Booking conditions

Who we are and who your contract is with

Dar ul Islam Travel Ltd (“Dar ul Islam”, “we”, “us”) is a company registered in England and Wales, company number [COMPANY NUMBER], registered office [OFFICE ADDRESS]. We act as a travel agent.

Every package we sell is organised and supplied by Al Kamil Travel Ltd (“the Organiser”), Oxford Street, Brierfield, Nelson, BB9 5PS, ATOL number [ATOL NUMBER]. When you book, your package travel contract is with the Organiser. The Organiser is responsible for the proper performance of all the travel services in your package, as required by the Package Travel and Linked Travel Arrangements Regulations 2018 (“the Package Travel Regulations”).

These booking conditions, our cancellation and refund policy and the details on your confirmation together form the terms of your booking. Please read them before you book. By paying a deposit you confirm that you have read and accepted them on behalf of everyone named on the booking.

Meaning of words used

• “Package” means a combination of flights, accommodation and/or other travel services sold together at an inclusive price.
• “Lead name” means the person who makes the booking. They must be at least 18 and are responsible for all payments and for passing all information to everyone on the booking.
• “Departure” means the date of the first travel service in your booking, normally the outbound flight.
• “Total price” means the full price of the booking, including all taxes and compulsory charges, as shown on your confirmation.
• “In writing” includes email and WhatsApp messages sent to our published business number.

Quotes, prices and what is included

Prices on this website are “from” prices per person, based on the number of people sharing a room shown. They depend on dates, airport, room type and availability, and can change at any time until your booking is confirmed.

A quote is an invitation to book, not a promise. It holds no flight seats or hotel rooms and can be withdrawn or changed until the deposit is received and your booking is confirmed in writing. Each quote states the total price, including all compulsory taxes, fees and charges known at the time, and exactly what is included.

Anything not listed as included is not included. This typically covers meals other than those stated, Ziyarat not stated, personal expenses, optional excursions, extra baggage, travel insurance and tips.

Price changes after booking

Once your booking is confirmed, the price can only change in the following cases: changes in the cost of carrying passengers resulting from the cost of fuel or other power sources; changes in taxes or fees charged by third parties not directly involved in your package, such as Saudi government, visa, tourism and airport taxes and fees; or changes in exchange rates relevant to your package. Any increase will be notified in writing, with the reasons and the calculation, no later than 20 days before departure. If the increase is more than 8% of the total price, you may cancel for a full refund. If these costs go down, you are entitled to a corresponding price reduction, less our reasonable administrative expenses.

If a price on our website or in a quote is obviously wrong because of a typing or technical error, we will tell you as soon as we notice. We do not have to supply the trip at the wrong price. You can then book at the correct price or cancel and receive a full refund of anything you have paid.

Making a booking

1. You accept a written quote and pay the deposit stated on it into the account named on the invoice.
2. Your booking is confirmed only when we send you a written booking confirmation. A contract then exists between you and the Organiser. Until then, no contract exists and the price and availability are not guaranteed.
3. Check your confirmation as soon as you receive it. Tell us in writing within 48 hours if any names, dates or details are wrong. After that, corrections may cost money (see section 7).
4. Where flights are included, you will receive an ATOL Certificate when you make your first payment (see section 14).

We or the Organiser may refuse a booking without giving a reason, in which case any money paid is refunded in full.

Deposits, balance and how to pay

Deposit

A deposit of [DEPOSIT] per person is due at booking, unless your quote states a different amount. Some fares and hotels, including Ramadan, school holiday and Hajj arrangements, must be paid for in full straight away. Where this applies, your quote will say so clearly before you book.

Balance

The balance is due no later than 56 days before departure, or by the earlier date shown on your confirmation. If you book within 56 days of departure, the full price is due at booking.

We will remind you, but it is your responsibility to pay on time. If the balance is not received by the due date, we may treat the booking as cancelled by you, and the cancellation charges in our cancellation policy will apply.

How to pay

Pay by bank transfer to the company account shown on your invoice, or by debit or credit card where offered. We do not accept cash. Card payments are processed by a regulated payment provider; we never see or store your full card number.

All money you pay us for a package that includes a flight is paid to us as agent of the Organiser and is protected under the ATOL scheme as described in section 14.

Your responsibilities

• Names. Every name must be given exactly as it appears in the passport. Airlines will refuse to carry passengers whose names do not match, and a name correction usually requires a new ticket. Any cost of correcting a name you gave us wrongly is payable by you.
• Passports. Each traveller needs a passport valid for at least six months after the return date, with at least two blank pages. Non-British passport holders must check their own entry and transit requirements.
• Visas. You must provide everything needed for the visa on time and accurately. See section 9.
• Health. You must meet all health and vaccination rules set by the Saudi authorities, such as the meningitis ACWY vaccination certificate, and any rules in force when you travel. Take medical advice before you travel, particularly if you are pregnant, elderly or have a medical condition.
• Special needs. Tell us in writing before booking of any disability, medical condition or mobility need that may affect your trip. We will tell you whether the arrangements are suitable. Requests (for example adjoining rooms or wheelchair assistance) are passed on but are not guaranteed unless confirmed in writing.
• Insurance. Comprehensive travel insurance covering cancellation, medical treatment, repatriation and personal liability is a condition of booking. The basic medical cover included with a Saudi visa is not enough. If you travel without adequate insurance you are responsible for every cost that insurance would have covered.
• Timings. You must check in for flights, transfers and hotels at the times given. If you miss any part of your trip through your own lateness, we cannot refund it.

Changes you ask for

If you want to change your booking after it is confirmed, tell us in writing. We will try to help but cannot promise that any change is possible. Every change carries:

• an amendment fee of [AMENDMENT FEE] per booking per change, plus
• any extra cost charged by the airline, hotel or other supplier, which can be the full price of a new ticket or room, plus
• any difference in price at the time of the change.

Changing your departure date, airport, hotel or the length of stay within 56 days of departure, or reducing the number of travellers, is treated as a cancellation of the original booking and a new booking, and cancellation charges apply.

Transferring your booking

You may transfer your booking to someone who meets all the conditions of the package, provided you tell us in writing at least 7 days before departure. You and the new traveller are jointly responsible for paying any balance and the actual costs of the transfer, including new flight tickets and visa fees, which we will tell you in advance and which will not be more than the actual costs incurred.

Changes and cancellation by the Organiser

Minor changes

Arrangements are planned many months ahead and occasionally need to change. The Organiser may make minor changes at any time, such as changing flight times by less than 12 hours, changing the airline or aircraft, or moving you to a hotel of the same or higher official rating and similar distance from the Haram. We will tell you as soon as reasonably possible. No compensation is payable for minor changes.

Significant changes

If the Organiser has to make a significant change to the main features of your package (for example a change of departure airport to one that is significantly less convenient, a lower-rated hotel, a hotel significantly further from the Haram, or a change of more than 12 hours to your travel times), or to increase the price by more than 8%, we will tell you in writing as soon as possible. You can then choose to:

1. accept the change, with a price reduction if the new arrangements are of lower quality or cost;
2. accept a substitute package of equivalent or higher quality if offered; or
3. cancel and receive a full refund within 14 days.

You must tell us your choice within the period stated in our notice. If you do not reply, we will contact you again. If you still do not reply, we will treat the booking as cancelled and refund you in full.

Cancellation by the Organiser

The Organiser will not cancel your booking less than 56 days before departure, except where it is prevented from performing the contract by unavoidable and extraordinary circumstances, or where you have not paid in full. If the Organiser cancels for any reason other than your failure to pay, you will receive a full refund within 14 days.

Compensation

No compensation is payable for minor changes, for changes or cancellations notified more than 56 days before departure, for cancellation because of your failure to pay, or where the change or cancellation is caused by unavoidable and extraordinary circumstances. These are situations beyond anyone’s control whose consequences could not have been avoided even if all reasonable measures had been taken, such as war, terrorism, civil unrest, natural disaster, serious disease outbreak, government action, closure of the Haramain or airspace closure. Where compensation is due under the Package Travel Regulations, it will be appropriate to the loss you have actually suffered.

Visas, Nusuk permits and entry

Where a visa is included in your package, we will submit your application through the official Saudi system once we have received full and correct documents from you. Visas are issued solely at the discretion of the Saudi authorities. Neither we nor the Organiser can guarantee that a visa will be issued or issued on time.

• Visa fees are paid to third parties and are non-refundable once the application has been submitted.
• If a visa is refused, or is delayed because you supplied documents late or incorrectly, and you cannot travel, this is treated as a cancellation by you and the charges in our cancellation policy apply.
• If a visa is refused because of our or the Organiser’s error, you will receive a full refund.
• Entry to Saudi Arabia is at the discretion of its border authorities, even with a valid visa. If you are refused entry for reasons outside our control, no refund is due.
• Rules on visas, Umrah and Rawdah permits (including through the Nusuk app), age limits and travel periods are set by the Saudi authorities and can change at short notice. Access to the Rawdah and to particular areas of the Haramain is not part of your package and is never guaranteed.

Hajj

• We and the Organiser will only take a booking or payment for Hajj services where Saudi rules permit it at the time. We will tell you in writing exactly what you are paying for, who supplies it, and whether it is financially protected.
• No UK agent can guarantee a Hajj place, a Hajj visa, a particular camp or tent category in Mina and Arafat, or the services of a particular Saudi service company. Any of these may change because of decisions by the Saudi authorities.
• If a Hajj place or visa is not granted for reasons outside our control, any money paid for services that have not been supplied will be refunded, less non-recoverable costs already paid to third parties, which we will itemise.
• Hajj is physically demanding and involves very large crowds and extreme heat. You must be medically fit to perform it and follow all safety instructions from group leaders and the Saudi authorities.

Be wary of anyone offering “guaranteed” Hajj places or asking for cash. UK Trading Standards publishes advice on avoiding Hajj fraud.

Hotels, rooms and transport

• Hotel ratings are those given by the local authorities and may not match UK standards.
• Distances to the Haram are approximate walking distances to the nearest gate and can vary with gate closures and crowd control.
• Room prices are per person, based on the number of people sharing shown on your confirmation. In triple and quad rooms, extra beds may be sofa beds or rollaway beds. If someone in a shared room cancels, the remaining travellers must pay the new room-sharing rate.
• Hotel check-in is normally from 16:00 and check-out by 12:00, local time. Early check-in and late check-out are not guaranteed and may cost extra.
• Transfers and Ziyarat may be shared with other travellers and may wait for other passengers.
• Photos of hotels on this website are for illustration unless stated otherwise.

Flights

• Flight times are given by the airline and can change. Your final times are on your e-ticket. Check them 72 hours before departure.
• The airline is responsible for delays, cancellations and denied boarding under the UK air passenger rights rules (Regulation 261/2004 as retained in UK law). We will help you contact the airline but cannot pay compensation that is the airline’s responsibility.
• Baggage allowances are set by the airline. Zamzam water allowances are at the airline’s discretion.
• If you do not take any flight, the airline may cancel the rest of your ticket. No refund is due for flights you do not use.
• Under UK law we must tell you the identity of the operating airline. If it changes after booking, we will tell you as soon as possible. The UK Air Safety List shows airlines banned from operating in the UK.

Behaviour and the laws of Saudi Arabia

You must respect the laws and customs of Saudi Arabia and the instructions of group leaders, airline staff, hotel staff and the authorities. If, in the reasonable opinion of our or the Organiser’s representative, a hotel manager or an airline, your behaviour causes danger, distress or damage to others or to property, or breaks the law, your arrangements may be ended immediately. No refund or compensation will be paid, and you will be responsible for all costs that result, including your return travel and any damage.

Financial protection (ATOL)

Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website. 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 will not be ATOL protected.

The flight-inclusive packages we sell are protected under the ATOL held by Al Kamil Travel Ltd, ATOL number [ATOL NUMBER]. Please see your booking confirmation for what is protected. For more information about financial protection and the ATOL Certificate, go to www.caa.co.uk.

Packages that do not include a flight are protected by [NON-FLIGHT PROTECTION, e.g. bond or trust account].

Our liability

The Organiser is responsible for making sure the travel services in your package are provided as described, whether it performs them itself or uses suppliers. If any part of your package is not provided as agreed, the Organiser will remedy it unless this is impossible or costs a disproportionate amount, and you may be entitled to an appropriate price reduction or compensation.

Neither we nor the Organiser are liable where the failure is caused by:

1. you or anyone on your booking;
2. a third party not connected with the travel services, where the failure was unforeseeable or unavoidable; or
3. unavoidable and extraordinary circumstances.

Where international conventions (such as the Montreal Convention for air travel) limit the compensation a supplier must pay, the Organiser’s liability is limited in the same way. Except for death, personal injury or illness, or damage caused intentionally or by negligence, the Organiser’s liability is limited to three times the total price of your booking.

As your travel agent, we are responsible for correctly arranging your booking with the Organiser and for the information we give you. We are not responsible for the acts or omissions of the Organiser or its suppliers except as required by law.

Nothing in these conditions limits or excludes any liability that cannot be limited or excluded by law, or affects your statutory rights.

Help while you are away

If you are in difficulty during your trip, including problems with accommodation, health or getting home, we and the Organiser will give you appropriate assistance without undue delay. If the difficulty was caused by you, a reasonable charge may be made for that help.

Emergency contact during your trip: [EMERGENCY NUMBER] (WhatsApp and calls, 24 hours).

Complaints

1. Tell us straight away. If something is wrong during your trip, tell our representative or call the emergency number immediately so it can be put right. If you do not report a problem on the spot, it may not be possible to put it right later, and any compensation you may be entitled to may be reduced or refused.
2. Write to us within 28 days of your return at [EMAIL] or [OFFICE ADDRESS], giving your booking reference and full details. We will acknowledge your complaint within 5 working days and aim to give a full response within 28 days.
3. If we cannot resolve your complaint, you may contact your local Trading Standards service through the Citizens Advice consumer helpline on 0808 223 1133. [IF A MEMBER OF AN ADR SCHEME: name and contact details of the scheme.]

Law and jurisdiction

These conditions and any dispute about them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts under your local law.

If any part of these conditions is found to be invalid or unenforceable, the rest remains in full effect. We may update these conditions for future bookings. The version in force on the date of your booking confirmation applies to that booking.