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Refund & Dispute Policy

Effective Date: 1 April 2026  |  Last Updated: 14 April 2026

Ilahi Tours and Travels is committed to fair and transparent refund practices. Please read this policy carefully before making a booking. By confirming a reservation, you agree to the terms outlined below. If you have any questions, contact us at info@ilahitours.ae before booking.

Refund Timeline

7–21 Business Days

Dispute Response

Within 48 Hours

Cancellation

Written Request Only

1. Overview

  • At Ilahi Tours and Travels, we strive to provide the best travel experience. We understand that plans can change, and this policy outlines our process for refunds and dispute resolution in a fair and transparent manner.
  • All cancellation and refund requests must be submitted in writing to info@ilahitours.ae. Verbal or phone requests will not be accepted.
  • This policy applies to all bookings made directly with Ilahi Tours and Travels, including holiday packages, visa services, hotel bookings, and Umrah packages.

2. Cancellation & Refund for Holiday Packages

  • The following cancellation charges apply from the date we receive your written cancellation request:
  • More than 30 days before departure: Refund of full amount minus the non-refundable deposit.
  • 21–30 days before departure: 25% cancellation charge of total booking value.
  • 15–20 days before departure: 50% cancellation charge of total booking value.
  • 7–14 days before departure: 75% cancellation charge of total booking value.
  • Less than 7 days before departure or no-show: 100% cancellation charge — no refund.
  • Note: Some airlines, hotels, and tour operators have strict no-refund policies. In such cases, we will inform you at the time of booking, and the above schedule may not apply.

3. Cancellation & Refund for Visa Services

  • Visa application fees paid to embassies or government authorities are strictly non-refundable, regardless of the outcome of the application.
  • Our service fee is non-refundable once the visa application has been submitted.
  • If we have not yet submitted your application and you wish to cancel, a partial refund of our service fee may be considered after deducting administrative charges.
  • In the event of a visa refusal, no refund will be issued for government or embassy fees. Our service fee refund will be assessed on a case-by-case basis.

4. Cancellation & Refund for Hotel Bookings

  • Hotel cancellation policies vary by property and room type. The specific cancellation policy will be communicated at the time of booking.
  • Non-refundable hotel rates are clearly indicated at the time of booking and are not eligible for any refund.
  • For refundable bookings, cancellations made within the hotel's free-cancellation window will receive a full refund minus any processing fees.
  • Refunds for hotel bookings are subject to the individual hotel's policy and may take up to 14 business days to process.

5. Cancellation & Refund for Umrah Packages

  • Umrah packages involve third-party services including flights, accommodation in Makkah and Madinah, and ground transport. Cancellation charges are subject to the policies of these providers.
  • More than 45 days before departure: Refund minus non-refundable deposit and airline charges.
  • 30–45 days before departure: 40% cancellation charge.
  • 15–29 days before departure: 60% cancellation charge.
  • Less than 15 days before departure: 100% cancellation charge — no refund.
  • During peak seasons (Ramadan, Hajj period), stricter cancellation terms may apply and will be communicated at the time of booking.

6. Force Majeure

  • In the event of circumstances beyond our control — including but not limited to natural disasters, pandemics, war, government travel restrictions, or airline cancellations — our standard cancellation policy may be modified.
  • In such cases, we will endeavour to offer alternative travel dates, travel credits, or partial refunds where possible.
  • We are not liable for any additional costs, losses, or inconveniences caused by force majeure events.

7. Refund Process & Timeline

  • Once a cancellation request is approved, refunds will be processed as follows:
  • Credit/Debit Card payments: Refunded to the original card within 7–14 business days.
  • Bank Transfer payments: Refunded to the original bank account within 10–21 business days.
  • All refunds are processed in UAE Dirhams (AED). We are not responsible for any exchange rate differences.
  • Refunds will only be made to the original payment method used at the time of booking.

8. Non-Refundable Items

  • The following are strictly non-refundable under all circumstances:
  • Visa application fees and embassy charges.
  • Travel insurance premiums.
  • Non-refundable airline tickets once issued.
  • Non-refundable hotel rates as specified at the time of booking.
  • Processing and administrative fees charged by Ilahi Tours and Travels.
  • Any costs incurred due to incorrect information provided by the customer.

9. Dispute Resolution

  • If you are dissatisfied with any aspect of our service, we encourage you to contact us first so we can resolve the matter promptly.
  • Step 1 — Contact Us: Email your concern to info@ilahitours.ae with your booking reference, a clear description of the issue, and any supporting documents. We aim to acknowledge all complaints within 48 hours.
  • Step 2 — Internal Review: Our customer service team will investigate and respond with a resolution within 5–7 business days.
  • Step 3 — Escalation: If you are not satisfied with our response, the matter can be escalated to our management team at the same email address, marked 'Escalation'.
  • Step 4 — Formal Dispute: If the dispute remains unresolved, it may be referred to the relevant UAE consumer protection authority or resolved through the courts of the United Arab Emirates in accordance with UAE law.

10. Amendments to Bookings

  • Requests to change travel dates, destinations, or passenger details must be submitted in writing.
  • Amendment fees may apply and are dependent on the policies of airlines, hotels, and other service providers.
  • If the amended booking results in a higher cost, the difference must be paid before the change is confirmed.
  • If the amended booking results in a lower cost, a refund of the difference may be issued after deducting any applicable fees.

11. Contact Us

  • For all refund requests, cancellations, or dispute queries, please reach out to us:
  • Email: info@ilahitours.ae
  • Phone: +971 054 174 0019
  • Address: ILAHI TOURS AND TRAVELS FZE, Office C1-1F-SF9348, C1 Building, Ajman Free Zone, United Arab Emirates
  • Business Hours: Monday to Saturday, 9:00 AM – 7:00 PM (UAE Time)