Terms & Conditions

1. Booking and Payments

• Contract Formation: A contract exists only once we have received your deposit and issued a Confirmation Invoice.
• Who You Contract With: Insha Travel is the dedicated Hajj and Umrah brand of Times Travel LTD. Your booking is made with, and your travel contract is held by, Times Travel LTD.
• Agency Monies: Any money paid by a customer to an agent is held by that agent on behalf of Times Travel LTD.
• Payment Schedule: A deposit of £50 per person holds your seats. Within 24 hours of booking, 50% of the price per person is due in addition to the deposit; at that point your tickets are issued and your ATOL Certificate is provided. The remaining balance may be paid in two instalments and must be settled at least 20 days before departure, so that hotel vouchers and your final travel documents can be issued in time. If you book less than 20 days before departure, the full price is due once your tickets are issued and your ATOL Certificate is provided. The deposit forms part of the price and is deducted from the final balance.

2. Changes to Your Booking

Because pilgrimage arrangements are planned months in advance, we reserve the right to make modifications.

• Minor Changes: Most changes are minor, and we will endeavor to advise you or your travel agent before departure.
• Major Changes: If we are forced to make a significant change (such as a change in departure time by more than 12 hours or a change in UK departure airport), we will notify you as soon as possible.

3. Our Responsibility & Visa Limitations

• Service Standards: We take all reasonable steps to ensure our suppliers meet acceptable standards. Times Travel LTD accepts responsibility for the proven negligent acts of our employees or agents acting within their scope of employment.
• Visas: We cannot accept responsibility if a visa is refused by the Saudi Embassy or the Ministry of Hajj and Umrah. It is the pilgrim’s sole responsibility to ensure their visa is valid for their specific travel dates.
• External Factors: We are not liable for loss, damage, or expense resulting from events outside our control (Force Majeure), such as industrial action, civil strife, or natural disasters.

4. Delays and Travel Insurance

• Flight Delays: We cannot accept liability for delays or cancellations caused by weather, airline rescheduling, air traffic control, or mechanical breakdown.
• Insurance: We do not offer travel insurance, but we strongly recommend you obtain a comprehensive policy to cover delays, medical emergencies, and cancellations.
• Walking Distances: Distance estimates provided for hotels are approximate. We encourage pilgrims—especially the elderly—to verify locations using mapping tools such as Google Earth, as crowds and congestion during peak periods may affect travel time to the Holy Mosques.

5. Behavior and Conduct

Pilgrims must behave in a manner that does not cause distress, injury, or annoyance to others. We reserve the right to terminate your stay (including eviction from hotels) if your behavior creates a risk to persons or property. In such cases, no refunds will be issued.

6. Accuracy of Information

• Reasonable Expectations: While we strive for accuracy, facilities may be withdrawn or altered due to local laws, religious peak periods (Hajj), or maintenance.
• Local Standards: Standards of safety, hygiene, and utility supply (electricity/water) in Saudi Arabia are governed by local regulations and may differ from those in the UK. Times Travel LTD is not liable for failures in local energy conservation measures or utility outages.

7. Cancellation Policy

Should you or any member of your party need to cancel:

• Notice: Cancellation must be submitted in writing by the lead passenger.
• Refunds: Please note that no pilgrim will be entitled to a refund upon cancellation once the booking has been accepted and the confirmation invoice issued. We recommend ensuring your travel insurance covers cancellation costs.

8. Resolving Problems

If you encounter an issue during your pilgrimage:

1. Report Immediately: Report the matter to our local representative so we can attempt to resolve it on the spot.
2. Formal Complaint: If the matter is not resolved, you must submit a Client Comment Form and a formal letter to our Passenger Relations Department within 14 days of your return. We cannot accept liability for claims received after this period.

Financial Protection (ATOL)

Your Financial Protection under ATOL Number: 74904

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.”