Refund & Cancellation Policy

Searchumrah does not take money from pilgrims

Searchumrah is a discovery and matching platform. We never collect, hold, or process any payment from pilgrims for Umrah packages. Because no money ever flows to or through us from you, Searchumrah does not and cannot issue refunds to pilgrims — there is nothing for us to refund.

All payments — deposits, balances, and any refunds — are made directly between you and the travel agent you choose, and the agent's own refund and cancellation terms govern that transaction.

Where to find the agent's terms

Each package page lists the agent's cancellation, refund, and change-of-date terms in the "Cancellation policy" or "Purchase summary" section. Read these before paying. If they are missing or unclear, ask the agent in writing (WhatsApp or email) and keep a copy of the response.

If something goes wrong

1. Talk to your agent first. Most issues — itinerary changes, schedule slips, refund delays — are resolved fastest directly with the agent.
2. Tell us. If you cannot reach a fair resolution, email info@searchumrah.com within 30 days of the incident with: your booking details, the agent's name, what was promised, what happened, and any messages or receipts. Use the same email address as your Searchumrah account.
3. What we will do. We will reach out to the agent on your behalf, ask for their account, and try to mediate a resolution. We can flag, restrict, or remove agents who repeatedly fail their obligations or commit fraud.

What we can and cannot do

• We can mediate, escalate within the agent's organization, hold the agent accountable on the Platform (verification status, listing visibility), and preserve our records of your booking and conversations to support you.
• We cannot issue refunds for money paid to an agent, override the agent's contractual terms, or guarantee a specific outcome to a dispute.

Reporting fraud

If you believe an agent has committed fraud, report it to info@searchumrah.com immediately and to the appropriate consumer-protection or law-enforcement authority in your jurisdiction. We cooperate with lawful requests from authorities investigating fraud on the Platform.

Agent subscription fees

The only money Searchumrah collects is the subscription fee that agents pay to list and use the Platform. This subscription fee is non-refundable. Once a subscription period has been paid for, we do not refund it in whole or in part — including for unused time if an agent cancels, downgrades, or is removed before the period ends.

Any future paid Platform service (for example listing promotion or premium features) will have its refund terms stated at the point of purchase, and those terms will govern that purchase only.