Refund & cancellation policy

We understand that plans can change. This policy explains what happens if you cancel, and how refunds work. Please read it with our Terms & conditions.

How to cancel

Tell us in writing, by email to prestigeumrahtours@outlook.com, by WhatsApp, or at one of our offices. The cancellation date is the day we receive your message. The lead passenger must send the cancellation.

Cancellation charges for packages

The charge depends on how many days before departure we receive your cancellation:

• More than 60 days before departure: you lose your deposit.
• 31 to 60 days before departure: 50% of the package price.
• 15 to 30 days before departure: 75% of the package price.
• 14 days or less, or if you do not travel: 100% of the package price.

In every case, costs we have already paid and cannot get back are also charged. These include:

• visa and Saudi insurance fees once the visa application has been submitted
• airline tickets that have been issued, according to the airline's fare rules
• non-refundable hotel nights and transport bookings

If our actual losses are lower than the charge above, we will charge only our actual losses plus our service fee.

Flight tickets (flight-only bookings)

Refunds and date changes for flight tickets follow the airline's fare rules, which we will show you before you pay. Many lower fares cannot be refunded. Where a refund is allowed, the airline's charges and our service fee per ticket are deducted.

If your visa is refused

If the Saudi authorities refuse your visa, we refund what you paid less the visa fee, insurance and any other costs we cannot recover (for example issued tickets). Please make sure your documents are correct, as we cannot change the authorities' decision.

If we cancel

If we have to cancel your package, you can choose another date or package, or receive a full refund of the money you paid us.

Changing instead of cancelling

If you would like to move to another date or package instead of cancelling, ask us first. Where suppliers allow it, a change usually costs much less than a cancellation.

How refunds are paid

• Refunds are paid within 14 working days after we receive the money back from the airline, hotel or other supplier.
• We pay refunds to the person who made the payment, by the same method where possible (bank transfer for bank payments).
• Unused parts of a package after departure (for example a missed hotel night or ziyarat) are not refundable.

Questions

Call or WhatsApp any of our offices, or email prestigeumrahtours@outlook.com.