Summary: Refund and cancellation rules are set by the Agency and package type. Read the policy shown before you pay and in your booking confirmation.
1. Agency policies apply
Tour Solvers displays each Agency's package terms in good faith. The Agency that sold the package determines cancellation windows, forfeited deposits, and refund methods for package payments they collect. Tour Solvers does not hold those package funds. If a product is clearly labelled with Tour Solvers as merchant of record at purchase, that product's own refund rules apply to the labelled charge only.
2. Typical factors
- Time before departure (Hajj/Umrah seasons have stricter cut-offs).
- Non-refundable flights, visas, or MoRA / quota fees already paid.
- Force majeure (authority or airline cancellations).
- Medical or visa refusal — documentation may be required.
2. How to request a change or refund
- Contact the Agency using details on your booking confirmation.
- If no response within a reasonable time, open Dashboard → Complaints (account required).
3. Platform fees & wallet credits
Promotional wallet credits or coupons are Tour Solvers platform incentives. When applied to a booking, they may reduce the cash amount you still owe the Agency; they do not mean Tour Solvers collected or refunded your package payment. Separate rules shown at redemption apply. Service fees charged by Tour Solvers (if any) will be disclosed before payment.
4. Chargebacks
Contact the Agency first. Unfounded chargebacks may delay resolution and affect your account standing.
5. Contact
Related documents
Questions about this policy? Contact us via our support channels. privacy@toursolvers.com