Terms & conditions

These terms apply to every booking made with Prestige Hajj & Umrah LTD ("we", "us") through our offices in Chakswari and Islamgarh (Mirpur, Azad Kashmir) and Peterborough (United Kingdom), by phone, WhatsApp or this website. Please read them before you pay a deposit. By paying a deposit you accept these terms.

1. Making a booking

• A booking is confirmed only when we have received your deposit and sent you a written booking confirmation (by email, WhatsApp or on paper).
• The person who makes the booking must be 18 or over and accepts these terms for everyone named on the booking.
• Please check your confirmation as soon as you receive it. Names must match passports exactly. Tell us straight away if anything is wrong.

2. Prices and payment

• Package prices are per person and are shown in Pakistani rupees (PKR) for departures from Pakistan and in pounds sterling (GBP) for departures from the UK.
• Unless stated otherwise, a package includes only the items listed on the package page and on your confirmation (for example visa, flights, hotels, transport and ziyarat).
• A deposit is due when you book. The balance is due by the date on your confirmation. If the balance is not paid on time we may cancel the booking and apply the cancellation charges in our Refund & cancellation policy.
• Until you have paid in full, the price may change if airline fares and taxes, Saudi government fees, hotel rates or exchange rates change. We will tell you before any change and show you the reason. Once you have paid in full, your price is fixed.

3. Passports, visas and health

• You must hold a passport valid for at least 6 months from your travel date, with at least two blank pages.
• We apply for your Umrah or Hajj visa on your behalf. The decision to issue a visa is made only by the Saudi authorities. We cannot guarantee that a visa will be issued or issued on time.
• You must give us correct documents and information on time. We are not responsible if travel is refused or delayed because of missing or wrong documents.
• You are responsible for meeting Saudi health rules, including the meningitis (ACWY) vaccination. See our Umrah visa information page.
• Hajj places are subject to the quota and rules of the Ministry of Hajj and Umrah and, for Pakistan, the Ministry of Religious Affairs.

4. Flights, hotels and transport

• Flight times are set by the airline and can change. We will pass on any change as soon as we hear about it.
• Baggage allowances are set by the airline and are shown on your ticket.
• Hotel distances from the Haram and Masjid an-Nabawi are approximate walking distances. Rooms are shared (quad, triple or double) as shown on your confirmation. Hotel check-in and check-out times are set by the hotel.
• If a hotel cannot provide your booked rooms, we will move you to a hotel of a similar or higher standard.

5. Changes you make

You can ask to change a booking (for example dates, room type or names). We will try to help. Any extra cost charged by the airline, hotel or visa authorities, plus our change fee, is payable by you. Some items, such as issued tickets and visas, cannot be changed.

6. Changes or cancellation by us

Sometimes we have to change part of your trip, for example because an airline changes its schedule or a hotel is unavailable. If a change is significant, you may accept it, choose an alternative, or cancel and receive a refund of the money you paid for the affected services. We will not cancel your booking after you have paid in full unless we are forced to by events outside our control.

7. Events outside our control

We are not responsible for delays, changes or losses caused by events we cannot control, such as government decisions, changes to Saudi rules, war, unrest, natural disasters, epidemics, airline or airport strikes, or severe weather.

8. Your conduct

You must follow the laws of Saudi Arabia and the instructions of our group leaders and the authorities, including Nusuk permit times for Umrah and Rawdah. We may remove anyone from a group whose behaviour puts others at risk, without a refund.

9. Travel insurance

The Saudi visa includes basic medical cover. We strongly advise every pilgrim to also take out travel insurance that covers cancellation, medical costs and lost baggage.

10. Complaints

If something goes wrong during your trip, tell your group leader or call our office straight away so we can put it right. If you are still not satisfied, please write to us within 28 days of your return at prestigeumrahtours@outlook.com.

11. Law

Bookings made through our Pakistan offices are governed by the laws of Pakistan. Bookings made through our UK office are governed by the laws of England and Wales. This does not affect your rights as a consumer.