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Terms and Conditions

Please read the following terms and conditions carefully before booking with Ziyuf Al Rahman. By making a booking, you accept these terms, and they form a legally binding agreement between you and Ziyuf Al Rahman.

We encourage all customers to review the details thoroughly and ensure they understand their responsibilities before travelling.

1. Booking and Reservations

  • A booking is confirmed only after Ziyuf Al Rahman receives the required deposit or full payment.
  • Telephone bookings are treated as confirmed once accepted, just as if confirmed in writing.
  • All deposits paid are strictly non-refundable.
  • The person making the booking is responsible for ensuring payments are made on time for all travellers in the group.

2. Payments

  • Final balances must be paid by the due date shown on your booking confirmation. Failure to pay may result in cancellation and loss of deposit.
  • Any changes in fares, airline taxes, or exchange rates at the time of booking confirmation are the responsibility of the passenger.
  • Payments made through credit cards may incur a surcharge. Debit card payments are free of surcharge.
  • Bank transfers made after business hours, weekends, or public holidays may not reflect on the same day. Customers are responsible for ensuring payments are cleared before deadlines.
  • Please note: Ziyuf Al Rahman only accepts payments into its authorised bank account. We will never ask for funds to be transferred elsewhere. 

Any payments made into other accounts are at the passenger’s own risk.

3. Flights and Ticketing

  • All airline schedules, flight numbers, and aircraft types are subject to change by the airline.
  • Tickets are issued as e-tickets only; paper tickets will not be provided.
  • Tickets are normally issued within 48–72 hours of receiving full payment. If travel is within 24 hours, tickets are generally issued within 12–24 hours.
  • If you do not receive your ticket(s) within the given timeframe, please contact us immediately.
  • Passengers must reconfirm flight details 72 hours before departure with either the airline or Ziyuf Al Rahman.
  • Check-in time: 3 hours before international flights and 2 hours before domestic flights.

4. Cancellations and Refunds

  • Umrah packages are non-changeable and non-refundable once booked and confirmed.
  • Airline tickets booked through us are also non-refundable and non-changeable, unless otherwise stated by the airline.
  • Refunds for flight cancellations are strictly subject to airline approval and conditions. Refunds can take between 1 to 6 months to process.
  • Refunds will not be released until Ziyuf Al Rahman has received the refund from the relevant airline or supplier.
  • Any refund is subject to airline deductions plus Ziyuf Al Rahman’s administration fees.
  • Refunds are returned using the same payment method used to make the booking.
  • Refund requests must be submitted in writing.

5. Visas and Travel Documents

  • All passengers must hold a valid passport (minimum 6 months validity from the return date).
  • It is the pilgrim’s responsibility to provide correct documents for visa applications. Incorrect or incomplete documents may result in delays or refusal.
  • Visa fees are non-refundable.
  • Ziyuf Al Rahman cannot be held liable for visa delays, changes, or rejections by Saudi authorities.
  • Any changes in Saudi visa prices will be the responsibility of the passenger.
  • Travellers to the USA must apply for an ESTA visa directly at https://esta.cbp.dhs.gov/esta.

6. Accommodation

  • Hotels are rated by the Saudi Ministry of Tourism and may not reflect international hotel standards.
  • While we will make every effort to provide the accommodation booked, sometimes an alternative of a similar standard may be arranged. Any difference in cost will be passed to the passenger.
  • If you are unhappy with the quality of your accommodation, complaints regarding cleanliness, room conditions, or services must be raised directly with the hotel management.
  • Children under 6 years old may share a parent’s room free of charge, but breakfast or other extras must be paid directly to the hotel.

7. Package Inclusions and Services

  • Meals provided are based on group arrangements and may sometimes be delayed due to heavy demand during Hajj or Umrah.
  • Transfers included in the package are private or group-based. If you purchase a visa-only service but use transfers arranged by NUSUK, additional charges may apply.
  • Ziyuf Al Rahman is not responsible for the performance of third-party services such as guides, transport, or catering providers.

8. Amendments and Changes

  • Any amendments requested after confirmation are subject to availability and airline/hotel policies.
  • Additional charges may apply for amendments.
  • In cases of significant changes (such as major flight schedule changes or hotel downgrades), you will be given the choice of:
    • accepting the change,
    • cancelling and receiving a refund (where permitted by the supplier), or
    • accepting an alternative package of similar or higher value, if available.

9. Behaviour and Responsibilities

  • Passengers are expected to respect fellow travellers and staff throughout the journey. Any behaviour causing disruption, danger, or damage may result in termination of services without refund.
  • Any damage caused to accommodation, transport, or facilities must be paid for by the passenger.

10. Health and Medical Conditions

  • Passengers must declare any medical conditions at the time of booking.
  • All medicines should be carried in hand luggage along with prescriptions.
  • Travel insurance covering medical treatment, cancellations, and lost belongings is strongly recommended.

11. Liability

  • Ziyuf Al Rahman acts only as an agent for airlines, hotels, and service providers. We are not responsible for their actions, errors, or omissions.
  • We accept no liability for delays, cancellations, missed flights, or disruptions caused by airlines, immigration authorities, weather, strikes, or any events beyond our control.
  • All passengers must comply with Saudi laws, regulations, and requirements during their journey.

12. Force Majeure

We accept no responsibility for losses, delays, or cancellations arising from circumstances beyond our control, including but not limited to:

  • War, riots, or political unrest
  • Strikes or industrial disputes
  • Terrorist activity
  • Natural disasters (floods, earthquakes, fire, pandemics)
  • Airline operational issues or airport closures

In such cases, administration fees may still apply to cancellations or refunds.

13. Legal Jurisdiction

These terms and conditions are governed by the laws of England and Wales. Any disputes will be handled under the jurisdiction of the UK courts.

14. Final Agreement

By booking with Ziyuf Al Rahman, you confirm that:

  • You have read and understood these Terms and Conditions.
  • You accept responsibility for ensuring you and all members of your party comply with travel requirements.
  • You agree that all bookings are subject to airline, hotel, and Saudi government regulations.

Your booking with Ziyuf Al Rahman confirms acceptance of these Terms and Conditions.