Introduction
Welcome to Ashraff Hajj Group (“Company,” “we,” “us,” “our”). By accessing or using Website URL and/or booking any Hajj, Umrah, or Ziyarat services, consent is deemed to these Terms and Conditions (“Terms”). If not agreeable, discontinue use immediately. These Terms incorporate our Privacy Policy and Disclaimer and are governed by the laws of India, subject to jurisdiction as stated below.
Definitions
    •    “Client,” “traveler,” or “participant” means the individual or entity purchasing or using services.
    •    “Services” include pilgrimage tour packages, transportation, accommodation, visa assistance, guidance, and related arrangements.
    •    “Website” means Website URL and any subdomains.
Cookies and website use
The Website may use cookies to enable functionality, preferences, analytics, and security. Continued use implies consent per our Privacy Policy. Certain features may not function without cookies.
Intellectual property
All content on the Website (text, graphics, logos, icons, images, video, layout, code) is owned by or licensed to the Company. Personal, non‑commercial viewing is permitted. The following are prohibited without prior written consent:
    •    Republish, sell, rent, sub‑license, reproduce, duplicate, copy, or redistribute content.
    •    Use trademarks, logos, or brand assets, except under a separate written license.
User content and comments
Where commenting, reviews, forms, or uploads are enabled, the Company does not pre‑moderate. Users are solely responsible for their submissions. Do not post unlawful, defamatory, obscene, infringing, or privacy‑invading content, or solicit illegal activity. By submitting content, a non‑exclusive, worldwide license to host, display, reproduce, and edit it for Website and marketing purposes is granted. The Company may remove content that breaches these Terms.
Hyperlinking policy
Organizations that may link to the Website without prior written approval: government agencies, search engines, news organizations, and online directory distributors linking in the ordinary course. Links must not be deceptive or imply sponsorship or endorsement. Other organizations may request linking permission by emailing legal/compliance email. Use of our corporate name, exact URL, or contextually accurate descriptions is allowed; logo use requires a written trademark license. iFrames or visual framing that alters presentation is prohibited without prior written consent.
Booking terms
    •    Eligibility: The Client must be at least 18 years old and legally capable to contract. For groups, the signatory confirms authority for all travelers.
    •    Information accuracy: Names must match passports; the Client is responsible for accurate details, documents, and timely submissions.
    •    Special needs: Disclose mobility, medical, dietary, or assistance needs at booking. Reasonable efforts will be made, but cannot be guaranteed in all destinations.
    •    Religious nature: Itineraries may include religious activities; participation is voluntary, and modesty and local etiquette must be respected.
Payments and deposits
    •    Deposit: A non‑refundable deposit of ₹ amount or % per person is due at booking to secure arrangements.
    •    Balance: Full payment due by X days before departure. Bookings within X days require full payment at booking.
    •    Methods: Accepted methods are UPI/NEFT/RTGS/credit card/cash with applicable surcharges, if any.
    •    Currency: Prices are quoted in INR unless stated otherwise and may be subject to forex fluctuations, taxes, and supplier changes until paid in full.
Pricing and inclusions
Package inclusions and exclusions are specified in the itinerary/quotation. Unless expressly included, prices exclude personal expenses, PCR/medical tests, vaccinations, insurance, seat selection, excess baggage, room service, porterage, and any costs due to delays, force majeure, or regulatory actions.
Visas, passports, and compliance
    •    The Company provides assistance for visa processing for Hajj/Umrah/Ziyarat where applicable; issuance is at the sole discretion of the relevant authorities.
    •    The Client must maintain a passport valid at least 6 months beyond travel dates and comply with vaccination, biometrics, and health requirements (e.g., meningococcal, other mandated vaccines).
    •    Failure to obtain visas or comply with regulations does not entitle a refund beyond the stated cancellation policy.
Changes, substitutions, and cancellations by client
    •    Change requests (dates, names, room types, airlines) are subject to availability, supplier rules, and change fees plus fare/price differences.
    •    Cancellation must be submitted in writing to cancellations email. The following charges apply per person, in addition to any non‑refundable supplier fees:
    •    On or after booking: loss of deposit.
    •    X–Y days before departure: - % of total.
    •    A–B days before departure: - % of total.
    •    Less than C days/no‑show: 100% of total.
    •    Partial cancellations in a shared room may trigger single‑room supplements for remaining travelers.
Changes and cancellations by company or suppliers
    •    The Company may alter itineraries, dates, services, or accommodations due to operational, safety, regulatory, or force majeure reasons. Reasonable alternatives of similar standard will be offered where possible.
    •    If a significant change or cancellation occurs before departure, options may include rebooking, credit, or refund limited to recoverable amounts after supplier deductions. No consequential damages are payable.
Transport and accommodation
    •    Airlines, ground transport, and hotels are independent suppliers responsible for their services and safety standards. Seat/room preferences are requests only. Check‑in, baggage, and conduct policies apply per supplier rules.
    •    Triple/quad rooms may involve rollaway or shared bedding; exact bed configurations depend on hotel availability.
Health, safety, and conduct
    •    Clients must be fit to travel and disclose medical conditions. Carry sufficient personal medication and prescriptions.
    •    The Company and suppliers may refuse service to anyone whose behavior endangers safety, violates local laws or dress codes, or causes material disturbance; unused services are non‑refundable.
    •    Pilgrimage seasons involve large crowds, heat, and extended walking; plan accordingly.
Insurance
Comprehensive travel insurance is strongly recommended and may be mandatory for certain packages, covering medical expenses, personal accident, evacuation, trip cancellation/curtailment, baggage loss, and third‑party liability. The Client is responsible for verifying coverage adequacy.
Force majeure
The Company is not liable for failure or delay arising from events beyond reasonable control, including acts of God, epidemics, government orders, war, civil unrest, strikes, weather, technical failures, airspace closures, or pilgrimage quota changes. Additional costs due to such events are the Client’s responsibility.
Limitation of liability
To the maximum extent permitted by law, indirect, incidental, special, or consequential damages are excluded. Liability, if any, is limited to the amount paid to the Company for the affected service, excluding third‑party costs. Nothing excludes liability for death or personal injury caused by proven negligence, fraud, or any liability that cannot be excluded under applicable law.
Website availability and accuracy
Website content is provided “as is.” No warranty is given that information is current, complete, or error‑free, or that the Website will remain continuously available. Content may change without notice.
WhatsApp and communications
By contacting us via WhatsApp, phone, email, or forms, consent is provided to receive service messages and transactional updates. Marketing messages require separate consent and can be revoked via provided opt‑out methods.
Privacy
Personal data is processed per our Privacy Policy, including sharing necessary details with airlines, hotels, ground operators, insurance, and authorities for travel execution.
Fraud and anti‑abuse
Reservations made with stolen identities, chargebacks, or misrepresentation may be cancelled without refund and reported to authorities. The Company may refuse service at its discretion.
Governing law and jurisdiction
These Terms are governed by the laws of India. Subject to applicable consumer laws, exclusive jurisdiction lies with the courts at City/State, e.g., Bengaluru, Karnataka. For services performed abroad, local laws of service delivery may also apply.
Grievance and contact
    •    Legal/Compliance: legal email, +91 phone, postal address.
    •    Booking Support: support email, +91 phone.
Complaints should be submitted within 30 days of trip end with booking reference and supporting documents.
Amendments
The Company may update these Terms at any time by posting a revised version on the Website with an effective date. Continued use constitutes acceptance of changes.
Severability
If any provision is deemed invalid or unenforceable, the remaining provisions remain in full force. An enforceable term reflecting original intent will replace the invalid portion where permissible.
Entire agreement
These Terms, together with the itinerary/quotation, booking confirmation, waiver(s), and Privacy Policy, constitute the entire agreement for the services purchased and supersede prior communications.
Note: This draft is a general template and should be reviewed by a qualified lawyer to align with current Indian regulations, Saudi/Iraqi pilgrimage requirements, consumer protection rules, GST invoicing, ADR/ombudsman availability, and any state‑specific mandates.