Al Noor Travel UK – Terms & Conditions

About these terms

These terms explain how we work with you when you book a Hajj, Umrah or Islamic tour with Al Noor Travel UK. Please read them before you pay any money, because they form the agreement between you and us.

Who we are. Al Noor Travel UK is a trading name of Travixum Ltd, a company registered in England and Wales (company number 13555073). Our office is at Suite No. 5, The Old Dispensary, 30 Romford Road, Stratford, London, E15 4BZ.

Words we use. In these terms:

• "we", "us" and "our" mean Travixum Ltd trading as Al Noor Travel UK.
• "you" and "your" mean the lead passenger and every person named on the booking.
• "lead passenger" means the person who makes the booking. This person must be at least 18 years old.
• "package" means a trip that includes two or more travel services, such as flights with a hotel.
• "land only" means a booking without flights, where you arrange your own air travel.
• "supplier" means an airline, hotel, transport company or other business that provides part of your trip.

Who these terms cover. The lead passenger accepts these terms for everyone on the booking. The lead passenger is responsible for all payments and for passing our messages to the rest of the group.

Updates. We may update these terms from time to time. The version shown on our website on the day you book is the one that applies to your trip.

Making a booking

Your booking is confirmed when we receive your deposit and send you a written confirmation. Until then, prices and places are not held for you.

• You can book by phone, by WhatsApp, through our website or at our office.
• Give us every passenger's name exactly as it appears on their passport. Airlines charge for name corrections and some do not allow them at all.
• Check your confirmation as soon as it arrives. Tell us within 48 hours if anything is wrong, as later corrections may cost money.

Prices

The price of your trip is the price shown on your confirmation. Prices on our website and in adverts are per person, are based on people sharing a room, and can change until you book.

• Your confirmation lists what the price includes, such as flights, visa, hotels and transfers.
• Unless your confirmation says so, the price does not include travel insurance, meals, vaccinations, personal spending, excess baggage or Qurbani.
• After you book, we will only raise the price if our own costs rise because of fuel charges, government taxes or exchange rates. We will not raise the price in the last 20 days before you travel.
• If a rise is more than 8% of the package price, you may accept it, or cancel and receive a full refund.
• We do our best to keep prices correct. If we find a clear mistake in a price, we will tell you and give you the choice to pay the correct price or cancel with a full refund.

Deposit and payments

You pay a deposit of £30 per person to secure your booking, then pay the rest in monthly instalments.

• We charge no interest and no admin fee on instalments. You may pay early at no extra cost.
• If you book less than 8 weeks before departure, the full price is due when you book.
• Some flights and Ramadan or Hajj bookings need a larger payment early, because airlines and hotels ask us to pay them in advance. We will tell you this before you book.
• If a payment is late, we will remind you. If it is still unpaid 7 days after the reminder, we may treat the booking as cancelled by you, and the charges in section 6 will apply.
• We send tickets, visas and travel documents only after the full balance is paid.

If you want to change your booking

Tell us in writing as soon as you can, and we will try to make the change. Changes depend on what the airline and hotel allow, so we cannot promise them.

• Each change costs £50 per person as our admin fee, plus any charge the airline, hotel or other supplier makes.
• Most airline tickets cannot be changed once issued. A change of date or name may mean buying a new ticket at the price on that day.
• You may pass your place to another person who meets all the travel conditions. Tell us at least 7 days before departure. You and the new traveller must both pay the costs of the transfer.

If you want to cancel

The lead passenger must cancel in writing, by email or by letter. The cancellation counts from the day we receive it.

We pay airlines and hotels well before you travel, so the charge grows as departure gets closer.

• If a ticket has already been issued, the airline's own cancellation charge applies as well. This can be the full cost of the ticket.
• Visa fees cannot be refunded once we have applied for the visa.
• If your travel insurance covers the reason you cancelled, you may be able to claim these charges back from your insurer.
• We pay any refund to the person who paid us, using the same payment method, within 14 days of agreeing the amount.

Serious events at your destination. You may cancel before departure with a full refund and no charge if a serious and unavoidable event at or near your destination greatly affects the trip or your journey there. An example is the UK Foreign, Commonwealth and Development Office advising against travel to the area.

If we change or cancel your booking

We plan trips many months ahead, and sometimes we have to make changes. We will always tell you as quickly as we can.

Small changes. These include a change of airline, a flight time moving by less than 12 hours, or a move to a hotel of the same or higher standard in a similar location. No compensation is due for small changes.

Major changes. These include a move to a lower grade of hotel, a change of UK departure airport to a different region, or a flight time moving by more than 12 hours. If we make a major change, you can choose to:

1. accept the change;
2. take another trip from us, with a refund of the difference if it costs less; or
3. cancel and receive a full refund of everything you have paid.

Please give us your choice within 7 days of our message. If we do not hear from you, we will contact you once more before treating the change as accepted.

If we cancel. We will not cancel your trip in the last 8 weeks before departure, unless you have not paid or something outside our control forces us to. If we cancel, you will receive a full refund within 14 days, or you may choose another trip.

Group trips. Some group departures need a minimum number of travellers. If the number is not reached, we may cancel and will tell you at least 20 days before departure.

Flights

Your flights are operated by the airline, and the airline's own conditions of carriage apply alongside these terms.

• Flight times on your confirmation are a guide. The times on your ticket are the correct ones, so check them again 72 hours before you fly.
• Arrive at the airport at least 3 hours before departure. If you miss your flight, we cannot refund it.
• Baggage allowance, seats and meals are set by the airline. Zamzam water allowance also depends on the airline.
• If your flight is delayed or cancelled, you may have rights against the airline under UK air passenger law. We will help you where we can.
• If you do not use your outbound flight, the airline will normally cancel your return flight.

Hotels

We book the hotel named on your confirmation, or one of the same standard if a change is needed.

• Star ratings follow the local system in Saudi Arabia and may differ from UK standards.
• Distances to the Haram are approximate and are measured from the nearest edge of the Haram area, not from the Kaaba.
• Rooms are shared by two, three or four people as shown on your confirmation. A single room costs extra.
• Check-in is usually after 4pm and check-out before 12 noon. Early or late use of the room depends on the hotel.
• Hotels in Makkah and Madinah are very busy in Ramadan and at Hajj. Lifts, restaurants and services can be slower at these times.

Transport and ziyarat

Transfers and ziyarat tours are included only if they appear on your confirmation.

• Transfers may be shared with other pilgrims, and you may need to wait for others to arrive.
• Road travel between Jeddah, Makkah and Madinah can be delayed by traffic, checkpoints or the authorities.
• Ziyarat tours depend on local opening rules. If a site is closed on the day, we will try to offer another, but no refund is due.

Land only bookings

If you book land only, you are responsible for your own flights. We are not responsible for costs caused by your flight being late, changed or cancelled, including missed hotel nights and missed transfers. Send us your flight details at least 14 days before you travel so we can arrange your transfers.

Passports and visas

You are responsible for holding a valid passport and the right visa for your trip. We help with the visa application, but the decision belongs to the Saudi authorities.

• Your passport must be valid for at least 6 months after your return date and have at least two blank pages.
• Umrah visas and Hajj registration are handled through the Saudi Nusuk system. Hajj places are given by the Saudi Ministry of Hajj and Umrah, not by us.
• Send us clear copies of your documents and photos by the date we give you. Late or wrong documents can delay or stop your visa.
• We cannot refund visa fees, and we are not responsible if a visa is refused, delayed or issued with different dates.
• If you do not hold a British passport, check the entry rules for your nationality before you book.
• If you are refused boarding or entry because your documents are not in order, the cancellation charges in section 6 apply.

Health and fitness to travel

Hajj and Umrah involve long walks, heat and large crowds, so please make sure you are fit to travel.

• Saudi Arabia requires certain vaccinations, such as meningitis ACWY, and the rules can change. Check the latest advice with your GP or on the TravelHealthPro website at least 8 weeks before you travel.
• Tell us when you book about any medical condition, disability or reduced mobility. We will tell you honestly whether the trip is suitable.
• Wheelchairs and special help must be requested in advance. They may cost extra and cannot always be guaranteed.
• Carry your medicines in your hand luggage with a copy of your prescription.

Travel insurance

Travel insurance is not included in our prices, and we strongly advise every traveller to buy it at the time of booking. Your policy should cover medical treatment, return to the UK in an emergency, cancellation, lost baggage and Hajj or Umrah travel in particular. Read the policy carefully and take a copy with you.

Your financial protection

Packages that include a flight are protected under ATOL number 12192, held by Travixum Ltd. ATOL is a scheme run by the UK Civil Aviation Authority that protects your money if a travel company stops trading.

• When you pay for a flight-inclusive package, we give you an ATOL Certificate. It lists what is protected and who to contact if something goes wrong. Keep it safe and check that the details are correct.
• If we are not able to provide your trip because we have stopped trading, the ATOL scheme arranges for you to finish your trip or to claim your money back.
• ATOL does not cover land only bookings, because they do not include a flight. Ask us before you book how your money is protected for these.
• You can learn more about the scheme on the ATOL website.

Your behavior

We ask every traveller to respect the holy places, local laws and other pilgrims.

• Follow the laws and customs of Saudi Arabia and any other country you visit, and the instructions of airline, hotel and group staff.
• If your behaviour causes danger, damage or serious upset to others, a supplier or our staff may refuse to carry or host you. If this happens, our duty to you ends and no refund is due.
• You must pay for any damage you cause. Pay the hotel or supplier directly before you leave.

Our responsibility to you

We are responsible for providing the services on your confirmation with reasonable skill and care. If a service is not provided as agreed, tell us and we will put it right where we can.

When we are not responsible. We do not accept responsibility for a problem that was caused by:

• you or someone in your group;
• a person who has no connection with your trip, where the problem could not have been expected or avoided; or
• an event outside our control, as described in section 18.

Limits. Except for death, injury or illness, the most we will pay for a claim is three times the price of your trip. For flights, sea and rail travel, and hotel stays, our responsibility is limited in the same way as the carrier's or hotel's under international conventions, such as the Montreal Convention for air travel.

Extras you arrange yourself. Tours, services or shopping trips that you arrange locally, and that are not on your confirmation, are not part of your contract with us.

Help in difficulty. If you are in difficulty during your trip, for any reason, we will give you reasonable help. This includes information on health services and consular help, and help to find other travel arrangements.

Nothing in these terms removes or limits any rights you have under UK law that cannot be removed, including under the Package Travel and Linked Travel Arrangements Regulations 2018.

Events outside our control

We are not responsible, and pay no compensation, when an event outside our control stops us from providing your trip as agreed. Examples include war, terrorism, civil unrest, natural disasters, extreme weather, disease outbreaks, strikes, airport or airspace closures, and decisions made by the Saudi government or any other government. This includes changes to visa rules, Hajj quotas or access to the holy sites.

If such an event forces us to cancel a package before departure, you will receive a full refund of what you paid us.

Special requests

Tell us about any special request when you book, such as a room near the lift or a certain meal. We will pass it to the supplier, but we cannot promise it will be met unless we confirm it in writing.

Complaints

If something is wrong during your trip, tell us or our local representative straight away so we can try to fix it on the spot.

1. Report the problem to the hotel, driver or our representative at the time.
2. If it is not solved, call or message us on the number in your travel documents.
3. If you are still unhappy when you return, write to us within 28 days with your booking reference and details of the problem.

We aim to reply in full within 28 days. If you do not report a problem during the trip, we lose the chance to fix it, and this may reduce any compensation.

Your personal data

We collect the personal details we need to arrange your trip, such as names, passport details and health needs. We share them only with those who need them to provide your trip, such as airlines, hotels, transport companies and the Saudi authorities. Our Privacy Policy explains how we use, store and protect your data, and your rights under UK data protection law.

Using our website

We try to keep the information on our website correct and up to date, but details such as prices, hotel photos and availability can change. Your confirmation is the final record of what you have booked. The text, images and logos on our website belong to us or our partners and must not be copied without our written permission.

Law that applies

These terms are governed by the law of England and Wales, and the courts of England and Wales will deal with any dispute. If you live in Scotland or Northern Ireland, you may bring a claim in your local courts instead.

Contact us

Al Noor Travel UK (Travixum Ltd) Suite No. 5, The Old Dispensary, 30 Romford Road, Stratford, London, E15 4BZ Phone: 0203 744 1300 Email: [email protected]