terms & conditions

Last updated: 3 October 2026

Please read these booking conditions carefully. They explain your rights and ours when you book an Umrah package with us.

Contents

1. About us and your contract
2. Making a booking
3. Prices
4. Payment
5. Financial protection
6. Passports, visas and health
7. Changes by you
8. Cancellation by you
9. Changes and cancellation by us
10. Unavoidable and extraordinary circumstances
11. Our responsibility to you
12. Your responsibilities
13. Travel insurance
14. Special requests and accessibility
15. Assistance and complaints
16. Your personal information
17. Law and jurisdiction
18. Contact us

1. About us and your contract

Prestige Umrah (“we”, “us”, “our”) arranges Umrah packages for pilgrims travelling from the United Kingdom. Prestige Umrah is a trading name of TIMES TRAVEL LIMITED, a company registered in England and Wales under company number 01813409, holder of ATOL 74904.

Your contract is with Times Travel Limited, trading as Prestige Umrah. “You” means every person named on the booking. The person who makes the booking (the “lead passenger”) confirms that they are 18 or over, that they have authority to accept these terms for everyone in the party, and that they will pass on all information we send.

Where we sell you flights plus accommodation or other travel services as a single booking, your holiday is a package under the Package Travel and Linked Travel Arrangements Regulations 2018 (the “Regulations”), and you have the rights set out in those Regulations and in these terms.

2. Making a booking

• Quotation: we first send you a tentative quotation showing what is included and the price. A quotation is not a booking, and prices and availability can change until you confirm.
• Confirmation: your booking is confirmed, and a contract exists between us, when you accept the quotation, pay the deposit and we send you a written booking confirmation (and, for flight-inclusive packages, an ATOL Certificate).
• Check your documents: please check your confirmation as soon as you receive it and tell us within 48 hours if anything is wrong. Names must match passports exactly; airlines may charge to correct them.
• Once confirmed, any change to your booking can only be made by a manager, and may carry the charges set out in section 7.

3. Prices

• Advertised “from” prices are per person, based on two adults sharing a room, and depend on travel dates and availability. Supplements apply for single rooms and may apply for triple or quad rooms, room upgrades and peak dates such as Ramadan and school holidays. Always confirm current prices with our team.
• Your confirmation shows exactly what is included, typically return flights, hotel accommodation, private transfers, Umrah visa processing and guided Ziyarah. Meals, travel insurance, personal expenses and optional excursions are not included unless stated.
• Once your booking is confirmed, we will only increase the price because of changes in fuel or other transport costs, taxes or fees imposed by third parties (such as airport or government charges), or exchange rates.
• If the increase is more than 8% of your total package price, you may accept it, accept an alternative package if we offer one, or cancel and receive a full refund of all money paid (after deduction of non-refundable charges).
• If these costs go down by the same rules, we will pass the reduction on to you, less our reasonable administrative costs.

4. Payment

• A deposit of £100 per person or 10% of the package price, whichever is higher is payable when you book. The deposit is non-refundable except where these terms or the Regulations say otherwise.
• The balance is due no later than 2 weeks before departure. If you book within this period, full payment is due at the time of booking.
• Some airline tickets must be paid in full as soon as they are issued. If this applies, we will tell you before you book.
• If we do not receive full payment on time, we may treat your booking as cancelled by you and apply the cancellation charges in section 8.
• All payments are made to the bank account of Times Travel Limited shown on your invoice. Please call us to verify our bank details before making any transfer; we will never change our bank details by email.
• All payments must be made by the lead passenger or one of the travellers. Third-party payments are not accepted unless verified by us.
• For third-party payments, where the payer is not a traveller, we will verify the payer’s identity and their relationship with the traveller. If the payer fails verification, we reserve the right to cancel the booking without refund.

5. 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.”

Our ATOL number is ATOL 74904 (Times Travel Limited). Bookings that do not include a flight, such as a hotel booked on its own, are not protected under the ATOL scheme. For more information, see caa.co.uk/atol-protection.

6. Passports, visas and health

• Passports: every traveller must hold a valid passport with at least six months’ validity from the date of arrival in Saudi Arabia and enough blank pages. Non-British passport holders must check their own entry requirements.
• Umrah visas: we will process your Umrah visa application where this is included, but the decision is made solely by the Saudi authorities. We cannot guarantee that a visa will be issued or issued in time, and we are not responsible for refusals or delays caused by the authorities or by incomplete or incorrect information you provide.
• Permits: Rawdah visits and other permits booked through the Nusuk platform depend on availability and cannot be guaranteed on specific dates.
• Health: Saudi Arabia requires pilgrims to hold proof of meningitis ACWY vaccination, and other requirements may apply. Check the latest advice on the FCDO travel advice pages and TravelHealthPro, and speak to your GP or a travel clinic at least 8 weeks before departure.
• If you cannot travel because you do not have the correct passport, visa or health documents, this will be treated as a cancellation by you (section 8).

7. Changes by you

• If you want to change your booking after it is confirmed, please contact us in writing. We will do our best to help, but cannot guarantee that every change is possible.
• Each change carries an administration fee of £200 per booking, plus any costs charged by airlines, hotels and other suppliers. Airline tickets usually cannot be changed or transferred, and a name change may be treated as a cancellation and rebooking.
• Transferring your booking: the package booked by you is non-transferable.

8. Cancellation by you

You may cancel your booking at any time before departure. Cancellation must be made in writing by the lead passenger and takes effect on the day we receive it. Because we incur costs from the moment you book, the following charges apply:

Days before departure that we receive your cancellation	Cancellation charge (% of total package price)
More than 60 days	Loss of deposit
60–30 days	50%
29–15 days	75%
14 days or less, or failure to travel	100%

If the charges our suppliers make are higher than these amounts, for example on non-refundable airline tickets, the higher amount will apply. You may be able to claim these charges back under your travel insurance.

You may cancel without paying a cancellation charge if unavoidable and extraordinary circumstances at your destination, or in its immediate vicinity, significantly affect the performance of your package or your travel to the destination (see section 10). In this case we will refund all money you have paid within 14 days.

9. Changes and cancellation by us

• Minor changes: we may need to make minor changes to your booking, such as a change of flight time of less than 12 hours or a change to another hotel of a similar standard. We will tell you as soon as possible. No compensation is payable for minor changes.
• Hotels: the hotels shown for each package may be replaced by a similar 5-star hotel of equivalent standard if the original is unavailable.
• Significant changes: if we have to make a significant change to your package, such as a change of departure airport, a flight time change of 12 hours or more, or a change of hotel to a lower standard, we will tell you as soon as possible. You may then accept the change, accept a replacement package of equivalent or higher quality if we can offer one, or cancel and receive a full refund of all money paid within 14 days.
• Cancellation by us: we will not cancel your booking after the balance due date, and payment is received in full, except for unavoidable and extraordinary circumstances or if you have failed to pay. If we must cancel, you will receive a full refund, or you may choose a replacement package.
• Compensation: where appropriate, we will also pay reasonable compensation for a significant change or cancellation, unless it is caused by unavoidable and extraordinary circumstances or by something you did.

10. Unavoidable and extraordinary circumstances

This means a situation beyond our control, whose consequences could not have been avoided even if all reasonable measures had been taken. Examples include war, terrorism, civil unrest, natural disasters, epidemics, serious health risks, government action (including changes to Saudi pilgrimage rules, visa suspensions or restrictions on access to the Holy Mosques), airport closures and adverse weather.

We are not liable to pay compensation where performance of our contract is prevented or affected by such circumstances, but you keep your rights to cancel and receive refunds under the Regulations.

11. Our responsibility to you

• We are responsible for making sure the travel services in your package are provided as described, whether we provide them ourselves or through our suppliers.
• If any part of your package is not provided as agreed, we will put it right unless that is impossible or disproportionately costly. If we cannot, you may be entitled to a price reduction and/or compensation.
• We are not responsible where the failure is caused by you, by a third party unconnected with the provision of your package where the failure could not have been foreseen or avoided, or by unavoidable and extraordinary circumstances.
• Where international conventions (for example the Montreal Convention for air travel) limit the liability of our suppliers, our liability is limited in the same way.
• Except for death, personal injury or illness caused by our negligence, our maximum liability for any claim is limited to three times the total price of your package. Nothing in these terms limits liability that cannot be limited by law.
• We will give you appropriate assistance without delay if you are in difficulty during your trip, including information about health services, local authorities and consular help.

12. Your responsibilities

• Follow Saudi law and local customs, including the rules of Masjid al-Haram and Masjid an-Nabawi, dress codes and instructions from officials.
• Be at airports, hotels and pick-up points at the times provided. We cannot be responsible for missed flights or transfers caused by late arrival.
• Behave in a way that does not cause danger, distress or damage to others. We, the airline or the hotel may end your arrangements without refund if you do not, and you will be responsible for any damage you cause.
• Tell us before booking about any medical condition, disability or special requirement that may affect your journey.

13. Travel insurance

Comprehensive travel insurance is a condition of booking. It should cover cancellation, medical treatment and repatriation, loss of belongings and the specific requirements of pilgrimage travel to Saudi Arabia. Please buy it when you pay your deposit so that you are covered if you have to cancel. You must tell us your policy details before departure.

14. Special requests and accessibility

We will pass on special requests, such as connecting rooms, high floors, Haram-view rooms, wheelchair assistance or dietary needs, to the relevant supplier. We cannot guarantee requests unless we confirm them in writing as part of your booking. If you have reduced mobility or a medical condition, please tell us before you book so we can advise on suitable hotels, transfers and flights.

15. Assistance and complaints

• During your trip: if anything is not as it should be, tell the supplier (for example the hotel reception) and contact us straight away on +44 203 468 9888 (24/7, including WhatsApp), or write us at complaints@prestigeumrah.co.uk so we can try to put it right on the spot. If you do not tell us during your trip, we may not be able to resolve the problem, and this may affect any compensation.
• After your trip: if the problem was not resolved, please write to us within 28 days of your return at complaints@prestigeumrah.co.uk, giving your booking reference and full details. We aim to acknowledge complaints within 5 working days and reply in full within 28 days.
• If we cannot resolve your complaint, you can contact directly with Times Travel Ltd.

16. Your personal information

We use your personal information to arrange and manage your booking, including sharing it with airlines, hotels, transport providers and the Saudi authorities. Please read our Privacy Policy for full details.

17. Law and jurisdiction

These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Nothing in these terms affects your statutory rights, including those under the Consumer Rights Act 2015 and the Package Travel and Linked Travel Arrangements Regulations 2018.

18. Contact us

• Company: TIMES TRAVEL LIMITED trading as Prestige Umrah. Company number 01813409. ATOL 74904.
• Email: info@prestigeumrah.co.uk
• Complaints: complaints@prestigeumrah.co.uk
• Phone (24/7): +44 203 468 9888
• Post: 13 Station Road, London, SE25 5AH

Ready to plan your journey? Compare our Umrah packages or contact our team for a tailored quotation.