Refund Policy

• Supplier-led rules: Many refunds are governed by third-party rules (airlines, hotels, embassies, tour operators). Where supplier rules apply, those rules take precedence.
• Full payment upfront: All bookings require 100% advance payment; any refund, if eligible, is processed back to the original payment method unless otherwise required by law.
• Non-refundable charges: Agency service fees, consultation charges, convenience/merchant fees, courier costs, document translation/attestation fees, and any visa fees are non-refundable once services have started or fees have been paid to suppliers.
• Partial refunds: If part of a service has been used (e.g., one flight segment flown), only the unused, refundable portion (if any) may be considered under the relevant rules.
• Proof & authorisation: We may require identity verification and written authorisation from the lead traveller or payer to process refunds.

To start a refund request, please email admin@viavibetravels.com with:

• Booking reference, passenger names, and service type (e.g., Hajj Booking, Air Ticket)
• Reason for cancellation/refund
• Supporting documents (medical certificate, death certificate, airline cancellation notice, etc., if relevant)
• Your contact number and the original payment method details

What happens next:

• We review eligibility against supplier rules and your package terms.
• If eligible, we submit the request to the relevant supplier(s).
• We keep you updated on status; processing time depends on the supplier and payment channel.

Note: Refunds are only initiated after we receive the refundable value from suppliers (where applicable). Bank/mobile wallet charges and currency conversion differences may reduce the final amount you receive.

Air ticket refunds strictly follow the airline fare rules and conditions of the specific ticket.

Refundable vs non-refundable fares:

• Refundable fares may be refunded less airline penalties and our ticketing/service charges.
• Non-refundable fares generally cannot be refunded; some may be reissued as credit vouchers per airline policy.

No-shows: Tickets marked as no-show are usually non-refundable or attract higher penalties.

Schedule changes/cancellations by airline: If an airline cancels or significantly changes a flight, we will assist you to seek the options offered (refund, reroute, or credit) per airline policy.

Taxes & fees: Some unused government taxes may be refundable even on non-refundable fares (subject to airline policy and admin fees).

Name/date errors: Corrections are subject to airline rules and may be chargeable; not all errors can be fixed.

Umrah bookings involve multiple suppliers and time-sensitive arrangements governed by Saudi authorities and local partners. Refunds depend on the specific Umrah package terms provided at booking, alongside any supplier penalties already incurred.

Typical refund guidance (package terms prevail):

• ≥ 60 days before departure: Up to 70% refundable after deducting non-refundable components (e-visa/MoFA, airline blocks, hotel deposits, ground transport, admin/service fees).
• 31–59 days: Up to 40–50% refundable after deductions.
• 15–30 days: Up to 20–30% refundable after deductions.
  
• < 14 days: Usually non-refundable due to confirmed ticketing, hotel prepayments, and transport allocations.

Non-refundable components (common):

• Umrah e-visa/MoFA fees, insurance where applicable, and document handling once initiated.
• Airline block seats, fare differences, and ticketing penalties per airline rules.
• Hotel prepayments (especially during Ramadan and peak seasons) and internal transport allocations.
• Agency service/processing fees already utilised.

Visa outcomes & documents:

• Visa fees are strictly non-refundable. If a visa is refused or delayed, only supplier-refundable elements (if any) may be considered under their rules.
• Name changes and substitutions are usually not permitted once visas/tickets are processed.
• Travellers are responsible for accurate passports and documents; errors may void eligibility for refunds.

Seasonality & groups:

• Ramadan and school-holiday periods carry stricter supplier terms; many rates are non-refundable once booked.
• Group allocations (rooms, transport, flights) often have earlier cut-offs and higher penalties.

Force majeure/ regulatory changes:

• If external restrictions affect travel, we will request refunds/credits from suppliers; outcomes are not guaranteed and depend on supplier decisions.

Always refer to your Umrah Package Confirmation for the exact cancellation schedule and deductions.

As a government-registered travel agency and authorised booking Hajj agent, our Hajj refund handling fully follows the rules and circulars issued by the Ministry of Religious Affairs (MoRA), Government of Bangladesh, Hajj Ministry, and relevant Saudi authorities for the given Hajj year. Where this section conflicts with any other part of this Refund Policy, the MoRA directives and that year’s Hajj Guidelines prevail.

Policy source & precedence:

• Refund eligibility, amounts, and timelines are determined by MoRA notices/circulars, the e-Hajj portal procedures, and supplier contracts (airlines, Muassasah, hotels, transport).
• We act as a facilitator to submit refund/cancellation requests and pass through any amounts disbursed by MoRA and suppliers. We cannot override government or supplier decisions.

Typical stages that affect eligibility (illustrative; the Hajj year’s circular prevails):

• Before official e-Hajj registration/lottery/enrolment: Deposits may be refundable after deducting processing/administrative fees and any supplier charges already incurred.
• After e-Hajj enrolment but before visa & ticketing: Refunds (if allowed) follow the MoRA deduction schedule for that year and any locked-in supplier costs (airline blocks, hotel advances, transport).
• After visa issuance and/or ticketing & accommodation allocation (Makkah/Madinah/Masha’er): Packages are generally non-refundable, except specific exceptional cases explicitly permitted by MoRA.

Exceptional cases (subject to MoRA approval and documentation):

• Death of the pilgrim or critical illness preventing travel (medical board certificates may be required).
• Government-mandated changes (quota adjustments, pandemics, restrictions).

In all such cases, MoRA’s written decision on eligibility and amount is final; processing timelines depend on government and supplier disbursements.

Non-refundable items (unless MoRA mandates otherwise):

• Hajj visa/MoFA charges, medical/insurance once issued, airline penalties or non-refundable blocks, hotel and transport prepayments already committed, and agency service/processing fees already utilised.

Substitutions & name changes:

• Replacement pilgrims or name corrections are only allowed if and as permitted by MoRA and within the official cut-off dates. After cut-offs, substitutions are typically not allowed.

Process & timelines:

• Submit your request with: e-Hajj Registration ID, passport/NID copies, payment proof, and reason (with supporting documents).
• We will lodge the case through the appropriate channels and remit any approved refund only after funds are received from MoRA/suppliers. Bank/mobile wallet fees and currency differences may affect the final received amount.

Always refer to your Hajj Package Confirmation and the current year’s MoRA circulars for exact rules, cut-offs, and deductions.

Refunds for tour packages (including group and corporate) depend on the supplier contracts for flights, hotels, ground services, guides, and attractions.

• Tiered cancellation (typical; may vary by itinerary and season):
  • ≥ 45 days before start: Up to 70–80% refundable after non-refundable supplier deposits and fees.
  • 30–44 days: Up to 40–60% refundable after deductions.
  • 15–29 days: Up to 20–30% refundable after deductions.
  • < 15 days: Commonly non-refundable due to prepaid services.
• High season & special events: Stricter terms may apply (e.g., expos, festivals, peak periods).
• Group size changes: Price and refund amounts can change if the minimum group size is not maintained.
  
• Optional excursions: May have separate, stricter rules.

Hotel refunds follow the hotel or booking channel policy stated at the time of booking.

• Non-refundable rates: Usually no refund once booked.
• Refundable rates: Refunds depend on the cancellation window (e.g., free cancellation until X date).
• No-shows/early check-outs: Typically non-refundable under hotel policy.
• Special requests (bed type, view): Not guaranteed; no refund for unmet preferences unless the hotel agrees.

ViaVibe Travels acts as a facilitator only and does not guarantee visa issuance.

• Visa fees: Strictly non-refundable, regardless of approval or rejection.
• Service/consultation fees: Non-refundable once work has started (form filling, appointments, document checks).
• Embassy delays/rejections: No refund from us; any reconsideration is subject to the embassy’s own process and new fees.
• Courier/attestation costs: Non-refundable once incurred.

We process approved refunds to the original payment method:

• Bank transfer (BDT): Refunded to the same account; bank charges may apply.
• Mobile wallets (bKash/Nagad): Refunded to the same wallet; operator fees may apply.
• Card payments: Refunded to the same card; posting to your statement depends on the card-issuing bank.
• Foreign currency payments: Refunded in BDT or the original currency per payment channel; exchange rate differences and intermediary bank fees are borne by the customer.
• Timeframes: We aim to submit eligible refunds promptly after supplier confirmation. Actual crediting times depend on suppliers, banks, card networks, and payment gateways.

• Visa fees and embassy charges
• Agency service/processing/consultation fees
• Convenience/merchant fees and payment gateway charges
• Courier, translation, attestation, and document handling costs
• Insurance premiums (if any) once issued
• No-show penalties and used service components

• Where cash refunds are not permitted, suppliers may offer date changes or travel credits (vouchers).
• Change fees, fare differences, and reissue charges may apply.
• Credits typically have validity periods and usage restrictions set by the supplier.

For disruptions due to events outside our control (e.g., natural disasters, political events, airline strikes, pandemics):

• We will assist you in seeking refunds, credits, or rebooking from suppliers.
• Final outcomes and amounts depend entirely on supplier policies; they are not guaranteed.

• Travellers are responsible for providing accurate names and passport details matching travel documents.
• Some errors can be corrected for a fee; others may require new tickets/services. Such costs are non-refundable.

• Please contact us first to resolve any billing issues; we will share supplier evidence (fare rules, hotel policy, embassy receipts).
• If a chargeback is raised, we reserve the right to provide documentation to the bank and to offset any recovered supplier penalties or fees from future refunds due.

• Master agreements may specify custom cancellation and refund terms.
• Group allotments, conference rates, and negotiated fares often carry stricter refund conditions and earlier cut-offs.

By making a booking or requesting services from ViaVibe Travels, you confirm that you have read and agree to this Refund Policy, along with our Terms & Conditions.

This Refund Policy is governed by the laws of the People’s Republic of Bangladesh. Any disputes will be handled by the Legal authority.

We may revise this Refund Policy from time to time without any prior notice or acknowledgement. Updates will be posted on our website with a new effective date.