Refund eligibility depends on the Supplier’s fare or rate rules, visa regulations, and the timing of the request. Some services are strictly non-refundable once confirmed.

Umrahub service fees, payment gateway charges, and completed concierge services are non-refundable unless required by applicable law.

Agents are responsible for communicating these conditions to their customers prior to confirming a booking.

All refund or cancellation requests must be submitted via the Umrahub dashboard, API, or by emailing support@umrahub.com with the booking reference, traveller names, and reason for cancellation.

Requests are actioned during UAE business hours. Time-sensitive changes (such as same-day departures) should be escalated through the 24/7 operations hotline listed on your confirmation.

Supporting documents (e.g., medical certificates, visa rejection letters) may be required before Suppliers approve refunds or waivers.

Flights: Airline fare rules determine change and refund penalties. Many Umrah fares are non-refundable once ticketed. Taxes may be partially refundable subject to carrier policy.

Hotels & Apartments: Cancellation deadlines vary by property and season. No-shows or late cancellations typically incur 100% charges.

Ground Transport & Tours: Private transfers, buses, and excursions may be refundable up to 72 hours before service start; thereafter Supplier penalties apply.

Visas: Visa processing fees and government charges are non-refundable once applications are submitted, regardless of outcome.

Add-ons: Scholars, guides, insurance, and concierge services follow the terms stipulated during purchase; many are non-refundable after confirmation.

Approved refunds are credited back to the original payment method (Magnati, bank transfer, virtual card, or agent wallet) within 14–30 working days, subject to Supplier settlement cycles.

Agent wallet refunds appear as balance adjustments and may be offset against future invoices. End-customer refunds processed through agents are the agent’s responsibility once funds are received from Umrahub.

Currency fluctuations, intermediary bank fees, or gateway charges deducted during refund processing are outside of Umrahub’s control.

In the event of border closures, public health emergencies, or other force majeure scenarios, Umrahub will follow directives issued by the Ministry of Hajj & Umrah and relevant authorities. Compensation may be provided in the form of travel credits or rebooking options rather than cash refunds.

Where Suppliers offer waivers or flexible policies, Umrahub will pass these benefits to agents and pilgrims to the extent permitted.

Disputes relating to partial refunds or service quality are handled on a case-by-case basis in collaboration with the Supplier.

Failure to obtain travel documentation, late arrival for departures, or denial of boarding due to non-compliance with regulations does not entitle travellers to a refund.

Unused services after the pilgrimage has commenced (e.g., unused hotel nights) are non-refundable unless authorised by the Supplier in writing.

Fraudulent or duplicate refund claims will result in account suspension and potential legal action.