Commitment to Customer Satisfaction
PJ Star Travels makes every possible effort to create a great customer experience for all the services we provide. However, we understand that certain situations may arise where a refund is necessary due to changing customer requirements or unforeseen circumstances.
This document explains our refund policy for our various travel services.
Every flight booking comes with a specific refund policy determined by the airline and the fare class chosen.
Booking Conditions: The refund policy is always displayed to customers in the “Booking Conditions” note at the time of purchase. This note specifies if a refund is possible, the amount, and any applicable deductions.
Processing Time: In case a customer applies for a valid refund, it will take up to 30 working days to process the payment.
If a customer requests a refund for an issued travel insurance policy, the following conditions apply:
Within 24 Hours: If insurance is issued and the customer wants to cancel within 24 hours of issuance, a 30% service charge will be deducted. The remaining 70% will be refunded.
3 Days Before Start: Refunds can be requested at least 3 days before the insurance coverage start date. In this case, there will be a 50% deduction from the initial paid amount.
Processing Time: Insurance refund processing can take up to 15 working days.
Hotel refund policies vary by property and room type.
Conditions: The specific “Booking Conditions” for your selected room indicate the cancellation deadline (date and time).
Cancellation: If you request a cancellation before the specified deadline, the refund will be processed within 7 working days.
Non-Refundable: Some rooms or hotels do not offer cancellation options. This is strictly notified in the Booking Conditions at the time of booking. In such cases, no refund will be provided.
Policy: All visa fees are strictly non-refundable.
Service: We do not operate on a “done-basis” (payment only upon success). Therefore, any government fees or processing consultancy fees paid for visas are non-refundable once the process has started, regardless of the visa outcome.
Refund policies for tour packages are specific to each tour.
Details: Please refer to the specific description of the tour package for its refund policy. Our agents are available to help you find and understand these details.
General Rule: Refunds can be requested up until the stated Cancellation Deadline. Once this deadline has passed, no refunds will be issued.
Processing Time: Eligible refunds for tour packages will take 15 working days to process.
Refunds for Umrah services are handled as individual components:
Umrah Visas: There are no refunds for Umrah visa fees under any circumstances.
Flights: Refund eligibility is governed by the airline’s Flight Booking Conditions (see Section 1).
Hotels: Refund eligibility is governed by the hotel’s Booking Conditions (see Section 3).
We encourage you to talk to our support team to clarify any ambiguity regarding our refund policies before making a booking.
📱 Phone/WhatsApp: +60-147506982
📱 Phone/WhatsApp: +60-1161368160
📧 Email: info@pjstartravels.com
🌐 Website: pjstartravels.com
