Booking terms

About these terms

Lumarah Travel Agency Ltd is a travel agency registered in England & Wales (Company No. 17528238). Our registered office is 62 Tong Street, Bradford, England, BD4 9LX. These booking terms, together with our Cancellation policy, your written quote and the terms of the suppliers who provide your travel, form the agreement between you and us when you book.

The person who makes the booking (the “lead name”) must be at least 18 and confirms that they have the authority of everyone named on the booking to accept these terms for them. The lead name is responsible for payment and for passing on information we send.

How booking works

Nothing is booked or paid on the website. Booking always follows these steps:

• Enquiry: you build a journey or choose a package on the website and send it to us by WhatsApp or our enquiry form, or contact us directly.
• Written quote: we check availability and prices with suppliers and send you a written quote by WhatsApp or email. It sets out what is included, the total price, the deposit, the balance due date, any non-refundable elements and how long the quote is valid.
• Acceptance: you tell us in writing that you accept the quote and these terms, and confirm that all traveller details are correct.
• Payment: you pay the deposit or full amount by UK bank transfer to the account we confirm.
• Confirmation: a booking exists only when we have received your payment and sent you written confirmation. We then book your services with the suppliers.

Quotes and prices

Each quote is valid for the time stated on it. Prices shown on the website are indicative and supplier prices change all the time, especially for flights. Until we have received your payment and confirmed your booking, the price can change or a service may sell out. If that happens we will tell you and give you a revised quote before anything is booked.

Once your booking is confirmed, we will not increase the price except where the law allows for package holidays (for example changes in fuel costs, taxes or exchange rates) and only where your confirmation says so. For packages, any increase of more than 8% of the total price gives you the right to cancel with a full refund.

Deposits and balance

• Packages and holidays: a deposit, the amount of which is stated in your quote, is due when you accept the quote. The balance is due by the date stated in your quote, usually 8 weeks before departure.
• Flight-only bookings, non-refundable hotel rates and bookings made close to departure (usually within 8 weeks): full payment is due when you accept the quote, because suppliers require immediate payment.
• If the balance is not paid on time, we may treat the booking as cancelled by you and apply the cancellation charges in our Cancellation policy.

Payment by bank transfer only

We accept payment by UK bank transfer only. We do not take card payments, cash or payments on the website. Please use your booking reference as the payment reference.

Fraud warning: before you make any payment, always call us on +44 7950 739581 to confirm our bank details. We will never change our bank details by email or WhatsApp message. If you receive a message saying our bank details have changed, do not pay; call us on the number shown on this website. We cannot be responsible for payments sent to an account we did not confirm to you by phone.

Non-refundable rates

Many flight fares and some hotel rates are non-refundable and cannot be changed once booked. Your quote will clearly mark any non-refundable elements. If you cancel, no money will be refunded for those elements, except any airline taxes that can be reclaimed (see our Cancellation policy).

Names and traveller details

Names on your booking must match each traveller’s passport exactly, including middle names and spelling. Please check your quote and confirmation carefully and tell us of any error straight away.

Name changes and corrections are controlled by airline and hotel rules. Many airlines do not allow name changes at all, and others charge a fee or require a new ticket at the current price. Any costs will be passed on to you together with our administration fee stated in your quote.

Passports, visas and health

• Passports: each traveller needs a valid passport. Many countries, including Saudi Arabia, require it to be valid for at least 6 months after your return date, with blank pages. It is your responsibility to check this.
• Visas: you are responsible for making sure each traveller is eligible for and holds the right visa, including the Saudi e-visa or Umrah visa for Umrah travel. If we help you apply, you remain responsible for the eligibility of each traveller and the accuracy of the information and documents you provide. Visa decisions are made by the authorities, not by us, and we cannot guarantee that a visa will be granted or issued in time.
• Health and vaccinations: you are responsible for meeting health requirements. For Umrah, Saudi Arabia requires a meningitis ACWY vaccination certificate, and other vaccinations may be advised or required. Check the latest requirements with your GP or a travel clinic and the NHS Fit for Travel website.
• We cannot accept responsibility if you are refused boarding or entry because of passport, visa or health documents, and the cancellation charges in our Cancellation policy will apply.

Travel insurance

We strongly recommend that every traveller takes out comprehensive travel insurance as soon as the booking is confirmed. It should cover cancellation, medical expenses, repatriation, personal belongings and any pre-existing medical conditions. Without insurance you may have to pay cancellation charges and medical costs yourself.

Special requests

Please tell us about any special requests, such as room type, adjoining rooms, dietary needs or a particular floor, before you accept your quote. We will pass them on to suppliers but cannot guarantee them unless your confirmation says they are guaranteed. If you or anyone travelling has a disability or medical condition that may affect the trip, please tell us before booking so that we can check that suitable arrangements can be made.

Changes and cancellations by you

If you want to change or cancel your booking, contact us in writing by WhatsApp or email. Changes are subject to availability and supplier rules and may involve supplier charges and our administration fee. Cancellation charges are explained in our Cancellation policy. For packages, you may transfer your booking to another person who meets all the conditions, if you give us reasonable notice before departure; you will both be responsible for any costs this causes.

Changes and cancellations by us or our suppliers

Occasionally suppliers change schedules, hotels or services. If a minor change is made we will tell you as soon as we can. If there is a significant change to a package before departure, such as a change of departure date or a lower-standard hotel, you may accept the change, accept an alternative if offered, or cancel and receive a full refund of all money paid for the package.

If we have to cancel your booking, we will offer you a full refund or, where available, an alternative arrangement. For packages, you may also be entitled to compensation unless the cancellation is because too few people booked and we told you within the time required, or because of unavoidable and extraordinary circumstances.

Problems during your trip and complaints

If something goes wrong during your trip, please tell the supplier (for example the hotel reception or ground handler) and contact us on WhatsApp or by phone on +44 7950 739581 straight away, so that we have the chance to put it right. If a problem is not reported at the time, it may be harder to resolve and this may affect any compensation.

If you remain unhappy, please send us a written complaint by email or WhatsApp within 28 days of your return, with your booking reference and details. We will acknowledge it within 7 days and aim to give you a full response within 28 days.

Our responsibilities

Where we sell you a package (a combination of travel services such as flights and accommodation that counts as a package under the Package Travel and Linked Travel Arrangements Regulations 2018), we are responsible for the proper performance of all the travel services in your package, as set out in those Regulations. If a service is not provided as agreed you may be entitled to a price reduction or compensation, unless the problem is caused by you, by a third party unconnected with the services, or by unavoidable and extraordinary circumstances.

Where we arrange single travel services for you, such as a flight only or hotel only, we act as an agent for the supplier. Your contract for that service is with the supplier and their terms apply. We are responsible for making the booking carefully and accurately, but not for how the supplier provides the service.

Our liability may be limited by international conventions that apply to air and other travel, such as the Montreal Convention. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded or limited by law, and your statutory rights are not affected. Except for those matters, where we are liable for loss that is not personal injury, our liability for packages is limited to three times the price of the package paid by the affected traveller, as the Regulations permit.

Financial protection

Lumarah Travel Agency Ltd does not currently hold an ATOL licence and is not currently a member of ABTA. Details of financial protection will be shown here once confirmed.

ATOL number: [ATOL NUMBER — to be added once issued]

Insolvency protection for packages without flights: [INSOLVENCY PROTECTION PROVIDER AND POLICY DETAILS — to be added once confirmed]

Please see our Financial protection page for a plain-English explanation of how financial protection works in the UK.

Governing law

These terms and any booking are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Contact us

• WhatsApp or phone: +44 7950 739581
• Email: lumarahtravelagency@gmail.com
• Post: Lumarah Travel Agency Ltd, 62 Tong Street, Bradford, England, BD4 9LX
• Website: https://lumarahtravelagency.co.uk