Refund Policy

1 Cancellation Within 24 Hours

You are eligible for a full refund if you cancel within 24 hours of placing your order, provided the service has not yet commenced.

2 Cancellation After Service Has Commenced

Once the assigned scholar has begun or completed your requested pilgrimage service, cancellation refunds are not available under our standard policy. This does not affect remedies for service failures or rights provided by applicable law.

We strongly encourage you to confirm all beneficiary details and your intention before completing your booking.

3 Cancellation After 24 Hours (Before Service Begins)

If you request cancellation more than 24 hours after booking, the order is generally non-refundable, even if the pilgrimage has not yet commenced. This is because scheduling, coordination, and resource allocation may begin soon after your booking is confirmed.

Exceptional circumstances may be reviewed on a case-by-case basis. This provision does not limit your rights under applicable law.

4 Ramadan Bookings

Due to the strictly limited slots available for Ramadan Umrah, special cancellation rules apply:

• Cancellation requests are eligible for a full refund if made within 24 hours of booking and the service has not commenced
• After 24 hours, Ramadan booking cancellations are generally non-refundable, subject to the exceptions described in this policy
• We recommend booking well in advance and confirming all details before payment

5 Donations (Non-Refundable)

Donations made through our platform, including Quran distribution, Zamzam water boxes, and Iftar meals, are generally non-refundable once the funds have been allocated or the donation has been fulfilled. If you believe a donation was submitted in error or was not delivered as agreed, please contact us so we can review the circumstances and any applicable legal rights.

6 Service Failure or Non-Delivery

If we are unable to deliver your booked pilgrimage service for reasons within our control, you may choose:

• A full rescheduling at no additional cost, or
• A full refund to your original payment method

We will inform you promptly and work with you to find a fair resolution. Disruptions beyond our control, including access restrictions, will be reviewed under the booking terms and applicable law.

7 Incorrect Beneficiary Details

Please double-check the beneficiary's name and Niyyah before completing your order.

• Before the service commences: Contact us as soon as possible. We will correct the details at no charge where the arrangements still allow changes
• After the service has commenced: Cancellation refunds are generally unavailable. If an error was caused by us, contact us so we can review an appropriate remedy

8 How to Request a Refund

For a cancellation refund, submit your request within the 24-hour eligibility window and before the service commences. For non-delivery or other service concerns, contact us as soon as you become aware of the issue:

• Visit our Contact page and submit your request
• Provide your full name, order reference number, and reason for the request
• Our team will review your request and respond within 2 business days
• Approved refunds are returned to your original payment method within 5–10 business days

9 Summary

Here is a quick overview of our refund eligibility: