Last Updated: July 2026
At Umrah Bus Service, we understand that travel plans can change unexpectedly. Our goal is to be as fair and flexible as possible while ensuring that vehicles and drivers reserved for our customers remain available as planned.
This Cancellation & Refund Policy explains how cancellations, booking changes, and refunds are handled for transportation services booked through Umrah Bus Service.
1. Booking Confirmation
A booking is considered confirmed only after:
- Vehicle availability has been confirmed by our support team.
- The required advance payment has been received.
- A booking confirmation has been shared with the customer through WhatsApp or another agreed communication method.
Until these steps are completed, no vehicle is reserved.
2. Advance Payment
Most bookings require an advance payment to secure the reservation.
The advance payment allows us to reserve the requested vehicle, schedule a driver, and plan transportation for your journey.
The remaining balance is generally paid after the journey according to the agreed booking terms.
3. Cancellation Policy
We understand that customers may occasionally need to cancel or change their travel plans.
Cancellation conditions are not fixed because they depend on several factors, including:
- Vehicle type
- Travel season
- Booking demand
- Availability of replacement bookings
- Time remaining before the scheduled journey
For this reason, the applicable cancellation terms will always be discussed and confirmed with you before your booking is finalized.
4. Vehicle-Specific Cancellations
Different vehicles require different levels of planning.
Toyota Hiace
Toyota Hiace bookings can often be arranged within a short period, and cancellation conditions may vary depending on demand and the travel season.
Toyota Coaster
Toyota Coaster bookings may require additional planning, particularly during busy periods. Cancellation terms will be confirmed during the booking process.
Charter Coaches
Charter Coaches require advance scheduling and coordination.
Customers are strongly encouraged to book at least one week before travel. Because these bookings involve greater planning and resource allocation, cancellation conditions may differ from smaller vehicles and will always be explained before payment is collected.
5. Late Cancellations
Late cancellations may result in the loss of part or all of the advance payment.
What is considered a “late cancellation” depends on:
- The type of vehicle booked
- The travel season
- The booking schedule
- Operational commitments already made
Our support team will explain the applicable cancellation period before confirming your reservation.
6. Changes to Bookings
If you need to change your travel date, pickup time, destination, or vehicle type, please contact us as soon as possible.
We will always try to accommodate your request, but changes are subject to:
- Vehicle availability
- Driver schedules
- Seasonal demand
- Operational requirements
Additional charges may apply if significant changes are requested.
7. Customer No-Show
If a customer does not arrive at the agreed pickup location and cannot be contacted within a reasonable waiting period, the booking may be treated as a no-show.
In such cases, refunds are generally not available because the vehicle and driver have already been assigned to the booking.
8. Flight Delays
We understand that flight delays are beyond the customer’s control.
If your flight is delayed:
- Please inform us as soon as possible.
- We will adjust your pickup whenever reasonably possible.
- No additional waiting charges will be applied for genuine flight delays.
Providing your flight number during booking helps us coordinate airport pickups more efficiently.
9. Delays Beyond Our Control
Travel may occasionally be affected by circumstances outside our control, including:
- Government restrictions
- Road closures
- Heavy traffic
- Security measures
- Severe weather
- Public events
- Hajj or Umrah crowd management
- Vehicle breakdowns
- Other unexpected situations
Our team will keep you informed and work to minimize any inconvenience.
10. Replacement Vehicles
If the booked vehicle becomes unavailable due to maintenance or unexpected operational issues, we will make every reasonable effort to provide a suitable replacement vehicle.
Whenever possible, the replacement vehicle will be of the same category or a higher standard at no additional cost.
11. Refund Policy
If Umrah Bus Service is unable to provide the confirmed transportation service due to reasons within our control, customers will generally be offered one of the following:
- A suitable replacement vehicle.
- An alternative travel arrangement.
- A full refund of eligible payments.
The appropriate solution will depend on the circumstances and customer preference whenever possible.
12. Refund Processing
Approved refunds will be processed using the original payment method whenever practical.
Processing times may vary depending on:
- Payment provider
- Banking system
- Country of residence
- Currency used for payment
International transfers may require additional processing time.
13. Force Majeure
Neither Umrah Bus Service nor the customer will be held responsible for delays or cancellations caused by extraordinary events beyond reasonable control.
Examples include:
- Natural disasters
- Government regulations
- Security restrictions
- Road closures
- Public emergencies
- Severe weather
- Large-scale transport disruptions
In these situations, we will always work with customers to find the most suitable solution, including rescheduling, providing an alternative vehicle where possible, or issuing a refund when transportation cannot be provided.
14. Need to Cancel or Change Your Booking?
If your travel plans change, please contact our support team as early as possible.
Early communication gives us the best opportunity to adjust your booking, minimize cancellation costs, and assist you with alternative arrangements whenever possible.
Contact Us
If you have any questions about cancellations, refunds, or booking changes, our support team is available 24 hours a day.
Umrah Bus Service
King Khalid Bridge
Aljamia District
Makkah, Saudi Arabia
WhatsApp / Phone: +966 54 451 9392
Email: [email protected]
Thank you for choosing Umrah Bus Service. We appreciate your trust and will always do our best to provide a fair, transparent, and reliable booking experience.