Website, app and booking terms

About these terms

These terms cover Al-Hilal Travels bookings and the use of our website, public enquiry forms and mobile app.

By using these services, you agree to use them lawfully, responsibly, and for genuine travel planning or pilgrim support purposes.

Information and availability

The website and app provide journey information, planning guidance, trip support, document status visibility, readiness reminders, and communication paths for Umrah and Hajj services.

Prices, travel dates, airline schedules, hotel arrangements, package inclusions, visa requirements, pilgrimage rules, and support timelines can change because of operational, supplier, regulatory, or government decisions.

We try to keep published information accurate, but final details are confirmed directly by the Al Hilal team and relevant travel providers.

Bookings and payments

An enquiry or registration of interest alone is not a booking. Any payment made towards a trip constitutes a booking and is linked to an invoice.

Once a deposit is paid, the invoice price is locked for the selected trip. If you move to another trip, the new trip’s price applies.

Full payment is due at least 14 calendar days before departure. For bookings accepted fewer than 14 days before departure, full payment is required immediately.

All booking-policy deadlines are calendar days, including weekends and public holidays. The departure date is when the trip begins; the return date is when it ends.

Cancellations and refunds

For cancellation requests received at least 21 calendar days before departure, we deduct 25% of the total trip price, capped at the payments received. For requests received fewer than 21 days before departure, we deduct the higher of 25% of the total trip price or documented unrecoverable costs committed to your booking. These amounts are not added together, and the deduction cannot exceed what you have paid. We provide a breakdown and refund the remainder.

If you have paid less than 25% of the total trip price and cancel, the amount already paid is retained. You do not have to pay the difference up to 25%.

Refunds are sent or released 14 calendar days after the booked trip’s return date. This is the release date; arrival in your account may take longer.

Send cancellation and refund requests to info@alhilaltravels.com.

Changes and postponements

Change or postponement requests received at least 21 calendar days before departure incur no extra change fee. If you move to another trip, that trip’s price applies.

Send change requests to info@alhilaltravels.com.

Late bookings

A booking after the advertised deadline may be accepted where spaces remain and there is enough preparation time. Al-Hilal must confirm acceptance.

For bookings accepted fewer than 14 calendar days before departure, full payment is required immediately. The late price is communicated and agreed before confirmation.

Submitting travel documents

Submit all required travel documents no later than 10 calendar days before departure. For bookings fewer than 10 days before departure, contact the team to discuss document handling before proceeding.

Traveler responsibilities

Travelers are responsible for providing accurate names, contact details, passport information, document copies, medical or mobility notes, emergency contacts, and any other information needed for safe and lawful travel support.

Travelers must review their own passport validity, visa requirements, vaccination requirements, permit requirements, payment deadlines, and official travel rules. Al Hilal can guide and support, but travelers remain responsible for truthful information and timely cooperation.

If information changes, contact Al Hilal promptly so records, booking support, and readiness guidance can be updated.

Mobile app accounts and access

Some app features require a pilgrim account or booking-linked access. You are responsible for keeping your phone, login codes, and account access secure.

The app may show booking details, document status, daily program information, support updates, notifications, and feedback tools. These tools are provided to support your journey, but urgent or sensitive issues should still be raised directly with Al Hilal support.

We may suspend or restrict access if an account is misused, if access appears unauthorized, or if doing so is needed to protect travelers, staff, systems, or service integrity.

Documents and support records

Document information shown in the app is provided to help travelers understand readiness status and support next steps. It may not replace official passports, visas, permits, vaccination records, airline documents, or government systems.

If a document status appears wrong, expired, missing, or unclear, contact Al Hilal support. Do not rely on an app screen alone for airport, immigration, visa, or pilgrimage permit decisions.

Acceptable use

Do not use the website or app to submit false information, access another traveler’s account, interfere with the service, copy private content, reverse engineer the app, or attempt unauthorized access to Al Hilal systems.

Do not upload, send, or request content that is unlawful, abusive, fraudulent, misleading, or unrelated to genuine travel planning and pilgrim support.

Service changes and availability

We may update, pause, remove, or change website or app features as operations, security, platform rules, or service needs change.

We aim to keep the service available, but we do not guarantee uninterrupted access. Network issues, maintenance, device problems, hosting incidents, or third-party service outages may affect availability.

Privacy and contact

Use of the website and app is also governed by the Privacy Policy. The privacy policy explains what information is collected, how it is used, who it may be shared with, and how to request correction or deletion.

For questions about these terms, a booking, or app support, contact Al Hilal Travels Uganda at info@alhilaltravels.com, +256 700 773535, or Kyato Complex, Suite B5-18, Bombo Road, Kampala, Uganda.