Return & Refund Policy

We at Dua Travels’ are dedicated to making your Hajj and Umrah trip as comfortable and stress-free as we can, starting from the booking of your trip till your departure. This policy explains Dua Travels’ cancellation, refund and package change practices for all the services, including packages for Hajj, Umrah, flights, hotel bookings, visas and transportation. We feel pilgrims should be given clear terms which are honest and understandable, with no hidden terms. Our privacy policy page is in simple wording that makes it easier for the readers to understand the policies. Please read this note carefully before booking as refunds are subject to the stage of your booking as well as the type of services booked.

Introduction

This policy helps you explain how cancellations and refunds work for customers for all their bookings that are made under the supervision of Dua Travels. So pilgrims know what to expect before they book. We understand that transparency is one of the important things for your sacred pilgrimage. Dua Travels ensures that no extra fee will be added to the packages that customers have selected, throughout the journey. The policy highlights every service provided by us, including Hajj and Umrah packages from UK, flights, accommodation bookings, visa processing, transportations, and any additional services booked through our agency.

Applicability

Our online and offline reservations are similar with no changes in cancellation and refund terms. The method of booking does not change your responsibilities and rules to follow for a secured Umrah journey.

Cancellation by the Customer

Dua Travels understand that plans can change. If you want to cancel your bookings due to some reasons, the amount you are refunded depends on the stage that your booking has reached at the time of cancellation. Please review the stages below carefully, as refund amounts reduce as your booking moves closer to departure.

If you cancel before you submit your visa application to the authorities, you will receive the maximum refund as minimal costs have been incurred on our end at this stage.

After Visa Processing

UK Umrah Visa and visa processing fees are once paid, they cannot be refunded once the visa is submitted or issued, since these payments are made to the Government authorities. Any remaining eligible amount will still be refunded to you.

Cancellation After Departure

If the cancellation takes place after departure, you will not be able to get any refund on the unused part of the package. At this point, all airline, hotel and other supplier payments have been made and are not recoverable.

Refund Policy

Not all payments are refunded back in the same manner. It mainly depends on the type of booking you have made and how much of it has already been processed, and how close you are to your travel date.

Refund Eligibility

The qualification for a refund will depend on the category of service that was booked, the amount of service already processed and the proximity of the travel date. Generally, a cancellation of Eligible Refunds Services within the cancellation period before the services are confirmed or used is eligible for a refund. This includes when an agency hasn't been paid yet on your behalf.

Partial Refunds

In many situations, you will only be given a partial refund of the amount. Because there are various other costs including processing charges, visa fees, agency deposits, and others. These charges are non-refundable once the booking is done or accepted.

Non-Refundable Services

These services are non-refundable after booking or processing, for example, government visa fees, special discounted packages. You will know before paying that any service that is not refundable will be clearly identified when booking.

Flight Ticket Refund Policy

Flight ticket refunds highly depend on the rule of the airline that you have selected for your travelling. If the ticket is refundable, it can be cancelled and a refund will be issued as per airline's policy. Requests may still incur a service charge. Non-refundable tickets are not refundable for any reason after they have been issued. In most cases, this is the normal practice of airlines and applies to most discount fares. Airlines have their own cancellation fee that will be taken off any refund before the balance is returned. The charges are imposed by the airlines and the type of fare, and cannot be controlled.

Hotel Cancellation & Refunds

Hotel Refunds are dependent on the cancellation policy of the particular hotel you have booked with. Certain hotels may allow guests to cancel their reservations without any additional charges, while others may impose a cancellation fee or refuse to accept cancellations, particularly during the busy seasons of Hajj and Umrah. The hotel's particular policy will always be provided to you at the time of booking.

Umrah Visa Refund Policy

The fees for Umrah visa are paid directly to the government authorities after it is submitted and in most cases, the fees cannot be refunded after submission. Even if your travel arrangements change after your visa is issued, the visa fee is not a service fee that we control, but rather a government fee. It is advisable to check the travel dates and information before you start the visa application process.

Hajj Package Refund Policy

The Hajj packages from UK involve several governmental rules therefore the policy and regulations of refunds are usually more stringent and less flexible than those for other bookings. The refunds of Hajj packages are governed by the Government of Saudi Arabia. These rules may deny or limit your right to a refund after a certain point, such as after you receive your Hajj permit. All the refunds for Hajj must also meet the requirements of the Ministry of Hajj and Umrah. The requirements could impact the timing of refunds and the amount of the refund. The amounts already paid while reserving accommodation, transport companies and any other supplier of services during the Hajj will be deducted from the refund, as no refund can be made for such payments once made.

Package Amendment Policy

In some cases, you might want to change a booking instead of canceling it. The following options describe the changes that can be made and the factors which might impact your costs. If you wish to change your travel dates after booking please check for availability. Some airlines might charge a penalty for altering the date, particularly when it is near the travel date. Corrections of names such as misspelling can be done for a small fee. But a major name change is not always possible, since it can be in conflict with visa and airline identification requirements.

Package Upgrades: You can upgrade your package to a higher category (more accommodation or more services) anytime prior to departure. Availability subject to upgrade, which will be paid for the difference in price. It may be possible to downgrade a package to a cheaper option before booking certain stages. Some fees may not be refunded, however, even if downgraded, higher level services such as confirmed hotel bookings may have been paid.

Refund Processing Time

If a refund is granted, it will take you the same amount of time as when you originally paid, depending on the payment type. Please allow for the timeframes below before following up with our team. Credit/Debit Card Refunds usually take 7-14 business days. This may change depending on the processing time of your bank or credit card company. Bank Transfer Refunds by direct transfer typically take 5-10 business days, depending on your bank, the type of transfer (domestic or international). For payments made by other methods (cash, cheque, third party payment methods) refunds may be delayed and will be advised individually according to the payment method used.

Force Majeure

There are events that are out of anyone's control that can impact travel plans even after all bookings have been made. If this occurs, the normal refund policy may not be applicable and any refund will be subject to the ability of our suppliers and partners to recover the funds. If a natural disaster such as an earthquake, flood, storm, or other natural disaster occurs and travel is disrupted, the refunds will be made based on the amount recovered from airlines, hotels, and other suppliers, which may be less than the amount refunded. If the Saudi government or your country of origin places a ban on travel, closure of borders or restrictions on entry, we will try to get you the most favorable refund or rebook option available, as per the rules of the Saudi government. If the airline cancels or changes flights, the airline's policies will apply. We will help you to recover any refund or compensation that is due, but the airline's decision is final.

Notes: Refunds will be subject to guidance from health authorities and the policies of our airline, hotel and visa partners at the time, and may be restricted in the amount of refunds that are eligible in the event of a pandemic or public health emergency. If war, civil unrest or other political events impact travel, we will do everything possible to obtain a fair result but any refunds will be based on the terms offered by our suppliers and partners during such events.

Cancellation by the Company

In rare cases, we may need to cancel or adjust a booking due to circumstances beyond your control. The points below explain when this can happen and what you are entitled to. Not Met Certain group packages have a minimum number of pilgrims required to go. If this is not achieved, the package may be cancelled or rescheduled and a full refund or alternative package will be offered. If we are unable to offer a service because of operational reasons, e.g. when a supplier withdraws availability, we will notify you as soon as possible and offer you an appropriate solution. Where possible, we will offer an alternative package, date or service of equal or similar value to a cancellation, so your travel plans are affected to the least extent possible. If we cancel your booking and we are unable to offer an alternative booking or you refuse to accept an alternative booking, we will refund all amounts paid to you, and will not deduct any amounts or charge cancellation fees.

How to Request a Refund

It is easy to request a refund, but it is helpful to give us as much and accurate information as possible so we can process it in a timely manner. To verify your refund, we will require the following information: Booking reference number, full name as listed on your booking, payment method and reason for your cancellation request. You may request a refund by logging in online, via e-mail or in person at our office. Upon receipt, our staff will process your request and let you know the amount of refund that is eligible within the timelines specified in this policy.

Contact Our Support Team

Dua Travels’ support team is here to guide you with all the queries and questions about cancellations, refunds, or your bookings. You can reach our expert team by phone during working hours. Please check our website https://duatravels.co.uk/ for more information or contact us.