Hajj Terms & Conditions


Your contract is with Travelway Limited . Below are some of the obligations which are required under this agreement. Please read them carefully. When you make a booking for Pilgrimage with us, you thereby accept this agreement and make it a legally binding contract between us.


1. Your Commitment to us


1:1 Booking

All applications for travel with Travelway Limited must be completed using our manual or online booking forms. Both forms of booking must be accompanied by a non refundable deposit of £1000 for each applicant , (this includes bookings for Hajj and Umrah) in the case of online bookings, no firm commitment is made until your deposit has been received. Once your deposit has been received, we will send you your booking confirmation. No commitment will be entered into between the applicant and Travelway Limited unless a confirmation invoice has been received. It is therefore in your interest to ensure that you are in receipt of a valid confirmation invoice .

1:2 Payment of Balance

The balance of your chosen Hajj or Umrah package must be paid in full at least eight (8) weeks prior to departure date, (in the case of overseas applications, the period is nine (9) weeks allowing for change of currency ect.) If the balance of the package price is not paid by this time, Travelway Limited reserves the right to cancel the booking without notice.

1:3 Documents.

It is the responsibility of the applicant to provide all necessary documentation for processing at least four (4) weeks prior to departure. Any applicant who fails to pay his/her balance before to four week deadline but who have supplied the necessary documentation will have such documentation returned to them and will forfeit the deposit, as stated in para. 1:1 above. Applicants who have paid the balance and do not supply the correct documentation before the deadline date will have their booking cancelled forfeiting their deposit and part of the package cost as stated in para. below.

1:4 Behaviour

All applicants who travel with Travelway Limited 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 behaviour which be seen as detrimental to the image which Travelway Limited desire to be shown by a person under-taking Hajj or Umrah travel. Under no circumstances should anyone conduct themselves in a manner which causes distress, annoyance or harm to themselves or other members of the group or cause damage to person or property. If any member of the group is found to be behaving in such a manner, only one warning will be given which if not heeded, will result in the eviction of the said person from the hotel/accommodation suite and the return to the airport for direct return flights to country of origin. Under no circumstances will a refund of any proportion be given in such a case.


1:5 Change of Booking

Any applicant wishing to change their booking dates, to any other which Travelway Limited have available at said time of booking or shortly thereafter, must do so at least 8 weeks prior to departure. (Please note, if information about subsequent trips is unavailable at the time of booking and later travel options are then advertised, this is also covered. However, bookings for Hajj are not subject to this clause). Alteration fees of £100.00 will be charged for each person who makes a change in their booking options. Person wishing to add subsequent members to their family group may do so, but will still be subjected to the same booking and deposit requirements as stated above, providing that there are places available on the required package.

1:6 Cancellation

Each applicant is entitled to cancel their Hajj or Umrah Package booked through Travelway Limited providing that they give Travelway Limited a valid cancellation period as stated below. If the full payment has been received, then a refund as stated below, providing that an adequate cancellation time has been notified, will be paid. Persons who have yet to complete payment will be charged accordingly, should the cancellation notification period be less than that as stated below. 

  •    4 months before departure full refund (less the non-refundable deposit)
  •    Less than 4 months and up to 2 months before departure, the charge will be £1,200 (plus the non-refundable deposit) 
  •    Less than 2 months before departure no refund.

1:6 Difficulties you may have.

In the unlikely event that any applicant finds that there is some element of their package which they dislike and it is within the control of Travelway Limited , we will endeavour to correct such fault or report the problem to the proper authority for their immediate intervention. This does not include facilities which are beyond the control of Travelway Limited . Complaints which are not reported to us as they happen or become a nuisance will not, after the fact, be liable to any recompense from Travelway Limited . However, if there is a valid reason for not informing us of the problem, which constitutes to you not enjoying your pilgrimage package, we will report the fact to the proper authorities on our return or sooner. (Please ask concerning complaints procedure from our Office)


2. Our Commitment To You


2:1 Booking And Tickets

We endeavour to inform all applicants, once booked and deposit received, of the times and dates of travel. We will ensure that confirmation is sent to each applicant (family groups will have one booking confirmation form listing all members of said family group).When you receive your tickets it is in your interest to check to ensure that all details, including names and spellings are correct, as late changes will incur a minimum admin fee of £50.00 for each ticket + Airline charge which needs to be changed. (Tickets which need complete name changes will incur a higher fee). Passports for each applicant or travelling minor must be sent, with accompanying documentation, to Travelway Limited in order that visa processing may be completed. Passports and documentation not received four weeks prior to travels will be cancelled without notice as mentioned in para. 1:3 above. Each applicant must have a valid vaccination certificate in accordance with Saudi Arabian policy for Hajj and Umrah pilgrims. If any of the above are not notified to us as within a specific time, we will not be liable to you for any difficulties which may arise.

2:2 Delays or Date Changes

We the agent, endeavour to inform all applicants, concerning delays or date changes, which shall arise prior to the date of departure. Delays or cancellations of flights to or from the United Kingdom, resulting from adverse weather conditions, rescheduling times by the Airline, the Airport Authorities and / or action of Air Traffic Controllers, mechanical breakdown, strike or industrial action or otherwise, which are beyond our control.

However, you may be able to make a claim under your travel insurance policy, which should be checked prior to travel.

Date changes made by Travelway Limited will be notified to each applicant prior to date of travel. We reserve the right to change the date of travel without prior notice, providing such changes are made seven days prior to original departure date.

2:3 Our Responsibility

Travelway Limited have taken every step to ensure that your “Once in a lifetime journey” is conducted with the minimum of difficulties to the traveller. Every endeavour has been made to ensure that all aspects of your journey are conducted to an acceptable standard of Travelway Limited , and we accept all notifications of unacceptable standards, should they be notified as stated in para. 1:7 above. We will accept responsibility for the proven negligent acts and / or omissions of our employers, agents, suppliers and subcontractors whilst acting within the scope of or in the course of their employment in respect of claims arising as a result of death, bodily injury or illness to you or any member of your party. You should note;

  • Liability will only be accepted if you can prove that the death, injury or illness was caused by the negligence ofTravelway Limited , its servants, Agents, suppliers, contractors or sub-contractors.
  • No liability can be accepted for any negligent acts or omissions of sea or air carriers, whose responsibilities are governed by international convention which may limit or exclude liability. The conditions which may apply can be obtained from our offices at Alperton House,4thfloor, Suite 5B, 1 Bridgewater Road, Wembley ,HA0 1EH.
  • We cannot accept any liability for loss damage or expense arising from war, terrorism, threatened or actual civil unrest, closure of airports, industrial action, threatened or actual or any event outside our control where such events delay, extend or compel a change in pilgrimage arrangements.

2:4 Brochure Information.

We have complied the information in our brochure to be accurate at the time of going to press. However, as the brochure and its corresponding information are prepared in advance, there may be instances where an advertised facility may be altered or no longer available, which will be for reasons beyond our control. It may also be necessary for us to change some detail concerning Ziyarat due to circumstances beyond our control. Rooms and furniture facilities may be altered without notice, particularly during peak times, such as Hajj or Ramadhan. It is essential that your expectations of the Pilgrimage do not surpass what we have outlined in our brochure or exceed the limitations of Travelway Limited 

We accept no liability for any disappointment which may arise as a result of your unrealistic views and expectations. Further, the operation of certain amenities and facilities may be subject o local laws or religious pilgrimage. Maintenance and local energy conservation measures may mean that hotel or apartments may limit facilities such as air conditioning or water supplies and in some circumstances, adverse weather conditions have been known to cause electricity failure. In such circumstances, we accept no liability for these restrictions, neither do we accept any liability for loss or damage arising from the above. 

The operation and supervision of overseas property, transport and other services are subject to local laws, regulations, standards and codes of practice of individual countries. The legal and safety requirements of many foreign countries are, of a lower standard than that of the UK. You should note that the standards imposed will be that of the country you are visiting and not of the UK.

All our accommodation in apartments and hotels is on a shared basis only. (Individuals wishing for private rooms need to be booked in advance and the adequate payment having been received). All information pertaining to room conditions and facilities has been supplied by our agents in Saudi Arabia and has not been verified by us, we do endeavour to ensure that as of time of going to press, the accommodation is of the highest quality which we can provide, given the limitations which we encounter.


And Finally

It is within the interest of Travelway Limited to ensure that your Pilgrimage is conducted with all possible ease. In the event that any difficulties arise which has not been mentioned above, we will endeavour to correct such difficulty without delay. We guarantee that there will be no Surcharges added to the cost of your Pilgrimage.


Financial Protection


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.”

Travelway Limited UK