1. About us
These terms apply to consumers. Nothing in them affects your statutory rights.
2. Requests and quotes
Sending a request through the website, chat, WhatsApp or by phone does not create a booking. We reply with a quote that sets out the services, the total price in pounds sterling (GBP) or in the currency you chose when you sent the request, including taxes and our fees, what is included and how long the quote is valid.
Prices offered by airlines, hotels and other suppliers change often and are only guaranteed once the booking is confirmed and paid as set out in your quote.
3. Booking and payment
- A booking is confirmed when you accept the quote, pay the amount due and we send you a confirmation. Card payments are processed securely by Stripe, and we do not add a surcharge for paying by card.
- Please check every detail of your quote and confirmation, especially the travellers' names exactly as they appear on their passports. Tell us about any mistake straight away: correcting it later may not be possible or may cost extra.
- If you book for other travellers, you confirm that you are authorised to accept these terms for them and that the information you give us is accurate.
4. Our role and supplier terms
For flights, hotels and other travel services booked on their own, we act as an agent for the airline, hotel or other supplier that provides them, unless your confirmation says otherwise. Your contract for that service is with the supplier, and its terms (including its change and cancellation rules) also apply. We are responsible for arranging your booking with reasonable care and skill.
5. Package holidays
If we sell you a combination of travel services that is a package (for example an Umrah package with flights and a hotel), the Package Travel and Linked Travel Arrangements Regulations 2018 apply. Before you book we will give you the standard information form, and we will be responsible for the proper performance of all the services in the package, as those Regulations require.
Your quote and confirmation will state the financial protection that applies to your package (for example ATOL for packages that include a flight). If a booking is a linked travel arrangement instead, we will tell you before you book.
6. Your 14-day right to cancel
If you ask us to start work within those 14 days, you must pay for the work done before you cancel, and you lose the right to cancel once we have fully provided the service. Government and embassy fees already paid on your behalf cannot be refunded.
This right does not apply to flights, hotels, transport, car hire or leisure services for specific dates, or to packages. Those can be changed or cancelled only under the supplier's rules or the package terms.
7. Changes and cancellations
If you want to change or cancel a booking, contact us as soon as possible. Any charges made by the supplier are passed on to you, together with any service fee shown in your quote. Many fares and rates are non-refundable.
If a supplier changes or cancels your booking, we will tell you as soon as we know and help you with the options the supplier offers, including any refund you are entitled to.
8. Visas, security approvals and other applications
Decisions on visas, security approvals and similar applications are made only by the relevant embassy or authority. We cannot guarantee the outcome or the processing time. Government fees, and our service fee once we have submitted your application, are not refundable if the application is refused or delayed, except where the refusal is caused by our mistake.
9. Your responsibilities
You are responsible for making sure every traveller has a valid passport, the visas and health documents their journey requires, and for arriving on time. We strongly recommend suitable travel insurance from the moment you book.
10. Our liability
We will provide our services with reasonable care and skill. Except where the package travel rules make us responsible, we are not responsible for the acts or failures of suppliers or authorities, or for events beyond our reasonable control.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
11. Complaints
If we cannot resolve your complaint, we will tell you in writing which alternative dispute resolution body could consider it and whether we agree to use it. You can also seek advice from Citizens Advice or, in Scotland, Advice Direct Scotland (consumeradvice.scot).