PRIVACY POLICY
Effective date: DD MMM YYYY
Entity: Ashraff Hajj Group (“Company”, “we”, “us”, “our”)
Website: Website URL
Contact: privacy@domain.com, +91 number, full postal address
    1.    Consent and scope
By using the Website, contacting us, or booking any service, consent is provided to the collection, use, storage, and disclosure of personal data as described here. If not agreeable, discontinue use of the Website and services.
    2.    What we collect
    •    Identity  name, gender, date of birth, nationality, passport details, photos, visa data.
    •    Contact  mobile/telephone, email, residential and mailing address, emergency contact.
    •    Travel  itinerary choices, rooming preferences, special assistance needs, companions’ details (shared with their consent).
    •    Transaction  order history, invoice details, UPI/NEFT references, masked payment tokens from payment gateways.
    •    Technical  IP address, device identifiers, browser type, time zone, pages viewed, cookies and similar technologies.
    •    Communications  queries, feedback, reviews, support tickets, call/WhatsApp/email records as permitted by law.
    •    Marketing preferences: newsletter opt-ins, campaign interactions.
    3.    Children
Services target adults. If a minor’s data is required for travel, consent should be provided by a parent/guardian; such data is processed strictly for travel execution.
    4.    Why we use data (lawful purposes)
    •    Provide and manage bookings, payments, tickets, visas, hotels, ground transport.
    •    Identity verification, fraud prevention, and regulatory checks.
    •    Customer support, alerts on itinerary/operational changes, and service communications.
    •    Improve Website performance, safety, and user experience.
    •    Marketing with consent, with opt-out available at any time.
    •    Legal compliance, dispute handling, and record-keeping.
    5.    Cookies and tracking
We use essential, performance, and analytics cookies. Browser settings can restrict cookies; essential cookies are needed for core features. Some analytics may use aggregated or pseudonymized data.
    6.    Sharing your data
We share only what is necessary with:
    •    Airlines, hotels, ground operators, visa facilitation partners, insurance providers, payment gateways.
    •    IT and security vendors, cloud hosting, communications providers.
    •    Government authorities, law enforcement, or regulators as required by law.
    •    Successors in interest (e.g., mergers/reorganizations) under contractual safeguards.
We do not sell personal data.
    7.    International transfers
Where services require it, data may be transferred to or processed in other countries (e.g., Saudi Arabia, Iraq). Safeguards include contractual protections and transfer mechanisms allowed under applicable law.
    8.    Data security
We apply administrative, technical, and physical controls, access restrictions, encryption in transit where feasible, and vendor assessments. No system is 100% secure; residual risk cannot be eliminated.
    9.    Data retention
Data is retained for the period needed to fulfill bookings, provide support, comply with tax and legal obligations, and resolve disputes; thereafter it is deleted or anonymized.
    10.    Your rights
Subject to applicable law, rights may include access, correction, deletion, restriction, objection to processing/marketing, and data portability. Requests: privacy@domain.com. Identity verification may be required.
    11.    Marketing choices
Unsubscribe links are provided in emails/WhatsApp broadcasts. Transactional messages relating to bookings may continue.
    12.    Third-party links and plugins
External sites or widgets (including maps, payment gateways, chat tools) have independent policies. Review their privacy terms before use.
    13.    WhatsApp and calls
Contact via WhatsApp or phone may be logged for service quality and compliance. Marketing over WhatsApp is consent-based and revocable.
    14.    Grievance redressal
Grievance Officer: Name, title
Email: grievances@domain.com
Address: full address
Phone: +91 number
Response timeline: typically within 15 business days.
    15.    Changes to this Policy
Updates will be posted with a new effective date. Continued use constitutes acceptance of the updated Policy.
CANCEL AND REFUND POLICY
Effective date: DD MMM YYYY
Applies to Hajj, Umrah, and Ziyarat packages and related services booked with Ashraff Hajj Group.
    1.    Booking and payments
    •    Deposit: Non‑refundable deposit of ₹ amount or % per person at booking to secure services.
    •    Balance due: X days before departure; bookings within X days require full payment at booking.
    •    Prices: Quoted in INR unless noted; subject to taxes, surcharges, and forex changes until fully paid.
    2.    Client cancellations
Cancellations must be emailed to cancellations@domain.com from the registered address. Per‑person charges apply in addition to any non‑refundable supplier costs (airlines, hotels, visas, service fees):
    •    From booking to 30+ days before departure: loss of deposit.
    •    15–30 days before departure: 50% of total package cost.
    •    <15 days or no‑show: 100% of total package cost.
Name/date changes are treated as cancellations by many suppliers and may incur full or change fees plus fare differences.
    3.    Company/supplier changes or cancellations
Operational, regulatory, or safety reasons may require changes to flights, hotels, itineraries, or dates. Reasonable alternatives of similar standard will be offered where possible. If a significant pre-departure cancellation occurs, options may include rebooking, credit, or refund limited to recoverable amounts after supplier deductions. No liability for consequential losses.
    4.    Visas and documentation
Visa issuance is at the sole discretion of authorities. Fees for processing, biometrics, or services rendered are non‑refundable, even if a visa is refused or delayed. Failure to meet documentation or health requirements does not entitle a refund beyond this policy.
    5.    Force majeure
No refunds or liability for events beyond reasonable control (e.g., acts of God, public health emergencies, civil unrest, governmental actions, travel bans, airspace closures, pilgrimage quota limits). Additional costs from such events are the traveler’s responsibility. Where possible, credits or rebooking assistance will be sought from suppliers.
    6.    Partially used services
No refunds for unused days, meals, transfers, activities, or voluntary trip discontinuation after departure.
    7.    Special conditions during Hajj season
Regulations and capacity constraints can cause last‑minute changes to transport timings, accommodation proximity, and tent allocations. Such adjustments are not faults and do not automatically qualify for refunds.
    8.    Refund method and timeline
Approved refunds are processed to the original payment method within 30 working days of written confirmation, subject to receiving corresponding funds from suppliers and banking timelines. Administrative charges and non‑refundable components are deducted.
    9.    Group rooming and single supplements
If a co‑traveler cancels in a shared room, the remaining traveler may need to pay a single‑room supplement or accept re-rooming based on availability.
    10.    Modifications and rescheduling
Change requests are subject to availability, supplier rules, and applicable charges. Fare and rate differences apply. Rescheduling due to client reasons follows the cancellation grid if suppliers treat it as cancellation.
    11.    Travel insurance
Comprehensive insurance covering medical, evacuation, baggage, trip cancellation/curtailment is strongly recommended and may be mandatory. Claims should be made with the insurer directly; policy excesses and exclusions apply.
    12.    How to cancel or request a refund
    •    Email: cancellations@domain.com with booking reference, passenger names, and reason.
    •    Phone support: +91 number for guidance; written email is still required to process.
    •    Office address for in‑person submissions: address.
Acknowledgment will be sent within  business days.
    13.    Governing law
These terms are governed by the laws of India, with exclusive jurisdiction at City/State. Consumer rights under applicable statutes remain unaffected.
Notes for implementation
    •    Replace placeholders, align the cancellation grid to actual supplier contracts, add Hajj‑specific tent/transport notes per current season, and ensure WhatsApp consent language matches current messaging practices.
    •    Post both policies on the website footer, add last‑updated dates, and link them in booking forms and email confirmations.
    •    Add explicit checkbox consent for Privacy Policy and Terms during online booking, with a link to the documents.