Terms & Conditions

1. Booking and Registration

To confirm a booking, the Participant must provide accurate full names, contact details, and a copy of their passport with at least 6 months of validity.

• Deposit: A non-refundable deposit is required to secure a slot.
• Acceptance: Payment of the deposit constitutes full acceptance of these Terms and Conditions by the Participant.

2. Payment Schedule

Payments must be made according to the following schedule to avoid cancellation:

A. For Umrah Packages

• Deposit: Paid upon registration (Non-refundable).
• 1st Installment: SGD 1,500 per person must be paid at least 3 months before the departure date.
• Final Balance: The remaining balance must be paid in full at least 6 weeks before the departure date.

B. For Cultural Tours

• Deposit: Paid upon registration (Non-refundable).
• Balance: The remaining balance must be paid in full at least 3 months before the departure date.

Failure to complete payments by the deadlines may result in the automatic cancellation of your slot.

3. Refund and Cancellation Policy

All cancellation requests must be submitted in writing. The following refund tiers apply strictly:

• More than 90 days before departure: Deposit is forfeited. All other installment payments will be refunded.
• 60 days or less before departure: The Deposit AND the First Installment (or equivalent value for Cultural Tours) are non-refundable.
• No-Show / Failure to Notify: If a participant does not notify us at least 60 days before departure, 100% of all payments made will be forfeited.

General Refund Timelines

For all approved refunds, whether from installment payments or airline-authorized returns due to extraordinary circumstances, the processing time is strictly 7 to 21 business days. This timeline begins either from the date of our internal approval or from the date we successfully receive the cleared funds back from our international suppliers (such as airlines and hotels).

4. Visa Processing & Eligibility

It is the sole responsibility of the Participant to ensure they hold a valid passport (at least 6 months validity) and meet the entry requirements of Saudi Arabia.

Visa Application Protocol

• Primary Attempt: The Company will first apply for an Umrah Visa.
• Alternative Option: In the event that an Umrah Visa is not approved due to quota limits or system issues, the Company will automatically attempt to secure a Tourist Visa to ensure the Participant can still travel.

5. Amendments and Transfers

• Slot Transfer: Allowed if requested at least 30 days prior to departure, provided the Participant finds a suitable replacement.
• Postponement & Re-Registration: Allowed only if requested more than 90 days before departure, subject to availability. Please note that even with 90 days' notice, the initial deposit remains non-refundable and will be forfeited.

6. Changes to Itinerary & Services

The Company reserves the right to change flight schedules, accommodation, or itinerary sequence due to operational reasons.

• Accommodation: If the specified hotel is unavailable, the Company reserves the right to substitute it with a hotel of equivalent standard.
• Flights: The Company is not responsible for delays, cancellations, or missed connections caused by the airline.

7. Force Majeure & Extraordinary Circumstances

The Company shall not be liable for failure to perform obligations due to "Acts of God" (natural disasters), war, strikes, airspace closures, or pandemics/epidemics (including regulation changes by the Saudi Ministry of Hajj & Umrah).

• Airline / Government Cancellations: If your flight is officially cancelled by the airline or government due to safety concerns, we will advocate for you to secure Free Rebooking, Travel Credits, or Refunds based on the supplier's terms.
• Voluntary Cancellations (Fear of Travel): General apprehension, anticipated disruptions, or fear of travel do not legally constitute a "Force Majeure." If you cancel while flights and services remain operational, standard cancellation penalties apply and your deposit will be forfeited.

8. Medical, Health & Insurance Guarantee

• Fitness to Travel: Participants must be fit to travel. Pregnant women must notify the Company upon registration.
• Wheelchairs & Transport: The Company cannot guarantee full accessibility abroad. Any additional costs for wheelchair assistance or specialized transport (e.g., taxis, private ambulance, private car hire) are borne by the Participant.

Travel Insurance Partnership

Hisar Travel Pte Ltd collaborates with Chubb Insurance to provide Travel Insurance coverage for our participants. The coverage limits provided under this policy are strictly as follows:

• Emergency Medical Expenses: Up to USD 7,500.00
• Emergency Medical Evacuation: Up to USD 7,500.00
• Repatriation of Mortal Remains: Up to USD 7,500.00
• Compassionate Visit (Flight Ticket): Up to USD 1,000.00
• Compassionate Visit (Accommodation): Up to USD 500.00

Claim Submission Deadline:

To successfully process any insurance claim, the Participant must submit all required medical records, invoices, and supporting documents to Hisar Travel within 7 days (1 week) after the official completion date of the tour. Failure to submit the necessary documents within this strict timeframe will result in the claim being automatically rejected and forfeited.

9. Incidental & Additional Expenses

Unless explicitly stated in the package inclusions, all expenses of a personal or unforeseen nature are the sole responsibility of the Participant. This includes, but is not limited to:

• Medical Excess: Any hospital bills, medication, doctor fees, or treatments that exceed the insurance coverage limits outlined in Clause 8.
• Private Transportation: Costs for taxis, ride-hailing services, or private vehicle hire incurred due to personal reasons, missed group transfers, return from hospital, or early/late departures.
• Personal Items: Laundry, telephone bills, excess baggage fees, meals not included in the itinerary, or any other personal spending.

10. Liability and Responsibility

Hisar Travel operates as a travel agent and is not responsible for loss, damage, injury, or death caused by the negligence of third-party suppliers (airlines, hotels, etc.).

We strongly recommend that all Participants purchase comprehensive Travel Insurance.

11. Conduct and Behavior

The Company reserves the right to require any Participant to withdraw from the tour if their behavior is deemed detrimental to the safety or enjoyment of the group. No refund will be provided for the uncompleted portion.

12. Governing Law & PDPA

These Terms are governed by the laws of the Republic of Singapore.

By registering, you consent to the collection and use of your personal data for the purpose of booking flights, visas, and related travel arrangements in accordance with the Personal Data Protection Act (PDPA).