Terms & Conditions

1. Reserving Your Holiday & Booking Confirmation

On receipt of your request and deposit (or full payment), we will confirm your booking and issue a confirmation invoice detailing your travel arrangements. From that point, cancellation charges apply.

Please note that a telephone booking confirmation or electronic invoice is as firmly binding as if made in writing at that time. By booking a tour, flight, accommodation, travel advice, or any service with our company, you accept all terms and conditions on behalf of all members of your party.

Electronic Signature Notice: Failure to electronically sign the invoice within 24 hours will be considered as signed and acknowledged, as this is an authentic source of communication between us.

2. Price Guarantee & Surcharges

• Charter Flight Arrangements: Prices shown on confirmation invoices for charter arrangements will not be subject to surcharges once confirmed.
• Scheduled Flight Arrangements: Scheduled airlines reserve the right to increase fares at any time. Prices are ONLY guaranteed once full payment has been received and tickets are issued. Deposit payment alone does not guarantee seats or prices.
• Government Actions & Tax Levies: Our price guarantee cannot cover increases resulting from direct government action, such as VAT implementation, passenger levies, or airline fuel surcharges.

3. Deposits, Payments & Fare Differences

A minimum deposit of 50% of the grand total is required to secure your booking. Deposits secure reservations but do NOT lock in airline fares until tickets are issued. It is in your best interest to settle the balance at the earliest to prevent fare increases.

Balance payments must be settled by the due date on your confirmation. For certain phone or late bookings, immediate full payment may be required prior to receipt of confirmation. Failure to pay balance amounts when due may lead to booking cancellation, leaving you liable for cancellation fees.

4. Changes to Your Booking

Minor Changes by Us:

If minor changes are required for your holiday arrangements, we will inform you as soon as possible.

Major Changes by Us:

If before departure we are forced to make a major change (such as a departure shift of more than 12 hours or a change of destination airport—excluding co-terminal airports), it will be strictly due to circumstances beyond our control. In such cases, we will inform you immediately and offer you the choice to:

1. Accept the alternative arrangements offered;
2. Select an alternative available holiday of similar value; or
3. Cancel your booking with a full 100% refund of all monies paid to us.

Amendments Requested by You:

If you wish to change your arrangements after confirmation, an amendment fee per person plus any airline/hotel difference charges will apply. All changes must be requested in writing by the lead passenger.

5. Cancellation Policy & Financial Cooling-Off Period

Cancellations must be submitted in writing by the lead passenger who made the booking. Charges are calculated from the date written notice is received:

• Pre-Ticket Issuance: Cancellation of Umrah packages prior to ticket issuance will incur a 50% administration fee per passenger deducted from your initial deposit.
• Post-Ticket Issuance: Issued airline tickets, charter flights, and package vouchers are 100% non-refundable and carry full cancellation penalties.
• 14-Day Financial Cooling-Off Period (Insurance/Financial Products): Financial products and insurance sold by distance means are subject to a 14-day cooling-off period (30 days for life/pension products). Insurers or brokers must refund monies paid within 30 days, retaining a reasonable admin fee ($25.00 / £25.00 per person) and cover for days active.

6. Financial Protection (ATOL Protection for UK Pilgrims)

ATOL is a protection scheme for air holidays and flights managed by the UK Civil Aviation Authority (CAA). All UK tour operators selling flight-inclusive packages are required by law to hold an Air Travel Organiser's Licence (ATOL).

7. Passports, Visas, Mahram & Saudi Health Requirements

Passengers are strictly responsible for carrying valid travel documentation.

• Passport Validity: Passports must be valid for at least 6 months beyond your scheduled return journey date.
• Visa Processing: Visas are subject to Saudi Embassy & Ministry of Hajj & Umrah approval and cannot be guaranteed under any circumstances. In case of embassy delays, the company is not liable for associated flight/hotel modification fees.
• Mahram Regulations: Female pilgrims and children must travel accompanied by a male Mahram (husband, father, brother, or son). Proof of relationship (marriage or birth certificate) is required. Women aged 45 or older may travel with an organized group provided a notarized No Objection Certificate (NOC) from their Mahram is submitted.
• Non-Muslim Name Applicants: Applicants holding non-Muslim names must submit an official certificate from a recognized Mosque or Islamic Center confirming their faith.
• Vaccination Requirements: All incoming pilgrims must provide a valid Meningococcal Meningitis vaccination certificate issued no less than 10 days and no more than 3 years prior to arrival in Saudi Arabia.

8. Accommodation Standards in Saudi Arabia

Hotel star ratings in Makkah and Madinah are governed by Saudi Arabian standards, which may differ from UK or US classification systems. Hotel room occupancies during peak Umrah seasons may range from 3 to 7 persons per room depending on package configuration.

We reserve the right to provide alternative hotel options of equivalent standard if agreed options become unavailable due to Saudi supplier overbooking.

9. Flight Schedules, Baggage & 72-Hour Reconfirmation

• Flight Reconfirmation: You MUST reconfirm outbound and inbound flight schedules at least 72 hours prior to departure. The company is not liable for costs incurred due to failure to reconfirm.
• Airport Check-in: We strongly recommend arriving at the airport 3 hours before intercontinental flights and 2 hours for domestic/European flights. Check-in closes 1 hour prior to departure.
• Baggage & Meals: Baggage allowances and meal requests are submitted to airlines in good faith but remain at the airline's discretion.

10. Passenger Conduct, Behavior & Local Laws

When booking with us, you accept responsibility for your conduct and any damage caused by members of your party. You must abide by all local customs, Islamic decorum, and laws of the Kingdom of Saudi Arabia.

If in our opinion or the opinion of any hotel manager, airline staff, or tour leader your behavior causes distress, danger, or property damage, we reserve the right to terminate your travel arrangements immediately without refund or liability for return transportation.

11. Force Majeure & Limitation of Liability

We accept no liability and shall not pay compensation for alterations, delays, or cancellations caused by unforeseeable events beyond our control (Force Majeure). These include war, civil strife, terrorist activity, industrial disputes, air traffic control congestion, natural disasters, severe weather, airport closures, or scheduled airline cancellations.

All personal baggage, mobile devices, and valuables are carried at the owner's risk at all times. Suitable comprehensive travel insurance is strongly recommended for all pilgrims.

12. Data Protection (GDPR) & Governing Law

By consenting to this agreement, you grant permission for Al-Musrat (trading as Trip2Go Global) to process your personal data in accordance with the General Data Protection Regulation (GDPR) strictly to fulfill your travel, hotel, and visa arrangements.

Jurisdiction: Contracts for travel and accommodation arrangements fall under English Law and Jurisdiction for UK clients. Issues and services occurring within the Kingdom of Saudi Arabia fall under Saudi Law and Jurisdiction between the client and local service providers.