Terms & Conditions

About us and our role

Qibla Gateway is a travel agency that arranges Umrah, Hajj, and related travel services. In most cases we act as an intermediary/agent between you and third-party suppliers: airlines, hotels, ground-transport companies, visa/Nusuk processors and local operators. Those suppliers provide the actual travel services, and their own terms and conditions apply in addition to these Terms.

Definitions

• "Booking" means a confirmed reservation for travel services arranged by the Agency.
• "Package" means a combination of two or more travel services (such as flights, accommodation, transfers or visa processing) sold together.
• "Supplier" means any third party providing a component of your travel.
• "Deposit" means the initial non-refundable payment required to secure a Booking.

Enquiries, quotes and contract formation

Quotes are estimates based on the information you provide and on availability and pricing at the time of the quote. A quote does not guarantee availability or price. A binding contract is formed only when we confirm your Booking in writing (by email) after receiving your required deposit or payment. You are responsible for checking that all names, dates and details on your confirmation are correct and for notifying us immediately of any errors.

Prices, taxes and fees

Prices are quoted per person unless stated otherwise and are typically based on shared (double, triple or quad) occupancy. Prices may change until your Booking is confirmed and paid, and may be affected by currency fluctuations, airline fare classes, hotel availability, government-imposed taxes or fees, and fuel or carrier surcharges. We will always confirm the final price in writing before you pay.

Payment terms

• A non-refundable deposit is required to confirm most Bookings; the amount is stated at the time of Booking.
• The balance is due by the date we specify (typically several weeks before departure). Failure to pay the balance on time may result in cancellation and loss of your deposit and any non-refundable amounts.
• We accept the payment methods stated at checkout. Payments are processed securely by third-party processors.
• You agree not to initiate a chargeback or payment dispute for charges validly incurred under these Terms; doing so does not affect supplier cancellation rules.

Passports, visas and travel documents

You are solely responsible for holding a valid passport (generally valid for at least six months beyond your travel dates) and for meeting all entry requirements. We assist with Umrah and Hajj visa and Nusuk permit processing, but the issuance, refusal, delay or revocation of any visa or permit is at the sole discretion of the relevant government authorities and is outside our control. We are not liable for losses arising from a visa denial, delay, or a document error caused by information you provided.

Health, vaccinations and fitness to travel

You are responsible for ensuring you are medically fit to travel and for meeting all health and vaccination requirements, including any meningitis (ACWY) or other vaccinations mandated by Saudi authorities. We recommend consulting your physician and the latest official guidance. Please tell us of any medical condition, disability or mobility need in advance so we can try to accommodate it, though we cannot guarantee suppliers will be able to meet every request.

Changes requested by you

If you wish to change your Booking after confirmation (for example, dates, names, hotels or room type), we will try to accommodate you, but changes are subject to availability and to supplier amendment fees plus any difference in price. Name changes on airline tickets are often treated as cancellations and re-bookings by the airline.

Changes or cancellation by us

Occasionally we or our suppliers must change a Booking (for example, a hotel of the same or higher standard, a flight schedule change, or an itinerary adjustment). We will notify you of significant changes as soon as reasonably possible. If we must cancel your Booking for reasons within our control and not caused by you or by Force Majeure, we will offer you a comparable alternative where possible or a refund of amounts paid for the affected services, less any non-refundable supplier costs.

Our role as agent and supplier terms

Where we act as agent, your contract for each travel service is with the relevant Supplier, and that Supplier's terms and conditions (including their limitations of liability and international conventions such as the Montreal Convention for air travel) apply. We are not liable for the acts, omissions, delays, cancellations, overbooking, insolvency or default of any Supplier, though we will assist you in dealing with them.

Travel insurance

We strongly recommend that you purchase comprehensive travel insurance covering trip cancellation and interruption, medical expenses and emergency repatriation, baggage, and other risks, at the time of Booking. Some services and destinations may require it. You travel without adequate insurance at your own risk.

Force majeure

We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including but not limited to: acts of God; war, terrorism or civil unrest; epidemics or pandemics; government actions, border closures, visa suspensions or changes to Hajj/Umrah quotas or regulations; strikes; natural disasters; extreme weather; or transport or supplier disruption (collectively, ‘Force Majeure’). In such cases our and our suppliers' cancellation and refund terms, and any applicable government rules, will govern what refunds or credits are available.

Limitation of liability

To the fullest extent permitted by law, our total liability to you arising out of or in connection with any Booking or these Terms shall not exceed the total amount you paid to us for the affected services. We are not liable for indirect, incidental, special or consequential losses, or for loss of enjoyment, opportunity or profit. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

Indemnification

You agree to indemnify and hold harmless the Agency and its officers, employees and agents from any claims, losses, damages, fines or expenses (including reasonable legal fees) arising from your breach of these Terms, your violation of any law or the rights of a third party, or inaccurate information you provided.

Conduct and religious observance

Pilgrimage travel is subject to the laws, customs and religious regulations of the Kingdom of Saudi Arabia. You agree to comply with all such laws and with reasonable instructions from our staff and local guides. We may decline service or end participation, without refund, for conduct that is unlawful, endangers others, or seriously disrupts a group.

Website content and intellectual property

All content on https://qiblagateway.com, including text, logos, images and design, is owned by or licensed to Qibla Gateway and is protected by intellectual-property laws. You may not copy, reproduce or use it without our written permission. While we work to keep information accurate, prices, availability and package details may change and are not guaranteed until confirmed in writing.

Complaints and dispute resolution

If a problem arises during your trip, please raise it immediately with our on-the-ground team or with us so we can try to resolve it. If you remain dissatisfied, submit a written complaint to info@qiblagateway.com within 30 days of your return, and we will investigate and respond. The parties agree to attempt to resolve disputes amicably and in good faith before pursuing formal proceedings.

Governing law and jurisdiction

These Terms are governed by the laws of the State of California, United States, without regard to its conflict-of-laws rules. Subject to any mandatory consumer-protection rights and any Seller of Travel requirements, the state and federal courts located in California shall have jurisdiction over any dispute, unless the parties agree to binding arbitration in writing.

General

If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect. Our failure to enforce a provision is not a waiver of it. These Terms, together with your confirmation and our Privacy and Refund policies, constitute the entire agreement between us. You may not transfer your Booking or these Terms without our consent.

Contact

Questions about these Terms? Contact Qibla Gateway at info@qiblagateway.com or +1 (916) 299-3388.