Refund and Cancellation Policy

2. Items That Are Never Refundable

The following costs are non-refundable in all circumstances, regardless of the reason for cancellation or the timing.

• The booking deposit, as stated in your written booking confirmation
• Saudi Umrah visa fees that have been submitted to the Saudi Embassy in Dhaka through the Maqam portal. These fees are paid directly to the Saudi government and cannot be recovered by UmrahLovers.
• Airline ticket fees where the airline applies non-refundable fares or cancellation penalties. UmrahLovers will inform you of the airline’s specific refund terms at the time of booking.
• Hotel no-show or late cancellation charges where the hotel applies its own non-refundable policy. Hotels near Masjid al-Haram during Ramadan and peak seasons typically apply 100% charges on cancellations inside 30 days.
• Biometric enrollment fees (Saudi Visa Bio app) where applicable.
• Meningitis vaccination costs.

3. Cancellation by UmrahLovers

3.1 Cancellation within our control

If UmrahLovers cancels your booking for reasons within our control, for example due to a commercial decision, a failure on our part to confirm the services, or an error in our operations, we will offer you the following options.

• A full refund of all amounts paid to UmrahLovers, processed within 14 working days
• A transfer to an alternative package of equivalent or better value at no additional cost
• A credit note for the full amount paid, redeemable against any future booking within 24 months

No cancellation fee is charged by UmrahLovers in this circumstance.

3.2 Cancellation due to force majeure

Force majeure events include circumstances beyond UmrahLovers’ reasonable control: acts of the Saudi government (including suspension of Umrah visa issuance during the pre-Hajj period), airline collapse or strike, natural disasters, pandemics, civil unrest, or war.

In force majeure situations, UmrahLovers will:

• Make every effort to offer alternative dates or packages
• Issue a credit note for the full amount paid where alternative dates cannot be agreed
• Where costs can be recovered from hotels, airlines, or visa authorities, refund the recoverable portion after deducting non-recoverable third-party costs

4. Specific Scenarios

4.1 Visa rejection by the Saudi Embassy

If your Saudi Umrah visa application is rejected, UmrahLovers will refund any visa processing service fees we have charged that have not yet been paid to the Saudi Embassy. Visa fees already submitted to the Saudi Embassy are not refundable by us.

If a visa rejection results in you being unable to travel, the standard cancellation fee schedule in Section 1.2 applies to the remainder of your package. Where a visa is rejected due to an error on UmrahLovers’ part in the application process, we will waive cancellation fees and provide a full refund.

4.2 Medical emergency or serious illness before departure

If you cannot travel due to a documented medical emergency or serious illness, contact us immediately at +880 1901-468557 or book@umrahlovers.com. Provide a medical certificate from a registered physician. In genuine medical emergencies, UmrahLovers will review the situation individually and, where third-party costs allow, offer the most generous refund or reschedule option available.

This is why UmrahLovers strongly recommends purchasing comprehensive travel insurance that covers medical cancellation. Insurance provides the full refund protection that our cancellation policy, constrained by third-party costs, cannot always guarantee.

4.3 Death in the immediate family before departure

If a death occurs in your immediate family (spouse, parent, sibling, or child) within 7 days of your departure date, contact us immediately. On receipt of a death certificate, UmrahLovers will waive cancellation fees and offer a full credit note redeemable within 24 months, or a refund of all recoverable amounts after third-party costs are deducted.

4.4 Ramadan package cancellations

Ramadan packages carry additional cancellation risk because Makkah hotels apply their highest penalties during this period. Hotels near Masjid al-Haram during Ramadan, particularly the last 10 nights, typically apply 100% charges on any cancellation. UmrahLovers will advise you of the specific hotel cancellation terms at the time of booking for any Ramadan package.

INTERNAL LINK: ‘Ramadan Umrah Package Bangladesh’  >  https://umrahlovers.com/best-ramadan-umrah-package/

4.5 Group booking cancellations

For group bookings of 10 or more persons, individual members of the group may cancel according to the standard schedule in Section 1.2. If the entire group cancels, the group leader must notify UmrahLovers in writing. Where individual group members cancel, their individual share of the package price is used to calculate the cancellation fee, not the full group total.

INTERNAL LINK: ‘Group Umrah Package Bangladesh’  >  https://umrahlovers.com/best-group-umrah-packages/

4.6 Visa-only or flight-only arrangements

For visa-only or flight-only bookings (from BDT 35,000), cancellation fees depend on whether the visa has already been submitted and whether the airline ticket has been issued. Once a visa is submitted to the Saudi Embassy, the visa fee component is non-refundable. Once a flight ticket is issued, airline cancellation or change fees apply. Contact us before cancelling any visa-only or flight-only arrangement so we can confirm the exact recoverable amount.

5. Rescheduling and Changes Instead of Cancelling

If you cannot travel on your original dates but wish to perform Umrah at a later date, rescheduling is often a better option than cancelling. Contact us as early as possible at +880 1901-468557 or book@umrahlovers.com.

5.1 Rescheduling before visa submission

If your visa has not yet been submitted to the Saudi Embassy, rescheduling to different dates is typically possible with a minimal administration fee of BDT 2,000 to 5,000 per person, subject to hotel and flight availability on your new dates. This is significantly less than the cancellation fee and we will always present this option first.

5.2 Rescheduling after visa submission

Once a visa has been issued, it must be used within 30 days of issuance (July 2026 rule). If you cannot travel within this window, a new visa application will be required for rescheduled travel. New visa fees apply. Airline rebooking fees also apply based on the ticket type issued.

5.3 Upgrading your package

You can upgrade your hotel tier or extend your duration at any time before visa submission, subject to availability. Upgrades do not incur an administration fee. You pay only the price difference between your original and upgraded package.

6. How to Request a Refund

To request a refund, follow these steps.

1. Contact UmrahLovers in writing at book@umrahlovers.com or by WhatsApp to +880 1901-468557. State your full name, booking reference number, departure date, and the reason for cancellation or refund request.
2. Provide supporting documentation where applicable: medical certificate, death certificate, or any other relevant evidence.
3. UmrahLovers will confirm receipt of your request within 2 working days and provide a written calculation of the refund amount due under this policy.
4. Once the refund amount is agreed, UmrahLovers will process the payment within 14 working days to the same payment method used for the original booking.
5. If any third-party refund (airline, hotel) is still pending from our suppliers, we will inform you of the expected timeline and process your refund as soon as the funds are received.