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Maqam Travels

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Cancellation & Refund Help

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Cancel My Booking Request a Refund Follow Up on a Refund Change Instead of Cancel

Please review the policy notes below, then submit your request for review by the Maqam Travels team. Refunds are reviewed based on your booking stage, payment status, visa processing, flight, hotel, transport, and other services already confirmed.

Last Updated: 13 May 2025

Cancellation and Refund Policy

This policy applies to Maqam Travels Hajj, Umrah, ticketing, hotel, transport, visa, and other travel services. All refund decisions depend on the terms of suppliers and the booking stage reached at the time your request is received.

Cancellation Procedure

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

Cancellation Charges

Cancellation Stage Cancellation Charge
Payments below UGX 1,000,000 5% transaction fee
After booking and before visa approval UGX 200,000 for Umrah or UGX 350,000 for Hajj administrative charges
After visa approval Visa fee is 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, and transport once already booked 100% non-refundable once booked

The above charges are in addition to any third-party supplier penalties.

Exceptions for Refunds

Partial refunds may be considered under the following circumstances:

  • Death of the traveler, with an official death certificate required.
  • Hospitalization preventing travel, with a 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.

Cancellation by Maqam Travels

If Maqam Travels cancels a booking due to unforeseen circumstances, a full refund will be issued to the user. Where a service provider such as an airline, hotel, or authority cancels services, refunds will be processed according to that provider's refund policy.

Payment Policy

  • Umrah and holiday packages require a first payment of UGX 1,000,000 per person at the time of booking.
  • Umrah and holiday package balances are due 21 days before departure.
  • Hajj packages require a first payment of UGX 5,000,000 per person at the time of booking.
  • Hajj final payment is due 45 days before departure.
  • Visa issuance requires 30% of the remaining amount before Hajj visa issuance.

Refund Policy

  • Refunds are processed within 14 business days after the cancellation request is approved.
  • Refunds will be made through the original payment method or by bank transfer.
  • Failure to appear at the scheduled departure time and location is treated as a no-show. No refunds or rescheduling will be permitted.
  • Excess payments may be issued as a credit note valid for future bookings.
  • Customers who choose not to use a credit note may request a refund by Mobile Money or bank transfer.
  • Electronic refunds by bank transfer are processed on the 10th of every month.

Visa Refusal Policy

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

Force Majeure and Unforeseen Events

Maqam Travels shall not be liable for cancellations or modifications due to force majeure events, including natural disasters, political instability, war, civil unrest, government travel restrictions, lockdowns, airline strikes, or transport disruptions. In such cases, refunds will be processed according to the policies of the relevant service providers.

Contact Information

For cancellation or refund-related inquiries, contact Maqam Travels at refund@maqamtravels.com or +256 750 000 222. By booking with Maqam Travels, users acknowledge that they have read, understood, and agreed to this Cancellation & Refund Policy.