AIMAH TOURS PRIVATE LIMITED
All Hajj and Umrah bookings with Aimah Tours Private Limited (“Company”) are subject to this Policy, the applicable package quotation, booking confirmation and supplier conditions.
Customers are responsible for reviewing and accepting the applicable terms before making payment. All payments must be made through the Company's authorised payment channels.
Unless otherwise specified in the package quotation, the following payment schedule applies:
For bookings made after any payment deadline, the Company may require the corresponding amount to be paid immediately.
If a customer voluntarily cancels a confirmed booking, the booking token, amounts paid towards the package and amounts committed to travel suppliers are subject to the agreed cancellation terms and applicable law.
The customer acknowledges that the Company may have already committed funds towards airline tickets, visa processing, hotel accommodation, transportation, meals, insurance and other arrangements.
Where permitted by the agreed terms and applicable law, cancellation charges may include non-refundable supplier payments, cancellation penalties, processing charges and other documented costs incurred for the booking.
No refund, credit or carry-forward is guaranteed for a customer-initiated cancellation. Any amount refundable under applicable law or the agreed booking terms will be assessed individually.
Customers must comply with the payment deadlines specified in their booking confirmation.
Failure to make a payment on time may result in suspension or cancellation of the booking, subject to the applicable contractual terms and legal requirements.
Where a booking is cancelled because of a customer's payment default, amounts already paid may be applied towards lawful cancellation charges, supplier penalties and documented non-recoverable costs.
The Company does not guarantee a refund, adjustment or carry-forward in cases of payment default. Any legally refundable balance will be dealt with in accordance with applicable law.
If a confirmed package is cancelled by the Company, the airline or the relevant Saudi government authority, the refund will be assessed separately from a customer-initiated cancellation.
The Company will review the reason for cancellation, supplier refunds, recoverable amounts, applicable contractual terms and legal obligations.
The following principles will apply, subject to applicable law.
Where an airline cancels a flight and approves a refund, the eligible ticket refund will be processed after reconciliation of the amount received from the airline.
Any disclosed and contractually permitted service or processing fee may be deducted where legally permissible. Any deduction imposed by the airline must be supported by the applicable airline rules and available documentation.
The Company cannot guarantee an airline refund before the airline confirms or releases the amount.
Hotel bookings may involve advance payments and cancellation penalties.
Where a package is cancelled, the Company will obtain the hotel's applicable cancellation terms and assess the actual financial loss.
The initial assessment may include the cost of one night's accommodation where applicable. However, the final deduction will depend on the hotel's actual cancellation charges, the amount recoverable, the booking conditions and whether the remaining hotel amount can be refunded or adjusted against a future booking.
The deduction will not automatically be treated as one night's cost or the entire hotel payment in every case. The actual outcome will be determined from the applicable hotel terms and documented financial position.
Where the hotel offers a future booking credit instead of a cash refund, the customer will be informed that a credit is not equivalent to cash.
Where meals have been arranged through an external caterer, cancellation may result in a charge equivalent to one day's meals, where applicable under the supplier agreement.
The final amount deducted will depend on the actual catering commitment, cancellation terms and recoverable amount. The Company will not treat an unincurred or recoverable expense as automatically non-refundable.
Where a visa has already been issued or the applicable visa fee has been paid and is non-refundable under the relevant authority or platform rules, the visa amount will not be refundable to the extent that the cost is genuinely non-recoverable and retention is lawful.
If visa processing has not been completed and the relevant amount has not been paid or incurred, the position will be assessed according to the actual transaction and applicable terms.
Transportation, insurance, local ziyarat and other package services will be assessed according to the relevant supplier's cancellation terms, amounts already incurred and amounts recoverable.
Any lawful cancellation charges or non-recoverable costs may be accounted for in the final refund calculation.
Where a refund is due, the Company will calculate the amount using the following principles:
Refunds will ordinarily be processed through the original payment method or another verified method agreed with the customer, subject to applicable regulations.
The Company will communicate the expected processing timeline when sufficient information is available. Any estimate dependent on a supplier will be identified as such.
Nothing in this Policy permits the Company to retain amounts that it is legally required to refund.
Travel dates, airlines, hotels and itineraries may change due to operational restrictions, availability, airline schedules, government directions or other exceptional circumstances.
The Company will communicate material changes and, where reasonably practicable, offer suitable alternatives.
Any additional charge must have a lawful contractual basis and be appropriately disclosed. Where a material change gives the customer a right to cancel or obtain a refund under the applicable terms or law, that right will be respected.
Exceptional circumstances may include geopolitical instability, armed conflict, airspace closures, government restrictions, border closures, natural disasters, epidemics and other events beyond the reasonable control of the affected party.
In such circumstances, the Company will assess available alternatives, supplier recoveries, rescheduling options and applicable legal obligations.
Refunds, credits and cancellation charges will be determined according to the circumstances, agreed booking terms, recoverable supplier amounts and applicable law.
Force majeure does not automatically guarantee a full refund or automatically permit the Company to retain every amount paid.
Visa issuance and immigration clearance are subject to the applicable authorities and government regulations. Customers must provide accurate documents and information within the required timelines.
The Company cannot guarantee visa approval or immigration admission. Visa fees and processing charges will be treated according to the applicable authority's rules, the stage of processing and applicable law.
GST, TCS and other applicable statutory charges will be disclosed in the package quotation or invoice.
Any refund or adjustment of taxes and statutory collections will be handled according to applicable tax laws and the actual transaction.
Customers must verify their passenger details, passport information, travel dates and other booking particulars when requested.
Customers are responsible for complying with document requirements, payment deadlines, reporting times and applicable travel regulations.
Any charges arising from inaccurate customer information or failure to comply with requirements will be assessed according to the agreed terms and applicable law.
All cancellation and refund requests must be submitted in writing through the Company's officially designated communication channels.
Customers are encouraged to retain payment receipts, booking confirmations and written correspondence.
The Company will review refund requests and provide material updates when available. Customers may request a written explanation of the refund calculation and applicable deductions.
Nothing in this section restricts a customer's statutory right to raise a complaint with a competent consumer authority or other legally authorised forum.
The Company may update this Policy from time to time. The terms applicable to an existing booking will be determined by the version disclosed and accepted for that booking, subject to applicable law.
No amendment will retrospectively remove accrued customer rights or impose materially different obligations without a lawful basis.
This Policy is governed by the laws of India.
The Company and the customer will endeavour to resolve disputes through written communication and good-faith discussions. Where a dispute cannot be resolved, either party may approach the competent court, consumer commission or other authority having jurisdiction under applicable law.
By accepting the applicable booking terms, customers acknowledge that Hajj and Umrah packages involve multiple suppliers, advance commitments and supplier-specific cancellation conditions.
Refunds and deductions will be assessed according to the applicable booking terms, documented costs, supplier recoveries and legal requirements.
Aimah Tours Private Limited
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