Booking Terms & Conditions

Please read these terms and conditions carefully. These conditions, along with our ‘Essential Booking Information’ guide, and all other information on our website and in our brochures (depending on how you make your booking) set out the terms and conditions of the contract between you and Sara International Hajj & Umrah Limited of 46 Houghton Place, Bradford, England, BD1 3RG. Sara International Hajj, Sara International UK, Sara International Travel UK, and Sara International Hajj UK are trading names of Sara International Hajj & Umrah Limited.

1. YOUR CONTRACT/BOOKING

1.1. When a booking is made with us, the person who signs the booking form or completes the booking online or by telephone is confirming that they are over 18, have the authority to appoint the “lead passenger” on the booking (the person who makes the booking will be asked to choose a lead passenger for the booking), and accept these terms and conditions.

1.2. The lead passenger must be 18 or over to make a booking with us and has to travel with us if all other customers on the booking are under 18. The lead passenger is responsible for payment of the total booking price, including any insurance premiums and subsequent cancellation or amendment charges that may be payable.

1.3. The lead passenger also agrees to provide accurate and full information to the remainder of the travelling party in relation to the booking, including any changes to the booking. The lead passenger also confirms that all the other members of the party, including any that may be added at a later date, agree to be bound by these conditions and all other information on our websites or in our brochure (as applicable). Where using our brochure you will be advised at the time of booking of the availability of the holiday that you wish to book.

1.4. Special offers in the brochure and on the website are subject to availability and Sara International UK reserve the right to withdraw them at any time.

1.5. A contract will exist as soon as we issue our confirmation invoice by email or post to the address provided when the booking is made. This contract is made on the terms of these terms and conditions, which are governed by English Law and are subject to the exclusive jurisdiction of the English Courts.

1A. COVID-19

1A.1. We both acknowledge and agree that the COVID-19 pandemic has affected travel throughout the world and that we both have responsibilities to comply with various laws, regulations and guidance issued by governmental or regulatory authorities which seek to manage the risks caused by COVID-19. In the light of these risks, it is a condition of making your booking through us that you obtain travel insurance which includes cover against any COVID-19 issues or incidents which may affect your booking.

1A.2. You acknowledge that laws, regulations and the Service Providers providing your holiday (such as airlines, hoteliers, transfer providers, and other service providers) may require you and employees of your Service Providers to comply with various measures which have been introduced to manage the risk of COVID-19. These may include (without limitation) a requirement to undergo temperature checks, provide health information or certificates, wear personal protective equipment such as face-masks and gloves and abide by social distancing requirements. There may also be other limitations implemented, which may include (without limitation) limitations on the number of persons who may use facilities or services at any particular time, limitations on the availability of certain facilities and services (e.g. buffet and self-service restaurants may be replaced by a-la-carte, etc.), changes to the way the accommodation is set out or how its services are run, requirements to pre-book facilities and services, deployment of sanitisation measures and other hygiene requirements.

1A.3. You also acknowledge that certain Service Providers, ports, airports, border control or other third parties may require you and members of your party to undertake certain health formalities (including, without limitation, obtaining COVID-19 PCR tests which satisfy their set criteria and completing requisite travel passes or forms in the prescribed format) or satisfy other requirements aimed at managing the COVID-19 risk as a condition to you travelling, departing, entering or residing in a particular place or utilising certain services you may have booked. You agree that it is your obligation to obtain details of these requirements ahead of your travel departure date and ensure you and all members of your party comply with and satisfy these requirements in full. If you fail to meet these requirements, or refuse to complete them, you may be denied boarding, exit, entry or the use of some other facility or service which forms part of your booking. We shall not be liable to you for any refunds or compensation in relation to such matters.

1A.4. You also acknowledge that certain countries may impose quarantine or self-isolation measures upon travellers, whether in the place of destination or upon return and that such requirements are subject to change, and may be imposed on short notice.

1A.5. You agree to notify us immediately if you test positive for COVID-19 at any time after you make your booking with us, if you consider that you may have COVID-19 symptoms or if you become aware that you may have come into close contact with someone who has tested positive for COVID-19 or who may have COVID-19 symptoms. We may share this information with the relevant Service Providers for your booking (or any other organisations, in line with any legal requirements) in accordance with the terms of our privacy policy.

1A.6. If you notify us before travelling, and we (or the relevant Service Providers) conclude that you are no longer able to travel because of the COVID-19 risk, then your booking will be treated as having been cancelled by you and our standard cancellation charges and the Service Providers’ standard cancellation charges will apply. We will, however, explore with you whether it is possible for you to postpone your booking to a later date, which may incur further charges and is subject to your Service Providers’ terms and conditions. It might also be possible for you to transfer your booking to another person, subject to the terms of transfer set out in these Terms and Conditions and in your Service Providers’ terms and conditions.

1A.7. If you notify us during travel, you acknowledge that we or your Service Providers (or local laws and regulations or health and safety bodies) may require you to follow certain measures designed to manage the risk of COVID-19 and your Service Providers may refuse to provide you with the relevant service(s). You may, for instance, be required to self-isolate for a period of time. You agree to comply with these requirements. In this instance, we will provide you with such reasonable assistance as we are able to in the circumstances. However, we will not be responsible for meeting any costs incurred by you or for refunding or compensating you for the curtailment of your holiday, cancelled or rebooked transportation, additional accommodation or other associated costs you incur in connection with the same.

1A.8. We both agree that the measures set out above are a necessary part of keeping you, other travellers, employees and the public safe on holiday. You are making your booking in full knowledge that such measures are likely to be a part of your holiday and do not amount to minor or significant changes to your booking (as defined in section 7)

1A.9. We shall have no liability to you or any member of your party for any refunds, compensation, losses, costs, expenses or damages you incur in connection with the matters described above or if you or any member of your party are unable to travel or make use of all or part of your booking because of these matters. These are risks which you must protect against through obtaining comprehensive travel insurance.

1A.10. You further acknowledge as a result of the impact of COVID-19 on the travel industry, many hotels are closing on short notice or making changes to their facilities as set out in this paragraph in order to ensure the safety of employees and travellers. Where a hotel closure affects your booking, in accordance with section 7, we will arrange alternative accommodation for you to enable your holiday to continue which will meet the criteria for a minor change.

2. YOUR PROTECTION & FINANCIAL SECURITY

2.1 If your booking with us includes a flight, then The Package Travel and Linked Travel Arrangements Regulations 2018 requires us to provide security for the monies that you pay for ATOL protected flight inclusive package holidays booked with us and for your repatriation in the event of our insolvency. We provide this security by way of an ATOL (number 11594) administered by the Civil Aviation Authority (Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk).

2.2. When you buy an ATOL protected air holiday package from us you will receive a confirmation invoice from us confirming your arrangements and your protection under our ATOL and 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. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advanced booking.

2.3. 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 we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (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 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).

2.4. 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. For further information visit the ATOL website at www.atol.org.uk.

2.5. If you book arrangements other than an ATOL protected flight inclusive package from us, your monies will not be financially protected. Please ask us for further details.

3. YOUR BOOKING/HOLIDAY PRICE

3.1. We reserve the right to alter the prices of any of the holiday or package shown on our website or in our brochure, including the cost of supplements, add-ons, and upgrades.

3.2. Prices on our website are a guide only. Prices in our holiday brochures are correct at time of going to print, but will vary depending on exact departure date and departing airport. You will be advised of the current price of the holiday that you wish to book (including the cost of any supplements and upgrades) before your contract is confirmed.

3.3. The price of your holiday has been calculated using a predefined standard rate of exchange, Supplements, add-ons, and upgrades are priced per person per night and are subject to availability.

3.4. In addition to your holiday price you may have to pay local city taxes, which will be payable by you locally in resort.

3.5. When you make your booking, you must pay a deposit per person as set out below or as advised at the time of booking. Please note that the deposit is non-refundable once paid.

3.6. The balance of the price of your travel arrangements must be paid at least 30 days before your departure date and will automatically be taken from the credit/debit card (if used to pay the deposit).

3.7. You can go to ‘Manage My Booking’ on our website to part-pay your balance.

3.8. It is important for you to understand that, if you cancel your holiday after making a booking with us, you will lose the deposit.

3.9. The deposit is stipulated on the booking form per person, for adults and children. ‘Infants’, who are defined as children being under 2 years on the date of return, are not entitled to a flight seat. There is no deposit charged for infants.

3.10. If you make a booking within 30 days of your departure date, you must pay the full cost of the holiday at the time of booking.

3.11. If you fail to pay the deposit and/or balance in time (or in the event that you or any person on your booking attempts to deceive us, makes a fraudulent payment, provides fraudulent information at any point in relation to a booking, or if the lead passenger or a member of the booking party has been banned from travelling with Sara International UK), we reserve the right to, among other things, cancel your holiday without further notice and without refund.

3.12. If you cancel your booking, the cancellation charges will be applied in accordance with the scale set out in clause 5 “If you cancel your holiday/booking”.

3.13. Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we reserve the right to change the price of your holiday if there are changes in transportation costs or dues, taxes or fees payable for services such as tourist taxes, landing taxes or embarkation or disembarkation fees at ports or airports), or currency or exchange rates used to calculate the cost of your holiday which mean that the price of your holiday may change after you have booked. However, we will not change the price of your holiday within 20 days of your departure date. Where applicable, we will send you an amendment invoice. However, we will absorb and not charge you increased costs of up to 2% of your holiday price (excluding insurance premiums and any amendment charges). You will only be charged for the cost increases over 2% of your holiday price. If the increase is more than 8% of the price of your holiday, you may either (a) change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or (b) cancel the holiday within 14 days of the amending invoice and receive a full refund of all monies paid, except for any amendment charges. If you fail to exercise either of these options within 14 days of the amending invoice you will be liable for the increased cost.

3.14. Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

3.15. The price of your holiday is agreed when your booking is confirmed. In the event that your chosen holiday is later available on our website at a lower price than the price you agreed to pay, you are not entitled to a refund of the difference between those prices.

3.16. We will not charge a fee where you pay by personal credit or debit cards when booking.

4. CHANGING YOUR BOOKING

4.1. If you wish to change your travel arrangements after our confirmation invoice email has been issued, we will do our utmost to make these changes, but it may not always be possible and changes are subject to availability at the time. We do not allow destination changes.

4.2. Any request for changes to be made must be in writing from the lead passenger. Where we can make a change, we may charge for any cost we incur in making this alternation including but not limited to: additional services, facilities, or other items changed, at the price which applies on the day the change is made. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. We will also apply an amendment fee for each changed person and/or item on the booking, which we will advise you of at the time of any amendment.

4.3. Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made. If the number of people in your accommodation changes, you may have to pay extra (for example, single or under-occupancy supplements) and you may lose any free or reduced infant, child or group places.

4.4. Any change to your departure date, transport, accommodation or length of holiday must apply to all members of your booking. Certain travel arrangements (e.g. in-flight meals, non-refundable hotel rooms etc.) may not be changed after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

4.5. You may transfer your booking to another suitable person who satisfies all the conditions that apply to this booking, provided that reasonable notice is given and that we are able to transfer the booking in time, which is subject to the payment of all applicable charges. Both you and the new traveller will be responsible for paying all costs we incur in making the transfer.

5. CANCELLING YOUR BOOKING

5.1. The lead passenger of your party may cancel your holiday at any time.

5.2. Written notification from the lead passenger on the booking must be received at our offices. Alternatively, a cancellation by the lead name of your party can be made by telephone, by contacting our pre-travel services team on +44 (0) 345 2222 786 and providing the correct booking reference and security details.

5.3. Since we incur costs in cancelling your travel arrangements, you will be required to pay cancellation charges. The cancellation charges shown below apply from the date we receive the written notice at our offices, or you make a telephone cancellation.

5.4. In order to cover our expected losses from the cancellation of the booking there is a set scale of charges which must be paid by you if you or anyone travelling with you cancels.

5.5. Please also note the “exceptions” described below which (i) may apply in addition to the scale of charges below or (ii) cover where you have to cancel due to unavoidable and extraordinary circumstances:

Period before departure within which notice of cancellation is received

1. 70 days or more
2. 69-57 days
3. 56-43 days
4. 42-29 days
5. 29 days or less

% of total booking price retained by Sara International UK

1. Loss of deposit
2. 30% (if greater than deposit)
3. 50%
4. 80%
5. 100%

5.6. Please contact us if you wish to discuss this further. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

5.7. In the event that you cancel your holiday, you must still pay any insurance premiums and amendment charges which arose before the cancellation, any deposits paid for any pre-booked items or services.

5.8. Your holiday cost includes the APC sum which is the amount which we are required to pay to the Air Travel Trust Fund as part of the ATOL Protection Contribution.

5.9. Exceptions: Cancellation of or name or date changes to certain transport arrangements, typically scheduled airline tickets, can result in up to 100% cancellation charges regardless of the notice period given to us. If the supplier treats the change as a cancellation and re-booking, we will pass on to you the cost imposed by the supplier, which could be up to 100% of the transport element of your booking and you must also pay the amendment fee advised.

5.10. Also note that the transport provider may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. The cost of the new ticket may be greater than the cost of the original ticket. Also, where you have booked a non-refundable room as part of your holiday, 100% cancellation charges apply in respect of the room charges.

5.11. You can cancel your booking without paying cancellation charges if the performance of your package by us, or the carriage of passengers to your destination by us, is significantly affected by unavoidable and extraordinary circumstances (examples of which are included in clause 8 below). In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund.

5.12. We will observe advice provided by the UK Foreign & Commonwealth Office.

6. YOUR RESPONSIBILITY

6.1. We want all our customers to have an enjoyable holiday. But you must remember that you are responsible for your actions and the effect they may have on others.

6.2. If we, or another person in authority, believe (a) your actions could upset, annoy or disturb other customers, our suppliers or our own staff, or put them in any risk or danger, or damage property; (b) your actions could cause a delay or diversion to transportation; or (c) you are unfit to travel, we may end your holiday and terminate your contract. If that happens, you and your travelling party will be prevented from using your booked accommodation, transport and any other travel arrangements forming part of your booking, and we will not be liable for any refund, compensation or any other costs you have to pay. Alternatively, at our discretion, you may be permitted to continue with your holiday but may have additional terms imposed upon you (e.g. a restriction from using a particular facility at the relevant accommodation). We will hold you and the members of your travelling party jointly and severally liable for any damage to the accommodation, furniture or other materials located within the accommodation, together with any legal costs we incur in pursuing a claim.

6.3. It is a condition of your contract with us that we advise you to take out adequate travel insurance. Travel insurance is not included as part of any of our holidays, and this remains your responsibility to arrange. You must be satisfied that your insurance fully covers all your personal requirements including COVID-19, cancellation charges, medical expenses, pre-existing medical conditions, and repatriation in the event of accident or illness.

6.4. If you choose to travel without adequate insurance cover, you do so entirely at your own risk and we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

6.5. We do not check insurance policies for suitability, but reserve the right to request a copy. You are responsible for indemnifying us in full in the event that we incur any losses or expenses arising out of your failure to take out adequate insurance cover.

7. AMENDMENTS BY SARA INTERNATIONAL UK

7.1. It is unlikely that we will have to make any changes to your travel or accommodation arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. We will contact you by email and/or phone to discuss. Please check your email account regularly for emails from us.

7.2. Insignificant changes: Sometimes facilities described in our brochure/website may be withdrawn for reasons beyond our control. Where possible, we will tell you about the withdrawal of any facility as soon as possible. Insignificant changes also include alteration of your outward/return flights by less than 12 hours, an additional airport stop en route to your final destination, changes to aircraft type, change of accommodation to another of the same standard, change of embarkation/disembarkation point to another in the same city or region and changes of carriers.

7.3. Significant changes: If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below. Examples of a significant change are: change of your UK departure airport; complete change of destination/resort; a change of more than 12 hours to the time you leave the UK or your destination; if we downgrade your accommodation by one full star rating (where applicable). If we have to make a significant change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid.

Please note: In the event that we notify you of a significant change to your package holiday and you do not respond to confirm one of the options provided to you as set out above, we will send a further reminder with a further request to confirm your final decision. If we fail to hear from you following the additional reminder, we reserve the right to cancel the package holiday and you will receive a full refund.

7.4. Notification of flight changes: Please ensure you re-check your flight itinerary between 72 and 24 hours before you are due to travel to make sure you have not missed any changes. The time of flight departures and the duration of flights are not guaranteed due to operational, commercial, safety or security reasons or because of unusual or unforeseen and/or extraordinary circumstances which could not reasonably have been avoided. If any change to your flight(s) is known more than 48 hours in advance, our operations team will try to notify you of such change using the email address you advised at the time of booking. You must therefore regularly check your email account and notify us if you change your email address. If we receive an email failure notice or no email address has been provided, we will send notification to the advised postal address. The lead passenger in the booking is responsible for notifying any changes to all other passengers in the booking. Where you have been notified by us in advance (to the contact details provided in the booking) of any change to your booking, we will not be liable for any missed departure by anyone in the booking.

7.5. Unavoidable and extraordinary circumstances means a situation beyond our (or our suppliers’) control - the consequences of which could not have been avoided even if all reasonable measures had been taken. These can include, for example, war, threat of war, piracy, riot, industrial dispute, the act of any government or other national or local authority including airport, port and river authorities, lock closure, closure of airports or ports, airspace closure, air traffic management decisions which may give rise to long overnight delay or cancellations of one or more flights, or because of actual or prospective loss or restriction of air traffic rights available to UK airlines as a result of implementation of the UK’s decision to leave the EU, actual or threatened terrorist activity and its consequences, natural or nuclear disaster, volcanic eruption or ash cloud, fire, bad weather (actual or threatened), epidemic or other contagious disease, change to Foreign Office advice to advise against travel to destination, significant building work ongoing outside of your accommodation (such as resort development) or failure in internet connections.

7.6. You must inform us of any lack of conformity without undue delay during your holiday so that we can try to remedy this for you. If you do not notify is may impact our ability to assist you, investigate the difficulties you have encountered and our response to any subsequent claims upon your return. If, after your departure, a significant part of your pre-booked holiday cannot be provided, you will be offered a suitable alternative if possible. If it is not possible to offer you a suitable alternative or, for good reasons, you do not accept the alternative arrangements, you will have the right to cancel your booking. In this event, you will have the right to be returned by the same means of transport to your original departure point at no extra cost provided that transport is available. This does not impose an obligation on us to make specific transport arrangements for you if none are available.

8. CANCELLATIONS BY SARA INTERNATIONAL UK

8.1. We aim to provide your holiday as booked, but reserve the right to cancel your travel arrangements, if for example, the minimum number of customers required for a particular travel arrangement is not reached. However, we will not cancel your travel arrangements less than 2 weeks before your departure date, except for (i) unavoidable and extraordinary circumstance; or (ii) in the event that we reasonably believe that there has been a fraudulent payment or a booking has been made for fraudulent or illegitimate purposes; or (iii) if the lead passenger or a member of the booking party has been banned from travelling with Sara International UK. Save in the scenarios described in (ii) or (iii) above, if we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of an alternative holiday of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value).

9. OUR LIABILITY TO YOU

9.1. Where applicable, we will accept responsibility for your holiday as an “organiser” under the Package Travel and Linked Travel Arrangements Regulation 2018 as set out below.

9.2. Subject to the other provisions of this clause 8, we accept responsibility for ensuring that your travel arrangements, which you book with us, are supplied as described by us.

9.3. Please note that we will not be liable for any injury, illness or death or consequent losses suffered by you or any member of your party, unless you are able to prove that such injury, illness or death was caused by lack of reasonable care and skill on the part of ourselves or our suppliers in the performance of our obligations under our contract with you.

9.4. It is a condition of the payment of compensation that you notify us of any complaint or claim strictly in accordance with clause 9 and, further, assign to us any rights that you may have against any third party in connection with your claim. You must co-operate with us and our insurers in this regard.

9.5. If you suffer a personal injury, death or serious difficulties as the result of an activity which does not form part of the package you booked with us - including, for example, any additional services or facilities provided to you by an accommodation or any other supplier which was not included as part of the original contract between us – we will not be liable to pay you any compensation but will offer you such advice and guidance as is reasonable in all the circumstances provided we are advised of the incident promptly.

9.6. We will not be responsible where you do not enjoy the holiday or suffer any other problems because of a reason which you did not make us aware of when the holiday was booked.

9.7. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. In all claims of whatever nature, we will not be liable where the alleged loss or damage results from any of the following: (i) the fault of the person affected or any members of their party; or (ii) the fault of a third party not connected with the provision of your holiday which we could not have predicted or avoided; or (iii) an event or circumstances which we or the supplier of the service in question could not have predicted or avoided even after taking all reasonable care.

9.8. The promises we give to you regarding the services we have agreed to provide or arrange as part of the contract, together with the laws and regulations of the country in which your claim or complaint occurred, shall be used as the basis for ascertaining whether or not the services in question have been properly provided.

9.9. If the services in question which caused the claim or complaint complied with the local laws and regulations applicable to those services at that time, the services shall be treated as having been properly provided. Such shall be the case even if the services did not comply with the laws and regulations of the UK which would have applied if those services had been provided in the UK.

9.10. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.

9.11. We strongly recommend that you store all money and valuables in a secure place during your holiday.

9.12. Please note, your belongings are taken on holiday at your own risk and neither Sara International UK, nor the hotelier are responsible for any loss, theft or damage that occurs to your money, valuables or other personal effects during your time away.

9.13. We do not accept any liability whatsoever for resort services or products highlighted on our website or in our brochures, or any losses of whatever nature suffered by you as a result of using the information featured.

Important notice in respect of limits on liability

9.14. Our liability will also be limited in accordance with and/or in an identical manner to: a) the contractual terms of the companies that provide the transportation for your travel arrangements. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract; and b) Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to baggage.

9.15. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is paid under these or any conventions. In particular for cruise arrangements, carriage by sea is governed by the Athens Convention 1974 (whether as later amended or otherwise), the Athens Convention 2002 and EU Regulation 392/2009. Any liability which we may have to you arising out of such carriage will be determined on this basis as if we were the actual or contracting sea carrier.

9.16. Your right to a refund from us is set out in these terms and conditions.

9.17. NB: this entire clause 8 does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.

9.18. Please note that the measures set out in paragraph 1A are those required to manage the risks of COVID-19 as part of a normal safety management system. By making a booking with us, you agree that their existence shall not be considered as any form of Failure.

10. COMPLAINTS

10.1 If you have a complaint about any of the services included in your holiday or a problem during your holiday, including any illness or injury, you must inform the relevant supplier (e.g. your hotelier etc.) and our local agent (if there is one), our representative, or our customer operations team using the emergency customer helpline (0333 0119 786) without undue delay and they will endeavour to put things right.

10.2. You must also complete a customer report form (if there is one) whilst in resort. If your complaint is not resolved locally, you must follow this up within 28 days of your return home by writing to either our Customer Service team at: Customer Service, 0333 0119 786 and providing your booking reference and all other relevant information.

10.3. If you fall ill while on holiday or suffer from an accident, you must also consult a local doctor and make arrangements to visit your GP on your return. In the event that we or one of our suppliers arrange for medical assistance on your behalf, you will authorise us to obtain a medical report from the doctor who attended to you.

10.4. Should you wish to make a claim against us as a result of an injury or illness, you must provide us with details of both the local doctor whom you saw and your GP, together with written authority for us to obtain a medical report from both those doctors. You, any member of your party, or any person acting for you must not make false or exaggerated claims. If you, any member of your party, or anyone acting for you makes a claim knowing any part of it to be false or exaggerated, details will be passed to the relevant authorities and we shall seek to recover any payments made to you in connection with the associated claim (together with costs incurred by us).

10.5. All claims (together with all supporting evidence including, but not limited to, medical records, photos of your holiday, details of all meals and drinks and receipts from excursions) must be submitted promptly after your return to claimsubmissions@sarainternationaltravel.co.uk quoting your name and booking reference in the subject matter. If you fail to follow these simple procedures, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this booking.

11. TRAVEL INFORMATION

11.1. Specific passport, visa, and other immigration requirements are your responsibility and you should confirm these with the relevant embassies and/or consulates.

11.2. Although we can provide general information about passport and visa requirements for some bookings, we do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, immigration requirements or you fail to comply with all applicable health requirements. Please refer to the ‘Essential Booking Information’ guide for more information.

11.3. The passport, visa, and health requirements at the time of booking can be viewed on the Foreign and Commonwealth Office website (www.fco.gov.uk). It is your responsibility to ensure that you and all members of your party are in possession of all necessary travel and health documents, and in compliance with any other immigration requirements, before you travel. Neither we, nor our suppliers, accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.

12. SPECIAL REQUIREMENTS

12.1. It is important, if you have any special requirements, such as wheelchair access, that you inform us at the time of booking so that we can make appropriate enquiries about the suitability of particular accommodation, resorts, transport and services.

12.2. Where following your booking we establish that the resort, cruise or accommodation is not appropriate we will inform you and give you the opportunity to change your holiday. Where applicable, an appropriate medical form will be sent to you for this purpose and once returned will be passed onto your airline and/or cruise operator and/or accommodation supplier and/or ground transfer service provider.

12.3. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline or cancel the booking.

12.4. We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience.

12.5. In the event that an airline and/or a ship refuses passage to you (or to any member of your party) on the grounds of ill health or on the grounds of any other perceived problem with your physical or mental condition, we will not be liable for any and all consequences that arise from this.

13. SPECIAL REQUESTS

13.1. If you have a special request for anything that is not automatically part of your holiday, please check when you book your holiday and we will pass this information on to the suppliers we work with. We cannot guarantee any request will be met.

14. CALL RECORDING

14.1. We pride ourselves on the quality and friendly professionalism of our staff. In our search to continually try and improve our level of service, prevent and detect fraud and for ongoing training, we may sometimes record and monitor phone calls (mainly in the case of telephone bookings).

15. PERSONAL DATA

15.1. We are committed to only collecting, using and disclosing your personal data in ways that you expect or have consented to or as we are required or permitted to by law. For full details of how we may use your data please view our Privacy Policy.

15.2. We may require the name and contact details of a third party whom we may contact in an emergency. It is your responsibility to ensure that the third-party consents to the disclosure of the information provided for that purpose.

16. FRAUD

16.1. If we believe that your booking is fraudulently funded, or that you or any person on your booking attempts (or has attempted) to deceive or defraud Sara International UK at any point (including unfairly claiming compensation or a refund), we reserve the right to, among other things, cancel the booking and future bookings without further notice, refuse to accept future bookings, and recover amounts from the person or persons involved.

17. ADDITIONAL ASSISTANCE

17.1. If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.

18. INSURANCE

18.1 We are legally obliged to advise you to take out adequate travel insurance. Travel insurance is not included with any of our packages or flights, and it remains your responsibility to purchase travel insurance separately. You must be satisfied that your insurance fully covers all your personal requirements including cancellation charges, medical expenses, pre-existing medical conditions, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, you do so entirely at your own risk and we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available

19. SUPPLIERS TERMS AND CONDITIONS

19.1 You acknowledge that certain parts of the Services will be provided to you by third party suppliers, for example certain transport and accommodation, (“Third Party Services”). Such Third-Party Services include, but are not limited to, all transport within Saudi Arabia and the quality and location of and the space provided by any tents provided, each of which is provided and controlled by the Ministry of Hajj and Umrah. These Third-Party Services may be provided in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

20. DEFINITIONS

20.1. “Sara International UK”, “we, “us”, “our” means Sara International Travel Hajj & Umrah Limited.

20.2. “You”, “your”, “lead passenger” means you for yourself and on behalf of each and every member of your booked party (including anyone who is added or substituted at a later date).

20.3 Sara International Travel Hajj & Umrah Limited is a company registered in England under No 10864245, registered office 46 Houghton Place, Bradford, England, BD1 3RG.

Advice on destinations available from the Foreign and Commonwealth Office, and this can be found on its website at www.gov.uk/foreign-travel-advice - the advice covers safety and security, health, visa requirements and local laws.