Terms & Conditions

These terms apply to Khayriyah Services, a company registered in England and Wales under company number 16931004. References to "we", "us" and "our" mean Khayriyah Services.

Our services are priced per group, as shown on our Packages page. Group size is 1-4 or 5-8 people. Prices are in GBP and may change before you book, but never after your booking is confirmed.

To book, select your service, date and time through our online booking page. Your booking is confirmed only once we have sent you an email confirmation and received payment of selected package.

What's included. Each service includes only what is listed on our Packages page. All services include hotel pickup and drop-off in Makkah and delivery in English, Somali or Arabic (please tell us your preference when booking).

What’s not included. We do not book or sell flights, hotels, visas or Umrah/Hajj permits (including Nusuk bookings). You must arrange these yourself and hold valid documents before your service date. We are not responsible for delays, cancellations or refusals relating to travel arrangements made through third parties, and we cannot refund services missed for that reason.

Group size. The group size you select must match the number of people who attend. If more people join on the day than you booked for, an additional charge will apply.

You can cancel or change your booking at any time by emailing admin@khayriyah.com or messaging us on WhatsApp. Your cancellation takes effect when we receive your message, and the refund is based on the time of that message, not the date of any earlier conversation.

Refunds are based on how far ahead of your service start time you cancel:

• More than 48 hours before: full refund
• Between 24 and 48 hours before: - 50% refund
• Less than 24 hours before, or no-show: no refund, because your guide or driver has already been scheduled for you.

Rescheduling. You may move your booking to another date once free of charge if you ask at least 48 hours before your service, subject to availability. Further changes, or changes made inside 48 hours, may be treated as a cancellation and a new booking.

Late arrival and missed pickups. Your guide or driver will wait up to [30] minutes at the agreed pickup point. If you are not there after that, the service may be treated as a no-show. For airport pickups, we track your flight and adjust for delays as long as you gave us the correct flight number. If you gave us the wrong details, we cannot guarantee the pickup.

Partial group cancellations. If some people in your group cancel, the price stays at the group tier you booked unless the remaining group size falls into a lower tier and you tell us at least 48 hours ahead. Any difference will be refunded.

Early departure or unused services. If you choose to end a service early or skip part of it, no refund is due for the unused portion.

Refunds. Refunds are paid to the original payment method within [7-14] days of us confirming your cancellation.

We reserve the right to make reasonable changes to the itinerary, accommodation, transport or programme where necessary due to circumstances beyond our control, or for operational reasons. We will notify affected travellers as soon as reasonably possible of any significant change.

If we need to cancel the trip in whole or in part, any refund due will depend on what we recover from third-party suppliers such as airlines and hotels. Amounts we recover will be passed on to you; costs already incurred that are not refunded to us are not refundable. We are not liable for costs you have separately arranged, such as travel insurance.

Some optional activities offered during the trip carry an inherent level of physical risk. Participation is voluntary, and by taking part you accept the associated risks. Please assess your own fitness and suitability beforehand. We are not liable for injury or loss arising from voluntary participation.

You are responsible for ensuring you are fit to travel, including the physical demands of Umrah rites. If you have a medical condition, please consult your doctor before booking and inform us at the time of booking so we can advise on any arrangements needed.

All travellers are expected to conduct themselves with respect and dignity throughout the trip, in keeping with the sanctity of the holy cities. We reserve the right to remove, without refund, any traveller whose behaviour is disruptive, disrespectful or harmful to others.

Our liability to you is limited to the total amount you paid for the trip. We are not liable for indirect or consequential losses, or losses caused by events outside our reasonable control. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or any liability that cannot be excluded by law.

We are not liable for any failure to perform our obligations where this results from circumstances beyond our reasonable control, including natural disasters, government action, pandemics, civil unrest or airline disruption. Where this occurs, we will take reasonable steps to find a suitable alternative and communicate with affected travellers promptly.

By booking with us, you consent to the collection and use of your personal data as described in our Privacy Policy. We handle your data in accordance with applicable data protection law.

We may update these terms from time to time. Changes will be published on this page with a revised date and will not affect bookings already confirmed at the time of the change.