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Refund Policy


Effective Date: 01/01/2025



Website: https://horizonumrah.com
Email: support@horizonumrah.com

At Horizon Umrah, we understand that travel plans may change, and we strive to accommodate our clients to the best of our ability while maintaining fairness and transparency. This Refund Policy outlines the terms under which refunds may be issued for our Umrah travel services, including flights, hotels, visas, and related arrangements.

1. General Terms

All requests for cancellations or refunds must be submitted in writing via email to support@horizonumrah.com with your full name, booking reference number, and reason for the request. Refunds, where applicable, will be processed to the original form of payment within 14 to 30 business days from the date of approval.

2. Booking Deposits

All Umrah bookings require a non-refundable deposit, which varies depending on the package selected. This deposit secures your hotel, visa, and travel arrangements and covers administrative fees and processing costs.

Unless otherwise stated in writing, the standard deposit amount is non-refundable under all circumstances, including changes of mind, travel restrictions, or failure to provide required documents.

3. Refund Eligibility

Refunds may be granted in the following situations:

  • Visa Rejection: If your Umrah visa application is rejected by the Saudi authorities and no travel arrangements have been finalized (e.g., flights issued or hotels confirmed), you may be eligible for a partial refund, minus the visa processing and administrative fees.

  • Medical Emergency: In the case of a serious medical emergency affecting the traveler before departure (proof required), a refund may be issued at the discretion of Horizon Umrah, subject to deductions for any non-recoverable costs.

  • Cancellation by Horizon Umrah: If we cancel your package due to operational or logistic reasons unrelated to the customer, a full refund will be offered.

4. Non-Refundable Components

Certain services are strictly non-refundable once booked, including but not limited to:

  • Saudi visa processing fees

  • Issued airline tickets (as per airline refund rules)

  • Hotel bookings that are non-cancellable or partially refundable

  • Ground transport and add-on services already confirmed

  • Administrative, banking, or currency exchange fees

5. Customer-Initiated Cancellations

If a customer chooses to cancel their booking for personal reasons, the following cancellation policy applies unless a more specific condition is outlined in the package agreement:

  • 30 days or more before departure: Eligible for a refund of up to 50% of the total package amount (minus deposit and any non-recoverable third-party fees).

  • 15–29 days before departure: Eligible for a refund of up to 25% (minus deposit and any third-party costs).

  • 14 days or less before departure: No refund will be issued due to the nature of non-refundable airline, hotel, and visa bookings.

6. No-Shows and Missed Departures

Failure to appear at the airport on the day of departure, missing connecting flights, or being denied boarding due to documentation issues will be considered a no-show. No refund will be issued in such cases, and the full cost of the package will be forfeited.

7. Force Majeure and Travel Disruptions

Horizon Umrah shall not be held liable for refund obligations arising from circumstances beyond our control, including but not limited to natural disasters, political unrest, pandemics, flight cancellations, or visa policy changes by the Saudi Government.

In such cases, we will attempt to recover funds from vendors where possible and offer you a credit or partial refund, subject to availability and discretion.

8. Refund Process

Once a refund is approved, it will be processed using the original payment method within 14 to 30 business days. You will receive an email confirmation once your refund is initiated. The timeline for funds to reflect in your account may vary depending on your bank or payment provider.

9. Travel Insurance

We strongly encourage all customers to purchase travel insurance that includes trip cancellation and medical coverage, as this may help you recover losses from unexpected cancellations or emergencies.

10. Contact for Refunds and Cancellations

To request a refund or cancellation, please contact us at:

Horizon Umrah
Email: support@horizonumrah.com
WhatsApp / Phone: (786) 460-8160
Website: https://horizonumrah.com

Please include your full name, booking reference, and a clear explanation of your request.

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