Return and Refund Policies
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Refund & Return Policy—Summary
Mowria Ltd. offers a clear and customer-friendly refund process. Refunds for online payments are eligible within 14 days of purchase, except during peak season (Nov–Feb 7), where refunds are allowed within 7 days. Packages bought through agents require the original receipt and agent confirmation. Agent commissions (2%) are non-refundable unless the agent agrees to return them. Hotel and service provider charges already paid by Mowria Ltd. cannot be refunded.
Mowria Ltd. Refund & Return Policy
This Refund & Return Policy applies to all tourist packages sold by Mowria Ltd., a UK-registered tourism company operating in accordance with UK Consumer Rights Act 2015 and applicable tourism service regulations in Bangladesh.
1. Eligibility for Refunds
Customers may request a refund for packages purchased directly through our official website (mowrialtd.com) within 14 days of purchase, provided that:
- The customer has not already started using the services (hotel check-in, transport, activities, etc.).
- The package has not been partially consumed.
- Mowria Ltd. has not yet made non-refundable payments to hotels or service partners.
2. Peak Season Refund Rules
During peak rush season (November 1st – February 7th), refund requests must be made within:
- 7 days of purchase – due to immediate hotel and service partner payments.
During this period, Mowria Ltd. works under verbal and fixed-commission arrangements with hotels, resorts, and cottages, meaning most bookings become non-refundable once paid. Any refundable amount will strictly depend on what our service partners approve.
3. Refunds for Packages Sold Through International or Local Agents
If a package was purchased from any Mowria-authorized international or local agent:
- The customer must provide the original agent-issued receipt.
- The receipt must clearly show the agent’s name, identification number, and package details.
- Refunds will only be processed after the selling agent confirms the sale and approves the refund.
Agent Commission Policy
All authorized agents receive a 2% commission per sale.
This commission is:
- non-refundable unless the agent voluntarily agrees to return it.
If the agent does not agree to return the commission, Mowria Ltd. will refund only the remaining eligible amount to the customer. Mowria Ltd. is not legally liable to cover the agent’s commission.
4. Service Provider, Hotel, and Transport Charges
Once Mowria Ltd. has paid hotels, transports, guides, or activity partners, those payments may be:
- fully non-refundable, or
- refundable only if the service provider agrees in writing.
Any refund issued to the customer will only include the amount recoverable from service partners.
5. Refund Method
Refunds for online payments will be returned to the same payment method used at checkout. Processing time may take 7–14 business days, depending on the bank or payment provider.
6. No Refund Scenarios
- The customer fails to show up or cancels after the service start date.
- The package is already partially used (hotel stay, transport, tours, etc.).
- False, incorrect, or missing receipt for agent-sold packages.
- Cancellations during peak season are requested after 7 days of purchase.
- Service providers decline refunds for already reserved bookings.
7. Legal Disclaimers
This policy complies with:
- UK Consumer Rights Act 2015 (for online transactions processed under Mowria Ltd., UK).
- Bangladesh Tourism Board Regulations governing ground services, accommodations, and local activities.
- Hotel and service provider refund rules are applicable in Bangladesh.
Mowria Ltd. reserves the right to modify or update this policy in accordance with changes in UK or Bangladesh law.
8. Contact Information
For any refund or support inquiries, please contact
UK Operations
Email: operations.uk@mowrialtd.com
Phone: +44 7405 452649
Bangladesh Operations
Email: operations.bd@mowrialtd.com
Phone: +880 1847-670764