Last updated: September 2026
We want the refund process to be clear and fair. This policy explains when refunds apply and how they are calculated. Specific supplier rules always take priority, and we will confirm the exact figures for your booking in writing.
How refunds are calculated
Most travel services carry charges set by the supplier — the airline, hotel, embassy or operator. When you cancel, those charges are deducted first, along with our administration fee, and the remaining balance is refunded to you. Some fares and fees are completely non-refundable; where that is the case, we tell you before you pay.
Air tickets
Airline tickets follow the fare rules of the ticket you bought. Some tickets allow a partial refund minus an airline penalty; others are entirely non-refundable. Refund requests are submitted to the airline and can take several weeks to process, as the timeline is set by the airline, not by us.
Tour packages
Cancellation charges for tour packages increase as the departure date approaches, because hotels, transport and other suppliers are booked and paid in advance. The charge that applies to your booking is shown in your quotation or on the package page.
Visa services
Our visa service fee covers the work of preparing and submitting your application and is earned once that work begins, so it is non-refundable regardless of the embassy's decision. Embassy fees are paid directly to the embassy and are not refundable by us.
Umrah and Hajj
These packages involve advance bookings for hotels, flights and ground services during peak periods. Cancellation charges reflect the commitments already made and are advised at the time of booking.
How to request a refund
Send your refund request in writing, quoting your booking reference, to our office. We will confirm the applicable charges, the refund amount, and the expected timeline. Approved refunds are paid by the same method you used to pay, wherever possible.
Contact us
For any refund question, contact Master Travels at info@mastertravels.net.