Refund and Cancellation Policy
Understand your cancellation options and refund eligibility
Last Updated: December 18, 2024
1. Introduction
This Refund and Cancellation Policy governs the terms under which refunds and cancellations are processed on the Hajj & Umrah Platform. This policy should be read in conjunction with our Terms of Service and Privacy Policy.
Important: Refund eligibility depends on multiple factors including booking type, timing, vendor policies, and circumstances of cancellation.
2. Key Definitions
Booking Date
The date when your booking is confirmed and payment is processed
Travel Date
The scheduled departure date for your Hajj or Umrah package
Cancellation Date
The date when cancellation request is received
Cancellation Window
The time period between cancellation and travel date
Service Fee
Platform commission charged for facilitating the booking
Processing Fee
Administrative fee for payment processing
3. Types of Cancellations
3.1 User-Initiated Cancellation
When you cancel a booking voluntarily
3.2 Vendor-Initiated Cancellation
When the vendor cancels due to unavailability or other reasons
3.3 Platform-Initiated Cancellation
When we cancel due to fraud, payment issues, or force majeure
3.4 Automatic Cancellation
When booking requirements are not met (e.g., payment failure, missing documentation)
4. User-Initiated Cancellation Policy
4.1 Cancellation Tiers Based on Timing
Tier 1: Early Cancellation (90+ days before travel)
Refund Amount
85% of total booking amount
Processing Time
7-14 business days
Non-Refundable
- 10% platform service fee
- 5% payment processing fee
Tier 2: Standard Cancellation (60-89 days before travel)
Refund Amount
70% of total booking amount
Processing Time
10-14 business days
Non-Refundable
- 10% platform service fee
- 5% payment processing fee
- 15% vendor cancellation fee
Tier 3: Late Cancellation (30-59 days before travel)
Refund Amount
50% of total booking amount
Processing Time
14-21 business days
Non-Refundable
- 10% platform service fee
- 5% payment processing fee
- 35% vendor cancellation fee
Tier 4: Very Late Cancellation (15-29 days before travel)
Refund Amount
25% of total booking amount
Processing Time
14-21 business days
Non-Refundable
- 10% platform service fee
- 5% payment processing fee
- 60% vendor cancellation fee
Tier 5: Last-Minute Cancellation (0-14 days before travel)
Refund Amount
Non-Refundable (0% refund in most cases)
Exceptions
- Medical emergency with documentation
- Visa denial (with official documentation)
- Death of immediate family member
- Force majeure events
4.2 Non-Refundable Bookings
Certain packages are marked as "Non-Refundable" at the time of booking:
- No refunds under any circumstances except force majeure
- Typically offered at discounted rates (10-30% below standard pricing)
- Clearly marked during booking process
- Exceptions: Death, serious medical emergency (with hospital documentation), visa denial
5. Vendor-Initiated Cancellation Policy
5.1 Full Refund Scenarios
If a vendor cancels your booking, you are entitled to:
- 100% refund of all amounts paid (including service fees and processing fees)
- Refund Timeline: 5-10 business days
- Alternative Package: Vendor may offer alternative dates or packages
- Compensation: Platform may offer credit voucher for future bookings
- No Penalties: You will not be charged any cancellation fees
5.2 Alternative Arrangements
Vendors may offer:
- Comparable Package: Similar package at the same price
- Upgrade: Better package at the same price
- Date Change: Different travel dates without penalty
- Credit: Full credit toward future booking with extended validity
You have the right to Accept the alternative arrangement without additional cost or Decline and receive full refund instead.
6. Platform-Initiated Cancellation Policy
6.1 Fraud or Violation
We may cancel bookings due to:
- Fraudulent payment information
- Violation of Terms of Service
- Abusive behavior toward vendors or staff
- Misrepresentation of traveler information
Refund Policy for Fraud/Violation:
- No refund for fraudulent bookings
- Partial refund at our discretion for policy violations
- Full refund if violation is disputed and resolved in user's favor
6.3 Force Majeure
We may cancel bookings due to:
- Natural disasters (earthquakes, floods, pandemics)
- War, terrorism, or civil unrest
- Government travel bans or restrictions
- Closure of holy sites
- Any event beyond our reasonable control
Refund Policy for Force Majeure:
- Full refund of all amounts paid (including all fees)
- Timeline: May be extended to 30-45 days due to high volume
- Rebooking Option: Credit voucher with 24-month validity
- Travel Insurance: We recommend purchasing travel insurance for such events
7. Booking Modifications (Not Cancellation)
7.1 Date Changes
| Timing | Modification Fee |
|---|---|
| More than 90 days before travel | Free (subject to availability) |
| 60-89 days before travel | $100 USD + price difference |
| 30-59 days before travel | $250 USD + price difference |
| Less than 30 days before travel | Not permitted (full cancellation required) |
7.2 Traveler Information Changes
- Name correction (minor spelling): Free within 48 hours of booking
- Name change (different person): Treated as cancellation + new booking
- Passport updates: Free until 30 days before travel
- Emergency contact changes: Free at any time
8. Refund Process
8.1 How to Request Refund
- Login to your account at https://platform.hajjumrah.com
- Navigate to "My Bookings"
- Select the booking to cancel
- Click "Request Cancellation"
- Choose cancellation reason from dropdown
- Upload supporting documentation (if applicable)
- Review refund amount calculation
- Confirm cancellation request
- Receive confirmation email with request ID
Alternative Methods:
- Email: support@hajjumrah.com with booking ID and reason
- Phone: Call customer support during business hours
- Chat: Use live chat on website (Monday-Friday, 9 AM - 5 PM)
8.2 Required Documentation
Depending on cancellation reason, you may need:
- Medical Emergency: Hospital admission letter, doctor's note, medical certificate
- Visa Denial: Official visa rejection letter from consulate/embassy
- Death: Death certificate, proof of relationship
- Force Majeure: Official government notice, travel advisory, news reports
9. Special Circumstances
9.1 Medical Emergency
If you cannot travel due to serious medical emergency:
- Submit doctor's note or hospitalization letter
- Refund processed under Tier 1 or 2 (regardless of timing) if approved
- Review: 10-14 business days + standard refund timeline
9.2 Visa Denial
If your visa application is denied:
- Documentation: Official rejection letter from consulate/embassy
- Refund: 90% of total amount (processing fees non-refundable)
- Must provide proof of timely application
- Visa denial must be reported within 48 hours of receiving notice
9.3 Natural Disasters and Pandemics
During declared emergencies:
- Full Refund: 100% refund if travel is impossible
- Rebooking: Free rebooking for up to 24 months
- Credit Voucher: 110% credit voucher (additional 10% bonus)
- Extended Timeline: Refund processing may take 30-60 days due to volume
9.5 Vendor Bankruptcy or Closure
If vendor ceases operations:
- Platform Guarantee: We guarantee refund or alternative arrangement
- Platform holds vendor payments in escrow until travel completion
- We will arrange comparable package with different vendor
- Full refund if alternative is not acceptable
- Priority: Immediate processing within 5-7 business days
10. Disputes and Appeals
10.1 Disputing Refund Amount
If you disagree with refund calculation:
- Contact Support: Email disputes@hajjumrah.com with booking ID
- Provide Evidence: Submit any relevant documentation
- Review Process: Senior support team reviews within 5 business days
- Resolution: Final decision communicated via email
- Escalation: Can escalate to management if not resolved
10.3 Chargebacks
We strongly discourage chargebacks. Contact us first.
If you initiate a chargeback:
- Account Suspension: Immediate suspension pending investigation
- No Platform Refund: We will contest chargeback with evidence
- Fees: You may be liable for chargeback fees ($25-100 USD)
- Ban: Account may be permanently banned for fraudulent chargebacks
Proper Process: Contact support first, submit dispute, allow 14 days for resolution
11. Fees and Charges
11.1 Non-Refundable Fees (Always Retained)
| Payment Method | Fee |
|---|---|
| Credit/Debit Card | 2.9% + $0.30 |
| PayPal | 3.5% + $0.30 |
| Bank Transfer | $10-25 fixed fee |
| Digital Wallets | 3% + $0.50 |
11.2 Platform Service Fee
Standard Bookings: 10% of booking amount
Refundable In:
- Vendor-initiated cancellations
- Platform-initiated cancellations (our fault)
- Force majeure events
Non-Refundable In:
- User-initiated cancellations (all tiers)
- Fraud or Terms violation
- No-show situations
12. No-Show Policy
12.1 What Constitutes No-Show
- Missed Departure: Not present at departure point at scheduled time
- No Contact: Did not contact vendor or platform before travel date
- Unprepared: Missing required documents (passport, visa) at departure
- Voluntary: Chose not to travel without cancelling
12.2 No-Show Consequences
- No Refund: 0% refund of all amounts
- All Fees Charged: Platform service fee, payment processing fee, and full vendor fee retained
- No Rescheduling: Cannot reschedule to future dates
- Account Impact: May affect future booking ability
12.3 No-Show Exceptions
Refund may be granted if:
- Emergency: Documented medical emergency on travel day
- Accident: Travel accident preventing departure (police report required)
- Force Majeure: Natural disaster, sudden travel ban
- Platform Error: Our system error caused missed departure
13. Travel Insurance
We strongly recommend purchasing travel insurance
Recommended Coverage:
- Trip Cancellation: Covers cancellation for covered reasons
- Medical Emergency: Covers medical evacuation and treatment
- Trip Interruption: Covers early return home
- Baggage Loss: Covers lost or delayed luggage
- Travel Delays: Covers additional expenses from delays
13.2 Platform Insurance Partner
We offer optional insurance through our partner:
- Comprehensive Coverage: All major risks covered
- Competitive Rates: 5-8% of trip cost
- Easy Claims: Direct claims through platform
- 24/7 Support: Emergency assistance hotline
14. Refund FAQs
Q1: How long does a refund take?
7-30 days depending on cancellation tier and payment method. Most refunds complete within 14 business days.
Q2: Will I get a full refund if I cancel 100 days before travel?
You'll receive 85% refund. The 15% covers platform service fee (10%) and payment processing fee (5%).
Q3: What if the vendor goes out of business?
Platform guarantees your refund. We hold vendor payments in escrow and will refund you or arrange alternative package.
Q4: Can I cancel just one person from a group booking?
Yes, partial cancellations are allowed. Refund is calculated per person based on applicable tier.
Q5: What happens if I miss my flight?
Considered a no-show unless you have valid documentation of emergency. No refund in most cases.
15. Contact and Support
Cancellation and Refund Support
Email: refunds@hajjumrah.com
General Support: support@hajjumrah.com
Live Chat: Available on website (Monday-Friday, 9 AM - 5 PM)
Response Times:
- Email: 24-48 hours
- Phone: Immediate during business hours
- Live Chat: Immediate during business hours
Emergency Cancellation
For emergency cancellations within 24 hours of travel, contact our 24/7 emergency hotline.
Platform Protection Guarantee
We stand behind our service. If you are not satisfied with how your refund was handled, contact us at escalations@hajjumrah.com for executive review.
By making a booking on the Hajj & Umrah Platform, you acknowledge that you have read, understood, and agree to this Refund and Cancellation Policy.