Terms & Conditions

1. Company Information

The website and travel services are operated by:

Makkah Gateway Ltd

Company Number: 13084240

Registered Office: 19 Ritter Street, London, England, SE18 4DT

Makkah Gateway Ltd operates as a travel agency and provides travel-related services, including Umrah packages and associated travel arrangements.

2. Definitions

In these Terms & Conditions:

"We", "Us", "Our" or "Makkah Gateway" means Makkah Gateway Ltd.

"Customer", "You" or "Your" means the person making an enquiry or booking and any person travelling under the booking.

"Booking" means a confirmed travel arrangement purchased through Makkah Gateway Ltd.

"Package" means a combination of travel services sold together where applicable.

"Supplier" means an airline, hotel, transportation provider, visa provider, tour operator or other third-party service provider involved in providing your travel arrangements.

"Travel Documents" means booking confirmations, tickets, vouchers, visas, itineraries and other documents issued in connection with your booking.

3. Website Use

You may use our website for lawful purposes and in accordance with our Acceptable Use Policy.

You must not use the website for fraudulent, unlawful or unauthorised purposes or attempt to interfere with its operation or security.

Information displayed on the website is provided for general travel and booking purposes and may be updated or changed without notice.

4. Enquiries and Quotations

Submitting an enquiry or requesting a quotation does not create a contract or guarantee availability.

Prices and availability may change before a booking is confirmed.

A quotation will normally remain subject to availability and the conditions stated in the quotation.

The final price, services included and applicable conditions will be confirmed before or at the time of booking.

5. Booking Confirmation

A booking becomes confirmed when Makkah Gateway Ltd has accepted the booking and received the required payment or deposit.

Until confirmation is issued, we do not guarantee that flights, hotels, visas or other services will remain available.

Once confirmed, the booking is subject to these Terms & Conditions and the specific conditions applicable to the travel services purchased.

6. Contract Formation

When you make a booking, you confirm that:

• You have authority to make the booking for yourself and any other travellers included;
• The information you provide is accurate;
• You have read the applicable booking conditions;
• You agree to pay the required amount by the applicable deadline; and
• You accept the terms applicable to the selected travel arrangements.

7. Prices

Prices may include some or all of the services specifically identified in your quotation or booking confirmation.

Unless expressly stated otherwise, prices may not include additional services, personal expenses, optional upgrades, insurance, excess baggage, visa-related charges or other costs not specified as included.

Prices are subject to availability and may change before confirmation.

Once a booking has been confirmed, any permitted price changes will be handled in accordance with the applicable booking terms and mandatory consumer rights.

8. Payment

The required deposit or full payment must be made according to the payment schedule provided with your booking.

Payment methods available to customers may include those displayed on our website or communicated by our booking team.

A booking may be cancelled if required payments are not received by the applicable deadline, subject to the booking terms and applicable law.

9. Balance Payments

Where a deposit is paid, the remaining balance must be paid by the deadline stated in the booking documentation.

Failure to pay the balance on time may result in cancellation and applicable cancellation charges.

We will not be responsible for additional costs or loss of availability resulting from late payment where the customer has failed to meet the agreed payment deadline.

10. Passenger Information

You are responsible for ensuring that all passenger information supplied to us is complete and accurate. This may include:

• Full name;
• Date of birth;
• Nationality;
• Passport information;
• Contact details;
• Residency information; and
• Other information required to arrange travel or visa services.

11. Passports and Travel Documents

Customers are responsible for ensuring that they hold valid passports and other required travel documents.

Passport, visa, immigration and entry requirements may differ according to nationality, residency and destination.

You should check the current requirements before travelling.

Makkah Gateway Ltd may provide general information regarding travel and visa requirements but cannot guarantee entry into Saudi Arabia or any other country.

12. Umrah Visa

Where visa services are included or arranged, the application remains subject to the requirements and decisions of the relevant Saudi Arabian authorities and applicable visa systems.

Providing a booking or submitting information does not guarantee visa approval.

Customers must provide accurate and complete information and any documents required for the visa process.

Visa and processing fees may be non-refundable once an application has been submitted or processed, subject to applicable law and the relevant supplier's terms.

13. Flights

Flight arrangements are subject to the conditions of the relevant airline and fare purchased. Airlines may change:

• Flight times;
• Flight numbers;
• Routes;
• Aircraft;
• Departure or arrival airports; or
• Other operational details.

14. Hotel Accommodation

Hotel accommodation is subject to availability and the terms of the relevant accommodation provider.

Your booking confirmation will identify the applicable hotel, room type, dates and meal arrangements where relevant.

Hotel star ratings are based on applicable classifications or supplier information and may differ between countries.

Descriptions of distance from the Haram or other locations are intended as general guidance and may vary depending on the route, entrance or local conditions.

15. Transfers and Transportation

Where transfers or transportation are included, the relevant details will be stated in your booking confirmation.

Transportation may be provided by third-party suppliers.

Flight delays, traffic, weather, road closures and other circumstances may affect transportation schedules.

Customers should provide accurate flight and accommodation details and follow the instructions provided for transfers.

16. Special Requests

Special requests, including room preferences, connecting rooms, accessibility arrangements, meals or other requirements, are subject to availability.

A special request is not guaranteed unless it has been expressly confirmed in writing.

17. Changes to Bookings

Requests to amend a confirmed booking must be made through Makkah Gateway Ltd. Changes may be subject to:

• Supplier charges;
• Airline amendment fees;
• Fare differences;
• Hotel charges;
• Visa restrictions;
• Administrative charges; and
• Availability.

18. Cancellation by the Customer

If you wish to cancel your booking, you should contact Makkah Gateway Ltd as soon as possible.

Cancellation charges and refund eligibility depend on the specific travel arrangements purchased.

Some components may be fully or partially refundable, while others may be non-refundable.

Please refer to our Refund & Cancellation Policy and your booking confirmation for the applicable conditions.

19. Cancellation by Makkah Gateway Ltd

In certain circumstances, Makkah Gateway Ltd may need to cancel or materially alter a booking.

Where we cancel a booking, we will communicate the available options and any applicable refund arrangements.

Where the issue results from a third-party supplier, available remedies may depend on the supplier's terms and applicable law.

Nothing in these Terms & Conditions excludes any statutory rights you may have.

20. Events Outside Our Reasonable Control

We will not be responsible for failure or delay caused by circumstances outside our reasonable control. Such circumstances may include:

• Severe weather;
• Natural disasters;
• Pandemics or public-health emergencies;
• Government restrictions;
• Changes to immigration or visa requirements;
• War;
• Civil unrest;
• Industrial action;
• Airport closures;
• Airline disruption;
• Road closures;
• Security incidents; or
• Other exceptional circumstances beyond our reasonable control.

21. Third-Party Suppliers

Travel arrangements may involve third-party suppliers.

These may include airlines, hotels, transportation providers, visa providers, tour operators and other travel businesses.

Third-party suppliers may have their own terms and conditions, cancellation rules and service limitations.

Where applicable, those supplier terms may form part of the conditions governing the relevant travel service.

22. Travel Insurance

We strongly recommend that customers obtain appropriate travel insurance before travelling.

Insurance may provide protection against certain circumstances including cancellation, medical emergencies, baggage loss and travel disruption.

Makkah Gateway Ltd does not provide insurance unless expressly stated in your booking.

23. Customer Responsibilities

Customers are responsible for:

• Providing accurate information;
• Checking all booking documents;
• Paying balances on time;
• Holding valid travel documents;
• Meeting visa and entry requirements;
• Arriving at airports and departure points on time;
• Following airline and hotel requirements;
• Following applicable Saudi Arabian laws and regulations; and
• Informing us promptly of any changes that may affect the booking.

24. No-Show

If you fail to use a booked flight, hotel, transfer or other travel service without cancelling in accordance with the applicable terms, the service may be treated as a no-show.

No-show charges may apply and the affected service may become non-refundable.

25. Complaints

If you experience a problem during your travel arrangements, you should notify the relevant supplier and Makkah Gateway Ltd as soon as reasonably possible.

Prompt notification may provide an opportunity to investigate and resolve the issue while you are travelling.

Complaints will be handled in accordance with our Complaints Policy.

26. Refunds

Refunds are subject to the conditions applicable to the relevant booking and travel suppliers.

Where a refund is approved, it will normally be returned using the original payment method where reasonably possible.

Refund processing times may depend on suppliers, airlines, hotels, payment providers and banking processes.

Please refer to our Refund & Cancellation Policy for further information.

27. Financial Protection

Any financial protection applicable to your booking depends on the specific travel arrangement purchased and the protection arrangements applicable at the time of booking.

Where applicable, relevant protection information will be provided with your booking documentation.

Customers should carefully review the financial protection information applicable to their specific booking.

Makkah Gateway Ltd does not represent that every individual travel service is covered by a particular financial protection scheme.

28. Website Accuracy

We take reasonable care to ensure that information published on our website is accurate.

However, travel information, prices, hotel descriptions, availability, schedules and third-party information may change.

We reserve the right to correct errors and update website information.

29. Intellectual Property

Unless otherwise stated, the content of this website, including text, graphics, logos, images, designs and other material, is owned by or licensed to Makkah Gateway Ltd.

You may view and use the website for personal and legitimate purposes.

You must not reproduce, modify, distribute, sell or commercially exploit our content without prior written permission, except where permitted by law.

30. Privacy and Data Protection

We collect and process personal information in accordance with applicable data protection legislation.

Please see our Privacy Policy and Data Protection Policy for information about how we collect, use, store and protect personal information.

31. Cookies

Our website may use cookies and similar technologies.

Please see our Cookie Policy and Cookie Settings for information about the cookies we use and how you can manage your preferences.

32. Acceptable Use

You must use our website lawfully and responsibly.

You must not use the website for fraud, unauthorised access, malicious activity, abuse, unlawful activity or any other activity prohibited by our Acceptable Use Policy.

33. Accessibility

Makkah Gateway Ltd aims to make its website accessible to as many people as reasonably possible.

If you experience an accessibility problem, please contact us so that we can consider appropriate assistance or an alternative way of providing the relevant information.

Please see our Accessibility Statement for further information.

34. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability that cannot legally be excluded or limited under UK law.

Subject to applicable law, Makkah Gateway Ltd will not be responsible for losses arising solely from circumstances outside our reasonable control or from the acts or omissions of third-party suppliers where we are not legally responsible for those acts or omissions.

Nothing in these Terms & Conditions affects your statutory consumer rights.

35. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, unless applicable mandatory consumer legislation requires otherwise.

You may have additional rights depending on where you live and the nature of your booking.

36. Jurisdiction

Subject to applicable consumer protection laws, the courts of England and Wales shall have jurisdiction in relation to disputes arising from these Terms & Conditions.

Nothing in this section prevents a consumer from exercising any mandatory rights available under the law of their place of residence.

37. Policy Changes

Makkah Gateway Ltd may update these Terms & Conditions from time to time to reflect changes in our services, supplier arrangements, legal requirements or business practices.

The terms applicable to a confirmed booking will generally be those provided or accepted when the booking was made, subject to changes required by applicable law.

38. Severability

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed to the extent necessary, and the remaining provisions will continue to apply.

39. Entire Agreement

These Terms & Conditions, together with the specific booking confirmation and any applicable booking-specific terms, form the contractual framework for the relevant services, subject to applicable law.

Where specific booking terms conflict with general website information, the applicable contractual booking documentation will take precedence to the extent permitted by law.

40. Contact Information

If you have any questions regarding these Terms & Conditions, your booking or our services, please contact Makkah Gateway Ltd using the contact details published on our website.

Makkah Gateway Ltd

Company Number: 13084240

Registered Office: 19 Ritter Street, London, England, SE18 4DT

Related Policies

Customers should also review:

• Booking Policy
• Refund & Cancellation Policy
• Complaints Policy
• Privacy Policy
• Data Protection Policy
• Cookie Policy
• Cookie Settings
• Acceptable Use Policy
• Accessibility Statement
• Modern Slavery Statement