1. Scope
This policy explains how Union Travels handles cancellation and refund requests for air tickets, tour packages, hotel bookings, Hajj and Umrah packages, visa processing support and other services booked through us.
Refund & Cancellation Policy
We aim to be clear about what can and cannot be refunded before you pay — never after.
Policy
Terms in plain language
2. Airline tickets
Refunds and changes on airline tickets are governed entirely by the fare rules of the issuing airline and the fare class purchased. Some fares are fully non-refundable. Where a refund is permitted, the airline determines the refundable amount and the processing timeline; we file and follow up the application on your behalf.
3. Tour packages & hotels
Tour and hotel cancellations follow the terms of the supplier, hotel or ground operator, which are shared in writing before you confirm. Cancellation charges typically increase as the departure date approaches, and some peak-season bookings are non-refundable once confirmed.
4. Hajj & Umrah packages
Hajj and Umrah bookings are subject to quota rules, Saudi authority regulations, airline fare rules and hotel cancellation terms. Government fees, visa fees and quota-linked charges are generally non-refundable once submitted.
5. Visa services
Embassy fees, VFS/agency charges and third-party service costs are paid to external authorities and are not refundable, including where an application is refused. Our own consultation and documentation service fees cover work already performed and are non-refundable once processing has begun.
6. Service fees
Union Travels service and handling fees are separate from supplier charges and reflect the professional work carried out on your booking. These are deducted from any refund settlement.
7. Processing timelines
Once an airline or supplier releases a refund, we settle it to you promptly. Airline refunds commonly take between 4 and 12 weeks depending on the carrier and payment method; some carriers take longer. We provide status updates on request.
8. How to request a refund
Send your booking reference and reason to our office by email, WhatsApp or in person. Requests are acknowledged in writing and a consultant confirms the applicable fare rules and expected settlement before any deduction is made.
9. Force majeure
Where travel is disrupted by events outside our control — airline schedule changes, closures, natural events, regulatory decisions or health directives — refunds follow the supplier's published policy for such events.
Questions about a specific booking? Contact us at info@uniontravelsltd.com or call +880 1967-605243.