These Terms & Conditions ("Terms") form the basis of your contract with Tawheed Travels, a trading name of Travigence Ltd (Company No. 15101982) ("we", "us", "our"). Please read them carefully. They set out the rights and obligations of both parties and explain how bookings, payments, cancellations, refunds, liability, and jurisdiction work. By making a booking with us, you confirm that you have read, understood, and agreed to these Terms in full.
- "You", "Traveller", "Customer" — the person(s) making or included in the booking.
- "Package" — a combination of travel services sold or offered for sale at an inclusive price (e.g., flights + hotels + transport + visa assistance).
- "Supplier" — external providers such as airlines, hotels, transport companies, visa offices, or ground agents.
- "Component" — an individual element of a Package (e.g., flight ticket, hotel reservation, visa, ground transport).
- "Force Majeure" — events beyond our reasonable control (e.g., war, strikes, epidemics, natural disasters, governmental restrictions, visa system failures).
- "Significant Change" — a major change to your booking (hotel downgrade, major itinerary change, departure airport change).
- "Insignificant Change" — a minor change (small flight time adjustments, similar-quality hotel allocation, room configuration differences).
- "Issued Component" — a Component that has been confirmed, ticketed, or submitted to a Supplier on your behalf, such that the Supplier's own terms and conditions apply to that Component.
- "Instalment Plan" — an arrangement whereby payment is made in agreed stages, each stage triggering the issuance of a specific Component as set out in Section 3Section .
- "Working Hours" — Monday to Friday, 09:00–18:00 UK time; Saturday, 10:00–15:00 UK time. Closed Sundays.
For bookings such as flights-only, hotel-only, transport, or standalone visa services, your contract is directly with the Supplier. In these cases, we act solely as booking agent. We are not responsible for Supplier actions, failures, overbooking, cancellations, or service quality.
For packaged Umrah, Hajj, or combined services sold by us at a single inclusive price, Tawheed Travels is the Package Organiser and is responsible for ensuring the Package is delivered with reasonable care and skill, subject to these Terms.
All bookings are also governed by the individual Supplier's terms and conditions. These form part of your contract. Supplier terms may limit or exclude their liability. You may request copies of any Supplier's terms at any time.
Our official working hours are Monday to Friday, 09:00–18:00 (UK time) and Saturday, 10:00–15:00. We are closed on Sundays. We are not responsible for any delays, discrepancies, or issues arising from requests made outside these hours. All urgent matters should be raised during Working Hours.
Bookings may be made via our website, by telephone, or in person. A booking is confirmed only once payment of your deposit has been received and a written booking confirmation has been issued by us. The Terms in force on the date of your written confirmation apply to your booking.
A non-refundable deposit is required to secure your booking. The deposit amount will be stated clearly on your quote and invoice prior to any payment being taken. Standard deposit ranges are communicated at the time of enquiry and are subject to package type and availability. Payment of the deposit constitutes your acceptance of these Terms in full.
You must provide correct and complete information at the time of booking, including but not limited to: full passport names, passport numbers, dates of birth, nationality, contact details, and any required documentation. We are not responsible for any losses, additional costs, or issues arising from incorrect or incomplete information supplied by you.
Accepted payment methods are confirmed on your invoice. All payments must be made via the specified methods. We will issue a receipt for every payment received. We strongly recommend you retain all receipts as proof of payment.
Tawheed Travels offers customers the option to pay for their package in stages. It is essential to understand that each payment stage directly triggers the issuance of the corresponding travel Component. No Component is issued until the payment for that specific Component has been received and cleared.
| Stage | Payment | Component Issued | Refundability |
|---|---|---|---|
| Stage 1 | Booking Deposit | Package reserved and held in your name. No travel documents issued. | Non-refundable |
| Stage 2 | Flight Payment | Flight tickets issued and confirmed with the airline immediately upon payment clearance. | Subject to airline fare rules — generally nil or partial refund only |
| Stage 3 | Hotel / Land Payment | Hotel reservation(s) and ground arrangements confirmed with Saudi supplier(s). | Non-refundable once confirmed |
| Stage 4 | Remaining Balance | Umrah or Hajj visa application submitted; all remaining services finalised. | Visa fees non-refundable once submitted |
You may choose to pay the full package price in a single payment at any time. Where full payment is received, all Components (flights, hotels, and visa processing) will be initiated simultaneously. This is the fastest route to receiving a fully confirmed and documented booking.
We will not issue any Component of your package until the corresponding payment has been received and cleared. We are not responsible for:
- Unavailability of flights, hotels, or visa slots arising from delayed payment;
- Price increases in any Component between the time of your initial booking and the time the relevant payment is received;
- Any losses arising from your failure to make payments by the agreed due dates.
Payment due dates for each instalment will be confirmed in writing on your booking invoice. Failure to make any instalment payment by the agreed due date may result in the cancellation of your booking. In such cases, the non-refundable deposit will be forfeited, and any Component already issued will be subject to the cancellation terms in Section 5Section .
The package price agreed at the time of your deposit is held for the duration of the agreed payment plan, subject to Section 7Section (Price Changes). However, if a payment is not received by its due date and the booking is subsequently reinstated, prices may be revised to reflect current market rates at the time of reinstatement.
Bookings made with Tawheed Travels are strictly personal to the named passenger(s) and are non-transferable under any circumstances.
You may not transfer, assign, or pass your booking or any part of it — including flight tickets, hotel reservations, visa applications, or ground transport arrangements — to any other person. Any attempt to do so will render the booking void without refund.
If you are unable to travel, standard cancellation terms as set out in Section 5Section will apply. We strongly recommend that you obtain travel insurance that includes cancellation cover at the time of booking.
All cancellation requests must be submitted in writing to info@tawheedtravel.co.uk. A cancellation is only confirmed once you receive a written acknowledgement from us. Verbal requests to cancel will not be accepted and will not be acted upon.
The deposit paid at the time of booking is non-refundable under any circumstances. The deposit covers administrative processing costs, reservation holding fees, and initial supplier commitments made on your behalf at the time of booking.
Tawheed Travels does not operate a fixed time-based cancellation table (e.g., days before departure vs. percentage charges). Any refund you may receive upon cancellation is determined entirely by what has been issued at the time of your cancellation request and what our Suppliers are able to refund to us on your behalf. Your booking Components are issued progressively as payments are received, as detailed in Section 3Section .
Flights are ticketed as soon as your flight payment is received and confirmed. Once a ticket is issued, it is subject to the airline's own fare rules. Most airline tickets used in Hajj and Umrah packages are issued on restricted or non-refundable fares. In the event of cancellation after ticketing, we will apply to the airline on your behalf for any recoverable amount. We cannot guarantee any refund on issued flight tickets. Any amount recovered from the airline will be passed on to you in full, less any applicable airline cancellation fees and our administration charge of £50 per person.
Hotels are confirmed with our ground suppliers as soon as your hotel/land payment is received. Hotel reservations for Hajj and Umrah packages are contracted on non-refundable terms with our Saudi suppliers. No refund is available for hotel reservations once confirmed.
Visa application fees and associated service charges are non-refundable from the point at which your visa application is submitted to the relevant government authority. If your visa has not yet been submitted at the time of cancellation, the visa fee may be refundable at our discretion, subject to any supplier charges already incurred.
If you have paid the full package price in a single payment and all Components have been initiated simultaneously, cancellation will be treated as cancellation after all Components have been issued. The refund limitations in (a), (b), and (c) above apply in full. A full refund of the total package price is not available once full payment has been processed and Components have been issued.
Upon receiving your written cancellation request, we will provide you with a written breakdown of:
- Which Components have been issued at the date of cancellation;
- What has been, or is recoverable, from each Supplier;
- Our administration fee applicable to processing the cancellation;
- The total refund amount, if any, that you will receive.
Any refund due will be processed within 14 days of the date we receive the recoverable amount from our Supplier(s). Refunds will be issued via the original payment method wherever possible.
If you wish to amend your booking (e.g., change a passenger name, travel date, or accommodation type), amendments may be possible subject to Supplier availability and an administration fee of £25–£75 per change, plus any Supplier-imposed charges. If the requested amendment is not possible, standard cancellation terms under this Section will apply. All amendment requests must be submitted in writing.
Suppliers may make insignificant changes without compensation, including:
- Minor flight time changes
- Allocation of a different but equivalent-quality hotel
- Room configuration changes (e.g., twin instead of triple, bed types, or layout)
- Transport timing adjustments
- Route changes at the destination due to logistics or crowd control
Hotels allocate rooms based on availability. Specific bed types or room configurations cannot be guaranteed unless confirmed in writing by the hotel directly.
If a Significant Change occurs before your departure, you will be offered one of the following:
- An alternative arrangement of equal or higher standard (any fare difference will apply);
- A lower-standard arrangement with an appropriate price difference;
- A refund in accordance with Supplier policies and Section 9Section of these Terms.
Compensation is not payable if the change is due to Force Majeure (see Section 19Section ).
We may cancel your booking if:
- Minimum group numbers are not met;
- Our Suppliers cancel or withdraw services;
- You fail to make payments on time as agreed;
- A Force Majeure event occurs.
Where we cancel, refunds will be processed in accordance with Supplier policies and Section 9Section of these Terms. Non-refundable Components (such as issued flight tickets and confirmed hotel reservations) may not be refundable even in these circumstances.
Once your booking is confirmed in writing, we will only revise the price of your Package to reflect genuine increases in:
- The cost of carrying passengers resulting from fuel costs, airfare increases, or other airline-imposed charges;
- Taxes, fees, or levies imposed by government authorities, airlines, or destination entry requirements;
- Exchange rates where your package involves foreign currency components.
We will absorb this increase at no additional cost to you.
We will notify you in writing as soon as reasonably practicable, setting out the revised price and a clear breakdown of the reason for the increase.
You may choose to:
- Accept the revised price and continue with your booking; or
- Cancel your booking and receive a refund. However, where Components have already been issued, the refund will be limited to whatever is actually recoverable from our Suppliers at that time. If flights have been ticketed, the flight refund will be limited to whatever the airline returns to us, which may be nil or partial depending on the airline's fare rules. Hotel reservations are non-refundable once confirmed with our Saudi suppliers. We will provide a written breakdown of refundable and non-refundable amounts at the time of cancellation.
While we take every care to ensure prices displayed on our website and communicated by our staff are accurate, errors may occasionally occur. If we discover a pricing error after you have placed a booking enquiry, we will contact you as soon as possible.
You will be given the option to proceed at the correct price or to cancel your enquiry without penalty. We are not obliged to honour bookings or enquiries made at an obviously incorrect price. No binding contract exists until a formal written booking confirmation has been issued by us (see Section 3.1).
Where we are obliged to issue a refund, we will process it within 14 days of the refund becoming due. Refunds will be issued using the original payment method wherever possible.
Please note:
- Refunds for Supplier-issued elements (e.g., airline tickets, visa fees) are subject to the Supplier's own processing timeline, which may exceed 14 days. We will notify you of the expected timeline in writing and will pass on any recovered amount as soon as it is received;
- Refunds will be processed in GBP regardless of any currency fluctuation between the original payment date and the refund date;
- Any fees charged by your bank or card provider in connection with the original payment or the refund are not our responsibility.
All visa decisions (including Umrah visas, Saudi tourist visas, and EVW applications) are made solely by the relevant government authorities. We are not responsible for:
- Visa rejection, delays, system errors, or biometric issues;
- Changes in Saudi or UK immigration policy;
- Costs of re-applications;
- Losses caused by visa refusal, delay, or cancellation.
Visa fees and service charges are non-refundable once submitted to the relevant authority.
The permitted stay for all passengers is strictly based on the package selected at the time of booking. Under no circumstances may a passenger exceed the approved duration, which shall not exceed 14 days.
If a passenger overstays beyond the permitted period, a penalty of 25,000 SAR will be imposed by the Saudi authorities. The passenger is solely responsible for this fine. Tawheed Travels bears no liability whatsoever for overstay penalties.
Where hotel accommodation is arranged independently by the customer (i.e., not booked through us), the customer is fully responsible for completing the BRN verification required by the Saudi embassy. If the customer fails to provide valid BRN verification, we will not be liable for any delays, additional costs, or visa rejection arising from this failure.
The Saudi embassy reserves the right to suspend, block, or restrict Umrah visas for any nationality without prior notice. If such a restriction results in a visa refusal or cancellation, Tawheed Travels will not be responsible for any financial loss, including the cost of package components such as flight tickets, hotel bookings, or service fees already incurred.
Star ratings and quality classifications displayed on our website, in our communications, or quoted by our staff are sourced from third-party platforms including, but not limited to, Booking.com, Hotels.com, TripAdvisor, and local hotel classification bodies. These ratings are provided for general reference only and represent the aggregated opinion or classification of those third-party sources at the time of publication.
Star ratings may differ between platforms and may not reflect the official rating issued by the relevant local or national tourism authority in Saudi Arabia or any other destination.
It is the sole responsibility of the customer to:
- Independently verify the hotel's star rating, facilities, services, room types, location, and guest reviews on booking platforms such as Booking.com, Hotels.com, TripAdvisor, or the hotel's own website prior to confirming their booking;
- Satisfy themselves that the hotel meets their personal requirements and expectations before booking;
- Review the hotel's own terms and conditions regarding check-in, cancellation, access to facilities, and any additional charges.
Tawheed Travels Ltd shall not be liable for any loss, disappointment, or claim arising from a hotel's actual standard failing to meet a customer's expectations based on a displayed star rating. By proceeding with a booking, you confirm that you have been advised to conduct your own due diligence on the hotel and you accept the above disclaimer.
The standard hotel check-in time is 4:00 PM (Saudi time). If a passenger fails to arrive by 8:00 PM (Saudi time), it will be treated as a no-show by the hotel and the reservation may be cancelled by the hotel without refund.
If you expect to arrive after 8:00 PM, you must inform us during Working Hours in advance to request a late check-in arrangement. Approval of late check-in is at the sole discretion of the hotel or supplier. Tawheed Travels cannot guarantee late check-in approval and will not be responsible for any inconvenience, additional costs, or loss arising from a hotel's refusal to accommodate a late arrival.
It is the customer's full and sole responsibility to check, verify, and monitor their flight schedule, timings, terminal information, and any changes made by the airline. Airlines may change flight times or routes without prior notice to us. Any missed flight, late arrival, or no-show resulting from failure to check flight details will be the customer's sole responsibility. Tawheed Travels will not be liable for any loss, penalties, or additional charges caused by missed or delayed flights.
It is the customer's responsibility to check and confirm that they are permitted to enter or transit through any stopover destination included in their itinerary. This includes verifying visa requirements, entry permissions, transit rules, and any nationality-based restrictions. Tawheed Travels will not be responsible for any issues, denied boarding, visa problems, or additional costs arising from failure to verify stopover or transit eligibility.
All immigration procedures, decisions, and entry clearances are entirely under the control of the relevant immigration and border authorities. Tawheed Travels is not responsible for any issues arising at immigration, including but not limited to: delays, refusals, offloading, document checks, detention, questioning, or denial of entry for any reason.
If a passenger is refused entry to the destination country or any transit country by immigration authorities, Tawheed Travels will not be responsible for any resulting loss, including the cost of package components (flights, hotels, transport, or other services). All financial losses resulting from immigration refusal are the sole responsibility of the passenger.
You must ensure your passport has a minimum of nine (9) months' validity from your return date. We accept no liability for any issues arising from insufficient passport validity.
You must inform us in writing at the time of booking of any medical conditions, disabilities, reduced mobility, special dietary requirements, or other special needs that may affect your travel or your ability to participate in the package.
We will endeavour to accommodate your needs and will communicate any special requirements to the relevant Suppliers. However, we cannot guarantee that all special requests can be met, as these are subject to Supplier capability and availability.
Hajj and Umrah involve significant physical activity, prolonged walking, standing, and exposure to extreme heat and large crowds. You confirm that you are medically fit to undertake the journey and accept full responsibility for ensuring that any required medical clearances, vaccinations, or authorisations are obtained prior to travel.
We are not responsible for any deterioration in a passenger's health or any incident arising from a pre-existing medical condition that was not disclosed to us at the time of booking.
You are responsible for ensuring that you and all passengers on your booking:
- Hold a valid passport with at least nine (9) months' validity from the return date;
- Obtain all required vaccinations, health certificates, or medical clearances;
- Comply with all local laws, regulations, and religious requirements at the destination;
- Arrive on time for all flights, transfers, and hotel check-ins;
- Retain all payment receipts, booking confirmations, and travel documents issued;
- Adhere strictly to the visa-permitted duration of stay;
- Act responsibly, respectfully, and safely throughout the journey.
We reserve the right to terminate your booking without refund if you or any person on your booking behaves in a manner that:
- Causes danger, disruption, or distress to other passengers or staff;
- Is abusive, threatening, or harassing toward our staff, Supplier staff, or fellow travellers;
- Violates local laws, hotel rules, or religious codes of conduct;
- Could result in criminal charges or legal proceedings.
Any additional costs arising from early termination (including repatriation costs, alternative accommodation, or penalties) will be borne entirely by you.
Where Tawheed Travels acts as Package Organiser, we are responsible for ensuring the Package is delivered with reasonable care and skill by our Suppliers.
To the maximum extent permitted by applicable law, our total liability to you is limited to the total cost of your booking. We are not liable for:
- Illness, injury, or death caused by your own negligence or pre-existing medical condition;
- Losses due to Force Majeure (see Section 19Section );
- Third-party Supplier failures where we acted solely as booking agent;
- Loss of enjoyment, emotional distress, or indirect/consequential losses;
- Delays, cancellations, or overbookings by airlines or hotels;
- Lost, stolen, or damaged luggage or personal belongings;
- Issues arising from incorrect or incomplete information provided by you;
- Any loss arising from your failure to comply with these Terms.
International conventions (including the Montreal Convention for air travel) may apply to and further limit any claim.
We shall have no liability, obligation to refund, or obligation to compensate where an event beyond our reasonable control prevents, delays, or materially affects your travel. Force Majeure events include but are not limited to:
- War, terrorism, civil unrest, or political instability;
- Natural disasters, earthquakes, or severe weather events;
- Epidemics, pandemics, or public health emergencies;
- Government-imposed travel restrictions or border closures;
- Saudi authority crowd-control or pilgrimage management measures;
- Visa system outages or embassy closures;
- Airline strikes, groundings, or mass cancellations.
Where a Force Majeure event causes cancellation, any refund will be limited to amounts actually recovered from Suppliers and processed in accordance with Section 9Section .
Comprehensive travel insurance — including medical cover, cancellation cover, repatriation cover, and personal liability — is strongly recommended for all customers and may be required by Saudi authorities for Hajj or Umrah pilgrims.
We strongly advise you to purchase travel insurance at the time of booking to ensure you are protected from the outset, including for any non-refundable Components issued under your Instalment Plan.
We are not responsible for any loss, expense, or claim that would have been covered by adequate travel insurance. We are not liable for any additional costs arising from your failure to obtain appropriate insurance coverage.
Passengers under 18 years of age must be accompanied by a parent or legal guardian throughout the journey. Bookings including minors must include written parental or guardian consent at the time of booking.
Saudi visa and religious pilgrimage requirements regarding the age, gender, and accompanying adult status of passengers must be satisfied. It is the responsibility of the lead booker to confirm all such requirements apply to the minor(s) on their booking.
We accept no liability for a minor being refused travel, refused a visa, or denied entry due to failure to comply with the above requirements.
If you experience a problem during your trip, you must raise it immediately with our local representative or our UK office during Working Hours so we can attempt to resolve it at the time. Failure to report an issue promptly may limit our ability to investigate and may affect your rights.
Complaints must be submitted in writing to info@tawheedtravel.co.uk, ideally within 28 days of your return, to allow us to investigate effectively while details are still fresh. Late complaints will still be considered but may be more difficult to investigate fully.
Making a complaint does not affect your statutory legal rights.
We are committed to resolving disputes fairly and promptly. If we are unable to resolve your complaint to your satisfaction through our internal complaints procedure (Section 22Section ), you may seek resolution through an approved Alternative Dispute Resolution (ADR) provider.
Details of approved ADR schemes can be found at: https://www.gov.uk/government/publications/approved-adr-providers
You may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/odr for cross-border disputes.
Nothing in these Terms prevents you from taking the matter to court. The existence of an ADR scheme does not affect your right to bring proceedings in a court of competent jurisdiction.
All content on tawheedtravel.co.uk, including but not limited to text, images, logos, package descriptions, pricing, and page layouts, is the intellectual property of Tawheed Travels Ltd (Travigence Ltd) or its licensors. You may view and print content for personal, non-commercial use only. Any other use, reproduction, or distribution requires our prior written consent.
Prices and availability on the website are indicative only and are subject to confirmation at the time of booking. The information on this website is provided in good faith, but we make no representation or warranty about its completeness or accuracy. We accept no liability for any errors or omissions in website content, subject to your statutory rights.
We will use your personal data only for the purposes of processing your booking, submitting visa applications, fulfilling legal and compliance obligations, and carrying out operational services related to your travel. We will share personal data with relevant Suppliers (e.g., airlines, hotels, visa authorities) only to the extent necessary to fulfil your booking.
We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For full details of how we collect, use, and protect your data, please refer to our Privacy Policy at tawheedtravel.co.uk/information/privacy-policy.
We reserve the right to update or amend these Terms & Conditions at any time. Any changes will be published on our website with a revised effective date. The Terms that apply to your booking are those in force at the date your booking was confirmed in writing, not any subsequently revised version.
We recommend that you save or print a copy of these Terms at the time of your booking confirmation for your records.
These Terms and any dispute or claim arising from or in connection with them (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to your rights to bring proceedings in any other jurisdiction permitted by applicable law.
By making a booking with Tawheed Travels — whether by telephone, online, or in person — you confirm that you:
- Have read and fully understood these Terms & Conditions;
- Agree to be legally bound by them;
- Accept responsibility for all persons named on your booking and confirm that they have also been made aware of and agree to these Terms;
- Confirm that the lead passenger is at least 18 years of age and is legally authorised to make this booking on behalf of all named passengers.