Refund and Cancellation Policy

Applicability

The Refund and Cancellation Policy herein and all related policies and terms of use (User Agreement) are applicable to all customers/clients who visit our Website and/or avail our Umrah Visa, travel insurance, and other related products and services provided by AL MAHAD TOURS & TRAVELS PRIVATE LIMITED. It is strongly recommended that you go through each policy carefully and understand them, as they are binding on all users/customers. If the User does not agree with any of the policies and/or terms of use, they must not access Al Mahad's Website, shall not avail any of our services, and must not approach any of our partners and associates.

Hereon, the following Refund and Cancellation Policy statement of Al Mahad Tours and Travels Pvt. Ltd. will refer to the User/customer as "you", "your", "customer", "client", "User" and so forth. Likewise, it will refer to Al Mahad Tours and Travels Pvt. Ltd. as "us", "we", "our", "Al Mahad", "Website Owner" and so forth. By buying our Umrah Visa, insurance, and/or related products and services, you explicitly agree to and are bound by the terms in our User Agreement (Terms and Conditions), Privacy Policy, and Refund and Cancellation Policy hereunder and on all related pages.

General Terms for Refund and Cancellation 

AL MAHAD TOURS & TRAVELS PRIVATE LIMITED believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:

• Cancellations will be considered only if the request is made immediately after placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.

• AL MAHAD TOURS & TRAVELS PRIVATE LIMITED does not accept cancellation requests for perishable items like flowers, eatables, etc. However, refund/replacement can be made if the customer establishes that the quality of product delivered is not good.

• In case of receipt of damaged or defective items, please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within 2 days of receipt of the products. In case you feel that the product received is not as shown on the Website or as per your expectations, you must bring it to the notice of our Customer Service within 2 days after receiving the product. The Customer Service team will take an appropriate decision after looking into the validity of your complaint.

• In case of complaints regarding products that come with a warranty from manufacturers and/or Service Providers, please refer the issue to them directly.

• In case of any refunds approved by Al Mahad Tours and Travels Pvt. Ltd., it may take 1-2 working days or longer for the refund to be processed to the end customer. The refund and cancellation terms and processing times may vary from one case to another.

• In case of natural calamities that lead to service purchase cancellations, the subsequent refund will depend upon the situation and no enforcement for refund will be considered or granted outside of applicable policy.

Refund Terms

All refunds will be processed as per the price rules, refund, and cancellation policy subject to Al Mahad receiving the same from respective Service Providers including but not limited to insurance companies and Umrah Visa agents. However, the convenience fees paid at the time of booking a service is non-refundable. The User agrees that Al Mahad is not liable for any delays in refund of the amount from respective Service Providers or independent contractors. All refund disputes and claims must be directly settled by the User with the respective Service Provider.

If the User is cancelling a service directly with the Service Provider, he/she needs to intimate the same to Al Mahad Tours and Travels Pvt. Ltd. immediately in order for the refund process to be initiated. The processing time for refunds may vary from one case to another, depending on the bank, mode of payment, applicability, and other relevant reasons.

Please note that the refund will be processed after deducting Al Mahad's service fee (as applicable), which is different from the convenience fee as mentioned above. The User agrees to be liable to pay any additional fee or sum required to make changes or cancellations. The exact amount of service of administrative charges will be determined by the timing of the refund request, services already processed and/or confirmed, and the stage of arrangements and bookings, among other criteria as and when applicable. These charges are non-negotiable and non-refundable regardless of circumstances, and will therefore apply to all refund cases.

Typically, the refund amount is credited to the same account/source which was used by the User to make the payment for booking the service. For example, if a User paid through a credit card, Al Mahad will make the appropriate charge reversal back to the same credit card. Similarly, if the User made payment through a debit card, the refund will be credited to the same debit card, and so forth.

Cancellation Policy

Al Mahad Tours and Travels Pvt. Ltd. will do its utmost best to get your Umrah Visa successfully processed on time for your pilgrimage. Al Mahad is not liable if your visa gets rejected and you have to cancel your trip because of it. The onus of submitting correct information for successful visa applications lies solely on the User. Similarly, if you are unable to successfully get insurance for your trip despite our efforts and you have to cancel your trip because of it, we cannot be held liable or responsible for it.

If you wish to reapply/appeal against the rejection of your Umrah visa and insurance service, Al Mahad can pursue it diligently but only at your behest or express instructions. Therefore, Al Mahad will not initiate the reapplication/appeal process unless otherwise asked or requested to do so by the User. Please note that appealing against rejection and/or reapplying for visa and insurance will be considered a fresh/new transaction, and you will have to pay the applicable convenience fees along with the service fee to Al Mahad.

For any reason, if the User cancels the trip even after successfully receiving the visa, insurance, and other relevant services or products from us, Al Mahad is not liable or responsible for the losses incurred due to such cancellations. We cannot guarantee a refund in such cases unless it meets our relevant policy guidelines and is in line with the refund and cancellation policies of our Service Providers (as applicable). In case your service request is cancelled by us and/or our associated Service Providers, we will refund you the maximum amount as applicable as per the Refund and Cancellation policy.

Travel Insurance

The refund and cancellation policy for any travel insurance service you book with Al Mahad will depend on the policies of the respective Service Provider. Al Mahad is not responsible or liable for refunding any insurance claims the User may have against the Service Provider, as we do not have ownership or control over these Service Providers and independent contractors and/or entities associated with us. We also do not guarantee the quality or assurance of service on their behalf.

It is recommended that users read the terms and conditions and refund and cancellation policy of the insurance providers they wish to buy service from. The User agrees to contact the insurance company directly to settle any disputes or claims, and Al Mahad Tours and Travels Pvt. Ltd. shall not provide any implied or express undertakings for acceptance of any claims by the respective insurance provider.

Rates and Price Variations

Al Mahad Tours and Travels Pvt. Ltd. reserves the right to change/vary prices and rates for Visa, insurance, and all other related services and products, especially in the event of changes in market trends, exchange rates, tax changes, cost hikes by associated agents and Service Providers, and other relevant reasons as applicable. The User agrees to pay the difference in amount if the price/rate changes due to any of these aforementioned reasons and other applicable ones, when notified by our Customer Service team. If the User chooses to cancel the service booking due to the price change, he/she agrees to pay the applicable cancellation fees as outlined in the Refund and Cancellation Policy.

We are not liable or responsible for the increase in rates at any given time. Prices quoted are relevant and appropriate to the specific product/service at the time of making a quote, and these rates may vary prior to the final payment stage. Rates and prices may also be exclusive of government taxes and similar fees. Please note that all prices/rates are subject to availability and we retain the right to withdraw or vary prices without any prior notice whatsoever.

Payment Policy

The User can make payment to Al Mahad Tours and Travels Pvt. Ltd. for services through all major credit and debit cards and net banking in Rupees (INR). The User agrees and acknowledges that he/she is the cardholder for all online payments made in the aforementioned ways, and that their identification exactly matches with that of the card used to make the service purchase. Furthermore, the User agrees to promptly provide proof of matching cardholder identification upon request at any given time within 1 to 2 months of the service purchase.

The User must note that violation of this policy may result in cancellation of service reservations, and in the User being denied access to applicable and/or related products and services, and in forfeiting any monies paid toward such service purchases, and/or in our debiting your account for applicable charges we may incur as a result of such violations.

We accept cash, UPI, and cheque payments in exceptional cases and at our sole discretion, and the User can contact our Customer Service agents via call or email for more options. The User agrees that if there is shortchanging for listing, transaction fees, services, and/or any other charges due to technical or other reasons, Al Mahad reserves the right to claim/charge/deduct the balance subsequent to the respective transaction at our sole discretion.

Payment Security

Al Mahad Tours and Travels Pvt. Ltd. ensures every transaction conducted online by the User is done so in a safe and secure environment. To ensure this, we have stringent security measures that feature the best encryption technology by the leaders in encryption, which helps convert your sensitive credit and debit card information into scrambled bits of code before being securely transmitted over the internet.

The security encryption prevents the scrambled data from being read or understood as the important financial information passes over the internet to our servers. Note that your card details may be shared with our Service Providers and/or affiliated associates to the extent deemed necessary to complete the translation at our sole discretion.

If the User feels more comfortable giving credit and debit card details over the phone, they can call our customer service experts on the number displayed on the Website. You can also write to us on our official email address if you have any additional queries, doubts, or concerns about the payment process, and we will respond to you as soon as possible.

Additional Fees and Payment

Al Mahad Tours and Travels Pvt. Ltd. reserves the right to charge the User a service/processing/administration fee towards the cost of providing Umrah Visa, insurance, and all other related services and products. This covers the cost of providing the services of submitting the visa application on your behalf to the concerned embassy. This service/processing/administrative fee is in addition to the visa fees, embassy charges, and any other relevant fees called by whatever name and/or prescribed by the respective embassy and authorities.

The User agrees to pay this service/processing/administrative fees to Al Mahad at the time of engaging our services to obtain Umrah visa and related services. Al Mahad is not liable to refund this service/processing/administrative fee for any reason whatsoever, including but not limited to if the visa application gets rejected by the embassy or the User ultimately decides not to submit the application.

In addition to the aforementioned service charges and fees, any payment for logistics, including but not limited to collection of passports, picking up of documents, courier costs, and other relevant expenses incurred by Al Mahad beyond our regular scope of services and work shall be separately payable to us by the User.

Embassy charges, tax fluctuations, insurance processing costs, and all other charges outside of the control of Al Mahad are subject to change from time to time, depending on the changes in rules and policies by the relevant authorities and entities without any prior notice. Al Mahad is not liable for these changes, and such costs are non-refundable after visa application is submitted and insurance booked.

Amendments to Refund and Cancellation Policy

We retain the right to modify, entirely change, and/or revise any or all parts of this Refund and Cancellation Policy statement without any prior notice. The updated/modified policy will be effective and applicable immediately from the day it is changed. We encourage users to frequently review the Refund and Cancellation Policy and all other terms of use to learn of any changes in the agreement. The User's continual use of the Website and services of Al Mahad Tours and Travels Pvt. Ltd. will constitute as agreement with our changed/amended policies and regulations.

Important Note:

• Al Mahad reserves the right to make the final decision on all refund requests at our sole discretion.

• All cancellation and refund requests must be made as immediately as possible and submitted in writing.

• The processing time for approving and successfully generating refunds will vary from one case to another.

• All policies, including the Refund and Cancellation Policy herein, are subject to change without any prior notice, and the latest/updated policies will always apply immediately.

• Service fees, additional charges such as embassy fees, and other related payments are non-negotiable and non-refundable, regardless of service purchase circumstances.

• Despite our best efforts, Al Mahad cannot guarantee a full refund or even a partial one, as it depends on the specific case and circumstances.

Terms and Conditions Agreement, and Privacy Policy

Al Mahad has a detailed User Agreement (“Terms and Conditions” or “Terms of Use”) outlining the policies, rules, and regulations of using its Website and Services. We also have a strong Privacy Policy statement, clearly outlining the ways in which we collect, store, use, and expunge the personal information our users share with us when using the Website, browsing, registering a user account, booking our services, and in all other applicable ways.

Therefore, in addition to reviewing our Refund and Cancellation Policy, we strongly recommend that you (the User) read both, our Terms and Conditions and Privacy Policy as well, to learn more about these and come into agreement with them. Please note that the User Agreement and Privacy Policy are just as binding on the customers/users as the Refund and Cancellation Policy statement above.