Refunds and changes depend on the rules of the airline, hotel, visa authority and other suppliers in your booking. We explain the conditions before you book and help you through any change.
1. Cancelling a booking
Tell us in writing (WhatsApp or email) as early as possible. Cancellation is processed under the cancellation policy of each supplier in your booking.
2. Advance payments
Whether an advance is refundable depends on the booking conditions and on what has already been paid to suppliers (for example issued tickets, non-refundable hotel nights or submitted visa applications). We tell you the conditions before you pay.
3. Air tickets
Date changes, name corrections, cancellations and refunds follow the fare rules of the airline. Airline penalties and fare differences apply. If an airline cancels a flight, we help you with rebooking or a refund under the airline’s policy.
4. Hotels
Hotel cancellations and date or room changes follow the hotel’s cancellation policy. Some rates, especially in Makkah and Madinah in peak seasons, are non-refundable.
5. Visas
Visa fees and service charges are usually not refundable once an application has been submitted, including when a visa is refused. Where a refund is possible, it follows the rules of the visa authority and the booking conditions.
6. How long refunds take
Refund times depend on the airline, hotel or authority. We pass on refunds as soon as we receive them, to the account the payment came from, with a receipt.