Introduction
Welcome to Omraway, the online platform dedicated to booking Umrah trips and short pilgrimage programs from countries around the world, offered through licensed travel companies and agencies. In this document, "the Platform" refers to omraway.com and its related applications, "User" or "Customer" refers to any person who uses the Platform to browse or book any Umrah trip listed on it, and "Service Provider" or "Company" refers to any licensed travel agency that lists its programs through the Platform. By using the Platform or completing any booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions in full, and that you will not use the Platform if you do not agree to any part of them.
Nature of the Platform
Omraway acts as an electronic intermediary connecting pilgrims who wish to book with licensed tourism and Umrah companies in their respective countries. Omraway is not the party organizing or directly executing the trip, except where it itself acts as the service provider. Trip details are displayed as submitted by the service provider, including trip duration, hotel information, distance from the Two Holy Mosques, number of nights in Makkah and Madinah, and included or excluded services, and the service provider bears sole responsibility for the accuracy of this information.
Eligibility
To use the Platform and make a booking, the user must be of legal age under the laws of their country and have full contractual capacity. When booking on behalf of a group or family, the user confirms they are authorized by all individuals included in the booking to act on their behalf, and will inform them of these Terms and Conditions prior to travel.
Account Creation
Using certain Platform services may require creating an account with accurate information, such as full name, phone number, email address, and passport details when required. The user is fully responsible for keeping their login credentials confidential and for any activity carried out through their account, and must notify Omraway support immediately if they suspect unauthorized use of their account.
Booking and Confirmation
Bookings are made by selecting the desired trip, specifying the number of travelers and room type (single, double, triple, or quad, subject to availability), and completing payment. A booking is not considered confirmed until the user receives an official confirmation notice from the Platform or the service provider, and confirmation remains subject to actual seat availability with the service provider at the time of processing. Omraway reserves the right to reject or cancel any booking request prior to confirmation, without liability to the user other than refunding any amount already collected for that request.
Pricing and Currency
Trip prices are displayed in the currency associated with the trip's country or city of departure as recorded on the Platform, so trips departing from Saudi Arabia are shown in Saudi Riyal, trips departing from Egypt are shown in Egyptian Pound, and so on for each departure country. Displayed prices include only the services explicitly stated in the trip description; any additional service not mentioned is charged separately. Service providers reserve the right to adjust their future prices, without affecting any booking already confirmed and paid in full.
Payment Methods
The Platform offers a number of approved electronic payment methods depending on the country and currency. The user confirms that all payment details entered are accurate and that they are legally authorized to use the payment method provided. Omraway does not store full bank card details; all payments are processed through approved, secure third-party payment gateways.
Cancellation and Refund Policy
Cancellation and refund terms vary by service provider and package type, and are displayed in detail on each trip page or the Platform's refund policy page. Generally, the closer the cancellation date is to the travel date, the lower the refundable percentage, due to the service provider's prior commitments to hotels, airlines, and ground transport. No refund is due for no-shows without prior notice, or where Saudi authorities deny a visa for reasons personal to the user, such as prior residency violations.
Visa and Required Documents
The user is responsible for obtaining all documents required to complete their trip, including a passport valid for at least six months from the travel date, and any mandatory health vaccinations required by Saudi authorities or the departure country. Some companies facilitate Umrah visa procedures as part of the package; however, the final decision to grant a visa rests exclusively with the Saudi Ministry of Hajj and Umrah and its embassies, and neither Omraway nor the service provider has any role in or liability for a visa refusal.
User Conduct During the Trip
The user must arrive on time for all stages of the trip and comply with the regulations and instructions issued by the relevant Saudi authorities and the group supervisor, and observe public etiquette and religious rites while performing Umrah. Any conduct that violates public regulations or endangers the safety of other group members entitles the service provider to exclude the user from the trip program without any obligation to refund its value.
Amending a Confirmed Booking
The user may request changes to their booking, such as name corrections, travel date, or room type, subject to each service provider's policy and the applicable deadlines for each trip, and this may incur additional administrative fees or a price difference. Omraway does not guarantee that any amendment can be made after a booking is completed, as this remains subject to the service provider's approval and actual availability at the time of the request.
Service Provider Responsibility
Each company or agency registered as a service provider on the Platform bears full responsibility for the accuracy of the information it publishes, and for the quality and execution of the contracted services, including hotel accommodation, transport, and hospitality, as well as compliance with the tourism licenses required in its country. Omraway conducts an initial review of service provider information before publishing it, but does not absolutely guarantee the accuracy of every detail provided, and disclaims liability for any contractual breach occurring directly between the user and the service provider, while reserving the right to suspend or remove any company found to be in breach of its obligations.
Disclaimer of Liability
Omraway is not liable for any delay, cancellation, or change resulting from circumstances beyond its control or that of the service provider, such as natural disasters, government decisions, border closures, health pandemics, or other similar force majeure events. Omraway is also not liable for any direct or indirect damages arising from use of the Platform, except to the extent falling within its direct responsibility as an electronic intermediary between the user and the service provider.
Intellectual Property
All elements displayed on the Platform, including logos, designs, text, images, software, and user interfaces, are the exclusive property of Omraway or are licensed to it by third parties, and may not be copied, republished, or used for any commercial purpose without prior written permission from Omraway.
Data Protection and Privacy
Omraway is committed to protecting users' personal data and using it only for purposes directly related to providing the service and communicating about bookings, in accordance with the Privacy Policy published on the Platform, which forms an integral part of these Terms and Conditions and should be read alongside them.
Changes to These Terms
Omraway reserves the right to amend these Terms and Conditions at any time as required by business needs or regulatory requirements, and amendments take effect upon publication on the Platform. Continued use of the Platform after such amendments are published constitutes the user's implicit acceptance of the amended terms.
Governing Law and Dispute Resolution
These Terms and Conditions are governed by and construed in accordance with the laws applicable in the Kingdom of Saudi Arabia. In the event of any dispute between the user and the Platform, an amicable resolution will first be sought through available support channels; failing that, the competent judicial authorities in the Kingdom of Saudi Arabia shall have jurisdiction.
Contact Us
For any inquiry regarding these Terms and Conditions, or any feedback regarding a booking or service, users may contact the Omraway support team through the communication channels available on the Platform, and the team will strive to respond and assist as soon as possible.