Terms and conditions

1. Introduction

Welcome to Suhail Haj and Umrah Tours (“Company”, “we”, “us” or “our”). We provide pilgrimage and travel-related services, including Hajj and Umrah packages, visa assistance, air travel arrangements, accommodation, transportation, ziyarah and other services described for each package.

These Terms govern your use of our website and the booking or purchase of services through us. By submitting an enquiry, making a booking, making a payment or otherwise engaging our services, you acknowledge that you have read and accepted these Terms, together with the package-specific conditions communicated to you.

Hajj and Umrah arrangements are subject to the rules, approvals, quotas, visa requirements, health requirements and other directions of the Government of India, the Government of the Kingdom of Saudi Arabia, the Saudi authorities, airlines, hotels and other service providers. The applicable rules for the relevant travel season will prevail where they conflict with general website information.

2. Definitions

“Pilgrim”, “Customer”, “Traveller”, “you” or “your” means the person booking or using our services, including persons travelling as part of the same booking. “Package” means the Hajj, Umrah or travel package selected by the customer. “Service Providers” means airlines, hotels, transport operators, visa authorities, Saudi service providers, government authorities, insurers and other third parties involved in delivering the booked services.

3. Services and package information

• Each package includes only the services expressly stated in the applicable quotation, brochure, invoice, itinerary or booking confirmation.
• Hotel category, room type, room occupancy, distance from the Haram, transport arrangements, meal plan, flight details, visa assistance and other inclusions may vary by package.
• Photographs, illustrations, maps and descriptions displayed on the website are for general information and may not represent the exact room, vehicle or facility finally provided.
• Any service requested outside the selected package may be charged separately.
• Special requests are subject to availability and are not guaranteed unless confirmed by the Company.

4. Booking and confirmation

• A booking is confirmed once the booking amount (30% of the package price) has been received and the Company has confirmed the seat, subject to availability and applicable authority approvals.
• Every booking must be confirmed by the Suhail Haj & Umrah Tours office in Nashik. A booking that has not been confirmed by the Nashik office will not be considered a booking.
• The Company may require a completed booking form, passport copies, photographs, identity documents, vaccination or health documents and other documents required for the selected journey.
• The customer is responsible for ensuring that all information supplied is accurate, complete and consistent with the passport and official documents.
• A booking may remain provisional until the required payment, documents, visa process and supplier confirmations are completed.
• The Company may decline or cancel a booking where required documents, payments or eligibility conditions are not satisfied.

5. Payments

• The booking amount is 30% of the package price. The balance is paid in stages before departure; on request, the Company can plan instalments with the customer, to be completed before the tour.
• All common payment methods are accepted (bank transfer, UPI, cards and payment at the Nashik office). Payments should be made only through the official payment channels communicated by the Company.
• Failure to pay the balance by the stated deadline may result in cancellation of the booking and applicable cancellation or supplier charges.
• Where prices are affected by airline fares, hotel rates, visa charges, taxes, currency fluctuations, government charges or other supplier revisions before final confirmation, the Company may communicate the revised amount where legally and contractually applicable.

6. Passport, visa and government requirements

• The customer must provide a valid passport and all documents required for the relevant journey within the timelines communicated by the Company.
• Visa issuance is subject to approval by the competent Saudi authorities and is not guaranteed merely because an application has been submitted.
• Visa, entry, health, vaccination, biometric, immigration and other requirements may change. Customers must comply with the rules applicable at the time of travel.
• The Company is not responsible for refusal, delay or cancellation by a government authority where such decision is outside the Company’s control.
• Government, embassy, visa, permit, biometric and similar charges may be non-refundable once incurred or submitted, subject to the rules of the relevant authority.

7. Flights, hotels, transport and third-party services

Many components of a pilgrimage package are provided by independent third-party service providers. Airline schedules, aircraft, baggage rules, hotel allocation, room availability, transport, meal arrangements and other services are subject to the terms and operational decisions of those providers.

• The Company will make reasonable efforts to provide the services confirmed in the booking.
• Where an airline, hotel, transport operator, Saudi service provider or authority changes or withdraws a service, the Company may arrange a reasonable alternative where available.
• Supplier-specific cancellation, amendment, baggage, no-show or rebooking charges may be passed on to the customer.
• Hotel room allocation is subject to the confirmed room category and occupancy. Specific room numbers, views or adjacent rooms cannot be guaranteed unless expressly confirmed.

8. Changes to itinerary or services

Due to operational, governmental, airline, hotel, weather, security, health or other circumstances, the Company may need to modify flight schedules, hotel arrangements, transport, dates, routing or other itinerary components. Where a change is necessary, the Company will communicate the material change and, where reasonably possible, provide an alternative arrangement of comparable nature. Any refund or additional amount will be handled according to the applicable supplier terms, package terms and law.

9. Pilgrim responsibilities

• Follow the instructions of the Company’s group leaders, representatives, airlines, hotels, transport operators and Saudi authorities.
• Comply with immigration, customs, health, security, religious-site and local laws and regulations.
• Carry required original documents and safeguard passports, money, medicines and personal belongings.
• Provide emergency contact and health-related information when reasonably required for travel arrangements.
• Arrive at airports, meeting points and departure locations at the times communicated by the Company.
• Inform the Company promptly of any issue affecting travel, including missed connections, lost documents or inability to use a booked service.

10. Health, fitness and travel readiness

Pilgrimage travel can involve walking, crowds, heat, long journeys and physically demanding activities. Customers are responsible for obtaining appropriate medical advice and ensuring that they are fit to travel. Any health, vaccination or medical requirements imposed by Saudi or Indian authorities must be complied with. Where a customer is prevented from travelling because of a medical, health or authority-related restriction, refund rights will depend on the applicable package and supplier terms.

11. Cancellation and refunds

Cancellation and refunds are covered in our separate Cancellation and refund policy, which forms part of these Terms.

12. Force majeure and unforeseen events

The Company shall not be liable for failure or delay caused by circumstances beyond its reasonable control, including but not limited to government restrictions, visa or entry restrictions, war, terrorism, civil unrest, strikes, epidemics or pandemics, natural disasters, extreme weather, airport closures, airline disruptions, changes in Saudi or Indian regulations, acts of authorities, security incidents or other force majeure events. In such circumstances, the Company will reasonably assist customers with available alternatives and supplier claims, but refunds will remain subject to the amounts recoverable from the relevant suppliers and authorities and applicable law.

13. Baggage and personal belongings

Customers are responsible for their baggage and personal belongings throughout the journey. Airline baggage allowances and restrictions apply. The Company is not responsible for loss, theft, damage or delay of personal belongings except to the extent liability cannot lawfully be excluded.

14. Limitation of liability

To the extent permitted by applicable law, the Company shall not be responsible for losses arising from acts or omissions of independent third-party service providers, government authorities, airlines, hotels, transport operators or events beyond the Company’s reasonable control. Nothing in these Terms is intended to exclude or limit any liability that cannot legally be excluded or limited.

15. Website content and accuracy

• We aim to keep website information accurate and current, but prices, schedules, availability, visa requirements and package inclusions may change.
• Website content should not be treated as a guarantee of availability or final booking confirmation.
• The final quotation, invoice, itinerary and booking confirmation applicable to the customer will govern the booked services.

16. Privacy and personal data

Personal information is handled as described in our Privacy policy.

17. Communications

By providing your phone or WhatsApp number, you consent to receiving service-related communications concerning your enquiry, booking, payment, documents, itinerary, visa status and travel updates. Promotional communications, where applicable, may be managed in accordance with applicable law and available opt-out mechanisms.

18. Complaints and customer support

Customers should report any service issue to the Company as soon as reasonably possible while the issue is occurring, so that the Company has an opportunity to assist. Complaints should be sent through our official phone, WhatsApp or office with the booking reference and relevant details. Complaints involving third-party suppliers may also be subject to that supplier’s complaint procedure.

19. Intellectual property

Unless otherwise stated, the website, branding, text, graphics, photographs, logos, brochures and other original content are owned by or licensed to the Company. They may not be copied, reproduced, modified or commercially used without prior written permission, except where permitted by law.

20. Prohibited use of the website

• You must not use the website for unlawful, fraudulent or misleading purposes.
• You must not attempt to interfere with the website’s operation, security or availability.
• You must not reproduce or misuse Company content, trademarks or materials without permission.

21. Governing law and jurisdiction

These Terms shall be governed by the laws applicable in India. Subject to applicable consumer-protection and other mandatory laws, disputes shall be subject to the jurisdiction of the competent courts at Nashik, Maharashtra.

22. Changes to these Terms

The Company may update these Terms from time to time to reflect changes in services, law, regulations, supplier conditions or business practices. The updated version will be published on the website with a revised date. Terms applicable to an already confirmed booking will remain subject to the booking documents and applicable law.

Contact

Suhail Haj and Umrah Tours, Office No. B-109, First Floor, Viraj Capital, Opp. SBI Bank, Shingada Talav, Renuka Nagar, Nashik, Maharashtra 422001 · Phone / WhatsApp +91 81498 74477