Cancellation & Refund Policy

Islamic Travel, a Nomad Travel Australia Pty Ltd (ABN 32654849377) business, (“Islamic Travel”, “we”, “us” and/or “our”) try to ensure that we only promote travel offers that our customers will enjoy. We understand, however, that occasionally, this is not always the case. This policy sets out the circumstances in which Islamic Travel may provide refunds to our customers (“customer”, “you” or “your”) or permit cancellation in respect of a specific travel offer. Please note that in administering this policy we will only deal with the named person who placed the order in respect of a specific travel offer.

Pursuant to the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), you may be entitled to certain rights and remedies which cannot be contracted out of. Nothing in this Cancellation and Refund Policy is intended to limit, exclude, or modify any rights or remedies that may be available to you as a consumer under the Australian Consumer Law. These rights cannot be excluded, restricted or modified by contract.

CANCELLATION TIMELINES AND REFUND AMOUNTS

These specific cancellation and refund policy sections apply to any trips purchased from Islamic Travel, and include land only packages or packages with flights included. Where any specific details differ from the general policy further below, this section shall apply:

  1. Cancellation 60 or more days before departure: Full refund, less a non-refundable administration and processing service fee of $200 (to cover booking, administration and processing costs incurred). If airfare is included, airfare component refund subject to airline refund policy.
  2. Cancellation 45 to 59 days before departure: 75% refund of package cost. If airfare is included, airfare component refund subject to airline refund policy.
  3. Cancellation 30 to 44 days before departure: 50% refund of package cost. If airfare is included, airfare component refund subject to airline refund policy.
  4. Cancellation less than 30 days of departure: Full Package costs is non refundable. If airfare is included, airfare component refund subject to airline refund policy.
  5. Where any hotels have been booked on your behalf as Non Refundable hotel bookings, the full hotel cost shall be Non-Refundable from the date invoice is issued.
  6. It is important to have your own travel insurance.

Non-Refundable Bookings

At times, certain components of your booking may be non-refundable from the time of booking, in these cases you will be informed beforehand and if the quote is accepted and invoice paid, those components are non-refundable no matter how far in advance you cancel your booking. For example:

  1. Non-Refundable hotel bookings
  2. Non-Refundable airline tickets
  3. Visas, whether approved or rejected
  4. Some activity/event tickets
  5. Any other items as advised during the quote process

SPECIFIC TO RAMADAN UMRAH PACKAGES

This specific refund policy section applies to both Group and Private Ramadan Umrah Packages in addition to the items listed further below. Where any specific details differ from the general policy further below, this section shall apply:

  1. Ramadan Umrah packages for both group and private trips are non-refundable for customer-initiated cancellations at any time. This applies to voluntary cancellations by the customer only and does not limit any rights you may have under the Australian Consumer Law where Islamic Travel fails to deliver the service as agreed.
  2. You must obtain travel insurance for any Ramadan Umrah package purchased from Islamic Travel (Nomad Travel Australia Pty Ltd).

WHEN ISLAMIC TRAVEL MAY PROVIDE REFUNDS

Other than the specific circumstances mentioned above for Ramadan Umrah packages, Islamic Travel may provide a refund of amounts you have paid to us in connection with the relevant travel products and services if :

  1. we accept your cancellation of the services in the permitted circumstances set out below;
  2. your request for cancellation is made at least 30 days before commencement of the travel offer purchased and as per the timeline set out above in the Cancellation Timeline and Refund Amounts;
  3. allocation system time-outs resulting in oversold departure date allocations under our inventory allocation system and as a consequence the travel offer is not available to you and we cancel the order;
  4. the passenger information form is not returned within the specified period and we cancel the order;
  5. an order is placed in contravention of an applicable child traveller policy and we cancel the order;
  6. any minimum number requirements of a travel offer are not met and we cancel the order;
  7. we are required by law to do so;
  8. we have made a mistake in advertising a travel offer that fundamentally misstates the product or service that is the subject of the travel offer or otherwise in the case of manifest error by us; or
  9. prior to travel, the provider of the travel offer ceases trading or ceases to provide the goods or services that are the subject of the travel offer.

WHEN REFUNDS ARE NOT AVAILABLE

The following circumstances DO NOT qualify for refunds:

  1. where you have failed to read our Terms and Conditions, Privacy, Travel Advice updates, Cancellation & Refund Policy or any trip Important Notes set out on our website for your travel offer (located on any trip page on this website)
  2. if you change your mind after you have purchased a travel offer (for whatever reason) — refunds in this circumstance are subject to the Cancellation Timeline and Refund Amounts set out above;
  3. if the travel offer experience was in accordance with its description but did not meet your general expectations (for whatever reason);
  4. if you are unable to travel due to a medical condition or any other personal reason;
  5. if you are unable to obtain your preferred time to experience the travel offer;
  6. if you cannot travel due to other travel or other personal commitments;
  7. if the business on behalf of whom we are advertising a travel offer does not honour the terms of the travel offer because you have failed to present the provided booking voucher on redemption;
  8. if you have had a dispute with the business on behalf of whom we are advertising the travel offer;
  9. if you are late for your booking/activity, and the business decides to cancel your voucher;
  10. where the travel date selected in respect of the travel offer has passed;
  11. where you are denied entry to a destination due to a failure to comply with a health, Visa or other requirements;
  12. if you leave a tour and are non-locatable after reasonable efforts have been made and we cancel any remaining component of a travel offer;
  13. where Islamic Travel determines the continuance of a travel offer on the scheduled departure date despite published minimum number criteria not being met;
  14. if you miss or are a ‘no-show’ for a flight or cruise and your flight/cruise, ticket, accommodation, transfer or other travel offer component is cancelled;
  15. where an itinerary change occurs and we arrange supply of a service of comparable or higher standard;
  16. where we cancel the order in the event of fraud, abuse or suspicious activity.

WHEN YOU MAY CANCEL YOUR BOOKING AND REQUEST A REFUND

If we increase the price of your specific travel offer by a material amount (being more than 10% of the initial price) in accordance with our Terms and Conditions, you may cancel the relevant travel products or services and request a refund of amounts you have paid to us in connection with the relevant travel products or services.

This does not apply to increases arising from a request, action or omission of the customer, any person travelling or intending to travel on the order or any of their agents or representatives (including but not limited to changes to travel arrangements, optional extras, surcharges and other customisations and additions).

Where we have paid for a visa application on your behalf, whether approved or rejected, the cost of the visa is not refundable at any time.

Please refer to our Terms and Conditions for circumstances where Islamic Travel may vary, withdraw or cancel the order, the services or the components of a travel offer.

EVENTS OUTSIDE OUR CONTROL (FORCE MAJEURE)

In the event that Islamic Travel is unable to provide all or part of your booked travel services due to circumstances beyond our reasonable control — including but not limited to natural disasters, pandemics, acts of government, war, civil unrest, strikes, or other extraordinary events — Islamic Travel will use reasonable endeavours to offer you alternative travel arrangements or a credit towards future travel of equivalent value. Where this is not possible, Islamic Travel will work with you to find a fair resolution.

Where a force majeure event is caused or contributed to by a third party (such as an airline, hotel, or government authority), your entitlements may be subject to the terms and conditions of that third party. Islamic Travel will act as your advocate in pursuing any available remedies from those third parties on your behalf.

OTHER MATTERS

Please note any claim for refund excludes and may be subject to payment by you of any applicable fees (such as order offload fees and order administration fees) and also excludes any other non-refundable items and circumstances.  Any claim for a refund may be reduced or denied where our Terms and Conditions, this or any other Islamic Travel Policy is not complied with.

Without limiting the foregoing, Islamic Travel reserves the right at its discretion to provide a refund outside of the above circumstances in compelling or extenuating circumstances. Where Islamic Travel exercises its discretion to consider a refund outside of the circumstances described in this policy, its determination in such cases is final. Nothing in this clause limits any rights you may have under the Australian Consumer Law, including the right to seek assistance from the relevant consumer protection authority or a court or tribunal.

SUBMITTING A CANCELLATION REQUEST

A request for a cancellation must be submitted via email to Islamic Travel.  Islamic Travel will then email the account holder a Cancellation Form. This must be completed and returned to Islamic Travel no less than 30 days prior to travel.  Immediately upon submission of this Cancellation Form, you are authorising Islamic Travel to cancel all elements of the Order for the passenger(s) provided within the form. All cancellations are considered non-reversible once received by Islamic Travel and subject to the refund circumstances listed above.

Voluntary Flight Cancellations

Where Islamic Travel has been requested to arrange flights on your behalf, in the event you are unable to make your flight, for whatever reason, you must contact both the Islamic Travel and Airline directly prior to check-in closing. Where a customer is required to cancel any flight or portion of their ticket, Islamic Travel reserve the right to further charge the customer, any airline no-show fees. Should the cancellation occur outside of 72 hours prior to travel, only Islamic Travel needs to be notified.

SUBMITTING A REFUND REQUEST

All customers requesting a refund will be required to provide full particulars as to why they are not satisfied with the quality of the goods and services that are the subject of a travel offer.

All complaints need to be made directly to Islamic Travel.

All complaints feedback must be received within 30 days from the return of travel, or from the date the incident occurred. We strongly encourage all complaints and refund requests to be submitted within 30 days. Late submissions may affect our ability to investigate and resolve your claim. This timeframe does not affect any rights you may have under the Australian Consumer Law.

VERIFICATION

Islamic Travel will verify the validity and veracity of some or all of the particulars of a request for cancellation or refund by consulting with the relevant merchant responsible for fulfilling the offer. Islamic Travel may also ask you (by phone or email) to provide additional information in relation to the cancellation or refund request.

REFUSAL

In circumstances where we believe that a request for a cancellation or refund does not fall within the scope of this policy, misleading, incorrect, deceptive and/or is otherwise invalid, Islamic Travel may, in its absolute discretion, refuse a cancellation or refund request. Where a request is refused, Islamic Travel will provide written notification of the outcome. Nothing in this clause limits any rights you may have under the Australian Consumer Law. Please note that any fraudulent, abusive or otherwise suspicious activity will be immediately referred to the relevant authorities.

REFUND VIA DIRECT DEPOSIT

Any refund will be credited to your preferred bank account, according to the details provided by you during the refund request process. Any refund provided by Islamic Travel is in no way an admission of liability by or on behalf of Islamic Travel or the admission of any other fact in connection with, any act or omission which then led to the request for a refund being submitted by the customer.

CHANGE TO POLICY

Islamic Travel may change this policy at any time at our absolute discretion by posting the revised policy on this website. The version of this policy in effect at the time of your booking will apply to that booking, unless a change is required by law. It is your responsibility to review the terms of this policy prior to booking.

CONTACT INFORMATION

For any feedback or questions regarding this policy, please feel free to contact Islamic Travel via any of the contact methods listed on our Contact page