Cancellation & Refund Policy

At WIJHA, we understand that travel plans may change. This Cancellation & Refund Policy explains how cancellation requests are handled, how refund eligibility is determined, and the responsibilities of WIJHA and our Partners throughout the cancellation and refund process.

As WIJHA operates as a marketplace, payments made through the Platform and payments made directly to Partners are handled separately. Where a refund is applicable, each party is responsible for refunding the payments it has received.

This Policy applies to all Bookings made through the WIJHA Platform and should be read together with the WIJHA Terms & Conditions.

Certain Hajj Programs may be subject to government regulations or mandatory registration procedures that affect cancellation rights and refund eligibility. Where such requirements apply, they form part of this Policy.

Unless otherwise specified for a particular Program or required by applicable government regulations, Pilgrims may cancel their Booking free of charge if the cancellation request is submitted 30 days or more before the scheduled departure date.

Where applicable, both the booking deposit paid through WIJHA and any remaining balance paid directly to the Partner will be refunded in full by the party that received the payment.

If a cancellation request is submitted less than 30 days before the scheduled departure date, refund eligibility will be assessed individually.

At this stage, the Partner may have already incurred costs relating to the Booking that cannot be recovered.

Each cancellation request is assessed fairly based on its individual circumstances, including:

• The reason for cancellation
• The services already arranged or committed
• Confirmed non-recoverable costs
• Applicable legal or regulatory requirements
• Any other circumstances relevant to the Booking

Certain Hajj Programs may be subject to government registration procedures, quota systems, lottery processes, visa allocation requirements, or other regulatory frameworks established by the competent authorities in the country where the Program is offered.

Where such requirements apply, they may affect cancellation rights, refund eligibility, or the procedures a Pilgrim must follow after submitting or confirming an application.

Partners are responsible for informing Pilgrims of any government procedures, regulatory deadlines, or mandatory requirements applicable to their selected Program before those requirements become binding.

Where applicable government regulations conflict with this Policy, the applicable government regulations shall prevail.

Payments made through WIJHA and payments made directly to the Partner are refunded separately.

Booking Deposit

WIJHA is responsible for assessing and processing any refundable portion of the booking deposit paid through the Platform.

When making its assessment, WIJHA considers the circumstances of the cancellation together with the information provided by the Partner regarding any confirmed non-recoverable costs.

Remaining Balance

The Partner is responsible for assessing and processing any refundable portion of the remaining balance paid directly to the Partner.

The Partner determines the recoverable amount relating to payments it has received and processes any approved refund directly to the Pilgrim.

Where a cancellation request is received:

1. 1The cancellation request is submitted to the Partner or WIJHA Support.
2. 2The Partner reviews the Booking and identifies any confirmed non-recoverable costs relating to payments received directly by the Partner.
3. 3The Partner shares the relevant cancellation details with WIJHA.
4. 4WIJHA assesses the refundable portion of the booking deposit after considering the Partner's assessment and the circumstances of the cancellation.
5. 5Where applicable, WIJHA and the Partner each process refunds relating to the payments they received.
6. 6Refunds from WIJHA and the Partner may be processed separately and may therefore be received at different times.

WIJHA and its Partners aim to process cancellation requests and any approved refunds as promptly as reasonably possible. Processing times may vary depending on the payment method, the Partner's review, and the circumstances of the Booking.

Certain costs may become non-recoverable once commitments have been made to suppliers or third parties.

Examples may include government fees, visa processing fees, confirmed accommodation bookings, transportation bookings, or other supplier costs that cannot reasonably be recovered.

These costs will be considered when determining any refundable amount.

Certain cancellations may involve exceptional circumstances, including government decisions, public health measures, natural disasters, or other events beyond the reasonable control of WIJHA or the Partner.

Such situations will be assessed individually, taking into account the circumstances of the Booking and any applicable legal obligations.

If a Pilgrim disagrees with a refund decision made by a Partner, they may contact WIJHA Support for assistance.

WIJHA may review the information provided by both parties and facilitate communication to help resolve the matter.

Nothing in this Policy makes WIJHA responsible for refunding payments received directly by a Partner or for assuming the Partner's contractual obligations.

WIJHA may update this Policy from time to time to reflect changes to the Platform, applicable laws, or business operations.

Any updated version will be published on the Platform together with its revised effective date.