Refund Policy
Our Refund and Cancellation Policy
We are committed to maintaining maximum transparency in cancellations and refunds. For your convenience, our refund policies are detailed below.
1. Booking Cancellation Terms
TL;DR: Cancellations must be in writing. Penalties apply based on timing.
Any cancellation of a Hajj or Umrah package must be submitted in writing. Penalties are determined based on how far in advance of the departure date the cancellation is made.
2. Consumer Rights Protection Act 2009
TL;DR: Your rights are protected under the Consumer Rights Act.
In accordance with the Consumer Rights Protection Act 2009, we ensure transparency in our services and financial transactions. Our refund process fully complies with these legal provisions.
3. Non-refundable Items
TL;DR: Visa, embassy, and biometric fees are strictly non-refundable.
Certain items such as embassy fees, biometric fees, and processing fees are completely non-refundable. These are outlined in the detailed payment schedule.
4. Grievance & DNCRP Escalation
TL;DR: Unresolved disputes can be escalated to the Directorate of National Consumer Rights Protection (DNCRP).
For any refund-related issues, please contact our customer support first. If a resolution is not provided within a reasonable timeframe, consumers retain the right to escalate the matter to the Directorate of National Consumer Rights Protection (DNCRP).
5. Processing Time
TL;DR: Approved refunds take 10-15 business days to process.
Once a refund is approved, it typically takes 10-15 business days to reach your account. We make every effort to expedite the process.