Refund & Cancellation

Online payments

Using our online payment services means you accept the terms below. Your specific refund entitlement for a booking — flights, packages, hotel reservations or visa processing — is set out in the invoice issued at the time of booking; where the two differ, the invoice governs, so read it alongside this page.

Server or session issues

If a payment page times out or fails mid-transaction, check your bank account before trying again. If it has already been debited, don't pay a second time — contact us straight away to confirm the payment instead. If it hasn't been debited, you can safely retry.

Universal Brothers and its payment gateway providers aren't responsible for duplicate or fraudulent transactions arising this way, and such transactions can't be disputed with the gateway provider directly.

Card & bank account details

You confirm that any debit/credit card or bank account you use for payment is lawfully yours, or that you're authorised to use it, and that the details you provide are accurate and have sufficient funds for the transaction, including any applicable charges.

Charge-backs

A "charge-back" is an approved payment that is later refused, debited or reversed by the issuing bank or card company, along with any associated fees. If you have a charge-back claim, contact us immediately with the details — any refund due will be processed through the original payment gateway or another method we consider appropriate.

Changes or cancellation by us

Occasionally we may need to change arrangements after booking. For a minor change — small shifts in timing, aircraft type, or a comparable hotel substitution — no compensation applies. For a major change — cancellation, a different departure airport, a delay of more than 12 hours, or a downgrade in accommodation standard — you can accept the new arrangement, choose another package, or cancel for a refund.

• No compensation applies for cancellations caused by events beyond our control — natural disasters, war, civil unrest, strikes, adverse weather, or similar force-majeure events. Travel insurance is strongly recommended.
• If we cancel your trip before departure, you'll receive a full refund of what you've paid.
• Failing to pay the balance at least 30 days before departure is treated as a cancellation by you, and the cancellation charges below apply.
• We reserve the right to decline any participant whose presence, in our judgement, could endanger the health, safety or enjoyment of the group.

Changes or cancellation by you

You may cancel at any time by notifying us in writing. Cancellation charges are calculated from your departure date, and are set out below. One free set of amendments is allowed once your itinerary is confirmed, though any added airline or hotel cost still applies; further changes carry a PKR 2,500 administration fee.

Governing rules

All refunds and cancellations are handled under Universal Brothers's policies as prescribed by the relevant travel and tourism regulatory authority, and in accordance with the applicable law of Pakistan. For anything not covered here, write to us at info@maximsgroup.org.