At Eitmar Umrah, we understand that plans can change, and we always strive to provide the best experience for our customers. This policy outlines the terms and conditions related to canceling reservations and refunding payments for Umrah packages.
1. Cancellation by the customer
Refunds depend on when you cancel before your trip:
More than [15] days before the trip date: The customer is entitled to a full refund of the amount paid, minus administrative fees (if any) and visa costs (if issued).
7 to 14 days before the trip: 50% of the total package price will be deducted, and the remaining amount will be refunded.
Less than [7] days before the trip: We apologize for not being able to refund any amount in this case due to our prior commitments with hotels and transportation companies.
2. Non-refundable cases
Payments are non-refundable in the following cases:
Visa fees: Once the application has been submitted to the official authorities or the visa has been issued, the fees are non-refundable under any circumstances.
No-Show: In the event that the customer does not show up at the scheduled departure time or fails to join the trip.
Violation of conditions: If the trip is canceled or the customer is prevented from traveling due to a lack of official documents or violation of regulations and laws.
3. Cancellation by ” Etemar Umrah”
In the event that we are forced to cancel the trip for operational reasons or reasons beyond our control (God forbid), the customer is entitled to:
Full refund of all amounts paid without any deductions.
Or transfer the amount as credit to book another package at a later date.
4. Force majeure
In cases of force majeure (such as epidemics, natural disasters, or sudden government decisions prohibiting travel), we are committed to following the instructions issued by the official authorities in the Kingdom of Saudi Arabia, and we will do our utmost to recover as much of the customer’s entitlements as possible from service providers (hotels and transportation).
5. Refund mechanism
Refund requests can be submitted by contacting us via [WhatsApp link or email].
The refund process is handled within [7 to 14] business days.
Refunds will be made via the same payment method used by the customer when making the booking.
6. Modify reservation
The customer may request to change the trip date or replace the package at least [10] days prior to departure. Such requests are subject to availability and may incur additional fees depending on hotel price differences or seasons.
