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Cancellation & refund policy

Last updated 14 October 2026

Your booking contract is with the agency

Nusayr is a comparison and enquiry platform. Payments, bookings, changes and cancellations are handled directly by the travel agency named on your package, under the terms they give you before you pay. Nusayr does not take payment from pilgrims and cannot cancel a booking or issue a refund itself.

Before you pay, ask the agency for their terms in writing

Cancellation terms differ between agencies and between packages. General industry practice is that visa fees become non-refundable once the application is filed, flight refunds follow the airline's fare rules, and hotel refunds depend on how close to travel you cancel. That is general information, not your agency's terms. Ask for the specific figures for your package, in writing:

  • How much advance is due to confirm the booking, and when the balance is due
  • The cancellation charge at each stage before departure, as a percentage or amount
  • Which parts are non-refundable, and how long refunds take
  • What happens if the agency changes the dates, the hotels or the flights, or cancels
  • Whether names can be changed, and at what cost

Paying safely

Nusayr never asks you for money and never receives it. Pay the agency directly, ask for a receipt or invoice every time, and be cautious if you are asked to pay into an individual's personal account, to pay everything up front, or to pay in cash only.

Enquiries cost nothing

Sending an enquiry on Nusayr creates no payment obligation. You can withdraw it from your account while it is still open. Once it has become a booking with the agency, the decision has moved off the website and the agency's terms apply.

If something goes wrong

First raise it with the agency in writing and keep a copy. If an agency is not honouring terms it gave you in writing, tell us through the contact page or at support@nusayr.com, with the package, the agency and what was agreed. Agencies are expected to keep their commitments to stay listed on Nusayr.

You can also contact India's National Consumer Helpline on 1915, or the consumer authority in your state, if a dispute with an agency is not resolved.