We understand that plans can change. This Refund & Cancellation Policy explains how cancellations, changes and refunds are handled for Umrah, Hajj and related Bookings made with Qibla Gateway. It should be read together with our Terms & Conditions. Because your trip is built from third-party services (flights, hotels, visas, transport), refunds depend heavily on those suppliers' own rules, some of which are strict or non-refundable.
How cancellations work
All cancellation and change requests must be made in writing (by email) and are effective only from the date and time we receive them during business hours. Cancellation charges depend on how far before departure you cancel and on the terms of the underlying airline, hotel, visa and ground-service suppliers. Verbal cancellations are not accepted.
How to request a cancellation or change
Send your request to info@qiblagateway.com with your booking reference and the names of the travellers affected. We will confirm receipt, calculate any applicable charges based on supplier rules at that time, and confirm the outcome in writing before processing.
Cancellation charges (customer-initiated)
For standard Umrah packages, the following guideline charges typically apply, in addition to the non-refundable deposit and any non-refundable supplier costs. Exact charges are confirmed at the time of cancellation because they depend on airline fare rules and hotel policies:
- More than 60 days before departure: loss of deposit; remaining balance refundable less any non-refundable supplier fees already incurred.
- 45-60 days before departure: cancellation charge of approximately 25-50% of the package price, plus non-refundable supplier costs.
- 15-44 days before departure: cancellation charge of approximately 50-75% of the package price, plus non-refundable supplier costs.
- Less than 15 days before departure, or after travel has begun: generally non-refundable.
Non-refundable components
Certain items are typically non-refundable once processed or issued, regardless of when you cancel:
- Issued airline tickets (subject only to the airline's own fare rules).
- Umrah/Hajj visas and Nusuk permits once applied for or issued, and related processing and insurance fees.
- Confirmed hotel nights within the supplier's non-refundable window.
- Booking deposits and any administrative or service fees.
Hajj bookings
Hajj Bookings are subject to separate, stricter cancellation terms due to limited quotas, advance supplier commitments, and Saudi regulations. Hajj deposits and payments are often largely or fully non-refundable once allocations, visas and Mashaer (Mina/Arafat) services are secured. Specific Hajj cancellation terms are provided in writing at the time of your Hajj Booking and take precedence over the general tiers above.
Changes and amendments
Requests to change dates, names, hotels, room types or other details after confirmation are subject to availability, to supplier amendment fees, and to any price difference. Airline name changes are frequently treated as a cancellation and re-booking by the carrier and priced accordingly.
Cancellation by us
If we cancel a confirmed Booking for reasons within our control and not caused by you or by Force Majeure, we will offer you a comparable alternative where available, or a refund of the amounts you paid for the affected services (less genuinely non-refundable supplier costs). This is the full extent of our liability for such cancellations.
Visa refusal, delay or passport issues
If a visa or Nusuk permit is refused, delayed or revoked by the authorities, or if you are unable to travel due to a passport or documentation problem, standard cancellation charges and non-refundable supplier costs apply. We are not able to refund amounts already committed to or retained by suppliers or authorities. This is why we strongly recommend comprehensive travel insurance.
No-shows and unused services
If you fail to show up for a flight, hotel or service, or do not use part of your itinerary, no refund is due for the unused portion, and doing so may cause suppliers to cancel later portions of your trip.
How and when refunds are paid
Approved refunds are made to the original payment method used for the Booking. Once the amount and eligibility are confirmed, refunds are typically processed within 14-30 business days, though the time for funds to appear depends on your bank or card issuer. Refunds are made in the original currency of payment; we are not responsible for exchange-rate movements or bank fees.
Chargebacks
Please contact us first to resolve any refund question. Initiating a chargeback for charges validly incurred, or before allowing us to process an agreed refund, may delay resolution and does not change the supplier cancellation rules that determine what is refundable.
Force majeure and extraordinary circumstances
Force Majeure (as defined in our Terms & Conditions) covers events such as pandemics, visa suspensions, changes to Hajj/Umrah quotas or regulations, government actions, and natural disasters. Where a trip is cancelled or disrupted for one of those reasons, refunds and credits are limited to amounts we can recover from suppliers, and any applicable government or supplier rules will govern. We will pass on recoverable refunds or credits to you as promptly as we are able.
Travel insurance
Many cancellation losses, including illness, family emergencies and certain unforeseen events, can be recovered through travel insurance but not through supplier refunds. We strongly recommend purchasing comprehensive travel insurance at the time of Booking.
Contact
To request a cancellation, change or refund, or to ask a question, contact Qibla Gateway at info@qiblagateway.com or +1 (916) 299-3388.
Questions about this policy?
Ask us before you book. We'd far rather talk a clause through with you now than have it surprise you later.