Terms and Conditions:
This formal agreement documents the legally binding terms and conditions between Makkahmadinatours.co.uk and the pilgrim who seeks and avails services regarding Umrah Packages and Hajj Packages from Makkah Madina Tours.
When providing our services for the Umrah and Hajj events, we presume that our services model translates into clarity of information with package details and costs where applicable invoices intimate a contract of services provided with Makkahmadinatours.co.uk signed by our valued client/pilgrim and that the following terms & conditions will apply on obtaining our services as needed or according to your preferred schedules.
For precision to understand the use of the words " Us" "we" “Makkah Madina Tours " & " the Company" means www.makkahmadinatours.co.uk and the terms "you" "yourself" " the Client" or " the Pilgrim" will refer to the person or individual signing this agreement.
We simply advise our valued clients/pilgrims to make it well sure to package information, customization, and bespoke type contracts of services with Us if you are still unsure or doubtful about understanding a piece of information on our web portal, website, or by any means of communications initiated from any side of this agreement. From a trustworthy knowledge source at Law, our clients and those from the UK looking for Umrah and Hajj services can obtain precise legal assistance.
Booking Agreement
This type of arrangement is one where the customers or pilgrims make the first move by expressing an interest in using our service components included in different Umrah and Hajj packages offered by Makkah Madina Tours. This very said agreement will apply to us once the client/pilgrim concedes Hajj or Umrah booking via official receipt and advised money deposits have been paid in the mentioned accounts of the company and on verifications from services providers, an official confirmation of flight, hotel and respective departure times will be made to the client/pilgrim 7 days before the estimated departure date and time mentioned on the provided receipt from Us. By accepting this official receipt for the Hajj or Umrah, which are our main services provided here, the client/pilgrim is expected to agree to these terms and conditions.
For the agreement for travel and lodging, English law and jurisdiction shall apply to this Agreement and any other contract between the client and the company. Between the client and the service provider in the Kingdom of Saudi Arabia, disputes shall be governed by Saudi law and jurisdiction.
ATOL Protection & Security
ATOL is a fiscal security scheme covering the whole of UK travelers. Only ATOL Protected & authorized tour operators can grant peace of mind and complete financial protection. The price of all our Hajj and Umrah travel packages with flights includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the UK Civil Aviation Authority. Make Sure This charge is included in our advertised packages.
Understanding your contract
Please carefully read these booking conditions. If you do not comprehend and accept these booking conditions, you may not make any reservations. When making a reservation, you should print and/or save a copy of these booking conditions. We will rely on the individual making the reservation's power of attorney to bind all other travelers included in the reservation to these booking conditions.
Depending on the type of travel arrangement you purchase with us— a booking for a package vacation or one or more individual travel services; your rights under your contract for travel arrangements will vary. Regardless of the type of arrangement, you book with us, the provider of your travel service will have its terms and conditions (such as airline conditions of carriage, accommodation or car hire terms hotel supplier terms, or tour organizer terms and conditions). All such terms and conditions (including limitations of liability) apply to these Booking Conditions and, accordingly, a reference to “ these Booking conditions; shall mean the terms and conditions set out herein as well as all terms and conditions of any provider of your travel services. To the extent of any inconsistency between a travel service provider’s terms and conditions and the terms and conditions set out herein, the travel service provider’s terms and conditions shall prevail, save to the extent that any provision in the travel service provider’s terms and conditions is deemed to be invalid or unenforceable. Your travel service providers will be identified on your itinerary or travel documents and their respective terms and conditions will be available directly on their websites or by contacting them. Alternatively, you can request copies from us. Because they will always apply to the supply of your travel services, you must carefully study all terms and conditions relevant to the travel service provider.
Package Travel Arranged By Us
A package is a previously planned, fixed-price arrangement of at least two of the following elements: (a) transportation; (b) lodging; or (c) additional tourist services that make up a sizeable amount of the package. Packages typically last longer than 24 hours or include lodging for the night.
These Booking Conditions outline your rights about packages we've prepared for you (which are deemed to incorporate all terms and conditions of each travel service provider for the various components of your package travel arrangements). Please be aware that the Package Travel, Package Holidays, and Package Tours Regulations of 1992, a copy of which can be downloaded at the following URL: legislation.gov.uk/uksi/1992/3288/contents/made, also give you rights (" Package Travel Regulations").
We Act As Agents Only
When you make a booking with us, you acknowledge and agree that we will be acting as an agent only for the relevant tour organizer or travel service provider, including about packages that we arrange, and that neither Makkah Madina Tours nor any of its directors, employees or agents have any liability of any nature in connection with the relevant travel service, except as set out in these Booking Conditions and the Package Travel Regulations.
Schedule changes
Your flight ticket lists estimated departure and arrival times that are provided by the airline. They could alter because of operational needs, weather, or air traffic control restrictions. We advise you to get in touch with the airline or check its website 24 hours before your flight to confirm the time it is scheduled to depart. Each subsequent flight's departure times should also be confirmed. If there are any scheduling changes, you might have to buy a new flight if you don't reconfirm any of the segments of your itinerary.
If You Change Your Booking
If you decide to alter any aspect of your trip plans after our confirmation invoice has been sent, such as your preferred travel dates or lodging, we will try our best to accommodate your request, but it might not always be possible. Any request for changes to be made must be in writing from the lead–named traveler who made the booking. In addition to any additional change or cancellation fees charged by other travel service providers, you will be required to pay our administration fee of £75 per passenger per booking (or any other sum mentioned in your travel documents). Where we incur any liability for a travel service provider change or cancellation fee for any booking that you change, you agree to compensate us for the amount of that fee. Costs may go up as you get closer to the departure date, so be mindful of that. To amend your travel plans, we might need to rebook you at the current tariffs and rates, which could raise the cost of your bookings in addition to our administrative fee and the change fees levied by the travel service provider.
No date changes are permitted outside of your ticket’ validity period. ‘Minimum stay’ and ‘maximum stay’ rules apply to return and multi-stop flights.
Certain travel arrangements (e.g. advance purchase tickets and non-flexible fares) may not be changeable after a reservation has been made and any alteration could incur a cancellation charge of up to 100% of the service cost. Name changes are not permitted in any instance.
If you do not check in for a confirmed return, multi-stop, or around-the-world flight that you have paid for, the airline will record you as a " no show" and will cancel your tickets for the following flights. If you do not intend to check in for a confirmed reservation under these conditions, kindly let us know as soon as possible.
If You Cancel Your Booking
You can change your travel plans at any moment, but keep in mind that not all changes will result in a refund. Written notification from the lead-named traveler must be received at the branch where the booking was made. You will be required to pay our administration fee of £125 per person per booking if you decide to cancel your travel plans since we incur fees in doing so (or such other amount specified in your travel documents). In addition to our administration charge, you will have to pay the travel service provider’s applicable cancellation charges.
Except where otherwise noted, the cancellation fees for any reservations you have made with us from our Journeys and Escapes categories will be calculated according to the table below.
If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim these charges from your travel insurer. Refunds will only be made available to the person named on the booking payment receipt unless otherwise agreed in writing by all travelers listed on the booking.
Your refund and remedy rights as set out in these Booking Conditions are subject to your rights under the Package Travel Regulations and the Consumer Rights Act 2015.
Unless otherwise indicated, the following cancellation fees apply to bookings from our Journeys and Escapes ranges only (please refer to the top of your quote or invoice to confirm whether your booking is for a Journey or Escape):
Days before departure during which we must obtain written notice
Cancellation fee (% of total Journey or Escape price)
- More than 70 days Deposit only
- 57-70 days Deposit + 45% of total Journey or Escape price
- 37-56 days Deposit + 50% of total Journey or Escape price
- 28-36 days Deposit + 65% of total Journey or Escape price
- 15-27 days Deposit + 90% of total Journey or Escape price
- 14 days or less Full booking value
If we change or cancel your booking
On rare occasions, a travel service provider may have to alter your original reservation. Aside from what is required by the Package Travel Regulations, we do not accept any responsibility for any charges that may be incurred as a result of these modifications. The majority of these adjustments will be small, and we'll let you know about them as soon as we can.
We will advise you of the carrier operating each flight in your itinerary. Any changes to the carrier after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or the boarding gate. Please note that carriers may be subject to change. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your flight departure time by less than 12 hours, changes to aircraft type, and change of accommodation to a comparable or higher standard. No compensation is payable in respect of minor changes.
In some cases, we or a travel service provider may be forced to change or cancel your travel plans (for example, if the minimum number of travelers required for a tour or excursion is not reached or for reasons of force majeure, pandemic or epidemic illness or if you fail to pay the final balance by the due date). In these situations, you can choose to either receive a refund of all monies spent or, if available, accept an offer of substitute travel arrangements of equal caliber (except for cases where you have failed to pay the final balance) (we will refund any price difference if the alternative is of a lower value).
If you have booked a package arranged by us and it is necessary to cancel or make major changes to your arrangements we will, in addition to the above, pay you compensation as follows:
- 55-29 days before travel: £15.00
- 28-15 days before travel: £25.00
- 14-8 days before travel: £35.00
- 7-0 days before travel: £45.00
For additional details on this, please see the section labeled " Our responsibility for your booking."
Under EU law (EC 261/2004) you have rights in some circumstances to refunds or compensation from your airline in cases of denied boarding, cancellation, or delay to flights. Details of these rights are published at EU airports and are also available from your airline. However, reimbursement by an airline of the cost of a flight that forms part of a package does not automatically entitle you to a refund of your entire package travel arrangement cost from us.
Our responsibility for your booking
In all circumstances, we will not be liable where any failure in the performance or provision of your travel arrangements is due to (a) your acts or omissions or the acts or omissions of another member in your group (b) any third party not connected with the provision of your travel arrangements and where the failure is unforeseeable or unavoidable (c) unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised or (d) an event which we or a travel service provider, even with all due care, could not foresee or forestall (including but not to war, threat of war, riot, civil disturbances, industrial dispute, terrorist activity and its consequences, natural or other disaster (such as volcanic ash or hurricanes), nuclear incident, fire, adverse weather conditions (actual or threatened, including snow and fog), closed or congested airports or ports, unavoidable technical problems with transport and similar events).
Our liability will in all cases be by and/or in an identical manner to (a) the terms and conditions of the travel service providers that provide your travel arrangements (which, by making a booking with us, you acknowledge form part of these Booking Conditions) - and (b) any relevant international conventions, for example, the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation which set time limits for notifications/claims and limit the amount of compensation that can be claimed for death, injury, delay to passengers/guests and loss, damage and delay to luggage. Copies of international conventions and relevant travel service providers’ terms and conditions are available online. Alternatively, you can ask us for copies either over the phone or in-store.
Package Travel Arranged By Us
According to the Package Travel Regulations, if we have booked a package for you and the travel arrangements aren't carried out with reasonable skill and care, we'll make them right or provide you the required compensation if it hurts how much fun you have on your trip. Except in situations involving death, serious injury, or illness, our liability about packages we organize is limited to two times the price of your package travel arrangement. Only in cases where everything has gone wrong and you have not benefited in the least from your package travel arrangement will this maximum amount be due. Any money given to you as compensation by us will be reduced by any sums you obtain from travel service providers or travel insurance.
Your Financial Protection
We have a Civil Aviation Authority-issued Air Travel Organiser's Licence.
Many of the flights and flight-inclusive travel arrangements we arrange on your behalf are financially protected by the ATOL scheme. However, ATOL protection does not apply to all travel and travel services. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts not listed will not be ATOL protected. For more information about financial protection and the ATOL Certificate go to atol.org.uk/ATOLCertificate.
When you buy an ATOL-protected fight or flight-inclusive travel through 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.
If your booking (or part of it) is ATOL protected, we, or the travel service provider identified on your ATOL Certificate, will provide you with the booking service and arrange the travel services as listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the travel service provider can do so for reasons of insolvency, an alternative ATOL holder may provide you with the travel 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 claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the travel service provider identified on your ATOL certificate, are unable to arrange or 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 to arise 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 the sums you have claimed under the ATOL scheme.
Prices and payment
All prices are subject to availability and can be withdrawn or varied without notice. Prices are per person and inclusive of tax unless otherwise indicated. Accommodation (if included) is based on twin share, or quad share unless otherwise indicated. Advertised prices may be to travel within specified dates. We will confirm the correct price with you at the time of payment. Prices are not guaranteed until full payment is made.
To confirm your travel arrangements you may be required to pay a deposit per person. All deposits are non-refundable and non-transferable for changes of mind or cancellations by you. We will advise you of the amount of the deposit and the date for final payment at the time of your booking. For online bookings, full payment is required at the time of purchase.
If you have made a booking with us from our ‘ Journeys’ or ‘ Escapes’ ranges you will be required to pay a deposit of £100 per person for economy-class flights and £200 per person for premium economy, business, and first-class flights. An additional deposit will be required for any tour or cruise or for certain airfares that form part of your Journey or Escape. The balance for your Journey or Escape must be paid no later than 10 weeks before departure or such earlier time that we notify you. Please check your quote or invoice to confirm whether your travel arrangements are from our Journeys or Escapes ranges.
Certain airfares and services (including some airfares and services in the Journeys and Escapes ranges) are booked at especially competitive rates which may require payment in full at the time of booking and may be non-refundable.
We will collect all mandatory taxes, however, some countries may charge additional departure, hotel, or other taxes that must be paid locally. We advise travelers to retain sufficient local currency to meet these charges.
Payment by debit and credit card
We accept most major debit and credit cards. You authorize us to charge all amounts payable by you about the services provided to the card designated by you. If payment is not received from the issuer for any reason, you agree to pay us all amounts due immediately on demand.
Payment by bank transfer (not applicable to online bookings)
If you are paying by this method you will need to request account details from your consultant and make the payment at least three business days before the actual due date. You must notify your consultant of your payment once it has been made.
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 PILGRIMS MUST UNDERSTAND THE VALUE OF THE HAJJ STICKER FROM THE MINISTRY OF HAJJ BEFORE COMMITTING TO THE TRIP AND AGREE TO THE REFUND POLICY. NO ALTERATION OR CHANGE COULD BE INCORPORATED AFTER CONFIRMATION OF BOOKING. HOWEVER, THE AGENT RESERVES THE RIGHT TO MAKE ANY SUCH CHANGE INCLUDING CHANGE OF TRAVEL DATES, TRAVEL ROUTE & USE OF AIRLINE (SCHEDULE/CHARTER), OR AIRCRAFT WITHOUT PRIOR NOTICE.
Flight Delays or Cancelation
We are not competent to acknowledge 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 fulfill the obligation of their part of the agreement. We will support the operator in finding substitute aircraft, but this will be on best endeavor. You must have adequate travel insurance to cover this isolated eventuality.
Local Customs & Laws
You must act at all times in line with local customs and follow the laws of the host country. You are accountable for your actions; we will not be able to help you if you knowingly or not knowingly disobey local customs rules. 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 Makkahmadinatours.co.uk, you may inform us in writing within 21 days of the happening or 7 days after returning from your pilgrimage, any communications remote this timeline may make any right complicated. To help with any dispute, telephone talk from booking to the conclusion of your travels and any common discussions of your travel and for security reasons for both parties’ telephone discussions may be recorded.
