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Terms & Conditions

These Terms & Conditions (“Terms”) form the basis of your contract with Qibla Safar Ltd, a UK‑registered travel company specialising in premium Umrah and tailored travel services. Please read them carefully, as they set out our respective rights and obligations.

By making a booking with us, you agree that:

  • You have read and accepted these Terms on behalf of all travellers in your party.

  • You are over 18 and authorised to make the booking.

  • You accept financial responsibility for all payments due.

  • You consent to our use of personal data in accordance with our Privacy Policy.

1. Who We Are

Qibla Safar Ltd Registered Address: 82a James Carter Road, Mildenhall, Bury St Edmunds, England, IP28 7DE Company Registration Number: 16875582 ATOL Licence: 12980 ABTOT Membership: 5709

We act as the organiser for package holidays and as an agent for certain travel services. Your booking confirmation will specify whether Qibla Safar is acting as principal or agent.

2. Your Contract

Your contract begins when we issue a booking confirmation by email. Once confirmed:

  • We are responsible for providing the travel arrangements you have booked.

  • You are responsible for paying all agreed amounts on time.

  • If you book on behalf of others, you accept responsibility for their compliance with these Terms.


3. Your Financial Protection

 

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under its ATOL Franchise for [Qibla Safar LTD and ABTOT 5709, ATOL number 12980], and in the event of their insolvency, protection is provided for ATOL protected sales sold as a principal under the ABTOT ATOL Franchise.

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad.   

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call ABTOT’s 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.

When you buy an ATOL protected flight or flight inclusive holiday from us, you will receive an ATOL Certificate.  This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. 

The price of our ATOL-protected flight inclusive Packages includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices.

We, or the suppliers identified on your ATOL Certificate or holiday itinerary, will provide you with the services listed on the ATOL Certificate or itinerary (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder or supplier may provide you with the services you have bought or a suitable alternative (at no extra cost to you).  You agree to accept that in those circumstances the alternative ATOL holder or supplier will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder or supplier. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder or supplier, in which case you will be entitled to make a claim under ABTOT.

If we, or the suppliers identified on your ATOL certificate or holiday itinerary, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder, alternative supplier or otherwise) for reasons of insolvency, ABTOT Limited may make a payment to (or confer a benefit on) you under its scheme. You agree that in return for such a payment or benefit you assign absolutely to ABTOT Limited any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned

to another body, if that other body has paid sums you have claimed under the ABTOT ATOL Franchise scheme.

For further information visit the ATOL website at www.atol.org.uk or the ABTOT website https://www.abtot.com/

4. Payments

  • A deposit is required at the time of booking.

  • Full balance must be paid by the date stated on your invoice.

  • Bookings made within 8 weeks of departure require full payment immediately.

  • Failure to pay on time may result in cancellation and applicable charges.

Prices may change before full payment is received due to taxes, fuel surcharges or exchange rate fluctuations.

5. Amendments & Cancellations

Changes by You

If you wish to amend your booking:

  • Requests must be made in writing.

  • Amendments may incur supplier charges and a Qibla Safar administration fee.

  • Some services (e.g., discounted airfares, visas) may be non‑refundable or non‑changeable.

Cancellation by You

If you cancel:

  • Deposits are non‑refundable.

  • Cancellation charges apply depending on how close to departure the cancellation occurs.

  • After visas are issued, no refunds are available.

Changes or Cancellation by Us

We may make minor changes (e.g., flight times, hotel adjustments). If a major change occurs, you will be offered:

  1. An alternative arrangement

  2. A refund

  3. Compensation where appropriate

We will not pay compensation for changes caused by force majeure.

6. Force Majeure

We are not liable for events beyond our control, including:

  • War, terrorism, civil unrest

  • Natural disasters

  • Industrial action

  • Government restrictions

  • Airline operational decisions

  • Severe weather

These events may affect travel plans without entitlement to compensation.

7. Travel Requirements

You are responsible for ensuring:

  • Valid passports

  • Required visas

  • Mandatory vaccinations (e.g., ACWY for Umrah)

  • Compliance with Saudi entry rules

  • Appropriate travel insurance

We accept no liability for losses arising from failure to meet entry or health requirements.

8. Special Requests

We will pass on special requests (e.g., room type, accessibility), but they cannot be guaranteed.

9. Behaviour

We reserve the right to terminate your booking without refund if your behaviour:

  • Causes distress, danger or damage

  • Violates local laws or customs

  • Disrupts other travellers or suppliers

You will be liable for any resulting costs or damages.

10. Complaints

If you experience an issue:

  1. Report it immediately to the relevant supplier (hotel, airline, transport provider).

  2. If unresolved, contact Qibla Safar using the emergency number provided in your travel documents.

  3. Formal complaints must be submitted in writing within 28 days of returning home.

Failure to follow this process may affect your rights.

11. Liability

We accept responsibility for the proper performance of your package under the UK Package Travel Regulations.

We are not liable for:

  • Failures caused by you

  • Failures caused by third parties outside our control

  • Events of force majeure

  • Losses relating to business activities

  • Loss of personal belongings (you must have insurance)

International conventions (Montreal, Athens, Paris) may limit compensation amounts.

12. Website & Marketing Content

Descriptions of hotels, flights and services are based on information provided by suppliers. Occasional changes may occur, and we will notify you where possible.

13. Data Protection

Your personal data is processed in accordance with our Privacy Policy, available on our website.

14. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be handled exclusively by the English courts.

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