Refund Policy

Umrahhub – Refund & Cancellation Policy

This Refund Policy outlines the terms governing cancellations, amendments, and refund eligibility for all bookings made through Umrahhub’s platform (Web & Agent Portal). By using our services, you agree to the terms below.

1. General Refund Terms

Umrahhub operates as a booking platform connected to airlines, hotels, transport providers, and visa service partners. Refund eligibility is determined by the policies of these suppliers.

Many Umrah-related services—especially visas and peak-season bookings—are non-refundable. Umrahhub does not provide refunds beyond what suppliers approve.

2. Visa Fees (Non-Refundable)

All Umrah visa fees are strictly non-refundable, regardless of:

• Visa rejection from Saudi authorities
• Customer cancellation or change of mind
• Incorrect or incomplete documents provided by the traveler
• Late submission of required documents

3. Flight Bookings

Airline refund and cancellation rules depend entirely on the ticket class and airline policy. Some tickets may be:

• Non-refundable
• Refundable with penalty
• Changeable with additional fees

Refunds will be processed only after the airline issues approval to Umrahhub.

4. Hotel Reservations

Hotel refundability depends on the property and the selected rate type:

• Non-refundable rates → No refund once booked
• Refundable rates → Refund available before the hotel’s cancellation deadline
• No-show → 100% cancellation fee applies

If a hotel denies refund due to high season (Ramadan, Hajj season, peak Umrah months), Umrahhub must follow the hotel’s decision.

5. Transport & Transfers

Refunds for trains and vehicle transfers depend on supplier policy:

• No refund for missed trains or transfers
• Refund may be possible if canceled before supplier deadline
• Service interruptions caused by weather or government delays may not qualify for refund

6. Package Bookings (Umrah Packages)

For complete packages (flight + hotel + visa + transport), refund eligibility depends on each component's supplier policy.

If one component is non-refundable (e.g., visa), Umrahhub can only refund the refundable items once approved by the supplier.

7. Agent (B2B) Refund Rules

• B2B bookings are often non-refundable unless suppliers allow it.
• Refunds, if approved, are credited to the agent’s Umrahhub Wallet (floating balance), not bank accounts.
• Incorrect booking input by an agent is not eligible for refund unless suppliers approve.

8. Processing Time

Refund processing time depends on the service type:

• Airlines: 7–30 days
• Hotels: 7–21 days
• Transfers: 3–14 days
• B2B Agent Wallet Refunds: 1–3 business days after supplier approval

9. Non-Refundable Situations

The following are non-refundable under all circumstances:

• Customer no-show
• Missed flights or trains
• Late arrival for check-in
• Rejected visa applications
• Services partially used (e.g., early checkout, unused transfers)
• Government travel restrictions or sudden policy changes
• Bookings made during non-refundable seasons (Ramadan & Hajj months)

10. Change & Amendment Charges

Changes to bookings may incur:

• Supplier change fees
• Fare difference (for flights)
• Rate difference (for hotels)
• Reissue or rebooking fees

11. Force Majeure

Umrahhub is not liable for cancellations or losses caused by:

• Natural disasters
• Pandemics or health outbreaks
• Government or immigration restrictions
• Airline or supplier operational issues
• Political instability or war

12. How to Request a Refund

Customers or agents may request refunds via:

• Umrahhub Dashboard → Booking Details → Request Refund
• Email: support@umrahub.com
• Registered B2B Agent Account Manager

All refund requests must include the booking reference, traveler names, and reason for cancellation.