Refund & Cancellation Policy

Durob Alhijrah Travel & Tourism is committed to providing transparent and reliable travel services. This Refund & Cancellation Policy explains the conditions governing cancellations, amendments, refunds, and service modifications for bookings made through our Website, mobile application, customer service channels, or authorized representatives.

By confirming a booking or making a payment, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.

1. General Policy

• Refunds and cancellations are subject to the terms and conditions of the relevant service provider.
• Different services may have different cancellation and refund rules.
• Some bookings may be non-refundable or partially refundable.
• Administrative or processing fees may apply where permitted.
• In the event of any conflict between this Policy and a supplier's policy, the supplier's policy shall prevail unless otherwise required by applicable law.

2. Flight Ticket Cancellations

• Airline tickets are governed by the fare rules of the issuing airline.
• Refund eligibility depends on the fare type purchased.
• Promotional, discounted, or special fares may be non-refundable.
• Amendment fees, cancellation fees, fare differences, and airline penalties may apply.
• The Company is not responsible if an airline rejects a refund request according to its own fare rules.

3. Hotel Booking Cancellations

• Hotel cancellations are subject to each hotel's cancellation policy.
• Certain reservations may allow free cancellation before a specified deadline.
• Late cancellations may incur cancellation charges.
• Failure to check in (No-Show) may result in the full booking amount being charged without refund.
• The Company cannot waive hotel cancellation penalties imposed by the hotel.

4. Transportation Services

Transportation bookings may be amended or cancelled subject to operational availability.

Customers should note that:

• Cancellation requests submitted shortly before the scheduled pickup time may incur cancellation fees.
• Failure to arrive at the agreed pickup location and time may be treated as a No-Show.
• If transportation cannot be provided due to operational reasons or force majeure, the Company will make reasonable efforts to arrange an alternative service or process an eligible refund.

5. Tour Packages

Tour package cancellations are subject to:

• Supplier agreements
• Hotel policies
• Airline rules
• Transportation arrangements
• Local tour operator conditions

If any portion of a tour package has already been used, only the unused eligible portion may qualify for a refund, subject to supplier approval.

6. Booking Amendments

Customers may request booking amendments, including:

• Travel dates
• Passenger information (where permitted)
• Hotel changes
• Transportation schedules
• Tour arrangements

All amendments remain subject to:

• Availability
• Supplier approval
• Applicable amendment fees
• Fare or price differences

The Company cannot guarantee that all requested changes can be accommodated.

7. Non-Refundable Services

The following may be non-refundable:

• Promotional airline tickets
• Discounted travel packages
• Non-refundable hotel reservations
• Completed transportation services
• Visa processing fees
• Government charges
• Insurance premiums
• Supplier administrative fees

8. Refund Requests

Refund requests may be submitted through:

• The Company's Website
• Customer Service
• Email
• Official communication channels

Customers may be required to provide:

• Booking reference number
• Full name
• Identification details
• Reason for the refund request
• Supporting documentation where applicable

9. Refund Processing Time

Refund processing times depend on:

• Airline policies
• Hotel policies
• Supplier processing procedures
• Banking institutions
• Payment method used

Once approved, refunds will generally be returned to the original payment method.

The Company is not responsible for delays caused by banks, payment processors, or third-party suppliers.

10. Refund Method

Approved refunds will normally be credited back to the original payment method used during the booking process unless otherwise required by applicable law or agreed in writing.

11. Force Majeure

The Company shall not be liable for cancellations, delays, or service interruptions resulting from circumstances beyond its reasonable control, including but not limited to:

• Natural disasters
• Severe weather
• Floods
• Earthquakes
• Epidemics
• Pandemics
• War
• Civil unrest
• Government restrictions
• Airport closures
• Border closures
• Labor strikes
• Technical failures affecting suppliers

Refund eligibility in such circumstances will depend on the policies of the relevant service providers and applicable laws.

12. Customer Responsibilities

Customers are responsible for:

• Reviewing booking details before payment.
• Providing accurate passenger information.
• Arriving on time for flights, transportation, and tours.
• Holding valid passports, visas, and travel documents.
• Complying with airline, hotel, transportation, and destination country regulations.

The Company shall not be responsible for losses resulting from inaccurate information or failure to meet travel requirements.

13. Company's Right to Cancel

The Company reserves the right to cancel or modify bookings where necessary due to:

• Operational requirements
• Safety concerns
• Supplier requests
• Fraud prevention
• Legal or regulatory obligations
• Circumstances beyond the Company's control

Where applicable, Customers will be offered an alternative service or an eligible refund.

14. Contact Us

For cancellation requests, amendments, refund inquiries, or further assistance, please contact Durob Alhijrah Travel & Tourism through the official contact information available on our Website.