Please read these Terms and Conditions before using BookUmrah’s website (Website)
and making any booking. When you make a purchase on the Site, you agree to accept
these Terms and Conditions. The following applies to all services purchased through
our site including Umrah packages.
All correspondence regarding customer service or your booking should be sent to
"BookUmrah a trading name of Hasan Hajj Tours London Ltd 69 Harold Road, Leytonstone, London, E11 4QX, United Kingdom" or
email [email protected]
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1. Use of Website
1.1 This Website is available to all users (hereinafter referred to as the
"User" or "You"), subject to these General Terms and Conditions (hereinafter referred
to as "T&Cs"). When you make a purchase on the Site or otherwise use this Site,
you agree to accept these Terms and Conditions.
1.2 This Platform is operated by BookUmrah, a trading name of Hasan Hajj
Tours London Ltd duly incorporated in England and Wales with Company Number 4979082
whose registered office address is 69 Harold Road, Leytonstone, London, United Kingdom, E11 4QX to : "69 Harold Road, Leytonstone, London, E11 4QX, United Kingdom ; and contact telephone number +44 (0)208 004 3538; (hereinafter referred
as "BookUmrah", "we", "us" or "our"). BookUmrah works in partnership with partners
accredited by IATA & ATOL to provide secure and competitive rates and services.
1.3 The User hereby declares that he or she is an adult (at least 18 years
of age) and has the legal capacity to be bound by this agreement and to use this
Website in accordance with these T&Cs. BookUmrah expressly warns the User that by
using the Website to make a booking, he/she is concluding a contract with payment
obligations. Furthermore, the User declares that all information he or she provides
to access this Website and while using it is true, complete and accurate, and he/she
agrees to keep it updated.
1.4 This Website is solely and exclusively for the User's personal use. It
may not be modified, reproduced, duplicated, copied, distributed, sold, resold or
exploited for commercial or non-commercial purposes, except that you may print out
copies of your travel itinerary for personal use, or forward your travel itinerary
to a bona fide itinerary management company.
1.5 The User agrees not to use this Website for illegal or prohibited purposes.
In particular, the User accepts that he or she will only use this Website for him/herself
and that the products or services purchased through this Website will be for his
or her own use or consumption, or the use or consumption of persons on behalf of
whom he or she is legally authorised to act. The User shall not resell to third
parties products or services purchased through this Website.
1.6 BookUmrah reserves the right to deny access to the Website at any time
without notice.
1.7 All correspondence regarding customer service or your booking should
be sent to BookUmrah, 69 Harold Road, Leytonstone, London, E11 4QX, United Kingdom, or if you would prefer to contact us by telephone, please call
+44 (0)208 004 3538 (local rates apply)."
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2. Your Contract
2.1 A "booking" means any order for products or services you make on our
Website which is confirmed by us. When you make a booking via this Website, the
contract will be between the Travel Supplier(s) and you. BookUmrah is therefore
not a party to the contractual relationship in relation to the products and services
you order on our Website, unless explicitly provided otherwise herein. Any queries
or concerns relating to the product should be addressed to the Travel Supplier.
2.2 The term "Travel Supplier" includes as appropriate inter alia airlines,
tour operators, package holiday suppliers, hotels, hotel chains and hotel aggregators,
insurance suppliers, rental car suppliers and visa suppliers.
2.3 BookUmrah makes the booking on your behalf and your contract will be
subject to the Travel Supplier's terms and conditions, which could limit or exclude
liability to you (often in accordance with various applicable international conventions).
In instances where it is not possible to access the Travel Supplier's terms by a
link, we will at your request provide the Travel Supplier's contact details so that
you may contact them. Please ensure you refer to the applicable Travel Supplier's
terms and conditions for cancellation charges and other important terms and conditions.
2.4 By using this Website to book products and/or services, you authorise
BookUmrah to act as your representative during the process of comparison between
Travel Suppliers and booking of products and/or services from the selected Travel
Supplier and to make the payment for such products or services in your name and
on your behalf, as required. Accordingly, BookUmrah shall charge you with a service
fee, depending upon which product you book. You will be advised of any fee before
you confirm your booking. Where you provide us with the details of your credit card
or debit card to make your flight booking, you authorise us to use these details
to make the flight booking on your behalf. When payment is made in this way by us
on your behalf, you will immediately receive a confirmed ticket issued by the operator
of your flight.
2.5 Prices are confirmed at the final step of the booking path at the point
when you click “Complete Booking", “Confirm Payment" or similar, depending on product
purchased and you will have all necessary information on the final full price before
paying. Prices are shown with rates of exchange calculated on a daily basis. Prices
may therefore differ on a daily basis to reflect any movement in exchange rate levels.
Taxes fluctuate in line with exchange rates. When a booking is made the exchange
rate will be fixed at that time and will apply to any amendments or cancellations
to that item within the booking. Exchange rates are determined by BookUmrah. Where
you will pay later, for example a post-pay hotel booking, or BookUmrah receives
the price from the airline in a currency other than sterling and converts it to
sterling, the applicable exchange rate will be that applied by your card provider
at the time of payment.
2.6 After you confirm your booking, you will receive a confirmation email
with a booking number. This is the moment that your contract in relation to the
products and services ordered will come into existence. This confirmation email
will provide all the details of the itinerary of your booking. Next, we will check
that your booking has been correctly entered into the airline's booking system and
that your payment can be correctly processed. Our obligation to issue the ticket
will be subject to your payment having been received in cleared funds. In respect
of a flight booking, immediately payment has been made for your flight you will
receive a confirmed ticket issued by the operator of the flight. This will usually
be within a few minutes of payment having been made whether or not we have used
your credit or debit card to make the payment. Your contract of carriage with the
operator is therefore directly enforceable against the operator without any intervention
by us.
2.7 We reserve the right to cancel your booking immediately in the event
we have reasonable grounds to believe it is fraudulent, in such circumstances you
will either not be charged or any money shall be refunded to you. BookUmrah will
have no liability whatsoever for any loss in such circumstances. We may (but are
not obliged to) attempt to contact you or your bank to request further details which
could help us determine if your card is being legitimately used. In such an instance
there is still the risk that the ticket cannot be held or cannot be held at the
same fare, in particular where the flight is to depart within the next 14 days.
While we may offer to give you time or extend a deadline for you to provide us with
further information we reserve the right to cancel at any time including during
the time period allotted for further information, reasons include but are not limited
to the airline cancelling your ticket for any reason (including but not limited
to delays in ticketing while fraud checks are being undertaken) or a fraud agent
advising cancelling. In such circumstances we will attempt to contact you, using
the email address you provide at the time of booking, or your bank to inform you
of the cancellation.
2.8 In the event that there is an error taking payment including but not
limited to: your card failing (for example fraud tests or for insufficient funds),
the card company or bank failing to process correctly you will be liable for the
cost of your booking, and, additionally should we not be able to collect payment
from you, you agree to assume our reasonable costs in pursuing you for such payments,
including any fees we are charged by the card company and/or the bank and the amount
of the booking together with interest at 3% above the bank of England's base rate
until time of payment.
2.9 The electronic document by which your contract is formalised shall be
filed in the BookUmrah records and may be accessed by you at any time upon request
to BookUmrah.
2.10 In relation to the "special requests" options relating to any product
(eg meals, disabled facilities, child seats etc.), BookUmrah does not guarantee
any such requests but will pass these requests on to the Travel Supplier/hotel.
It is your responsibility to confirm with the Travel Supplier or hotel whether such
special requests can be fulfilled.
2.11 It is important that the relevant information that you will need to
plan your trip (transportation conditions, baggage policy, etc.) can be found directly
from each type of supplier (airline, hotel, transportation, etc.). It is important
that you familiarise yourself with these policies while planning your trip.
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3. Booking conditions
3.1 Cancellations and modifications
3.1.1 As explained in clause 2.1, the contract for the product or service
you have booked is between you and the Travel Supplier(s). This means that your
ability to cancel or modify a booked travel product or service, and the method for
doing so, will depend on the specific airline's fare rules or other Travel Supplier's
terms and conditions. Please see clause 2.3 for details of how to access the Travel
Supplier's terms and conditions. It therefore may not be possible to cancel or modify
products or services ordered, or there may be specific requirements you will have
to meet. However, BookUmrah will, at your request, assist you to cancel or modify
the booking to the extent that it is possible, as explained in the next sections
of this clause. In the event that you make any alteration to your booking (cancellation
and/or modification), BookUmrah reserves the right to charge you a service fee of
£25 per person to cover the administration costs incurred by BookUmrah. These charges
do not include any charges imposed directly by the Travel Supplier or hotel, including
any difference in fare/room rate/rental rate. In the event that you make a change
to your booking, please note that any current fare available on the Website is not
relevant to the cost of making your change.
3.1.2 (a) In relation to Flight bookings, please note that for itineraries
built up of different routings and more than one fare base, more than one set of
fare rules may apply. You should read all fare rules pertaining to your reservation.
Please see clause 2.3 for details of how to access the Travel Supplier's terms and
conditions. (b) If changes or cancellations are permitted, then please call BookUmrah
to make the change. Changes and cancellations cannot be made by email. You can reach
the BookUmrah call centre on +44 (0)208 004 3538 from UK (local rates apply). (c)
Please note that a "no-show" for a flight may result in your full ticket being cancelled
by the airline and therefore may not be refundable.
3.1.3 In relation to Hotel bookings the hotel's specific terms and conditions
for cancellations and amendments are available online during the booking process
and set out in your confirmation email where you make a booking modification, it
is your responsibility to ensure that it does not conflict with any other product
or service you have purchased.
3.1.4 In relation to Car rentals, the car rental Travel Supplier's specific
terms and conditions for cancellations and amendments will be available during the
booking process and, for most bookings, through a link provided in your confirmation
email. If you fail to cancel your reservation prior to the pick-up time and do not
collect the vehicle on the pick-up date, or of you fail to comply with the pick-up
terms (see car supplier terms and conditions), BookUmrah on behalf of the car supplier
reserves the right to make a "no-show" charge of up to 100% of the total car rental
booking value.
3.2 Price and payment
3.2.1 The total price of your booking will be shown once you have selected
all the specific products you would like to acquire. Such price will include the
price of all products selected and BookUmrah service fees. BookUmrah's service fees
are independent of the price of the products and non-refundable in any case, as
they are charged for the service provided by BookUmrah for the search, comparison
and assistance in the booking process. Taxes fluctuate in line with exchange rates.
3.2.2 The amount of the service fees depends on the products acquired. BookUmrah
may also charge additional service fees if you make a booking by phone or request
changes or refunds. In the event that you use an unfunded credit card or a credit
card which is rejected by the bank due to any other reason that is caused by you,
BookUmrah will charge a service fee of £25 and will provide you with instructions
to make effective the payment of your booking. The service fee will be added to
the final price. Until you make effective the full payment, you will not be able
to receive your products. Moreover, we hereby bring your attention to the fact that,
due to the nature of travel products, it is possible that price changes occur between
your booking and the effective payment and you will have to assume the cost of the
selected products at the moment that you are making the effective payment.
3.2.3 If you pay by credit card, payment for your flights may be taken directly
by the airline. If there are any problems with your payment, we will contact you
within 48 hours of your booking (or within 24 hours if you are travelling within
48 hours). BookUmrah will not be liable for any subsequent price increase as a result
of payment failure. Any price increase must be paid for by you before the booking
can be confirmed. Please note that the airline payment and payment to BookUmrah
for any other products or BookUmrah charges may appear as separate transactions
on your credit card statement.
3.2.4 Payments can be made by all major debit and credit cards as detailed
on the Website. Payment methods other than those stated on the Website will not
be accepted and no responsibility is accepted for cash or cheques sent through the
post. Full payment for all products is required at the time of booking, except for
hotel or car rental pay-on-arrival bookings, where a deposit option may be available.
3.2.5 For some low-cost airline flights originating outside of the UK, we
may receive prices from the airline in non-sterling (GBP) currency, which we then
convert and display on the Website in GBP. In such cases, the amount taken from
your card may differ slightly from this amount, as it depends on the exchange rate
used by the low-cost airline. Your card issuer may also levy a non-sterling exchange
fee to process the transaction. BookUmrah will not be liable for any fees relating
to varying exchange rates and card issuer fees.
3.2.6 In order to provide greater security, you will be asked to enter all
the information that is on your card for each purchase you make with BookUmrah,
this information is not stored by us. Please note that BookUmrah is required to
pass your card details to the relevant Travel Supplier for fulfilment of the booking.
In agreeing to these terms and conditions you authorise us to do this on your behalf.
All information is encrypted on our secure server. You authorise BookUmrah to use
the information on the credit card provided by Customer/you (i) in order to make
the purchase of the services required and to process related service fees (ii) for
the payment of the premium for insurance as applicable, (iii) for the processing
of any applicable refunds and (iv) for the charge of costs and fees related to (a)
the use of credit cards or (b) changes to your booking or to (c) tax refunds as
referred to in section 3.3 of these terms and conditions.
3.2.7 BookUmrah reserves the right to pass on any charges relating to card
charge-backs. If your booking is being paid for with a third party credit card we
may require written authorisation to be provided by the card-holder. BookUmrah or
the Travel Supplier reserves the right only to deliver e-tickets, confirmations,
e-vouchers or other travel documents to your credit card billing address or email
address when requested to do so by the credit card issuer. All email addresses used
must be valid at the time of booking.
3.2.8 Further, in an effort to minimise the effects of credit card fraud,
we reserve the right to carry out random checks, including checks of the electoral
roll, and may request you to either fax or post to us proof of your address and
a copy of the credit card and recent statement before issuing any tickets. Please
be aware that these checks are only carried out during our standard business hours.
As a result, any tickets for bookings made outside of our business hours may not
be issued until the next working day. BookUmrah is not responsible for any costs
incurred as a result of these checks.
3.3 Refunds
3.3.1 In some cases, when you are unable to take your flight and the ticket
is non-refundable, you may be eligible to claim some, or all of the taxes charged
at the time of purchase. We are fully compliant with financial protection requirements
through the registration and licensing arrangement we have made with the relevant
authorities. Many of the Services booked with us in the UK are financially protected
by the ATOL, IATA schemes, which could provide you with financial protection should
BookUmrah go out of business. However, protection does not apply to all the Services
we provide. Accordingly, we confirm which protection may apply to your booking in
your booking confirmation email.
(a) In case of tickets issued by IATA airlines, these airlines require that the
demand for refund is submitted and managed through the travel agency issuer. If
you wish to make an administrative claim to BookUmrah for any taxes that may be
refundable, you must do so in writing within 12 months from the booking date to
the following address: BookUmrah, 69 Harold Road, Leytonstone, London, E11 4QX,
United Kingdom. You hereby authorise BookUmrah to carry out all the activities necessary
to obtain such tax refund. Please note that refunds can only be processed to the
form of payment used at the time of booking and that all refunds are subject to
the relevant airline's policy and a BookUmrah refund service fee. You hereby authorise
BookUmrah to deduct the applicable refund service fee [of £25] from the amount of
the tax refund payable to you. Please note that the deadline for requesting the
refund of unreturned fees in writing is twelve (12) months from the date of purchase
of the tickets or six (6) months from the date of the flight, if this is later.
(b) In case of tickets issued by non-IATA airlines or where payment for your flights
has been taken directly by the airline, requests for refund should be made directly
with the airline concerned but the refund service fee shall be due to BookUmrah.
You hereby authorise BookUmrah to charge your credit card with the applicable service
fee.
(c) We are registered under the ATOL number 10064 in the UK. ATOL is a UK scheme
operated by the Civil Aviation Authority (CAA) which provides financial protection
when you book certain flight-based holiday products should the travel company with
whom you booked go out of business. You will be protected under the ATOL scheme
when you book a flight and accommodation as part of the same booking. You will also
be protected under the ATOL scheme when you make a flight booking (for a flight
into, or out of, the UK) and then make a separate hotel booking (either on the same
day, the previous day, or the next day). When you make an ATOL protected booking
with 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 you do not receive an ATOL Certificate then your 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. For more information
about financial protection and the ATOL Certificate, go to atol.org.uk/ATOL certificate
or packpeaceofmind.co.uk.
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3.3.2 Refunds, if applicable, will be processed to the form of payment used
at the time of booking. This will be made payable to the person who made the original
payment. When processing a refund for a flight ticket, please be aware that not
all taxes are refundable. A tax refund will be processed in accordance with the
relevant airline's refund policy in the country concerned with the £25 fee due to
BookUmrah charged to the form of payment used at the time of booking.
3.3.3 Where you have purchased a fully refundable ticket that money will
be refunded to you either by BookUmrah (less the £25 per person BookUmrah handling
fee) or the airline as applicable. In case of a refund from the airline you authorise
BookUmrah to charge £25 to the payment method taken at the time of booking.
3.4 Passport, visas and health Requirements
3.4.1 Passport and visa regulations can change and you should therefore check
with the relevant embassy well in advance of travel. It is your responsibility to
be in possession of a valid passport and, if appropriate, a visa. It is important
to remember to include all transit points in your journey which may also require
you to obtain a visa. It can often take some time to obtain a visa, so you are advised
to apply in plenty of time. We accept no responsibility for customers who do not
possess the correct documents.
3.4.2 Each destination has its own requirements as far as entry formalities,
vaccinations, etc. which can also vary depending on the passenger's nationality.
Some jurisdictions may also require birth certificates for children under the age
of 12. It is your responsibility to collect that information. No incidents arising
from the failure to comply with such official regulations will be considered the
responsibility of BookUmrah. We therefore urge you to always verify the different
formalities of the chosen destination or transit countries, as well as the time
needed to take all of the related steps.
3.4.3 BookUmrah will not will not be liable if you or any person on your
booking is denied boarding, deported or charged a fine due to non-compliance with
the Travel Supplier’s or other governmental rules and regulations. It is your responsibility
to ensure that you meet the passport, visa and health requirements that you are
travelling to (including all transit points) and BookUmrah provides the following
general advice by way of guidance only:
(i) Passport: We strongly recommend that you visit the UK Passport Agency’s website
(if you do not hold a UK passport, please refer to the relevant government agency
website); and the embassy website of all destination countries that you will visit
(including countries travelled through for stop over purposes). Please remember
that if the details on the ticket do not coincide with the ID document presented
by the passenger, the airline reserves the right to refuse the passenger to board
the aircraft. In such case, We accept no responsibility;
(ii) Visa regulations: The relevant embassy of the country which you are visiting
(including the embassies of countries which you will travel through for stop over
purposes) can provide you with information about visa requirements. Visa regulations
can change and you should therefore check with all relevant embassies well in advance
of travel; Write about Umrah visa regulations
(iii) Travel health: Each country has its own requirements regarding vaccinations,
which can also vary depending on the person’s nationality. You should take health
advice about your specific needs as early as possible prior to your departure. The
Department of Health, your GP or a specialist travel clinic, as well as the Foreign
& Commonwealth Office, can provide you with health advice about your destination;
(iv) Travel while pregnant: Some airlines refuse to carry women who will be a certain
number of weeks’ pregnant on the date of return travel. Likewise Eurostar and some
airlines have specific rules about travel with infants and children. Please check
with your GP, the relevant airline or Eurostar (as applicable) prior to travel if
you are pregnant or are travelling with children;
(v) Travel with children: Infants must be a minimum of 6 weeks old or more to travel
by air and must either sit on an adult’s lap or occupy an infant seat. Please contact
the airline you are travelling with for details of appropriate seats. Generally
children aged 2 years or more must occupy a seat. Some jurisdictions may also require
birth certificates for all minors travelling. It is your responsibility to collect
that information.
(vi) Unaccompanied Minors: Depending on the airline, minors may travel unaccompanied
as long as the airline provides this service. It is always advisable to check the
terms and conditions before booking. Internet bookings for unaccompanied minors
are not permitted; these may only be made through our Customer Service call centre.
We kindly remind you that as a general rule, low cost airlines do not accept unaccompanied
minors.
(vii) Special Assistance: All requests for special assistance should be made directly
to the Travel Supplier. It is your responsibility to confirm whether such special
assistance requirements can be fulfilled. Some Travel Suppliers may make a charge
for providing special assistance. We will not subsequently be liable to you for
any losses you incur if Travel Suppliers are unable to fulfill your special assistance
requirements.
3.5 E-tickets
3.5.1 All tickets sold on this Website are e-tickets. E-ticketing is a "paper-less"
way to book flights. Once you have made your booking, it is stored electronically
in the airline reservation system. BookUmrah will send you a confirmation email
with your booking reference number, which serves as a receipt for your e-ticket.
You will NOT receive a physical ticket to present at the airport.
3.5.2 Please note that you may be required to produce your booking number
and/or confirmation email to the relevant Travel Supplier as evidence of your booking.
We recommend that you take a printout of your confirmation email with you, although
not all airlines will ask to see this. Please note that airlines have their own
rules and regulations with regard to e-ticketing. BookUmrah cannot be held responsible
for non-compliance with these rules and regulations and strongly recommends that
you check these details with your airline in advance of travel.
3.5.3BookUmrah relies on the information that you provide as being accurate
and therefore cannot be held responsible if your e-ticket does not arrive due to
an incorrect email address or your junk email settings. You must notify us immediately
if you change your email address or contact telephone number. In addition, please
check that the name on your passport matches the name on your ticket and/or booking
confirmation.
3.5.4 In exceptional circumstances, due to ticketing restrictions outside
its control, BookUmrah may not be able to pass information about confirmed bookings
to the airline to enable them to fulfil the booking. If this occurs we will attempt
to notify you within 48 hours of confirmation and organise a refund or arrange an
alternative. Where you choose an alternative and it is more expensive than your
original booking, you will be responsible for paying the difference.
3.5.5 It is your responsibility to check all details of your travel documents
and to notify BookUmrah of any inaccuracies within 48 hours of receipt (or 24 hours
if you are travelling within 48 hours). If errors for which you hold BookUmrah at
fault are reported after this time, we cannot be held responsible for any costs
associated with correcting these.
3.6 Travel insurances
It is recommended that you take out insurance for any travel, especially as there
may be circumstances where the Travel Supplier will have no liability. If you elect
to purchase Travel Insurance through BookUmrah website, your contract will be directly
with the Travel Supplier, whose terms and conditions will apply to that insurance.
3.7 Loyalty programmes
3.7.1 You may be part of a frequent flyer or hotel loyalty programme. Please
note that any such frequent flyer or hotel loyalty programme is subject to the terms
and conditions of the airline or hotel through which it is offered. Those terms
and conditions may not give rewards on all types of fare and class of service. Please
contact the airline or hotel in charge of your frequent flyer or hotel loyalty programme
if you are unsure of its terms and conditions. Please note that our Travel Suppliers
have their own rules and regulations with regard to loyalty cards. If you have any
questions, please contact them directly.
3.7.2 Different airlines offer different loyalty programmes. The benefits
offered can vary between airlines and even for the same airline on the same route
in the same class. By way of example only: an Economy ticket from London to Jeddah
with the same airline on the same date and time may carry different airmiles depending
on the class within Economy eg W, V, X etc. We are not responsible for these fluctuations
and if it is important for you to know exactly how many airmiles you will be getting
then please contact the airline directly before making your booking.
3.8 Our Service Fees
3.8.1 We provide below a description of all applicable service fees as described
in these T&Cs and you hereby authorize us to deduct these costs from the corresponding
refund or payment amounts as applicable.
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Service
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Fees
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Processing the modification or cancellation of a booking as described in Section
3.1.1 above
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TWENTY FIVE POUNDS (£25) per person and journey cancelled or modified
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Processing a booking where the payment card has been rejected for any reason as
described in Sections 3.2.2 and 3.2.9 above
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TWENTY FIVE POUNDS (£25)
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Processing tax refunds for any reason (including IATA refunds) as described at Sections
3.3.1 and 3.3.2 above
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TWENTY FIVE POUNDS (£25)
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Processing refundable tickets for any reason as described at Section 3.3 above
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TWENTY FIVE POUNDS (£25)
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4. Special conditions relating to the products and services offered
4.1 Flights
4.2 Hotel and other accommodation
In relation to hotel and other accommodation the conditions set out in Appendix
2 hereto shall apply, unless otherwise provided in the Travel Supplier terms and
conditions.
4.3 Travel Packages
4.3.1 A Travel package is a pre-arranged holiday package combining at least
two of the following: (a) transport (b) accommodation or (c) another tourist service
not ancillary to transport or accommodation and forming a significant part of your
booking, and those two or more components are sold to you as a whole at the same
time by us at an inclusive price with full payment being made to us. Such Travel
Package will be ATOL protected by BookUmrah and you will receive a certificate in
an attachment to your confirmation email for those products to which ATOL cover
applies. 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. 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. Please see our
booking conditions for information, or for more information about financial protection
and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
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.
4.3.2 If you acquire a Travel Package in this Website, the terms and conditions
as set out herein shall apply, unless this would be in violation with the applicable
local implementation of the Package Travel Directive (as amended from time to time).
4.3.3 If you acquire a Travel Package in this Website your credit or debit
card will be charged for the full amount of your package at the time of booking,
unless you choose a Flight + Hotel package with a post-pay hotel. You may have separate
credit card charges for each product, totalling the amount quoted for your package.
4.3.4 For the avoidance of doubt, products booked under these T&Cs are not
a Travel Package if you, or our travel advisors on your behalf, put together two
or more types of products or services, irrelevant of whether you book these products
at the same time for one total price. In these circumstances your contract will
be with the relevant third party supplier(s).
4.4 Umrah Packages
When booking Umrah packages when travelling from the UK, the following applies.
4.4.1Our booking Terms and Conditions listed below should be read in conjunction
with Your Agreement with Us, please read them carefully as they set out Our rights
and obligations to You as Your travel provider.
By booking with Us, You, the Lead Passenger listed as the first adult details confirm
that You are over 18, live in the United Kingdom (UK) and have the full legal capacity
to enter into a legally binding Agreement. You furthermore confirm that You have
full authority on behalf of all persons detailed on the Booking Form/Agreement to
enter into a legally binding contract on their behalf. You hereby confirm that:
4.4.1.a. You fully understood these Terms and Conditions and agree to be
bound by them
4.4.1.b. You shall be responsible for the behaviour of all persons travelling
within Your party.
4.4.1.c. All correspondence will be made directly with the Lead Passenger
and any relevant documents will be sent to the address that appears on the Booking
Form.
4.4.1.d. All members of Your Party are UK residents with a permanent right
to abode in the UK.
4.4.1.e. It is the Lead Passenger’s responsibility to ensure that all persons
travelling in Your Party are aware of the information relevant to their Umrah/Travel
package.
4.4.1.f. When You are making a booking on behalf of Yourself and Your Group,
You the signatory to the Agreement shall be the Lead Passenger and We shall only
deal with You in all subsequent correspondence, including changes, amendments and
cancellations.
4.4.1.g. You will be responsible to Us for full payment of the price (including
any travel insurance premiums and amendments/cancellation charges) of the services
booked, and will also be responsible for passing on to all members of the Your Group
all documentation and information which We are legally obliged to give to You.
4.4.1.h. The Lead Passenger also confirms that he/she is permitted to book
our services for those with age restrictions and furthermore declares that he/she
and all members of Your Party are permitted to purchase Our services.
4.4.1.i. The Lead Passenger is responsible for ensuring the accuracy of the
personal details or any other information supplied in respect of all persons travelling
when inputting all traveller details before payment and for passing on any information
regarding the booking or any changes made in relation thereto, to all persons travelling
on such booking, including but not limited to information on schedule changes or
copies of Booking Confirmations.
4.4.1.j. You must provide Us, in sufficient time, with any information and
instructions relating to the services that are necessary to enable Us to provide
the services in accordance with these Terms and Conditions. If You do not, or You
provide Us with incomplete, incorrect or inaccurate information or instructions,
we may cancel the booking by giving You written notice, or We may make an additional
charge of a reasonable sum to cover any extra costs incurred.
4.4.1.k. Any person who is under 18 years of age must be accompanied by an
adult on his/ her journey and any female members of Your Party must be accompanied
by a Mahram (as stipulated by the laws of Saudi Arabia). Please note that the rules
governing the qualification of a Mahram are implemented by the Ministry of Hajj
& Umrah (MoHU) and are readily available on request.
4.4.1.i. Where You are on Umrah, Your itinerary will be governed by Us, however
it is still subject to the laws of Saudi Arabia ,The itinerary may be subject to
change with little or no notice and We reserve the right to change/amend or cancel
any part of the itinerary.
4.4.1.j. In the event any fees are made applicable to You or anyone on Your
itinerary as per the requirements of the Ministry of Hajj and Umrah and any laws
governed by Saudi Arabian law, this will be forwarded on to You as the lead passenger.
This will include any additional charges such as visa penalties and additional newly
introduced taxes after a booking is made.
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5. Industrial and intellectual property rights
5.1 All of the content on the BookUmrah Website (including, but not limited
to, trademarks, texts, graphics, logos, button icons, images, audio files and software)
are owned by BookUmrah or its content providers and is protected by national and
international industrial and intellectual property regulations. The compilation
(understood as the collection, arrangement and assembly) of all content of the BookUmrah
Website is the exclusive property of BookUmrah and is protected by national and
international industrial and intellectual regulations. All software used on the
BookUmrah Website or belonging to its software Suppliers is protected by national
and international industrial and intellectual regulations.
5.2 Any other use of the content on this Website is strictly prohibited,
including its total or partial reproduction, modification, distribution, transmission,
subsequent publication, exhibition and/or representation. In particular, any type
of use of the images contained on the BookUmrah Website outside this Website is
strictly prohibited without the express consent of BookUmrah and/or its Suppliers.
5.3 BookUmrah and other names of products, services, graphics and logos of
BookUmrah are internationally registered trademarks. The names of other products,
services and companies mentioned in this document may be registered trademarks of
their respective owners.
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6. Limitation of Liability
6.1 BookUmrah offers this Website as-is and exercises reasonable skill in
respect of its updating, maintenance and functioning, but it makes no guarantees
as regards technical faults, service infallibility, or that the system or portal
will function at all times.
6.2 BookUmrah publishes on its Website various information about the products
and services provided and offered by third parties, and it can make no representations
about the truthfulness, accuracy, completeness and updating of the data contained
in such offers. Some information is stored in cache from time to time, and will
only be verified with real time information at the time you confirm your booking.
6.3 The limitation of liability of BookUmrah is in accordance with the current
applicable legislation and particularly in terms of the sectorial regulations of
travel agencies. In any case, BookUmrah assumes no liability for any damages arising
directly or indirectly from the contract between the Travel Supplier and the Consumer
relating to the purchase of a product or service offered on its Website.
6.4 BookUmrah's liability for damages shall at all times be limited to the
fees received by BookUmrah for the services provided, subject to the applicable
local implementation of Directives 93/13/EEC and Directive 90/314/EEC. Nothing in
this term is intended to affect your rights as a consumer.
6.5 BookUmrah and/or companies from the Hasan Travel Group are not liable
in the even there are deficiencies with reservations, confirmations and/or execution
of any trips or services purchased through BookUmrah due to reasons of force majeure
(including, but not limited to, political, economic, security or climatic disorder
that affects safety).
6.6 Without prejudice to the limitations set out in this clause 8, BookUmrah
shall in no event be liable in respect of any claim in relation to products or services
purchased on our Website unless a written notice of the claim is given by you to
us within a period 12 months from the date of the booking.
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7. Links to other Websites
7.1 The BookUmrah Website may contain links to other Websites that are not
managed by BookUmrah, which are included only for reference purposes. BookUmrah
does not exercise any control over these Websites nor is it responsible for their
content. You acknowledge that the use of such websites will be done at your own
risk.
7.2 The inclusion of links to other Websites does not imply that BookUmrah
promotes, vouches for, guarantees or recommends these sites. These links are only
used as informative references, without any valuation of the content, owners, services
or products offered therein.
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8. Other generally applicable terms
8.1 Passengers' rights under EC Regulation 261/2004.
If you are travelling into or out of the EU, or on an EU carrier, you may have rights
which you can assert against the relevant airline in the event that your flight
is cancelled, delayed or you are denied boarding.
8.2 Queries and complaints relating to your booking
Please contact our customer services team if you have any other enquiries or complaints
relating to your booking prior to departure. If you have a complaint relating to
a Travel Supplier and/or hotel during your stay, please ensure that you officially
log your complaint with the relevant Travel Supplier and/or hotel prior to your
return.
8.3 Customer behaviour
It is your responsibility to ensure that you do not behave in a way which is inappropriate
or causes offence or danger to others or which risks damage to property belonging
to others (including but not limited to drunkenness and/or air rage) while on your
holiday or using a service/product. If your behaviour is inappropriate and/or causes
offence, or damage to others, or risks damage to property belonging to others, we
and/or our Travel Suppliers (eg airline staff) may cancel you booking, in which
case our and our Travel Supplier's responsibility to you will cease immediately
and you will not be eligible for any refunds, payments of compensation and/or any
reimbursement of any cost or expenses you may incur as a result of such termination.
Further, you will be liable to reimburse us for any expenses we incur as a result
of such termination.
If your behaviour or the behaviour of any members of your travelling party causes
any aircraft to be diverted, BookUmrah and/or the carrier will hold you and those
members jointly and individually liable for all costs incurred as a result of that
diversion. This may also result in you being denied boarding on your return flight
at the discretion of your airline as per their conditions of carriage.
We cannot accept liability for the behaviour of others in your accommodation, or
flight, or for any facilities/services withdrawn as a result of their action.
8.4 Entire Agreement and Severability Clause
8.4.1 These Terms and Conditions contain the entire agreement between the
parties in relation to its subject matter.
8.4.2 If at any time any part of these Terms and Conditions (including any
one or more of the clauses of these Terms and Conditions or any sub-clause or paragraph
or any part of one or more of these clauses) is held to be or becomes void or otherwise
unenforceable for any reason under any applicable law, the same shall be deemed
omitted from these Terms and Conditions and the validity and/or enforceability of
the remaining provisions of these Terms and Conditions shall not in any way be affected
or impaired as a result of that omission.
8.5 Changes to General Terms and Conditions
BookUmrah reserves the right to change or update these T&Cs from time to time without
prior notice to you. The current version of the T&Cs will be displayed within the
Website from the date on which any changes come into effect. Continued use of the
Site following any changes to the Terms and Conditions shall constitute your acceptance
of such changes.
8.6 Assignment
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9. Law and jurisdiction
These General Terms and Conditions, as well as any relation between BookUmrah and
the User, shall be governed by the laws of England & Wales. To the extent legally
permitted both parties are subject to the jurisdiction of the Courts of the city
of London for any litigious issue arising from the existence, content and/or interpretation
of these General Terms and Conditions or from any relation between BookUmrah and
the User. The European Commission provides for an online dispute resolution platform,
which you can access here: http://ec.europa.eu/consumers/odr/.
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10. Appendix 1- Information and conditions for flights.
Flights
We act as intermediary in the purchase of Your air ticket. The contract of carriage
is between you and your Travel Supplier and will be subject to their terms and conditions.
Fare Rules: For itineraries consisting of different routes and more than
one base fare, more than one set of fare rules may apply. In this instance, the
most restrictive fare rules will be applied. Please ensure you read all fare terms
and conditions relating to your booking. There can be additional terms which are
specific for each fare. For example, tickets are normally non-changeable and non-refundable
and most airlines reserve the right to make schedule changes and cancel confirmed
bookings. We are not responsible for such actions and We will provide all reasonable
assistance You may need through Our Customer Service team.
No show: If you have purchased a return ticket, a ‘no show’ for the outward
journey may result in your return ticket being cancelled by the airline. Changes
and cancellations cannot be made by email but you may contact Our Customer Service
team by phone.
Combination Flights: In certain cases, in order to provide special return
fares, We combine two one way fares on different airlines or on the same airline.
This means that you will have two separate bookings (one for your outbound flight
and one for your inbound flight) and each booking will have its own fare rules.
If you need to cancel one of the flights, it is possible to keep the other without
incurring any additional charges. Any cancellations, schedule changes or other modifications
to one of the flights will not affect the other flight, and the fare rules of the
other flight will still apply. For example, if you cancel one of the flights, the
other airline is not obliged to refund the other part of the journey and offer you
a change of itinerary. You may incur costs of any change with the other flight if
it is necessary. Flights must be used in the order set out in your itinerary - eg
a failure to use the outbound flight or first stage of a journey could invalidate
the rest of the ticket.
Additional Services: Airlines may charge for additional services such as
checked baggage, airport check-in, preferred seating, flight entertainment (if available),
food, drink and snacks etc. Any charges for these additional services are not included
in the price of your air ticket unless explicitly provided otherwise and must be
paid to the airline directly. We are not responsible for any additional costs incurred
and advise you to contact the relevant airline to add any additional services and
verify charges.
Baggage Allowance: Please check your baggage allowance by visiting the airline’s
website. Please note if your flight includes more than one route, you may have different
baggage allowances. This can even be the case when flying with the same airline,
if for instance one flight is international and the other is domestic. This may
mean that you are charged for any luggage in excess of the lower limit on the flight
which has the lower luggage limit.
Check-in:" Always ensure you check the minimum check-in time for your flight.
The recommended minimum check-in time for international flights is 180 minutes prior
to departure and for domestic flights, 90 minutes before departure. Nevertheless,
it is possible that some airports and/or airlines may require a longer time. If
you have purchased a return ticket, the airline requires you to confirm your return
flight booking at least 72 hours before travel. If you do not reconfirm your return
journey directly with the airline, it could be cancelled. It is highly recommendable
(especially if You are travelling first class), that you check in with enough time
if you have special requests regarding your seat. We have no control over the assignment
of seats, even if they are reserved previously with the airline, and it cannot be
guaranteed that specific seats are available on departure. "
Transfers: We are not responsible for any cost incurred for transfers between
airports or terminals.
Stop Overs: It may be possible that flights with special fares or better
prices do not necessarily take the most direct route. Some itineraries require a
change of plane en route. A flight described as direct is when there is no need
to change planes during the trip. Nevertheless there could be stops en route to
refuel or drop off/collect passengers. The details of stopovers will be provided
during the booking process and will be clearly identified both on the Website and
on your itinerary, which We will send you when you make your booking.
Time: Flight timings are provided by airlines and are subject to Air Traffic
Control restrictions. All means of transportation are subject to weather conditions
and the need for constant maintenance and the ability of passengers to check in
on time. There is no guarantee that transport will depart at the times stated on
any itinerary or tickets which you receive. All timings are estimates only, and
We do not have any liability to you for any delay which may arise or for any schedule
alterations. If you are notified of any change to your travel arrangements directly
by the Travel Supplier, it is your responsibility to act upon this information and
update Us if the change will impact any other part of your travel arrangements.
Low-cost airline flights
This section refers to flight bookings only. If you have booked a low-cost airline
flight as part of a Flight + Hotel package, please refer to section 4.6 above.
In the event low-cost airlines are included in your flight search, we will search
the low-cost airline database, and then if you choose to buy, we will process the
booking on your behalf. You may receive a confirmation email directly from the low-cost
airline.
Your contract will be with the relevant low-cost airline. You will be subject to
the terms and conditions of the low-cost airline. These can be viewed before you
complete your booking, by clicking on the Terms and Conditions link, upon request
from our call centres and after booking on your confirmation email or on the low-cost
airline's website.
Please note that low-cost airlines may depart from smaller, regional and/or secondary
airports.
Denied Boarding Regulations
Where a flight ticket is downgraded or a flight cancelled, delayed, or boarding
is denied by any carrier in circumstances which would entitle you to compensation
under the Denied Boarding Regulations 2004, then you are obliged to claim the appropriate
sums pursuant to those Regulations from the carrier. Any sums received by you in
this respect constitute the full amount of your entitlement to compensation for
all matters flowing from the carrier's actions and which fall within the scope of
the Denied Boarding Regulations.
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11. Appendix 2 - Conditions for hotels and accommodation.
Contracts for hotel and other accommodation booked through our site shall be with
the relevant Travel Supplier and subject to their terms and conditions.
Specific terms and conditions for cancellations and modifications will be available
to view on Our Website during the booking process or by prior request to Our Customer
Service centre and will also be explained in your confirmation email. When you modify
a booking, it is your responsibility to ensure that it does not conflict with any
other product or service you have purchased.
Classifications. We offer star ratings as a general guide. You should be aware that
these are not necessarily the official local rating and that standards can vary
between hotels and accommodation of the same class in different countries, and even
in the same country. Different countries have different standards; a 3 star hotel
in one country is not necessarily equivalent to a 3 star hotel in another.
Check-in / Checkout times - Generally guests can check into a hotel or other accommodation
around 3pm and check out at 11am, local time. However, local variances may apply.
Check-in and check-out times will normally be displayed on your hotel booking confirmation
email. Should you require more information, please contact us.
Images - While we endeavour to ensure that property images and descriptions of amenities
and facilities displayed on BookUmrah are an accurate and up to date representation
of the properties, we cannot guarantee this always to be the case as we obtain this
information from our Travel Suppliers. The images and information are provided to
give a general "feel" for the hotel.
Images of room types do not necessarily represent the bed configuration of the room
being purchased. For example, a triple room in Makkah may consist of one double
bed and one single bed or a double room in Austria may consist of two single beds.
Also, there may be an additional charge for extra beds or cots. Please contact the
hotel directly to confirm the exact bed configuration before purchase if required.
Breakfast is not included unless otherwise stated. Although we endeavour to apply
full taxes within our services, some hotels may charge additional local taxes.
Unless we have provided you with specific cancellation terms, please be aware that
in the event of cancellation or no show you will normally be required to forfeit
the entire booking amount. If you are advised of a date by which you can cancel
and if applicable a cancellation fee then after this date if you cancel or do not
show up, the full amount is payable.
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