Amaana Tours Booking Terms & Conditions
The Terms & Conditions below apply to all bookings made with Amaana Tours LTD.
The following terms and conditions (“booking conditions”) form the basis of your contract with Amaana Tours LTD. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them.
Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated.
In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and “lead name” means the person who makes the booking. “We”, “us” and “our” means Amaana Tours LTD.
Before you book
1.1 Choosing Your Package
We hope that your booking with Amaana Tours will live up to your expectations so it is very important that you choose the right package for you. Our travel advisors are always happy to advise and give you their professional opinion in helping you choose the right package for you.
1.2 Booking Forms
A booking in not considered completed and confirmed until either: the relevant booking form is correctly completed and payment of the necessary deposits have been received by us, or you receive a letter of confirmation after making payment. Forms must be completed accurately and names must be spelt in accordance to what is displayed in the relevant persons passport to ensure details given to our suppliers (including airlines) are correct.
All deposits are non-refundable. All bookings must be accompanied by a non-refundable deposit for each applicant. No commitments will be entered into by us unless we have received your booking form or passport copy, and a deposit, and once you (or the lead passenger) have received a booking confirmation letter and payment receipt from us.
1.4 Confirmation Documentation
After booking you will receive an invoice, booking confirmation letter and booking confirmation sheet with all the information relevant to your booking. We strongly recommend you check the details carefully and read the information including document submission dates which may apply.
After your initial booking, depending of your destination and holiday type you may be required to submit other documents to us for processing of visas and other documentation. Details of the required documentation for your booking and the required by date will be stated on your booking confirmation letter. It is your responsibility to provide all necessary documentation for processing together with any required payment by the required dates.
You must pay the balance by the due date shown on the confirmation invoice. Please note for some telephone bookings full payment may be required IMMEDIATELY i.e. before you receive our confirmation invoice. If this applies you will be advised when the booking is made. It is very important that you pay balances when due because failure to do so may lead to the cancellation of your holiday/flights and still leave you liable to pay cancellation charges. Where an extra “booking charge” applies this will have been advised at the time of booking. All credit/charge card payments are subject to a surcharge. All cheque payments require 7 days to clear. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by suppliers. We do not accept responsibility for cash sent by courier or post, even if sent by registered or recorded delivery post or any other special delivery.
2.1 Hotel Gradings
At Amaana Tours we take steps to ensure we pick quality hotels within different budget ranges and categories and advertise hotel ratings correctly. All hotels carry official star ratings, but due to varying expectations and different standard levels official ratings cannot always be relied on. Coupled with this standards can vary between hotels of the same class in different countries, and even in the same country – especially at times when hotels are working on full capacity.
2.2 Twin Or Double Rooms
Accommodation in all hotels, regardless of the rating, is in standard rooms based on twins or doubles unless otherwise stated.
2.3 Triple/Quad Rooms
Where a Triple or Quad room option is chosen, most hotels will provide extra bed(s) (which may be of camp-bed style) placed in a double/twin room. This may sometime lead to room conditions which are cramped and you may wish to consider booking two rooms.
Where we offer ‘child on no bed basis accommodation stays’, these are based on sharing existing beds in the room. If you require a separate bed, you must advise us at the time of booking, as there will be a charge added to your booking.
2.4 Check-in and Check-Out Times
Generally hotel rooms will be available from 4pm and are to be vacated between 1pm, irrespective of your arrival or departure times. Should you wish your room to be ready prior to 4pm on your day of arrival or available after 1pm for an afternoon or evening departure, it may be possible to reserve the room at the time of booking at a cost. PLEASE NOTE THAT CHECK-IN TIMES DURING THE HAJJ PERIOD IS OFTEN DELAYED TO 8pm DUE TO THE HOTELS WORKING ON FULL CAPACITY. CHECK OUT TIMES DURING HAJJ ARE DEPENDANT ON INSTRUCTIONS FROMT HE MINISTRY OF HAJJ, THE HOTEL, AND OUR MAKTAB OFFICE IN MAKKAH. THIS CAN RANGE FROM 12-18 HOURS BEFORE THE FLIGHT DEPARTURE TIME.
3.1 Passenger Names
A properly completed booking form is the applicant’s sole responsibility. Full names must be properly spelled according to each individual passport, as late changes or alterations to the airline tickets will incur a minimum fee of £55.00 per ticket. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
3.2 Flight Changes
The flight timings shown provided on our website and/or detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are outside our control. They are set by airlines and are subject to various factors including air traffic control restrictions, weather conditions, potential technical problems and the ability of passengers to check in on time.
Airlines occasionally may change the type of aircraft used on a particular flight without advance warning. Scheduled and charter flight timings, and days of operation are subject to change. We will advise you of any significant changes. Minor timing changes will be shown on the flight tickets, which you should check carefully when received. Should the changes involve a reduction in the duration of your holiday, we will offer you a refund of any applicable costs. Any change in the identity of the airline, flight timings and/or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions.
3.3 Direct Flights
The flight routings used in connection with our holidays may be used on special fares which do not necessarily take the most direct route. Some itineraries require a change of aircraft en route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However stops may be made en route for refueling or to let passengers on and/ or off. Details of any stops will be given on your itinerary wherever possible. However, should you require this information at an earlier stage, please check with our travel advisors at the time of booking.
3.4 ‘No Frills’ Carriers or Chartered Flights
Sometimes we may choose to fly with or provide the option of ‘no frills’ carriers or a charted flight to take advantage of the flexibility and pricing available.
3.5 Flight Delays
In the event of a flight being delayed, the airline will arrange for the following to be provided, whenever practical, and subject to the airport being able to cater for this:- over 4 hours, an appropriate meal, and for delays of at least 8 hours extending beyond midnight, overnight accommodation will be provided wherever possible. However, this will depend on such factors as the expected length of delay, local availability of accommodation, immigration rulings etc. Where long flight delays result in lost holiday time, no refunds are given by hotels for unused accommodation, as rooms are held for delayed arrivals, not re-let.
Visas and Passports
4.1 Passports & Visas
It is your responsibility to ensure that your passport is valid for at least 7 months from the planned date of departure of your booking. You are also required to submit your passport and other supporting documents for processing by the required submission date stated in your booking confirmation letter.
4.2 Hajj and Umrah Visas
Hajj and Umrah visas have strict rules governing their issuance. If these rules are adhered to the embassy will normally provide the visa in time but occasionally due to changes in quotas or other reasons, visas are not issued on time or are rejected by the Saudi Authorities/Embassy. We are unable to take any liability with such occurrences and we will not be able to provide any refunds that have not been provided to us by our suppliers.
Tour and Package Details
5.1 Marketing Accuracy
We rigorously check the information about accommodation, itineraries etc., to ensure it is correct to the best of our knowledge. Flight times, carriers and routes in the brochures or on our website are given for guidance only as there may be changes. Final details will be shown on your tickets. Travel itineraries and other package and Tour details may change as a result of local conditions. Circumstances such as these, or weather conditions, time of year or other situations beyond our control etc., may cause some of the amenities we have described to be unavailable or different from those advertised. When we are told of any significant or long term changes we will always endeavor to advise you prior to your departure.
5.2 If We Change Or Cancel Your Booking Before Your Departure
We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. We plan arrangements a long time in advance of your holiday using independent suppliers such as airlines, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, occasionally, changes are significant.
A significant change includes a change of accommodation to that of a lower category and/or price for the whole or a major part of your time away, a change of flight time of more than 24 hours or a change of UK departure airport (except between London airports). Similarly, we do our best to avoid cancelling holidays but we must reserve the right to do so. However, we promise we will only cancel your confirmed booking after you have made full payment where we are forced to do so as a result of ‘force majeure’ as defined below. If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:-
(a) (for significant changes) accepting the changed arrangements; or
(b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other available package. You must pay the applicable price of any such holiday. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper; or
(c) cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.
5.3 Changes Due To Circumstances Beyond Our Control
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any event or circumstances which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire and other situations which are outside our control.
5.4 If We Change Your Holiday Accommodation
We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked or your check-in may be delayed due to peak seasons, or accommodation may have to be changed for other reasons. If this happens before your departure or on arrival we will endeavor to provide accommodation of at least the same star rating in the same approximate area. If only accommodation of a lower star rating is available, we will refund the difference in price between the accommodation booked and that available, and will pay up to £25 per person for any inconvenience.
5.5 Changes to Tours
Whilst every effort is made to operate a tour as advertised, on occasion it may be necessary to make changes to the accommodation, the routing or order of an itinerary. Unless the change significantly alters the holiday, compensation will not be payable for minor alterations to the itinerary or nightly accommodation.
Changes from Your Side
6.1 Changes Or Additions To Your Holiday
If you want to change any part of your booking after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, it will be subject to a minimum charge of £75 per booking, and payment of any further costs incurred as a result of the change. Scheduled airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
If you or anyone on your booking decides to cancel, the booking lead must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail. Cancellation will take effect from the day we receive written confirmation. This applies to all Umrah and Hajj bookings.
Period prior to departure Cancellation charge per person cancelling
Over 90 Days Loss of deposit
90 – 60 days 50% of total cost
59 – 30 days 80% of total cost
29 days or less 100% of total cost
7.1 Difficulties you may have
In the unlikely event that whilst on tour or your holiday, you find that there is an element in your package which you dislike please contact a member of our team and raise the relevant issue. If it is within our control, we will endeavor to correct such fault or report the problem to the proper authority for their immediate intervention.
In the unlikely event that whilst on your holiday you find that there is an element in your package which you dislike, you must bring it to the attention of our representative immediately. They will do their best to rectify the situation. It is unreasonable to take no action whilst on holiday, but then to expect us to remedy the problem upon return. If you do not raise concerns immediately, this may affect our ability to investigate and take remedial action and it may impact on the way your complaint is dealt with.
All applicants who travel with Amaana Tours LTD are expected to behave in a manner which is conducive to the journey that they are making. Under no circumstances should travellers be involved in brawls, fights or arguments, or display behavior which would be seen as detrimental to the image which Amaana Tours LTD desires to be shown by a person undertaking Hajj or Umrah journey.
Amaana Tours cannot take liability for any lost or damaged luggage.
7.4 Hajj Drafts
We will provide transportation on Hajj tours and therefore all Hajj drafts remain our property and must be surrendered to our staff upon request in Saudi Arabia. Any drafts not surrendered will be liable to a charge at the full value immediately.
7.5 Price changes
It may be necessary to increase the costs of the advertised package at any time without notice due to some elements beyond our control. If this occurs we will offer you the choice to continue your booking by agreeing to pay the additional cost or cancelling your booking and receiving a full refund of all monies paid.
8.1 Your Financial Protection
When you buy an ATOL protected flight 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.