Terms of Service
Registered Entity: Safar-ul-Imaan Travel & Tours (“SUI”, “the Company”, “we”, or “us”)
Jurisdiction: Canada, operating globally through licensed partners within the Kingdom of Saudi Arabia.
1. PREAMBLE
This Agreement governs all Umrah and related pilgrimage travel services arranged or facilitated by Safar-ul-Imaan Travel & Tours. It constitutes a legally binding contract between SUI and the traveller (“you”, “the client”, “the pilgrim”), defining rights, obligations, liabilities, and limitations arising from participation in any package, itinerary, or program administered by the Company. Religious travel is governed by complex regulatory frameworks in both Canada and Saudi Arabia; these Terms ensure compliance with all relevant civil, commercial, and religious regulations. By paying any deposit, signing a booking form, or joining any SUI group, you acknowledge that you have read, understood, and agreed to be legally bound by this entire Agreement.
2. DEFINITIONS AND INTERPRETATION
Throughout this Agreement:“Package” means the combination of accommodations, ground services, and logistical coordination sold under one composite price.“Supplier” or “Vendor” refers to hotels, transporters, caterers, local operators, and partners such as Mawasim licensed under Saudi law.“Nusuk” is the official government platform through which Hajj and Umrah visas and packages are issued.“Force Majeure” means events beyond the reasonable control of either party including but not limited to natural disasters, war, government bans, epidemics, and similar occurrences.
All headings are for convenience only and do not affect interpretation; singular includes plural and vice versa.
3. ELIGIBILITY
Participation is limited to travellers holding a valid passport with at least six (6) months’ validity after return and all necessary visas. Pilgrims must satisfy Saudi visa and mahram regulations. The traveller bears full responsibility for the accuracy of personal data submitted for visa purposes. SUI assumes no liability for delays, denials, or deportations resulting from inaccurate documentation, criminal records, or health restrictions. Saudi authorities reserve absolute discretion to issue or revoke visas without recourse. Travellers with chronic health conditions must consult a physician before booking. By contracting with SUI, you warrant that you are medically and mentally fit to perform Umrah and capable of tolerating crowd density, heat, and extended physical exertion.
4. BOOKING CONFIRMATION
A booking becomes legally effective only upon (i) receipt of a non-refundable deposit, (ii) completion of the booking form, and (iii) written confirmation by SUI. Verbal discussions, provisional quotes, or online inquiries do not create contractual rights. The individual making the booking acts as group representative, responsible for ensuring all travellers under the same reservation comply with these Terms. Errors or omissions in names, passport numbers, or travel dates are the client’s sole responsibility. SUI reserves the right to reject any booking or cancel confirmation if documentation or payment is incomplete.
5. PAYMENTS AND FINANCIAL TERMS
All payments must be made in Canadian Dollars unless otherwise specified. The non-refundable deposit becomes due immediately upon booking; the remaining balance must be received no later than sixty (60) days before departure. Late payment constitutes default and authorises SUI to cancel the booking while retaining all sums paid. Payments may be accepted by e-transfer, bank wire, or approved credit card; merchant or bank processing fees are payable by the client. Payments are considered received only when cleared funds reach SUI’s account. Prices may vary due to exchange-rate fluctuations or supplier surcharges until full payment is complete. Upon full settlement, prices become fixed and final.
6. NON-REFUNDABLE POLICY
All payments to SUI are strictly non-refundable and non-transferable under any circumstance. Once funds are received, they are immediately committed to third-party vendors whose own terms prohibit reversals. Cancellations, no-shows, illness, bereavement, visa refusal, or governmental restriction do not entitle the client to refund or credit. The client acknowledges this policy as an express condition of sale. SUI, without obligation, may attempt to recover partial credits from vendors but provides no guarantee. Any goodwill recovery shall be at the Company’s discretion. Clients waive all rights to chargebacks, reversals, or legal claims seeking refund once payment is made. This clause survives termination of the contract.
7. PACKAGE INCLUSIONS AND SERVICES
Packages generally include accommodations in Makkah and Madinah of the specified category, scheduled group transport, half-board or breakfast as detailed, and guided Ziyārāt conducted by qualified instructors. All other expenses, including airfares, visas, meals not listed, tips, and personal spending, are excluded unless expressly written. Hotel classifications follow Saudi standards, which differ from North American equivalence. Room categories (quad, triple, double) are as booked; bed configuration or Haram proximity are not guaranteed. SUI’s responsibility is confined to arranging these services through licensed suppliers; the Company is not liable for independent activities or deviations.
8. EXCLUSIONS AND PERSONAL LIABILITY
SUI is not responsible for acts or omissions of suppliers, missed connections, delayed flights, loss of baggage, or immigration decisions. Travellers must maintain possession of passports and valuables. Personal expenditures, laundry, minibar, private taxis, or hotel damages are borne by the individual. All medical, dental, or hospitalization costs incurred abroad are the traveller’s responsibility. SUI strongly recommends comprehensive insurance. Deviations from the itinerary or unscheduled nights requested by the traveller will be charged directly and must be paid before departure from Saudi Arabia.
9. FLIGHT ARRANGEMENTS
Unless otherwise stated, air travel is not included. Travellers booking independent flights must coordinate schedules with group itineraries. SUI bears no responsibility for flight delays, cancellations, or denied boarding. Where flights are included, the airline’s terms of carriage apply exclusively; SUI functions only as booking intermediary. Seat selection, baggage policies, and check-in procedures are governed solely by the carrier. Claims for lost or delayed baggage must be made directly with the airline.
10. VISA PROCESSING
All Umrah visas are issued through the official Nusuk platform under Saudi government supervision. SUI provides step-by-step guidance but cannot influence approval outcomes. Visa issuance, validity, and travel permissions rest entirely with the Saudi authorities. Rejections or delays do not entitle the traveller to refund or compensation. If a visa is issued late or denied at the port of entry, the traveller assumes all costs of delay or rebooking. SUI disclaims liability for electronic or biometric system failures.
11. ACCOMMODATION POLICY
Hotels are contracted in advance under non-refundable allotments. Check-in is typically after 3:00 PM and check-out by 12:00 PM local time. Early arrival or late departure requests are subject to surcharges. Extra beds in triple or quad rooms may be rollaway or smaller in size. SUI cannot guarantee adjoining or connecting rooms. Hotel substitutions of equivalent standard may occur without notice due to operational needs. Any damages caused by the traveller will be charged directly by the property and must be settled before checkout.
12. GENDER AND FAMILY RULES
All travellers must adhere to Saudi laws of modesty and room sharing. Male and female non-mahrams may not share accommodations. Married couples must carry proof of marriage when requested by authorities. Children must remain under parental supervision at all times. Violations of Saudi moral or decency laws may result in arrest; SUI disclaims responsibility for such outcomes.
13. TRANSPORTATION AND ZIYĀRĀT
Ground transport is provided by Saudi-licensed operators under the supervision of SUI’s local partners. Delays may occur due to heavy traffic, road closures, or safety regulations. Pilgrims are required to assemble promptly at designated departure points; latecomers forfeit transport without refund. Ziyārāt programs are guided tours subject to crowd control and time constraints. Access to Rawdah or specific mosques is determined by government scheduling and cannot be guaranteed. Vehicles and seating assignments may vary daily based on operational requirements.
14. MEALS AND DIETARY RESTRICTIONS
Meals provided are halal and prepared to local standards. Travellers with allergies or dietary requirements must disclose them at booking. While SUI will convey requests to suppliers, the Company does not guarantee allergen-free meals and accepts no liability for adverse reactions. During busy seasons, buffet service may be replaced by fixed menus to maintain logistics.
15. HEALTH, FITNESS, AND MEDICAL CARE
Pilgrims undertake Umrah at their own physical risk. The journey involves extensive walking and exposure to heat and crowd density. Travellers must be physically capable of performing the rites safely. Those with medical devices, chronic conditions, or disabilities must inform SUI in writing prior to booking. The Company is not equipped to provide medical supervision. Emergency treatment, hospitalization, or evacuation costs remain the traveller’s responsibility. SUI is not liable for illnesses, infections, pandemics, or accidents unless resulting directly from proven negligence.
16. INSURANCE
Comprehensive travel insurance covering medical emergencies, trip interruption, and baggage loss is strongly recommended and, for some packages, mandatory. Failure to obtain such insurance constitutes voluntary assumption of risk. Claims arising from illness, injury, or loss must be filed directly with your insurer. SUI does not act as insurer nor as claims agent.
17. BEHAVIOUR AND CONDUCT
All travellers must observe Islamic etiquette, local laws, and SUI group discipline. Conduct that disrupts others, offends religious norms, or endangers safety may result in immediate expulsion from the group without refund. Alcohol, narcotics, and prohibited materials are strictly forbidden. Saudi law enforcement has zero tolerance for such infractions. Respect toward staff, guides, and fellow pilgrims is mandatory.
18. SPECIAL ASSISTANCE
Travellers requiring mobility support must request it in writing at least sixty (60) days before departure. Availability of wheelchairs, porters, or electric scooters is limited. Additional fees may apply. SUI will make reasonable arrangements but cannot guarantee availability at all sites or guarantee accessibility within historical areas of the Haramain.
19. ITINERARY CHANGES
The itinerary provided at booking represents the intended plan; however, timing, order, or components may change due to airline rescheduling, traffic, weather, or regulatory directives. SUI reserves the right to substitute hotels or alter routes to maintain program integrity. Such changes do not constitute grounds for refund. Comparable alternatives will be arranged when feasible.
20. CANCELLATION BY CLIENT OR COMPANY
Cancellations initiated by the client, for any reason, result in total forfeiture of all payments. Cancellations initiated by SUI due to force majeure, supplier insolvency, or insufficient group size will entitle the traveller only to potential recovery of funds refunded by vendors. Under no condition will SUI be obligated to refund beyond amounts successfully recouped. The client accepts this limitation as fundamental to the business model of religious travel operations.
21. FORCE MAJEURE
Neither party shall be liable for failure to perform obligations due to events beyond reasonable control including war, terrorism, pandemics, civil unrest, government bans, airline strikes, or natural disasters. During such events, unused services are non-refundable, and all additional costs—lodging, rebooking, meals, or evacuation—shall be borne by the traveller. SUI will endeavour to assist with alternate arrangements but without financial responsibility.
22. LIABILITY LIMITATION
SUI acts solely as an intermediary between clients and independent suppliers. All travel components are provided by third parties who are neither agents nor employees of SUI. Therefore, SUI is not responsible for injury, death, delay, loss, or damage resulting from any act or omission of suppliers or third parties. The maximum aggregate liability of SUI for any claim, regardless of cause, shall not exceed the amount paid by the traveller for the affected service. SUI shall not be liable for indirect, consequential, emotional, or punitive damages. Participation in Umrah constitutes acknowledgment of these limitations.
23. INDEMNIFICATION
The traveller agrees to indemnify and hold harmless SUI, its directors, employees, affiliates, and partners from all claims, demands, liabilities, or expenses arising from (a) breach of these Terms, (b) misconduct or negligence by the traveller, or (c) violation of local laws. This indemnity survives completion of travel.
24. PRIVACY AND DATA PROTECTION
SUI collects personal data solely for legitimate business and legal purposes—passport verification, visa processing, airline and hotel bookings, and communication. Information may be transmitted to Saudi government systems (including Nusuk) and suppliers under secure protocols. By engaging our services, you consent to international transfer of data necessary for travel. SUI maintains commercially reasonable safeguards but cannot guarantee protection against all cyber threats or third-party misuse. Personal information is retained only as long as required by law.
25. COMMUNICATION CONSENT
All clients consent to receive communications via email, SMS, or WhatsApp regarding itinerary updates, confirmations, and group coordination. Important notices may be delivered electronically and are deemed received once sent. Clients must ensure contact information remains current. SUI is not liable for missed updates resulting from incorrect or inactive contact details.
26. MEDIA AND MARKETING CONSENT
During group travel, photography or video may be captured for documentation and promotional use. By participating, you grant SUI a perpetual, royalty-free licence to use such media in marketing materials unless you withdraw consent in writing before departure. Images will never be sold or used in a defamatory manner.
27. COMPLAINTS AND CLAIMS PROCEDURE
Any complaint must be reported immediately to the group leader while on site to allow rectification. Post-travel grievances must be submitted in writing within fourteen (14) days of return, accompanied by supporting evidence. Complaints raised after this period will not be accepted. Resolution timelines depend on cooperation from overseas suppliers. Clients agree not to publish defamatory or misleading statements online before giving SUI reasonable opportunity to resolve issues.
28. GOVERNING LAW AND DISPUTE RESOLUTION
This Agreement shall be governed by the laws of the Province of Ontario and applicable federal laws of Canada. The parties agree to the exclusive jurisdiction of the courts located in Toronto, Ontario. If any provision is found invalid or unenforceable, the remainder remains in effect. Prior to litigation, both parties shall attempt good-faith mediation. Legal costs arising from client-initiated actions that are dismissed or ruled in SUI’s favour shall be recoverable by SUI.
29. ENTIRE AGREEMENT
These Terms constitute the entire understanding between the parties, superseding all prior proposals, brochures, advertisements, or verbal promises. No agent or representative of SUI may modify these Terms except in writing signed by an authorised officer of the Company. Any waiver of rights must be explicit and in writing.
30. ACKNOWLEDGEMENT AND ACCEPTANCE
By paying any deposit or confirming participation, the traveller confirms having read this Agreement in full, understanding its binding effect, and voluntarily accepting all conditions herein. You acknowledge the non-refundability of payments, the inherent risks of pilgrimage travel, and the limitations of SUI’s liability. This acknowledgment constitutes legal consent to be bound by the terms of Safar-ul-Imaan Travel & Tours.
