Please read these terms carefully before booking with Insha Travel.
Booking Terms & Conditions
Please read carefully!
Your contract is with Times Travel LTD (Registration No. 01813409), trading as Insha Travel. The following terms outline your obligations and our responsibilities. When you make a booking and we accept it, a legally binding contract is formed under English Law and Jurisdiction.
1. Booking and Payments
Contract Formation: A contract exists only once we have received your deposit and issued a Confirmation Invoice.
Sub-Agent Status: Insha Travel operates as a specialized sub-agent. We facilitate the booking and provide personalized service, while the core travel contract is held with the principal supplier, Times Travel LTD.
Agency Monies: Any money paid by a customer to an agent is held by that agent on behalf of Times Travel LTD.
2. Changes to Your Booking
Because pilgrimage arrangements are planned months in advance, we reserve the right to make modifications.
Minor Changes: Most changes are minor, and we will endeavor to advise you or your travel agent before departure.
Major Changes: If we are forced to make a significant change (such as a change in departure time by more than 12 hours or a change in UK departure airport), we will notify you as soon as possible.
3. Our Responsibility & Visa Limitations
Service Standards: We take all reasonable steps to ensure our suppliers meet acceptable standards. Times Travel LTD accepts responsibility for the proven negligent acts of our employees or agents acting within their scope of employment.
Visas: We cannot accept responsibility if a visa is refused by the Saudi Embassy or the Ministry of Hajj and Umrah. It is the pilgrim’s sole responsibility to ensure their visa is valid for their specific travel dates.
External Factors: We are not liable for loss, damage, or expense resulting from events outside our control (Force Majeure), such as industrial action, civil strife, or natural disasters.
4. Delays and Travel Insurance
Flight Delays: We cannot accept liability for delays or cancellations caused by weather, airline rescheduling, air traffic control, or mechanical breakdown.
Insurance: We do not offer travel insurance, but we strongly recommend you obtain a comprehensive policy to cover delays, medical emergencies, and cancellations.
Walking Distances: Distance estimates provided for hotels are approximate. We encourage pilgrims—especially the elderly—to verify locations via tools like Google Earth, as crowds and local congestion during peak times can affect travel time to the Holy Mosques.
5. Behavior and Conduct
Pilgrims must behave in a manner that does not cause distress, injury, or annoyance to others. We reserve the right to terminate your stay (including eviction from hotels) if your behavior creates a risk to persons or property. In such cases, no refunds will be issued.
6. Accuracy of Information
Reasonable Expectations: While we strive for accuracy, facilities may be withdrawn or altered due to local laws, religious peak periods (Hajj), or maintenance.
Local Standards: Standards of safety, hygiene, and utility supply (electricity/water) in Saudi Arabia are governed by local regulations and may differ from those in the UK. Times Travel LTD is not liable for failures in local energy conservation measures or utility outages.
7. Cancellation Policy
Should you or any member of your party need to cancel:
Notice: Cancellation must be submitted in writing by the lead passenger.
Refunds: Please note that no pilgrim will be entitled to a refund upon cancellation once the booking has been accepted and the confirmation invoice issued. We recommend ensuring your travel insurance covers cancellation costs.
8. Resolving Problems
If you encounter an issue during your pilgrimage:
Report Immediately: Report the matter to our local representative so we can attempt to resolve it on the spot.
Formal Complaint: If the matter is not resolved, you must submit a “Client Comment Form” and a formal letter to our Passenger Relations Department within 14 days of your return. We cannot accept liability for claims received after this period.
Financial Protection (ATOL)
Your Financial Protection under ATOL Number: 74904
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 cases of insolvency, an alternative ATOL holder may provide the services at no extra cost to you. You agree to pay any outstanding money under your contract to that alternative ATOL holder. In the event an alternative provider cannot be appointed, you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).