GENERAL TERMS & CONDITIONS

Umrah, Hajj & Related Travel Services

Effective Date: July 7, 2026

1. Scope, Acceptance and Order of Documents

These General Terms & Conditions (“Terms”) govern travel services arranged, promoted, sold, or facilitated by Hisar Tour, including group Umrah programs, Hajj programs, individual travel arrangements, flights, hotels, transportation, visa-processing assistance, ziyārah, seminars, and related services (collectively, the “Services”).

A travel contract is formed when we accept your booking in writing, issue a booking confirmation, or accept a payment toward a Package, whichever occurs first. Submitting an inquiry or viewing our website alone does not guarantee availability or create a confirmed booking.

Package-specific terms, payment schedules, cancellation notices, invoices, confirmations, supplier conditions, Saudi government or Nusuk requirements, and travel documents are incorporated into these Terms. If documents conflict, the following order applies: (1) mandatory law or government/platform requirements; (2) the final written booking confirmation and invoice; (3) package-specific written terms; and (4) these General Terms.

No oral statement, social-media post, advertisement, agent statement, or informal message changes these Terms unless confirmed in writing by an authorized Hisar Tour representative.

2. Quotes, Availability and Booking Confirmation

Prices, flights, hotels, rooms, visas, and other travel components are subject to availability until confirmed in writing. A quotation is not a reservation, ticket, visa, or guarantee of price. We may correct an obvious pricing, publishing, system, or human error before final confirmation. If a correction materially changes your booking and you choose not to proceed, we will return amounts paid that have not been committed to non-recoverable supplier charges or processing costs, subject to applicable law.

Your reservation is not final until the required deposit or full payment, accurate passenger information, and any required documents have been received and cleared. We may decline or cancel an incomplete booking where information, payment, documentation, compliance screening, or supplier confirmation is missing or unsatisfactory.

3. Deposits, Payments and Payment Deadlines

3.1 Required deposits

• Group Umrah Packages outside Ramadan: unless the package invoice states otherwise, a deposit of USD 1,000 per passenger is required to reserve space and begin supplier and visa-related processing.
• Ramadan Packages: unless the package invoice states otherwise, a deposit of USD 2,000 per passenger is required.
• Individual or customized arrangements: unless stated otherwise in writing, a deposit of USD 500 per passenger is required before processing begins.

Deposits are non-refundable to the extent stated in the applicable package terms and once they are applied to administrative work, supplier commitments, held inventory, tickets, hotels, visa processing, or other non-recoverable costs. A different package-specific payment schedule controls where expressly stated in writing.

3.2 Balance payments

Unless your final invoice states a different date, full payment for group and Ramadan Packages is due no later than 30 days before departure. Airline tickets, upgrades, private arrangements, and certain supplier services may require earlier or immediate payment. All payments must be made in USD using an accepted payment method. Bank, wire, card, installment, or currency-conversion charges are the customer’s responsibility unless we agree otherwise in writing.

If payment is late, we may cancel the booking, release reserved inventory, withhold ticketing or documents, and apply the cancellation terms below. A booking may be reinstated only if space remains available and all additional supplier charges are paid.

3.3 Payment disputes and chargebacks

If you believe a charge is incorrect, please contact us promptly so that we can investigate and attempt to resolve the matter. Nothing in these Terms limits any non-waivable right you may have under applicable law to dispute an unauthorized transaction or billing error.

For disputes concerning a booked Package, you agree to first give Hisar Tour a reasonable opportunity to review the issue and provide supporting documents. If a payment dispute or chargeback is resolved in our favor, or results from a customer’s breach of these Terms, you remain responsible for the valid unpaid balance and reasonable, documented costs incurred in responding to the dispute or collecting the amount, to the extent permitted by law.

4. Prices, Taxes, Currency and Surcharges

Package prices are based on supplier rates, airfare, taxes, fuel charges, currency conditions, occupancy, availability, and government rules known when the package is priced. Before ticketing and final written confirmation, prices may change due to supplier increases, changes in taxes or fees, currency movements, airline fare changes, or government charges.

After full payment and final written confirmation, we will not increase the price except where an increase is caused by government taxes or fees, airline fuel surcharges, material currency changes, supplier-imposed charges outside our reasonable control, or an obvious billing/system error. Where a material increase applies, we will provide notice and reasonably available options consistent with supplier rules.

Unless expressly included on your invoice, package prices may exclude passport fees, vaccination or health requirements, optional upgrades, room-service charges, hotel incidentals, local tourism or city taxes, baggage fees, personal expenses, and services not expressly listed as included.

5. Customer Responsibilities

You are responsible for providing accurate, complete, and current information for yourself and anyone you book for, including names exactly as shown on passports, dates of birth, contact details, travel documents, rooming choices, and any information required for travel or visa processing.

You must review your confirmation, invoice, tickets, visa, hotel vouchers, and other documents immediately upon receipt and notify us in writing of any error. You are responsible for losses caused by incorrect information, late review, delayed responses, or failure to provide requested documents by stated deadlines.

You must comply with the laws, customs, health requirements, immigration rules, airline conditions, hotel rules, Saudi regulations, group schedules, and reasonable directions of Hisar Tour staff, group leaders, imams, local guides, and suppliers. You are responsible for fines, penalties, losses, or costs caused by your conduct, false declaration, prohibited items, visa overstay, non-compliance, or damage to property.

6. Passports, Visas, Entry Requirements and Saudi Regulations

Hisar Tour may assist with document review and visa-related processing, but visa issuance, entry permission, Nusuk access, Hajj eligibility, airline boarding, and admission to any country are controlled solely by the relevant authorities and suppliers. We do not guarantee visa approval, entry, Hajj permits, Rawdah appointments, airline boarding, or access to any site or service.

You are responsible for maintaining a passport valid for the required period, typically at least six months after return where required, and for providing all requested documentation on time. You are also responsible for confirming your own eligibility for travel, visa, vaccination, health, immigration, transit, and residency requirements.

If your journey is cancelled, delayed, denied, or disrupted because of missing, inaccurate, late, invalid, or incomplete documents; a visa or entry refusal; a government decision; or your failure to comply with applicable rules, the cancellation and supplier rules apply. Hisar Tour is not responsible for resulting loss, penalties, or missed travel services.

Umrah and Hajj visa holders must comply with Saudi laws and the conditions of their visas. Any overstay, unauthorized travel, or violation may lead to serious penalties. You agree to reimburse Hisar Tour for reasonable, documented fines, charges, losses, or costs imposed on us as a result of your own breach or misconduct.

7. Hajj, Nusuk and Government-Controlled Programs

Hajj programs are subject to Saudi government regulations, quotas, Nusuk or other authorized-platform rules, permits, timings, camp assignments, transportation systems, and provider terms. These requirements may change before or during the journey.

Where a Hajj booking is made through Nusuk or another Saudi-authorized platform, that platform’s mandatory terms, payment rules, cancellation policy, and governmental requirements apply. Hisar Tour may provide guidance and support within the scope authorized by the applicable program, but does not control Saudi government systems, allocations, appointments, camp placement, transport schedules, or platform decisions.

8. Flights, Ground Transportation and Supplier Services

Airlines, hotels, transportation companies, visa processors, insurance providers, and other suppliers are independent contractors. Hisar Tour arranges or facilitates services but does not own or control their operations unless expressly stated otherwise.

Airline schedules, aircraft, routes, baggage limits, meals, seating, delays, cancellations, re-routing, denied boarding, and ticket rules are controlled by the airline. Even a flight promoted as direct or non-stop may be changed by the airline. We will reasonably assist with supplier communications when practical, but compensation or remedy is governed by the applicable supplier’s rules and applicable law.

Customers must arrive at the airport, meeting point, hotel lobby, bus, train, and group gathering points at the announced time. No refund is due for a missed departure, late arrival, no-show, or missed transfer caused by the customer.

9. Hotels, Rooming, Walking Distance and Itineraries

Hotels, room types, views, bed configurations, hotel blocks, elevators, meal service, and proximity are subject to supplier confirmation, local conditions, and availability. Hotel names displayed as “or similar” are planned accommodations, not unconditional guarantees. If substitution is required, we may provide a hotel of reasonably comparable standard, category, service level, and practical location, taking into account availability and local conditions.

Walking-distance estimates are approximate and may change due to entrance access, road closures, crowd-control measures, weather, personal mobility, traffic, construction, or the route actually used. A package requiring a shuttle or scheduled transport will be identified as such in the package details or final itinerary. Hotel star classifications are local supplier classifications and may differ from U.S. expectations.

Quad, triple, double, and single room pricing is based on the stated occupancy. Customers who request shared occupancy authorize Hisar Tour to try to arrange same-gender roommates where possible. If appropriate roommates are not available, customers may be required to pay the price difference for a different room category or accept an available alternative.

Itineraries, ziyārah, optional additional Umrahs, seminars, meal times, and group activities are subject to schedule, access, weather, health, crowd-control, safety, and operational conditions. Guided historical visits and optional additional group Umrahs are not guaranteed and may be changed, cancelled, or replaced where reasonably necessary.

10. Religious Guidance and Group Support

Hisar Tour may provide scholar-guided group support, educational sessions, group leaders, and practical coordination. Guidance is offered to support the group journey and does not guarantee personal availability at all times, individualized religious rulings, or a particular spiritual outcome.

Participants with personal religious, health, or mobility questions should seek appropriate individual advice from a qualified professional or scholar. Participation in optional activities is subject to your health, the group schedule, Saudi regulations, and the instructions of the responsible group leader or scholar.

11. Health, Accessibility and Travel Insurance

Umrah and Hajj may involve substantial walking, crowds, heat, delays, stairs, uneven surfaces, and changes in schedule. You are responsible for assessing whether you are medically and physically able to travel and participate. Please disclose mobility needs, wheelchair needs, dietary needs, or other relevant assistance requests before booking or as soon as known.

We will use reasonable efforts to communicate disclosed needs to relevant suppliers and coordinate practical support where available. However, unless expressly agreed in writing, Hisar Tour does not provide personal nursing, medical care, continuous mobility assistance, attendants, or guaranteed accessible facilities. Medical decisions and emergency treatment are the responsibility of the traveler and relevant medical providers.

Travel insurance is strongly recommended, including coverage for trip cancellation/interruption, emergency medical treatment and evacuation, baggage, and personal liability. Hisar Tour does not provide insurance advice and is not responsible for losses that could have been covered by travel insurance.

12. Changes, Cancellations and Refunds Requested by the Customer

All cancellation requests must be made in writing. A cancellation becomes effective only when acknowledged in writing by Hisar Tour. Package-specific cancellation terms on your invoice or confirmation control where they differ from this section.

12.1 Group and Ramadan Packages

• More than 30 days before departure: the deposit is forfeited. Any additional payments may be refundable only to the extent Hisar Tour actually recovers funds from suppliers, less non-recoverable supplier charges, processing costs, and any stated administrative charges.
• 30 days or fewer before departure: the package is generally non-refundable because supplier commitments, ticketing, rooms, transport, and group arrangements are typically non-recoverable or cannot be resold. If Hisar Tour later receives a refund from a supplier for unused services, we will remit the recoverable amount to you after deducting lawful, documented non-recoverable charges and applicable processing costs.

12.2 Individual and customized arrangements

Customized arrangements are subject to the cancellation, change, fare, and refund rules of each supplier. Most deposits, airline tickets, hotel blocks, visa-related charges, and customized services may be non-refundable or carry change fees.

12.3 No-shows and unused services

No refund is due for no-shows, late arrivals, early departures, voluntary itinerary changes, unused hotel nights, meals, transfers, tours, or activities, except to the limited extent a supplier actually returns funds to Hisar Tour for the unused service.

Any approved credit, transfer, name change, or rebooking is at Hisar Tour’s discretion and remains subject to supplier rules, availability, fare differences, deadlines, and administrative charges.

13. Changes or Cancellations by Hisar Tour or Suppliers

We may modify, substitute, re-route, reschedule, or cancel a Package when reasonably necessary because of airline changes, hotel availability, operational conditions, safety, crowd controls, government directives, weather, security conditions, public-health measures, supplier changes, force majeure, or other circumstances beyond our reasonable control.

Where we make a material pre-departure change within our reasonable control, we may offer a reasonably comparable alternative, a credit, or a refund of amounts received by us less non-recoverable supplier costs, as permitted by applicable law. We are not responsible for incidental expenses, separately booked services, lost wages, visa costs, or consequential losses unless required by law.

14. Luggage and Personal Property

You are responsible for your luggage, passports, medication, money, electronics, valuables, and personal belongings at all times. Airline baggage policies, allowances, and fees apply. We recommend labeling all baggage, using hotel safes where available, carrying essential medication in hand luggage, and maintaining travel insurance.

Hisar Tour is not liable for loss, theft, damage, or delay of personal property except to the extent caused directly by our own negligence and not otherwise excluded by applicable law.

15. Conduct, Safety and Refusal of Service

All participants must behave respectfully toward fellow pilgrims, staff, suppliers, local residents, and authorities. We may refuse a booking, remove a participant from an activity, or terminate participation without refund where a person is reasonably believed to be disruptive, abusive, threatening, intoxicated, violent, unsafe, non-compliant with lawful instructions, in breach of local law, or likely to endanger themselves or others.

In such cases, the participant is responsible for all additional lodging, transportation, return travel, fines, damages, and other costs. Hisar Tour may also decline or cancel a booking because of suspected fraud, sanctions or legal restrictions, material breach of these Terms, non-payment, or abusive communications.

16. Limitation of Liability and Force Majeure

To the maximum extent permitted by law, Hisar Tour is not liable for acts, omissions, negligence, delays, cancellations, service failures, injuries, illnesses, losses, or defaults of independent suppliers, including airlines, hotels, transport providers, visa processors, local operators, government authorities, or other third parties.

To the maximum extent permitted by law, Hisar Tour will not be liable for indirect, incidental, special, punitive, or consequential damages; loss of enjoyment; emotional distress; missed opportunities; lost profits; or expenses arising from circumstances outside our reasonable control.

Except where liability cannot legally be limited, Hisar Tour’s total aggregate liability for any claim relating to a Package will not exceed the amount actually paid to Hisar Tour for the affected portion of that Package.

“Force Majeure” includes events beyond our reasonable control, such as war, terrorism, civil unrest, government action, border closures, visa restrictions, pandemics, outbreaks, quarantines, natural disasters, extreme weather, fire, labor disruptions, transportation interruptions, technical failures, power outages, communications failures, or supplier insolvency. In a Force Majeure event, we may alter, postpone, or cancel services and will reasonably assist with available supplier credits or recoveries, but we do not guarantee a refund or outcome that is not provided by the relevant supplier or required by law.

17. Indemnification

To the extent permitted by law, you agree to defend, indemnify, and hold harmless Hisar Tour and its officers, employees, agents, and affiliates from claims, damages, fines, penalties, losses, and reasonable legal or collection costs arising from your breach of these Terms, unlawful conduct, false or incomplete information, damage you cause, failure to comply with visa or travel rules, or claims by travelers you booked for and represented that you were authorized to bind.

18. Privacy, Communications and Marketing

We process personal information in accordance with our Privacy Policy. You authorize us to use and share your information with suppliers, government authorities, and service providers as reasonably necessary to arrange travel, process documents, provide support, and comply with legal obligations.

We may contact you by phone, email, SMS, WhatsApp, or other messaging services regarding your inquiry, booking, payments, documents, operational updates, safety notices, and travel arrangements. Marketing messages are sent only where permitted by law and subject to any consent requirements. You may opt out of promotional communications by following the applicable instructions or contacting us; essential transaction and travel communications may still be sent.

19. Complaints and Resolution During Travel

If an issue arises during travel, you must notify the relevant Hisar Tour representative or local contact promptly so that we have a reasonable opportunity to investigate and address it. A written claim must be submitted within 30 days after your return date and include the booking reference, a clear description of the issue, and supporting documents where available.

Failure to notify us promptly may limit our ability to remedy the issue, but does not waive rights that cannot be waived under applicable law.

20. Governing Law and Dispute Resolution

These Terms and any dispute arising from them are governed by the laws of the State of New Jersey and applicable U.S. federal law, without regard to conflict-of-law principles, except where another law must apply.

Before filing a legal claim, the parties agree to make a good-faith effort to resolve the issue informally for at least 30 days after written notice. To the extent permitted by law, any court proceeding must be brought in the state or federal courts located in New Jersey, and each party consents to that venue and jurisdiction. Nothing in this section limits a consumer right that cannot be limited by law.

21. General Provisions

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain effective and the invalid provision will be enforced to the maximum extent permitted by law. Hisar Tour’s failure to enforce a provision is not a waiver of that provision or any other right.

We may update these Terms from time to time. The version provided with, linked to, or incorporated into your booking at the time of booking will apply to that Package unless a later change is required by law or a government/platform rule. You may not transfer your rights or obligations without our written consent. We may assign our rights or obligations in connection with a merger, reorganization, sale, or transfer of business assets.

22. Customer Acknowledgment