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Refund and Returns Policy

Cancellation & Refund Policy

At Zam Zam Umrah Taxi, we understand that travel plans can change, especially during your sacred journey. This policy explains how booking cancellations, changes, and refunds are handled for all our taxi and transfer services across Makkah, Madinah, Jeddah, and other routes in Saudi Arabia.

1. Booking Cancellations by the Customer

  • 24 hours or more before pickup: Free cancellation. Any advance payment will be refunded in full.
  • 12 to 24 hours before pickup: Eligible for a 50% refund of any advance payment.
  • Less than 12 hours before pickup: Advance payments are non-refundable, as the vehicle and driver have already been reserved for you.
  • No-show: If the customer is not present at the pickup location and cannot be reached within 60 minutes of the scheduled time, the booking is treated as a no-show and no refund will be issued.

2. Flight Delays

We monitor flight arrival times for all airport pickups. If your flight is delayed, your driver will wait for you at no extra charge. No cancellation fee applies to bookings affected by flight delays, provided you share your correct flight number at the time of booking.

3. Cancellations by Zam Zam Umrah Taxi

In the rare event that we must cancel your booking due to vehicle breakdown, driver unavailability, or circumstances beyond our control, we will first attempt to arrange an alternative vehicle of the same or higher category at no extra cost. If no alternative can be provided, you will receive a 100% refund of any payment made.

4. Changes to Your Booking

You may change your pickup time, date, or route free of charge up to 12 hours before your scheduled pickup, subject to vehicle availability. If the new route has a different fare, the price difference will be adjusted. To request a change, contact us on WhatsApp at +966 59 681 2961.

5. Refund Method & Processing Time

  • Refunds are issued to the original payment method (bank transfer or online payment).
  • Approved refunds are processed within 7–14 business days. Bank processing times may vary by country.
  • For cash-on-arrival bookings with no advance payment, no refund applies — simply inform us of your cancellation as early as possible.

6. Service Issues

If you experience a problem with your ride — such as a significant delay caused by us or a vehicle different from what was booked — please contact us within 48 hours of your trip. We will review each case fairly and may offer a partial refund, discount, or free upgrade on your next booking.

7. Non-Refundable Situations

  • No-shows or incorrect pickup details provided by the customer
  • Delays caused by the customer (late arrival at pickup point beyond the free waiting time)
  • Cancellations made less than 12 hours before pickup
  • Traffic delays, road closures, or weather conditions beyond our control

8. How to Request a Cancellation or Refund

Contact our 24/7 support team with your booking details:

Please include your name, booking date, route, and reason for cancellation so we can process your request quickly.

Last updated: July 2026. Zam Zam Umrah Taxi reserves the right to update this policy at any time. The version published on this page applies to all new bookings.