Terms & Conditions

The following terms and conditions form the basis of your contract with Al-Wahab Tours.  Please read them carefully as they set out our respective rights and obligations.  By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them. Except where otherwise stated, these booking conditions only apply to holiday arrangements you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour”, or “arrangements” mean such holiday arrangements unless otherwise stated. In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the person who makes the booking.  “We”, “us” and “our” means Al-Wahab Tours.

1. Before you book

1.1 Choosing Your Package

We hope your booking with Al-Wahab Tours will meet your expectations, so you must choose the right package. Our travel advisors are always happy to advise and give you their professional opinions in helping you select the right package.

1.2 Booking Forms

A booking is not considered completed and confirmed until either the relevant booking form is correctly completed and we have received payment of the necessary deposits, or you receive confirmation after making payment. Forms must be completed accurately, and names must be spelt according to what is displayed in the relevant person’s passport to ensure details given to our suppliers (including airlines) are correct.

1.3 Deposits

 All deposits are non-refundable.  All bookings must be accompanied by a non-refundable deposit for each applicant. We will enter into no commitments unless we have received your booking form, passport copy, and deposit, and once you (or the lead passenger) have received a booking confirmation and payment receipt from us.

1.4 Confirmation Documentation

 After booking, you will receive an invoice, booking confirmation letter and booking confirmation sheet with all the information relevant to your booking. We strongly recommend you check the details carefully and read the information, including document submission dates, which may apply.

1.5 Documents

After your initial booking, depending on your destination and holiday type, you may be required to submit other documents to us to process visas and other documentation. Details of the documentation needed for your booking and the required by date will be stated on your booking confirmation letter. It is your responsibility to provide all necessary documentation for processing together with any required payment by the required dates.

2. Payments

You must pay the balance by the due date sent to you after you make the deposit. Please note for some last-minute telephone bookings, full payment may be required IMMEDIATELY, i.e., before you receive our confirmation invoice. If this applies, you will be advised when the booking is made. You must pay balances when due because failure to do so may lead to the cancellation of your holiday/flights and still leave you liable to pay cancellation charges. Where an extra “deposit” applies, this will have been advised when booking. We do not accept responsibility for cash sent by courier or post, even if sent by registered or recorded delivery post or any other special delivery.

When you buy an ATOL-protected flight or package from us, you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong.

3. Flights

3.1 Passenger Names

A properly completed booking form is the applicant’s sole responsibility. Full names must be spelt appropriately according to each passport. Scheduled airlines usually regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the airfare.

3.2 Flight Changes

The flight timings provided on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors, including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.

Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled and charter flight timings and days of operation are subject to change. We will advise you of any significant changes. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. Should the changes involve a reduction in the duration of your holiday, we will offer you a refund of any applicable costs. Any change in the identity of the airline, flight timings and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.

3.3 Flight Delays

In the event of a flight being delayed, Al-Wahab Tours will not be liable for any damages or refunds for the airline’s operations that are not in our control.

4. Visas and Passports

4.1 Passports & Visas

 It is your responsibility to ensure that your passport is valid for at least 6 months from the planned date of departure of your booking. You are also required to submit your passport and other supporting documents for processing by the date of submission stated in your booking confirmation letter.

4.2 Hajj and Umrah Visas

Hajj and Umrah visas have strict rules governing their issuance. If these rules are adhered to, the embassy will normally provide the visa in time, but occasionally, due to changes in quotas or other reasons, visas are not issued on time or are rejected by the Saudi Authorities/Embassy. We are unable to take any liability for such occurrences, and we will not be able to provide any refunds that have not been provided to us by our suppliers. 

5. Tour and Package Details 

5.1 Marketing Accuracy

We rigorously check the information about accommodation, itineraries, etc., to ensure it is correct to the best of our knowledge. Flight times, carriers and routes in the brochures or on our website are given for guidance only, as there may be changes. Final details will be shown on your tickets. Travel itineraries and other package and Tour details may change as a result of local conditions. Circumstances such as these, weather conditions, time of year or other situations beyond our control, etc. may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long-term changes, we will always endeavour to advise you before your departure.

5.2 Changes to Tours

Whilst every effort is made to operate a tour as advertised, on occasion, it may be necessary to make changes to the accommodation, the routing or order of an itinerary. Unless the change significantly alters the holiday, compensation will not be payable for minor alterations to the itinerary or nightly accommodation.

6. Changes from Client/Travellers End

6.1 Cancellation by You

If you or someone acting on your behalf decides to cancel the tour, it is imperative to inform us promptly. In the event of cancellation, any initial notification made via telephone should also be followed up with a written or email confirmation, to be sent within 24 hours by the individual who initially made the booking using the email address registered with us at the time of booking. Your cancellation will only become effective once we receive it in written form at our offices and will be considered effective from the date of our receipt.

You can expect to receive the cancellation invoice within 7 days. Please contact us immediately if you do not receive it within this time frame. Please be aware that an administrative charge of £50 will be deducted from the total tour cost deposit in all cases. As we incur expenses when cancelling your arrangements, you will be responsible for paying the cancellation charges as outlined below:

Time Duration of Informing Us Prior Departure

Cancellation Charges

6 Weeks

·         100% Refund of the Tour Cost

·         Admin charges of £50 will be deducted.

2 Weeks

·         50% Refund of the Tour Cost

·         Admin charges of £50 will be deducted.

Less than 2 weeks

·         Taxes only / TCB

·         Admin charges of £50 will be deducted.

6.2 Changes and Cancellations by Us

If we introduce minor modifications to your tour, we will make reasonable efforts to notify you at the earliest opportunity, provided there is sufficient time before your departure. However, it’s important to note that we shall not be held liable for these insignificant alterations. Examples of insignificant changes include adjustments to your outbound or return flights of less than 12 hours, modifications to the type of aircraft used, substitutions of accommodation with others of the same or higher quality, and alterations in carriers. Please be aware that carriers, such as airlines mentioned in our brochure, may be subject to change.

On occasion, it may become necessary for us to implement substantial changes to your confirmed travel arrangements. Examples of these “significant changes” include the following when such alterations occur before your departure:

  • A change in the geographical area of your accommodation for the entirety or a significant portion of your trip.
  • A change in your accommodation to one of a lower standard or classification for the entirety or a substantial part of your journey.
  • Modifications to the departure time of your outbound flight or an extension of the overall duration of your arrangements by more than 12 hours.
  • Significant changes to your itinerary that involve the exclusion of one or more destinations.
6.3 Cancellation

Your travel arrangements will not be cancelled by us within one month of your scheduled departure date, except in cases of force majeure (such as war, natural disasters, or pandemics) or your failure to complete the final payment. However, it’s important to note that we reserve the right to cancel your tour before this one-month threshold if, for instance, the minimum number of clients required for a specific travel arrangement is not met.

In the event that a substantial change or cancellation is necessary, we will promptly inform you. If circumstances permit before your departure, we will provide you with the option of:

  • Accepting the modified arrangements.
  • Receiving a full refund of all payments made.
  • Opting for alternative travel arrangements of an equivalent or superior standard if they are accessible (at no additional cost).
  • If available, select alternative arrangements of a lower standard and receive a refund for the price difference between the initial and substituted arrangements.

You are required to communicate your decision within 7 days after we present our options. Should we not receive your response within this timeframe, we will make a follow-up request for your decision. If you still do not reply, we will presume that you have opted for either accepting the modification or the alternative booking arrangements. 

7. Other Issues 

7.1 Difficulties you may have

In the unlikely event that whilst on tour or on your holiday, you find an element in your package which you dislike, please contact a member of our team and raise the relevant issue. If it is within our control, we will endeavour to correct such fault or report the problem to the proper authority for their immediate intervention.

In the unlikely event that you find an element in your package that you dislike whilst on your holiday, you must immediately bring it to our representative’s attention. They will do their best to rectify the situation. It is unreasonable to take no action whilst on holiday but then to expect us to remedy the problem upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and may impact how your complaint is dealt with.

7.2 Behaviour

All applicants who travel with Al-Wahab Tours are expected to behave in a manner which is conducive to the journey that they are making. Under no circumstances should travellers be involved in brawls, fights or arguments or display behaviour which would be seen as detrimental to the image which Al-Wahab Tours desires to be shown by a person undertaking the Hajj or Umrah journey.

7.3 Stay with the Group

Travellers are required to ensure they remain with the group at all times. If, at any time, they wish to go anywhere on their own, they are responsible for re-joining the group themselves. Al Wahab Tours will not be responsible for finding anyone who goes missing.

7.4 Luggage

Al-Wahab Tours cannot take liability for any lost or damaged luggage.

7.5 Health Insurance/Cover

 Al-Wahab Tours does not offer any health insurance or cover of any type.  Any costs incurred for medical assistance or other issues pertaining to health are solely the responsibility of yourself. We encourage all our travellers to do their own travel and health insurance before make any trip with us.