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Important information about our services and policies
These Booking Terms & Conditions apply to bookings made with Ihram Travels for Umrah, Hajj, flights, accommodation, transfers, visas and other travel-related services.
By making a booking, paying a deposit or balance, or otherwise confirming your acceptance of a quotation or itinerary, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
These Terms are intended to provide clear information about the booking process, payment arrangements, cancellations, amendments, travel requirements and responsibilities of both the customer and Ihram Travels.
1.1. All quotations, itineraries and prices provided by Ihram Travels are subject to availability and are not confirmed until the required payment has been received and the booking has been formally confirmed by us.
1.2. Prices, flight availability, hotel availability, room types, airline schedules, visa requirements, transportation arrangements and other travel services may change before confirmation.
1.3. A quotation or itinerary does not constitute a confirmed booking unless expressly stated otherwise in writing by Ihram Travels.
1.4. Once a booking has been confirmed, the services included in that booking will be subject to the terms and conditions of the relevant airline, hotel, visa authority, transport provider, supplier and other service provider.
1.5. Customers should carefully check their confirmation documents, including names, dates, destinations, flight details, hotel information, room occupancy and other services, and notify us immediately if any information is incorrect.
2.1. Unless otherwise stated, prices quoted by Ihram Travels are in British Pounds Sterling (GBP).
2.2. The total price will be stated in the quotation, invoice or booking confirmation provided to the customer.
2.3. A booking may require a deposit or full payment depending on the travel arrangements, supplier requirements and departure date.
2.4. A booking is not considered fully confirmed until the required payment has been received and confirmation has been issued by Ihram Travels.
2.5. Failure to make payment by the stated deadline may result in the cancellation of the booking, loss of availability or an increase in price.
2.6. Where a supplier requires earlier payment, the customer's payment deadline may be earlier than the general balance deadline stated by Ihram Travels.
2.7. Prices may include only the services specifically listed in the quotation or itinerary. Any additional services requested after confirmation may incur additional charges.
2.8. Any mandatory taxes, local charges, tourist taxes, hotel charges, resort fees, municipal fees or other charges imposed by a destination, hotel, airline, government authority or supplier will be payable where applicable and where not already included in the quoted price.
3.1. Deposits are normally used to secure flights, accommodation, visas, transportation or other travel arrangements on the customer's behalf.
3.2. Once a deposit has been paid, it may become non-refundable where the relevant supplier has imposed non-refundable or non-recoverable charges.
3.3. Ihram Travels will clearly communicate any known non-refundable element of the booking before or at the time of confirmation.
3.4. Where a deposit is described as "non-refundable", this does not affect any rights available to the customer.
4.1. Cancellation requests must be submitted to Ihram Travels in writing.
4.2. Cancellation charges will depend on the terms applicable to the particular booking and the charges imposed by airlines, hotels, visa providers, transport companies and other suppliers.
4.3. Where a service is non-refundable or non-changeable under the supplier's terms, the corresponding amount may not be recoverable.
4.4. Customers should not assume that a cancellation request automatically results in a refund.
4.5. Any refundable amount will normally be calculated after deduction of applicable supplier charges and any other permitted charges relating to the booking.
5.1. Requests to change passenger names, travel dates, flights, hotels, room types, transfers or other services must be made in writing.
5.2. Changes are subject to availability and may not be possible after confirmation.
5.3. Where a change is permitted, the customer may be required to pay supplier amendment fees, fare differences, hotel rate differences, administrative charges or other applicable costs.
5.4. Name corrections and passenger-name changes are particularly subject to airline and supplier rules and may be restricted or prohibited.
5.5. Ihram Travels cannot guarantee that any requested amendment will be accepted.
6.1. Flight arrangements are subject to the airline's conditions of carriage.
6.2. Flight schedules, departure times, aircraft, routes, baggage allowances, seating arrangements and other operational details may be changed by the airline.
6.3. Customers are responsible for checking their final travel documents and ensuring they arrive at the airport within the time recommended by the airline.
6.4. Optional services such as seat selection, additional baggage, meals, priority boarding and other airline extras may incur additional charges.
6.5. Where an airline cancels, delays or materially changes a flight, Ihram Travels will assist the customer in accordance with the applicable airline rules and any statutory rights that apply to the booking.
6.6. Ihram Travels is not responsible for costs arising from a customer's failure to comply with airline check-in, baggage, documentation or boarding requirements.
7.1. Hotel accommodation is subject to availability and confirmation by the relevant hotel or accommodation provider.
7.2. Hotel facilities, room categories, views, bedding configurations and services may vary from the descriptions provided at the time of booking.
7.3. Hotel star ratings and classifications may differ between countries and booking systems.
7.4. Check-in and check-out times are determined by the hotel.
7.5. Hotels may require a security deposit, payment card authorization or additional charges upon check-in.
7.6. Any charges incurred personally by the customer at the hotel, including room service, minibar, telephone charges, laundry, damage charges, additional meals, upgrades or other personal expenses, are the customer's responsibility.
7.7. Ihram Travels will not be responsible for charges incurred directly by the customer with the hotel that are outside the services included in the confirmed booking.
8.1. Umrah and Hajj arrangements may include flights, accommodation, visa assistance, transportation and other services depending on the package selected.
8.2. The exact services included in a customer's booking will be those expressly stated in the customer's quotation, invoice and final itinerary.
8.3. Religious, immigration, visa and travel requirements may change at short notice. Customers are responsible for complying with all applicable requirements.
8.4. Ihram Travels may assist with visa processing where visa services are included in the customer's booking. However, the final decision to issue, refuse, delay or cancel a visa rests with the relevant government authority.
8.5. Payment for a visa application or visa-related service does not guarantee that a visa will be issued.
8.6. Where a visa is refused, delayed or cancelled, the financial consequences will depend upon the applicable supplier terms and any rights available under applicable law.
8.7. Customers must provide accurate and complete information and documentation required for visa processing.
8.8. Ihram Travels will not be responsible for consequences arising from incorrect, incomplete, expired or misleading information supplied by the customer.
9.1. Every traveler is responsible for ensuring that they possess valid travel documents and meet all entry, visa, immigration and health requirements applicable to their nationality and destination.
9.2. Passport validity requirements may vary according to destination and nationality. Customers should confirm the current requirements before travelling.
9.3. Customers must provide accurate passport details when requested.
9.4. Ihram Travels is not responsible for a traveler being refused boarding, entry or immigration clearance because of invalid or insufficient documentation, visa issues, immigration restrictions or failure to meet applicable requirements.
9.5. Where we provide visa guidance, such guidance is based on information available to us at the relevant time and should not be treated as a guarantee of visa approval or entry.
10.1. Customers are responsible for complying with health, vaccination, medical and public-health requirements applicable to their destination and travel dates.
10.2. Requirements for travel to Saudi Arabia may change according to government regulations and the relevant authorities.
10.3. Customers should obtain appropriate medical and vaccination advice from qualified healthcare professionals where necessary.
10.4. Ihram Travels cannot guarantee that a particular health requirement will remain unchanged between the date of booking and the date of travel.
11.1. We strongly recommend that all travellers obtain comprehensive travel insurance immediately after booking.
11.2. Appropriate insurance should consider cancellation, curtailment, medical expenses, emergency assistance, baggage and personal belongings, missed departures and other relevant risks.
11.3. Customers should carefully read their insurance policy to ensure that it provides adequate cover for their individual circumstances.
11.4. Ihram Travels does not accept responsibility for losses that could reasonably have been covered by suitable travel insurance.
Customers are responsible for:
13.1. Airlines, hotels, transport companies, visa authorities and other suppliers may occasionally make operational changes.
13.2. Where a supplier changes or withdraws a service, Ihram Travels will make reasonable efforts to assist the customer and, where applicable, provide suitable alternatives in accordance with the supplier's terms and applicable law.
13.3. Where the law provides a right to an alternative arrangement, price reduction or refund, such rights will not be excluded by these Terms.
14.1. Ihram Travels will not be responsible for circumstances beyond its reasonable control, including but not limited to terrorism, civil unrest, natural disasters, war, epidemics or pandemics, government restrictions, border closures, significant security events, industrial disputes, airline disruption or other unavoidable and extraordinary circumstances.
14.2. Where such circumstances affect a booking, we will communicate with the customer and take reasonable steps to assist with possible available alternatives.
15.1. If a customer experiences a problem during their trip, they should notify the relevant service provider and Ihram Travels as soon as reasonably possible so that we have an opportunity to assist.
15.2. Customers should report urgent problems immediately where failure to do so could make the problem more difficult to resolve.
15.3. Formal complaints should be submitted in writing after travel, together with relevant supporting information.
15.4. We aim to investigate complaints fairly and respond within a reasonable time.
16.1. Depending on the booking, Ihram Travels may act as an organiser, retailer, agent or intermediary for travel services.
16.2. The role of Ihram Travels will depend on the nature of the booking and the contractual arrangements applicable to that booking.
16.3. Where a service is supplied by a third-party provider, that provider's terms and conditions may also apply.
17.1. Where a booking is protected under the ATOL scheme or another applicable financial protection arrangement, the relevant protection details will be provided to the customer in the required documentation.
17.2. Customers should check their booking confirmation and any financial protection certificate carefully to understand what services are protected.
18.1. We will make reasonable efforts to communicate any special requests to airlines, hotels and other suppliers for our customers.
18.2. Special requests cannot be guaranteed unless expressly confirmed in writing.
18.3. Examples include adjoining rooms, specific beds, wheelchair assistance, dietary requirements, particular room locations and other personal preferences.
19.1. Customers travelling with children are responsible for ensuring that the correct passenger information and documentation is provided.
19.2. Airline, hotel, visa and immigration requirements for children may differ from those applicable to adults.
19.3. Customers should inform us of any relevant assistance requirements before booking wherever possible.
20.1. We collect and process personal information required to provide travel services, process bookings, arrange visas, communicate with customers and comply with legal obligations.
20.2. Personal information may need to be shared with airlines, hotels, visa authorities, transport providers, payment providers, insurance providers and other relevant suppliers where necessary to fulfil the booking.
20.3. Further information about how we collect, use, store and protect personal information is contained in our Privacy Policy.
20.4. Our Privacy Policy forms part of our customer information framework but does not replace these Booking Terms & Conditions.
21.1. We aim to ensure that information displayed on our website, quotations and promotional materials is accurate and up to date.
21.2. However, prices, availability, schedules, visa requirements and other travel information may change.
21.3. The final confirmed booking documents take precedence over general promotional information where there is a difference.
22.1. Nothing in these Terms affects any mandatory legal rights available to consumers.
By confirming a booking with Ihram Travels, the customer confirms that they have had an opportunity to read and understand these Terms & Conditions and agree to be bound by the terms applicable to their booking.
Where specific booking conditions, supplier conditions or package-travel information apply to a particular booking, those conditions will be provided to the customer as part of the booking documentation.
By confirming a booking, making any payment, or accepting an itinerary or quotation from Ihram Travels, the customer confirms that they have read, understood and agreed to all applicable Booking Terms & Conditions, Cancellation and Refund Policy, Payment Terms, Travel and Visa Requirements, Privacy Policy, and any specific conditions relating to the services booked. These policies, together with the customer's booking confirmation and agreed itinerary, form the basis of the booking and govern the services provided by Ihram Travels. The customer acknowledges that travel arrangements may be subject to the terms and conditions of airlines, hotels, visa authorities, transport providers, suppliers and applicable laws and regulations. Ihram Travels reserves the right to update or amend its policies where reasonably necessary, and any rights or obligations provided to the customer under applicable law shall remain unaffected. By proceeding with the booking, the customer acknowledges and accepts these terms in full.
Your journey deserves more than a booking — it deserves trust, care and peace of mind. At Ihram Travels, we are committed to handling every arrangement with professionalism, honesty and attention to detail. From your initial booking to your return journey, our aim is to make your travel experience as smooth, comfortable and worry-free as possible.
Your journey is important to us. Your trust is our responsibility.