Help centre

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• Why am I charged twice for one booking?

  Your payment is split into two phases. The first covers the visa processing fee and lets the provider submit your visa application. The second covers the remaining balance, and is only charged once your visa has actually been issued. This means you are never charged the full package price for a visa that has not been approved.

• What happens if my visa is rejected?

  You will not be asked to pay the second phase. Refund handling for the visa processing fee depends on the provider's cancellation policy and how far the application progressed — the applicable policy is shown before you pay, and the outcome and next steps appear in your dashboard.

• How long does visa processing take?

  Timelines vary by provider and by season, and are set by the Saudi authorities rather than by the platform. Your provider gives an expected range when you book, and your booking page shows the current status at every stage.

• Which documents do I need to upload?

  For each traveller: a clear copy of the passport photo page and a recent personal photograph meeting visa requirements. Accepted file types and the size limit are shown in the upload area before you select a file. If a document is rejected, you can replace just that file without redoing the booking.

• Are the travel agencies on this platform verified?

  Yes. Every listed agency holds a valid Egyptian Ministry of Tourism travel-agency licence and is separately authorised to arrange Umrah travel. Licences are checked at onboarding and re-checked on renewal.

• Can I change or cancel my booking?

  Modification and cancellation terms are set by the provider and vary by package. Any applicable policy and fee is shown before you confirm the change, never afterwards.

• Is my card information stored by Rahlet Umrah?

  No. Card details are entered directly into fields hosted by our payment provider and never pass through our own systems. We store only a reference to the payment, not the card number.

• Can I book for family members as well as myself?

  Yes. During booking you enter the details of every traveller individually, exactly as they appear on each passport, and upload each traveller's documents separately.

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