1. Booking Confirmation
1.1. All bookings are subject to package availability, applicable payment requirements, and the conditions stated in the selected package.
1.2. A booking is considered confirmed when the system issues a confirmed booking reference or authorized staff confirms the reservation.
1.3. Booking confirmation does not automatically guarantee visa issuance, airline ticketing, hotel confirmation, or payment completion unless expressly stated.
1.4. Customers and agents must review all booking details before confirmation.
2. Flight Schedules & Airline Changes
2.1. Flight schedules, departure and arrival times, routes, and aircraft are controlled by the respective airlines and may change without prior notice.
2.2. Super Gorakh Travel & Tours Pvt Ltd is not responsible for airline-initiated delays, cancellations, rescheduling, or operational disruptions beyond its reasonable control.
2.3. Refunds, rebooking, and compensation arising from airline disruptions shall be governed by the applicable airline policies, passenger rights, and relevant law.
2.4. The company will provide reasonable assistance with airline-related changes for bookings arranged through it.
3. Booking Cancellation & Modification
3.1. Once a booking is confirmed, cancellation or modification requests are subject to the applicable airline, hotel, visa, transport, and other supplier conditions.
3.2. Cancellation charges may apply, including non-refundable amounts already paid or committed to suppliers.
3.3. Refunds, where applicable, shall be calculated according to the relevant supplier policies, disclosed booking conditions, and applicable law.
3.4. Changes to travel dates, passenger names, flights, hotels, or package arrangements may result in additional charges.
3.5. Cancellation requests must be submitted through the company's authorized booking channels.
4. Umrah Visa Approval & Rejection
4.1. Umrah visa approval, refusal, cancellation, validity, and entry permission are determined by the relevant Saudi Arabian authorities, including the Saudi Ministry of Foreign Affairs, authorized visa-processing authorities, diplomatic missions, consulates, and other competent government departments.
4.2. Super Gorakh Travel & Tours Pvt Ltd acts as a travel and visa-processing facilitator and cannot guarantee visa approval or entry into Saudi Arabia.
4.3. A visa may be rejected or delayed for reasons including:
- Blacklisting or immigration restrictions.
- Previous overstays, deportations, or immigration violations.
- Security clearance issues.
- Incorrect or incomplete passenger information.
- Passport or nationality-related restrictions.
- Previous visa records or unresolved immigration matters.
- Changes in Saudi visa policies.
- Any other reason determined by the relevant Saudi authorities, including reasons not disclosed to the applicant.
4.4. The customer or agent is responsible for providing genuine, accurate, and valid documents.
5. Non-Refundable Visa Charges
5.1. Once a visa application has been submitted and the applicable visa, government, service-provider, or processing charges have been paid or irreversibly incurred, those charges are non-refundable in the event of rejection by Saudi authorities, to the extent permitted by applicable law and supplier policies.
5.2. This includes visa rejection resulting from blacklisting, immigration restrictions, security concerns, previous travel history, or other decisions outside the company's control.
5.3. The company shall not be responsible for visa rejection arising solely from decisions of the competent Saudi authorities or inaccurate information provided by the applicant.
5.4. Any recoverable amount, unincurred charge, or supplier refund shall be assessed and returned where required by applicable law and booking conditions.
5.5. This policy does not exclude liability for errors, negligence, or misrepresentation attributable to the company.
6. Air Ticket Refunds Following Visa Rejection
6.1. Visa processing fees and airline ticket payments are separate booking components.
6.2. Rejection of an Umrah visa does not automatically entitle the passenger to a refund of the airline ticket amount.
6.3. Ticket refund eligibility depends on:
- Airline fare conditions.
- Refundable or non-refundable ticket classification.
- Whether the ticket has already been issued.
- Time remaining before departure.
- Airline cancellation or no-show charges.
- Availability of rebooking or date changes.
- Airline permission for passenger name changes.
- Possibility of accommodating an eligible replacement passenger.
- Any applicable airline-approved credit or refund.
6.4. Replacement of a passenger is not guaranteed. Many airline tickets are non-transferable and issued to a specific passenger.
6.5. Where permitted by the airline, the company may attempt rebooking, reissue, or replacement, subject to applicable charges.
6.6. Customers and agents must notify the company immediately after receiving a visa rejection.
6.7. Any eligible ticket refund shall be processed after applicable airline charges, disclosed service charges, and lawful deductions.
7. Hotels & Accommodation
7.1. Hotels, room categories, accommodation locations, and stay arrangements shall be provided according to the confirmed package details.
7.2. Where a package states “Hotel Arrangement on Request,” the specific hotel is not guaranteed until separately confirmed.
7.3. If a confirmed hotel becomes unavailable, the company shall make reasonable efforts to arrange suitable alternative accommodation or provide an appropriate remedy under the booking conditions and applicable law.
7.4. Hotel check-in and check-out times are governed by the accommodation provider's policies.
7.5. Additional accommodation services not included in the selected package may incur separate charges.
8. Transport & Ziarat
8.1. Transport and Ziarat services shall be provided according to the inclusions stated in the selected package.
8.2. Transport schedules may change due to traffic, weather, road closures, local regulations, or circumstances beyond reasonable control.
8.3. Private transport, additional Ziarat, or services not included in the package may incur additional charges.
8.4. The company shall make reasonable efforts to assist with disruptions affecting confirmed transport services.
9. Passenger Information & Travel Documents
9.1. Passenger names must match their passports and official travel documents.
9.2. Customers and agents must provide accurate passenger details within the required deadlines.
9.3. Incorrect or delayed information may result in processing delays, amendment charges, visa refusal, or inability to travel.
9.4. Customers must meet applicable passport-validity, visa, vaccination, health, and immigration requirements.
9.5. The company remains responsible for correcting errors attributable to its own staff or systems.
10. Payments & Package Prices
10.1. Package prices and applicable payment requirements shall be disclosed before booking confirmation.
10.2. Prices are subject to availability and the validity conditions of the selected package.
10.3. Confirmed booking prices shall not be changed arbitrarily.
10.4. Additional charges may apply to customer-requested services, modifications, or supplier-imposed changes where permitted by the disclosed terms and applicable law.
10.5. Booking confirmation does not automatically mean payment has been received in full.
11. Booking Holds
11.1. Temporary booking holds reserve applicable seats for the displayed hold duration.
11.2. Hold duration is controlled by authorized staff or administrators.
11.3. If the hold expires without confirmation, reserved seats shall automatically be released.
11.4. A hold does not guarantee visa issuance, airline ticketing, or hotel confirmation.
11.5. Agents must confirm their holds before expiry.
11.6. Confirmation of an expired hold is not permitted.
12. No-Shows & Missed Services
12.1. Passengers who fail to report for flights, hotel check-in, or scheduled transport may lose the relevant service, subject to supplier conditions.
12.2. Missed flights or services caused by passenger delay, incomplete documentation, or failure to follow applicable travel requirements may result in additional charges.
12.3. Refund eligibility shall be determined by the applicable supplier conditions and law.
13. Events Beyond Reasonable Control
13.1. The company shall not be responsible for failures or delays caused solely by events beyond its reasonable control, including severe weather, government restrictions, airport closures, major transport disruptions, or extraordinary circumstances.
13.2. The company shall take reasonable steps to communicate changes, assist affected travellers, and arrange available remedies.
13.3. This clause does not remove any obligations imposed by applicable law.
14. Refund Processing
14.1. Refund eligibility shall be determined by the applicable supplier conditions, disclosed booking terms, and relevant law.
14.2. Refunds may be subject to airline, hotel, visa, transport, or other supplier deductions.
14.3. The company shall provide reasonable updates regarding refund requests.
14.4. Any eligible refund shall be processed within the timeframe required by applicable law and the relevant refund arrangements.
14.5. Statutory refund rights shall remain unaffected.
15. Customer-Initiated Changes
15.1. Changes to confirmed bookings may require supplier approval.
15.2. Passenger name changes, date changes, hotel modifications, and ticket reissues may incur additional charges.
15.3. Any applicable charges shall be communicated before processing where practicable.
15.4. Requested changes are not guaranteed until confirmed by the relevant supplier.
16. Agent Responsibilities
16.1. Registered agents must provide accurate booking and passenger information.
16.2. Agents must communicate package inclusions, exclusions, payment requirements, cancellation policies, and immigration obligations to their customers.
16.3. Agent bookings shall be registered under the authenticated agent's account.
16.4. Agents are responsible for communicating relevant booking updates and document deadlines to their customers.
16.5. Agents must comply with the applicable agent agreement and lawful instructions concerning booking administration.
17. Overstay, Absconding & Immigration Violations in Saudi Arabia
17.1. Compliance with Saudi Laws
All Umrah passengers must comply with the immigration laws, visa conditions, residency regulations, and departure requirements of the Kingdom of Saudi Arabia. Every passenger is responsible for leaving Saudi Arabia within the period permitted by their visa and applicable immigration regulations.
17.2. Absconding or Unauthorized Stay
If an Umrah passenger deliberately absconds, overstays, disappears from the arranged group without lawful authorization, or otherwise violates Saudi immigration regulations, Super Gorakh Travel & Tours Pvt Ltd reserves the right to report the matter to its authorized Saudi service provider, relevant immigration authorities, and appropriate law enforcement agencies.
Where legally permitted or required, relevant booking and travel records may be provided to authorized legal representatives and competent authorities for investigation and lawful action, including immigration enforcement or repatriation procedures.
17.3. Passenger Financial Responsibility
The passenger shall be responsible for fines, penalties, deportation expenses, and other lawful consequences arising directly from their own immigration violations, to the extent imposed and recoverable under applicable law.
The company shall not be responsible for deliberate immigration violations committed independently by passengers, except where liability arises from the company's own conduct or legal obligations.
17.4. Agent Financial Liability
Where a passenger is booked through a registered travel agent and subsequently absconds, overstays, or violates Saudi immigration regulations, the agent shall be responsible for reimbursing Super Gorakh Travel & Tours Pvt Ltd for documented penalties or charges imposed by the authorized Saudi service provider and directly attributable to that passenger's violation, subject to the applicable agent agreement and enforceability under law.
The company shall provide reasonable supporting documentation of such charges.
The agent shall not be responsible for charges arising from the company's own negligence, breach of contract, or unlawful conduct.
17.5. Cooperation with Authorities
Passengers and agents agree to cooperate with lawful inquiries by competent Saudi or Pakistani authorities.
Relevant personal information may be disclosed only where legally permitted or required and subject to applicable privacy safeguards.
17.6. Repatriation
The company may assist authorized authorities with lawful reporting and documentation but does not guarantee that an overstaying or absconding passenger will be located, detained, deported, or returned.
18. Booking Notifications & Communication
18.1. Customers and agents must provide valid contact details, including an email address and mobile or WhatsApp number where required.
18.2. Booking confirmations, schedule changes, document requirements, and other notifications may be communicated through the registered contact channels.
18.3. Customers and agents should promptly notify the company of changes to their contact information.
18.4. Electronic confirmation of a booking does not independently establish that all third-party travel services have been issued or finalized.
19. Acceptance of Terms & Conditions
By selecting the acceptance checkbox and submitting or confirming an Umrah booking, the customer or authorized agent acknowledges that:
- The package details, price, and booking conditions have been reviewed.
- Airline schedules and third-party travel services may change.
- Visa approval and entry into Saudi Arabia are not guaranteed.
- Visa fees already paid or irreversibly incurred may be non-refundable following rejection, subject to applicable law.
- Airline ticket refunds depend on the relevant fare conditions and applicable law.
- Hotel and transport services are subject to the confirmed package arrangements.
- Booking holds expire automatically if not confirmed within the permitted period.
- Passengers must comply with Saudi immigration laws and departure requirements.
- Immigration violations may result in lawful reporting, penalties, or enforcement action.
- Agents accept any separately agreed and legally enforceable financial responsibilities concerning their bookings.
- The customer or agent agrees to the applicable booking and cancellation conditions.
- These terms do not exclude liability for the company's negligence, misrepresentation, breach of contract, or other responsibilities that cannot legally be excluded.