Last Updated: 13 May 2025

1. Introduction

This Cancellation & Refund Policy outlines the terms and conditions regarding cancellations and refunds for bookings made through Maqam Travels. By using our services, you agree to abide by the terms stated in this policy.

2. Cancellation Policy

2.1 Cancellation Procedure

• A formal cancellation request must be submitted in writing or via email to refund@maqamtravels.com.
• Processing time: Within 14 business days after cancellation approval.
• Refunds will be made via the original payment method or bank transfer.

2.2 Cancellation Charges

Cancellation Stage	Cancellation Charges
Payments below UGX 1,000,000	5% Transaction Fee
After Booking & Before Visa Approval	UGX 200,000 (Umrah Administrative Charges) UGX 350,000 (Hajj Administrative Charges)
After Visa Approval	Visa Fee (non-refundable)
Less than 30 days before tour departure	50% of the package cost
Less than 15 days before tour departure	75% of the package cost
Less than 7 days before tour departure	100% of the package cost
Flight, Hotel & transport once already booked	100% Non-Refundable once booked

2.3 Exceptions for Refunds

Partial refunds may be considered under the following circumstances:

• Death of the traveler (official death certificate required).
• Hospitalization preventing travel (hospital-issued medical certificate required; general practitioner letters are not accepted).
• Visa rejection by Saudi authorities, subject to deductions for processing fees and administrative costs.

Refund approvals for exceptional cases are at the sole discretion of Maqam Travels and service providers.

2.4 Cancellation by Maqam Travels

If Maqam Travels cancels a booking due to unforeseen circumstances, a full refund will be issued to the user.

In cases where the service provider (e.g., airline, hotel, or Authorities) cancels services, refunds will be processed as per the provider's refund policy.

3. Payment Policy

3.1 Umrah & Holiday Packages

• 1st Payment: UGX 1,000,000 per person at the time of booking.
• Final Payment: Balance due 21 days before departure.

3.2 Hajj Packages

• 1st Payment: UGX 5,000,000 per person at the time of booking.
• Final Payment: 45 days before departure.

Visa issuance: 30% of the remaining amount before Hajj Visa issuance.

4. Refund Policy

• Refunds are processed within 14 business days after the cancellation request is approved.
• Refunds will be made via the original payment method or bank transfer.
• Failure to appear at the scheduled departure time and location will be treated as a no-show. No refunds or rescheduling will be permitted.
• If there are any excess payments, Maqam Travels will issue a Credit Note valid for future bookings.
• If the customer chooses not to utilize the Credit Note, they may request a refund by Mobile Money or bank transfer.
• Electronic refunds (via bank transfer) are processed on the 10th of every month.

5. Visa Refusal Policy

In case of visa refusal by the embassy, the amount paid for visa fees is non refundable.

6. Force Majeure & Unforeseen Events

Maqam Travels shall not be liable for cancellations or modifications due to force majeure events, including but not limited to:

• Natural disasters (earthquakes, floods, hurricanes, etc.)
• Political instability, war, or civil unrest
• Government travel restrictions or lockdowns
• Airline strikes or transportation disruptions

In such cases, refunds will be processed as per the policies of the relevant service providers.

7. Contact Information

By booking with Maqam Travels, users acknowledge that they have read, understood, and agreed to this Cancellation & Refund Policy.