FAQ

Information about Onyxum bookings

Onyxum offers hotel points which can be used toward booking hotels all around the world. Onxyum Hotel Points are travel credits you can use towards bookings made with Onyxum for hotel lodging reservations. Onyxum Hotel Points are priced in US Dollars, each Hotel point is equal to 1 US dollar.

Hotel suggestions range from 3 to 5-star hotels. At Onyxum, we have made it our mission to provide our customers with the very best service delivery in the selection of available accommodation. Having created reliable and incredible partnerships with leading providers in accommodation, we go the extra mile to make your vacation and time away, a memorable one.

Onyxum has launched a feature to make the booking process easier and more advanced. Consequently, you are able to:
  • Book your preferred hotel online via your Onyxum Booking platform
  • View the Package information
  • View all previous bookings, the number of nights used as well as those remaining - or the remaining Points.

Yes - when a customer requests a refund within the specified guarantee period for an Onyxum product or service, the following refund policies may apply:
  • Full refund: if the request is made within 21 days of the purchase date, the customer will receive a full refund.
  • The fund will be transferred to the user’s Onyxum account within 1 business days via Ewallet.
  • Customers may be asked to submit a purchase receipt to be eligible for a refund.
  • The refund policy will not be applicable if the customer has already booked their hotel accommodation.

To request a refund, please send a ticket via your Onyxum Account or send an email to [email protected] with subject of “Refund” within 21 days of purchase date.

It takes up to 1 business days to process refund requests.

The rights to use the reservations included in a package can be given to first degree relatives (A first-degree relative is one's child, sibling or parent) by paying a fee equivalent to 10% of the reservation price for each reservation. The package is, however, strictly NOT FOR RESALE or for other commercial purposes. (Minimum fee amount is 10 USD)

Each room can be occupied by only those people whose name are on the hotel voucher.

Members of the WTO (World Trade Organization)

Yes; however, in some locations where the number of hotels is low, your options may be limited or there may not be any availability. 

 

For creating a new request, simply go to the "Support" section in the main menu and click on "New Ticket". You must then complete the following steps:

1- Specify the subject for your request.

2- Write your request in the content section.

3- If you need to send a file, use the file section.

4. Click Send.

Our specialists will then do their best to help you and resolve any issues you may have encountered.

To follow up with your support request, go to the "My Tickets" section. In this section, you can see if a support agent has sent you a reply or not. If you want to answer, you can reply right away. The entire conversation will be consolidated in one place; this will allow greater efficiency and ease for you to access all conversations with just a few clicks.

For each Ticket, there are three different statuses:

1- RED: Waiting for the operator’s response

2- YELLOW: Waiting for the user’s reply

3- GREEN: The request has been completed.

All your support requests will be saved on the platform for as long as you maintain an account with Onyxum; you will, therefore, never lose any information or conversation and will be able to access them at any given time.