Terms and Conditions

3.4 Price changes after booking confirmation

The price confirmed in your written booking confirmation is fixed at the time of confirmation, subject to the following exceptions: (a) airline fuel surcharges imposed after your booking date; (b) changes in government taxes or Saudi visa fees imposed after your booking date; (c) currency fluctuations that significantly affect our costs (in such cases, we will notify you before applying any increase exceeding 2% of your total package price).

3.5 Receipt of payment

UmrahLovers will issue a written payment receipt for every payment received. Keep your receipts. In the event of any payment dispute, receipts are the primary evidence of payment made.

4. What Is Included and Excluded

4.1 What is included

Your package includes only the services explicitly listed in your written booking confirmation. This may include some or all of the following, depending on your specific package.

• Saudi Umrah visa processing (subject to Saudi Embassy approval)
• Return flights as specified in your confirmation
• Hotel accommodation in Makkah and Madinah as specified
• Private airport transfer from King Abdulaziz International Airport, Jeddah to your Makkah hotel
• Private transfer from Makkah to Madinah
• Guided Ziyarah of Islamic sites in Makkah and Madinah (where included in your package)
• Bengali-speaking guide (where included in your package)
• 24-hour support from UmrahLovers’ Mecca office at Hujra Street, Mecca, Saudi Arabia
• Pre-departure Umrah training session (for all confirmed package bookings)

4.2 What is NOT included (unless explicitly stated in your confirmation)

• Meals beyond hotel breakfast where stated
• Ihram garments
• Personal spending, gifts, and shopping
• Travel insurance
• Zamzam water containers for returning home
• Nusuk app Rawdah slot booking (guidance provided, slot booked personally by pilgrim)
• Any services not listed in your written booking confirmation

4.3 Hotels

Hotel names shown in your confirmation are confirmed at the time of booking. Where a hotel is described as ‘or similar,’ UmrahLovers reserves the right to substitute an equivalent hotel at the same tier and at the same or closer distance from Masjid al-Haram or Masjid an-Nabawi in exceptional circumstances. We will notify you of any such change as soon as it is known.

4.4 Flights

Flight schedules and routes are subject to airline operational decisions and may change after your booking. UmrahLovers will notify you of any material flight changes as soon as we are informed. UmrahLovers is not responsible for delays, cancellations, or schedule changes made by airlines.

5. Visa Processing

5.1 Visa applications

UmrahLovers submits Saudi Umrah visa applications on your behalf through our licensed operator channel (Maqam portal) as a registered HAAB member. We are not the Saudi Embassy and we do not control visa approval decisions.

5.2 Your responsibilities for visa processing

• Providing accurate passport details and photographs meeting Saudi visa specifications
• Completing biometric enrollment via the Saudi Visa Bio app as required for Bangladeshi passport holders
• Providing a valid Meningococcal Meningitis (ACWY) vaccination certificate at least 10 days before travel
• Providing any additional documents required for your specific category (married couples: nikah certificate; minors: birth certificate and guardian documents)

5.3 Visa rejection

If your visa application is rejected by the Saudi Embassy, UmrahLovers will refund any visa processing fee paid to us that has not already been paid to the Saudi Embassy. UmrahLovers cannot refund Saudi Embassy fees that have been submitted and rejected. Deposits and package fees may or may not be refundable depending on the cancellation timeline and the reason for rejection. See Section 6.

5.4 2026 visa requirements

As of July 2026, Bangladeshi pilgrims must hold a valid Nusuk-issued digital permit in addition to their Umrah visa to enter Masjid al-Haram. UmrahLovers provides guidance on Nusuk registration and permit booking as part of our pre-departure briefing. You must enter Saudi Arabia within 30 days of visa issuance under the current Saudi regulations.

6. Cancellation and Refunds

6.1 Cancellation by you

If you wish to cancel your booking, you must notify UmrahLovers in writing by email to book@umrahlovers.com or by WhatsApp to +880 1901-468557. Cancellation is effective from the date UmrahLovers receives your written notification.

6.2 Non-refundable items regardless of cancellation timing

• Saudi Umrah visa fees paid to the Saudi Embassy
• Airline ticket change or cancellation fees charged by the airline
• Non-refundable hotel deposits already paid to the hotel
• The booking deposit as stated in your confirmation

6.3 Cancellation by UmrahLovers

If UmrahLovers cancels your booking for reasons within our control, we will offer you a full refund of all amounts paid to us, or the option to rebook on alternative dates. We will not charge any cancellation fee in this circumstance.

6.4 Cancellation due to force majeure

If UmrahLovers is forced to cancel or materially alter your booking due to force majeure events, including Saudi government suspension of Umrah visas, airline collapse, natural disasters, or pandemic restrictions, we will: (a) offer alternative dates where possible; (b) provide a credit note redeemable against a future booking; or (c) where a refund is possible after third-party costs are deducted, refund the recoverable amount. We cannot guarantee full refunds in force majeure circumstances due to costs already committed to third parties.

6.5 Refund processing time

Where a refund is due, UmrahLovers will process it within 14 working days of the cancellation confirmation. Refunds are issued to the same payment method used for the original payment.

7. Changes to Your Booking

7.1 Changes requested by you

If you wish to change your travel dates, hotel tier, or number of travelers after booking, contact us as early as possible at book@umrahlovers.com or +880 1901-468557. Changes are subject to availability and may incur additional charges, including airline change fees, hotel rate differences, and an administration fee. We will confirm the cost of any change in writing before proceeding.

7.2 Name changes

Name changes after visa submission are not possible. If a pilgrim cannot travel and a replacement traveler is required, this may be treated as a cancellation of the original booking and a new booking for the replacement. Contact us immediately if this situation arises.

7.3 Changes made by UmrahLovers

We reserve the right to make minor changes to your itinerary, hotel, or flight schedule where necessitated by circumstances outside our control. We define a minor change as one that does not materially affect the quality or cost of your package. If a major change is necessary, for example a change of hotel to a significantly lower tier or a change of departure date, we will notify you immediately and offer you the choice of: (a) accepting the change; (b) transferring to an alternative package of equivalent value; or (c) cancelling with a full refund of all recoverable amounts.

8. Your Responsibilities as a Pilgrim

8.1 Health and fitness

Umrah involves significant physical activity, including walking approximately 7 kilometres for Tawaf and Sa’i, standing for extended periods, and exposure to outdoor temperatures. You are responsible for assessing your own fitness to travel. UmrahLovers strongly recommends consulting a doctor before booking if you have any health condition that may be affected by travel to Saudi Arabia or by the physical demands of Umrah.

8.2 Vaccinations

You are responsible for obtaining all vaccinations required for travel to Saudi Arabia, including the mandatory Meningococcal Meningitis (ACWY) vaccination at least 10 days before arrival. UmrahLovers can provide guidance on where to obtain vaccinations in Dhaka, Chittagong, and Sylhet.

8.3 Conduct in Saudi Arabia

You are responsible for complying with all laws and regulations of the Kingdom of Saudi Arabia throughout your stay. This includes the specific conduct requirements at Masjid al-Haram in Makkah and Masjid an-Nabawi in Madinah. UmrahLovers is not liable for any consequences arising from your failure to comply with Saudi law.

8.4 Overstaying your visa

Your Saudi Umrah visa has a specific validity period. You must enter Saudi Arabia within 30 days of visa issuance (as of July 2026) and depart before your permitted stay expires. Overstaying your visa is a serious offence under Saudi law and may result in fines of up to SAR 50,000, deportation, and future entry bans. UmrahLovers is not responsible for consequences arising from you overstaying your visa.

8.5 Travel insurance

UmrahLovers strongly recommends that all pilgrims purchase comprehensive travel insurance that covers medical emergencies, repatriation, flight cancellation, and trip interruption. Travel insurance is not included in any UmrahLovers package unless explicitly stated. UmrahLovers is not liable for losses that adequate travel insurance would have covered.

8.6 Nusuk app and Haram permits

As of July 2026, a Nusuk-issued digital permit is required to enter Masjid al-Haram in Makkah. You are responsible for registering on the Nusuk app and booking your Tawaf permit. UmrahLovers provides full guidance on this process in our pre-departure briefing but cannot book this permit on your behalf as it requires your personal Nusuk account.

9. Limitation of Liability

9.1 What we are responsible for

UmrahLovers is responsible for arranging the services listed in your written booking confirmation to a reasonable standard. If any service fails due to our fault or the fault of our directly appointed suppliers, we will take reasonable steps to remedy the situation and, where appropriate, provide compensation proportionate to the disruption caused.

9.2 What we are not responsible for

• Visa rejections by the Saudi Embassy, regardless of the reason
• Flight delays, cancellations, or schedule changes made by airlines
• Hotel quality issues that do not amount to a material downgrade from the confirmed tier
• Events or disruptions caused by the Saudi government, including suspension of Umrah visa issuance, restricted access to Masjid al-Haram, or changes to Hajj and Umrah regulations
• Loss, theft, or damage to your personal property during the trip
• Personal injury, illness, or death during the trip not caused by our direct negligence
• Delays or disruptions caused by force majeure events
• Consequences of overstaying your visa or breaking Saudi law
• Spiritual or devotional outcomes of your Umrah or Hajj journey

9.3 Maximum liability

Where UmrahLovers is found to be liable for a service failure, our maximum liability is limited to the total amount you paid to UmrahLovers for the specific service that failed. We are not liable for indirect losses, loss of earnings, or consequential damages.

10. Complaints

10.1 During your trip

If any problem arises during your Umrah or Hajj trip, contact our Mecca office immediately on +880 1901-468557 or our Dhaka office on the same number. We will make every effort to resolve the issue on the ground. Failure to report a problem during the trip may limit your ability to seek compensation after your return.

10.2 After your return

If you wish to make a formal complaint after your return to Bangladesh, contact us in writing at book@umrahlovers.com within 28 days of your return date. Include your booking reference, a clear description of the problem, and any supporting evidence. We will acknowledge your complaint within 5 working days and aim to provide a full response within 28 days.

11. Special Requirements

If you or any member of your group has special requirements, including mobility assistance, dietary needs, medical equipment, or any other specific need, you must inform UmrahLovers at the time of booking. We will make every reasonable effort to accommodate your requirements, but we cannot guarantee that all requests can be fulfilled given the constraints of the Haram environment and our supplier arrangements.

12. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of the People’s Republic of Bangladesh. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Bangladesh.

For disputes regarding Umrah packages, UmrahLovers as a registered HAAB member is also subject to HAAB’s member dispute resolution process. Pilgrims may contact HAAB at Sattara Centre, 15th Floor, 30/A, Nayapaltan, VIP Road, Dhaka-1000 to escalate any unresolved dispute with a HAAB-member agency.

13. Changes to These Terms and Conditions

UmrahLovers may update these Terms and Conditions from time to time. Any changes will be posted on this page with an updated ‘Last Updated’ date. The Terms and Conditions that apply to your booking are those in force on the date your booking is confirmed. We recommend checking this page before making a new booking.

14. Contact Us

For any questions about these Terms and Conditions, or about your booking, contact us using the details below.