Refund and Cancellation Policy

Introduction

This policy applies to confirmed transportation bookings and amounts paid directly to Umrah Ziyarat Service. It should be read with our Terms and Conditions, Privacy Policy and the fare and payment conditions supplied in the written booking confirmation.

1. Cancellation by the customer

Request cancellation using our official WhatsApp number or email address. Include the customer name, booking reference, service date, pickup and route. Cancellation becomes effective when our team receives and acknowledges it. Retain the written acknowledgement; sending a message alone does not prove receipt.

2. Cancellation at least 24 hours before pickup

When a confirmed booking is cancelled at least 24 hours before scheduled pickup, the customer is eligible for a full refund of the amount paid for the cancelled service. A different rule may apply only when a special package, seasonal booking or third-party cost was clearly disclosed and accepted before payment. We will not deduct an undisclosed processing or administration fee from a stated full refund.

3. Cancellation within 24 hours

Cancellations received within 24 hours of pickup are generally non-refundable because the vehicle and driver may already be reserved or dispatched. Documented exceptional circumstances may be reviewed individually, but approval is not guaranteed. Nothing in this policy limits a mandatory right under applicable law.

4. No-shows

A passenger may be treated as a no-show only when they are absent from the confirmed pickup point, cannot be contacted using the supplied details and do not arrive within the waiting period stated in the confirmation. No-shows are generally non-refundable because the driver and vehicle were allocated and made available. We will not classify a customer as a no-show before following the applicable waiting procedure.

5. Airport pickups and flight delays

Customers must provide the correct flight number, arrival date and active contact number. When these details are supplied, we may check published arrival information and make reasonable efforts to adjust pickup. Flight monitoring does not include unlimited waiting.

If a delay exceeds the confirmed allowance, we will discuss additional waiting, rescheduling or another pickup subject to availability. Customers should notify us promptly of any cancellation, delay or terminal change. Failure to provide notice may result in late-cancellation or no-show treatment.

6. Flight cancellation

If an airline cancels a flight, notify us with evidence as soon as possible and before driver dispatch. We will first offer reasonable rescheduling where available. Refund eligibility depends on when notice was received, whether dispatch occurred, costs already incurred and accepted booking conditions. Where evidence is supplied before dispatch, we may offer one reschedule without an administration charge or a refund of the affected transfer, subject to unavoidable disclosed costs and applicable law.

7. Changes and rescheduling

A customer may request a different date, time, route, pickup, destination or vehicle. Changes require written acceptance and remain subject to availability. The customer pays an agreed fare increase; any reduction will be explained before the revision is confirmed. If the change cannot be accommodated, the original booking and cancellation rules remain applicable.

8. Cancellation by Umrah Ziyarat Service

If we cancel before pickup, we may first offer a suitable replacement vehicle, another assigned driver, revised pickup time or rescheduling. If we cannot supply a reasonable replacement accepted by the customer, we will refund the amount paid for the affected service. A customer may reject a materially different alternative and request review for a refund under applicable law and the booking conditions.

9. Vehicle substitution

A comparable replacement that safely accommodates the confirmed passengers and luggage and does not materially reduce the service does not automatically qualify for a refund. If a lower-capacity or materially lower-standard vehicle is supplied without agreement, we will consider an appropriate partial or full refund based on the circumstances.

10. Delays caused by the company

Contact us immediately if the driver has not arrived at the confirmed time. Traffic, road closures, airport restrictions, weather, security measures and Hajj or Ramadan controls can cause delays beyond reasonable control and do not automatically create refund eligibility. If we fail to provide the service within a reasonable period and arrange no acceptable alternative, we will review the affected booking for a full or partial refund.

11. Events outside reasonable control

If severe weather, road or border closure, government restriction, security incident, natural disaster, airport closure or another force-majeure event prevents or materially affects service, we will try to reschedule or offer a reasonable alternative. Any refund will be assessed fairly according to the affected service, recoverable and already-incurred costs, accepted conditions and applicable law.

12. Multi-route packages

For packages containing multiple transfers or Ziyarat journeys, eligibility is assessed separately for each component. Completed services are non-refundable. A refund for unused components is calculated after the value of completed services and any disclosed, unavoidable costs are deducted.

13. Partial refunds

A partial refund may be considered where only part of a service was delivered, a materially different service was accepted or a documented fare correction is due. The amount will reflect the affected portion and the circumstances, without limiting mandatory consumer rights.

14. Duplicate payments and overpayments

If evidence shows that the same booking was paid twice or we received more than the confirmed fare, we will refund the verified duplicate or excess amount. Provide the booking reference, payment date, amount, method and supporting payment record.

15. Customer travel documents

For cross-border journeys, including Saudi Arabia–Bahrain travel, passengers are responsible for valid passports, visas, permits and other required documents. Refusal of entry, an expired passport, a missing visa or inability to cross a border does not automatically qualify for a refund. Notify us before dispatch if a document issue prevents travel; the normal cancellation rules apply unless law requires otherwise.

16. How to request a refund

Send requests by WhatsApp to +966 59 419 5071 or email info@umrahziyaratservice.com.

Include the customer name, booking reference, pickup date and time, route, amount paid, payment method, cancellation reason and relevant evidence. We may request proportionate identity or payment verification. Never send complete card details through email or WhatsApp.

17. Refund method

Approved refunds are normally returned through the original payment method where reasonably possible. If unavailable, we will agree another lawful method. Refunds are issued in the currency and amount received. We are not responsible for exchange-rate differences or fees independently charged by a bank or payment provider, except where applicable law requires otherwise.

18. Processing time

We aim to initiate an approved refund within seven business days after approval and receipt of required payment information. This is our initiation period, not a guaranteed date for funds to reach an account. Banks and payment providers may need additional time. We will notify the customer when the refund has been initiated.

19. Potentially non-refundable items

To the extent permitted by law and where disclosed when relevant, the following may be non-refundable:

• Completed services.
• No-shows and cancellations within the stated deadline.
• Waiting, added stops or route changes already provided.
• Bank or provider fees not received by us.
• Disclosed third-party costs that became non-recoverable.
• Documented damage or excessive-cleaning charges.

An item will not be treated as non-refundable merely because of a condition that was not disclosed before confirmation.

20. Complaints and disputes

If you disagree with a decision, request a review and provide the booking reference, reason and evidence. We will examine the booking messages, payment records, driver information and service details. This policy does not limit mandatory rights or access to a competent Saudi consumer-protection authority.