Refund & Cancellation.

General Refund Policy

Refunds and cancellations are handled according to the specific terms applicable to your booking and the services included in that booking.

Different components of an Umrah journey may have different cancellation and refund conditions. For example, visa services, flights, hotels and transportation may each be subject to separate supplier policies.

Any refund will be determined after reviewing the applicable booking conditions, supplier policies, payments already made and services already processed.

How To Request A Cancellation

Cancellation requests should be submitted to Al Hateem as soon as the customer decides not to proceed with the booking.

Cancellation process

1. 01
   Contact Our Team

   Send us your booking details and request cancellation or amendment.

2. 02
   Booking Review

   We review the services included in your booking and the applicable supplier terms.

3. 03
   Refund Assessment

   Any eligible refund or applicable charges are determined.

4. 04
   Processing

   Approved refunds are processed using the applicable payment procedure.

Umrah Package Cancellations

Umrah packages may combine multiple services, including accommodation, transportation, visa assistance, flights and other arrangements.

Because different components may be subject to different supplier conditions, the refundable amount may depend on which services have already been confirmed or processed.

Important considerations

• Cancellation timing may affect refund eligibility.
• Some services may become non-refundable after confirmation.
• Supplier cancellation charges may apply.
• Processed services may not be refundable.
• Any approved refund is subject to applicable booking conditions.

Umrah Visa Services

Visa-related fees and services may be subject to separate conditions depending on whether the application has been submitted, processed or otherwise acted upon.

Where a visa service has already been processed, submitted or otherwise incurred a cost from a third-party provider, those amounts may not be refundable.

Any eligible refund will be assessed according to the applicable visa service conditions and supplier or authority requirements.

Hotel Cancellations

Hotel bookings are subject to the cancellation conditions of the relevant hotel or accommodation provider.

Some hotel bookings may be refundable before a specified deadline, while other bookings may carry partial or full non-refundable conditions.

Refund assessment may consider:

• Hotel cancellation policy
• Date and time of cancellation
• Room category and booking type
• Whether the reservation has already been used
• Supplier charges

Flight Cancellations

Flight bookings are subject to the fare rules, ticket conditions and policies of the applicable airline or ticketing provider.

Depending on the fare type and booking conditions, cancellations or changes may result in airline penalties, fare differences or non-refundable amounts.

Transportation Cancellations

Saudi transportation arrangements may be subject to the terms of the relevant transportation provider and the confirmed itinerary.

Cancellation charges may apply where a vehicle, driver or transportation service has already been reserved or dispatched.

Customers should notify our team as early as possible when a transportation booking needs to be changed or cancelled.

Ziyarat Cancellations

Ziyarat services may be subject to transportation, guide and itinerary arrangements.

Refund eligibility will depend on whether the service has been confirmed, scheduled or already provided, together with any applicable supplier conditions.

Non-Refundable Charges

Certain amounts may be non-refundable where they have already been paid to or incurred from a third-party provider or where the applicable booking terms specifically identify them as non-refundable.

These may include:

• Certain visa processing charges
• Non-refundable hotel reservations
• Airline penalties or non-refundable fares
• Supplier cancellation charges
• Services already provided
• Other confirmed non-refundable arrangements

The exact treatment depends on the terms applicable to your individual booking.

Refund Processing

Once a refund has been approved, processing time may depend on the payment method, bank, card provider, payment gateway or third-party supplier involved.

The time taken for a refund to appear in the customer's account may therefore vary.

Where applicable, refunds will generally be returned using the payment method or process agreed for the original transaction.

Unforeseen Events

Travel arrangements may be affected by events outside the reasonable control of Al Hateem or its service providers.

Examples include:

• Government restrictions or decisions
• Visa or immigration restrictions
• Airline cancellations
• Severe weather or natural events
• Security-related situations
• Public health restrictions
• Other circumstances beyond reasonable control

In such circumstances, available refunds, credits, changes or alternative arrangements will depend on the policies of the relevant suppliers and authorities.

B2B & Travel Agency Cancellations

Travel agencies and business partners may be subject to separate commercial agreements, payment terms and cancellation conditions.

Where a written B2B agreement exists, the cancellation and refund provisions of that agreement may apply to the relevant transaction.

Agencies should contact the Al Hateem B2B team as soon as possible when a group booking or service needs to be changed or cancelled.