Frequently Asked Questions (FAQ)
🕋 About OneZiyarah
What is OneZiyarah? OneZiyarah is a multivendor marketplace dedicated to Umrah tours. We bring together various licensed Umrah tour operators (Vendors) into one platform, allowing you to easily compare packages, prices, and departure dates to find the journey that suits you best.
Is OneZiyarah a travel agency? No. OneZiyarah is a Booking Agent/Marketplace. We facilitate the discovery and booking process. The actual tour services, visa processing, and travel arrangements are provided directly by the licensed Tour Operators listed on our site.
💳 Bookings & Payments
How much is the booking fee? To secure your slot, a booking fee is required at the time of checkout:
- RM200 per traveler for packages priced below RM10,000.
- RM400 per traveler for packages priced at RM10,000 and above.
Is the booking fee an extra charge? No. The booking fee is part of your total package price. For example, if a tour costs RM8,500 and you pay a RM200 booking fee on OneZiyarah, you only need to pay the remaining RM8,300 balance directly to the Tour Operator.
How do I pay the remaining balance? After your booking is confirmed on OneZiyarah, the Tour Operator will contact you within 48 hours to provide their official bank details and payment schedule for the remaining balance.
📞 After Booking
What happens after I pay the booking fee?
- You will receive an instant email confirmation.
- The Tour Operator will be notified of your booking.
- The Tour Operator is required to contact you within 48 hours to collect traveler details (passport, etc.) and arrange the final contract.
What if the Tour Operator doesn’t contact me within 48 hours? Please contact our support team at support@oneziyarah.com immediately. We hold our vendors to strict standards and will follow up to ensure your booking is processed promptly.
🔄 Cancellations & Refunds
What if I need to cancel my trip? Because OneZiyarah acts as a booking agent, booking fees are generally non-refundable. However, we understand that life happens. If you must cancel for valid and unavoidable reasons (e.g., serious health issues with medical proof or sudden travel bans/war), your booking fee will be converted into a OneZiyarah Credit.
How does OneZiyarah Credit work? If you receive a credit due to a valid cancellation, you can use that amount for any future booking on OneZiyarah within six months. You can even use it for a package offered by a different Tour Operator on OneZiyarah.
What if the Tour Operator cancels the tour? If the operator cancels (e.g., lack of participants, force majure or negligence), your booking fee will be converted into a OneZiyarah Credit (to be used as above) and we will take strict action against the vendor for non force majure cancellations.
🛡️ Safety & Reliability
Are the Tour Operators on OneZiyarah licensed? Yes. Every vendor on OneZiyarah must warrant that they hold a valid MOTAC license and have the necessary resources to conduct Umrah tours before they are allowed to list on our platform.
Who do I contact if there is a problem during my Umrah? Since the tour contract is between you and the Tour Operator, any issues regarding hotels, flights, or ground handling should be raised directly with them. However, if a vendor is not fulfilling their advertised promises, please let us know so we can investigate.