A clear timetable, applied fairly
Cancellation and refund policy
Full refund when you cancel at least 48 hours before pickup. Inside 48 hours the deposit element is retained, subject to fair-loss review and statutory rights.
The time we use
All deadlines are measured backwards from the scheduled pickup date and time in Saudi Arabia local time shown in the booking. Flight landing time is not used unless it is also the confirmed pickup time.
Customer cancellation charges
Cancellation is free when we receive your request at least 48 hours before the scheduled pickup, including exactly 48 hours. This is a full money-back guarantee: everything you paid for the affected journey is returned. For requests received less than 48 hours before pickup, the deposit is non-refundable. If you paid a deposit online, that deposit is retained and nothing further is charged. If you paid the full journey price online, 30% of the journey price is retained as the deposit element and the balance is refunded. This is subject to fair-loss review and your statutory rights. The request time determines the cancellation band; a delay in our review does not move it into a later band. Every cancellation requires recorded approval. Eligible free requests may be approved automatically if this is enabled; otherwise the booking team reviews them. Your booking remains active until we send approval. After approval, an uncaptured card authorisation is released; any refund due for a captured payment is returned to the original payment method.
If you want a retained deposit reviewed
If you believe retaining the deposit is unfair in your circumstances, contact us through our contact page or at support@hajjumrahtaxi.co.uk with your booking reference and the reason. Every appeal is reviewed individually by the booking team, and we reply in writing. An appeal does not affect your statutory rights. You can also send the appeal from your account: open the cancelled booking and choose "Ask us to review the amount kept".
If we or the partner cancel: full refund
If we or the assigned partner cancel a confirmed journey, or cannot supply it and no suitable alternative is accepted, the affected journey is refunded in full to the original payment method.
Minimum notice and minimum booking value
Online bookings must meet the minimum notice shown when you search. Each journey has a minimum booking value equivalent to ยฃ40, converted into the booking currency at the current rate and included in the price shown before payment.
How the percentage is applied
The published percentage provides a standard estimate rather than an itemised charge for every administrative task. A request for review can be made through customer support. Driver opportunity costs and reserved vehicle capacity count only to the extent that they represent a genuine recoverable loss from the cancellation. A published percentage does not remove a customer's right to challenge a charge or require a different result under applicable law.
Changes and rescheduling
A reschedule is a requested amendment, not an automatic cancellation. We reprice it using current availability and tariffs. If the new journey cannot be accepted, the original booking remains in force unless cancelled under this policy. Material changes may require payment of a difference or a partial refund.
Rescheduling fee
Each approved new pickup time carries a fixed ยฃ5 administration fee, converted into the booking currency and added to the cash paid to the driver at pickup. The fee is shown before you send the request, and a rejected request costs nothing.
If we or the partner cannot provide the service
If the confirmed service cannot be supplied and no suitable alternative is accepted, the affected transport is refunded in full. Where disruption is outside reasonable control, we will communicate practical options and apply statutory rights.
No-shows and unusable information
If a passenger does not attend the confirmed meeting place, cannot be contacted, or provides information that makes the journey unusable or unsafe, the cancellation charge may apply. We consider the booking record, contact attempts, included waiting and the provider's actual commitment. The charge remains subject to the same fairness and statutory-rights limits; there is no additional undefined cancellation band.
Refund method and timing
Approved refunds are submitted to the original payment method. Bank and card-network processing time is outside our direct control; the dashboard records the refund status and support can provide the transaction reference where available. We do not normally refund to a different person or bank account.
How to request cancellation
Request cancellation through your booking dashboard or the published customer-support email, giving the booking reference. Keep a copy and the time of your request. A message only to the driver may not reach the booking agency. Requests, including free cancellations, need approval by our booking team. Wait for the approval notice before treating the journey as cancelled. The time we receive the request is used, even if our review takes longer.
When we may decline or cancel
We may decline a request before confirmation if a suitable service cannot be arranged or there is another legitimate operational, safety, legal or fraud-prevention reason. After confirmation, we may cancel where a suitable provider becomes unavailable, the journey cannot lawfully or safely operate, there is a serious customer breach, or circumstances outside reasonable control prevent supply. We give reasonable notice where possible, explain the general reason and consider suitable alternatives. We may withhold confidential personal information or security-sensitive details where disclosure would be inappropriate or unlawful; this does not create an unrestricted right to cancel without a valid reason. If we or the provider cancel, the affected journey is refunded in full. A refund does not exclude any further remedy required by law.
15 October 2026
Updated 15 October 2026: online bookings must meet the minimum notice shown when you search. Reviewed 7 October 2026. Free cancellation with a full refund at least 48 hours before pickup, and a non-refundable deposit inside 48 hours, apply to new bookings from this date. Existing contractual and statutory rights are preserved.
Business contacts
Offices and information contact
UK business/contact address
20 Wenlock Road, London N1 7GU, United Kingdom
Saudi administration contact address
Zahran Business Centre, Building A, Prince Sultan Street, 12th Floor, As Salamah, Jeddah 21464, Saudi Arabia
Policy enquiries
support@hajjumrahtaxi.co.uk
Last reviewed: 15 October 2026
Checked sources
Official information for your planning
Transport, airport, rail, visa and visitor arrangements can change. These official sources are provided so you can check the current position for your journey.
Useful before you book
Questions and clear answers
Can I cancel one trip in a multi-trip order?
Yes. Each journey has its own scheduled pickup and cancellation calculation.
Can I get a refund if my plans change?
Yes. Cancellation is free with a full refund if we receive your request at least 48 hours before pickup. Inside 48 hours the deposit is non-refundable: a deposit paid online is retained, or 30% of the price where the journey was paid in full. All requests require booking-team approval, and you can ask us to review a retained deposit through the contact page.
Will currency conversion differences be refunded?
We refund the approved transaction amount through the original method. Your issuer may use its own exchange rate or fees, which we do not control.
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