Overview
This Refund Policy explains how cancellations, changes, and refunds are handled for all travel services booked through our platform. Travel bookings rely on supplier rules and real-time availability, so all refund decisions follow the policies of airlines, hotels, tour operators, cruise lines, visa providers, car rental providers, and service partners.
By making a booking with MAS Travels and Tours LLC, you agree to the terms below.
1. General Refund Rules
- Refund eligibility depends on the specific service booked.
- Each supplier has its own cancellation and refund policy.
- Some bookings are fully refundable, partially refundable, or completely non-refundable.
- Processing time varies based on supplier response and payment method.
- All refund requests must match the same customer details used at the time of booking.
- A 10% service charge is applicable and will be deducted from all eligible refunds, unless cancellation is caused by the supplier.
2. Flights
Flight refunds follow airline rules.
You may receive:
- Full refund for flexible or refundable fares
- Partial refund after airline penalties
- No refund for promotional or non-refundable fares
Additional conditions:
Refund only applies if the ticket is unused
Airline refund processing time may take 7 to 30 business days, and in some cases up to 6 weeks, depending on the carrier and fare rules
Flight Changes or Rebooking
- Date changes, name corrections, or reissues may have additional airline charges
- Fare differences may apply based on availability
3. Hotels
Hotel refunds depend on the property’s policy.
You may receive:
4. Tours and Activities
Tour operators apply individual cancellation windows.
You may receive:
5. Car Rentals and Transfers
Refunds depend on the provider’s terms.
You may receive:
- Full refund for cancellations within the allowed period
- Partial refund if provider cancellation fees apply
- No refund for last-minute cancellations or failure to meet pickup requirements
- No refund if customer fails to provide required documentation
6. Cruises
Cruise bookings follow cruise line policies and are generally strict due to advance planning and cabin allocation.
You may receive:
- Full refund if cancelled within the cruise line’s free cancellation period
- Partial refund depending on how close the cancellation is to departure
- No refund for last-minute cancellations or non-refundable cruise fares
Additional conditions:
- Cruise refunds follow hotel-style cancellation structure, depending on cabin type and cruise line
- Port taxes may be refundable depending on cruise operator policy
- Changes or amendments may result in supplier penalties
7. Visa Processing Services
Visa-related services are strictly non-refundable due to administrative and third-party processing costs.
Policy:
- Visa application fees are 100% non-refundable once processing begins
Umrah visa is partially refundable with 30% service charge - Service charges for visa assistance are also non-refundable
- Refunds are not issued for visa rejections, delays, or embassy decisions
- Customers are responsible for providing accurate documentation
8. Holiday Packages
Holiday packages include bundled services such as flights, hotels, cruises, and tours.
Refund rules:
- Cancellations must be made at least 36 hours before the scheduled travel start time
- Refund eligibility depends on each component’s supplier policy
- The strictest cancellation rule applies across all components
- Non-refundable components remain non-refundable
- Amendments may result in price differences or supplier penalties
9. Service Fees
Platform service fees, handling charges, and payment gateway fees are generally non-refundable unless the cancellation is caused by the supplier.
If a supplier cancels the service, the customer is eligible for a full refund including service fees (subject to payment gateway conditions).
The 10% service charge deduction applies to eligible refunds unless the cancellation is caused by the supplier’s fault.
10. Refund Processing Time
Refund processing involves multiple parties.
Typical timelines:
- Flights: 7 to 30 business days (up to 6 weeks in some cases)
- Hotels: 5 to 15 business days
- Tours and transfers: 5 to 15 business days
- Cruises: 10 to 30 business days depending on cruise line
- Visa services: Non-refundable
- Packages: dependent on individual supplier processing
Payment gateways and banks may require additional processing time.
Customers will be notified once the refund has been successfully processed.
11. No Refund Situations
Refunds will not be provided in the following cases:
- No-show or failure to use the service
- Incorrect details provided by the customer
- Visa rejection or travel document issues
- Missed flights, cruises, or tours due to personal delays
- Violations of supplier terms and conditions
- Services marked as non-refundable at the time of booking
- Force majeure conditions where suppliers explicitly deny refunds
12. Refund Request Procedure
To request a refund:
- Contact support with your booking reference
- Provide service details and cancellation reason
- Our team will verify supplier rules
- You will be informed of refund eligibility and amount
- Approved refunds will be processed to the original payment method
We recommend submitting refund requests as early as possible to avoid penalties.
13. Policy Updates
Policies may be updated based on supplier changes, legal requirements, or operational needs. Any revisions will be published on this page.
Final Note
Every travel booking is governed by supplier terms. MAS Travels and Tours LLC always follows the official cancellation and refund rules provided by airlines, hotels, cruise lines, tour operators, visa providers, and service partners.
Our goal is to ensure a fair, transparent, and consistent refund process for every customer.
