Terms and Conditions

• "We", "Us", "Our", "the Company" refers to Ikhlas Travel, the trading name of Times Travel Limited, company number 01813409, including its directors, employees, agents and authorised representatives.
• "You", "Customer", "Passenger" refers to the person making the booking and every person included in the booking.
• "Lead Passenger" means the person who makes the booking. The Lead Passenger confirms they are at least 18 years old, are authorised to accept these Terms on behalf of every person in the booking, and are responsible for all payments due.
• "Supplier" means any independent third party that provides a travel service, including airlines, hotels, transport operators, ziyarat operators, ground handlers, visa platforms, government authorities and the Nusuk platform.
• "Booking" means any travel service arranged by us on your behalf, whether confirmed by email, invoice or WhatsApp.
• "Issuance" means the point at which a supplier has actually issued the service: an airline electronic ticket number, a hotel confirmation or voucher, a transport voucher, or an approved visa.

We provide Umrah packages and Umrah services only. We do not own or operate any airline, hotel, vehicle, ziyarat service or visa authority. We buy each service from an independent supplier and arrange it on your behalf.

Your confirmation states how your booking is arranged. A booking is either separate services or a package. If it meets the legal definition of a package under the Package Travel and Linked Travel Arrangements Regulations 2018, it is treated as a package.

Separate services

• Each service is a separate contract between you and the relevant supplier, subject to that supplier's own terms, conditions, rules and policies, which are available on request. Where a supplier's terms differ from ours, the supplier's terms apply to that service.

Packages

• The Regulations apply and take priority over anything different in these Terms. We are responsible for the services in your package, and we will give you appropriate assistance if you are in difficulty.
• After your package is confirmed, its price can only rise because of transport costs, taxes or fees, or exchange rates, and not later than 20 days before departure. If the rise is more than 8%, you may cancel for a full refund.
• You can cancel before departure by paying a cancellation charge that reflects our actual costs. No charge applies if unavoidable and extraordinary circumstances at your destination significantly affect your package.
• You can transfer your package to a suitable person with reasonable notice, at least 7 days before departure, paying the transfer costs.
• If we significantly change or cancel your package, you may cancel for a full refund. Any refund due under these rules is paid within 14 days.

Any description, photograph, star rating, distance or facility listed for a hotel, vehicle or service is provided by the supplier or a public source in good faith. It may change without notice, and we do not guarantee it.

Nothing in these Terms affects your statutory rights as a consumer.

By making any payment against an Ikhlas Travel invoice (deposit, instalment or full payment), or by confirming your booking in writing, you acknowledge and agree that:

• You have read, understood and accepted these Terms and Conditions.
• You understand how your booking is arranged, as stated on your confirmation.
• Services are subject to the respective supplier's terms, conditions and policies, as explained in Section 2.
• You accept these Terms on behalf of every passenger named in the booking.

Payment is your acceptance. A signature is not required. If you do not agree with any part of these Terms, you must tell us in writing and must not make any payment.

• All quotations are indicative only. A quotation is not a booking and does not reserve any seat, room, vehicle or visa.
• Prices depend on live supplier availability and may change at any time until each service has been issued, even if a deposit or instalments have already been paid. Section 2 applies once a package is confirmed.
• Any increase in airfares, hotel rates, transport rates, taxes, fuel surcharges, government levies, visa fees or exchange rates before issuance must be paid by the customer, subject to Section 2.
• Prices for Ramadan, the last ten nights of Ramadan, school holidays, Islamic peak periods and public holidays change quickly and have very limited availability.
• If an obvious pricing or typing error appears in a quotation or invoice, we may correct it before issuance. You may then accept the correct price or cancel and receive back any money paid for unissued services, less any costs already incurred.

A separate service is only confirmed when both of the following have happened: we have received full cleared payment for that service, and the supplier has issued it (airline electronic ticket number, hotel confirmation or voucher, transport voucher, or approved visa).

Until then, any invoice, booking reference, quotation, hold or message from us is a provisional arrangement only and not a guarantee of price or availability. A package is confirmed when we confirm it in writing as a package.

• We offer instalment plans to make payment easier. Paying a deposit allows us to start arranging your booking. It does not lock in the price or guarantee availability of any service, unless we confirm in writing that a specific service has been issued or your package has been confirmed.
• While you are paying in instalments, suppliers may increase their prices, or flight seats, hotel rooms or other services may sell out. Subject to Section 2, Ikhlas Travel is not responsible for any such price increase or loss of availability.
• If a price increases before issuance, you must pay the difference before the service can be issued.
• If a service is no longer available, we will offer you the closest available alternative. Any price difference must be paid by you.
• If you wish to secure a price, you must pay the full amount for that service so it can be issued immediately.
• Deposits are non refundable, as they are used to start arranging services with suppliers and to cover our administration costs.
• All instalments must be paid on or before the due dates shown on your invoice. The full balance must be paid by the final due date, and in any case before services can be issued.

• Payments must be made only to the official bank account shown on your invoice. We will never ask you to pay into a personal account or change our bank details by phone, text or WhatsApp. Always confirm bank details with us before paying. We are not responsible for money paid to any other account.
• Please use your booking reference as the payment reference.
• Cash deposit cut off times: weekdays before 4:00 PM; Saturdays before 2:00 PM. Payments made after these times may not reflect on the same day.
• Bank transfers: online transfers may not credit instantly. Customers are responsible for checking processing times with their bank. Transfers are only credited and verified on working weekdays, excluding weekends and UK bank holidays.
• Receipts: a written receipt or confirmation will be issued for every payment. Please keep all receipts.
• A payment is only treated as received when the funds have cleared in our account.

• If any instalment or the balance is not paid by its due date, we may treat the booking as cancelled by you.
• In that case, all deposits and instalments paid will be used to cover supplier costs already incurred and our administration fees, and the cancellation charges in Section 10 will apply.
• We are not responsible for any increase in price or loss of availability caused by late payment.

• Most travel services, including flights, hotels, transport, ziyarat and visas, are non refundable once booked or issued.
• Some services may be changed to other dates, strictly subject to supplier terms and live availability.
• Any amendment will incur supplier fees, fare or rate differences and our administration fee, all payable by the customer.
• For separate services, refunds, where available at all, are subject entirely to the policies of the relevant airline, hotel or supplier.

• All change or cancellation requests must be made in writing (email or WhatsApp) by the Lead Passenger. Verbal or phone requests will not be accepted.
• A request is effective from the date and time we receive it in writing.
• Changes are subject to supplier rules, administration fees and availability.
• Name changes are generally not permitted on airline tickets or visas. Where allowed, they will be charged as a new booking.
• Discounted, promotional, group or Ramadan period bookings may not be changeable or refundable once confirmed.
• Cancellation charges are the total of all non refundable supplier costs plus our administration fee. These may equal 100% of the booking value.
• No refund is given for no shows, late arrival, early departure, or any unused part of your booking (including unused hotel nights, transport, ziyarat or flight sectors).

• Suppliers can and sometimes do make changes after a booking is confirmed and even after a ticket or voucher has been issued. This can affect flights, hotels, transport and ziyarat.
• Examples include flight time, routing or aircraft changes; a hotel moving guests to another hotel due to overbooking, maintenance or operational reasons; a change of room type; a change of vehicle type or transport company; or a cancelled or rescheduled ziyarat.
• We will inform you as soon as reasonably possible after the supplier tells us, and will use reasonable efforts to help you obtain a suitable alternative of a similar standard.
• Minor changes (such as a flight time change of a few hours, a terminal change, or a hotel or vehicle of a similar standard) do not entitle you to compensation or cancellation.
• For separate services, if a supplier cancels a service, we will pass on to you any refund we actually receive from that supplier, less our non refundable service fee, or help you arrange an alternative subject to availability and any price difference.
• We may cancel a booking if payment is not received on time, if false or incomplete information has been provided, or if we reasonably suspect fraud.

• For separate services, eligible refunds depend on the policies and approval timelines of the relevant suppliers. We will process an eligible refund after the supplier has officially released it and we have received it. These refunds typically take 2 to 4 months to process and clear, and may take longer.
• For packages, refunds due under Section 2 are paid within 14 days.
• Refunds will be paid only to the original payer, by the original payment method where possible.
• Our service and administration fees are non refundable once services have been booked or arranged, unless the law requires otherwise.
• Airline taxes on unused tickets may be claimed back only where the airline allows it, and an administration fee will apply.

• All services are provided by independent third party suppliers, each with its own terms and policies.
• Ikhlas Travel has no control over supplier decisions, including cancellations, schedule changes, overbookings, room allocation, vehicle allocation, staff behaviour or service quality.
• If a supplier changes or cancels a service, we will use reasonable efforts to help arrange a suitable alternative of a similar standard, subject to availability.
• For separate services, we are not liable for any act, omission or failure of a supplier, and any price difference must be paid by the customer.

We shall not be liable for any disruption, cancellation, delay or financial loss caused by events beyond our reasonable control, including:

• War, military conflict, terrorism, civil unrest or political instability.
• Government restrictions, border closures, sudden travel bans, or changes to visa or Umrah rules by the Saudi authorities (including Nusuk quota, permit or season changes).
• Airline operational issues, strikes, airspace closures or unexpected cancellations.
• Natural disasters, extreme heat or extreme weather conditions.
• Pandemics, epidemics and public health measures.
• Closure or restriction of the Haramain, Rawdah or any holy site, or crowd control measures.
• Visa refusals, delays or cancellations by the Saudi authorities for any reason.

For separate services, refunds are not guaranteed and depend strictly on supplier approval. For packages, your refund rights under Section 2 still apply.

• Airlines are responsible for all flight operations, schedules, timings, seats, meals, baggage and onboard service.
• Standard electronic tickets are generally issued within 48 to 72 hours after full cleared payment, or 12 to 24 hours for urgent bookings. No paper tickets are issued.
• Passengers must reconfirm flight timings 72 hours before departure.
• Passengers must arrive at the airport at least 3 hours before international flights and 2 hours before domestic flights. We are not responsible for flights missed by passengers.
• Baggage allowance, Zamzam water allowance and excess baggage charges are set by the airline. Any extra charges are payable by the passenger.
• If you miss any flight sector, the airline may cancel all remaining sectors without refund.
• Seat selection, special meals, bassinets and wheelchair assistance are requests only and cannot be guaranteed.
• Compensation claims for flight delays and cancellations are made by the passenger directly with the airline.
• Itinerary changes are subject to airline rules, fare restrictions and seat availability.

General

• Hotels are booked through hotels or hotel suppliers, under their own rate conditions. These are usually non refundable but may be changeable subject to supplier terms.
• Standard check in in Makkah and Madinah is usually from 4:00 PM, and check out by 12:00 PM. Early check in and late check out are not guaranteed and may cost extra.
• Alternative hotels of a similar standard may be provided by the hotel or supplier for operational reasons, even after a voucher has been issued.
• Any voluntary upgrade or change requested by the customer will incur extra charges.

Hotel choice is your responsibility

• Before confirming, please check the hotel's location, distance to the Haram, photos, reviews and facilities, for example on Google Maps and booking websites.
• Where you receive the hotel you confirmed, a later preference that it is "too far" or "not to my liking" is not grounds for a refund or compensation.
• Distances to the Haram are approximate. Actual walking distance and time may vary depending on the gate used, route, road closures and crowd control.
• Star ratings are set by local Saudi authorities or the hotel and may differ from UK or European standards.

Rooms

• Room type, view (including Haram or Kaaba view), floor, bed type, smoking or non smoking, and connecting or adjacent rooms are requests only and cannot be guaranteed, unless shown as confirmed on your voucher.
• In triple, quad and shared rooms, extra beds may be sofa beds, rollaway beds or mattresses, and room space will be limited.
• Hotels near the Haram are often busy, crowded and noisy, especially during peak periods, and some may have construction or renovation nearby.
• If you are unhappy with your room, report it immediately to hotel reception and inform us at the same time, so it can be resolved.

Facilities and extra services

• Facilities such as laundry, shuttle buses, Wi Fi, lifts, room service, restaurants, mini fridges, kettles and prayer areas are provided by the hotel at its own discretion. They may be unavailable, limited, charged for or withdrawn, and are not part of our service unless stated on your invoice.
• Hotel shuttle timings and availability are decided by the hotel and may be suspended during peak periods or by crowd control rules.
• Lifts in hotels near the Haram can have long waits during prayer times.
• Meal plans are provided by the hotel, which decides the menu, timings and food quality.
• Extra charges at the hotel (such as minibar, laundry, room service, damage or local fees) must be paid by the passenger directly to the hotel.

• Transport (airport transfers, Makkah, Madinah transfers and other journeys) is provided by licensed Saudi transport operators, not by Ikhlas Travel.
• Vehicle type, model, condition and make are subject to availability, and the operator may change the vehicle or driver without notice.
• Timings are approximate. Passengers must be ready at the agreed pick up point on time. Missed transfers caused by passenger delay will not be refunded.
• Transport may be delayed by traffic, checkpoints, flight delays, prayer times and crowd control, especially during Ramadan and on Fridays.
• Shared or group transport may involve waiting for other passengers and stops at other hotels.
• Passengers must keep their luggage within the agreed allowance. Extra luggage may need an extra vehicle at the passenger's cost.
• If a flight is delayed or changed, tell us as soon as possible so we can try to reschedule the transfer. Any extra cost is payable by the passenger.

• Ziyarat tours are operated by independent local operators. The sites visited, order of visits, duration, guide and language may vary.
• Ziyarat may be shortened, changed or cancelled due to site closures, government rules, crowd control, weather or prayer times.
• Entry to some sites may be restricted, and in some cases only an external view is possible.
• Passengers who are late or miss a scheduled ziyarat will not receive a refund.

These are entirely the passenger's own responsibility:

• Passport: valid for at least 6 months from the scheduled return date, with at least 2 blank pages, in good condition.
• Residence status: where the passenger is not a citizen of the country they live in and travel from, a valid visa, residence permit or immigration status that allows them to leave and re enter, valid for the whole trip and the return journey.
• Transit and other countries: any transit visa, re entry permit or visa for any country other than Saudi Arabia.
• Nationality rules: checking the entry and exit rules for their own nationality and passport, including rules for dual nationals.
• Names and details: providing details exactly as they appear on the passport. Any cost caused by incorrect names or details is payable by the passenger.

Ikhlas Travel does not check or verify any passenger's immigration status, residence permit or passport validity, and accepts no liability for denied boarding, refused entry, refused re entry, fines or deportation caused by invalid or missing documents. No refund will be issued in such cases.

• We arrange Saudi visas only, and only where a Saudi visa is included in your booking and shown on your invoice. We do not provide visas for any other country.
• The type of Saudi visa depends on the passenger's nationality, residence status and the rules in force at the time. The passenger must make sure they are eligible for the visa type applied for.
• If you arrange your own Saudi visa, you are fully responsible for it, including its validity and conditions of use.
• Visa fees are non refundable once the application has been submitted, whether the visa is approved, refused, delayed or unused.
• We accept no responsibility for processing delays, changing document requirements or visa refusals by the Saudi authorities.
• The passenger is responsible for ensuring all documents and information submitted are accurate, genuine and valid. Any visa refused or cancelled because of incorrect information will not be refunded.
• A visa does not guarantee entry. Final entry is at the discretion of Saudi immigration.
• Each visa type has its own rules, and the passenger must follow them.
• Passengers must not overstay their visa. Any fines, penalties, detention, deportation or travel bans for overstaying or misuse are the passenger's sole responsibility.
• Visa processing times, rules and fees may change without notice.

• All pilgrims must follow the rules of the Saudi Ministry of Hajj and Umrah, including registration and permits on the Nusuk platform where required.
• Umrah permits, Rawdah (Riyadh ul Jannah) permits and prayer slots are issued by the Saudi authorities. We may assist with requests, but their availability, dates and times cannot be guaranteed.
• Saudi authorities may change Umrah rules, seasons, permit systems, age limits or entry requirements at any time. Subject to Section 2, any resulting cost is the passenger's responsibility.
• Passengers must follow all Saudi laws, customs and dress codes. We are not liable for any fines, detention or penalties caused by a passenger's actions.

• Passengers must meet all health requirements set by Saudi Arabia and the airline, including any mandatory vaccinations (for example meningitis ACWY) and certificates.
• Umrah involves extensive walking, crowds and high temperatures. Passengers must make sure they are medically fit to travel and perform Umrah.
• Passengers with medical conditions, reduced mobility or special needs must tell us in writing at the time of booking. We will pass requests to suppliers but cannot guarantee them.
• Pregnant passengers must check airline rules on pregnancy before booking.
• Passengers are responsible for carrying their own medicines and prescriptions, in line with Saudi rules on medicines.

• Comprehensive travel insurance is strongly recommended for every passenger from the time of booking. It should cover cancellation, medical expenses, repatriation, baggage and personal belongings.
• Any health insurance included with a Saudi visa is limited and is not a substitute for full travel insurance.
• If you travel without adequate insurance, you accept responsibility for any costs that insurance would have covered.

• Passengers under 18 must travel with a parent or legal guardian. Extra documents (such as birth certificates or consent letters) may be required.
• Passengers must check the latest Saudi rules for women travellers and minors before booking. We are not liable for any refusal caused by not meeting these rules.

• Passengers must behave respectfully towards our staff, suppliers and other pilgrims, and follow local laws.
• We or any supplier may refuse service to or remove a passenger whose behaviour is disruptive, abusive or unlawful. No refund will be given, and the passenger will be liable for any resulting costs.
• In group bookings, passengers must follow the reasonable instructions of the group leader or our representative.
• Personal belongings, money, passports and valuables are the passenger's own responsibility at all times.

• Checking all booking details, tickets, vouchers and invoices as soon as you receive them, and telling us of any error within 24 hours. Later corrections may not be possible and any cost may be payable by you.
• Checking hotel locations, distances, facilities and reviews before confirming your booking.
• Providing all required documents correctly and on time.
• Keeping your contact details up to date and staying reachable before and during travel.
• Paying all instalments and balances on time.

• Any problem during travel must be reported immediately to the supplier (hotel reception, airline or driver) and to us, so it can be put right on the spot. If you do not report a problem at the time, we may be unable to help, and any compensation may be reduced.
• Personal preference or expectations (such as taste of food, room decor, view, or facilities offered at the hotel's discretion) are not grounds for refund or compensation.
• We will acknowledge your complaint within 7 working days and aim to give a full response within 28 days.
• Where a complaint concerns a supplier of a separate service, we will pass it to the supplier. Any compensation is at the supplier's discretion.

• For separate services, as an intermediary agent, Ikhlas Travel is not liable for any loss, delay, inconvenience, injury or damage caused by third party suppliers or by events outside our control. Where we are found liable, our maximum liability is limited to the service and administration fees charged directly by us for the affected booking.
• For packages, where the law allows, our liability is limited to three times the package price. This limit does not apply to personal injury, or to damage caused intentionally or negligently.
• We are not liable for any indirect or consequential loss, or loss of earnings, where the law allows this to be excluded.
• Nothing in these Terms limits or excludes our liability for death or personal injury caused by our own negligence, for fraud, or for anything else that cannot be limited under the law.

• Please raise any dispute or complaint directly with us in writing first, under Section 27, so that we can seek an amicable resolution.
• If a chargeback or dispute is raised for services already provided or for non refundable costs, we will provide your bank with evidence of your booking, payments, communications and acceptance of these Terms, and we may seek to recover losses caused by an unjustified chargeback where the law allows.
• This section does not remove any legal right you have with your bank or card issuer.

• We collect and use your personal data (including passport details, residence documents and photographs) only to arrange your travel and meet legal requirements.
• Your data will be shared with suppliers and authorities (such as airlines, hotels, transport operators, the Nusuk platform and Saudi authorities) as needed to provide your services. Some of these are outside the UK.
• We handle your data in line with the UK General Data Protection Regulation and the Data Protection Act 2018. See our Privacy Policy.
• By booking, you confirm you have permission to share the personal data of every passenger in your booking.
• Please send passport copies or payment details only to our official email address or WhatsApp number.

We may take photographs or videos during group trips for marketing. We will only use images in which you can be clearly identified with your consent. You may withdraw consent at any time by writing to us.

• All booking confirmations, invoices, payment requests, change notices and policy updates sent by email or official messaging platforms, including WhatsApp, are official communications.
• Only messages from Ikhlas Travel's official email address and WhatsApp number are valid.
• Any promise, discount or special arrangement is only valid if confirmed by Ikhlas Travel in writing.

We may update these Terms from time to time. The version in force on the date of your booking applies to your booking.

• If any part of these Terms is found invalid or unenforceable, the rest will remain in full effect.
• These Terms, together with your booking confirmation and invoice, form the entire agreement between you and us. No verbal promise by any staff member changes these Terms unless confirmed by us in writing.

These Terms are governed by the laws of England and Wales, and the courts of England and Wales will have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you may also bring a claim in your local courts.

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists the flights, hotels and other services that are financially protected, where you can get information about what this means for you and who to contact if things go wrong.

Ikhlas Travel, Times Travel Limited, ATOL number 74904. Please check your certificate lists everything you booked. Some flights and flight inclusive holidays on this website are financially protected under the ATOL scheme. However, ATOL protection does not cover every holiday and travel service listed on this website.