Refund & Cancellation Policy

1. General Refund Terms

Refund eligibility depends on the type of travel service purchased, the terms of the applicable airline, hotel, visa provider, transport provider, tour operator or other supplier, and the time remaining before departure.

Not every booking is refundable. Some travel services may be fully or partially non-refundable once confirmed.

Any applicable cancellation charges, supplier penalties, administration fees or other non-refundable costs may be deducted from the amount refundable to the customer.

2. Customer Cancellation

If you wish to cancel your booking, you must contact Makkah Gateway Ltd as soon as possible using the contact details provided on our website.

Cancellation requests should be submitted in writing where possible.

The effective cancellation date will normally be the date on which Makkah Gateway Ltd receives and acknowledges the cancellation request.

The amount refunded will depend on the cancellation terms applicable to the particular booking.

Where a supplier has already charged Makkah Gateway Ltd for a non-refundable service, that amount may be deducted from any refund due to the customer.

3. Umrah Packages

Umrah packages may contain several separate travel components, including flights, hotel accommodation, Saudi visa or visa-related services, airport and hotel transfers, ground transportation, tours and excursions, meals or other services, and other third-party travel arrangements.

Each component may have different cancellation and refund conditions. Consequently, cancellation of an Umrah package may not result in a full refund, even if some individual components remain refundable.

The specific cancellation conditions applicable to your booking will be communicated as part of the booking process or booking confirmation.

4. Flight Cancellations and Changes

Flight bookings are subject to the fare rules and conditions of the relevant airline.

Depending on the fare purchased, an airline ticket may be refundable, partially refundable, refundable subject to cancellation charges, or non-refundable.

Airline cancellation fees, amendment fees, fare differences, taxes and other applicable charges may be deducted from any refund.

Where an airline cancels or significantly changes a flight, the available options will depend on the airline's applicable policies and the terms of the booking.

5. Hotel Cancellation

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

Some hotel reservations may be fully refundable up to a specified deadline, while others may be partially refundable or completely non-refundable.

Any applicable hotel cancellation charges will be deducted from the amount refundable to the customer.

6. Visa Fees

Visa and visa-processing fees may be non-refundable once an application has been submitted, processed or approved, subject to the applicable rules of the relevant authority or service provider.

Where a visa cannot be issued because of incorrect information, missing documentation, eligibility issues or circumstances outside Makkah Gateway Ltd's control, any refund will be subject to the applicable supplier and processing conditions.

7. Non-Refundable Services

Certain services may be non-refundable after confirmation or payment. These may include, where applicable:

• Non-refundable airline fares
• Non-refundable hotel reservations
• Visa and visa-processing fees
• Supplier deposits
• Special promotional fares
• Advance-purchase services
• Transportation arrangements
• Excursions and tours
• Administrative or booking fees
• Other services specifically identified as non-refundable at the time of booking

8. Cancellation by Makkah Gateway Ltd

In exceptional circumstances, Makkah Gateway Ltd may need to cancel or materially alter a booking due to circumstances outside our reasonable control, supplier restrictions, operational issues, regulatory requirements or other circumstances affecting the travel arrangements.

Where Makkah Gateway Ltd cancels a booking, we will explain the available options to the customer.

Where a refund is due, the amount refunded will depend on the payments recovered from the relevant suppliers and the contractual terms applicable to the booking, subject to the customer's statutory rights.

9. Supplier Cancellation

Where a third-party supplier cancels a service, Makkah Gateway Ltd will, where reasonably possible, assist the customer in understanding the available alternatives or refund options.

Any refund received from a supplier may be passed to the customer after applicable deductions permitted under the booking terms.

Makkah Gateway Ltd cannot guarantee a refund beyond the amount actually recoverable under the applicable supplier's terms, except where applicable law provides otherwise.

10. Changes to a Booking

A request to change a booking is not necessarily treated as a cancellation.

Changes may be subject to airline amendment fees, hotel amendment charges, fare differences, supplier charges, visa restrictions, administrative fees, and availability of the requested alternative arrangement.

Customers should contact Makkah Gateway Ltd before making independent changes to any travel arrangements.

11. Refund Processing

Once a refund has been approved, Makkah Gateway Ltd will process the refundable amount using the original payment method where reasonably possible.

The time required to receive a refund may depend on supplier processing times, airline or hotel refund procedures, payment provider processing times, banking processes, and the complexity of the booking.

Where a refund depends on receiving funds from a third-party supplier, processing may take longer.

12. Refunds for Partially Used Services

Once a travel service has commenced, refunds may not be available for unused portions of the booking unless the applicable supplier's terms or applicable law provide otherwise.

Examples may include unused hotel nights, unused flights, missed transfers, unused tours, early departure, or failure to use part of an arranged package.

Customers should contact Makkah Gateway Ltd as soon as possible if they are unable to use any part of their booking.

13. No-Show

If a customer fails to arrive for a flight, hotel, transfer, tour or other booked service without cancelling in accordance with the applicable cancellation terms, the booking may be treated as a no-show.

No-show charges may apply and some services may become completely non-refundable.

14. Force Majeure and Events Outside Our Control

Makkah Gateway Ltd is not responsible for circumstances outside our reasonable control, including but not limited to natural disasters, pandemics, government restrictions, changes in visa or entry requirements, war, civil unrest, industrial action, airline disruption, airport closures or other exceptional events.

Where such circumstances affect a booking, Makkah Gateway Ltd will provide reasonable assistance and communicate the options available under the relevant supplier terms and applicable law.

15. Customer Responsibility

Customers are responsible for providing accurate information when making a booking, including passenger names, passport details, dates of birth and other required information.

Costs resulting from incorrect or incomplete information supplied by the customer may be non-refundable where the relevant supplier does not permit a correction or refund.

Customers are also responsible for ensuring that they have the required travel documents and meet applicable visa and entry requirements.

16. Statutory Rights

Nothing in this Refund & Cancellation Policy is intended to remove, restrict or exclude any rights or remedies that customers may have under applicable UK consumer protection legislation.

Where mandatory consumer rights apply, those rights will take precedence over any conflicting provision of this policy.

17. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact Makkah Gateway Ltd using the contact information published on our website.

Please provide your booking reference, customer name, contact details, details of the service being cancelled, and reason for cancellation, where applicable.

We will review the request and confirm the applicable cancellation charges and refund amount.

18. Policy Updates

Makkah Gateway Ltd reserves the right to update this Refund & Cancellation Policy when necessary.

The version applicable to your booking will generally be the policy and booking terms provided or accepted at the time your booking was confirmed, subject to any changes required by applicable law.

Contact Information

For questions regarding cancellations or refunds, please contact Makkah Gateway Ltd.

• Makkah Gateway Ltd
• Company Number: 13084240
• Registered Office: 19 Ritter Street, London, England, SE18 4DT