Refund & Cancellation policy

Road to Umrah acts as a travel agent, arranging flights, holidays, and Umrah packages on behalf of Principal Suppliers (airlines, hotels, and operators). Because your travel contract sits with the supplier, refunds are determined both by the supplier’s fare or booking rules and by this policy. This page explains, in plain terms, what happens when you cancel, what happens when a supplier cancels, and how and when refunds are processed. It should be read together with our Terms & Conditions, which govern in full.

1. If You Cancel Your Booking

What you can recover depends on what you booked. Cancellation terms fall into three main categories:

• Global flights: Refunds are governed entirely by the airline’s fare rules. Most promotional and contracted (wholesale) fares are 100% non-refundable and non-changeable once tickets are issued. Where the fare rules do permit a refund, a £75 Road to Umrah administration fee per passenger applies to processing it. Road to Umrah acts only as an agent; if the airline refuses or delays a refund, Road to Umrah is not financially liable.
• Tailored holidays: Package deposits are non-refundable. Cancellation is subject to tiered charges based on how many days before departure we receive your written notice, rising to a charge equivalent to 100% of the total booking value for cancellations within 29 days of departure. Please note: many hotel rooms, transfers, excursions, and local activities are 100% non-refundable from the time of booking. Where our suppliers’ cancellation penalties are stricter than our tiered charges, the supplier’s terms will apply and you will be liable for the full cost of those non-refundable elements.
• Umrah packages: Umrah bookings involve non-refundable Saudi visa costs and block ground and accommodation allocations. Deposits used to lock in airfares are strictly non-refundable. The full Umrah terms are set out in section 5.
• No-shows and missed segments: If you do not check in for a flight segment, the airline will typically cancel all later segments on the same ticket automatically. No refund is payable in that case, and onward travel must be re-booked at prevailing fares at your own expense.

2. If the Airline or Supplier Cancels or Makes a Major Change

Where a Principal Supplier cancels your flight or holiday, or makes a significant change to it, you are entitled to the refund of all sums due to you in respect of the cancelled services, less any element already provided. We will request that refund from the supplier on your behalf and pass it to you as set out in section 4.

Minor schedule changes: A change to a flight schedule of less than 12 hours from the originally confirmed time is treated as a minor change and does not, by itself, give rise to a right of refund or cancellation without penalty.

What to do: If you are notified of a cancellation or major change — by us, the airline, or the operator — contact us at inquires@roadtoumrah.co.uk or +44 1215 291630 and we will confirm your options (a refund, or an alternative where available) and begin processing without delay.

Supplier default and force majeure: Road to Umrah accepts no liability for bookings cancelled, amended, or delayed due to factors outside our control, including supplier insolvency, weather, strikes, or government actions. Any refunds in these scenarios are strictly subject to what we successfully recover from the Principal Supplier.

3. ATOL-Protected Bookings

4. How and When Refunds Are Processed

Any refund due to you is made to the original payment method. Where a refund arises because a package was terminated, we process it without undue delay and, in any event, no later than 14 days after the contract is terminated, in line with the Package Travel and Linked Travel Arrangements Regulations 2018. Where a refund depends on first recovering sums from a Principal Supplier, we pass the recovered amount to you promptly once it is received.

Book Now, Pay Later & Instalment bookings: If you paid using an instalment facility or low deposit plan, any refund recovered is applied against your outstanding balance to the extent permitted. Cancelling a trip does not automatically cancel the credit agreement or payment schedule, and if a refund is less than the balance owed you remain liable for the shortfall.

5. Umrah and Specialised Religious Travel

Once an Umrah visa application has been submitted on your behalf, the visa fee is non-refundable regardless of the outcome. Hotel allotments in Makkah and Madinah during peak periods (including Ramadan and the December school-holiday window) are sold to us on a non-refundable, non-transferable basis and inherit those conditions.

6. Disputes and Chargebacks

If you have a concern about a booking, fee, or supplier charge, please raise it with us in writing first and allow a minimum of 14 business days for us to investigate and respond before escalating to your bank or card issuer. By booking with us you agree not to initiate a card chargeback in respect of our agency administration fees, non-refundable deposits, or supplier penalties correctly passed on to you. Full detail is set out in our Terms & Conditions.

7. How to Request a Refund or Cancellation

To request a cancellation or inquire about refunds, please contact our support team with your booking reference:

Road to Umrah · Registered in England and Wales · ATOL Protected