Last updated: August 2026
This policy explains when and how refunds are issued for Umrah packages, visa applications, hotel bookings, and transport booked through Townsidetravels. It should be read together with our Terms of Service. Where a specific booking has different terms, those will be shared with you before you pay.
A booking involves third parties — airlines, hotels, transport operators, and visa/consular authorities — each with their own cancellation and refund rules. We pass on whatever amount is actually refunded to us by these suppliers, less any non-refundable fees disclosed at the time of booking. Refund eligibility and amount depend on how far in advance you cancel and the specific service booked.
Government, consulate, and processing fees for visa applications are non-refundable once the application has been submitted, regardless of the outcome (including if the visa is rejected). If we are unable to submit your application for a reason within our control, any fee already collected but not yet paid to the relevant authority will be refunded in full.
Refunds for standalone hotel and transport bookings follow the cancellation policy shown at the time of booking (e.g. "free cancellation until [date]" or "non-refundable"). If no policy was shown, contact us and we will confirm the supplier's terms for your specific booking.
To request a refund, contact us with your booking reference as soon as possible — the sooner you reach out, the more of your payment we can typically recover from the relevant supplier. We will confirm the refundable amount, if any, before processing anything.
Approved refunds are issued to the original payment method used at checkout. Card refunds are processed through our payment gateway and typically appear on your statement within 5–14 business days, depending on your card issuer; bank transfers may take longer to clear. We do not charge a fee to process a refund, though supplier or gateway fees already incurred may be deducted where disclosed.
If you need to change your travel dates or details rather than cancel outright, contact us first — an amendment is often possible for a smaller fee than a full cancellation, subject to supplier availability and rules.
If you believe you were charged incorrectly or a payment failed but was still deducted, contact us before disputing the charge with your bank — most issues can be resolved directly and faster this way. See our Chargeback Policy for how payment disputes are handled.
To request a refund or ask about this policy, reach out via our Contact page, email [email protected], or call +92-3034324321.
