Terms & Conditions

Terms & Conditions

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Terms & Conditions

Last Updated: 25/11/2025

Welcome to Aqdas Travel. These Terms and Conditions apply to all bookings made with us, including Hajj and Umrah packages, flights, and hotel accommodation. By making a booking, you agree to be bound by these terms.

1. Your Contract

These booking conditions, together with our Privacy Policy and any other written information brought to your attention before we confirmed your booking, form the basis of your contract with Aqdas Travel (“we”, “us”, “our”).

  • Company Name: Aqdas Travel

  • Registered Office: 665 Romford Rd, London E12 5AD, UK

  • Company Number: 16187110

  • ATOL Number: 12834

  • Contact: 0203 504 1818 | info@aqdastravel.co.uk

A binding contract exists between us when we issue our Confirmation Invoice. The lead passenger who makes the booking guarantees that they have the authority to accept these terms on behalf of all members of their party.

2. Financial Protection (ATOL)

We provide full financial protection for our package holidays and flight-inclusive bookings by way of our Air Travel Organiser’s Licence number 12834, issued by the Civil Aviation Authority.

  • Your Financial Protection: When you buy an ATOL-protected flight 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.

  • Scope: If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative) 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.

3. Booking, Deposit & Payment

  • Deposit: A non-refundable deposit is required at the time of booking to secure your package. The specific amount will be advised at the time of booking.

  • Hajj & Umrah Packages: Due to the strict payment timelines imposed by the Ministry of Hajj and Umrah in Saudi Arabia, payment deadlines must be strictly adhered to.

  • Final Balance: The full balance must be paid by the date specified on your confirmation invoice. Failure to pay the balance by the due date may result in the cancellation of your booking and the forfeiture of your deposit.

4. Hajj & Umrah Visa Processing

  • Agency Role: Aqdas Travel acts as an agent to facilitate the visa application process. We are not responsible for the final decision made by the Embassy of the Kingdom of Saudi Arabia or relevant authorities.

  • Rejections/Delays: We accept no liability for any loss, damage, or expense resulting from the refusal of a visa, or delays in the issuance of a visa by the Embassy.

  • Documentation: It is your responsibility to provide all required documents (e.g., valid passport, vaccination certificates, photos) within the deadlines we set.

  • Nusuk/Apps: Travelers are responsible for complying with any digital requirements imposed by Saudi authorities (e.g., Nusuk or Tawakkalna apps) for entry into the Harams.

5. Changes or Cancellation by You

If you wish to cancel or amend your booking, the lead name on the booking must notify us in writing at info@aqdastravel.co.uk.

  • Cancellation Charges: Charges are calculated from the date we receive your written notification.

    • Note: Hajj packages often have stricter cancellation policies due to non-refundable payments made to Saudi providers. Please refer to your specific booking confirmation for the scale of charges.

  • Amendments: If you wish to change your travel arrangements after the invoice has been issued, we will do our utmost to make these changes but it may not always be possible. Any request for changes must be in writing.

6. Changes or Cancellation by Us

  • Changes: We hope that we will not have to make any changes to your holiday but, because we plan our arrangements many months in advance, we sometimes do need to make changes. We reserve the right to do so at any time.

  • Hajj/Umrah Logistics: You acknowledge that Hajj and Umrah are mass gatherings. Changes to accommodation, transport schedules, or itineraries may occur due to directives from the Ministry of Hajj and Umrah or local authorities in Saudi Arabia. In such cases, we will endeavor to provide a service of equal or greater standard.

  • Force Majeure: We will not be liable for changes or cancellations caused by events beyond our control (“Force Majeure”), including but not limited to war, riot, civil strife, terrorist activity, industrial dispute, natural disaster, adverse weather conditions, or changes in Saudi government regulations.

7. Health & Travel Documents

  • Health: You must ensure you satisfy all health requirements for travel to Saudi Arabia, including mandatory vaccinations (e.g., Meningitis ACWY, COVID-19).

  • Passports: Passports must generally be valid for at least 6 months beyond your return date.

  • Insurance: It is a condition of booking that you have adequate travel insurance suitable for the nature of your trip (including cover for repatriation and medical expenses).

8. Behavior

When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid directly at the time to the accommodation owner or manager. We expect all clients to have consideration for other people and to respect local customs and religious laws in the Kingdom of Saudi Arabia.

9. Complaints

  • On Location: If you have a problem during your pilgrimage or holiday, please inform the relevant supplier (e.g., hotel manager) and our local group leader/representative immediately. Most problems can be resolved quickly on the spot.

  • Post-Travel: If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to info@aqdastravel.co.uk giving your booking reference and all other relevant information.

10. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. The Courts of England and Wales shall have exclusive jurisdiction to decide any dispute arising hereunder.