Clear, fair, and transparent — please read before booking.
We understand that circumstances can change. This policy sets out clearly what happens if you need to cancel your booking, how and when refunds are processed, and what elements of a booking are non-refundable. If you have any questions that are not addressed here, please contact us directly at info@safacaravan.com or +44 20 7946 0321.
If you wish to cancel your booking, you must notify Safa Caravan in writing. We do not accept verbal cancellations. Written notice must be sent by email to info@safacaravan.com, clearly stating your booking reference number, the names of all travellers being cancelled, and the reason for cancellation.
The cancellation date is defined as the date on which Safa Caravan receives your written cancellation notice during normal office hours (Monday–Saturday, 9am–6pm). Cancellations received outside these hours will be processed on the next working day.
The following charges apply based on the number of days between the date of written cancellation and the scheduled departure date:
| Days Before Departure | Cancellation Charge | Amount Refunded |
|---|---|---|
| 84 days (12 weeks) or more | Deposit only (25% of total) | 75% of total booking value (less non-refundable costs) |
| 57–83 days (8 to 12 weeks) | 50% of total booking value | 50% of total booking value (less non-refundable costs) |
| Less than 57 days (under 8 weeks) | 100% of total booking value | No refund (see ATOL exception below) |
These charges reflect the costs we incur with airlines, hotels, and visa agencies that are not recoverable upon cancellation. The cancellation charges are applied per person to the booking.
Regardless of when a cancellation is made, the following costs are non-refundable in all circumstances because they represent third-party costs that have already been incurred on your behalf:
We will deduct the above non-refundable third-party costs from any refund due before processing the payment to you.
Approved refunds will be processed and credited back to the original payment method within 10–15 working days of the cancellation being confirmed in writing by Safa Caravan. We aim to process refunds as quickly as possible, but please note that bank processing times on your end may add additional days before funds appear in your account.
Refunds will be issued to the same payment method used for the original booking. If you paid by bank transfer, the refund will be made to the bank account from which the payment originated. If you paid by card, the refund will be issued to the same card. We do not issue refunds in cash or to a different bank account or card without written justification and identity verification.
If only some members of a booking wish to cancel, the cancellation charges will be applied on a per-person basis for those cancelling. Please be aware that cancelling some travellers from a booking may affect room sharing arrangements and could result in a single supplement charge being applied to remaining travellers.
On rare occasions, it may be necessary for Safa Caravan to cancel a booking. This may occur due to:
Where we cancel your booking for reasons within our control, we will offer you either a full refund of all monies paid to us or, where available, a suitable alternative booking of equivalent or greater value. Where cancellation is due to force majeure, we will refund all recoverable costs but cannot be held liable for irrecoverable third-party charges.
We will give you as much notice as possible in all cases and communicate clearly in writing.
If you wish to make changes to your booking rather than cancel — such as changing your travel dates, accommodation, or the number of travellers — please contact us as soon as possible. An amendment fee of £50 per person may apply for changes made within 84 days of departure, in addition to any costs charged by airlines or hotels for the change.
Date changes made more than 84 days before departure may be made without an amendment fee, subject to availability and any price difference between the original and revised booking.
All flight-inclusive Safa Caravan packages are protected by the Air Travel Organiser’s Licence (ATOL) scheme, administered by the UK Civil Aviation Authority (CAA). This protection applies in the event that Safa Caravan becomes insolvent and is unable to provide your travel arrangements.
If you are overseas at the time of insolvency, ATOL protection will cover your repatriation to the UK at no additional cost to you. If you have booked but not yet departed, you will receive a full refund of all ATOL-protected elements of your booking.
To make a claim under the ATOL scheme in the event of insolvency, please contact the CAA directly at www.caa.co.uk. Your ATOL Certificate, issued with your booking confirmation, contains important information about what is and is not protected.
In the event that your Umrah or Hajj visa application is rejected by the Saudi authorities despite correct and complete documentation, we will do the following:
We are not liable for visa rejections resulting from inaccurate information provided by the customer, failure to meet Saudi entry requirements, or passport issues.
To cancel your booking, please follow these steps:
If you believe a refund has not been processed correctly, or if you are dissatisfied with how your cancellation has been handled, please contact us at info@safacaravan.com or call +44 20 7946 0321. We are committed to resolving all complaints within 14 days. If you remain unsatisfied, you may refer your complaint to the Civil Aviation Authority or seek advice from Citizens Advice.
For all cancellation and refund enquiries:
Safa Caravan Ltd
London, United Kingdom
Email: info@safacaravan.com
Phone: +44 20 7946 0321
Office hours: Monday–Saturday, 9am–6pm