These terms apply to all Hajj, Umrah, vacation, visa and related travel services arranged by Deen Voyage ("the agency", "we", "us") for the client ("you"). By submitting a registration, you confirm that you have read, understood and accepted them on behalf of yourself and every traveller included in your booking.
1. Registration, Deposits & Payments
- Registration is an expression of interest. A booking is confirmed only after the required deposit is received and written confirmation is issued by Deen Voyage.
- Payment deadlines will be communicated to you. If you miss a payment deadline, we may treat the booking as cancelled by you, and the cancellation terms below will apply.
- Services such as flights, hotels and visas are only secured once the corresponding payment has been made.
2. Refund Policy
- Before any refund is made, we will deduct non-refundable commitments made on your behalf. These include airline tickets, hotel deposits, visa fees, ground transport, Nusuk/Hajj package fees and other supplier payments.
- Refunds are processed only after we have recovered any refundable amounts from third-party suppliers. Processing times depend on those suppliers.
- Refunds are paid in the currency and by the method used for the original payment, unless otherwise agreed in writing. Bank charges and exchange-rate differences are borne by the client.
- No refund is given for unused services, missed services or early departure.
3. Cancellation by the Client
- All cancellations must be made in writing (email or WhatsApp) to Deen Voyage.
- Our administration fee will be deducted, along with all expenses already incurred on your behalf.
- The closer the cancellation is to the departure date, the higher the non-recoverable costs are likely to be. Cancellations made after visas are issued or tickets are booked may result in little or no refund.
- If a client does not show up on the departure date, the booking is treated as a cancellation and no refund is given.
4. Changes, Name Changes & Transfers
- Requests to change dates, names, room types or travellers depend on availability and on supplier rules. Any resulting costs, including airline change fees and fare differences, will be charged to the client.
- Once a visa has been issued, a booking cannot be transferred to another person.
5. Flight Cancellations, Delays & Issues
- Flights are operated by independent airlines. If a flight is cancelled, delayed, rescheduled, overbooked, or your baggage is lost or damaged, we will work on our end to assist and find alternatives. However, the agency will not be held responsible for these issues or for the costs they cause.
- Any compensation is subject to the airline's own policies, and claims must be made directly against the airline.
- Extra costs caused by flight disruptions, such as additional hotel nights, meals, transport or rebooking fees, are the client's responsibility unless the airline covers them.
6. Visas & Travel Documents
- Visa approval (including Saudi Umrah/Hajj visas and Qatar Hayya visas) is at the sole discretion of the issuing government. Deen Voyage cannot guarantee approval or processing times.
- Visa fees are non-refundable once submitted, whether the visa is approved or refused. If a visa is refused, the refund and cancellation terms above apply.
- You must hold a passport valid for at least 6 months beyond your travel dates, with enough blank pages. You are responsible for providing accurate, complete and timely documents and information.
- We are not responsible for denied boarding or denied entry caused by invalid, incomplete or incorrect documents, or by decisions of immigration authorities.
- Where applicable, female travellers must meet the mahram or other requirements set by the Saudi authorities at the time of travel.
7. Hajj-Specific Terms
- Hajj packages, quotas, camps (Mina/Arafat), tents and services are allocated and controlled by the Saudi Ministry of Hajj & Umrah and its approved service providers. These may change without notice.
- Deen Voyage is not liable for changes, reductions or cancellations imposed by the Saudi authorities. Any refund in such cases is limited to the amount we are able to recover.
8. Prices
- Prices are based on airfares, hotel rates, government fees and exchange rates at the time of quotation. They may change before full payment because of currency fluctuations, government taxes or levies, or airline surcharges.
- Once full payment has been received and services are secured, your price will not be increased except for new government-imposed charges.
9. Accommodation
- Rooms are allocated on the occupancy you selected (Quad, Triple, Double, etc.). In shared rooms, you may be placed with other travellers of the same gender.
- If necessary, we may substitute a hotel of similar or higher standard.
- Check-in and check-out times are set by each hotel. Early check-in or late check-out is not guaranteed and may carry extra charges.
10. Health, Vaccinations & Insurance
- You are responsible for meeting all health and vaccination requirements, such as the meningitis (ACWY) vaccination for Saudi Arabia, yellow fever where applicable, and any current health regulations.
- You must tell us about any medical condition, disability or special need before booking. You are responsible for being fit to travel and for bringing any medication you need.
- We strongly recommend comprehensive travel insurance. Medical costs, emergencies and losses not covered by insurance are the client's responsibility.
11. Conduct & Group Travel
- You agree to follow the group schedule, the instructions of our guides, and the laws and customs of the countries you visit.
- We may remove from the group, without refund, any traveller whose behaviour endangers or seriously disrupts others.
- Itineraries, ziyarah visits and activities may be changed because of local conditions, authority directives or timing.
12. Personal Belongings
- You are responsible for your own baggage, money, valuables and documents at all times. Deen Voyage is not liable for any loss, theft or damage.
13. Force Majeure
- Deen Voyage is not liable for failure or delay caused by events beyond our control. These include government restrictions or policy changes, border closures, pandemics or epidemics, war, civil unrest, terrorism, natural disasters, severe weather, strikes and airline or supplier insolvency.
- In such events, any refund is limited to the amounts we are able to recover from suppliers, less expenses already incurred.
14. Limitation of Liability
- Deen Voyage acts as an agent for independent suppliers, including airlines, hotels, transport companies and Hajj/Umrah service providers. We are not liable for their acts, omissions or failures, or for injury, illness, loss or damage that they cause.
- Where liability cannot be excluded, our total liability is limited to the amount paid to Deen Voyage for the affected service.
15. Personal Data
- You consent to Deen Voyage collecting your personal information and sharing it with airlines, hotels, government visa portals and service providers as needed to deliver your booking. We will not sell your information.
- You agree that we may contact you by phone, email or WhatsApp about your registration.
16. Complaints
- Raise any problem with our team as soon as it arises so we can try to resolve it on the spot. Written complaints should be sent to [email protected] within 30 days of your return.
17. Acceptance
By ticking the agreement box and submitting this form, you confirm that you accept these Terms & Conditions. Deen Voyage may update these terms. The version in force on the date of your registration applies to your booking.