Cancellation and refunds

1.The short version

If we cancel a programme, you get everything back. If you cancel, what you get back depends on how close to departure it is, because by then we have already paid airlines and hotels on your behalf.

Whatever the situation, we will show you exactly what was spent and what was recovered. You are entitled to that, and we would rather explain a figure than defend one.

2.If we cancel

If we cancel a programme for any reason that is not your doing — most commonly because the group does not reach the minimum number of pilgrims — you receive a full refund of every rufiyaa you have paid us. There is no administration charge and no deduction.

We will not compensate costs you arranged yourself, such as domestic flights or ferries to Malé, or time taken off work. Please bear that in mind before booking those separately, and consider travel insurance that covers cancellation.

3.The minimum number, and when we decideTo be confirmed

Every group programme has a minimum number of pilgrims below which it cannot operate, and a date by which we decide whether it proceeds. Both are published on the programme page before booking opens.

We set that decision date deliberately early, so that if a programme is called off your money is returned while it is still intact rather than after it has been committed to suppliers.

4.How your deposit is heldTo be confirmed

Deposits are used to secure airline seats and hotel rooms, which is what makes a group programme possible at the price we quote.

How deposits are held between booking and departure is being decided by our Board, and we will state the answer plainly here rather than leave it implied. You are entitled to know whether your deposit is being held separately or used to pay suppliers before you decide to pay it.

5.If you cancelTo be confirmed

You may cancel at any time by telling us in writing — a letter, an email, or a message to our office is enough. The date we receive it is the date we use.

The amount refunded depends on how long before departure you cancel. Our commitments to airlines and hotels are made in stages, so the closer to departure, the less is recoverable.

6.Cancelling for medical reasons

If you or an immediate family member falls seriously ill, tell us as soon as you can and send us a medical certificate. We will do what we can to recover costs from our suppliers and will pass on whatever we recover.

This is also the situation travel insurance exists for, and a policy will usually return considerably more than we are able to. We recommend arranging it at the time you book, not later.

7.Sending someone in your place

If you cannot travel, you may in most cases transfer your place to another person, which is usually far better for you than cancelling.

The replacement pilgrim must meet the same visa requirements, must have a passport valid for six months beyond the return date, and must be acceptable to the airline and to the Saudi authorities. Airlines usually charge a name-change fee, and where a ticket cannot be changed a new one must be bought. We will tell you the cost before anything is committed.

Transfers are not always possible close to departure, particularly once visas are issued.

8.If your visa is refused

Where a visa is refused for a reason outside your control, we refund what we are able to recover from our suppliers and show you the breakdown.

Where a refusal follows from inaccurate information or documents not supplied by the dates we set, the ordinary cancellation charges apply.

9.How a refund is paid

Refunds are paid by bank transfer to an account in the name of the person who paid, in Maldivian Rufiyaa, whatever currency the payment was made in.

We aim to pay every refund within thirty days of agreeing it. Where we are waiting on an airline or hotel to return money to us, it can take longer; if so we will tell you what we are waiting for and keep you updated rather than leave you to chase.

10.If you think a deduction is wrong

Ask us for the breakdown. We will show you what was paid to whom, what was recovered and what was not.

If you still disagree, write to us and we will respond within fourteen days. You may also raise the matter with the Ministry of Islamic Affairs.