Hajj or Umrah Booking Terms & Conditions

This is your contract with Al-Reyadh Travel Agents LTD (Registration No 8313435) The Company’s registered office address being CP2.08 Winchester House 259-269 Old Marylebone Road London NW1 5RA. All monies paid by you for the air holiday package shown are ATOL protected by the Civil Aviation Authority Our ATOL No is: 10729. Details of both parties’ obligations under these booking conditions are defined below, therefore read them carefully.  All contracts are subject to the following conditions being agreed upon.

Your Obligation to Us:

1. Booking?

arrow  Your contract with The Company is made once the following steps have been completed.

arrow  On completion of a booking confirmation of Hajj or Umrah package from us and the correct amount being paid.

arrow  The invoice will be issued from Al-Reyadh Travel Agents LTD.

arrow  If making a booking on behalf of other passengers, you guarantee that you have the authority to accept our conditions on behalf of all members of group you are representing.

arrow  The confirmation you receive from us must carefully be checked and raise any queries with us immediately upon receipt.  Your contract with Al-Reyadh is subject to English Law governed by the jurisdiction of the English Courts and is deemed to have been made by The Company at their offices in London.

2.  Payment

The full payment must be made to the Al-Reyadh Travel Agents to complete your package selection. The payment should be made by a bank transfer (Only). Your booking may be cancelled if the customer failed to make full payment on time as advised. The cancellation charges are clearly defined below which will be payable by the customer.

3.   Change of Booking.

Once the customers have received booking confirmation, if the customer wishes to change any arrangements, we will try our best to accommodate them, however you must immediately inform us in writing with details of the alterations required on info@alreyadhtravel.com. The requested alteration will be subject to availability and the agreement by the concerned supplier’s and will be subject to an administration charge of £50 per customer together with any other charges or expenses incurred by the Al-Reyadh.

In most cases a change in transfer or change of name will mean the cancellation and re-booking of schedules, flights and hotels which could cause an additional charge. This charge could be as much as the full Hajj or Umrah cost.  The customers should be aware that these costs may increase if the date is close to the departure date.  If you increase or decrease the number of people in your party the price will be recalculated to the new party size. This may mean that accommodation is under-occupied and the other members of the party may have to pay an increased price, provided places are available.

4. Hotel Check-In & Check-Out Times

Hotel earliest check-in time is 05:00pm, and the latest check-out time is also 02:00pm. We cannot be held liable for accommodation not being available outside these times. If a flight is arriving earlier than the check-in time on the day of arrival, we advise customer that accommodation is also booked for the night earlier.

5.  Cancellation by you.

If the booking is cancelled, the customer who signed the booking must notify Al-Reyadh in writing as soon as possible.  They lose the deposit paid for Hajj or Umrah Package according to the date on which written notification is received by Al-Reyadh.

6. Complaint

We pay complaints at most priority If you have any reason for complaint whilst on your pilgrimage through us, this must be brought to the attention of Al-Reyadh’s  group leader, local appointed representative/agent or the hotel management or other supplier immediately so that action can be taken to solve  the problem. If your group leader, representative/agent or the hotel management is unable to resolve the problem, please contact Al-Reyadh office in the UK immediately. If you do not follow the above procedure, Al-Reyadh will be preventing of the opportunity to investigate, rectify your complaint whilst you are on Hajj or Umrah.

7. Company’s Obligation.

1. While booking with Al-Reyadh you acknowledge that there is a risk associated with the Hajj & Umrah.  The risks    include over booking in the hotels and poor management of public places. You should be fit enough to undertake the Hajj or Umrah and you must take reasonable care for your own safety and the safety of other customers in your group.

2. If a member of your party is injured or killed as a result of an element forming part of your arrangements booked before departure from the UK, the responsibility could be accepted if the death or injury is due to a fault on our part or the part of our agents or suppliers.  If any part of your booking arrangements before your departure from the UK is not as explained in our brochure, or not of a reasonable standard, Al-Reyadh will accept responsibility if this is due to a fault on our part or that of our agents or suppliers. Al-Reyadh do not accept responsibility if any death, customarily injury or failure of your pilgrimage arrangements is not caused by any fault of Al-Reyadh, or our agents or suppliers. Al-Reyadh do not accept responsibility if the death, customarily injury or failure of the arrangements is due to unforeseen circumstances which, even with all due care, our appointed agents or suppliers could not have expecting or avoided.

3.  The payment to you or member of your party for death, customarily injury or illness, you must give Al-Reyadh or our insurers the rights you may have to take action against the customer or organisation responsible for causing the death or customarily injury or illness. You must co-operate fully with Al-Reyadh in seeking recovery of any payment made.

4. Lost Baggage/Luggage: Al-Reyadh accepts no responsibility for any lost Luggage. If luggage is lost by the airline, the passenger must pursue the airline for compensation by contacting the airline’s baggage service at the point of loss. The Baggage tags must also be retained for this specific purpose.

8.   Prices

Al-Reyadh reserves the right to change the package price at any time without prior notice and the customers will be informed accordingly. The quoted price of Airline ticket may be increased in case Airline imposes any surcharge, if tickets not issued on given time limit. The price may be increased if government impose any charges pertaining to your travel. The package price may also be increased in result of change in prices by our suppliers in the Kingdom of Saudi Arabia (hotels transport etc), in such case, increase up to 5% will be absorbed by Al-Reyadh. In case increase is more than 5%, you have right to cancel your package and claim full refund subject to refund charges of Airline tickets.

Alternatively you may choose to pay for your package in full at the time of booking, in which case Al-Reyadh will fix the price and no charges or increase will be made.

9.  Amendment of Your Confirmed Booking.

Whilst everything will be done to provide the Hajj or Umrah as confirmed, Al-Reyadh may occasionally have to change your arrangements or part of them. Al-Reyadh reserves the right to do so without prior notice. In the case of amendment, Al-Reyadh will do its best to notify you before departure. If Al-Reyadh has to make significant amendment to your arrangements, it will notify you as quickly as possible.  Significant amendment include:-

1  The change of airport (except between airports serving the same city)

2  If the outward or return flight is rescheduled by more than 24 hours.

2  3.Requested hotel not being available in such case similar category hotel will be provided or the difference being paid if the hotel provided is not the same category as requested.

The factors affecting flights stopping at an airport en route are not normally known in time for notification, such amendment is not regarded as a significant change and neither are changes in carrier or aircraft type. Al-Reyadh is not liable to pay compensation where the changes are by reason of unusual and unforeseeable circumstances beyond Al-Reyadh's control and which could not have been avoided by the exercise of all due care.  These could include, but are not limited to, war, threat of war, riot, civil strife, terrorist activity (actual or threatened), industrial dispute, technical problems with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, epidemic, flood, drought, unavoidable technical problems with transport, and adverse weather.

Al-Reyadh is also not liable to pay compensation where the change is by reason of low bookings, which applies where an insufficient number of people book a pilgrimage for it to be financially viable.  All group pilgrimages require a minimum number of bookings before they will operate.

Al-Reyadh does not accept liability for delays to flights to or from the United Kingdom or for any cancellation of flights. Al-Reyadh is also not liable to pay any compensation in case of delay departure as they are subject to air traffic control.

Any changes required before departure dates, if Al-Reyadh is able to confirm the availability at the time of booking then customer can only change within (42) days before departure. This will be subject to a change fee of £65 per customer wishes to change plus any costs incurred by the service provider. No changes are allowed within 15 days before date of departure.

The following exceptions apply to the above rule:

If the request airline carrier dates or routing are not available or the desired accommodation is not available for the requested dates, changes will be allowed free of charge.

10. Cancellation by the Company.

The cancellation may be necessary in exceptional circumstances; Al-Reyadh reserves the right to cancel your Hajj or Umrah.  If this happens you will be offered the choice of an alternative Hajj or Umrah Package of comparable standard (if available) or full and prompt refund of all payments you have paid. Al-Reyadh will cancel your Hajj or Umrah Package if you fail to make any payment by the due date and Al-Reyadh will not be liable for any compensation.

No compensation is paid if your Hajj or Umrah is cancelled because of circumstances beyond Al-Reyadh control.

11.  Behaviour

Generally in Al-Reyadh’s reasonable opinion or in the reasonable opinion of the airline pilot, the hotel manager, the tour leader or the other customer in authority, your behaviour is causing danger, damage to property or clearly affecting the enjoyment of others, Al-Reyadh reserves the right to terminate your contract.  Should this happen, no refund or compensation would be paid.  If your behaviour results in Al-Reyadh being forced to pay additional charges, Al-Reyadh will seek to recover these in full from customers.

Al-Reyadh will not tolerate any kind of verbal or physical abuse to its employee by anyone before or during Hajj or Umrah package.

12. Data Protection Privacy Policy

Any information about you or members of your party, including your names, contact details and any special needs, disabilities or dietary requirements is collected by Al-Reyadh, when you ask nformation or make a booking. It is your responsibility to ensure that other members of your party are aware of booking conditions and this policy and that each customer agrees to you acting on their behalf in your dealings with Al-Reyadh. Al-Reyadh may disclose this information to our service providers (who may be located outside the UK/EU) for the purpose of providing you with your travel arrangements and insurance.

The only minimum required information for this purpose will be disclosed. In the case of air travel, it may be mandatory for us to disclose information for security and anti-terrorism purposes, or any other purpose imposed on us by governments or airlines.

Al-Reyadh may disclose your information to companies who act as data processors on our behalf.  The information, for example relating to your religion or health, may be sensitive customarily data within the meaning of the Data Protection Act 1998.  Al-Reyadh needs this information to cater for your needs, but it is collected on condition that Al-Reyadh has your consent.  If you do not agree to the use of your information, Al-Reyadh cannot accept your booking.

Al-Reyadh may contact you by post/news letter with information about special offers or pilgrimages, if you do not wish to receive such information, please notify Al-Reyadh. You have the right to ask Al-Reyadh in writing for a data request form to obtain a copy of the information, which Al-Reyadh holds about you. You may be charged a fee for this service. Any such request should be addressed to Al-Reyadh’s Secretary.

13. Hajj or Umrah Visa

Al-Reyadh visa service allows applying on your behalf for Hajj or Umrah visas to Saudi Arabia. Al-Reyadh is unable to guarantee the obtaining of any visa and consequently accept no liability whatsoever for any refusal or delay in obtaining Hajj or Umrah visa by the Ministry of Hajj or the Ministry of Foreign Affairs. Al-Reyadh reserves the right to claim any associated costs incurred as a result of the delay or refusal.  Al-Reyadh is also not liable for any delay in obtaining Hajj or Umrah visa due to misplace/lost of passport in Saudi Arabia Embassy. Al-Reyadh is not liable if Saudi Embassy keeps passport for longer period due to additional checks.

14. Brochure & Adverts Information

We have compiled the information in our online brochures, quotations and leaflets to be as accurate as possible. However, there may be instances when an advertised facility may be altered or no longer available for reasons beyond our control during your own particular pilgrimage e.g. room furniture, decoration and facilities may differ during the peak periods.

Further, the operation of certain amenities and facilities may be subject to local laws. The legal and safety requirements of many foreign countries are of lower standard than in the UK. You should note that the standards imposed would be that of the country you are visiting and not that of the UK.

15. ATOL Regulation

"Your Financial Protection When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong."

“We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on he ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).” “If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.”

"All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate"

Health General Information.

It is your responsibility:

arrow  To check your tickets, vaccination certificates, accommodation vouchers, passport, visa or anything else which might prevent you from being allowed to travel.

arrow  You must notify Al-Reyadh immediately if you think any information is incorrect. Al-Reyadh will not be responsible for any problems, which may arise in the event that you failed to notify Al-Reyadh.

arrow  To make sure that your passport is valid for at least six months after the   date your pilgrimage ends.

arrow  To consider taking out travel insurance for your trip. Al-Reyadh would recommend this in all circumstances.

arrow  To ensure that you comply with all travel health requirements, such vaccination.

arrow  To ensure that you understand and are aware of the rituals of your Hajj or Umrahand how to perform them.

arrow  To be aware that during peak season, particularly the Ramdan period, because of  the huge numbers of people on pilgrimages and the problems of overcrowding, your room facilities or furniture may be different. Al-Reyadh is unable to prevent this from occurring on occasion and accept no liability for it.

arrow  To be aware, particularly at the time of the Ramdan, flights and destination airports can sometimes be altered at the last minute. Al-Reyadh have no control over this and you should accept that this could happen to you.

arrow  To understand that Saudi Arabia is not subject to the same health and safety regulations that exists in the UK and Europe.  In many areas, the operation of certain amenities and facilities may be subject to local licensing laws or religious pilgrimage. Maintenance and local energy conservation measures may mean that the hotel or apartment limits certain facilities, e.g. air conditioning or water supplies. In addition, unusual weather conditions may cause electricity failure. Al-Reyadh will not be liable for any damage or losses arising from this. In most cases this leads to a useful experience but you should be aware that accommodation in apartments and hotels is provided on a shared basis (unless appropriate extra fee have been paid and this is stated on your confirmation contract). All information about the hotels has been provided by those hotels and may not have been verified by Al-Reyadh. All hotel rooms have private bathrooms but you should be aware that the sizes of the rooms are usually smaller than those in the UK and Europe.

arrow  To understand that the star rating of the hotels has been devised by Al-Reyadh and indicates the high standard of hotel offered, the meals are provided on a self service basis in hotels and apartments. You should be aware that the food served is local food and may vary from day to day.

Please also note:

To observe the laws, regulations and instructions applicable in the Kingdom of Saudi Arabia. To leave the Kingdom of Saudi Arabia and not after expiry of specific period granted by the embassy to perform Hajj & Umrah. Hajj or Umrahvisa, does not allow to work in the Kingdom of Saudi Arabia with or without pay. Hajj or Umrahvisa holder cannot stay in the Kingdom of Saudi Arabia to perform Hajj.