Our Refund & Return Policy – Honest, Fair and Straightforward

At Umrah Hajj Travels, we understand that travel plans change. Flights get rescheduled. Visa applications get delayed. Family emergencies happen. And sometimes especially when planning a journey as significant and complex as Umrah or Hajj things simply do not go according to plan, no matter how carefully you have prepared.

We have written this Refund and Return Policy to be as clear, fair, and straightforward as possible. We are not a faceless corporation with a call centre and a complex dispute process. We are a small, dedicated transport company that serves Umrah and Hajj pilgrims across Saudi Arabia, and we treat every refund request the same way we would want to be treated ourselves with honesty, speed, and genuine human understanding.

This policy applies to all bookings made with Umrah Hajj Travels whether you booked via our website at umrahhajjtravels.com, through WhatsApp, by phone, or by email. Please read it carefully before making a booking so you understand exactly what to expect if your plans change.

Understanding Our Service – Why Refund Policies Matter for Transport

Unlike a physical product that can be returned to a shelf, a taxi or transport booking involves real costs the moment it is confirmed. When you book a private taxi from Jeddah Airport to Makkah, or a full day Makkah Ziyarat tour, or an intercity transfer from Makkah to Madinah, we immediately begin allocating resources on your behalf.

A driver is reserved for your date and time. A vehicle is scheduled and prepared. Other bookings may be declined for that same vehicle and time slot because it is already committed to your journey. These are real costs that exist from the moment your booking is confirmed which is why our refund policy reflects both the timing of your cancellation and the costs we have already incurred on your behalf.

We believe in being completely transparent about this because we want every pilgrim to book with confidence, knowing exactly what the refund terms are before any money changes hands.

Full Refund Policy – Cancellations by the Passenger

The timing of your cancellation determines the refund amount you are entitled to. Below is our complete refund schedule for all cancellations made by the passenger.

Cancellation More Than 72 Hours Before the Journey — Full Refund

If you cancel your booking more than 72 hours before your scheduled pickup time, you are entitled to a full refund of any amount paid. No questions asked, no deductions, no administrative fees. We understand that plans change and we want early cancellations to be completely risk-free for our passengers.

Refunds for early cancellations are processed within 5 to 7 business days of the cancellation confirmation. You will receive a confirmation message via WhatsApp or email once the refund has been initiated.

Cancellation Between 48 and 72 Hours Before the Journey — 75% Refund

If you cancel your booking between 48 and 72 hours before your scheduled pickup time, you are entitled to a refund of 75% of the total fare paid. A 25% cancellation fee applies to cover the administrative and preparation costs already incurred at this stage of the booking.

At this point in the booking process, your driver has typically been assigned, your vehicle has been scheduled, and preliminary journey preparations have been made. The 25% retention reflects these real costs rather than being an arbitrary penalty.

Cancellation Between 24 and 48 Hours Before the Journey — 50% Refund

If you cancel your booking between 24 and 48 hours before your scheduled pickup time, you are entitled to a refund of 50% of the total fare paid. A 50% cancellation fee applies at this stage.

Within 48 hours of a journey, your driver has been fully confirmed, the vehicle has been prepared and allocated, and we have typically turned away other booking requests for that time slot. The 50% retention covers these committed costs honestly and fairly.

Cancellation Less Than 24 Hours Before the Journey — No Refund

If you cancel your booking less than 24 hours before your scheduled pickup time, no refund is available. The full fare is retained by Umrah Hajj Travels.

We apply this policy because within 24 hours of a journey, our driver is fully committed to your booking and is preparing for your pickup. It is virtually impossible for us to fill that time slot with another passenger at such short notice. The full fare retention reflects the genuine financial loss we incur when a last-minute cancellation occurs.

If you are facing an emergency situation within this 24-hour window, please contact us immediately via WhatsApp. While we cannot guarantee a refund in these circumstances, we will always try to find a compassionate solution including rescheduling your journey to a later date at no additional cost where possible.

No-Show — No Refund

If your driver arrives at the agreed pickup location at the agreed time and the passenger does not appear and we are unable to reach you by phone or WhatsApp within the free waiting period the booking will be treated as a no-show and the full fare will be retained.

The free waiting period for airport pickups is 60 minutes from the time your flight lands. The free waiting period for all other pickups is 15 minutes from the agreed pickup time.

If you are running late, delayed in immigration, or have encountered an unexpected situation, please contact us or your driver directly as soon as possible. In most cases we can accommodate reasonable delays without treating the booking as a no-show, provided we are informed promptly.

Special Circumstances – Ramadan, Hajj Season and Peak Periods

During Ramadan, Hajj season, and other peak Umrah periods, demand for our vehicles and drivers is significantly higher than at other times of the year. During these periods, the following adjusted cancellation terms apply:

Cancellation More Than 7 Days Before the Journey — Full Refund During peak seasons, cancellations made more than 7 days in advance receive a full refund with no deductions.

Cancellation Between 3 and 7 Days Before the Journey — 50% Refund Cancellations made between 3 and 7 days before the journey during peak season receive a 50% refund.

Cancellation Less Than 3 Days Before the Journey — No Refund During peak seasons, cancellations made less than 3 days before the journey are non-refundable.

We communicate these peak season terms clearly at the time of booking so there are never any surprises. If you are booking during Ramadan or Hajj season, we will confirm which terms apply to your specific booking in writing before you make any payment.

Refunds for Cancellations Made by Umrah Hajj Travels

In the rare and unfortunate event that Umrah Hajj Travels needs to cancel your booking due to a vehicle breakdown, a driver emergency, severe weather conditions, or any other circumstance beyond our control you are entitled to a full refund of any amount paid, processed within 3 to 5 business days.

In all such cases, we will:

Contact you as early as possible never at the last minute if it can be avoided, so you have time to make alternative arrangements.

Actively try to arrange an alternative vehicle and driver to fulfil your booking at the originally agreed fare before resorting to cancellation. A cancellation on our side is always a last resort, not a first response.

Process your full refund promptly and confirm it in writing via WhatsApp or email with no deductions of any kind.

Offer you a priority booking and a discount on your next journey with us as a gesture of goodwill for the inconvenience caused.

We take our responsibility to confirmed passengers extremely seriously. A cancellation by us is something we work very hard to avoid, and in the rare cases where it does occur, we handle it with complete accountability and speed.

Journey Disruptions – Partial Refunds and Compensation

There are certain situations during a journey where a partial refund or compensation may be appropriate. These are assessed on a case-by-case basis and handled with fairness and common sense.

Vehicle Breakdown During the Journey In the unlikely event that your vehicle breaks down during the journey and we are unable to provide a replacement vehicle within a reasonable time typically 45 to 60 minutes you are entitled to a partial refund proportional to the portion of the journey not completed. If the breakdown occurs at the beginning of the journey, the refund will be close to the full fare. If it occurs near the end of the journey, the refund will reflect the small remaining distance.

Significant Driver Delay — Our Fault If your driver is significantly late for your pickup more than 45 minutes late — due to reasons on our side, and this causes you a material inconvenience such as missing a prayer time, missing a connection, or arriving late for a hotel check-in, please raise this with us directly. We will review the circumstances and offer an appropriate remedy which may include a partial refund or a credit toward your next booking.

Route Changes and Additional Charges If a driver attempts to charge you additional amounts beyond the agreed fare for any reason unless you have specifically requested additional stops or services please do not pay and contact us immediately. The agreed fare is the final fare and drivers are not authorised to add charges. Any unauthorised overcharging will result in a full investigation and a refund of any excess amount paid.

What Is Not Covered by This Refund Policy

The following circumstances are not covered by our refund policy and refund requests under these conditions will not be approved:

Delays or missed journeys caused by incorrect pickup information provided by the passenger at the time of booking, including wrong hotel names, wrong terminal numbers, or wrong pickup addresses.

Delays caused by traffic congestion, road closures, government checkpoints, or other external factors beyond our control that are outside the driver’s ability to avoid or prevent.

Dissatisfaction with aspects of the journey that were not communicated to us at or before the time of booking — for example, preferences about music, temperature, or conversation that were not discussed when the booking was confirmed.

Journeys that were completed in full according to the confirmed booking details. Once a journey has been completed as agreed, no refund applies to the fare paid.

Bookings cancelled verbally without a written confirmation of cancellation via WhatsApp or email. All cancellations must be confirmed in writing to be processed.

How to Request a Refund

Requesting a refund with Umrah Hajj Travels is a simple, straightforward process. Here is exactly what to do:

Step One — Contact Us Immediately As soon as you know you need to cancel or that a problem has occurred, contact us via WhatsApp at +966 58 120 0145 or by email at azherumrahhajjtravels@gmail.com. The sooner you contact us, the better the outcome is likely to be for your refund entitlement.

Step Two — Provide Your Booking Details Include your full name, your booking date and route, the amount paid, and a brief explanation of why you are requesting a refund. If the refund relates to a journey disruption rather than a cancellation, please include as much detail as possible about what happened.

Step Three — Receive Confirmation We will acknowledge your refund request within 24 hours and provide you with a clear decision within 48 hours including the refund amount you are entitled to and the timeline for processing.

Step Four — Refund Processed Approved refunds are processed within 5 to 7 business days for standard bank transfers. Refunds are returned via the same payment method used for the original booking. We will send you a WhatsApp or email confirmation once the refund has been sent.

Rescheduling – A Better Option Than Cancelling

Before you decide to cancel a booking, consider rescheduling instead. If your Umrah dates have changed, your flight has been rescheduled, or your hotel check-in has moved, we can in most cases transfer your existing booking to a new date and time at no additional charge provided you contact us with enough notice.

Rescheduling is always our preferred solution because it means your journey still goes ahead, your driver is still compensated, and you avoid any cancellation fee. It is better for everyone. We will accommodate rescheduling requests as generously as possible and will only decline if we genuinely cannot fulfil the new date and time with the quality of service you deserve.

To reschedule, simply WhatsApp us with your original booking details and your new preferred date and time. We will confirm the rescheduled booking promptly.

Deposits and Group Bookings

For large group bookings typically groups of 10 or more passengers we may request a deposit of 25% to 30% of the total fare at the time of booking to secure your vehicles and drivers. This deposit is subject to the same refund schedule as full payments, based on the timing of any cancellation.

For tour operator and travel agency accounts, custom refund and deposit terms may be agreed in advance as part of a formal service agreement. Please contact us directly to discuss trade account arrangements.

Contact Us About Your Refund

We genuinely want every refund request to be handled quickly, fairly, and without any stress or frustration. If you have a question about your refund entitlement, want to discuss a specific situation, or need to report a problem with a completed journey, please reach out to us directly. We read and respond to every message personally.

Umrah Hajj Travels Website: umrahhajjtravels.com Email: azherumrahhajjtravels@gmail.com Phone / WhatsApp: +966 58 120 0145

We aim to respond to all refund enquiries within 24 hours and to resolve every request within 48 hours. Our door is always open and our commitment to treating every passenger fairly does not end when the journey does.

Standard Bookings More than 72 hours before journey — Full refund — 100% Between 48 and 72 hours before journey — Partial refund — 75% Between 24 and 48 hours before journey — Partial refund — 50% Less than 24 hours before journey — No refund — 0% No-show — No refund — 0% Cancelled by Umrah Hajj Travels — Full refund — 100%

Peak Season Bookings — Ramadan and Hajj More than 7 days before journey — Full refund — 100% Between 3 and 7 days before journey — Partial refund — 50% Less than 3 days before journey — No refund — 0%

This Refund and Return Policy was last updated in March 2025. Umrah Hajj Travels reserves the right to update this policy at any time. The most current version will always be published at umrahhajjtravels.com/refund-policy.

Umrah Hajj Travels Fixed Fares, Honest Service, Fair Refunds, 24/7 Support Across Saudi Arabia.