This policy explains what happens when a booking is changed or cancelled and how refunds are paid. It forms part of our terms and conditions.
Before we confirm
A request is free. If you change your mind before we confirm your booking, there is nothing to pay and nothing to refund.
If you cancel a confirmed booking
- The cancellation terms on your confirmation apply. They come from each supplier: many hotels and experiences can be cancelled free of charge until a set date; after that a fee applies.
- We refund what you paid, less the charges the suppliers make and any service fee shown on your confirmation.
- Tell us in writing (email or WhatsApp) with your request reference. The time we receive your message counts.
What cannot be refunded
- Rates marked non-refundable when you booked.
- Visa, Nusuk and permit fees once the application has been submitted.
- Flight tickets, except as the airline's fare rules allow.
- Event tickets and eSIMs once issued or activated.
- Services you do not use or arrive too late for (no-show).
Umrah packages
- Your Umrah confirmation sets out the cancellation charges for your departure.
- The deposit is refunded less the costs already incurred, such as visa fees and non-refundable hotel nights.
- If your visa is refused, we refund everything except the visa fee and any costs the suppliers will not return.
If we or a supplier cancel
If we have to cancel a service, or a supplier cancels it, you choose between a comparable alternative and a full refund of what you paid for that service.
Changes
We try to make changes without extra cost. When a supplier charges for a change, or the new service costs more, we tell you the amount before we make it.
How refunds are paid
- We confirm the refund amount in writing before paying it.
- Refunds go back by the method you used to pay, to the same account where possible.
- Processing time: we send the refund within 14 days of approval.
- Bank charges and currency differences outside our control may reduce the amount you receive.