Terms & Conditions

Welcome to Hamara Umrah. By using our platform to browse, book, or manage Umrah packages, you ("Client", "Pilgrim", or "User") agree to the following terms.

1. Our Role as a Marketplace

Hamara Umrah is a technology platform connecting you with third-party Umrah Travel Agencies ("Providers"). The contract for your Umrah package is directly between you and the Provider Agency you choose.

2. User Responsibilities

• Account Accuracy: Provide truthful and accurate information (name, passport details, etc.).
• Travel Documents: Ensure your passport is valid and meet all health/entry requirements for Saudi Arabia.
• Compliance: Follow the laws and regulations of Saudi Arabia during your pilgrimage.

3. Bookings and Payments

• Booking Finalization: Booking is confirmed once the Provider accepts it and required payment is verified.
• Payment Methods: Secure online payments or manual transfers are supported.
• Fraud Prevention: Uploading fake payment screenshots or fraudulent documents may result in immediate account termination and legal action.

4. Cancellations and Refunds

• Policy Visibility: Each Agency sets its own cancellation policy, displayed on package pages.
• Refund Process: Refunds are processed based on Agency policy. Hamara Umrah acts as a mediator but does not guarantee full refunds unless allowed by Agency policy.

5. Disputes with Providers

• First try to resolve via in-app chat.
• If unresolved, use "Raise a Dispute" in the App for mediation by our support team.

6. Prohibited Activities

• Do not use the platform for fraudulent or illegal purposes.
• Do not circumvent the platform to book directly with Agencies.
• Do not harass or abuse Agency staff via chat.

7. Limitation of Liability

• Hamara Umrah is not liable for delays, cancellations, or service failures caused by the Travel Agency.
• Not responsible for visa rejections by government authorities.
• Not responsible for personal injury, loss, or damage during your journey.

8. Contact for Support