AFAQ Al MumtazahTerms & Conditions
Cancellation, Refunds & Booking Conditions
Effective 23 October 2026 · Version 2026-10-23
Important: Please read before booking
Before visa issuance, cancellations may qualify for a full refund, subject to any disclosed, non-refundable supplier charges. Once the Umrah visa is issued, the standard AFAQ package cancellation refund rate is 0%, except where applicable law requires otherwise. AFAQ may voluntarily help recover unused hotel charges or offer future travel credit, but this is not guaranteed.
1. Scope and acceptance
These terms apply to Umrah packages and services booked directly with AFAQ Al Mumtazah for Umrah Services through our website or booking team. Your confirmed quotation, hotel terms, payment summary and any terms explicitly disclosed for an individual service form part of your booking agreement. Bookings made directly on the Nusuk platform or through a third party may be subject to their own applicable terms.
2. Before the Umrah visa is issued
If AFAQ receives your written cancellation request before the visa is issued, the AFAQ-controlled visa charge and other amounts that have not been irreversibly committed are eligible for a 100% refund. If hotels, transport providers or other suppliers have already confirmed non-refundable reservations, the actual supplier cancellation costs may be deducted only where their conditions were disclosed as part of your booking. We will review those costs and provide an itemized explanation. A full refund is available where no such non-refundable costs apply.
3. After the Umrah visa is issued — 0% standard package refund
Once the Umrah visa has been issued, the standard cancellation refund rate for the booked AFAQ Umrah package is 0% of the amount paid for customer-requested cancellations, regardless of whether the customer has travelled, subject always to mandatory legal rights and any specific written exception agreed by AFAQ. The issuance of a visa is a significant, irreversible processing milestone. The package-wide 0% rule is an AFAQ booking policy; it should not be understood as a claim that government authorities prohibit refunds of every separate hotel or transport payment.
4. Visa fees and visa validity
Visa issuance fees are non-refundable once the visa has been issued under the applicable visa rules. Prior to issuance, refundable visa payments will be returned as described in section 2. Visa validity and permitted stay are determined solely by the type of visa issued and the dates stated on the official visa; AFAQ does not promise that an Umrah visa is valid for one year. A refused visa application will be reviewed under the applicable official refund rules and any supplier conditions.
5. Hotel reservations, transport and other suppliers
Hotels, transportation, tours and flights may carry individual amendment and cancellation rules, including no-show and non-refundable rates. Where a customer requests cancellation, AFAQ may contact the supplier and seek a waiver or refund as an exception. Any recovered amount and any credit offered by AFAQ will be confirmed in writing; supplier refunds are not guaranteed. Flights purchased separately by the traveller must be handled with the relevant airline or agent.
6. Voluntary future-booking credit / AFAQ Wallet
In exceptional cases, AFAQ may offer the recoverable or voluntarily approved amount as credit for a future AFAQ booking rather than as a cash refund, subject to the customer’s agreement. The amount, any usage conditions and how it can be redeemed will be confirmed in writing before any credit is applied. Travel credit is not automatically created by cancellation, and future prices and availability may differ.
7. Rescheduling, travel advisories and events beyond control
Date changes and rescheduling are subject to hotel, transport and service availability and may incur fare differences or supplier amendment fees. Travel advisories, personal safety concerns, insurance limitations, flight disruptions or other unforeseen events do not automatically cancel the agreed policy. AFAQ will review each case fairly and follow any mandatory rights or remedies arising under applicable law, including rules governing force majeure or services not provided.
8. Cancellation requests and refund procedure
Please email support@afaqumrah.com with your booking reference, traveller’s name, requested action and relevant supporting information. The time of receipt of the written request and the actual visa issuance status determine the cancellation stage. We will explain any confirmed supplier charges and any refund or credit approved. Refunds, where due, will be made by an appropriate permitted method after verification and any necessary supplier processing.
9. Applicable law and consumer rights
These terms are subject to the laws and regulations of the Kingdom of Saudi Arabia. Nothing in this policy excludes or limits a statutory right that cannot lawfully be waived. If an individual booking or the applicable authorities require a different cancellation or refund treatment, that requirement takes precedence.
10. Contact
AFAQ Al Mumtazah for Umrah Services · Jeddah, Saudi Arabia · Email: support@afaqumrah.com · Website: www.afaqumrah.com.