Terms and Conditions
NEWCASTLE TRAVEL AND TOURS LTD will always endeavour to provide the pilgrims with the best customer service. Hajj and Umrah is very challenging for everyone and although there may be some setbacks, overall we strive to eliminate the stresses and strains usually associated with this journey and anticipate mutual understanding and assistance from our pilgrims. Our experienced team will always strive to give the best possible experience and help when needed.
Your Financial Protection
When you buy an ATOL protected fight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
What is ATOL and what does it do for me? ATOL is a protection scheme for air holidays and flights managed by the Civil Aviation Authority (“CAA”). All tour operators and travel firms selling air holiday packages and flights in the UK as a principal are required by law to hold a licence called an Air Travel Organiser’s Licence (“ATOL”).
Prices and payment: A full list of what is included in the price of offer will be found in the price list. We guarantee not to increase the basic price of your trip after your full payment. We reserve the right to change hotel prices until full payment or at any time before you book. However, any price changes after your full payment will not affect the price of your booking unless you request a change to the booking/accommodation/flight or other items of your package. All flights booking for Hajj and Umrah require a non-refundable deposit and after the initial.
Booking the final payment to be made within 24 hours otherwise fare difference must be paid if the new fare/accommodation is higher than the original fare booked. Prices are not guaranteed until tickets are issued, flights can change to other scheduled flight or extra flights (Charter) especially for Hajj. All credit card and debit card processing fees 3.5% apply. If for any reason your Hajj visa has not granted by the Saudi Embassy for your Hajj we are not responsible for any costs and no refund will be offered.
The purpose of the Terms and Conditions and signed agreement is to help gain understanding and acceptance of what is to be expected. This is an agreement between Newcastle Travel and Tours Ltd, ATOL number 11331, and the pilgrims travelling with us.
An agreement between the Pilgrim and the Company will only be valid if and when the company acknowledges the Hajj Booking received by means of a receipt and the agreed deposit has been paid and all funds have been cleared by our bank. A formal confirmation of flight, hotel and departure times will only be made to the client 7 days before the expected departure date as indicated on the receipt. And the Client has accepted these terms and conditions by accepting the Hajj and Umrah formal receipt. This Agreement or any contract between the client and the company will fall under English law and Jurisdiction for the arrangement of the travel and accommodation. Issues within the Kingdom of Saudi Arabia will fall under the Saudi Law and Jurisdiction between the client and the service provider in the Kingdom of Saudi Arabia.
ATOL is a financial protection scheme covering UK travellers. Only ATOL Protected tour operators can provide the peace of mind and full financial protection. The price of our air holiday packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the UK Civil Aviation Authority. This charge is included in our advertised prices.
Cancelling your booking for Umrah
You will not be able to recover your minimum deposit (£300) upon cancellation. You will also be liable for further deductions by way of agreed reimbursement to cover all the foreseeable expenses of the Company.
If cancelling 12 (twelve) weeks before the journey- 75% refund
If cancelling 8 (eight) weeks before the journey – 50% refund
If cancelling 6 (six) weeks before the journey – 25% refund
If cancelling 4 (four) weeks before the journey – 10% refund (airline tax refund only)
Our Umrah package hotels and transport are non-refundable. Before applying for Visa, we need to confirm booking of hotel and transport. In the event of refusal of visa, you will lose your money for booking hotel and transport.
Cancelling your booking for Hajj
You will not be able to recover your deposit (£1000) upon cancellation. You will also be liable for further deductions by way of agreed reimbursement to cover all the foreseeable expenses of the Company.
If cancelling 12 (twelve) weeks before the journey- 50% refund
If cancelling 8 (eight) weeks before the journey – 25% refund
If cancelling 6 (six) weeks before the journey – 10% refund
If cancelling 4 (four) weeks before the journey – 0%, Nil refund
THE MINISTRY OF HAJJ ISSUES THE HAJJ STICKERS IN SAUDI ARABIA TO THE AGENT ON THE SUBMISSION OF DOCUMENTARY EVIDENCE THAT THE AGENT HAS PAID FULLY FOR THE ACCOMMODATION FOR THE PILGRIM IN MAKKAH AND MADINAH. ALL PAYMENTS ARE NON-REFUNDABLE INCLUDING AIRLINE TICKETS. THEREFORE PILGRIMS MUST UNDERSTAND THE VALUE OF HAJJ STICKER FROM MINISTRY OF HAJJ BEFORE COMMITTING FOR THE TRIP AND AGREE TO THE REFUND POLICY. NO ALTERATION OR CHANGE WILL BE INCORPORATED AFTER CONFIRMATION OF BOOKING. HOWEVER, THE AGENT RESERVES THE RIGHT TO MAKE ANY SUCH CHANGE INCLUDING CHANGE OF TRAVEL DATES, TRAVEL ROUTE & USE OF AIRLINE (SCHEDULE/CHARTER), AIRCRAFT WITHOUT PRIOR NOTICE.
Whilst reasonable care is taken to ensure that the information given to you is accurate, we cannot guarantee its true accuracy as the information may come from a third party and we reserve the right to change the information including these terms and conditions at any time without notice. You must check these terms and conditions for changes. The Company has taken all reasonable steps to ensure that all representatives, agents, tour operator used are reputable. However, the company does not have direct control over such organisations and shall not be responsible for any services, acts or omissions by them or their employees. The Client accepts that the booking is subject to the terms and conditions of such firms companies or persons and shall provide services to the Company and the Client.
If cancellation or change by the Company is brought about by war, riots, civil commotion, strikes, disasters, terrorist act, events of nature, act of God, technical problems with transportation or other events outside the control of the Company, the Company shall not be held responsible in any way.
All personal baggage, including personal articles, medicines, mobiles phones and any other items the client has with them are at all times and under all circumstances at “owners risk”. No responsibility is accepted by the Company for the Client’s failure to carry passports, visas or other documents required for the purpose of the journey.
As is the nature of Hajj & Umrah and with the vast number of pilgrims, there is a higher probability of viruses and airborne diseases, it is therefore your personal responsibility of your well-being at all time, the company cannot be held responsible for any personal accidents, illness, and death during your travel and during the pilgrim, or any medical reason. We strongly advise you have suitable travel insurance cover for your journey and stay. For Health & Safety in the KSA, local rules and compliance will supersede any standard represented or relied upon in the UK.
The Company makes no representations or warranties of any kind with respect to flights for Hajj & Umrah packages including not enough time to perform 40 Salah in Madinah. All hotels star rating are according to Saudi Arabian standard and some hotels rooms may change from 4/5/6 people. During Hajj & Umrah journey the unexpected is often the norm. Despite very careful planning and organisation the hajj journey can never be taken for granted like a normal holiday expected in the UK. The Pilgrim we wish it to be pleasant for a once in a lifetime experience, however the vast number of people from across the globe with a varied life style may have an impact on your pilgrim, unfortunately the company cannot be held responsible for this experience.
The provision of the service offered by the company is in good faith and best endeavours to meet your standard however, we, our agents or their sub agents cannot be held responsible for any short comings outside the company’s control against your expectations of the pilgrimage. No express or implied, is made by us or by any person as to its accuracy, completeness or fairness and it should not be relied on as such. Any opinions and estimates expressed reflect our judgement at this date and are subject to change without notice.
IN the KSA the Saudi government has the sole responsibility for the movement of Hajj pilgrims between Jeddah, Makkah, Mina, Arafat, Muzdalifah, Madinah or any other point of pilgrim in the KSA (All your costs have been covered by the Hajj Draft). Our Local Agent has no control what so ever over the transportation, this includes and is not limited to, timing, quality of the transport, duration of the journey and the facilities on the transport. Our local agent will assist where possible but this element of the pilgrimage is outside of our control and we cannot be held responsible in any shape or form. The KSA has the sole responsibility of Tents in Mina & Arafat, our local agent will assist where possible; The Company cannot be held responsible for the quality or services within the Hajj area.
Hajj & Umrah Visa Application Documents
In order to make your Hajj application please ensure the following items have been submitted:
- 4 Colour Passport size photos on a white background
- Proof of Meningitis (ACWY) vaccination
- Passport and visa valid for minimum 6 months
- Non-British Passport holder must have proof of residency
Hajj Visas are granted by the Saudi Government free of charge. The Saudi Embassy requires your passport for varying lengths of time in order to issue a visa. We cannot give accurate guidelines as to processing times and ensuring the fastest processing time. If you have any questions at this juncture, we will gladly walk you through the process.
If, for any reason, the Saudi embassy reject your visa, we will not be liable or responsible for this. Any monies lost within this application is your own loss and cannot be refunded, which includes full package cost. Cancellation policy will still apply on the visa application also.
Conditions for visas
- You must be Muslim by faith
- New Muslims must submit a certificate from a charity registered mosque in the UK confirming that the applicant is a Muslim
- Women and children should be accompanied by husband/father or a male relative (Mahram). Proof of relationship is required (a marriage certificate for a wife, a birth certificate for a child indicating the names of both parents). The Mahram must travel into and out of Saudi Arabia on the same flight as his wife and children.
- If a woman is 45 years old or older, she is allowed to go without a Mahram with an organized group or family and submits a notarized No Objection Certificate from her Mahram.
- A vaccination certificate against Meningococcal Meningitis should be attached. The certificate of vaccinations should have been issued not more than three years and not less than 10 days prior to entry to Saudi Arabia and it should be valid for three years. The vaccination certificate must be with the applicant on entry to Saudi Arabia.
- Hajj Visa is valid for 30 days only
- Umrah Visa is only valid for 14 days, unless otherwise stated
- We do not guarantee any Hajj or Umrah Visa
Flight Delays or Cancelation of Aircraft operator/airline
We are unable to accept liability for any flight delays (for any reason weather, industrial action or any other reason) or cancellation of the flight to or from Saudi Arabia if the operator fails or is unable to fill their obligation of their part of the contract. We will assist the operator in finding alternative aircraft, but this will be on best endeavours. It is essential that you have sufficient travel insurance to cover this remote eventuality.
We update our tours for both Hajj and Umrah on social media such as Facebook, website, YouTube etc with photos and videos. If you or any of your family members are not willing, please write to us before your journey begins. Any reports that come after such posting of photos and videos must also be made in writing and we will remove as soon as possible.
Medical emergencies & Death
All medical emergencies are your own responsibility although we will help as much as possible. Pharmacies are widely available for minor ailments and are at your own cost. If you have taken out medical insurance then it is your responsibility to contact them and sort out financial issues that arise with medical procedures.
In the unfortunate event of death, the Saudi authorities will advise and we must respect their laws on death and burial. We have no control over this matter and cannot take on responsibility. We will however, help as much as possible.
Refusal of entry on arrival
If, for whatever reason you are refused entry upon arrival at the host airport, we are not liable for this matter and cannot take responsibility for costs incurred. These costs will be covered by your own expenses. There will be no refund on the package that was paid and agreed due to this refusal.
You must behave at all times in line with local customs and abide by the laws of the host country. You are responsible for your actions; we will not be able to assist you if you knowingly or not knowingly violate local custom. Your only support will come from the British Embassy or your travel insurance provider.
It is your own responsibility to take utmost care with food and allergies, if any. We do not hold any responsibility towards food issues and you must take care when eating or purchasing food.
For any reason should you be dissatisfied with the services that you have received from Newcastle Travel and Tours Ltd, you may notify us on the spot without delay. If however you choose to report later, your complaint will not be valid. All complaints should be reported immediately on 07432861944 (phone/Whatsapp). A member of our team will endeavour to sort out the issue.
Any complaints directed towards the host hotel should be made to their manager and/or hotel reception desk.
Complaints towards flight/s should be made as soon as possible at the airlines customer services, mentioning ticket number.
To assist with any dispute, telephone conversation from booking to completion of your travels and any general discussions of your travel and for security reasons for both parties’ telephone conversations may be recorded. Please forward any comments to the address, below.
No verbal agreements are not accepted and therefore no contract is made. Your contract is valid when you are in receipt of booking form/payment receipt. No third parties are allowed to arbitrate, we expect the lead passenger to deal with us directly.
Newcastle Travel and Tours Ltd has no sub-agent or branch anywhere in the UK or abroad. We are not responsible for fraud bookings in our name, unless booked at the address below.
Newcastle Travel and Tours Ltd, 74 Sceptre Street, Newcastle Upon Tyne NE4 6PR
Tel: +44 (0) 191 273 0775
Mob: 07432 861 944 (Whatsapp)
Company Registered Office
Newcastle Travel and Tours Ltd is incorporated in England and Wales under the Companies Act 1985 with a Company Number of 8839064, with Registered Offices at 74 Sceptre Street, Newcastle Upon Tyne, NE4 8PR UK.