Last updated: 29 October 2026
This policy explains how changes, cancellations and refunds work at TraveleX BD. The conditions written on your quote or invoice come first. Where they say nothing, this policy applies. It forms part of our Terms of service.
1. The short version
- Airline, hotel and other supplier rules decide most charges. We show them on your quote before you pay.
- Ask in writing (account, email or WhatsApp) with your booking number (for example BK-…).
- Refunds are paid to the account the payment came from, after the supplier has refunded us.
- Our service fee for work already done is not refundable, unless the mistake was ours.
2. Air tickets
Before the ticket is issued
- If you cancel before issue, we refund everything you paid, less any non-refundable amount we told you about in advance.
After the ticket is issued
- Fare rules apply. Each fare is refundable, partly refundable or non-refundable, and has its own change fee. Your quote and e-ticket show which.
- Date or route change: airline change fee + any fare difference + our change handling fee as shown on the quote.
- Refund: airline cancellation fee + our refund handling fee are deducted from what the airline returns.
- Non-refundable fares: usually only some government taxes can be returned.
- No-show: if you miss the flight without cancelling first, most airlines charge extra or refund nothing. Tell us before departure if you cannot travel.
- Name changes are normally not allowed; spelling corrections depend on the airline.
Airline schedule change or cancellation
- If the airline changes or cancels your flight, you can accept the new flight, choose another option the airline offers, or ask for a refund as allowed by the airline. We do not charge a handling fee in this case.
3. Umrah packages
- Before the visa is applied for: we refund what you paid, less costs already paid to suppliers that cannot be recovered (for example a non-refundable ticket or hotel deposit). We show these costs in writing.
- After the visa is applied for or issued: the visa fee and Saudi service charges are not refundable under Saudi rules. Hotel and transport follow the supplier's terms; the flight follows the airline's fare rules.
- If the visa is refused, the visa fee is not refundable; other parts are handled as above.
4. Tour packages
Unless your quote or invoice states different terms, these cancellation charges apply (counted from the departure date):
| When you cancel | Charge |
|---|---|
| 30 days or more before | Non-refundable supplier costs already paid + service fee |
| 15–29 days before | 50% of the package price, or the actual non-refundable costs if higher |
| 7–14 days before | 75% of the package price, or the actual non-refundable costs if higher |
| Less than 7 days, or no-show | No refund |
Flights inside a package always follow the airline's fare rules. Unused services (meals, sightseeing, nights) after the tour starts are not refunded.
5. Visa help and other services
- Our service fee is not refundable once we have prepared or submitted the application.
- Embassy, visa-centre and courier fees are paid to third parties and are not refundable.
6. If we have to cancel
If we cancel a booking for reasons within our control, you get a full refund of what you paid us, or an alternative of equal value if you prefer. If a supplier cancels, we pass on the full amount the supplier returns and help you with the options.
7. How refunds are paid
- We submit your request to the airline or supplier within 2 working days of receiving it in writing.
- Airlines and suppliers usually take 15 to 90 days to refund. We will tell you the status on request.
- We pay you within 7 working days after we receive the money, to the same bank account or mobile wallet the payment came from. Any transfer charge is explained beforehand.
- Duplicate or excess payments are refunded in full within 7 working days of being confirmed.
- We do not pay refunds in cash to third parties or to unrelated accounts.
8. How to ask
Send your booking number, the travellers' names and what you need to [email protected], through My account, or on WhatsApp +8801608395502. We confirm the possible charges in writing before making any change.
9. Questions or complaints
If you disagree with a charge, contact us first. See the complaints section of our Terms of service.