Return and Cancellation Policy
The company Al-Maqam is committed to providing its services with the highest levels of clarity and transparency. All requests for cancellation or refund are subject to the nature of the booked service, the status of the request, and the conditions of official authorities and service providers,
including visas, Umrah programs, hotel bookings, travel tickets, transportation services, electronic internet SIM cards, and products from the online store.
The company respects the consumer rights applicable in the State of Kuwait, where the Ministry of Commerce and Industry affirms the consumer's right to exchange or return goods within 14 days from the date of purchase as indicated on the invoice according to the established regulations.
First: Cancellation or Refund of Umrah Services and Visas
Visa fees and government and administrative service fees are non-refundable after the processing of the request has begun or it has been submitted to the relevant authorities, unless there is a documented error on the part of the company or if the service cannot be provided by the company without offering a suitable alternative.
Additionally, the approval or rejection of the visa is subject to the relevant official authorities, and the company is not responsible for rejections resulting from incorrect data, incomplete documents, or reasons beyond the company's control.
Second: Cancellation or Refund of Bookings and Services
Hotel bookings, flight tickets, transportation services, and land or air Umrah programs are subject to the cancellation and modification policies of the service providers.
Cancellation or modification fees or banking or administrative fees may be deducted depending on the status of the request and the time of cancellation.
No refunds will be issued in the following cases:
After the visa has been issued or the processing of the request has begun.
After confirming the booking with the hotel, airline, or transportation provider if the service is non-refundable.
When the customer provides incorrect data or incomplete documents.
If the customer fails to attend at the scheduled time.
After the service has been activated or used, such as eSIM cards or digital services.
If the cancellation is due to circumstances beyond the company's control or due to instructions from official authorities.
Third: Online Store Products
For physical products sold through the online store, a request for exchange or refund may be submitted within the stipulated legal period, provided that the product is in its original condition, unused, with the invoice or proof of purchase, and in accordance with the nature of the product or the approved return conditions.
Refunds do not include used products, or those damaged due to misuse, or products that cannot be returned for health or operational reasons, or if they were customized based on the customer's request.
Fourth: Cases Where a Refund Request May Be Made
The customer may submit a refund request in the following cases:
Accidental payment.
Duplicate payment.
Incorrect amount deducted.
Cancellation of the service by the company without providing a suitable alternative.
Unavailability of the requested service before its execution.
Defect or error in a physical product purchased from the online store, according to the applicable regulations.
Fifth: Steps to Submit a Refund Request
To submit a refund request, please follow these steps:
Contact Al-Maqam Customer Service through the official channels listed on the website.
Provide the company with the order number or booking number.
Send the customer's name, phone number, and email used in the booking.
Attach a copy of the payment receipt or invoice.
Clearly explain the reason for the refund request.
Attach any supporting documents, such as a product image, error message, deduction notice, or proof of duplicate payment.
Wait for the request to be reviewed by the relevant department.
The customer will be notified of the request outcome after reviewing the service or product status and matching the financial data.
Sixth: Processing Time for Refund Requests
Refund requests are reviewed within a reasonable period from the date of receiving all required data and documents. If approved, the amount will be refunded using the same payment method used whenever possible, or through another method adopted by the company,
after deducting any banking or administrative fees or fees imposed by service providers, if any.
The time it takes for the amount to appear in the customer's account may vary depending on the bank, payment method, and payment gateway used.
Seventh: Refusal of Refund Requests
Al-Maqam Company reserves the right to refuse a refund request in the following cases:
If the request violates the service terms or the service provider's policy.
If the service has already been executed or used.
If the customer has not provided proof of payment.
If the reason for cancellation is due to an error or delay on the part of the customer.
If the service or product falls under non-refundable categories.
If the request is submitted after the deadline or after the service has been fully executed.
Eighth: Complaints and Consumer Protection
If there are any comments or complaints, the customer has the right to first contact Al-Maqam Customer Service to try to resolve the matter amicably and quickly. If a resolution is not reached, consumers in Kuwait can utilize the consumer protection channels provided by the Ministry of Commerce and Industry,