A clear policy for confirming and managing Hajj and ‘Umrah bookings.

What this Booking Policy covers.

This policy applies to Hajj and ‘Umrah enquiries and bookings made directly with Al-Hudaa Wal-Furqaan Travels and Tours through the website, telephone, WhatsApp, email or either company office.

This policy should be read together with the Terms and Conditions and Privacy Policy. Nothing in it is intended to exclude a consumer right or remedy that cannot lawfully be excluded.

How an enquiry becomes a confirmed booking.

The price shown online may remain provisional until confirmation.

• Website package prices are stated per person unless expressly stated otherwise.
• The current advertised Umrah prices are linked to the applicable package pages.
• The current advertised Hajj prices are linked to the applicable package pages.
• Special, private or family accommodation may require a separate quotation.
• Prices may change before confirmation because of supplier availability, exchange rates, taxes, official charges or operational requirements.
• The amount payable for a specific booking is the amount stated in the current written invoice or quotation.

Where a quotation has an expiry date, the price and availability are not guaranteed after that date. A new quotation may be required.

Items not automatically included

Unless expressly included in writing, the package does not cover personal shopping, excess baggage, medical costs, private upgrades, unlisted meals, traveller-requested changes, penalties caused by lateness or absence, or services outside the confirmed itinerary.

Payment amounts and deadlines are confirmed before commitment.

The company has not published a single fixed deposit for every package. The deposit or initial payment required for a particular journey will be stated in the written quotation, invoice or payment schedule.

• An initial payment may be required before reservation, ticketing, visa processing or accommodation commitment begins.
• Instalment arrangements may be offered only when confirmed in writing.
• Each payment must be made by the deadline stated in the agreed schedule.
• Failure to pay on time may result in loss of availability, supplier penalties, re-pricing or cancellation.
• A payment is recognised only after it has been received, verified and acknowledged by the company.
• The traveller should retain receipts and confirmation messages.
• Payment must be made only to an account or channel formally approved by the company.

Places, rooms, flights and services remain subject to availability.

• Package availability may change before the required payment is acknowledged.
• Room allocation may depend on gender, family structure, occupancy and supplier arrangements.
• A private or family room request is not confirmed until stated in writing.
• Airline, hotel and ground-transport allocation may be completed at different times.
• The company may place a booking on a waiting list where immediate confirmation is unavailable.

A place should not be described as guaranteed merely because an enquiry has been submitted or documents have been discussed.

Accurate information must be supplied on time.

• Names must match the traveller’s valid passport and official records.
• The traveller is responsible for reviewing spelling, dates and other details before ticketing or submission.
• Passport and visa documents should be provided only through an approved process.
• Health or accessibility information should be limited to what is relevant to the journey and support requested.
• Failure to provide documents by the stated deadline may delay or prevent processing.
• Costs arising from incorrect or late information may be charged to the traveller where lawful and properly explained.

Name, date, package and accommodation changes require approval.

A traveller should submit a change request in writing as early as possible. Approval depends on the stage of processing, supplier rules and availability.

• Name corrections or substitutions may be restricted after visa submission or ticketing.
• Changing a package, room, date, flight or departure city may change the price.
• Supplier amendment charges and fare differences may apply.
• The company cannot guarantee that a requested change will be possible.
• A request is not effective until the revised arrangement is acknowledged in writing.

Transfer to another traveller

A booking cannot be transferred without written approval. Transfer may be impossible where a visa, ticket, hotel allocation or official registration is personal and non-transferable.

Operational arrangements may change before or during travel.

The company or a relevant supplier may need to change flights, routes, airports, accommodation, room allocation, transport schedules, activities or other arrangements because of availability, official instructions, crowd control, security, weather, health measures or other operational conditions.

• Material changes will be communicated where reasonably practicable.
• A reasonably comparable substitute may be provided where the original service is unavailable.
• An exact hotel, airline, room or timetable replacement cannot always be guaranteed.
• Where a major change materially affects the booking, available options and recoverable amounts will be explained.
• Mandatory statutory rights and remedies remain unaffected.

Cancellation must be requested in writing.

A traveller may request cancellation of an advance booking or reservation. The company will review the request in light of the date received, services already processed, supplier terms and reasonable costs arising from the cancellation.

• The cancellation date is the date the company receives a clear written request.
• The request should identify the traveller, booking and reason for cancellation.
• Telephone discussions should be followed by written confirmation.
• Visa, airline, hotel, transport and administrative costs already committed may affect the refund.
• The company will not apply a blanket “no refund under any circumstances” rule.
• Any cancellation charge must be connected to reasonable loss, cost or supplier commitment and communicated clearly.

What happens where the company cannot provide the booked service.

The company may cancel a booking where the journey cannot proceed, a required supplier withdraws service, official approval is unavailable, payment or document conditions are not met, or extraordinary circumstances make performance impracticable.

• The traveller will be informed as soon as reasonably practicable.
• Where appropriate, the company may offer a revised date, alternative package, credit or refund option.
• Where the company or supplier does not provide a paid service, refund rights will be assessed under applicable law and the circumstances.
• Amounts already irreversibly paid to third parties will be addressed transparently and supported by available records.
• No term in this policy removes a mandatory right to a refund or other remedy.

Refunds are calculated from the amount actually recoverable.

The company will assess each refund request using the booking record, written terms, amounts paid, supplier commitments and applicable consumer rights.

• A refund cannot be reduced by an unreasonable or undisclosed charge.
• Where a supplier has not yet returned funds, the company will explain the status and expected next step.
• Refunds will ordinarily be made to the original payer or verified account holder.
• Bank or payment-platform processing times may apply after the company releases funds.
• Fraud-prevention or identity checks may be required before payment.

Traveller absence may lead to loss of non-recoverable services.

• A traveller must report at the stated airport or meeting point by the confirmed time.
• Missing a flight, transfer, hotel check-in or group movement may create additional costs.
• No refund is ordinarily due for a service the traveller voluntarily declines or misses, except where applicable law or the supplier terms provide otherwise.
• The company will assist where reasonably possible, but new tickets, transport, accommodation or penalties may be payable by the traveller.
• Illness or emergency does not automatically make third-party charges refundable.

Travellers should consider appropriate travel insurance where available and should understand the insurer’s conditions and exclusions.

Visa decisions are made by the relevant authorities.

The company may assist with processing but cannot guarantee approval. Where a visa is refused, delayed or not issued, the refund calculation will depend on which package costs remain recoverable and why the application failed.

• Government or processing fees may be non-refundable.
• Airline and accommodation charges may already have become committed.
• False, incomplete or late information may reduce recoverability and may create additional liability.
• Where refusal is unrelated to traveller fault, the company will identify recoverable amounts and applicable rights.

Events beyond reasonable control may affect performance.

Travel may be affected by government action, regulatory change, epidemic or public-health measures, war, civil disturbance, security incidents, severe weather, airport closure, strikes, supplier failure, crowd control or transport disruption.

• The company will communicate and assist where reasonably practicable.
• Alternative dates, credits, substitutions or refunds may depend on supplier recovery and applicable law.
• Additional costs not recoverable from suppliers or insurers may remain payable by the traveller.
• Mandatory rights relating to non-performance remain unaffected.

Contact the company before initiating a payment reversal.

A traveller who believes a payment is incorrect should first contact the company with the receipt, booking reference and explanation. This allows the records and supplier commitments to be reviewed.

Fraudulent or misleading chargeback claims may be contested using booking, communication and supplier records. Nothing prevents a traveller from exercising a lawful payment-dispute or consumer-protection right.

Raise the matter promptly and keep supporting records.

• Send the complaint in writing with the traveller’s name and booking details.
• Describe the requested resolution and attach receipts or correspondence where relevant.
• Allow reasonable time for supplier information to be obtained where necessary.
• The company will provide a response or progress update through the available contact details.
• Where the matter remains unresolved, the traveller may use an available consumer complaint or dispute-resolution channel.

Submit a cancellation, refund or payment enquiry.

Use the subject line “Booking Policy Enquiry”, “Cancellation Request” or “Refund Request” and include the traveller’s name and booking reference where available.

• Email: [email protected]
• Telephone: +234 816 393 9441
• WhatsApp: +234 803 859 9210
• Head Office: 44B, Ita Olookan Street, Osogbo, Osun State, Nigeria
• Business Hours: Monday–Friday, 9:00 a.m.–6:00 p.m.

The policy may be updated when processes or requirements change.

The company may update this policy to reflect changes in packages, payment arrangements, suppliers, regulatory requirements or operational procedures. The revised effective date will appear at the top of this page.

The package-specific terms accepted for an existing confirmed booking will continue to apply unless a lawful or mutually agreed change is made.