Refund Policy

 

At Mawaddah Travel & Tours Sdn. Bhd., we aim to provide our customers with a clear and fair refund policy. Please review the following terms carefully before making a booking:

 

1. Eligibility for Refunds

• Refunds are only applicable for cancellations made within the permitted time frame, depending on the type of service booked.

• All refund requests must be submitted in writing via email to our customer service team at [email protected]

 

2. Non-Refundable Situations

Refunds will not be provided under the following circumstances:

• Customer errors, including:

  • Incorrect travel dates or times entered

  • Wrong pickup or drop-off locations

  • Mismatch in vehicle size due to not checking “Our Vehicles” page

• Last-minute cancellations (timeframe may vary based on service type)

• No-shows or late arrivals by the customer

• Failure to provide valid and reachable contact details (phone/email)

• Changes made by the customer after confirmation, unless approved by the Company

 

3. Refund Processing Time

• Approved refunds will be processed within 7–14 business days via the original method of payment.

• Processing time may vary depending on bank policies or payment gateway providers.

 

4. Administrative Fees

• All eligible refunds are subject to a 10% administrative fee, unless stated otherwise.

• This fee covers processing charges and third-party transaction fees incurred by the Company.

 

5. Cancellations by Mawaddah Travel & Tours

In the rare event that we are unable to provide the confirmed service due to operational issues, weather, or unforeseen circumstances:

• Customers will be offered the option to:

  • Reschedule the booking

  • Receive a full refund with no administrative charges

 

6. Contact Us

For any refund-related queries, please contact us at:

 

📧 Email: [email protected]
📞 Phone: +6014-230 3772

 

Please include your booking reference number and full name for faster assistance.