Refund Policy

JALLOH SPIRITUAL TRAVEL LIMITED

This Refund Policy outlines the terms and conditions for refunds of services provided by JALLOH SPIRITUAL TRAVEL LIMITED (“we”, “us”, “our”) in connection with Tour Operator Activities (NAE Code: 79120). By booking any of our tours, packages, or services, you agree to these refund terms. Our policy is designed to be fair and transparent, reflecting the unique nature of travel services and the commitments we make to our customers and third-party service providers (airlines, hotels, etc.).

1. Refund Eligibility

Refunds will only be considered in the following circumstances:

Cancellation by Us: If we cancel your booking due to unforeseen circumstances (e.g., insufficient travelers, destination safety risks, natural disasters, or third-party service provider failures) and cannot offer a suitable alternative.
Service Non-Delivery: If we fail to deliver the agreed-upon services (in full or in part) due to our own negligence or breach of contract, and you have not received any benefit from the services provided.
Serious Service Deficiency: If the services provided are seriously deficient and do not meet the agreed-upon standards (as outlined in your booking confirmation), and we are unable to rectify the deficiency within a reasonable timeframe.
Duplicate Payment: If you have made a duplicate payment for the same booking, we will refund the duplicate amount upon verification.
Medical Emergency: If you or a traveling companion experiences a serious medical emergency (supported by a valid medical certificate) that prevents you from traveling, subject to the terms outlined below.
Visa Denial: If you are denied a visa for the destination (supported by official visa denial documentation) and have purchased our visa assistance service, subject to the terms outlined below.

Refunds willnot be provided in the following circumstances:

Change of mind: If you decide to cancel your booking after confirmation, unless you have purchased a flexible booking option or cancellation insurance.
Late Cancellation: If you cancel your booking after the applicable cancellation deadline (outlined in your booking confirmation), as we will have incurred costs with third-party service providers.
No-Show: If you fail to arrive for your tour, flight, accommodation, or activity without prior notice.
Traveler Negligence: If you miss your flight, tour, or activity due to your own delay, failure to follow instructions, or incorrect documentation.
Force Majeure: Circumstances beyond our control, including but not limited to natural disasters, political unrest, strikes, pandemics, or changes to government travel restrictions (we will offer alternative dates or credit where possible).
Non-Refundable Services: Services explicitly marked as non-refundable in your booking confirmation (e.g., attraction tickets, airline tickets, certain accommodation bookings).

2. Cancellation & Refund Process

Cancellation Requests

To request a cancellation or refund, you must submit a written request to Mamudu1969Jalloh@gmail.com, clearly stating:

Your full name and contact details.
Booking reference number and details (e.g., tour name, travel dates, number of travelers).
Reason for cancellation or refund request.
Supporting documentation (if applicable, e.g., medical certificate, visa denial letter, proof of duplicate payment).

Cancellation requests must be received by the deadline outlined in your booking confirmation (typically 7-30 days before travel, depending on the service).

Refund Assessment

We will review your refund request within 10 business days of receipt. We may contact you for additional information or clarification during the review process. After reviewing your request, we will notify you in writing of our decision (approve, partially approve, or deny the refund).

For partial refunds, we will deduct any costs incurred by us (e.g., third-party service fees, administrative fees) from the refund amount, and notify you of the final refundable amount.

Refund Processing

If your refund request is approved:

Refunds will be processed using the original payment method (e.g., credit card, bank transfer) within 14-21 business days of approval.
Please allow 3-5 additional days for the refund to appear in your account (varies by payment provider).
For non-refundable services, we may offer a credit note (valid for 12 months) for future bookings, where possible.

3. Special Circumstances

Medical Emergencies

If you need to cancel due to a serious medical emergency, you must provide a valid medical certificate from a registered healthcare professional, stating that you are unable to travel. We will refund the amount paid, minus any non-refundable costs incurred by us (e.g., airline tickets, attraction tickets).

Visa Denial

If you are denied a visa and have purchased our visa assistance service, you must provide the official visa denial letter from the relevant embassy/consulate. We will refund the amount paid for the tour/package, minus any non-refundable costs incurred by us. Visa denial due to incorrect documentation or failure to meet visa requirements is not eligible for a refund.

4. Non-Refundable Items

The following are non-refundable, regardless of circumstances:

Attraction tickets (including skip-the-line tickets) that have been issued or are non-refundable per the attraction operator’s policy.
Airline tickets (unless explicitly stated as refundable in your booking).
Accommodation bookings marked as non-refundable by the hotel/resort.
Administrative fees for processing bookings, cancellations, or refunds.
Visa assistance fees (if the visa application was submitted and processed, regardless of the outcome).

5. Dispute Resolution

If you disagree with our decision regarding your refund request, you may submit a written appeal to us within 7 business days of receiving our decision. We will review your appeal and provide a final decision within 10 business days. If we are unable to resolve the dispute amicably, you may pursue remedies available under UK law.