Company Name – Sunnah Express Limited
Registered Address – 282 Bethnal Green Road, London E2 0AG
Company Number – – 09786866
VAT number – N/A
Trading name – www.sunnahuk.com
Retail Agent of Atol Holder: No: 79159 Authorised by: Imran Travels
Terms & Conditions
Your contract is with Sunnah Express Ltd. Below are some of the obligations which are required under this agreement. Please read them carefully. When you make a booking for Pilgrimage with us, you thereby accept this agreement and make it a legally binding contract between us.
All applications for travel with Sunnah Express Ltd must be completed using our manual or online booking forms. Both forms of booking must be accompanied by a non-refundable deposit of 50% for each applicant, (this includes bookings for Hajj and Umrah) in the case of online bookings, no firm commitment is made until your deposit has been received. Once your deposit has been received, we will send you your booking confirmation. No commitment will be entered into between the applicant and Sunnah Express Ltd unless a confirmation invoice has been received. It is therefore in your interest to ensure that you are in receipt of a valid confirmation invoice. Completed and signed hard copies of the application form should be returned to Sunnah Express Ltd.
Registered Address – 282 Bethnal Green Rd, London E2 0AG
The balance of the payment must be settled in full 4 weeks prior to departure. All payments must be in pounds sterling. If the full payment is not received on time, Sunnah Express Ltd reserves the right to cancel the booking and forfeit the deposit without notice. Installments can be arranged under special circumstances. All necessary documents should arrive at our office no less than 6 weeks prior to departure date.
It is the responsibility of the applicant to provide all necessary documentation for processing at least six (6) weeks prior to departure. Any applicant who fails to pay his/her balance before deadline but who have supplied the necessary documentation will have such documentation returned to them and will forfeit the deposit. Applicants who have paid the balance and do not supply the correct documentation before the deadline date will have their booking cancelled forfeiting their deposit and part of the package cost as stated in paragraph below.
For cancellation applicants are required to send a request letter stating reasonable grounds, signed and dated. Each applicant is entitled to cancel their Hajj Package booked through Sunnah Express Ltd providing that they give Sunnah Express Ltd a valid cancellation period as stated below. If the full payment has been received, then a refund as stated below, providing that an adequate cancellation time has been notified, will be paid. Persons who have yet to complete payment will be charged accordingly, should the cancellation notification period be less than that as stated below. Please note, all deposits are non-refundable and no correspondence will be entered into concerning this. The cancellation period does not include the preceding seven (7) days prior to departure date Cancellations will be subject to a levied charge to the customer relative to the date of departure as follows: a) The day of booking to 90 days before the date of departure 10% of the package price
b) 29-42 days before the date of departure 50% of the package price cost
c) 0-28 Days before the date of departure 95% of the package cost
Visa and Tickets
In the case of Hajj, Visa and plane tickets will be issued nearer to the departure date – usually this can range from 7-14 days prior to departure.
Delays & Changes to Dates
Due to the large number of pilgrims delays and queues are expected in Saudi Arabia. Times that we have provided are tentative and delays may occur from time to time. You are requested to abide by the times appointed by your group leader, as that would override our times. Sunnah Express Ltd reserves the right to change the departure if necessary but will inform you of the changes made. Date changes are extremely rare and usually results from bad weather conditions, rescheduling times by the airlines, action by air traffic controllers, mechanical fault or industrial actions, all of which are beyond our control. Sunnah Express Ltd is not to be held responsible in any way for the loss or the invalidity of connecting tickets/flights due to any delays beyond our control. It is your responsibility to ensure that your luggage weight is within the carrier’s allowance; extra weight is chargeable by the airline and must be paid to them directly upon request. We are not responsible for freighting your baggage, and we do not give credit or lend money nor are we responsible for any lost baggage. You must inform the director of . Sunnah Express Ltd in person if you decide to visit Jeddah or drop out of the group for any reason during the Hajj. Failure to do so could result in the cancellation of your contract with Sunnah Express Ltd and you shall be responsible for the completion of the remaining official paperwork as well as making your own way to the airport for departure.
During Hajj all accommodation is shared and is of very good standard; star rating is according to the Saudi Ministry of Trade standards. The distances advertised are according to the calculations of relevant authorities in Saudi Arabia as shown in the official licenses. Accommodation in Mina & Arafat is in the tents provided by the Hajj Ministry; please note that there will be no tents in Muzdalifah.
During Umrah all hotels will be subject to occupancy and availability.
Food and Refreshments
During the days of Hajj, breakfast, lunch and dinner will be provided daily. Due to hygiene issues all meals are prepared and delivered by an external caterer; meals will be packed and served in individual portions.
No meals provided during Umrah, only if it has been requested at time of booking.
It may be necessary to increase the cost of the advertised package at any time without notice due to unforeseeable circumstances.
Health services are free as provided by the Saudi authorities, however if any passenger is on regular medication, he or she should consult his or her GP and inform us of any special requirements on the form. In case of death, the deceased is buried according to the regulations of Saudi Arabia and repatriation of the body is not possible.
We strongly recommend you to take out Travel Insurance for your peace of mind to protect you against any unforeseen circumstances.
DISCLAIMER REGARDING AUDIO/VIDEO RECORDING OF PILGRIMS
During our trip; photography, video and audio recording will occur. By joining our group, you consent to interview(s), photography, audio recording, video recording and its/their release, publication, exhibition, or reproduction to be used for news, web casts, promotional purposes, telecasts, advertising, inclusion on web sites, or for any other purpose(s) that Sunnah Express Ltd, its vendors, partners, affiliates and/or representatives deems fit to use. You release Sunnah Express Ltd, its officers and employees, and each and all persons involved from any liability connected with the taking, recording, digitizing, or publication of interviews, photographs, computer images, video and/or or sound recordings. By joining our group, you waive all rights you may have to any claims for payment or royalties in connection with any exhibition, streaming, web-casting, televising, or other publication of these materials, regardless of the purpose or sponsoring of such exhibiting, broadcasting, web-casting or other publication irrespective of whether a fee for admission or sponsorship is charged.
You also waive any right to inspect or approve any photo, video, or audio recording taken by Sunnah Express Ltd or the person or entity designated to do so Sunnah Express Ltd. You have been fully informed of your consent, waiver of liability, and release before joining our group.
Generally in Sunnah Express Ltd reasonable opinion or in the reasonable opinion of the airline pilot, the hotel manager, the tour leader or the other person in authority, your behavior is causing danger, damage to property or clearly affecting the enjoyment of others, Sunnnah Express Ltd reserves the right to terminate your contract. Should this happen, no refund or compensation would be paid. If your behavior results in Sunnah Express Ltd being forced to pay additional charges, Sunnah Express Ltd will seek to recover these in full from you. Sunnah Express Ltd will not tolerate any kind of verbal or physical abuse to its employee by anyone before or during Hajj package.
Sunnah Express Ltd uses external agents approved by ministry of hajj and umrah to apply for visas to Saudi Arabia. The Company is unable to guarantee the obtaining of any visa and consequently accept no liability whatsoever for any refusal or delay in obtaining Hajj or Umrah visa. The Company reserves the right to claim any associated costs incurred as a result of the delay or refusal. The Company is also not liable for any delay in obtaining Hajj visa due to misplace/lost of passport in embassy. The Company is not liable if embassy keeps passport for longer period due to additional checks.
During Hajj: Sunnah Express Ltd staff and Volunteers will try their utmost to allocate appropriate rooms for all hujjaj. If at any point hujjaj decide to change rooms, it would be the owness of the individual to try and swap rooms with other hujjaj. Sunnah Express Ltd will not be obliged or held responsible for swapping rooms due to individual’s preferential needs. In any case of disputes between any hujjaj, Sunnah Express Ltd staff will try and mediate the situation and their solution/ decision will be final.
Expectation from Hujjaj and those coming Umrah:
1. Respect and care for all fellow Hujjaj in rooms and during travel
2. Do not abuse or disrespect other hujjaj, especially those within our group
3. Follow all instructions of team leaders, hajj organizers and guides
4. You are responsible for all your property and belongings and Sunnah Express Ltd will not be liable for any damages or loss.
Sunnah Express Ltd pledges to make your Hajj journey a success, Insha’Allah. In the event of any difficulty we will try our level best to remedy the situation as quickly as possible.
Sunnah Express Ltd works along side other Agencies who holds an Air Travel Organiser’s Licence (ATOL) granted by the Civil Aviation Authority. The Authority checks ATOL holders finances and requires ATOL holders to arrange a bond which protects the money paid to us for air pilgrimages. Dome Tours Interernational ATOL number is . If you require further information please do not hesitate to ask.
The Hajj and Umrah packages are ATOL Protected by our suppliers and we are retail Agents.
Frequently Asked Questions
Checking Booking Details
Please ensure you check your entire itinerary prior to completing the booking and also once we send you the completed booking email to ensure that it meets your requirements.
In addition please make sure you check all the passenger name details including the title as changes to these after booking can result in amendment fees or in some cases cancellation
Please note that a flight described as direct will not necessarily be non-stop. All departure/arrival times are provided by the airlines concerned and are estimates only. They may change due to a variety of circumstances including air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers is to check in on time.
This website is not liable if there is any change to a departure/arrival time previously given to you or shown on your documentation. All clients are advised to reconfirm their flights with the airline 72 hours prior to departure. We are also unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.
We work as an agent of the principle (Supplier) who has their own terms and conditions. This does allow it to refuse a sale after it has been taken. We will always try to prevent this situation whenever it can but cannot guarantee against it happening. If this happens then you will be offered the same service at a different price, a different service or a full refund.
The customer must comply with the air transport supplier’s rules and restrictions on the carriage of children and in particular that children older than 2 years on the return date must have a return ticket at a child fare for both the outbound and inbound flights. Customers who do not comply with this will not be eligible for a refund of any seat charges incurred during travel. Children under 2 years will not be allocated their own seat in the aircraft unless a child fare has been booked for them. Unaccompanied children under 16 will only be carried in accordance with the air transport supplier’s rules and restrictions.
Many airlines (including most low cost carriers) no longer give a free baggage allowance. In addition some full service airlines may charge on certain fares & routes. We maintain a list of airline baggage links or please contact our one of our consultants who will be more than happy to confirm what you are entitled to.
By agreeing to these terms, you accept you are aware of your allowance and happy to proceed.
On Request Bookings
Some online bookings are taken with an On Request status. In this case we are not able to guarantee either the availability or pricing. We will identify this status prior to you completing the booking and will NOT take payment. A contract will come into force when you have accepted the booking as informed to you and you have made payment.
Cancellation & No Shows
In the event of a cancellation a passenger named on the booking must effect the cancellation in writing to us. Where cancellation is possible cancellation may/will be subject to applicable charges, penalties and administration fees. If partial sectors are cancelled airlines will cancel all sectors on your itinerary/ticket and you will not be entitled to a refund for that or any other sector on your itinerary/ticket. You will need to make alternative travel arrangements at your own cost for any other sectors of travel.
In the event that you are deemed a no show by the airline for one or more sectors of your flight, airlines will cancel all sectors on your itinerary/ticket and you will not be entitled to a refund for that or any other sector on your itinerary/ticket. You will need to make alternative travel arrangements
at your own cost for any other sectors of travel.
Refunds will not be paid until they have been received by us from the relevant airline or supplier. Usually a delay of 8-10 weeks may be incurred. Not all taxes are refundable. Some airlines do not refund their fuel surcharge (this is usually included in the tax). Please contact us for an exact amount that will be refunded.
All credit card charges are non-refundable.
All booking fees are non-refundable.
The above non-refundable charges are applicable in all circumstances.
All contracts with the provider and all matters arising from them are subject to English law and to the exclusive jurisdiction of the courts of England and Wales.
The person who makes the booking accepts these terms and conditions on behalf of all members of the party and is responsible for all payment due from the party. You may not assign, convey, subcontract or delegate or otherwise transfer your rights, duties or obligations hereunder.
The provider may at any time modify these terms and conditions and your continued use of this website will be conditional upon the terms and conditions in force at the time of your use.
If any provision of these terms and conditions or any part of any provision of these terms and conditions is found to be illegal, invalid or unenforceable the remaining provisions or the remainder of the provision concerned shall continue in effect.
These terms and conditions together with any others incorporated or referred to in these terms and conditions constitute the entire agreement between the provider and you relating to their subject matter and supersedes all previous understandings and agreements (whether oral or written) relating to the subject matter and may not be amended or modified except in writing or by the provider making such amendments or modifications available on this website.
If you have a complaint in connection with any travel arrangements or any services provided by a third party supplier you must contact the appropriate supplier immediately. The provider shall have not be liable for any loss or damage suffered by you in these circumstances. However, if you are unable to resolve any problem to your satisfaction with the supplier direct, the provider may at its discretion, provide you with reasonable assistance with a view to resolving the problem with the relevant supplier. If you wish to request the provider’s assistance in resolving a dispute with a supplier you must send an email to firstname.lastname@example.org or write to the Customer Services, at Customer Services, Sunnah Express Ltd, 282 Bethnal Green Rd, London, E2 0AG by no later than 28 days from the date of your return. Please provide full details of your complaint and the supplier concerned, a copy of any report received by you in connection with the problem and your booking reference number.The foregoing represents the entire extent of the provider’s liability and obligations in the event of a claim by you where the provider acts as booking agent.
Please note that as between you and any supplier whose services form part of your booking, the terms and conditions of the relevant supplier will apply. The supplier’s terms and conditions may limit or exclude liability, often in accordance with international conventions.
You have read our privacy policies the terms of which are incorporated into these terms and conditions and agree that the terms of such policy are reasonable.
Why can’t you refund my payment by card immediately?
When we have found a problem with your booking and offer to refund your money we will always do so immediately. This will not always be reflected by your card issuer on your account. This is due to the way card transactions are processed and is something we cannot control. When you make a payment to us we receive a authorisation to receive the funds. Later on that day (usually at midnight) we will then settle this amount (the money will leave your account). If we cancel this authorisation (the usual situation) we will not receive ANY funds from you and the transaction will not go forward for settling. Now as an authorisation has been granted this will remain on your account for up to 72 hours (although in a lot of cases it is reversed out immediately) The time this
takes is dependent on the card issuer and again not something we have any control over. In this case we have not and will not receive any of your money. Unfortunately this will affect your spendable balance on your account until this authorisation has lapsed.
Can I make changes or cancel my flight?
Many of the cheaper tickets are non-refundable. This means that you will lose your money if you choose to cancel. Some tickets are changeable, but usually for a fee. The most restrictive tickets are non-changeable also, to change these you would effectively cancel and rebook
What is your Refund Policy?
Refunds will not be paid until they have been received by us from the relevant airline. Usually a delay of 8-10 weeks may be incurred.
How can I pay for my trip?
For online transactions we accept most credit cards (including Mastercard, Visa, American Express) and debit cards. For offline transactions we also accept cheques and bank transfers (although sufficient time for clearance will be required)
How many hours prior to departure should I check in?
This can depend on the specific airline and destination (please check with them), but generally: * International flights – at least 3 hours before departure * European Destinations – at least 2 hours before departure * Domestic – at least one hour before departure
What is a Code share flight?
Many airlines sell seats on flights not operated by themselves. They will typically create their own flight number although the flight itself is operated by someone else. Whenever possible we will inform you if the flight is being operated by another carrier. The check-in details at the airport will usually detail all the flight numbers a flight holds including the codeshare ones.
What is an eticket?
An e-ticket is an electronic ticket. Most airlines now issue an e-ticket instead of a paper ticket. This has a number of distinct advantages: * you cannot forget or lose it * It can be issued quickly and you do not have to wait for its arrival
* At some airports you can check-in using check-in machines avoiding queuing.