those displayed on the Website at the time of booking.

2.3 You will not know your destination when you book. Wenak selects your destination from the pool of possible destinations shown on the Website, taking into account your travel dates, departure city, excluded destinations, and availability. Your destination is revealed in your travel documents, which are sent approximately 48 hours before departure.

2.4 By booking, you accept that you cannot and will not choose the specific destination, the airline, the airport, the flight times, or the specific accommodation. You may only choose the options expressly offered during the booking process: departure city, travel dates, number of travellers, hotel tier, excluded destinations, and any paid add-ons offered at the time.

2.5 You accept that the surprise nature of the trip means it is offered purely for leisure and enjoyment of the experience.

03 Booking process

3.1 Bookings can only be made through the Website. Wenak has no branches, agents, or intermediaries, and will not accept bookings made through any other channel.

3.2 During booking you will select: who the trip is for (yourself or as a gift), your departure city, the number of travellers, your travel dates, your hotel tier, and any destinations you wish to exclude (up to the number permitted).

3.3 You are solely responsible for the accuracy of all information you provide, including traveller names (which must exactly match each traveller's passport), contact details, dates, and excluded destinations. Wenak is not responsible for any consequence, including denied boarding or denied entry, arising from inaccurate, incomplete, or false information you provide.

3.4 After booking, you will be asked to provide each traveller's passport and personal details through a secure link, so that we can arrange your trip. You must complete these details promptly. If they are not provided in time, we may be unable to arrange your trip, and clause 5 (cancellations and refunds) will apply.

3.5 A booking is confirmed only once Wenak has confirmed it to you by email and full payment has been received. Until then, no contract exists and prices and availability are not guaranteed.

3.6 Wenak reserves the right to refuse or cancel any booking, before confirmation, at its sole discretion, including where there is suspected fraud, a pricing error, unavailability, or a breach of these Terms. In such a case, any amount already paid for that booking will be refunded in full and Wenak will have no further liability.

04 Prices and payment

4.1 Prices are displayed on the Website in Saudi Riyals (SAR) or United Arab Emirates Dirhams (AED) depending on your location, and are quoted per person unless stated otherwise.

4.2 The price of your trip includes only the items expressly listed as included for your package. Everything not expressly listed is excluded and is your responsibility, including without limitation: meals and drinks, airport transfers, checked baggage beyond the included allowance, seat selection, tourist taxes charged locally, travel insurance, visa or travel-authorisation fees, additional nights, and any personal expenses.

4.3 Optional add-ons (such as additional excluded destinations, extra nights, or activity packages) are charged at the prices shown on the Website at the time of booking.

4.4 Full payment is required to confirm a booking. Wenak does not store your card details; payments are processed by third-party payment providers subject to their own terms.

4.5 You confirm that you are the lawful holder of the payment method used, or that you are authorised to use it. Any booking made with a false identity, false traveller details, or a stolen or unauthorised payment method will be reported to the competent authorities, and Wenak reserves all legal remedies.

4.6 Accepted payment methods and currencies. We accept Visa, Mastercard, Mada, Apple Pay, and Tabby. Prices and payments are processed in Saudi Riyals (SAR) or United Arab Emirates Dirhams (AED). Card payments are handled by a secure, PCI-compliant third-party payment gateway; Wenak does not store your card details and does not pass them to any other third party.

4.7 Checkout price equals your receipt. The price and currency shown to you at checkout are the price and currency you agree to pay, and are the same price and currency stated on your transaction receipt. Your payment is charged in the currency of your card. Where your card is issued in a different currency, your bank or card issuer may convert the amount at its own exchange rate, which is outside our control.

4.8 Keep your records. As the cardholder, you should retain a copy of your transaction records and of Wenak's policies and terms (including this document, the Refund Policy, and the Cancellation Policy).

05 Cancellations, changes, and refunds

5.1 Free cancellation within 24 hours. You may cancel your booking free of charge within 24 hours of the booking being confirmed, provided that Wenak has not yet booked your flights or accommodation. In that case you will receive a full refund.

5.2 After 24 hours, or once arrangements have begun. Because of the nature of our service, Wenak begins committing to flights, accommodation, and other services on your behalf shortly after booking. Once 24 hours have passed, or once Wenak has begun booking your trip (whichever is earlier), your booking is no longer freely cancellable. If you cancel after that point, or fail to travel for any reason, any refund is limited to the amounts Wenak is genuinely able to recover from airlines, hotels, and other suppliers under their own conditions, less any costs already incurred and non-recoverable. In many cases, airline and hotel bookings are non-refundable, which means little or no refund may be possible.

5.3 We do our best for you. Where a cancellation occurs, Wenak will make reasonable efforts to recover and refund as much as the supplier conditions for your specific trip allow. The recoverable amount depends entirely on the conditions of the flights and accommodation booked for your trip.

5.4 Changes. Any change to travel dates, traveller names, or other booking details after confirmation may not be possible, and where permitted may incur charges imposed by airlines, hotels, and other suppliers, which you must pay in full.

5.5 Reasons personal to you. If you cancel, fail to travel, miss your flight, or are unable to travel for any reason personal to you, including illness, personal or family emergencies, work commitments, visa or document problems, or change of mind, clauses 5.2 and 5.3 apply. No additional refund, credit, or compensation is due.

5.6 If Wenak cancels your trip. If Wenak cancels a confirmed trip for reasons attributable to Wenak (and not due to events outside our reasonable control), you will be refunded all amounts paid for that trip. This refund is the full extent of Wenak's liability, and Wenak will not be liable for any additional or consequential losses.

06 Your responsibilities as a traveller

6.1 Travel documents. You are solely responsible for ensuring that every traveller holds a valid passport, with at least six months' validity beyond the travel dates, and any visa, travel authorisation, or other document required for entry to any of the possible destinations in your pool.

6.2 Visas are your responsibility. Whether a traveller needs a visa depends on their passport nationality. Where a visa is required, obtaining it is the traveller's responsibility. After you provide traveller details, we will let you know if a visa is likely to be needed and send you a guide to help. If you need a visa and do not already hold one, you should begin your application as soon as possible and contact us within 14 days of booking. Wenak does not submit, guarantee, or take responsibility for any visa or authorisation application, and no refund is due if a traveller is unable to travel because a required visa or document was not obtained in time. Clause 5 applies.

6.3 Excluded destinations. If a traveller cannot enter a particular destination for any reason (nationality, visa, documentation, health, or personal circumstances), it is your responsibility to exclude that destination during booking using the exclusion option. Wenak is not responsible if you are assigned a destination you failed to exclude and are then unable to travel to it, and clause 5 applies.

6.4 Health and fitness to travel. You are responsible for ensuring each traveller is fit to travel, for carrying necessary medication and medical documentation, for any required vaccinations, and for arranging appropriate travel and medical insurance. Wenak strongly recommends comprehensive travel insurance for every traveller.

6.5 Conduct. Travellers must comply with all rules of airlines, airports, accommodation providers, and the laws of the destination country, and must behave appropriately. Any consequence of misconduct, including denied boarding, removal, fines, or additional charges, is the traveller's sole responsibility.

6.6 Timeliness. Travellers are responsible for arriving at airports in good time, completing check-in and boarding within the required deadlines, and arranging their own transport to and from airports and accommodation unless expressly included.

6.7 Reviewing documents. You must review your travel documents immediately upon receipt and notify Wenak without delay of any error or discrepancy.

6.8 Confidentiality of your booking. You are responsible for maintaining the confidentiality of your booking reference, any gift code, and any secure link or credentials we provide to you, and for all activity carried out under them. Do not share them with anyone you do not intend to give access to your booking.

07 Flights, accommodation, and suppliers

7.1 Flights are operated by third-party airlines and accommodation is provided by third-party establishments. These suppliers are not controlled by Wenak and have their own terms and conditions, which apply to you and which you accept by travelling.

7.2 Wenak books flights in economy class with a checked baggage allowance included. Baggage policies, seat allocation, and onboard services are otherwise set by the airline. Seat selection is not guaranteed and may not place group members together.

7.3 Accommodation is booked at the hotel tier you selected (4-star or 5-star, indicative ratings that vary by country), located within reasonable access of the destination city. Where a group travels together, travellers may share rooms according to the number of rooms booked for the group.

7.4 Delays, cancellations, and supplier failures. Wenak is not liable for flight delays, cancellations, schedule changes, overbooking, or service failures caused by airlines, hotels, or other suppliers. Your rights in such cases are against the supplier concerned and under applicable passenger-rights regulations. Wenak will provide reasonable assistance where it can but assumes no liability for such events.

7.5 Events outside our control (force majeure). Wenak is not liable for any failure or delay caused by events beyond its reasonable control, including but not limited to weather, natural disasters, pandemics or epidemics, government action, border closures, strikes, war, terrorism, civil unrest, or airline or airport disruption.

08 Limitation of liability

8.1 To the maximum extent permitted by applicable law, Wenak's total liability arising out of or in connection with any booking shall not exceed the total amount paid by the Customer for that booking.

8.2 Wenak shall not be liable for any indirect, incidental, or consequential loss, including loss of enjoyment, loss of opportunity, missed connections, or expenses incurred at the destination.

8.3 Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable law, including liability for death or personal injury caused by Wenak's proven negligence.

8.4 Wenak acts as an organiser and intermediary arranging travel services provided by third-party suppliers, and its responsibility is limited accordingly.

09 Gift bookings

9.1 A Wenak gift entitles the recipient to a surprise trip subject to these Terms. Gifts are non-refundable and cannot be exchanged for cash.

9.2 Unless stated otherwise at the time of purchase, a gift must be redeemed (a booking completed) within 12 months of purchase. After expiry, the gift has no value and no refund is due.

9.3 The recipient selects their own travel dates and traveller details at redemption, subject to availability, and accepts these Terms upon redemption. Any price difference for chosen dates or add-ons at redemption is payable by the person redeeming the gift.

10 Privacy and data

10.1 Wenak collects and processes personal data (such as names, contact details, passport details, and traveller information) only to arrange and deliver your trip and to communicate with you.

10.2 Traveller passport and personal details are collected through a secure link and are accessed only to arrange your trip. Wenak treats this information as confidential.

10.3 You consent to Wenak contacting you by email, and by phone or messaging where you have provided those details, regarding your booking and enquiries, including where you begin but do not complete a booking.

10.4 Wenak will handle personal data in accordance with applicable data-protection law and its Privacy Policy.

11 Intellectual property

11.1 The Wenak name, logo, brand, website content, and design are the property of Ember Journeys FZCO and may not be used, copied, or reproduced without written permission.

12 Complaints

12.1 If something goes wrong during your trip, contact Wenak as soon as possible by email so we can try to assist. Any formal complaint should be submitted in writing to support@wenak.net within 30 days of returning from your trip.

13 Changes to these Terms

13.1 Wenak may update these Terms from time to time. The version that applies to your booking is the version published on the Website at the time you make that booking.

13.2 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force.

14 Governing law and jurisdiction

14.1 Country of domicile. The United Arab Emirates is our country of domicile. These Terms and any booking are governed by the local laws of the United Arab Emirates.

14.2 Any purchase, transaction, dispute, or claim arising out of or in connection with your use of the Website or our services is governed by the laws of the United Arab Emirates and shall be subject to the exclusive jurisdiction of the competent courts of the United Arab Emirates.

15 Refund policy

15.1 When a refund is due. If you cancel free of charge within 24 hours of your booking being confirmed, and we have not yet booked your flights or accommodation, you receive a full refund. After that point your booking is no longer freely cancellable, and any refund is limited to the amounts we can genuinely recover from airlines, hotels, and other suppliers under their own conditions, less non-recoverable costs already incurred. Many airline and hotel bookings are non-refundable, so in some cases little or no refund is possible. If Wenak cancels a confirmed trip for reasons attributable to us, you receive a full refund of all amounts paid for that trip. The full return, refund, and cancellation conditions are those in clause 5 and clause 16 of these Terms.

15.2 How refunds are paid. All approved refunds are credited back to the original payment method used for the purchase. We do not refund to a different card, account, or by cash. Refunds are made in the original transaction currency (SAR or AED). No debit or credit card details are passed to any third party during this process.

15.3 How long refunds take. Once approved, a refund is processed within 10 to 45 days depending on your issuing bank. The exact timing is determined by your card issuer or bank and is outside our control.

15.4 Gifts. Gift purchases are non-refundable and cannot be exchanged for cash. A gift is valid for 12 months from purchase, after which it has no value and no refund is due. Once a gift has been redeemed into a booking, the conditions above apply to that booking.

15.5 How to request a refund. Contact us as early as possible at support@wenak.net or on WhatsApp at +971 50 910 3435, quoting your booking reference. We will confirm what refund, if any, is available under the conditions above and process it promptly.

16 Cancellation policy

16.1 When you can cancel. You may cancel your booking free of charge within 24 hours of it being confirmed, provided we have not yet booked your flights or accommodation, in which case you receive a full refund. Because of the nature of a surprise trip, we begin committing to flights, accommodation, and other services on your behalf shortly after booking. Once 24 hours have passed, or once we have begun booking your trip (whichever is earlier), your booking is no longer freely cancellable. If you cancel after that point, or do not travel for any reason, any refund is limited to what we can genuinely recover from suppliers under their own conditions, less non-recoverable costs already incurred.

16.2 Reasons personal to you. If you cancel, miss your flight, or cannot travel for any reason personal to you, including illness, emergencies, work, visa or document problems, or a change of mind, clause 16.1 applies and no additional refund, credit, or compensation is due.

16.3 Changes to a booking. Any change to travel dates, traveller names, or other booking details after confirmation may not be possible, and where permitted may incur charges imposed by airlines, hotels, and other suppliers, which you must pay in full. Traveller names must exactly match each traveller's passport.

16.4 If Wenak cancels your trip. If we cancel a confirmed trip for reasons attributable to us, and not due to events outside our reasonable control, you receive a full refund of all amounts paid for that trip. This refund is the full extent of our liability, and we are not liable for any additional or consequential losses.

16.5 Your card details. No debit or credit card details are passed to any third party in connection with a cancellation or its refund. Card payments and any refunds are handled only through our secure, PCI-compliant payment gateway, and approved refunds are always returned to your original payment method.

16.6 How to cancel. Contact us as early as possible at support@wenak.net or on WhatsApp at +971 50 910 3435, quoting your booking reference. The timing of your request determines what refund, if any, is available under the conditions above.

17 Delivery and booking confirmation

17.1 We sell travel services, not physical goods. Wenak sells surprise leisure travel packages, which are travel services. Nothing is physically shipped or couriered to you. There is therefore no physical delivery, shipping fee, or delivery timeframe for a parcel. What you receive is electronic confirmation and, in due course, your travel documents.

17.2 Your booking confirmation. As soon as your booking is placed and your payment is successful, we send a booking confirmation by email immediately, to the email address you provided at checkout. It contains your unique booking reference and a summary of what you purchased. If you bought a gift, the gift confirmation and gift code are emailed to the purchaser immediately in the same way.

17.3 Your payment confirmation. Your successful payment is confirmed at the same time, immediately after the transaction, by the on-screen confirmation and the confirmation email. The amount and currency shown to you at checkout are the amount and currency charged to your card and stated on your transaction receipt. Please retain a copy of your transaction record.

17.4 Travel documents and the reveal. Because Wenak is a surprise-travel service, your destination and full travel documents are delivered by email approximately 48 hours before departure. After booking, you will also receive a secure link to provide each traveller's details, which we need in order to issue those documents.

17.5 If you do not receive your confirmation. If a confirmation email does not arrive within a few minutes, please check your spam or junk folder, then contact us at support@wenak.net or on WhatsApp at +971 50 910 3435 and we will resend it.

18 Contact

Ember Journeys FZCO (trading as Wenak)

Website: wenak.net

Email: support@wenak.net

Phone and WhatsApp: +971 50 910 3435

P.O. Box: 342058

Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates

Country of domicile: United Arab Emirates