These Terms & Conditions (“Terms”) form the basis of your contract with Alharamain Travels Ltd (“we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations and explain how bookings, payments, changes, cancellations, liability and jurisdiction work:

1. DEFINITIONS

• “You”, “Traveler”, “Customer” – the person(s) making or included in the booking.
• “Package” – a combination of travel services sold or offered for sale at an inclusive price (e.g., flights + hotels + transport + visa assistance).
• “Supplier” – external providers such as airlines, hotels, transport companies, visa offices, or ground agents.
• “Force Majeure” – events beyond our control (e.g., war, strikes, epidemics, natural disasters, governmental restrictions, visa system failures).
• “Significant Change” – a major change to your booking (hotel downgrade, major itinerary change, departure airport change).
• “Insignificant Change” – minor changes (flight time adjustments, small hotel changes, room configuration differences).

2. OUR ROLE – AGENT OR ORGANISER

Alharamain Travels may act either as:
 

2.1 Agent

For bookings such as flights-only, hotel-only, transport, visa services — your contract is directly with the Supplier.

We are not responsible for Supplier actions, failures, overbooking, cancellations, or service quality.

2.2 Package Organizer

For packaged Umrah/Hajj or combined services sold by us at a single price, Alharamain Travels is the organizer and responsible for providing the Package as described, subject to these Terms.

Our official working hours are Monday to Friday, 09:00 AM to 06:00 PM (UK local time) and Saturday, 10:00 AM to 03:00 PM. We are closed on Sundays.

Customers are requested to contact us strictly during official working hours for all enquiries, updates, and processing of services. The Company shall not be held responsible for any delays, discrepancies, or issues arising from attempts to communicate or request services outside of these designated hours.

2.3 Supplier Terms Apply

All bookings are also governed by the individual Supplier’s Terms & Conditions. These form part of your contract. Supplier terms may limit or exclude their liability. You may request copies of Supplier T&Cs at any time.

3. BOOKINGS & PAYMENTS

3.1 Deposits and Balances

• A non-refundable deposit is payable at booking (amount depends on package/service).
• Balance must be paid no later than the due date stated on your invoice.

Failure to pay on time may result in cancellation of your booking with loss of all payments made.
 

3.2 Accuracy of Information

You must provide correct passport details, names, dates of birth, contact information, and any required documents.

We are not responsible for losses arising from incorrect information supplied by you.
 

3.3 Confirmation

A booking is confirmed once payment is received and written confirmation is issued.

4. CANCELLATIONS & CHANGES BY YOU

If you wish to cancel your booking, you must notify us in writing.

Cancellation charges apply as follows (unless Supplier terms enforce higher charges):

                •             Deposits any time are nonrefundable.

                •             45–60 days: 50% of total cost

                •             30–44 days: 75%

                •             Less than 30 days: 100% (no refund)

Airline tickets, visas, hotels and certain services are 100% non-refundable from the time of booking.
 

4.1 Amendments by You

Changes may incur:

                •             An administration fee (£25–£75), plus

                •             Any Supplier-imposed charges.

If changes are not possible, normal cancellation terms will apply.

5. CANCELLATIONS & CHANGES BY SUPPLIERS

5.1 Insignificant Changes

Suppliers may make insignificant changes without compensation, including:

• Minor flight time changes
• Allocation of a different but similar-quality hotel
• Room configuration changes (e.g., twin instead of triple, rollaway/extra beds, bed types, or layout)
• Transport timing adjustments
• Route changes in destination due to logistics or crowd control

Hotels allocate rooms based on availability; specific bed types cannot be guaranteed.

5.2 Significant Changes

If a Significant Change occurs, you will be offered:

• An alternative arrangement of equal or higher standard, if available fare difference may apply.
• A lower standard arrangement with a difference if any.
• Refund accordingly to supplier policies.

Compensation is not payable if the change is due to Force Majeure.

5.3 Cancellation by Us

We may cancel your booking if:

                •             Minimum group numbers are not met

                •             Suppliers cancel

                •             You fail to pay on time

                •             Force Majeure occurs

Refunds will be issued except for non-refundable components.

6. VISA SERVICES

6.1 Visa Approval Not Guaranteed

All visa decisions (e.g., Umrah visa, Saudi tourist visa, EVW and etc) are made solely by the relevant government authorities.

We are not responsible for:

                •             Visa rejection, delays, system errors, biometric issues

                •             Changes in Saudi or UK immigration policy

                •             Cost of re-applications

                •             Losses caused by visa refusal

Note: If you require a visa with health insurance, please inform us at the time of booking. If this information is not provided in advance, we will not be responsible for any issues or omissions related to health insurance.

Visa fees and service charges are non-refundable.

7. Umrah Visa Terms & Conditions

Maximum Stay Duration:

The permitted stay for all passengers is strictly based on the package selected at the time of booking. Under no circumstances may the passenger exceed the approved duration, which shall not exceed 14 days.
 

Violation of Stay Limit:

If a passenger overstays beyond the allowed period, a penalty of 25,000 SAR will be imposed. The passenger will be solely responsible for this fine, and the company will not bear any liability.

BRN requirement and issues

If a passenger chooses not to obtain the hotel accommodation through us, the passenger will be fully responsible for completing the BRN (Booking Reference Number) verification required by the embassy.

If the passenger fails to complete or provide proper BRN verification, the company will not be liable for any delays, issues, or visa rejection arising from this.

Embassy Visa Restrictions & Nationality Ban:

The embassy reserves full rights to suspend, block, or ban any nationality from obtaining an Umrah visa without prior notice.

If such a restriction occurs, resulting in a visa refusal or cancellation, the company will not be responsible for any financial loss, including package costs, like flight tickets, hotel bookings, or service fees.

8. Hotel Check-In Time & Late Arrival:

The standard hotel check-in time is 4:00 PM (Saudi Time). If a passenger fails to arrive by 8:00 PM (Saudi Time), it will be considered a no-show by the hotel.

If the passenger expects to arrive after 8:00 PM, they must inform us during our working hours to request a late check-in. Approval of a late check-in is subject to the hotel/supplier’s decision, and the company cannot guarantee acceptance.

In case the supplier does not approve the late check-in, the company will not be responsible for any inconvenience or loss.

9. Flight Schedule & No-Show Responsibility:

It is the customer’s full responsibility to check and verify their flight schedule, timings, and any changes made by the airline.

Any missed flight, late arrival, or no-show resulting from failure to check the flight details will be solely the customer’s responsibility.

The company will not be liable for any loss, penalties, or additional charges caused by missed or delayed flights.

Stopover Rules & Entry Eligibility:

It is the customer’s responsibility to check and confirm whether they are allowed to enter or stay in the stopover/transit destination of their flight.

This includes verifying visa requirements, entry permissions, transit rules, and any restrictions for their nationality.

The company will not be responsible for any issues, denied boarding, visa problems, or additional costs arising from failure to verify stopover eligibility.

10. Immigration Responsibility

Immigration Clearance & Decisions:

All immigration procedures, checks, and decisions are strictly under the control of the immigration authorities.

The company is not responsible for any issues arising at immigration, including delays, refusals, offloading, questioning, document checks, or denial of entry for any reason.

Any consequences, losses, or additional expenses related to immigration matters will be the sole responsibility of the passenger.

If a passenger is not allowed to enter the country by immigration authorities for any reason, the company will not be responsible for any loss of the package, hotel bookings, flights, transport, or any other services.
All financial losses resulting from immigration refusal will be the sole responsibility of the passenger.

11. YOUR RESPONSIBILITIES

You must:

                •             Ensure your passport has at least 09 months validity from Return date

                •             Obtain necessary vaccinations

                •             Act responsibly, respectfully, and safely during the trip

                •             Follow local laws and religious requirements

                •             Arrive on time for all flights, transport and Hotels

                •             Purchase comprehensive travel insurance (highly recommended)

11.1 Behavior Clause

We reserve the right to terminate your booking without refund if you behave in a way that:

                •             Causes danger or disruption

                •             Is abusive or threatening

                •             Harasses our staff or other travelers

                •             Violates local laws or hotel rules

Any extra costs (e.g., repatriation, alternative hotels) will be at your expense.

It is the passenger’s responsibility to adhere to the visa rules, travel dates, and return schedule provided at the time of booking.

12. OUR LIABILITY

12.1 When We Are Liable

If we are the Package Organizer, we are responsible for ensuring the package is delivered with reasonable care and skill.

12.2 Limitation of Liability

To the maximum permitted by law, our liability is limited to no more than the total cost of your booking.

We are not liable for:

                •             Illness, injury, or death caused by your negligence

                •             Losses due to Force Majeure

                •             Third-party failures where we acted solely as agent

                •             Loss of enjoyment, emotional distress, or consequential losses

                •             Delays, cancellations, or overbookings by airlines or hotels

                •             Lost luggage or personal items

                •             Issues arising from incorrect information provided by you

International conventions (e.g., Montreal Convention for flights) apply and may limit compensation.

13. FORCE MAJEURE

We shall have no liability or obligation to refund or compensate where an event beyond our control prevents or affects your travel, including:

                •             War, terrorism, civil unrest

                •             Natural disasters

                •             Epidemics/pandemics

                •             Government travel restrictions

                •             Saudi crowd-control measures

                •             Visa system outages

                •             Airline strikes or cancellations

14. COMPLAINTS PROCEDURE

14.1 During Travel

You must raise any issue immediately with our local representative or UK office so we can try to resolve it.

Failure to report an issue at the time may affect your rights.

14.2 After Travel

Complaints must be submitted in writing within 10 days of return. We may refuse to investigate complaints made outside this time.

15. INSURANCE

Comprehensive travel insurance is strongly recommended for all customers. We are not responsible for losses that could have been covered by insurance.

16. FINANCIAL PROTECTION

If Alharamain Travels holds an ATOL or other financial protection, details will be provided on your booking confirmation.

Financial protection applies only as described in your documentation.

17. DATA PROTECTION

We will use personal data only for booking, visa applications, compliance, and operational purposes, and share it with relevant suppliers. We comply with UK GDPR requirements.

18. GOVERNING LAW & JURISDICTION

These Terms are governed by English law, and disputes shall be subject to the exclusive jurisdiction of the courts of England & Wales.

19. ACCEPTANCE

By making a booking, you confirm that you:

                •             Have read and understood these Terms

                •             Agree to be bound by them

                •             Accept responsibility for all person named on your booking