Cancellations and Refunds
Refund & Cancellation Policy
Effective Date: August 6, 2026
At Ila Makkah, we strive to provide reliable and professional transportation and tour services for all our customers. Please review our refund and cancellation policy before making a booking.
1. Booking Cancellation by Customer
- Cancellations made 48 hours or more before the scheduled pickup time are eligible for a full refund.
- Cancellations made 24 to 48 hours before the scheduled pickup time are eligible for a 50% refund.
- Cancellations made less than 24 hours before the scheduled pickup time are non-refundable.
Refund eligibility may vary for custom bookings, large groups, or special event services.
2. No-Show Policy
If the customer fails to appear at the agreed pickup location without prior notice, the booking will be treated as a No-Show, and no refund will be issued.
3. Booking Changes
Customers may request changes to their booking, including pickup time, location, or vehicle type, subject to availability.
Additional charges may apply if the requested changes result in increased service costs.
4. Cancellation by Ila Makkah
If Ila Makkah is unable to provide the booked service due to operational issues, vehicle unavailability, safety concerns, or other unforeseen circumstances, customers will receive either:
- A suitable replacement service, where available; or
- A full refund of the amount paid.
5. Delays Beyond Our Control
We are not responsible for delays or cancellations caused by circumstances beyond our reasonable control, including but not limited to:
- Road closures
- Heavy traffic
- Severe weather conditions
- Government restrictions
- Public emergencies
- Accidents
- Force majeure events
Refunds in such situations will be assessed on a case-by-case basis.
6. Airport Pickup Delays
We understand that flight schedules can change.
If your flight is delayed, please inform us as soon as possible. We will make reasonable efforts to adjust your pickup time based on the updated arrival information, subject to driver availability.
7. Refund Processing
Approved refunds will be processed using the original payment method whenever possible.
Refund processing times typically range from 5 to 10 business days, depending on your payment provider or financial institution.
Any transaction fees charged by third-party payment processors may be deducted where permitted by applicable law.
8. Non-Refundable Services
The following are generally non-refundable unless otherwise agreed in writing:
- No-show bookings
- Services already completed
- Bookings cancelled less than 24 hours before pickup
- Additional services used during the trip
9. Contact Us
If you have any questions regarding refunds or cancellations, please contact us:
Ila Makkah
Address:
Al Aziziyah District, Makkah 24243
Makkah Province, Saudi Arabia
Phone:
+1 (579) 987-8667
Email:
info@ilamakkah.com