ATOL (Air Travel Organiser's Licence) is a crucial financial protection scheme designed for air travellers. Under this scheme, if your travel operator goes out of business during or before your holiday, you can claim a total refund while continuing your holiday.

You will receive an ATOL certificate when you reserve ATOL-protected flight-inclusive holidays with us. The certificate lists the aspects of your reservation that are financially secured and whom to contact if something goes wrong. If you do not receive an ATOL certificate, it indicates that your flight is not ATOL protected. You can verify our ATOL number T7655 for yourself on www.caa.co.uk

We, or the suppliers cited on your ATOL certification, will provide you with the services you have bought and which are listed on the certificate (or an appropriate substitute/alternative). In some instances, wherein neither we nor the suppliers are able to provide the listed services for reasons of insolvency, an alternative ATOL holder may fulfil these obligations and provide you with the services you have bought or an appropriate substitute/alternative at no additional cost to you. Under these circumstances, you agree to accept that the alternative ATOL holder will fulfil the obligations listed on the ATOL certificate, and you also agree to pay the alternate ATOL holder any outstanding money to be paid by you under your contract to them. In addition, you also agree that in some scenarios, it might not be possible to assign/appoint an alternative ATOL holder. In this circumstance, you are entitled to make a claim under the ATOL scheme or your credit card issuer (wherever applicable).

If we, or the suppliers cited on your ATOL certificate are unable to provide the services you bought (or an appropriate alternative), and which have been listed on the certificate, through an alternative ATOL holder or otherwise due to insolvency, the Trustees of the Air Travel Trust may make a payment to (or bestow a benefit on) you in accordance with the ATOL protection scheme. In return for such benefit or payment made to you, you agree to fully assign to the Trustees any claims which you have or might arise out of non-provision of the services listed in the ATOL certificate. This includes any claims you have or may have against us, the travel agent, or your credit card issuer (wherever applicable). Additionally, you agree to accept that any such claims may be reassigned to another body, if that other body has paid the sums you claimed for under the ATOL protection scheme.

1. Making a Reservation with Us

You agree that you have carefully read the terms and conditions of the agency and agree to be bound by them when you consent to our use of the information you provide in accordance with our Privacy Policy. You concur that you are 18 or over and a resident of the United Kingdom, and when you place an order for services with age restrictions, you declare that you and all your travel companions are of appropriate ages to buy those services. You concur to accept financial responsibility to make payment for the reservation(s) on behalf of all your travel companions detailed in your reservation.

2. Reservation & Payments

To confirm your chosen services/Arrangements, you agree to pay a deposit as required by the Master Arrangement Provider. You agree to make full payment if you make the reservation within 12 weeks of the departure date. Your reservation is confirmed and there will be a contract between you and the Principal Provider of Arrangements when we send you the confirmation on your behalf. You are advised to check the confirmation carefully and immediately report any incomplete, incorrect, or inconsistent information. Ensure the names on the reservation are the exact match to the ones that appear on the corresponding passport. Since we act solely as a booking agent, we are not liable or responsible for any errors in documentation, except in cases when we make the error. If you have paid a deposit toward your reservation, you must pay the remaining balance in full before the due date of the balance as notified. If you do not make full payment before the specified due date of the balance, we are obligated to notify the Director of Provider, who can cancel the reservation and charge the applicable cancellation fee/charges as established in their relevant booking terms and conditions. Unless specified otherwise or indicated in the respective reservation terms and conditions of the Provider/Principal concerned, all monies paid to us by the Arrangements will be made on behalf of the Provider/Principal and will be sent to the Supplier/Principal as per our agreement with the Provider/Principal.

3. Changes and Cancellations by You

Any modification or cancellation request you may have must be sent to us in writing via email, and it will take effect at the time we receive the email. Always ensure you have received written confirmation of any changes to your reservation before travelling. By agreeing to our terms of use, you concur that while we will try to accommodate your requests for changes or cancellations, we cannot guarantee that all of them will be met. Cancellations and modifications are only acceptable when they are in accordance with the reservation terms and conditions of the respective Provider/Principal of Arrangements. The Provider/Principal may charge modification and cancellation charges in accordance with their booking terms and conditions (which may be up to 100% of the cost of Arrangements, and which normally increases as the departure dates come closer). Also, note that some Suppliers/Principals do not permit changes, as per their policies, and hence, cancellation charges will be applicable in such instances.

4. Changes and Cancellations by Supplier

We will inform you at the earliest possible if the respective Provider/Principal needs to make a significant change(s) to the confirmed Arrangements or has to cancel them. We will also coordinate between you and the respective Provider/Principal with regard to any alternative/substitute arrangements offered by them. However, note that we will not have more obligation or responsibility toward you.

5. Our Responsibility for Your Booking

When you reserve a travel arrangement with us, note that we act as a licensed agent to make the booking on your behalf. Your contract is with the Supplier/Principal and the terms and conditions therein apply. As an agent, we are not liable and do not accept any responsibility whatsoever for the actual provision of the services/arrangements you buy. Our responsibilities are limited to reserving/booking your chosen services as per your specific instructions. We accept no responsibility whatsoever for any information about the relevant travel arrangements we pass on to you in good faith. Nevertheless, if circumstances arise wherein we are found liable to you on any basis whatsoever, our maximum liability toward you is limited to twice the cost of the commission we earn on your booking/reservation or a suitable proportion of this if not everyone in the booking is affected. We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Under the conditions herewith, the insolvency or failure of a Supplier/Principal will have the meaning prescribed in Regulation 23 of the ATOL 2012 Regulations. Although we still act as the agent for the Supplier/Principal, note that when you book a Multi-Contract Package, your contract is with the Supplier/Principal. We will accept responsibility for the travel arrangements that make up your Multi-Contract Package as an "organiser" under the Package Travel and Linked Travel Arrangements Regulations 2018, as explained below. As such, we are responsible for the appropriate provision of all travel arrangements cited in the Multi-Contract Package as set out in your reservation/booking confirmation. Subject to the relevant booking terms and conditions, if we or the Supplier/Principal(s) perform negligently or fail to make travel arrangements and we do not remedy or resolve the ensuing complaint within a reasonable timeframe which has affected the enjoyment of your package holiday, then you might be entitled to a reasonable/appropriate price reduction or compensation, or both. The extent of compensation in these circumstances will be gauged by factoring in details of all possible relevant aspects, such as but not limited to: following the complaint procedure as illustrated under these conditions and the specific extent to which we, our employees' or Supplier/Principal(s) have been negligent, should you wish to make a claim against us.

★ We limit the extent/amount of compensation we may have to pay you if we are found liable under this clause:

(a)loss of and/or damage to luggage or other personal possessions and money. The maximum amount of compensation we will have to pay you toward these claims is the amount equivalent to the excess on your insurance policy, which is applicable per person in these scenarios in total, as you are required to have adequate insurance to cover these types of losses.

(b)claims that do not fall under the above category (a), and which do not involve injury, illness, and/or death. The maximum amount we will pay you under these circumstances is up to 3 times the price paid by or on behalf of the person(s) affected in total. Note that this amount will only be payable if and when everything has gone wrong and your or your party has not received any benefit at all from your reservation/booking.

★ We are not liable or responsible to pay you any compensation for any loss, damage, injury, illness, death, cost, expense, and any other claim of any description if it results from:

(a)the acts and/or omissions of the affected person; or
(b)the acts and/or omissions of a third party unconnected with the provision of the travel arrangements contracted for, and which were unavoidable and extraordinary; or
(c)claims in respect of international travel by air, rail, and sea, or in respect to any stay at a hotel. The specific extent of our liability under these circumstances will be limited as if were carriers under the appropriate conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can contact us to request copies of these conventions from our offices. Furthermore, you agree that the respective operating carrier or transport company's very own "Conditions of Carriage" will apply to you on that particular journey. Therefore, when we arrange transportation for you, we rely on the terms and conditions contained within these important "Conditions of Carriage '' and the aforementioned international conventions. You concur to acknowledge that all of the terms and conditions in these international conventions and "Conditions of Carriage'' form an important part of your contract with us and with the transport company. Consequently, these "Conditions of Carriage'' will be deemed to be included by reference into this contract.

★ Under any circumstances in which a carrier is liable to you by virtue of Ec261/2004 (denied boarding and flight disruption), any liability we may have toward you as per our contract with you is limited to the remedies/provisions specified under the regulation as if (for this purpose only) we were a carrier.

★ When processing or making a payment, we are entitled to deduct any money which you may have received or are entitled to receive from the transport provider or hotelier in respect to a complaint or claim in question.

★ We are not liable or responsible for any services or facilities which are not included in your reservation/booking confirmation, or where they are not advertised on our website.

★ In instances that it becomes impossible for you to return to your departure point as per the agreed date of return on your Multi-Contract Package due to "unavoidable and extraordinary circumstances," we shall provide you with necessary accommodation of a comparable standard (wherever possible) for a timeframe not exceeding 3 nights per person. We have to be notified of these particular requirements at least 48 hours before the start of your Multi-Contract Package. For the purpose of this clause, "unavoidable and extraordinary circumstances" refer to acts of terrorism, warfare, natural disasters such as earthquakes, floods, or unexpected weather conditions, and significant risks to human health such as an outbreak of severe diseases at the intended travel destination - any or all of which can make it impossible for you to travel back safely to your departure point.

★ It is a condition of our acceptance of liability under this clause that you notify any and all claims to us and the Supplier/Principal(s) in strict accordance with the complaints procedure laid out in the booking terms and conditions.

★ Where any payment is made, the person(s) receiving the amount (and their guardian or parent if the person is under 18 years old) must also fully assign to us and/or our insurers any rights they may have to pursue any third-party claims. They must also provide us and our insurers with all the assistance we may require within a reasonable purview.

★ Please note, we do not and are not liable to accept any responsibility for any damage, expense, loss, or other sum(s) of any description:
(a)on the basis of any and all information given to us by you regarding your reservation/booking prior to our accepting it. We could not have foreseen that you would suffer or incur losses if we breached our contract with you; or
(b)related to any business.

You agree to accept all the terms and conditions of our agency when you choose to book flights, tours, accommodations, and any other services with us. Therefore, please ensure you read and review each of them carefully. When you receive your reservation certificate, ensure to check all the details and notify us immediately if you find any inaccuracies or discrepancies. We are not liable for any problems you may face which arise out of your failure or negligence to inform us of inaccuracies/discrepancies in your invoice/reservation. All the details of your reservation are passed on to you in good faith based on the information from the respective Principal(s) at the time of booking. If you choose not to agree to be bound by or comply with any of the terms and conditions associated with your booking, please refrain from accessing and using this website.

We retain the right to adapt, alter, or change any or all terms of use as and when deemed necessary. We retain the right to make these amendments without prior notice for legal, security, and regulatory purposes, and also to update changes to the services and/or overall functionality of the website. Your continual use of our website and services constitutes acceptance of our updated and amended terms and conditions. Therefore, it is advisable to review our policies and terms of use periodically before continuing to use our services.

Please note that all products and services featured on our website are subject to accessibility, availability, and terms and conditions of the respective Suppliers/Principal(s). Plan My Umrah has the right to refuse service without prior notice at any given time. However, we will try to meet all your needs and requirements to the best of our abilities. Under the circumstances that we are unable to provide you with the travel arrangements listed in your reservation, we will do our best to ensure a suitable alternative is made available to you at the earliest possible.

If you are dissatisfied with our services, booking process, or any other aspect of the reservation for some reason, you may notify us of the same in writing via email. Please ensure to send the email within at least 21 days of the event or a week after you return from your pilgrimage. We will ensure a resolution at the earliest possible.

You can address your complaints or grievances to the following email: info@planmyumrah.co.uk

We take great care, accuracy, and skill when compiling information which we ultimately make accessible to you on our website. Nevertheless, certain details or sections may have been compiled and/or provided to us via third parties who may or may not be a part of our network. We do not accept responsibility for information that may be obtained from such third parties, and the accuracy of which we cannot guarantee. Additionally, there may be errors and omissions that might occur at times, which are out of our control due to multiple factors, such as software, machine, operator, and internet-related errors and malfunctions with regard to data transmissions. Invariably, we present all the information in good faith "as is," and it is your responsibility to verify its accuracy.

We ensure that all our representatives, tour operators, agents, and service providers are reliable and reputable. However, we do not have any direct control over any of these associates, organisations, and parties, and are not liable for any omissions, errors, miss-services, and other blunders by them. When you book with us, you concur to abide by the terms and conditions of these Principals and persons. We are not liable for your failure to get the essential vaccinations or to carry insurance, passports, Visas, and other pivotal travel documentation at the time of your trip.

Behaviour Advisory: You are advised not to behave or act in any way that may cause distress, hurt, harm, annoyance, or injury to others or pose a threat/risk of damage to property at any given time during your holiday. If you do so, it may cause you to be evicted from your hotel or other chosen accommodation by the relevant authorities. If this happens, we have no liability toward you, and you cannot seek a refund for any part (or entirety) of your reservation.