Terms & Conditions
This is an agreement between My Hajj Tours Limited and the pilgrims who travel to Hajj and Umrah with My Hajj Tours.
When we act as a principal the relevant invoice will state that “your ultimate contract is with My Hajj Tours Limited”. In that case, the following booking conditions will apply, as set out below in “your contract with us” and the following paragraphs.
For clarity the use of the word “Us”, “we”, “My Hajj Tours Limited” & “the Company”, will refer to My Hajj Tours Limited and the term “you”, “yourself”, “the Client” or “the Pilgrim” will refer to the person signing this agreement.
If you are unclear about any part of this agreement you are advised to seek independent legal advice before signing this agreement.
An agreement between the Pilgrim and the Company will only be valid if and when the company acknowledges the Hajj Booking received by means of a receipt and the agreed deposit has been paid and all funds have been cleared by our bank. A formal confirmation of Flight, hotel and departure times will only be made to the client 7 days before the expected departure date as indicated on the receipt. And the Client has accepted these terms and conditions by accepting the Hajj and Umrah formal receipt.
This Agreement or any contract between the client and the company will full under English law and Jurisdiction for the arrangement of the travel and accommodation. Issues within the Kingdom of Saudi Arabia will fall under the Saudi Law and Jurisdiction between the client and the service provider in the Kingdom of Saudi Arabia.
All our packages are ATOL protected and also approved by the official Hajj Ministry. ATOL is a financial protection scheme covering UK travellers. Only ATOL Protected tour operators can provide the peace of mind and full financial protection. The price of air holiday packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC). We will pay direct to the UK Civil Aviation Authority on your behalf. This charge is included in our advertised prices.
Prices and Payment
A full list of what is included in the price of offer will be found in the price list. We guarantee not to increase the basic price of your trip after your full payment. We reserve the right to change hotel prices until full payment or at any time before you book. However, any price changes after your full payment will not affect the price of your booking unless you request a change to the booking/accommodation/flight or other items of your package. All flights booking for Hajj and Umrah require a non-refundable deposit and after the initial.
Booking the final payment to be made within 24 hours otherwise fare difference must be paid if the new fare/accommodation is higher than the original fare booked. Prices are not guaranteed until tickets are issued, flights can change to other scheduled flight or extra flights (Charter) especially for Hajj. All credit card and debit card processing fees 3.5% apply. If for any reason your Hajj visa has not granted by the Saudi Embassy for your Hajj we are not responsible for any costs and no refund will be offered.
Cancelling your booking
You will not be able to recover your deposit upon cancellation. You will also be liable for further deductions by way of agreed reimbursement to cover all the foreseeable expenses of the Company.
* If cancelled before 7 (seven) weeks of your Travel 75% refund
* If cancelled less than 7 (seven) weeks before travel Nil refund
THE MINISTRY OF HAJJ ISSUES THE HAJJ STICKERS IN SAUDI ARABIA TO THE AGENT ON THE SUBMISSION OF DOCUMENTARY EVIDENCE THAT THE AGENT HAS PAID FULLY FOR THE ACCOMMODATION FOR THE PILGRIM IN MAKKAH AND MADINAH. ALL PAYMENTS ARE NON-REFUNDABLE INCLUDING AIRLINE TICKETS. THEREFORE PILGRIM MUST UNDERSTAND THE VALUE OF HAJJ STICKER FROM MINISTRY OF HAJJ BEFORE COMMITTING FOR THE TRIP AND AGREE TO THE REFUND POLICY. NO ALTERATION OR CHANGE COULD BE INCORPORATED AFTER CONFIRMATION OF BOOKING. HOWEVER, AGENT RESERVES THE RIGHT TO MAKE ANY SUCH CHANGE INCLUDING CHANGE OF TRAVEL DATES, TRAVEL ROUTE & USE OF AIRLINE (SCHEDULE/CHARTER), AIRCRAFT WITHOUT PRIOR NOTICE.
Whilst reasonable care is taken to ensure that the information given to you is accurate, we cannot guarantee its true accuracy as the information may come from a third party and we reserve the right to change the information including these terms and conditions at any time without notice. You must check these terms and conditions for changes. The Company has taken all reasonable steps to ensure that all representatives, agents, tour operator used are reputable. However, the company does not have direct control over such organisations and shall not be responsible for any services, acts or omissions by them or their employees. The Client accepts that the booking is subject to the terms and conditions of such firms companies or persons and shall provide services to the Company and the Client.
If cancellation or change by the Company is brought about by war, riots, civil commotion, strikes, disasters, terrorist act, events of nature, act of God, technical problems with transportation or other events outside the control of the Company, the Company shall not be held responsible in any way.
All personal baggage, including personal articles, medicines, mobiles phones and any other items the client has with them are at all times and under all circumstances at “owners risk”. No responsibility is accepted by the Company for the Client’s failure to carry passports, visas or other documents required for the purpose of the journey.
As is the nature of hajj and with the vast number of pilgrims, there is a higher probability of viruses and airborne deceases, it is therefore your personal responsibility of your well-being at all time, the company cannot be held responsible for any personal accidents, illness, and death during your travel and during the pilgrim, or any medical reason. We strongly advise you have suitable travel insurance cover for your journey and stay.
For Health & Safety in the KSA, local rules and compliance will supersede any standard represented or relied upon in the UK.
All hotels star rating are according to Saudi Arabian standard. During Hajj journey the unexpected is often the norm. Despite very careful planning and organisation the hajj journey can never be taken for granted like a normal holiday expected in the UK. The Pilgrim we wish it to be pleasant for a once in a lifetime experience, however the vast number of people from across the globe with a varied life style may have an impact on your pilgrim, unfortunately the company cannot be held responsible for this experience. Although efforts are made to ensure that all images correctly represent the hotel listed for the various packages, however this cannot be guaranteed.
The provision of the service offered by the company is in good faith and best endeavours to meet your standard however, we, our agents or their sub agents cannot be held responsible for any short comings outside the company’s control against your expectations of the pilgrimage. No express or implied, is made by us or by any person as to its accuracy, completeness or fairness and it should not be relied on as such. Any opinions and estimates expressed reflect our judgment at this date and are subject to change without notice.
IN the KSA the Saudi government has the sole responsibility for the movement of pilgrims between Jeddah, Makkah, Mina, Araft, Muzdalifah, Madinah or any other point of pilgrim in the KSA (All your costs have been covered by the Hajj Draft). Our Local Agent has no control what so ever over the transportation, this include and not limited to, timing, quality of the transport, duration of the journey.
Transport Our local agent will assist where possible but this element of the pilgrimage is outside of our control and cannot be held responsible in any shape or form.
The KSA has the sole responsibility of Tents in Mina & Arafat, our local agent will assist where possible; The Company cannot be held responsible for the quality or services at these points in the pilgrimage.
Hajj Visa Application Documents
In order to make you Hajj application, please ensure the following items have been submitted:
Passport (Must be valid for at least 6 months on the date of travel. Non-European Community (EC) passport holders must have permanent residency and must have entered the UK two months prior to applying. Children who have been endorsed on their parents passport will only be granted a visa if a photo of the child has also been endorsed on the passport by the Passport Office.
4 passport sized photographs
A valid meningitis (ACWY) immunisation certificate issued within 3 years of travel date
All female applicants must be accompanied by a Mahram. Proof of relationship will be required where surnames differ between Mahram and female passenger.
The Saudi authorities have introduced new visa fees for repeat pilgrims. This is currently being applied to those who have travelled since November 2013 on an Umrah Visa. The fee is SR2000 per passenger (approximately £450) and is collected at the time of entering passport details for visa authorisation.
Flight Delays or Cancellation or Cessation of Aircraft Operator/Airline
We are unable to accept liability for any flight delays (for any reason Weather, industrial action or any other reason) or cancellation of the flight to or from Saudi Arabia if the operator fails or is unable to fill their obligation of their part of the contract. We will assist the operator in finding alternative aircraft, but this will be on best endeavours. It is essential that you have sufficient travel insurance to cover this remote eventuality.
You must behave at all times in line with local customs and abide by the laws of the host country. You are responsible for your actions; we will not be able to assist you if you knowingly or not knowingly violate local custom. Your only support will come from the British Embassy or your travel insurance provider.
How do I make a complaint?
For any reason should you be dissatisfied with the services that you have received from My Hajj Tours, you may notify us in writing within 21 days of the event or 14 days after returning from your pilgrimage, any communications outside this time line may make any redress difficult.
To assist with any dispute, telephone conversation from booking to completion of your travels and any general discussions of your travel and for security reasons for both parties’ telephone conversations may be recorded.