Last Updated: July 08, 2026

At Al Mazaya Holidays, we strive to provide exceptional travel experiences and transparent booking processes. We understand that travel plans may change due to unforeseen circumstances. This Refund & Cancellation Policy explains the terms governing cancellations, amendments, refunds, and related charges for the travel services offered by Al Mazaya Holidays.

By confirming a booking with us, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.

1. General Policy

Cancellation and refund eligibility depends on:

• Type of travel service booked
• Airline policies
• Hotel policies
• Tour operator policies
• Visa processing status
• Supplier terms and conditions
• Time remaining before departure

Different services may have different cancellation and refund conditions.

2. Tour Package Cancellations

Customers wishing to cancel a tour package must notify Al Mazaya Holidays in writing via email.

Cancellation charges may vary depending on:

• Destination
• Travel season
• Supplier policies
• Number of travellers
• Special promotional packages
• Time before departure

Certain promotional, discounted, or limited-time offers may be non-refundable.

3. Flight Ticket Cancellations

Flight tickets are subject to the cancellation and refund rules of the respective airline.

Refund eligibility depends on:

• Fare type
• Airline regulations
• Cancellation timing
• Promotional fares
• No-show status

Al Mazaya Holidays facilitates the cancellation process but does not determine airline refund policies.

4. Hotel Booking Cancellations

Hotel cancellations are governed by the hotel’s own cancellation policy.

Charges may depend on:

• Hotel category
• Destination
• Season
• Advance notice
• Booking type
• Non-refundable promotions

Certain hotels may charge one or more nights’ accommodation as cancellation fees.

5. Visa Service Cancellations

Visa processing fees are generally non-refundable once the application has been submitted to the relevant embassy, consulate, or visa processing centre.

Refunds cannot be provided for:

• Embassy fees
• Government fees
• Visa processing charges already incurred
• Courier charges
• Biometric appointment fees

Visa approval remains solely at the discretion of the issuing authority.

6. Umrah & Religious Tour Cancellations

Umrah and religious travel packages are subject to specific supplier and accommodation policies.

Cancellation charges may apply for:

• Airline tickets
• Hotels
• Transportation
• Ground handling services
• Visa processing
• Religious package arrangements

Refunds will depend on the applicable supplier terms.

7. Corporate & Group Bookings

Corporate travel, educational tours, MICE events, and group bookings may have customised cancellation terms agreed upon at the time of booking.

These bookings may involve:

• Non-refundable deposits
• Supplier commitments
• Venue reservations
• Group airline fares

Customers should refer to their specific booking agreement.

8. Customer-Initiated Amendments

If you request changes after your booking has been confirmed, additional charges may apply.

Examples include:

• Date changes
• Destination changes
• Passenger name corrections (subject to supplier policies)
• Hotel upgrades
• Additional travellers
• Optional tour additions

Any difference in price between the original and revised booking will also be payable.

9. No-Show Policy

A traveller who fails to:

• Arrive for departure
• Check in for a flight
• Join a scheduled tour
• Check in at the hotel
• Attend a booked activity

may be considered a No-Show.

In such cases:

• No refund may be available.
• Suppliers may impose 100% cancellation charges.

10. Refund Eligibility

Refunds, where applicable, are processed only after receiving confirmation from the relevant supplier(s).

Refund amounts may be affected by:

• Airline cancellation fees
• Hotel cancellation charges
• Tour operator charges
• Government fees
• Banking charges
• Currency exchange differences

11. Refund Processing Time

Approved refunds are generally processed within 7–30 business days, depending on:

• Airline processing times
• Hotel refund procedures
• Banking systems
• Payment gateway processing
• International transaction timelines

Processing times may vary and are outside the direct control of Al Mazaya Holidays.

12. Non-Refundable Charges

The following charges are generally non-refundable unless otherwise specified:

• Visa Fees
• Embassy Charges
• Government Taxes
• Service Charges
• Insurance Premiums
• Processing Fees
• Courier Charges
• Booking Convenience Fees
• Promotional Discounts
• Third-Party Administrative Fees

13. Force Majeure

Refunds may be affected by events beyond our reasonable control, including but not limited to:

• Natural disasters
• Severe weather conditions
• Earthquakes
• Floods
• Pandemics
• Government travel restrictions
• Political unrest
• Civil disturbances
• War
• Airline strikes
• Airport closures

In such situations, refunds will depend on the policies of the respective service providers.

14. Supplier Policies

Al Mazaya Holidays works with various third-party suppliers, including airlines, hotels, transport providers, cruise operators, and destination management companies.

Each supplier maintains its own cancellation and refund policies, which may apply in addition to this policy.

Where supplier policies conflict with this policy, the supplier’s policy may prevail for that portion of the booking.

15. Payment Gateway Refunds

Where payments are made online:

• Refunds will generally be credited to the original payment method.
• Banking or payment gateway processing times may vary.
• Transaction charges imposed by financial institutions may not be refundable.

16. Travel Insurance

Customers are strongly encouraged to purchase travel insurance.

Travel insurance may provide coverage for eligible situations such as:

• Trip cancellation
• Medical emergencies
• Travel delays
• Lost baggage
• Emergency evacuation

Claims under travel insurance are governed by the insurance provider’s policy and are not administered by Al Mazaya Holidays.

17. Customer Responsibilities

Customers should:

• Carefully review booking details before confirmation.
• Notify us promptly if travel plans change.
• Read supplier-specific cancellation terms where applicable.
• Maintain valid travel documents.
• Consider purchasing travel insurance.

18. Policy Updates

Al Mazaya Holidays reserves the right to update or amend this Refund & Cancellation Policy at any time without prior notice.

The latest version will always be available on our website.

19. Contact Us

If you have any questions regarding cancellations or refunds, please contact us.

Al Mazaya Holidays

Email: info@almazayaholidays.com

Phone: +968 9628 1786

Website: www.almazayaholidays.com