Last Updated: March 16, 2025
1. Introduction
This Refund Policy outlines the terms and conditions for refunds related to bookings made through Mutamir's platform. We understand that circumstances may change, and we aim to provide fair and transparent refund procedures.
2. Cancellation and Refund Schedule
Refund eligibility depends on when you cancel your booking relative to your scheduled departure date:
2.1 Hajj Packages
- More than 120 days before departure: 90% refund of the total package cost
- 90-120 days before departure: 75% refund of the total package cost
- 60-89 days before departure: 50% refund of the total package cost
- 30-59 days before departure: 25% refund of the total package cost
- Less than 30 days before departure: No refund
2.2 Umrah Packages
- More than 60 days before departure: 90% refund of the total package cost
- 30-60 days before departure: 75% refund of the total package cost
- 15-29 days before departure: 50% refund of the total package cost
- 7-14 days before departure: 25% refund of the total package cost
- Less than 7 days before departure: No refund
3. Non-Refundable Fees
Certain fees are non-refundable regardless of when you cancel:
- Visa processing fees (once the visa application has been submitted)
- Insurance premiums
- Service fees
4. Special Circumstances
4.1 Medical Emergencies
If you need to cancel due to a serious medical emergency, we may provide a more generous refund with proper documentation (such as a doctor's note). Each case will be reviewed individually.
4.2 Force Majeure
In the event of force majeure circumstances (such as natural disasters, political unrest, or pandemic restrictions) that prevent the fulfillment of the pilgrimage, we will work to provide appropriate refunds or alternative arrangements.
5. Refund Process
To request a refund:
- Log in to your Mutamir account
- Navigate to "My Bookings"
- Select the booking you wish to cancel
- Click on "Request Cancellation"
- Follow the prompts to complete your cancellation request
Alternatively, you can contact our customer service team at support@mutamir.com.
6. Refund Processing Time
Once a refund is approved:
- Credit card refunds typically process within 7-14 business days
- Bank transfers may take 10-20 business days
- Other payment methods will vary in processing time
7. Modifications Instead of Cancellations
Instead of cancelling your booking, you may choose to:
- Reschedule your trip for a later date (subject to availability)
- Transfer your booking to another person (subject to visa requirements)
- Modify your package components (which may result in price adjustments)
Modification fees may apply depending on how close to the departure date the changes are requested.
8. Disputes
If you disagree with a refund decision, please contact our customer service team with details of your situation. We aim to resolve all disputes fairly and promptly.
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our Services after such changes constitutes your acceptance of the new Refund Policy.
10. Contact Information
If you have any questions about this Refund Policy, please contact us at:
Email: refunds@mutamir.com
Phone: +1 (234) 567-8900
Address: 123 Main Street, Lagos, Nigeria