Refund Policy
The short version
When you can get money back, how much, and how long it takes are decided by the airline, hotel or other supplier — not by us. We will always tell you the conditions before you confirm a booking, and we will handle the claim for you if one is possible.
Flights
Airline tickets fall into three broad groups:
- Non-refundable. Most of the cheapest fares. If you cancel, the fare is lost. In many cases the government taxes and some airline charges can still be reclaimed, and we will do that for you.
- Partly refundable. A cancellation fee is deducted and the balance returned.
- Fully flexible. Refundable, usually for a fee. These fares cost more up front.
Your quote and confirmation state which applies to your ticket. If you are unsure, ask us before you pay — it is much easier to choose a flexible fare at the start than to change a restricted one later.
Hotels and holiday packages
Hotels typically allow free cancellation up to a stated deadline, after which one or more nights become payable. Package arrangements are usually governed by a sliding scale, where the amount retained increases as the departure date approaches. The exact terms are confirmed in writing before you pay.
Umrah packages
Umrah arrangements combine flights, hotels and transport, each with its own cancellation terms. Hotel rooms in Makkah and Madinah are often booked on non-refundable terms during busy periods. We will set out exactly what applies to your package before you confirm.
How to request a refund
Call us on 0203 411 0098 or email [email protected] with your booking reference. Tell us what you want to cancel and why — some fares allow a refund in circumstances such as bereavement or serious illness that would not normally qualify, provided you can evidence it.
How long it takes
We submit refund claims to the supplier as soon as you instruct us. Airlines typically take between four and twelve weeks, sometimes longer at busy periods. The money is returned to the card or account you paid from. We will keep you updated and chase the supplier on your behalf.
Administration fee
Where a refund is due, we deduct an administration fee covering the work of processing the claim. The amount is confirmed at the time you cancel and is deducted from the refund rather than charged separately.
Chargebacks
If you dispute a payment with your bank while a refund is already being processed, it delays matters for everyone. Please contact us first — we would much rather resolve it directly.