Terms & Conditions

1.1 Definitions

In these Terms & Conditions (the “Terms”):

• “Booking” means any reservation made for travel, accommodation, transport, pilgrimage services, guides, or other services offered by the Company.
• “Contract” means the agreement formed between the Company and the Client for supply of Services following acceptance by the Client of these Terms.
• “Services” means all products, services, travel packages (Hajj, Umrah, Ziyarat), guidance, assistance, visa processing, insurance facilitation, transfer services, and ancillary services provided by the Company.
• “Supplier(s)” means third-party vendors performing services (airlines, hotels, ground operators, transport providers, guide companies, visa centers, medical providers).
• “Price” means the total amount payable by the Client for the Services including fees, taxes, levies, and surcharges.
• “Force Majeure Event” means an event beyond reasonable control (see Clause 19).
• “Lead Passenger / Group Leader” means the person who makes the Booking and is responsible for communicating with the Company for group bookings.

1.2 Interpretation

Headings are for convenience and do not affect interpretation. Singular includes plural and vice versa. “Including” is without limitation.

2.1 These Terms apply to: (a) all Bookings made through the Company’s website, app, email, phone, or in-person; (b) use of the Company’s online tools (checklists, educational content, calculators); and (c) any ancillary services provided.

2.2 By making a Booking, paying any deposit, or using the website/services, the Client confirms acceptance of and agreement to these Terms.

• 3.1 Bookings may be made online, by phone, by email, or in-person. A Booking request does not constitute a Contract until accepted by the Company.
• 3.2 A Booking is confirmed when the Company issues a written confirmation (email/booking reference) and the Client pays required deposit or full payment as specified.
• 3.3 It is the Client’s responsibility to provide accurate, complete, and up-to-date information. The Company will not be liable for losses caused by incorrect or incomplete information.
• 3.4 If booking on behalf of others, the Lead Passenger confirms authorization and will ensure all travellers comply with these Terms.

• 4.1 Prices quoted are based on availability and rates at the time of quotation and are subject to change until Booking is confirmed.
• 4.2 A non-refundable deposit is required to secure a Booking; milestones and final balance will be stated in the invoice.
• 4.3 Accepted payments: bank transfer, authorized gateways, mobile financial services. Transaction fees may be passed to the Client.
• 4.4 Failure to pay by due date may result in cancellation and forfeiture of deposit. Late payment charges may apply.
• 4.5 Unless stated otherwise, prices exclude visa fees, levies, airport taxes, optional insurance, personal spending, and emergency medical costs.
• 4.6 All prices/payments are in BDT. SAR or USD may be accepted; the bank conversion rate applies and variance is the Client’s responsibility.
• 4.7 Clients must pay 70% in advance. Remaining balance can be split into up to three installments from the start, with all dues cleared 4–7 working days before travel. Failure may terminate the journey without remedy, though the Company will try to assist.

5.1 Amendments by Client

Requests must be made in writing. Approval depends on supplier rules, availability, and may attract fees.

5.2 Name Changes

Names must match passports. Post-ticketing changes follow airline rules and may incur charges or be denied.

5.3 Cancellations by Client

Cancellations require an official written request. Refunds depend entirely on supplier policies, timing, and nature of purchased services. The Company is not liable for third-party decisions.

5.3.1 Non-Refundable Components

• Visa fees once applied or issued.
• Saudi transportation and Nusuk-linked payments (cars, buses, trains, transfers).
• Company service/processing charges.
• Hajj-specific Service Providing Company (SPC) payments such as Mina tents, Arafah, Muzdalifah, Maktab, Manasik, internal transport.

5.3.2 Airline Tickets

• Refunds follow airline policy entirely.
• Some fares are non-refundable or non-changeable.
• Airline processing times and penalties are outside the Company’s control.
• No-show passengers receive no refund.

5.3.3 Hotels & Accommodation

Hotel refunds depend on the hotel’s cancellation policy. If prepaid in full, refunds may be impossible. Any refundable amount will be passed on after deducting non-refundable charges and service fees.

5.3.4 Meals & Food Costs

Food charges are refundable only if unpaid to vendors and no cancellation fee applies.

5.3.5 Administrative Time & Service Charges

All consultation, itinerary, coordination, document handling, and support fees are strictly non-refundable.

5.3.6 General Refund Guidelines

Eligibility depends on timing, supplier penalties, whether third parties have been paid, government-linked services processed, and Company service charges. Refunds are processed only after suppliers pay back and can take 30–120 working days.

5.3.7 Refund Structure – Umrah

• 0–7 days before travel: if all services booked and paid, no refund.
• 8–15 days: refund only for unpaid services; service charges remain non-refundable.
• 16–30 days: same as 8–15 days; only unpaid components may be refunded.

5.3.7 Refund Structure – Hajj

• Payments are made in advance to governments, SPCs, airlines, hotels, transport, and third parties. Once paid, refunds depend solely on those parties.
• Supplier/authority penalties determine refund amounts. Company service charges are always non-refundable.

5.3.8 Exceptional Situations

Refunds may not be provided for medical issues, change of plans, third-party delays, missing documents, immigration refusal, blacklisting, vaccination gaps, or force majeure impacts.

5.3.9 Force Majeure

If travel is disrupted by uncontrollable events, refunds depend entirely on third parties. No guarantee is offered.

5.3.10 Client Responsibility

• Maintain valid passport, vaccinations, accurate documents, regulatory compliance, visa eligibility, and timely payments.
• Failure may void any refund eligibility.

5.4 No Refund for Non-Compliance

No refunds for missed flights, unused services, visa refusal due to Client error, or rule violations.

5.5 Refund Processing

Refunds (if any) are issued after deducting penalties/fees within 14–60 business days depending on payment channels.

• 6.1 Minor changes (timing, routing, similar hotels) may occur; clients cannot cancel automatically but may request alternatives.
• 6.2 Significant changes allow Clients to accept alternatives, receive refund for affected part, or cancel subject to supplier settlement.
• 6.3 Price increases due to surcharges, fuel, exchange rates, or levies may be passed on with written justification; Clients may cancel per Clause 6.2.

• 7.1 The Company often acts as agent for independent suppliers; claims follow supplier terms.
• 7.2 Supplier liability limitations also limit the Company’s liability as noted in Clause 15.
• 7.3 The Company may subcontract local operators and remains responsible only for reasonable selection and oversight.

• 8.1 Passport/visa compliance is the Client’s responsibility. The Company assists but is not liable for refusals.
• 8.2 Names must match exactly across documents.
• 8.3 Immigration decisions are beyond the Company’s control.
• 8.4 Clients must meet vaccination and health requirements.

• 9.1 Clients must disclose medical conditions, limitations, medications, allergies, or assistance requirements.
• 9.2 The Company may refuse/remove Clients if participation risks safety.
• 9.3 Medical costs are the Client’s responsibility unless insured.
• 9.4 Comprehensive travel insurance is strongly recommended.

• 10.1 Clients must respect local laws, cultural norms, and instructions; disruptive behaviour may lead to removal without refund.
• 10.2 Religious rituals follow established guidance; fiqh questions should be referred to qualified scholars.
• 10.3 Dress codes and site regulations must be observed.
• 10.4 Carrying prohibited items or engaging in banned activities leads to legal consequences borne by the Client.
• 10.5 Clients must treat Company employees and service providers respectfully and not demand services beyond agreed packages.

10.5 Commitment to Lawful Conduct and Non-Fraudulent Activity

Clients guarantee they will not engage in fraudulent or unlawful activity. If a Client absconds or violates regulations, the Company bears no responsibility and all penalties fall on the Client, group leader, or accompanying family. The Client indemnifies the Company entirely.

The Company may correct clerical or pricing errors at any time. If a material error is found after Booking, the Client will be notified and may cancel for a refund aligned with policy.

• 12.1 Force majeure includes pandemics, wars, terrorism, civil unrest, strikes, restrictions, disasters, border closures, policy changes, insolvency, and other uncontrollable events.
• 12.2 If performance is prevented, the Company will propose alternatives per supplier rules. Neither party is liable for non-performance caused by force majeure.
• 12.3 Clients may accept alternatives, credits, or partial refunds minus unrecoverable costs depending on supplier decisions.

• 13.1 The Company may cancel for insufficient group numbers, payment failures, Client breach, force majeure, security advisories, or other emergencies.
• 13.2 For Company-initiated cancellations (excluding Client fault or force majeure), Clients receive refunds or comparable alternatives per Clause 15.

• 14.1 Clients are responsible for arranging suitable travel insurance; the Company does not handle policies.
• 14.2 Proof of insurance may be required before travel.

15.1 Limitation of Company Liability

The Company’s responsibility is limited to the direct value of the purchased service. Total liability shall not exceed the amount paid for that service. No liability for losses caused by third parties or circumstances beyond control.

15.2 Exclusion of Indirect or Consequential Losses

• No liability for indirect losses, loss of profit, business interruption, additional expenses, stress, or dissatisfaction.
• No liability for airline schedule changes, visa decisions, regulations, or supplier policies unless required by law.

15.3 Third-Party Supplier Liability

Many services are delivered by external suppliers with their own policies. The Company is not responsible for their acts or omissions; supplier limitations apply to the Client.

15.4 Client Indemnity

Clients indemnify the Company against losses arising from breach of Terms, false information, rule violations, negligence, or unlawful actions by the Client or group members.

• 16.1 On-trip issues must be reported immediately to local representatives; remedies are not guaranteed but reasonable efforts will be made.
• 16.2 Post-travel complaints must be submitted within 7 days; the Company will investigate promptly.
• 16.3 Evidence (tickets, receipts, photos, reports) may be required, and third-party denials may limit remedies.

• 17.1 The Company processes personal data per its Privacy Policy; agreeing to these Terms implies consent.
• 17.2 Data may be shared with suppliers, authorities, and processors as necessary for service delivery and compliance.

• 18.1 All Company content and branding are protected. Unauthorized use is prohibited.
• 18.2 Client-provided materials remain theirs, but the Company may use them operationally or for marketing unless agreed otherwise.

• 19.1 The Company may capture media during trips; Clients who object should inform the Company beforehand.
• 19.2 Testimonials may be used for marketing with a perpetual license.
• 19.3 Clients may post honest online reviews but should provide evidence for negative claims.

Linked sites and tools are outside the Company’s control; Clients must review third-party terms and privacy policies.

• 21.1 Governed by the laws of the People’s Republic of Bangladesh.
• 21.2 Disputes should first be negotiated; unresolved matters go to arbitration seated in Dhaka under local law.
• 21.3 Statutory consumer rights remain unaffected.

If any provision is invalid, the remainder stays in effect.

These Terms, booking confirmation, invoice, and Privacy Policy form the entire agreement and supersede prior arrangements.

The Company may modify these Terms; material changes will be communicated and dated. Continued use signifies acceptance.

The Company may assign or subcontract obligations. Clients require written consent to assign their rights.

All notices must be in writing and sent through official Company contact channels. Notices are effective upon receipt. Contact Dawah Tours via phone, email, or website for assistance.