TERMS AND CONDITIONS (YOUR CONTRACT)
PLEASE READ CAREFULLY BEFORE YOU MAKE ANY BOOKING

These booking terms and conditions govern all bookings that you make with Sylhet House Travel Centre Ltd of Unit A, Ground Floor, 14 Hessel Street, London E1 2LP (Company Reg. No.: 04596791). Please read them carefully as they set forth our respective rights and obligations. In these booking conditions references to "we" and "us" indicate Sylhet House Travel Centre Ltd (the Company) and references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.Your use of this website is expressly conditioned on your acceptance of the following terms and conditions. If you do not agree with any part of the following terms and conditions, you must not use this site.

With Sylhet House, you can choose what you want to book with us - whether that's your whole Hajj, Umrah and holiday (with accommodation, flights and transfers included) or just your flights.


Air ticket:Air ticket for any airlines to any worldwide destinations from any UK airports. These terms & conditions will apply to all airline tickets you have booked with us for your all kind of travel set out below (Section A).


Hajj Package:It’s a mandatory lifetime religious ritual journey for all adult, sane, financially and physically capable Muslims. Hajj package includes Hajj visa, return air ticket, accommodation (Makkah & Madinah), ground transport, Mina & Arafah services including food, site seeing for historical holy places in Makkah & Madinah. These terms & conditions will apply to all Hajj bookings set out below (Section B).


Umrah Package:It’s a non-mandatory lesser pilgrimage made by Muslims to Makkah, which may be performed at any time of the year. Umrah package includes: Umrah visa, return air ticket, accommodation in Makkah & Madinah or in any other parts of area in Saudi Arabia. These terms & conditions will apply to all Umrah bookings set out below (Section C).


Holiday Package: Where you book a combination of flights (or other transport arrangements), accommodation or car hire and any other tourist services accounting for a significant proportion of the holiday.


Sylhet House Travel Centre Ltd will accept responsibility as the package organiser for all packages mentioned above and your packages will be financially protected by the ATOL scheme. However, ATOL protection does not apply to all holiday and travel services listed on this website. Please contact us to confirm what kind of protection might be applicable to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected.


APPLICABLE TO ALL BOOKINGS (INCLUDING HAJJ & UMRAH)

  1. Booking Your Travel Arrangements
    The first named person /lead passenger on the booking agrees on behalf of all passengers detailed on the booking that he/she:

    1. has read these Booking Conditions and agrees to be bound by them;
    2. consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all passengers named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities and dietary requirements)
    3. is over 18 years of age at the time of booking and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and All services offered are subject to availability. Fares are not guaranteed until they are ticketed.
      When you make your booking, you must pay in full or pay the relevant deposit as specified at the time of booking. No contract will come into existence until we accept your booking, and we receive your deposit or full payment in cleared funds and issue you with a confirmation invoice. Please ensure that the names given are the same as in the relevant passport.
      Bookings made online:If you book online, you must provide us with all the information which we require. Online bookings are processed automatically, and it is your responsibility to ensure that all the information you provide including but not limited to the travel details is accurate and correctly entered online; that you make the right selection of flights, hotels, or any other arrangement you book with us; that passenger information is entered as it appears on the passport. We hold no responsibility for any discrepancy whatsoever in the information that you provide or the way it is entered online. You agree that any such discrepancy/error while entering the information or while selecting the arrangements may lead to additional costs which will be borne by you. You must also ensure that the credit or debit card you are using is your own (or, subject to our acceptance, if it is a third party's you have their express authorisation, to use their credit or debit card) and that sufficient funds are available to cover the cost of the arrangements which you book with us. When we receive and accept your booking, we will process it (subject to availability) and debit payment from you. However, at some cases we confirm the booking without receiving full payment or any deposit from the customers because of our long time business relationship or recommendation from our loyal existing customers. From this point cancellation charges will apply. A confirmation booking will be sent to the customer. As soon as you receive the confirmation, please check the details carefully and inform us immediately if anything appears to be incorrect as it may not be possible to make changes later. Any changes to the booking after it has been made will attract additional cost payable by you including charges of the suppliers as well as administration fee as applicable.
      Bookings made by telephone:If you make a booking by telephone, you must provide us with all the information which we require. You must also ensure that all information which you provide is accurate and that passenger information is provided as it appears on the passport. You must also ensure that the credit or debit card you are using is your own or, subject to our acceptance, if it is a third party's you have their express authorisation to use their credit or debit card and that sufficient funds are available to cover the cost of the arrangements which you book with us. Please note that a telephone booking confirmation is as firmly confirmed as if it were made/confirmed in writing immediately. If we accept your booking, we will process it (subject to availability) and take payment from you. However, at some cases we confirm the booking without receiving full payment or any deposit from the customers because of our long time business relationship or recommendation from our loyal existing customers. From this point cancellation charges will apply. A confirmation booking will be sent to the customer. As soon as you receive the confirmation, please check the details carefully and inform us immediately if anything appears to be incorrect as it may not be possible to make changes later. Any changes to the booking after it has been made will attract additional cost payable by you including charges of the suppliers as well as administration fee as applicable.
  2. Payments: You must pay the balance by the due date shown on the confirmation invoice. Please note for some telephone bookings full payment may be required immediately i.e. before you receive the confirmation invoice. If this applies you will be advised when the booking is made. It is very important that you pay balances when due because failure to do so may lead to the cancellation of your packages/flights and still leave you liable to pay cancellation charges. Where an extra "booking charge" applies this will have been advised at the time of booking. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by suppliers. Please see below the payment charges:


    Payment type Charges
    Debit card 1.2%
    Credit card 2.5%
    Commercial debit card 2%
    Cash payment 1.5%
    Online payment or bank transfer 0%
    All debit, commercial and credit card charges would be non-refundable after making the payment.
  3. Data Protection Policy In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide. Please see our Privacy Policy (available on our website) for further information.

  4. Passports, Visa and Health Requirements You are responsible for checking all passport, visa and health requirements and ensuring your travel documents are in order.
    Passport and VisaYou must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check the up-to-date position in good time before booking/departure.
    We accept no liability if you are refused entry onto the flight or into any country due to failure on your part to carry the correct passport, visa or other documents required by any airline, authority or countryYou must have a passport which is valid for minimum six months from the departure date. You must ensure you have correct visa and health entry requirements for all countries visited including countries you may just be transiting through. This includes all stops made by the aircraft even if you do not leave the aircraft or airport. If your passport is in its final year, you should check with the Embassy of the country you are visiting.
    FCO The Foreign Commonwealth & Development Office (FCDO) is the best and most up to date source of travel advice. It issues essential travel advice for worldwide destinations, which includes information on entry requirements including passports and visas, as well as health, safety and security, local laws and more.

  5. Health, Medical Problems and Special Requests Recommended vaccinations for travel may change at any time and you should consult your doctor or comply with the Govt. guideline on current recommendations before you depart. Useful information and advice about healthcare abroad is also available on the NHS Choices website. It is your responsibility to ensure that you obtain the recommended vaccinations, take all recommended medication and follow all medical advice in relation to your trip. We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities.
    If you have any special requests, please let us know in writing when you confirm your booking. Although we will endeavour to pass any such requests on to the relevant supplier, we regret we cannot guarantee any request will be met but your confirmed request will be shown on your itinerary. Failure to meet any special request will not be a breach of contract from our side.
    If you have any medical problem or disability which may affect your arrangements, you must advise us in writing before of booking giving full details. Nevertheless, in some airlines and many destinations around the world do not have even basic facilities required by disabled travellers. We may ask you to produce a doctor's certificate certifying that you are fit to travel. You should provide us with all special requirements information at the time of booking. We will not confirm your booking unless we receive the required information. We will cancel and impose cancellation fees (applicable) when become aware of these details.

  6. Claims and Complaints Where we are acting as an agent, the contract for your arrangements is between you and the Supplier/Principal and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure, there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
    If you wish to complain when you return home, write to the Supplier/Principal. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish. If you wish to complain upon your arrival against any service you have received in any hotel or place in abroad, you have to bring the original copy of proof or evidence which is verified by the local representative or hotel management.
    Where you have booked a Hajj/Umrah/package holiday with us, please inform the relevant supplier (e.g. your hotelier) immediately and contacting us. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us. It is strongly recommended that you communicate any complaint to the supplier of the services in question without any delay with the evidence. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were on abroad and this may affect your rights under this contract.

  7. Conditions of Suppliers Many of the services which make up your Hajj/Umrah/holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us or the applicable supplier. Some of these terms and conditions may limit or exclude the supplier's liability to you.

  8. Flights and Flight Travel Documents Please note that a flight described in your flight ticket as "direct" will not necessarily be non-stop. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time.
    We are unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.
    In relation to flights, an infant must be under 2 years of age on the date of their return flight to be entitled to the infant fare level which is usually 10% of IATA's published fare.
    Please note that where a sector of a flight itinerary is not utilised without contacting the carrier directly any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred.

  9. Reconfirming all Flights You must telephone directly to the airline or local airline office at least 72 hours before the departure time shown on your ticket to confirm that there have been no changes. This applies to both outbound and return flights. We will not be liable for any additional costs due to your failure to reconfirm flights. Reconfirming your flight at least 72 hours before departure is a minimum requirement and it’s your responsibility.

  10. Travel Documents Checking Passenger can collect the air ticket and other travel document from our office or it can be sent by email. It is your responsibility to check that all travel documents issued are correct. Any inaccuracies must be notified to us immediately. If you do not contact us immediately we cannot accept any liability and any changes may incur additional cost as applicable.

  11. Air Ticket Booking & Refunds Any cancellation of air ticket booking before or after ticketed for a refund are subject to an administration charge of £60 per ticket except infant (under 2 years), irrespective of the number of tickets returned and you will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. You are requested to submit your refund query in writing.
    If a recoverable air ticket refund is less than the above administration charge, the ticket will be deemed to be fully non-refundable and customer should pay the difference. An administration fee of £60 per ticket will be levied on any non-refundable ticket where a tax refund application is made by us at your request and on your behalf. If the recoverable tax components for your ticket are less than the administration charge the ticket will be deemed to be fully non-refundable and customer should pay the difference. Refunds will not be paid to you until they have been received by us from the relevant airline or consolidator. In the case of airline ticket refunds this is normally 4 to 6 weeks from the point the tickets are submitted for consideration to the airline/consolidator in all normal circumstances. Due to any national or international crisis, natural disaster or pandemic situation it could take more and more longer time to process refunds.

  12. Flight changes Should your flight be cancelled, your rights and remedies will be governed by the airline's conditions of carriage. As a result you may be entitled to: (12a) Carriage on another flight with the same airline without additional costs; (12b) Re-routing to your destination with another carrier without additional costs; (12c) Receiving a full refund; or (12d) some other right or remedy.
    If a schedule change occurs to your itinerary prior to our receipt from you of the full price, or prior to the issue of your tickets (on either the outbound or return flight) we will do our best to notify you on behalf of the carrier.
    Should a schedule change occur to your itinerary after full balance/ticket issue, on both the outbound or inbound flights the relevant supplier’s decision will be final and amendment charges may apply.

  13. Flight Departure Taxes It is not always possible to include all departure taxes on your ticket(s). In some cases, departure taxes must be paid by you locally to the Government of the country you are departing from and are non-refundable by us. It is solely your responsibility to resolve the tax or any other issue with the local authority of the relevant country you are travelling from.

    BOOKING CONDITIONS FOR HAJJ & UMRAH PACKAGES

    This section only applies to Hajj & Umrah packages organised by Sylhet House Travel Centre Ltd. This will apply to your booking in addition to Section A.

  14. Acceptance of Booking We reserve the right to increase or decrease the prices and to change any information in our publicity materials or on our website before a booking is made. You will be told the correct up to date price before you book.

  15. Travel Documents Checking Recommended vaccinations for travel may change at any time and you should consult your doctor or comply with the Govt. guideline on current recommendations before you depart. Useful information and advice about healthcare abroad is also available on the NHS Choices website. It is your responsibility to ensure that you obtain the recommended vaccinations, take all recommended medication and follow all medical advice in relation to your trip. We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities.
    If you have any special requests, please let us know in writing when you confirm your booking. Although we will endeavour to pass any such requests on to the relevant supplier, we regret we cannot guarantee any request will be met but your confirmed request will be shown on your itinerary. Failure to meet any special request will not be a breach of contract from our side.
    If you have any medical problem or disability which may affect your arrangements, you must advise us in writing before of booking giving full details. Nevertheless, in some airlines and many destinations around the world do not have even basic facilities required by disabled travellers. We may ask you to produce a doctor's certificate certifying that you are fit to travel. You should provide us with all special requirements information at the time of booking. We will not confirm your booking unless we receive the required information. We will cancel and impose cancellation fees (applicable) when become aware of these details.

  16. Your package price We reserve the right to increase the price of confirmed Hajj and Umrah package solely to allow for increases which are a direct consequence of changes in: The price of the carriage of passengers resulting from the cost of fuel or other power sources. The level of taxes or fees applicable to the package imposed by third parties not directly involved in the performance of the package, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and, the exchange rates relevant to the package, and other relevant authority could add any fees.


    Any changes are made by the Ministry, it will be included within the booking and will be the part of this terms & conditions and should be respected by the both parties.

    Site seeing:site seeing or other tours that you may choose to book or pay for whilst you are in your destination country are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

  17. Alterations by you & transfer of BookingIf you wish to alter your arrangements after your booking has been made, we will do our best to arrange this and, if possible, make these changes. Any request for changes must be made in writing by the person who made the booking (from the email ID registered with us at the time of booking). We will charge an amendment fee of £150 per person, and any other cost we incur in making the alteration. Scheduled airlines normally treat name changes as a cancellation and rebooking and this may incur a 100% cancellation charge in respect of the airfare.

  18. Transfer of Booking: If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

    • that person is introduced by you and satisfies all the conditions applicable to the arrangements;
    • you must notify us before and finalise the transfer of booking before the 30 days of departure.
    • you pay any outstanding balance payment, an amendment fee of £150 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and
    • we reserve the right to cancel the package if we do not receive the full payment before the departure, in some cases after departure.
    • the transferee agrees to these Booking Conditions and all other terms of the contract between us.
    You and the transferee remain jointly and severally liable for payment of all sums.
  19. Cancellation by you If you or anyone on your package booking decides to cancel the booking you must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail (sent to info@sylhethouse.co.uk) within 24 hours by the person who made the original booking (from the email ID registered with us at the time of booking). Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. Only phone call will not be acceptable to cancel any booking. You have to give us a notice in writing soon after making a phone call.
    A cancellation invoice will be sent to you as soon as possible. If you do not receive this please contact us immediately in order to prevent an increase in charges. Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges of £150 per person plus other relevant cost which is normally mentioned in your invoice, also we inform you when you confirm the booking with us. You will be informed accordingly at the time of cancellation if there is any other charges involved. With regards to Hajj cancellation, the charge would be £250 per person plus other relevant cost which is normally mentioned in your invoice.
    We recommend you to buy the travel insurance but we are not responsible for any insurance premium liabilities in all circumstances. Certain travel arrangements cannot be changed or cancelled after they have been confirmed without incurring a 100% cancellation charge. If this is the case, we will tell you before you cancel. Normally we explain very clearly before you book those packages but sometimes customers cannot recall this conditions of 100% cancellation charge that’s why we remind you again before you attempt to cancel.
    We strongly recommend that you take out full insurance which will, in most cases, include cover against loss of deposit or cancellation fees.
    We will deduct the cancellation charge(s) from any monies you have already paid to us.
    Note: If, some, but not all-party members, cancel the package or part of it, additional charges may be payable by the remaining members.

    Cancellation by you due to unavoidable & extraordinary circumstances: You have the right to cancel your confirmed package before departure but financially we will not be liable for any loss. "Unavoidable and extraordinary circumstances" means warfare, acts of terrorism, and significant risks to human health such as the outbreak of serious disease or virus at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination. In these circumstances, we shall provide you with an alternative option. If it is not accepted by you then we will process the refund but the admin charge of £120 per person will be applied. Once we receive the refund from our supplier then you will be reimbursed accordingly but we will not be liable to pay you any additional compensation and it would not include any debit or credit card charges, cash handling fees. It may take longer time to receive the refund.

  20. Changes and cancellation by us Sometimes we sell advance packages which is completely non-refundable. For any reason if you cancel the package you will be fully responsible for this. We will mention this at the time of booking. Due to any national or international crisis, we will give you an alternative option and it may increase the price of your package. We may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time for any reason. If we have to apply the refund on your behalf for any natural/national crisis, it may take longer time than usual to get the refund.

    Changes:Occasionally we may have to make a significant change to your confirmed arrangements. Examples of "significant changes" include the following, when made before departure:
    - A change of accommodation area for the whole or a significant part of your time away.
    - A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
    - A change of outward departure time or overall length of your arrangements by more than 12 hours.
    - Any change of flight schedule
    - A significant change to your itinerary, missing out one or more destination entirely.

    Cancellation:We will not cancel your travel arrangements unless any emergency situation arises or you have requested to do so. But we will cancel your travel arrangement if you are failed to pay the invoice.

  21. Our responsibility for your package: We will accept responsibility for the arrangements we agree to provide or arrange for you as an "organiser" according to the booking confirmation which is agreed by you. We are responsible for the proper provision of all travel services included in your package, as set out in your confirmation. We recommend you to choose your suitable package at the time of booking and do not expect any complaints or disappointments after 30 days of your complete journey. Any complaints must be reported immediately to the service provider’s local representative with any evidence.
    We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

  22. Delays, missed transport arrangements and other travel information: If you or any member of your party misses your flight or other transport arrangement, you must contact the local representative, the airline or other transport supplier concerned immediately.
    Under UK Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at UK airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your package price from us.

  23. Insolvency protection for your packages: We provide financial security for ATOL protected flights and flight-inclusive packages organised us by way of our Air Travel Organiser's Licence (ATOL) with the Civil Aviation Authority (CAA) of CAA House, 45-59 Kingsway, London WC2B 6TE, under ATOL number 6739. When you buy an ATOL protected fight or flight-inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements does not include the ATOL Protection Contribution (APC). We will include the ATOL charge of £2.50 per person, as part of the ATOL Protection Contribution (APC), we pay to the CAA at the time of booking. Because not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom.
    We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
    If you book arrangements other than any packages from us, your monies may not be financially protected.

  24. Behaviour You accept responsibility to ensure that you & the members of your group/family or someone on behalf of you do not behave in a way which causes offence to others or risks any loss or damage to property belonging to others. Payments for any such damage or loss must be made at the time direct to the accommodation owner or manager or other supplier. You indemnify us against any claims (including legal costs) subsequently made against us as a result of your actions.
    We expect all clients to have consideration for other people. If in our reasonable opinion or in the opinion of any other persons in authority you are behaving in such a way to cause or to be likely to cause distress, danger or annoyance to any third party or damage to property, we reserve the right to terminate your arrangements without notice. In this situation your total booking with us will immediately cease and we will not be responsible for paying any costs, expenses, refunds or compensation. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us. Because of your behaviour if local police of your destination country get involved we will not be responsible for any trouble you may face. You need to solve your own problem without involving us.

  25. Jurisdiction These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.