a. These terms and conditions govern all bookings for Zamzam Travel and Tours LTD products (“Terms and Conditions”).
b. Zamzam Travel and Tours Ltd acts as an agent for you in making the arrangements for transportation (including flights), accommodation, ziyarat, tours, , transfers, events and other components of your Package.
c. It is your responsibility to read and understand the terms and conditions set out in these Terms and Conditions and to keep familiar with the current features of Zamzam Travel and Tours LTD.
d. These Terms and Conditions apply to bookings made through Zamzam Travel and Tours LTD and authorized sub agents.
e. Hajj Bookings are subject to additional terms and conditions, which are set out in Appendix A of these Terms and Conditions.
f. References to 'we', 'us' and 'our' are references to Zamzam Travel and Tours LTD and all Suppliers who each may separately enforce these Terms and Conditions.
a. Zamzam Travel and Tours LTD does not own, manage, control or operate any of the transportation (including flights), accommodation, ziyarat tours, transfers, or any other services included in your Hajj & Umrah Package.
b. All coupons, receipts, bookings and tickets are issued subject to the terms and conditions specified by Suppliers. It is important for you to obtain and read the terms and conditions of services provided by Suppliers. Details of suppliers can be obtained upon written request.
c. All descriptions and itineraries have been prepared with information received from Suppliers. Zamzam Travel and Tours LTD is not responsible for any incorrect or inaccurate information contained in our package descriptions or itineraries where that information has been provided by a Supplier and will not be liable for any loss or damage (including personal injury or property damage) you may incur as a result of a Supplier providing incorrect or inaccurate information about a product or service in your package.
d. We reserve the right to substitute accommodation or other components of an equivalent or better standard due to unavailability of the advertised or quoted product.
All packages and subject to change without prior notice
ATOL is a financial protection scheme covering UK travellers. Only ATOL Protected tour operators can provide the peace of mind and full financial protection. The price of our air holiday packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the UK Civil Aviation Authority. This charge is included in our advertised prices.
What is ATOL and what does it do for me?
"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." “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 are 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.”
a. All bookings should be confirmed in writing any verbal quotes given are estimates only that will be subject to a written advice upon confirmation of the booking.
b. The person carrying out a booking acknowledges that Zamzam Travel and Tours Ltd reserves the right to deny a booking request for any or no reason.
C. Name changes are not permitted for any bookings.
The following items are not included in the price of your Package, unless we otherwise advise you: postal charges where applicable, airport taxes (where not pre-payable or pre-paid), items of a personal nature such as drinks, room service, laundry, own meals (unless specified), baggage charges, excess baggage, medical, personal & baggage insurance, telephone calls and the cost of anything else not expressly identified as being included in the Package.
Our product relating to Hajj & Umrah are based on Saudi Riyals and therefore all prices are quoted in are converted into pounds Sterling. In the event of decrease of exchange rate and full payment not been made you will be liable to pay difference.
a. You understand that all products and services purchased require fulfilment and documentation, such as issuance of air tickets.
b. All reservations are subject to availability & confirmation
c. We will not be responsible or liable for any claims for loss, damages or compensation against non-fulfilment of a booking that cannot be fulfilled between the time of booking and the time of departure.
d. If we are unable to fulfil a booking between the date of booking and the time of departure, we shall refund to you all unutilised monies collected from you for that booking to your original form of payment within 7 days.
List of requirements for visa process is available on website www.zamzamtour.co.uk
Zamzam Travel and Tours Ltd accept no responsibility for refusal of visa or loss of documentation by the Embassy during processing of visa.
In event of refusal no written confirmation will be provided by Zamzam Travel and Tours Ltd or Royal Embassy of Saudi Arabia.
We can only issue an invoice for the total amount paid for Package. Our contractual obligations with Suppliers do not allow us to issue an invoice for the individual travel components of a package. Invoices may not be provided at the time you make a booking but are available on request.
INVOICE ERRORS OR OMISSIONS
We reserve the right to correct any errors in rates quoted or miscalculated for any Zamzam Travel and Tours Ltd package or any other product or service quoted or on Website.
Full payment for Umrah are due at least 4 weeks before departure and for hajj 6 – 8 weeks. Payment for flights needs to be made in full before tickets can be issued. If for any reason payment does not clear or is rejected, the booking will be cancelled, any deposit amount already paid will be forfeited and the appropriate cancellation charges will apply at our discretion.
Amendments must be notified at least 48 hours prior to the day of departure and will incur a fee. You will also be required to pay any fare difference and any charges levied by Suppliers, which can be up to 100% of the cost of the booking.
Amendments inside 48 hours for bookings will result in forfeiture of the total cost of the booking.
You must notify us of any cancellations at least 48 hours prior to the day of departure in writing.
A cancellation fee of 50.00 per person plus any cancellation or other charges levied by service suppliers (which can be up to 100% of the cost of the booking).
Hajj booking cancelation have separate condtions see:
HOTEL POLICIES AND BEDDING INFORMATION (GENERAL)
When you book a Zamzam Travel and Tours Ltd Package that includes accommodation, the following terms and conditions will apply to your booking unless we expressly advise you to the contrary:
a. Hotel rooms are based on double occupancy extra bedding is added for triple and quad occupancy, unless otherwise stated in the description of your Package. “
b. Any incidental charges such as parking, phone calls, room service, additional bedding or any additional surcharges are not included in the price of your Package and must be paid by you directly to the Supplier.
c. Hotels may have a minimum age requirement. If guests do not meet the minimum age requirements, they must be accompanied by a parent or guardian. d. Photo identification may be required at check-in.
d. Guests may be required to present a valid credit (not debit) card or cash deposit and passports at check-in for incidentals.
e. Ratings are assigned to hotel properties based on information supplied by hotels. Ratings are validated based upon the most up-to-date research conducted and as supplied by Ministry of Tourism.
Product descriptions featured on the Zamzam Travel and Tours Ltd Website and throughout promotional material are based on current contractual agreements with Suppliers and information provided by Suppliers. Any facilities shown as included are subject to change at any time prior to you making a booking.
MAPS AND PHOTOGRAPHS
Maps are shown for general information and may not reflect actual routings, locations or services provided. Whilst photographs display places in geographic areas, they are not necessarily included in any holiday. Photos reflecting hotel rooms may not be specific to the actual room assigned upon check-in.
OPTIONAL SERVICES OR TRAVEL EXTRAS
On some occasions, you may be required to contact a Supplier directly to arrange for pick-up/drop-off times, appointments or other services which form part of your Package. Any requirements for you to contact a Supplier directly will be specified in the voucher.
a. You must read all Suppliers policies with respect to the carriage of baggage, which apply to your Package. Suppliers may have policies that restrict the size, number, weight and dimensions of allowable luggage (both carry-on and registered baggage).
b. Some Suppliers may charge a baggage fee if you carry luggage that exceeds the restrictions or allowances outlined in each individual policy. Any fees payable to Suppliers for the carriage of baggage will be in addition to the cost of your Package unless we otherwise expressly state.
We strongly recommend you seek advice on obtaining insurance prior to travel and to discuss insurance options. We suggest that the policy should include, but not be limited to, the following cover: loss or damage to personal baggage; loss of money; and emergency medical expenses incurred during travel.
You consent to receiving electronic messages marketing communications from us containing marketing and promotional material and subject to any applicable Law, agree that we do not need to include an "unsubscribe" facility in any electronic message sent to you.
Zamzam Travel and Tours Ltd may contact you by text message, email or other digital service (such as through our applications that you install on your mobile device), phone or post to let you know about flight specials, our promotions or any new or existing products or services, and those of our related companies,
Zamzam Tours reserve the right to use any picture that may have been taken whilst on Hajj & Umrah. If you do not wish for your pictures to be used then please inform us.
Should you have any queries or require any further information on these Terms and Conditions, please send an email to: email@example.com and we shall respond to you as soon as we can. Alternatively, you may call us.
Consumer claims should be cleared whilst on package any claims made in writing within 15 days of return, with supporting documentation will be entertained. Such claims should be addressed and forwarded in writing.
We recommend that you print a copy of the applicable booking conditions when making a booking. Booking conditions contain limitations and exclusions of liability, and cancellation and amendment charges are payable if a booking is cancelled or amended after it has been confirmed.
No warranties, promises or representations of any kind, express or implied, are given as to the accuracy of any of the information on this website or as to the nature, standard, suitability or otherwise of any services offered by us or on our behalf. We shal| not be liable for any loss or damage of whatever nature (direct, indirect, consequential or other) that may arise as a result, directly or indirectly, from the use of any of the information or material contained on this website and the use of or access to any other information or material from this website, or any inability to access this website. These exclusions of liability apply only to the extent permitted by law and, except for information or material accessed via other websites or supplied by an identified third party, where consistent with the applicable booking conditions. If any of these exclusions, in whole or in part, are found to be unlawful, void or unenforceable for any other reasons, that exclusion or part of the exclusion shal| be deemed severable and shal| not affect the validity or enforceability of the other exclusion's in question.
1- We also hold no liability for acts of governments or other authorities, hostilities, civil disturbances, strikes, riots, theft, pilferage, epidemics, quarantines, medical or customs regulations, or from any causes beyond Zamzam Travel and Tours Ltd. control, or from any loss or damage resulting from improper passports, visas or other documents.
2- Zamzam Travel and Tours Ltd shall not be responsible for failure to follow instructions, including but not limited to check-in and check-out times, baggage handling and addtional travel requirements.
3- Zamzam Travel and Tours Ltd. takes, in the event of flight delay or miss connection, no responsibility of any additional costs due to delay or miss connection of confirm flights, baggage lost or delay or transit layover hotel accommodations. It is the responsibility of the airlines to determine exactly what procedures are to be followed.
4- If your application for the Hajj or Umrah Visa is rejected due to personal circumstances or lack of documentation, then you we will be held responsible for all financial or consequential loss.
5- You are required to respect the privacy of others at all times, especially in the holy cities, by lowering your voices, avoiding arguments and not causing disorder whether in the group or within your rooms or public area's.
6- Zamzam Travel and Tours LTD will not be responsible for any lost, damaged or delay of luggage but will try to offer our full support and help if luggage is lost in trying to recover it. We will not be financially responsible for its replacement and neither responsible for the missing luggage paperwork and for the picking up and delivering of your luggage.
7- Each person will be responsible for their health costs, both from the illness and any consequences that arise, unless agreed in by us in writting.
8- Anything not included within the standard package offer, will need to be paid for separately. If you have any special or specific/additional requirements you must inform us at the time of booking, or we may not be able to arrange the required facilities and you will be liable for additional cost.
9- All documents will be posted out to applicants via Royal Mail special delivery and we will be not responsible for any loss of original documents. Please provide copies of supporting documents unless otherwise agreed.
10- It is your duty to ensure we have the relevant documents
11- The safe guarding of belongings are the responsibility of the passenger and Zamzam Travel and Tours ltd no liability for misplaced or theft during the journey.
14- All hotels are as per Saudi Ministry rating and can not be compared to UK standard.
RESERVATION / DEPOSITS:
Reservations for umrah should be made with a deposit of at least £100 per person to ensure passenger booking. Full payment is due no later than 4 weeks prior to departure or otherwise when requested by us.
For Hajj a non refundable deposit of at least £1000 per person to ensure passenger booking. Second payment by in ramdhan and final payment at least 4 weeks prior to departure or otherwise when requested.
All cancellations must be received in writing 3 weeks prior to departure date for umrah. Passenger's deposit will be refunded, minus £100 administration fee per passenger. In addition to above addition penalties and/or charges imposed by hotel/airline/bus companies together with services or hotel space may be imposed.
For Hajj all payments made are non refundable.
APPENDIX A - Hajj Pilgrimage – Special Terms & Conditions
Please note, the following Special terms & Conditions apply alongside our standard Booking Terms and Conditions when you make a booking for a Hajj Pilgrimage with Zamzam Travel and Tours Ltd .
Please ensure that you are satisfied with the following special conditions before you place a booking with us
HUJAJ CLEARANCE PROCESS AT HAJJ TERMINAL:
Upon arrival at the airport in Saudi Arabia the process from arrival to setting off to Makkah Residence (Hotels or Standard building accommodation) can take from 8 - 12 hours on average but in some cases, can take more than 12 hours.
Due to large numbers of Huajaj arriving from around the world, Huajaj must go through process mentioned below
Upon arriving in arrival hall Hujaj will be queued for immigration clearance,
Then luggage collection,
Then security screening,
Preparation of Hajj draft for transportation
Huajaj will queue again under infamous huge Umbrellas at Hajj terminal for transportation (buses allocation).
Once transport is allocated Hujaj board the buses,and leave Airport towards their Residence in Makkah , on the way to Makkah Residence Hujaj has to go through Hujaj registration process at the designated Hajj Ministry Registration office.
Then second Regsitration of Hujaj will be at the Moual'im's (Government appointed person responsible to look after Hujaj)office where after registration the passports of Hujaj will be deposited with Moual'im (who will look after Hujaj's passports until the end of Hajj Journey in Saudi Arabia and passports will be handed over back to Hujaj at the Departing Airport before the departure flight.
GOVERNMENT TRANSPORTATION (BUSES PROVIDED BY HAJJ MINISTRY)
Below are the details of Buses provided by Hajj Ministry.
From Hajj Terminal to Makkah Residence (Hotels or Standard building accommodation).
During the Hajj days transportation from Makkah Residence (Hotels or Standard building accommodation) to Mina Tents on 8th of Zulhija , to Arafat Tents 9th of Zulhija , to Muzdha'lifah planes 9th of Zulhija and from Muuzdha'lifah back to Mina Tents on the morning of 10th Zulhija
On the last leg of the journey from the Residence (Hotels or Standard building accommodation) to the departing Airport Transport is provided by Hajj Ministry's approved Bus operators
Note: Zamzam Travel and Tours Ltd does not have a say in the transportation provided by Hajj Ministry or control over the condition of the busses provided by Hajj Ministry
Private transportation is provided by Zamzam Travel and Tours Ltd for the journey from Makkah to Madina and Ziyaraats in both Holy Cities(Makkah & Madina).
NO TRANSPORTATION WILL BE PROVIDED
Zamzam Travel and Tours Ltd will not provide transportation from Mina Tents to Jamarat for Rammi during all 3 days of Tashreeq (10 ,11 , and 12 ZulHijjah)
Zamzam Travel and Tours Ltd will not provide transportation for Tawaf-al-Ifadah (Tawafi Ziyarat) from Mina Tents to Haram and back to Mina Tents.
Note: Guidance will be provided by the group leaders for Hujaj to do the Tawaf-al-ifadah (Tawafi Ziyarrat). All Hujaj must stay with group leader for Tawaf-al-ifadh and if any of the Hujaj individually or form a separate group decides to go for Tawaf-al-ifadh on their own accord ZAMZAM will not be responsible if the Huhaj are lost .Any Transport taken by Hujaj for Tawaf-al-ifadh (from Mina Tents or Jamarat ) must be paid by Hujaj .Alamanah will not be responsible for the payment of such transpostation
Luggage is transported by all transportation at the Haji's own risk while boarding the buses all the Hujaj must make sure their luggage is loaded on the bus and at the time of getting off must make sure the luggage is loaded off the transport they are travelling Zamzam Travel and Tours Ltd will not take any responsibility and cannot be held accountabile for any lost or damaged items during transfers.
Note: Please ensure that you keep any valuables, including any medication or jewellery with you at all time.
SPECIAL TERMS & CONDITIONS FOR DISABLE AND WITH SEVER MEDICAL CONDITIONS PERSONS
Regrettably, due to the nature of Hajj Pilgrimages facilities provided and managed by Hajj Ministry and Moual'im . Zamzam Travel and Tours Ltd has no say or control over these facilities provided by Hajj Ministry during the Hajj days. Details are below
Zamzam Travel and Tours Ltd is unable to provide any facilities specifically tailored for customers with disabilities and special medical conditions e.g. specially adapted Disable rooms, Disable friendly altered bathroom and toilets, Disable friendly buses , ramps into the Tents both in Mina and Arafat and particularly there is no arrangement in Mudh'alifah as well.
Zamzam Travel and Tours Ltd cannot provide the services for disables which are beyond our control as mentioned above especially where facilities are under the control of the Hajj Ministry and Moual'im .
Note: If you or any member of your family has any severe medical problem , disability and obesity related problems which may affect their , your stay and affect the group as a whole .You must provide us with full details of the disability and severe medical condition before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you fail to disclose the full details with us at the time of booking, we will cancel your Booking and impose applicable cancellation charges when as soon as we become aware of these details.
We are unfortunately unable to cater for any special dietary requirements.
TENTS, FOOD & DRINK IN MINA , ARAFAT AND MUZDHA'LIFAH DURING DAYS OF HAJJ
The tents in Mina and Arafat are provided and maintained by Mou'lim (Government appointed Responsible).
Tents in Mina have fixed water cooler fans to provide cool air in the hot weather again provided and maintained by the Mou'lim (Note: requests have been made to Mou'lim to upgrade the water cooler fans with Air conditions in Mina Tents by ZAMZAM and it is beyond ZAMZAM control to provide Air condtion in Mina Tents)
The Tents in Arafat will be air conditioned .
In Mina Tents Hujaj are provided with a foldable mattress , a pillow and a blanket by the Mou'lim
Complimentary packed food in boxes and drinks in Mina and Arafat will be provided by the Mou'lim and in Muzdha'lifah Snacks and water will be provided by the Mou'lim as well.
Note: Please do not waste food and water and keep the area in Mina ,Arafat and Muzdha'lifah clean.
FOOD ARRANGEMENTS FOR PACKAGES NON SHIFTING STANDARD PACKAGE
Full board food will be provided by zamzam Travel and Tours Ltd through private caterers both in Makkah and Madina hotels.
SHIFTING DELUXE 5* PACKAGE :
Aziziya accommodation will be full board food will be provided by Zamzam Travel and Tours Ltd through private caterers
As food is sourced out please note that on certain days 06th/07th / 12th & 13th Dhul Hija it may not be possible to receive food due to the situation of traffic.
LUNAR CALENDAR :
The Hajj date mentioned in the package is not definite and will be subject to change based on moon sighting and based on this fact itinerary of your Hajj trip may be altered especially Hajj Days which in turn subsequently will cause alteration of your stays in the Hotels and as well as other arrangements such as food ,buses etc. will be affected.
It is a requirement of your contract with the supplier of your arrangements that you take out your own Travel Insurance.
Ziyarah trips will be carried out with multi lingual expert and experienced guide.
FOOD AND ROOM ARRANGEMENTS FOR PACKAGES NON SHIFTING STANDARD PACKAGE
Full board food will be provided by Zamzam Travel and Tours Ltd through private catering both in Makkah and Madina hotels
All rooms will be quad sharing based.
SHIFTING DELUXE 5* PACKAGE :
Aziziya accommodation will be full board food will be provided by Zamzam Travel and Tours Ltd through private caterers
Aziziyah accommodation is Standard Building for quad or penta sharing rooms
Aziziyah building is self- cleaning area (rooms and bathrooms) and all the hujaj residing in their rooms must keep their rooms and bathrooms clean and tidy
Note: Food must be eaten only in the designated dining area in the Aziziyah building within the prescribed Breakfast, lunch and dinner times
Food must not be eaten in the rooms to avoid unhygienic issues and especially due to following the health and safety rules, based on the previous experience spillage drinks and food crumbs and food and fruit leftovers on the floors were the cause of accidents happened in the accommodation.
5* accommodation will be based on double, triple and quad sharing
5* accommodation is half board , food breakfast and dinner will be provided by the 5* Hotels Kitchen.
Any shuttle service provided from aziziya accommodation to haraam for shifting Hajj package will be subject to timings and subject to number of pilgrims attending (minimum 10 Hujaj ).
Shuttle service will not be provided on 7th of Zhul Hijja due to departure preparation for the First Hajj day to Mina Shuttle Service is subject to change without prior notice.
Zamzam Travel and Tours Ltd 5* deluxe shifting Package has not included or added the price of any Haram view rooms. Zamzam Travel and Tours Ltd have no control over room allocation and preference e.g. Haram View or city view and therefore cannot guarantee that any requests in this regard which you may make for Haram View will be met. We will have no liability to you if any such request is not met.
Note: If you have any special requirement for Haram View room then you must make a written request along with the extra payment, then the request will be sent to Hotel for confirmation and you will be informed in the due course. Please note Haram View request is subject to confirmation by the concerned hotel and ZAMZAM will not be held responsible in any way if your request for Haram view in not confirmed by the Hotel.
Laundry service is not provided by Zamzam Travel and Tours Ltd, paid laundry service is provided by local laundry shops situated near Hotels or Standard building accommodation.
Note: Zamzam Travel and Tours Ltd will not be responsible for any lost or damaged items (clothing) if you do make use of the laundry service provided by local laundry shops.
If you come individually from the Azizia building to Mina we will be unable to safe guard your luggage or provide you a space in a specific tent.
By placing a booking you confirm that you have carried out your own research on any hotels and accommodation that is part of your booking, and agree that those hotels and accommodation are suitable for you. Please remember all pictures shown are for illustrative purposes and actual rooms may differ.
The Special Conditions listed above apply in addition to the standard Zamzam Travel and Toures Ltd Travel Booking Terms and Conditions, which will also apply to your booking.
Zamzam Travel and Tours LTD. hold no responsibility for any changes imposed by the Ministry of Hajj for both Umrah & Hajj. All packages booked are subject to change without prior notice, date subject to Hijri calendar. Certain facilities, services and schedule are subject to situation in Saudi Arabia and may change without notice.
I have read the Terms, Conditions & Regulations of Zamzam Travel and Tours ltd. By confirming the package and/or making a payment I agree completely to the terms and conditions.