This policy explains what happens when a booking is cancelled. It applies alongside our terms and conditions and booking terms.

How cancellation charges work

When you cancel, the amount recoverable depends on what the suppliers refund, not on what you have paid us. Airlines, hotels and tour operators each apply their own cancellation terms, and those terms determine most of the outcome.

Cancellation charges generally increase as the departure date approaches, and many components become fully non-refundable at a certain point.

Non-refundable components

The following are normally non-refundable once incurred, regardless of when you cancel:

Visa fees — embassy and application centre fees are not refunded, including where an application is refused.
Non-refundable airfares — most promotional and discounted fares cannot be refunded. Government taxes within a ticket may sometimes be recoverable.
Non-refundable hotel rates — advance-purchase and peak-season rates, particularly for Ramadan and Hajj periods.
Issued travel insurance premiums.
Our service and processing charges for work already carried out.

Cancellation by you

Cancellation requests must be made in writing — email or WhatsApp is sufficient — and take effect on the date we receive them. We will then:

Confirm receipt of your cancellation.
Apply to each supplier for whatever refund their terms allow.
Give you a written breakdown of what is recoverable and what is not.
Process the refundable amount once the suppliers have refunded us.

Refund timelines

Refunds depend on the supplier. Airline refunds in particular can take considerable time — often several weeks and sometimes longer, depending on the carrier and the fare. We process your refund once we receive the funds, and we will keep you updated on progress.

Cancellation by us

If we have to cancel your booking for reasons within our control, you will receive a full refund of all amounts paid to us. If a booking is cancelled due to events beyond our control — government action, airline failure, natural disaster, epidemic, closure of a destination — we will refund whatever the suppliers release to us, and we will pursue those refunds on your behalf.

Visa refusals

Important

A visa refusal does not entitle you to a refund of visa fees, which are consumed by the application, nor of our service charge, which relates to work already performed. Travel components may be refundable in part subject to supplier terms. Where a visa refusal is likely to affect a booking, discuss the risk with us before committing to non-refundable travel arrangements.

No-shows and unused services

Failing to travel, missing a flight, or not using a hotel night or transfer is treated as a no-show, and no refund is available for unused services.

Amendments instead of cancellation

Where your plans change but you still intend to travel, an amendment is often cheaper than cancelling and rebooking. Talk to us before cancelling — we will tell you honestly which route costs less.

Complaints and disputes

If you are unhappy with a refund outcome, write to us at mazinharamain@gmail.com with your booking reference. We will review the supplier terms applied and respond with a full explanation.

[REVIEW: If you operate a specific cancellation charge scale — for example a percentage by days before departure — insert it here before launch, and make sure it matches what your booking confirmations state.]

Refund & Cancellation Policy