Terms & Conditions

1. Agreement to Terms

By booking services with Al-Hilal Tours & Travel ("Al-Hilal," "we," "us," or "our"), you ("client," "you," or "your") agree to be bound by these Terms and Conditions. Please read them carefully before making a booking. If you do not agree with these terms, please do not proceed with your booking.

2. Booking and Payment

2.1 Booking Process

A booking is confirmed only when we receive your deposit payment and issue a written confirmation. All bookings are subject to availability.

2.2 Payment Schedule

• A non-refundable deposit (typically 30-50% of the package cost) is required to secure your booking
• Full payment must be received at least 30 days before departure unless otherwise agreed
• Late payment may result in booking cancellation and forfeiture of deposit
• Payment can be made via mobile money, bank transfer, or cash at our office

2.3 Pricing

All prices are quoted in the currency specified and are subject to change until full payment is received. We reserve the right to adjust prices due to currency fluctuations, fuel surcharges, taxes, or changes in government regulations. Significant price increases will be communicated to you before final payment.

3. Package Inclusions and Exclusions

3.1 Standard Inclusions

Unless otherwise stated, our packages typically include:

• Return air tickets
• Visa processing and fees
• Accommodation in specified hotels
• Ground transfers between airport, hotels, and Haramain
• Guided Ziyarah tours
• On-ground support and coordination

3.2 Standard Exclusions

Unless specifically included in your package, the following are not covered:

• Personal expenses (shopping, phone calls, laundry, etc.)
• Meals not specified in the package
• Travel insurance
• Excess baggage charges
• Optional excursions or upgrades
• Tips and gratuities
• Medical expenses and vaccinations

4. Travel Documents and Visa

4.1 Passport Requirements

Your passport must be valid for at least 6 months from your date of travel. You are responsible for ensuring your passport meets this requirement.

4.2 Visa Processing

While we assist with visa applications, we cannot guarantee visa approval as this is at the sole discretion of the Saudi Arabian authorities. We are not responsible for visa rejections or delays.

4.3 Document Accuracy

You must provide accurate information in all documents. Errors or omissions may result in denied boarding, visa rejection, or additional costs, for which you will be responsible.

5. Cancellations and Refunds

5.1 Cancellation by Client

If you need to cancel your booking, the following cancellation charges apply:

• More than 60 days before departure: Loss of deposit
• 30-60 days before departure: 50% of package cost
• 15-29 days before departure: 75% of package cost
• Less than 15 days before departure: 100% of package cost (no refund)

5.2 Cancellation by Al-Hilal

We reserve the right to cancel a trip due to insufficient bookings, force majeure, or other circumstances beyond our control. In such cases, you will receive a full refund or the option to transfer to an alternative date. We are not liable for any additional costs you may have incurred.

5.3 No-Show Policy

Failure to show up for departure or join the group without prior notice will result in forfeiture of all payments with no refund.

6. Changes and Modifications

6.1 Changes by Client

Requests to change your booking (dates, accommodation, flights) are subject to availability and may incur additional fees. Changes requested within 30 days of departure may not be possible.

6.2 Changes by Al-Hilal

We reserve the right to make minor changes to your itinerary, accommodation, or travel arrangements if necessary. Major changes will be communicated to you as soon as possible. If you are not satisfied with the alternative arrangements, you may cancel for a full refund.

7. Travel Insurance

We strongly recommend that you purchase comprehensive travel insurance covering medical expenses, trip cancellation, baggage loss, and personal liability. Al-Hilal is not responsible for any losses that could have been covered by insurance.

8. Health and Safety

8.1 Health Requirements

You must meet all health requirements set by Saudi Arabian authorities, including mandatory vaccinations. You are responsible for obtaining any required health certificates.

8.2 Medical Conditions

You must inform us of any medical conditions, disabilities, or special needs at the time of booking. We will make reasonable efforts to accommodate your needs, but we cannot guarantee suitability for all participants.

8.3 Fitness to Travel

Umrah and Hajj involve significant physical activity, including walking long distances. You must ensure you are physically fit to undertake the pilgrimage. We reserve the right to refuse participation if we believe it poses a risk to your health or safety.

9. Liability and Responsibility

9.1 Our Liability

We act as an intermediary between you and service providers (airlines, hotels, transport companies). While we exercise due care in selecting reputable providers, we are not liable for:

• Acts or omissions of third-party service providers
• Flight delays, cancellations, or schedule changes
• Lost or damaged baggage (this is the airline's responsibility)
• Illness, injury, or death during the trip
• Theft or loss of personal belongings
• Force majeure events (natural disasters, political unrest, pandemics, etc.)

9.2 Your Responsibility

You are responsible for:

• Arriving at meeting points on time
• Following instructions from our tour guides and coordinators
• Complying with local laws and customs in Saudi Arabia
• Safeguarding your personal belongings
• Behaving respectfully toward other pilgrims and service providers
• Any costs arising from your misconduct or failure to follow instructions

10. Conduct and Behavior

We reserve the right to remove any participant from the group if their behavior is deemed detrimental to the group's welfare, safety, or the spiritual nature of the pilgrimage. No refund will be provided in such cases, and you will be responsible for your own return arrangements.

11. Complaints and Disputes

If you have any complaints during your trip, please inform your tour guide or our on-ground coordinator immediately so we can address the issue. Complaints raised after the trip will be handled on a case-by-case basis. Any unresolved disputes will be subject to the laws of Uganda.

12. Force Majeure

We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to war, terrorism, natural disasters, pandemics, government restrictions, strikes, or technical failures. In such cases, we will work with you to find alternative arrangements, but we are not obligated to provide refunds for costs already incurred.

13. Data Protection

Your personal information will be processed in accordance with our Privacy Policy. By booking with us, you consent to the use of your information as outlined in our Privacy Policy.

14. Governing Law

These Terms and Conditions are governed by the laws of Uganda. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the Ugandan courts.

15. Contact Information

For questions or concerns regarding these Terms and Conditions, please contact us: