Terms and Conditions

These terms and conditions form the basis of your contract when making any bookings with The Holy Lands Ltd. Prior to making any bookings, please read them carefully as they set out the company’s respective rights and obligations. By making a booking on behalf of others, the lead passenger, referred to as “you” or “your” in the terms and conditions mentioned below, agrees on behalf of the entire group. These are as follows:

Data protection

All data and content contained within this website and our social media sites, such as text, photographs, video clips belong to The Holy Lands and cannot be used, reproduced or copied without our permission.

Booking and paying arrangements

A booking is confirmed when the following conditions are met:

  1. When you confirm you would like to accept our written/verbal quotation
  2. When a deposit has been paid to confirm your booking
  3. If you are booking within 30 days of departure, full payment is due at the time of booking. If payment is not made within this deadline, we have the right to cancel your booking.

We reserve the right to return your payment at any time for any reason at our discretion. A binding contract will only come into existence once full payment has been made.

Accuracy of information

Before confirming your booking, it is your responsibility to ensure all the details within the package are correct, due to errors, accuracy of data and updating information, we will not be held accountable.

Travel Insurance

If you decide to travel with The Holy Lands, it is your responsibility to travel with a valid travel insurance policy to cover for cancellation charges or medical expenses in the event of an accident/illness whilst travelling.

Umrah Packages – Maximum period of stay


When booking any umrah packages with us, the maximum period of stay permitted by the Saudi authorities is fifteen days. Therefore, you must ensure that you don’t remain in Saudi Arabia for any period greater than 15 days.


Should you remain in Saudi Arabia beyond the 15 days, you will be solely responsible for any penalties, costs, charges or fines that we may incur as a result.




If you or any member of the group decide to cancel, all amounts given in deposits are non-refundable. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum amounts shown below:


Notice of cancellation in days, prior to departure Percentage of package price
More than 60 days Loss of Deposit
Between 37-59 days Loss of 50% package price
Between 36-22 days Loss of 70% package price
Less than 22 days Loss of 100% package price


For umrah packages, once visas have been issued, no refunds can be issued on any circumstances.


Changes or Cancellations made by The Holy Lands


As arrangements to packages are made many months in advance, there can be a possibility in minor changes being made. Occasionally, we may decide to make changes and we reserve the right to do so at any time. These will be minor changes, for example, a change of accommodation if a better deal is available and we will advise you at the earliest stage.


We also reserve the right to cancel your travel arrangements in any circumstances. For example, if the minimum number of clients required are not met, we may decide to cancel.


Special Requirements/Medical


If you or any of your passengers have any medical conditions which may affect your travel, please provide full details prior to making any bookings, as you will need to ensure you have suitable arrangements in place to look after individuals with medical needs. Performing hajj or umrah is physically demanding, ensure you are actively fit and prepare yourself as well as you can before undertaking your journey.


Hotel Arrangements


Hotel rooms offered as part of our packages can vary from country to country, double rooms can consist of two single beds or a double bed, a triple bedroom may consist of three single beds or a double bed and a single bed. The Holy Lands does not take any responsibility for the hotel room or bed arrangements provided by the hotel.


Complaints Procedure


We will make every effort to ensure you have a safe and smooth journey, if for whatever reason you are not satisfied and want to make a complaint, please contact your group leader or our main contact number provided on the website. We will endeavour to resolve your concerns in a professional and fair manner but if you are still unsatisfied, please put your concerns in writing (by post or email) within 28 days of your journey. Once we have received your complaint in writing, we will carry out a thorough investigation, which will be dealt impartially in order to resolve the matter in a fair and independent manner.


Our customers will always remain priority and we will do our utmost to retain our valuable customers.


Your behaviour


All passengers travelling with us are expected to behave in a orderly and acceptable manner and not to disrupt fellow travellers. If it is deemed by our management team that your behaviour is unacceptable and disrupting the group or any group members, we have the right to terminate your contract with s with immediate effect.  of terminating your booking with us. No refunds for loss of service will be made and not be held accountable for any other expenses incurred as a result of the termination.  You may also be held responsible for loss or damage as a result of your actions, full payment in such instances will need to be made or you will be subsequently charged for any claims made against us.


Passports and visas


We will not be responsible for any via applications which have been made on your behalf that have been delayed or rejection by the Saudi Embassy. It is your responsibility to ensure all the required documents are made available to us in good time and that the various requirements are met for the visa to be granted smoothly.


Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit


Due to unforeseen events where the company applies for a visa on your behalf, passports can be misplaced or lost or an incorrect visa can be issued by the Saudi Embassy. In such circumstances, we cannot accept liability for any loss caused.


You must provide your passport at least 14 days prior to departure, in order to allow sufficient time to obtain a visa.