1. Acceptance of Terms

By accessing and using the services provided by AL Hateem Travels on the website [https://alhateemtravels.co.uk], you agree to abide by these Terms and Conditions. If you do not agree with any part of these terms, please do not use our services. Please remember that the person making this booking accepts all the terms and conditions as under.

2. Tickets are neither changeable nor refundable (Conditions Apply)

Deposits only secure seats (for a short period i.e. from few hours to at max a couple of days depending on the airline) and NOT the fare. Therefore it is in your best interest to pay off the balance amount at the earliest to avoid any fare difference (Increase in fare). Failure to electronically Sign the invoice within 24 hours by you will be considered as signed, as this is the only authentic source of communication between us. This is NOT your E-Ticket.

3. Prices are NOT guaranteed until the tickets are issued.

Please ensure your travel documentation is in order we do not hold any responsibility of any issue arising due to your travel documents. Passports need to be valid for a minimum 6 months before the date of your return journey and please check if you are holding valid visa for the destination. We advise you to reconfirm your flight 72 hours prior to departure.

Please make sure you have consulted with the Embassy regarding any VISA or PASSPORT issues. Requirements may change and you should check for upto-date Terms & Conditions in good time before departure.
We advise you to consult with the airline about Baggage Allowance before departure.

We are unable to accept liability for any flight delays (for any reason Weather, industrial action or any other reason) or cancellation of the inbound or outbound flights if the operator fails or is unable to fill their obligation of the contract. We will assist the operator in finding alternative aircraft. It is essential that you have sufficient travel insurance to cover this unfortunate eventuality.

The company reserves the right to change these terms and conditions at any time without prior notice.
By booking a Tour, Flight, Accommodation, Travel Advice, or any service with our company, you are agreeing to accept our Terms & Conditions . Please make sure you have reviewed them thoroughly.

4. Cancellation Policy

Flight tickets are always non-refundable. However, they may be changeable subject to airline ’s policy with fare difference + flight change charges. 10% of deposit will be charged as administration fee prior to ticket issuance in the event of cancellation/Change in flight itinerary. Any deposits paid are non-refundable. It is at the sole discretion of the company to either refund such deposits or to issue a credit note against them.

5. SAFI Excluded Airlines

The following airlines are not covered by Schedule Airline Failure Insurance (SAFI) - Air Nigeria, LAB Airlines, Sky Europe, Nordic Airways, Caribair Airline, Air Jamaica, Med view, Air Comet, Olympic Airlines, Frontier, Silver jet, ZOOM, Air Senegal, Cabo Verde Airline, OZ Jet, Aviacsa, Bellview, My Air, KD Avia, Air Slovakia, and Ghana Airways. We do not accept responsibility for any financial loss should the airline fail to operate. Passengers choosing to fly on these airlines accept full responsibility for any financial loss if the airline fails to operate and it is highly recommended that separate travel insurance is taken out in the event that the Airline fails. You may email your complaint at the following email: info@alhateemtravels.co.uk

6. Check in Times

Due to security measures, we strongly recommend check-in to be 3 hours for Intercontinental flights and 2 hours for European and Domestic flights. Check-in will normally close 1 hour before scheduled departure so please keep sufficient time to get to the airport.

7. Meal Requests

If you haven’t already done so, please let us know and we will send the request through to the airline, but remember meal requests are not guaranteed, but the airline usually make every effort to meet your request.

8. Your Financial Protection

ATOL is a protection scheme for Air Holidays and Flights managed by the Civil Aviation Authority (CAA). All tour operators and travel firms selling Air Holiday Packages and Flights in UK are required by law to hold a license called an Air Travel Organizer’s License (ATOL). When you buy an ATOL protected flights 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."

“We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier is able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).”

“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.”

This document is a receipt issued for your financial protection. Full details of your booking will be shown in the ATOL holder`s confirmation invoice, a copy of which will be sent to you as soon as we receive it. Your booking is subject to ATOL holder`s term and conditions. Wish you a great trip, if you need any other travel arrangements, let us know as it’s our pleasure to assist you.

If you do not know your booking reference number, please go back to the top and check the top right corner on page 1 for invoice #.

Payments made through debit or credit cards will be charged for additional 3.5% charges on top of the invoice.

9. Additional Terms & Conditions for Hajj and Umrah

This Agreement/Contract between the client and the company will fall under English law and Jurisdiction for the arrangement of the travel and accommodation. Issues within the Kingdom of Saudi Arabia will fall under the Saudi Law and Jurisdiction between the client and the service provider in the Kingdom of Saudi Arabia.

In order to SECURE your booking, a deposit of 50% of the Grand Total is required. This will secure the booking not the prices. Agency is not responsible for the change in prices due to any delays in payment at the customer’s end.

10. Prices are subject to availability.

The customer must provide the passport copies of all the passengers to the hotels provided. So it is in your best interest to keep the extra copies of passports of all passengers. When you receive your tickets, you must check them carefully with the official airline’s website and notify us immediately if you think any details are inaccurate /incomplete. We are not liable to you for any problems which arise if you do not advise us for any change as mentioned on invoice. Hence, we strongly recommend to check the invoice thoroughly.

If anyone has a non-Muslim name, he/she should submit a certificate from a masjid or an Islamic center confirming that the applicant is a Muslim, along with the Visa Application.

Children should be accompanied by an Adult. The adult must travel into and out of Saudi Arabia on the same flight as the child/children.

If the applicant is not a national of the country, he/she is applying from, a valid residency permit must be submitted with the application.

Visa is NOT guaranteed under any circumstances. In case of delay in obtaining the Visa from the embassy, the company shall NOT be held responsible for the related costs (including changes in flights, hotel and transport). In case of visa rejection by the embassy no refunds will be made for the cost of the visa.

Please note everything is subject to availability and Terms and conditions. AL Hateem Travels has the right to refuse service at any given time without notice. We will try our best to meet your needs and requirements if brought to our attention at the time of booking. If for some reason, we can’t offer you what we have agreed upon then an alternative option will be made available to you. In an event where you choose to not opt for that option/s then you will be refunded the amount specifically for the service, we were unable to provide you.

You must ensure that you have fully complied with any Pilgrimage health requirements, such as vaccination.

In case of cancellation before issuing Umrah Package flight tickets, hotel and transport vouchers, £ 50 as Administration Fee will be charged per passenger on your initial deposit and the rest will be refunded.

Company holds the right to provide alternate option of hotels in case the agreed option cannot be arranged. We also reserve the right to change hotel prices until full payment or at any time before you book.

The customer will be liable to pay the fare difference that arises from any changes to the flight tickets, hotel and transport vouchers, if any.

In case the traveler is not a British passport holder, he/she has to provide Share Code, National Insurance Number, Valid copy of passport (should be valid for a minimum of 6months from the date of return).

You must behave at all times in line with local customs and abide by the laws of the host country. You are responsible for your actions; we will not be able to assist you if you knowingly or not knowingly violate local customs/laws. Your only support will come from the British Embassy or your travel insurance provider.

All incoming travelers performing Umrah or Hajj are required to attach a certificate of vaccination with their passports against MENINGOCOCCAL MENINGITIS issued no more than 3 years and no less than 10 days before arrival in Saudi Arabia. The responsible authorities in the visitor’s country of origin should ensure that adults and children over the age of 2 years are given the specified dosage of vaccine.

Flight terminals are not determined prior to departure. In case any flight lands at the Hajj Terminal, the customer will be liable to pay SAR 90 as the parking fee for Hajj Terminal directly to the driver.

11. Cancellation

100% of payment will be charged, in case of Cancellation, for flight/Hajj & Umrah/Holiday package after the issuance.

12. Disclaimer

We take great care to ensure that all the information given to you is correct and accurate but we cannot guarantee its true accuracy because the information is coming from a third party and we reserve the right to change the information including these terms and conditions at any time without notice.

It is your responsibility to check these terms and conditions for any changes. AL Hateem Travels has ensured that all representatives, agents, tour operator and services employed from suppliers are reputable. However, the company does not have direct control over these organizations and shall not be held responsible for any miss -services, omissions or blunders by them or their employees. The Client accepts that the booking is subject to the terms and conditions of such firms, companies or persons and shall provide services to the Company and the Client.

Any passenger under 18 years of age is to be accompanied by an adult. The Adult must travel into and out of Saudi Arabia on the same flight as the child/ren.

If there is a cancellation or any change in the schedule by the Company/Supplier due to by war, riots, civil commotion, strikes, disasters, terrorist act, events of nature, act of God, technical problems with transportation or other events outside Company’s control then the Company shall not be held responsible in any way.

It is important too that all personal baggage, including personal articles, medicines, mobiles phones and any other items carried with you during the trip, are at all times and under all circumstances "at owner’s risk". The company will not be responsible if the Client fails to carry passports, Visas or other necessary documents required for travelling with himself/herself.

Because of the nature of Hajj & Umrah and bulk of pilgrims travelling from around the world, there is a chance of catching viruses and airborne diseases, therefore it is your own responsibility for your well -being at all times, and the company shall not be held responsible for any personal accidents, illness, and death (God forbid) during your travel and during the pilgrim, or any medical reason. We strongly advise you have suitable travel insurance cover for your journey and stay. For Health & Safety in the Kingdom of Saudi Arabia, local rules and compliance will supersede any standard that is represented or relied upon in UK.

It is important to note that all hotels’ star ratings are according to Saudi Arabian standards and some hotels’ rooms may change from 3/5 to 5/7 people. The bed configurations at the hotels are completely at the discretion of the hotels and availability. We as your representatives can request the property to provide for you the configuration you desire but it is completely upto the property to accept or reject that request. Check-in and Check-out times of the hotels vary depending on seasons, we are aware of them only through their official websites or through third parties therefore any delays or issues faced because of any changes in check-in, check-out timings are not our responsibility. Requests for early check-ins or late check-outs are again completely at the discretion of the hotels.

During Hajj & Umrah journey, the unexpected is often the norm.

In spite of very careful planning, the Hajj/Umrah journey can never be taken for like a normal holiday expected in UK. The Pilgrims and Umrah Travelers wish it to be pleasant and a once in a lifetime experience, but a huge number of people from around the world with diverse life styles are likely to impact on your holy tour, the Company shall not be held responsible for this experience.

No expressive or implied, is made by us or by any person as to the accuracy, completeness or fairness of the services at KSA. Any opinions and estimates presented reflect our knowledge at this date and are subject to change without notice.

Transportation is a third-party service. Therefore, the timing, quality of the transport, duration of the journey and the facilities on the transport may differ to that from a standard transport in UK. The company will not be held responsible in any shape or form.

The Customer is strictly advised not to handover their passports to anyone under any circumstances in Saudi Arabia. They would be responsible themselves if they do so.

Saudi Government may introduce new policies and guidelines for Umrah visa for the upcoming season. All changes will reflect on your booking accordingly.

Signing this document is an approval to the services offered in it and the agreed price subject to the terms and conditions mentioned from your end. Once it is signed and payment has been received against it any refunds/cancellations/changes will be dealt under the terms and conditions of the agency.

Initial deposits paid to secure bookings are 100% non refundable irrespective of issuance.

Please note that choosing to pay in installments does not secure the full package at the originally quoted price. Travel-related services such as flights, hotels, ground transport, and visa arrangements are time-sensitive and are subject to availability and price fluctuations. These components are individually secured as and when each installment is received.

Accordingly, the prices of individual services will be charged based on the prevailing market rate at the time of booking, which may result in an increase in the overall package cost if prices rise.

13. Booking and Payments

13.1 Umrah Packages: AL Hateem Travels offers various Umrah packages. By booking a package, you agree to provide accurate and complete information required for the booking process. 13.2 Payment: Payment details provided for booking must be valid and authorized. AL Hateem Travels reserves the right to cancel bookings for insufficient funds or unauthorized transactions. 13.3 Cancellation and Refunds: Cancellation policies vary based on the type of package. Please refer to the specific package terms for details. Refund eligibility is subject to these terms.

14. User Responsibilities

14.1 Accuracy of Information: Users are responsible for providing accurate and up-to-date information during the booking process. 14.2 Account Security: Users are responsible for maintaining the security of their account credentials. Any unauthorized access or use must be reported to AL Hateem Travels immediately.

15. Privacy

Your use of our services is also governed by our Privacy Policy. Please review the Privacy Policy [here](link to your privacy policy).

16. Intellectual Property

16.1 Ownership: All content, trademarks, and intellectual property on the website are owned by AL Hateem Travels. Users may not use, reproduce, or distribute any content without prior written consent. 16.2 User Content: By submitting any content (reviews, testimonials, etc.) to AL Hateem Travels, you grant us a non-exclusive, royalty-free, perpetual, and worldwide license to use, modify, and display the content.

17. Key conditions of installment payments include:

• * Any amount paid is allocated immediately toward services that are available at the time of receipt, based on then-current pricing.
• * If a payment is insufficient to cover the full cost of a specific service (e.g., airline ticket or hotel booking), that service will not be confirmed or issued until the balance required is fully received.
• * No travel component or service is guaranteed or confirmed until it is fully paid for.
• * If the customer fails to pay any installment on the agreed due date, or cancels the package prior to completing all installments, the company reserves the right to cancel the entire package without any obligation to refund any amount already paid.
• * We will not pay on your behalf for a service you have not paid for, therefore any changes in prices or availability due to delay in payment or no payment are not our responsibility.

To secure the full package at the quoted price, we strongly recommend paying in full at the time of booking. Installment plans are provided for customer flexibility and may assist in securing lower prices on individual services if booked when rates are favourable. However, the total cost of the package remains subject to market rates at the time each installment is applied.

18. Limitation of Liability

AL Hateem Travels shall not be liable for any direct, indirect, incidental, special, or consequential damages arising from the use or inability to use our services.

19. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of [your jurisdiction]. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts in [your jurisdiction].

20. Changes to Terms

AL Hateem Travels reserves the right to update, change, or replace any part of these Terms and Conditions. It is your responsibility to check this page periodically for changes.

21. Contact Us

If you have any questions about these Terms and Conditions, please contact us at [info@alhateemtravels.co.uk/020 4617 6355].