Cancellations & refunds

How to cancel

The lead name must cancel in writing to [EMAIL] or by WhatsApp to [NUMBER], quoting the booking reference. A cancellation takes effect on the day we receive it, or the next working day if it arrives on a Sunday, a bank holiday or after 18:00. We will confirm in writing. If you do not receive our confirmation within two working days, contact us, because your cancellation may not have reached us.

A phone call alone does not cancel a booking. Not paying the balance does not cancel a booking either, but entitles us to cancel it under our booking conditions, and the charges below will apply.

Cancellation charges

The Organiser incurs costs from the moment your booking is confirmed: airline seats, hotel rooms and visa fees are often paid in advance and cannot be resold. If you cancel, you must pay the following charges. They are a percentage of the total price of the cancelled arrangements and are based on a genuine estimate of the losses that typically arise.

In every case, if the costs already paid and not recoverable are higher than the charge in the table, the charge is those costs. This applies especially to issued airline tickets and visa fees, which are non-refundable once issued or submitted. We will show you the calculation on request.

Peak-season and non-refundable arrangements

For Ramadan (especially the last ten nights), school holiday departures, Hajj and any hotel or fare sold on a non-refundable basis, the Organiser pays suppliers in full at the time of booking. For these arrangements the cancellation charge is 100% of the cost of those elements from the moment of confirmation. Your quote will always state clearly, before you book, which parts of your booking are non-refundable.

Part cancellations

If one or more travellers cancel but others still travel, the charges apply to each person who cancels. The remaining travellers must pay any increase in price caused by fewer people sharing a room, and a new booking reference may be issued.

Insurance

Cancellation charges are usually covered by travel insurance if you cancel for a reason covered by your policy, such as illness. This is why insurance is a condition of booking. Insurers may require a cancellation invoice, which we will provide free of charge.

When you can cancel without a charge

You can cancel and receive a full refund, with no cancellation charge, if:

1. unavoidable and extraordinary circumstances occur at your destination or its immediate vicinity that significantly affect the performance of the package or your travel to the destination. Examples are war, a serious natural disaster, a serious outbreak of disease, or the Saudi authorities suspending Umrah for travellers from the UK. Whether this applies is judged by official advice and facts at the time you cancel, not by personal concern. If the UK Foreign, Commonwealth & Development Office advises against all or all but essential travel to your destination, this will normally apply;
2. the Organiser makes a significant change to your package, or increases the price by more than 8%, and you choose to cancel (see our booking conditions); or
3. the Organiser cancels your package, other than because you did not pay.

In these cases you are not entitled to additional compensation, except where the Package Travel Regulations say so.

Situations that do not entitle you to a refund

Because the costs fall on the Organiser in the same way, the cancellation charges above apply in full in each of these situations:

• you change your mind, your plans change or you can no longer take the time off;
• illness, pregnancy, bereavement or other personal circumstances (these are normally covered by travel insurance);
• your visa is refused or delayed for any reason that is not our or the Organiser’s fault, including late or incorrect documents;
• you do not hold a valid passport, vaccination certificate or other required document;
• you are refused boarding or entry because of your documents or conduct;
• you miss a flight or transfer or arrive late;
• you leave early or do not use any part of your package;
• the balance was not paid on time and the booking was cancelled.

How refunds are paid

• Refunds due after a cancellation without charge are paid within 14 days of the cancellation.
• Other refunds, after deduction of the cancellation charges, are paid within 14 days of the cancellation.
• Refunds are only paid to the person and the account or card that made the payment. We will not pay refunds to a third party or in cash.
• Refunds are made in pounds sterling. We are not responsible for bank charges or exchange rate differences charged by your own bank.
• Credit notes or vouchers are only issued instead of money if you ask for them in writing.

Card chargebacks

Please contact us before asking your bank for a chargeback, so that we can resolve the issue. If a chargeback is raised for charges that are properly due under these terms, we will provide your bank with these terms and your written acceptance of them, and we reserve the right to recover the amount owed together with any reasonable costs of recovery.

Your other rights

Nothing in this policy affects your statutory rights, including your rights under the Package Travel and Linked Travel Arrangements Regulations 2018 and the Consumer Rights Act 2015. If there is any difference between this page and your booking confirmation, your confirmation applies.

The 14-day “cooling-off” right that applies to many online and phone purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to package holidays, or to flights, transport and accommodation booked for specific dates. Once your booking is confirmed, the cancellation charges on this page apply.