Refund and Return Policy

At MSA & Co, we strive to provide our customers with the best services and experiences, ensuring that every journey for Hajj and Umrah is seamless and memorable. However, we understand that sometimes unforeseen circumstances may arise. Below, you will find our Refund and Returns Policy, designed to offer clarity and ensure transparency in case of any changes to your travel plans.

1. General Terms

  • Non-Refundable Services: Due to the nature of Hajj and Umrah services, many of the arrangements such as visas, flights, and hotel bookings are non-refundable once confirmed.
  • Changes to Your Booking: If you wish to make changes to your Hajj or Umrah travel package, please contact us at least 30 days before the scheduled departure. Changes may be subject to additional charges depending on the service provider’s policies.

2. Cancellations

  • Cancellation by the Customer: If you need to cancel your Hajj or Umrah booking, please notify us in writing as soon as possible. Cancellations made within 60 days of the scheduled departure date may incur a cancellation fee of up to 50% of the total package cost. Cancellations made less than 30 days prior to departure may result in no refund due to the non-refundable nature of many travel arrangements.
  • Cancellation by MSA & Co: If, for any reason, MSA & Co is unable to provide the agreed-upon services (such as due to travel restrictions, changes in government regulations, or unforeseen circumstances), we will offer an alternative package or a full refund based on the customer’s preference.

3. Refund Process

  • Eligibility: Refunds will only be processed for services that are eligible for a refund, as stated above. Refund requests for non-refundable services will not be considered.
  • Processing Time: Once a refund is approved, it may take up to 30 days to process. Refunds will be made to the original payment method unless otherwise agreed upon.
  • Partial Refunds: In some cases, if a service has been partially used (e.g., cancellation of a hotel booking or transfer service), a partial refund may be provided. The amount will depend on the terms and conditions of the service provider.

4. Damaged or Incorrect Services

  • Damaged Goods or Services: If any services related to your Hajj or Umrah package (such as items included in your travel kit) are damaged or not as described, please notify us within 7 days of receiving the service. We will assess the situation and provide a suitable solution, which may include a refund or replacement.
  • Incorrect Bookings: If a mistake is made in booking services (e.g., incorrect hotel or transportation), we will work to resolve the issue promptly and, if necessary, offer a refund or replacement service.

5. Contact Us for Assistance

If you have any questions about our Refund and Returns Policy or need assistance with a refund or return request, please reach out to our customer service team:

Our team is available to assist you and ensure that your experience with MSA & Co is as smooth and satisfactory as possible.

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