Refund & Cancellation Policy

Searchumrah does not handle payments

Searchumrah is a discovery and matching platform. We do not collect, hold, or process any payment for Hajj or Umrah packages. All payments — deposits, balances, and refunds — are made directly between you and the travel agent you choose. The agent's own refund and cancellation terms govern the 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 support@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 support@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.

Searchumrah-billed services

If we ever charge agents (or anyone else) for Platform services such as listing promotion or premium features, the refund terms for those specific services will be stated at the point of purchase and override anything else on this page for that purchase only.