Plans change, and we understand that. This policy explains how to cancel or change a booking with ITS Holidays Ltd, what can be refunded, and how long it usually takes.
Every service has its own rules because airlines, hotels, and embassies set their own conditions. We always tell you the exact charges before processing any cancellation.
1. How Refunds Work
Most of the money you pay goes directly to airlines, hotels, and other suppliers. When you cancel, the refund depends on how much the supplier returns to us.
Once the supplier approves your refund, we pass it on to you after deducting non-refundable charges. We never hold back any amount that belongs to you.
2. How to Request a Cancellation
All cancellation and change requests must be made in writing. Please send your request to support@itsholidaysltd.com or through our official WhatsApp at +880 1716-151880.
Include these details so we can act quickly:
- Booking reference or invoice number
- Traveler names exactly as on the passport
- The service you want to cancel or change
- Your preferred refund method
Your cancellation date is the day we receive your written request. Verbal requests by phone cannot be processed, as they leave no record for either side.
3. Cancellation Rules by Service
Air Tickets
Each air ticket follows the fare rules set by the airline. Refundable tickets can be cancelled with an airline penalty. Non-refundable tickets usually cannot be refunded, though some government taxes may still be returned if the ticket is unused.
Date changes and reissues are possible on most fares, with an airline charge plus any fare difference. If you miss your flight without cancelling, the ticket may lose all value.
Hotel Bookings
Hotel bookings are either refundable or non-refundable, as shown when you book. Refundable rooms can be cancelled free of charge before the hotel's deadline. After that deadline, the hotel may charge one night or the full stay.
Non-refundable rates are cheaper but cannot be cancelled or changed once confirmed.
Holiday Tour Packages
Holiday packages combine flights, hotels, transfers, and tours. Cancellation charges grow as the travel date gets closer, because suppliers apply stricter penalties near departure.
The cancellation terms for your package are listed in your package details and invoice. Please review them before paying.
Umrah Packages
For Umrah packages, the Umrah visa fee becomes non-refundable once your application is submitted to the Saudi system. Hotels in Makkah and Madinah are often non-refundable, especially during Ramadan and other peak seasons.
Air ticket refunds follow the airline's rules.
Hajj Packages
Hajj package cancellations and refunds follow the rules set by the Ministry of Religious Affairs of Bangladesh and the Saudi authorities. Once Hajj registration is complete, government-set deductions may apply.
Refunds for Hajj are processed only as allowed under official government guidelines. Our team will explain the exact amount based on your registration stage.
Tours, Activities, and Transfers
Tours and activities and airport transfers can usually be cancelled for free if done early enough. Late cancellations or no-shows are normally non-refundable. The deadline for each service is shared at the time of booking.
Cruise Bookings
Cruise lines apply their own cancellation schedules, and charges rise closer to the sailing date. Deposits are often non-refundable. We share the cruise line's cancellation terms with your booking confirmation.
Visa Processing
Embassy and visa center fees are non-refundable once your application is submitted, whatever the outcome. Our visa service fee is also non-refundable after we start preparing your file.
A visa refusal is not grounds for a refund, as the decision is made only by the embassy.
4. Non-Refundable Items
The following charges cannot be refunded once paid:
- Our service charges, after work on your booking has started
- Embassy, visa center, and Umrah visa fees after submission
- Non-refundable airline tickets and hotel rates
- Supplier penalties and cancellation fees
- Bank charges and payment gateway fees
- Travel insurance premiums, once the policy is issued
5. Date Changes and Name Corrections
Want to travel on a different date? Most bookings can be changed, subject to availability, supplier charges, and any price difference. A small handling fee may apply for our work.
Name corrections depend on the airline. Some allow minor spelling fixes, while others treat a name change as a new booking. Please check your names against your passport as soon as you receive confirmation.
6. No-Shows and Unused Services
If you do not show up for a flight, hotel, or tour without cancelling first, the supplier usually treats it as a no-show. No-show bookings are generally non-refundable.
Services left unused during your trip, such as a skipped tour or meal, cannot be refunded.
7. Cancellations by ITS Holidays or Suppliers
Sometimes an airline cancels a flight or a hotel cannot honor a reservation. If this happens, we will contact you quickly and offer a similar alternative.
If you do not accept the alternative, we will refund the full amount we recover from the supplier.
8. Events Beyond Our Control
Natural disasters, pandemics, political unrest, airport closures, or sudden travel bans can disrupt plans. In these cases, refunds depend entirely on what suppliers agree to return.
Many airlines and hotels offer travel credits or free date changes instead of cash refunds in such situations. We will help you choose the best option available.
9. Refund Processing Time
Refund time depends on the supplier involved. Hotel and activity refunds are often faster, while airline refunds can take several weeks to process.
Once we receive the refund from the supplier, we release your amount promptly. You can ask our team for an update on your refund status at any time.
10. How You Receive Your Refund
Refunds are paid through the original payment method wherever possible:
- Card payments made through SSLCommerz are returned to the same card
- Mobile banking payments are returned to the same account where possible
- Bank transfer or cashpayments are refunded by bank transfer to the traveler's or payer's account
Your bank may take extra time to show the amount in your account. See our Payment Methods page for accepted options.
11. Our Other Legal Policies
Please read this policy together with:
12. Contact Us
For cancellations, changes, or refund updates, contact us:
Email: support@itsholidaysltd.comPhone: +880 1901-468550
WhatsApp: +880 1716-151880
Head Office: Punnashi Villa, Level 2, House 150, Block E, Road 10, Banani, Dhaka 1213, Bangladesh
You can also visit our Contact Us page to find all branches.
Frequently Asked Questions
How do I cancel my booking with ITS Holidays Ltd?
Send a written request to support@itsholidaysltd.com or our official WhatsApp with your booking reference and traveler names. We will confirm the charges before cancelling.
Will I get a full refund if I cancel?
It depends on the service and timing. Refunds equal the amount the supplier returns, minus non-refundable charges such as service fees and visa fees.
Can I get a refund if my visa is refused?
No. Embassy fees and our visa service fee are non-refundable after submission, because the work has been done and the decision belongs to the embassy.
Is the Umrah visa fee refundable?
No. Once the Umrah visa application is submitted to the Saudi system, the fee cannot be refunded, even if you cancel your trip.
How long does a refund take?
It depends on the supplier. Hotel refunds are often quicker, while airline refunds can take several weeks. We release your refund as soon as we receive it from the supplier.