Terms & Conditions

Terms and conditions for Kaaba travel

Bank Account Details:

• For passengers who are required to deposit cash into our bank account, may do so before 04:00 PM (On all weekdays) and before 02:00 PM (On Saturdays), as payment(s) deposited after the specified hours, may not reflect into our account on the same day, and as a result of which any fare and tax difference would need to be borne by the passenger(s). Please note that the ticket(s) can only be issued on receipt of a full payment received at our end, within the due date and time.  
• Please note that as certain corresponding banks do not credit the payments made online, on the very same day, hence please confirm the relevant information with your bank, prior to initiating any online transfers. Please note that the fare quoted, can only be honored upon receiving the funds in full.  
• Please note that Bank deposits / online transfers are only credited on weekdays and not on weekends or any other national or gazette holidays.

Additional Information 

Please also use the below link to complete the formalities if you are traveling to the USA. 

https://esta.cbp.dhs.gov/esta 

The Small print… 

• All ticket(s) booked through us are non-changeable and non-refundable.  
• All upfront deposits are non-refundable.  
• Please note that refunds are normally processed within 1-6 months after the request. Refunds will not be paid out until the same has been received from the relevant airline / supplier. 
• 6 weeks after your refund has been initially processed the refund will be paid back to the customer If:
                       There is no issue with your refund from the airline, unless the airline reports that the ticket has been used or there is any other circumstance under which you may not be eligible for a refund. 
• An email requesting that the payment is released is sent to refundstatus@flightcatchers.comafter the initial 6-week period mentioned above. 
• The payment method for the refund is the same as the payment method initially used to make    the booking. 
• Cancellations / Refunds are subject to the guidelines / restrictions imposed by the airline company less our administration charge. Please note that refunds are normally processed within 1-6 months after the request. Refunds will not be paid out until the same has been received from the relevant.   
• All changes / amendments are subject to fare restrictions / availability of seats at the time of making an amendment.  
• All quotes are subject to availability and are not guaranteed, until the ticket(s) have been issued, irrespective of the fact that the full payment has been made, as airline fares and seat availability changes on an ongoing basis. Please note that ticket(s) are generally issued within 48-72 hours, on receipt of a full payment, however wherein the travel date is on the following day, the ticket(s) are issued and sent across within 12-24 hrs. If you do not receive your tickets within these time periods, please contact us straightaway.  
• As airline carriers prefer e-ticket as the most preferred mode of travel, hence no paper ticket(s) will be issued.  
• Passenger(s) are requested to re-confirm their booking(s) with either the travel agency / airline company 72 hrs. prior to the flight departure time to obtain information about last minute changes, irrespective of the guidelines of the airline company.  
• Passenger(s) are advised to check-in at least 3 hours prior to the flight departure time (for International Flights) and 2 hours prior to the flight departure time (for Domestic Flights).  
• Please note that it is your responsibility to ensure that all your travel documents are correct and good to travel with. This includes your e-ticket, passport, visa (if required), travel insurance (if required) and any additional travel document(s).  
• We accept no liability in the event that you are denied boarding or refused entry into any country due to your failure to carry the correct passport, visa, or other required documents, or due to any changes in entry policies imposed by the airline, authorities, or the destination country. 
• Travelers must ensure that their passport is valid for at least 6 months, from their return date of travel.  
• Visa process may take up to two weeks. Please note that we hold no responsibility for any delays or refusals by the Saudi authorities for any reason. It is important to understand that the visa fee is strictly non-refundable under all circumstances. 
• Visa prices are subject to the rates applicable at the time of issuance. If there are any changes in the visa fee, you will be responsible for covering the difference. We do not hold any liability for such changes. 
• Umrah package once booked and confirmed after receiving the payment is non-changeable and non-refundable 
• If you have purchased a visa only or booked a package with us without including transfers, and it is found that you are using NUSUK-provided transfers, we reserve the right to charge you for the transfer cost along with an applicable penalty. 
• Please note that we are not responsible if you miss your flight, are denied boarding for any reason, or encounter any issues related to your flight. In such cases, you must address the matter directly with the airline at the check-in counter. 
• While all our efforts will be made to meet passenger requirements, sometimes an alternate hotel with similar type of rooms may have to be offered any rate difference to be charged accordingly. 
• 2 Childs below 6 years can be accommodated free with Parents room but you have to pay for the breakfast directly to hotel 
• We will try its utmost to meet the departure / arrival dates of transportation and accommodation requirements by the customer, but reserves the right to make minor adjustments due to availability constraints. 
• Rooms, Rates and airfares are subject to availability and the same may change at time of booking. 
• We hold no responsibility if any supplier changes your hotel after confirmation due to any reason. 
• We accept no liability If there is any new law or tax implemented by the Saudi authorities, passengers must need to comply with that. 
• If you are not satisfied with the accommodation pre-reserved by your travel consultant, please understand that any issues related to hotel room conditions, property standards, any extra service (Shuttle) or amenities must be addressed directly with the hotel management. As we book the accommodation on your behalf, we do not hold any liability for the property’s standards or amenity-related concerns. However, if there are any issues during the hotel check-in process, you are welcome to contact us, and we will take responsibility for resolving the matter. Beyond the check-in, we do not have the authority to intervene in property-related standards or services. 
• If you have booked your package under specific payment terms, please ensure that you receive a written payment plan from your agent via email. We will then share this plan with our hotel and flight issuance partners. However, in the event of high booking demand or a risk of overbooking, our partners may request that payment be made earlier than originally scheduled. In such cases, we kindly ask for your cooperation, as this is necessary to secure your booking and protect it from any potential changes or cancellations. 
• We are not responsible for third-party services (transfers, guides, or tours). While we arrange and ensure their availability, we do not guarantee the quality or performance of these services. 
• Passenger(s) travelling to The United States of America would need to apply for an ESTA Visa by visiting the U.S. Government website at: https://esta.cbp.dhs.gov/esta.   
• All business-to-business transactions carried out on a credit card would attract a surcharge of 2% for over and above the amount (which in case of a refund would be non-refundable), however transactions carried out on a debit card, would be free from any surcharge. It may also be noted that documents such as copies of passport(s) / card(s) through which the payment was made could be requested, against unsuccessful / unauthorized payments, in order to verify the genuinity of the cardholder.  
• By responding to this e-mail correspondence, you confirm to have accepted & understood, all the terms and conditions that govern your booking with us.  

To see full Terms and Conditions: https://polani.co.uk/term-conditions.html 

Note: Any changes to these terms and conditions should only be accepted in writing from a member of our management team. 

Please reply to this e-mail confirming that this is the itinerary that you require, you have checked all the details and you have read and understood the full terms and conditions of your booking. You also accept responsibility for the validity of your travel documents including valid passports, visas and health requirements. Please accept this as authorization to proceed with my reservation. 

THIS QUOTATION IS ONLY VALID UPON RECEIPT OF A DEPOSIT OR FULL PAYMENT UNLESS OTHERWISE SPECIFIED.  

Dear Customer, 
 
We would be grateful if you can spare sometime and send us your reviews about the service you have been provided. 
 
This will enable us to improve the quality of our service. 
 
Please Email us at feedback@polani.co.uk  
 
Thank you for using Polani Travel T/a Kaaba Travel.