Terms & Conditions

Thank you for choosing 7 Continents Travel Ltd. We look forward to arranging your trip. Please take a moment to read the terms below, which set out the basis of our agreement with you.

These Booking Terms & Conditions, together with your booking confirmation, form the contract between you (“the customer”, “you”) and 7 Continents Travel Ltd (“the Company”, “we”, “us”).

1. The Principal (Lead Passenger)

1.1 Who can book. The person who makes the booking (“the Principal” or “lead passenger”) must be at least 18 years of age at the time of booking and accepts these terms on behalf of all passengers named on the invoice. The Principal is responsible to the Company for paying the full cost of all arrangements for every passenger on the booking.

1.2 Accuracy of information. The Principal is responsible for the accuracy of all information provided when making the booking, whether by telephone, online, or in person. Any errors or discrepancies in the information given, or in the arrangements selected, may result in additional costs, which will be the Principal’s responsibility.

1.3 Payment authority. The Principal must ensure that the payment method used — whether credit or debit card, bank transfer, cash, or any other accepted form — belongs to them. Where a third-party payment method is used, this is subject to our prior approval, and the Principal must hold the express authorization of the cardholder or account holder to use it. We may require the Principal to provide proof of this authorization, for example written or email acknowledgement from the cardholder or account holder, before the payment is accepted. The Principal confirms that sufficient funds are available to cover the total cost of the booking and accepts responsibility for any chargeback, dispute, or failed payment arising from the use of a third-party payment method, as set out in Section 5.

2. Booking Confirmation, Deposits & Balance Payment

2.1 Your booking offer. When you make a booking, you are offering to purchase the arrangements selected, subject to these terms and conditions. Upon receiving your request and deposit, we will process your booking and send you an acceptance email confirming the details of your arrangements.

2.2 When the contract begins. Once this confirmation has been issued, a binding contract exists between us, and cancellation charges will apply in accordance with our Cancellations & Termination Charges terms (Section 6). For certain Holiday, Umrah, and Flight Only bookings, full payment may be required immediately rather than a deposit; where this applies, you will be notified at the time of booking, and the fare confirmation terms below will apply accordingly.

2.3 Deposits and fare confirmation. Please note that your deposit secures your seat only; it does not confirm or guarantee your fare. The fare is finalised only once the full balance has been paid and your booking has been ticketed. We therefore recommend that you settle the outstanding balance at the earliest opportunity, as until your booking is ticketed it remains subject to any fare increase applied by the airline or supplier, and you will be responsible for paying any such difference.

3. Payment Deadline

3.1 Paying your balance. Timely payment of your balance is essential. Failure to pay by the agreed deadline may result in the cancellation of your booking, in which case you will remain liable for the applicable cancellation charges set out in Section 6. We reserve the right to cancel any Holiday, Umrah, or Flight Only booking, and to recover our losses, where payment is not received by the agreed deadline.

4. Payment Methods

4.1 Accepted methods. Payments can only be made using one of the methods listed below. We do not accept any other form of payment.

(a) Credit or Debit Card — the card must be in your own name.

(b) 3D Secure Payment Link — the card must be in your own name.

(c) Bank Transfer — payment must be made into one of our company bank accounts below. Please use your booking reference as the payment reference.

4.2 Cardholder verification. For security and fraud-prevention purposes, we are unable to accept payments from cards or accounts not belonging to the lead passenger, except where a third-party payment has been approved in advance in accordance with Section 1.

4.3 Bank authentication of payments. For your security, your bank or card provider may pause, hold, or query a payment to us — particularly for larger amounts or where we are a new payee. This is a standard fraud-prevention measure and is not a fault with our systems. If this happens, please rest assured this is routine: respond promptly to your bank’s verification request (by phone, app, or text) and confirm that the payment to us is genuine, so that it can be released without delay. Always verify such requests using the official contact details on your bank card or banking app, and never share passwords, full PINs, or one-time codes with anyone — including anyone claiming to be from us. Any delay in approving your payment may affect the availability or price of your booking, and we cannot be held responsible for a fare increase, loss of availability, or cancellation caused by a payment your bank has held or declined.

5. Payment Disputes & Chargebacks

5.1 Your liability for chargebacks. If a chargeback or payment reversal is made against any payment for your booking, you remain liable to us for the full amount due.

5.2 Our remedies. If a chargeback or payment reversal results in funds being withdrawn from us after we have confirmed, ticketed, or paid for your arrangements, we reserve the right to:

(a) recover the disputed amount, together with any associated bank, supplier, or administration charges, directly from you;

(b) suspend or cancel the affected booking; and

(c) withhold the release of travel documents until the matter is resolved and payment is secured.

5.3 Raising a concern first. If you believe a charge is incorrect, you agree to raise it with us first under our Complaints procedure (Section 23) so that we have the opportunity to resolve it. Raising a chargeback for a charge that is genuinely due does not remove your responsibility to pay it.

5.4 Third-party payments. Where a third-party payment method has been used (as approved under clause 1.3), the Principal remains responsible for any chargeback or dispute raised by the cardholder or account holder, and shall indemnify us against any resulting loss, including the disputed amount and any related charges. Nothing in this Section affects any statutory rights you may have, including any right to dispute a transaction with your card issuer.

6. Cancellations, Termination Charges & Refunds

6.1 Cancellation by us or our suppliers. Where we cancel your package or booking before departure, or where significant elements of your package cannot be provided, you will be entitled to a refund or suitable alternative arrangements in accordance with your statutory rights under the Package Travel and Linked Travel Arrangements Regulations 2018. Nothing in these terms limits or excludes those rights.

6.2 Cancellation by you, or following visa rejection. If you choose to cancel your booking for any reason, or if cancellation arises from a visa refusal, you will be liable for termination charges. As our suppliers’ costs are committed from the point of booking, these charges may amount to up to 100% of the total booking value, depending on the timing of cancellation and the terms of the relevant airlines, hotels, and visa authorities. Before cancelling, we will confirm the applicable charges to you, and we will only proceed with the cancellation once you have consented to those charges.

6.3 Deposits. All deposits are non-refundable, as these are applied directly to securing your reservations with our suppliers.

6.4 Visa refusal and documentation. Where a visa is refused, or where you are unable to travel due to incomplete or inaccurate documentation, the booking will be treated as cancelled by you, and the above termination charges will apply. Visa processing fees and any costs already incurred on your behalf are non-refundable in all cases. (Your responsibility for ensuring valid documentation is set out in Section 9.)

6.5 Recovery of costs. We will make reasonable efforts to recover any recoverable costs from our suppliers and will refund any sums actually recovered, less a reasonable administration fee. A breakdown of charges retained will be provided on request.

6.6 Flight-only and other non-package bookings. Where you book a single service from us (for example, a flight-only booking) that does not constitute a package, the cancellation and refund terms of the relevant airline or supplier will apply, and refunds are limited to whatever those suppliers permit.

6.7 Refund method. Any refund due will be made using the same payment method used to make the original booking. Where this is not possible, the refund will be made by bank transfer to an account in the lead passenger’s name.

7. Refunds — Processing & Restrictions

7.1 Refund timing. Refunds are typically processed within 4 to 6 weeks of your request. Save where you are entitled to a refund within a statutory time limit under the Package Travel and Linked Travel Arrangements Regulations 2018, a refund will not be released until the corresponding amount has been received from the airline or supplier.

7.2 Ticket changes and restrictions. Once a ticket has been issued, any changes you request to it (such as date, class, or baggage changes) are non-refundable, subject to the fare rules of the relevant airline, and this applies equally to partially used tickets (for example, the unused portion of a one-way journey) and to fully unused tickets. All cancellations and refunds are subject to the rules and restrictions imposed by the relevant airline, hotel, visa authority, or transport supplier, and any refund that is due will be limited accordingly, less our administration charge. Save as otherwise required by law, once a refund has been processed and paid it is treated as full and final settlement of that booking.

8. Combination of Individual Tickets

8.1 Separate one-way tickets. Where two separate one-way tickets to the same destination are selected instead of a return ticket, this will be clearly indicated during the booking process. In such cases, the two tickets are treated as independent of one another, and each leg of the journey is governed by the individual rules of the relevant airline.

8.2 Different booking references. Flights held under different airline booking references are considered separate journeys. Any cancellation, change, air traffic disruption, or schedule alteration affecting one segment may affect the remaining segment, and we will not be liable for any such disruption arising between independently booked flights. Cancellation charges will be calculated for each booking or PNR separately.

9. Passports, Visas & Health Requirements

9.1 Passport and visa validity. You are responsible for ensuring that your travel documents, including your passport and any required visas, are valid and in order for your trip. Your passport must be valid for at least six months beyond the date of your return journey.

9.2 Checking requirements. It is your responsibility to verify all current passport, visa, vaccine, and other health entry requirements — including for any country you transit through — with the relevant Embassy or Consulate in good time before departure. As these requirements are subject to change, you should continue to check for updates until your departure date.

9.3 Denied boarding or entry. We will not be liable if you are denied boarding or entry, or refused a visa, due to a failure to meet the passport, visa, health, or other entry requirements imposed by any airline, authority, or country. In such cases the booking will be treated as cancelled by you, and our cancellation and termination charges (Section 6) will apply.

9.4 Travel guidance. For the latest travel guidance for your destination, please check https://travelaware.campaign.gov.uk/. This guidance can change, so check regularly until you travel. The information on that site is provided for general guidance only.

10. Umrah-Specific Terms

10.1 Visa control. The grant, timing, and validity of Umrah visas and permits are controlled by the Saudi authorities. We cannot guarantee that a visa will be issued, nor the time it will take to be processed, and we will not be liable for any refusal or delay by the authorities.

10.2 Seasonal suspension. Umrah visa issuance and access to the holy sites may be suspended or restricted by the Saudi authorities during certain periods, including in the lead-up to and during the annual Hajj season. We will not be liable for any delay, change, or cancellation arising from such suspensions or restrictions.

10.3 Female pilgrims travelling without a mahram. Saudi regulations permit female pilgrims to perform Umrah without a mahram (male guardian). However, depending on your nationality and the visa channel through which your application is processed, you may be required to provide additional documentation, such as a No Objection Certificate (NOC) from a guardian, and some authorities or carriers may require you to travel as part of an organized group. These requirements are set by the Saudi authorities, your country of departure, and the relevant airlines, and may change from time to time. It is your responsibility to confirm and provide the documentation applicable to your booking and nationality before travelling. We will not be liable where travel is refused or disrupted due to a failure to meet a mahram, NOC, or related requirement in force at the time of travel.

10.4 Visa validity. It is your responsibility to observe the validity period and conditions of your Umrah visa, including leaving the Kingdom before it expires. The consequences of overstaying or breaching visa conditions are addressed in Section 11.

10.5 Biometric registration (Saudi Visa Bio app). As part of the Umrah visa process, you may be required to register your biometric data (a facial photograph and fingerprints) in advance through the official Saudi Visa Bio app, in accordance with the requirements of the Saudi Ministry of Hajj and Umrah. Where this applies, it is your responsibility to download the app and complete your biometric registration accurately and in good time before travel. We will not be liable for any delay, visa refusal, or denial of travel resulting from your failure to complete this registration, or from any error in the data you submit.

11. Travel in Saudi Arabia

11.1 Hotels and room types. Hotels in Saudi Arabia are rated by local standards, which can differ from UK hotels. Our Umrah packages are available with a range of room types — for example, double, triple, quad, or suite — and the price reflects the room type you choose. It is your choice which room type to book. If you wish to change your room type, please let us know in writing before booking, as this is subject to availability and may affect the price.

11.2 Peak-period changes. During busy Umrah periods, last-minute changes to arrangements can happen due to high demand. We will always do our best to keep any disruption to a minimum.

11.3 Local SIM card. We advise all customers to obtain a local SIM card on arrival in Saudi Arabia. Internet access is not available everywhere, and a local SIM will allow you to stay in contact with us for hotel check-ins, transport pick-ups and drop-offs, and general coordination, helping to ensure the smooth delivery of services.

11.4 Passport safety. For your own security, you must never hand your passport to any person in Saudi Arabia under any circumstances. You do so entirely at your own risk and responsibility.

11.5 Local laws and conduct. You must obey all local laws, customs, and immigration rules in Saudi Arabia, and you are responsible for your own actions. We will not be liable for any penalty, fine, arrest, detention, deportation, or other action taken by the Saudi authorities if you fail to do so, and in such cases support can be sought only from your embassy or consulate, or your travel insurer. By booking, you agree to comply with all applicable Saudi laws.

12. Hotels & Transport (Third-Party Services)

12.1 Alternative hotels. We may provide an alternative hotel of a similar standard if the agreed hotel cannot be arranged.

12.2 Hotel pricing. Your booking secures the reservation only; the hotel price is not confirmed or guaranteed until the full balance has been paid. Until then, the price remains subject to any change applied by the hotel or supplier, and you will be responsible for paying any difference. We therefore recommend settling the outstanding balance at the earliest opportunity.

12.3 Hotel services. Our responsibility is to secure your hotel booking and provide a valid reservation reference. Once you have checked in, any matters relating to room condition or hotel services must be raised directly with the hotel management.

12.4 Transport. Transport is provided by third parties, and the timing, quality, journey duration, and onboard facilities may differ from standards expected in the UK. We continuously monitor the transport services provided to our customers, and our responsibility is to arrange the agreed vehicle type, provide transport vouchers, and share the contact details of your driver and their supervisor so that you can stay in touch during your journey. Beyond this, as the transport itself is operated by third parties, we accept no liability for the third-party service.

12.5 Personal belongings. All personal baggage and belongings — including personal articles, medicines, mobile phones, and any other items carried with you during the trip — remain at the owner’s risk at all times and in all circumstances. We accept no responsibility for the loss, theft, or damage of such items.

13. Travel Documents — Checking & Despatch

13.1 E-tickets. Airlines now treat e-tickets as the primary travel document, and paper tickets will not be issued. It is your responsibility to ensure that all your travel documents — including your e-ticket, passport, visa (where required), travel insurance (where required), vaccination certificates (where required), and any other necessary documents — are valid, correct, and suitable for travel.

13.2 Checking your documents. You are solely responsible for carefully reviewing and verifying all travel documents we issue, including (but not limited to) flight tickets, hotel bookings, visas, transport arrangements, passenger names, travel dates, and passport details, and for ensuring they are valid, correct, and suitable for travel.

13.3 Name spelling and visa details. You must verify your visa details in particular, including the spelling of names, visa validity, expiry dates, and entry conditions. Any concern about the accuracy or validity of your documents must be raised with us, and where appropriate the relevant authorities, in good time before departure to allow correction.

13.4 Reporting errors. If you fail to report an inaccuracy in the documents we issue within a reasonable time, we cannot accept liability for any loss or additional costs that result, and any corrections subsequently required may incur additional charges.

13.5 Delivery of documents. All documentation will be sent to the email address provided at the time of booking unless you tell us otherwise. It is your responsibility to check all email folders, including your junk or spam folder. Documents will only be issued once we have received full payment in cleared funds.

13.6 Passenger data. Some governments require airlines to share passengers’ personal information with their authorities for security or immigration purposes. We have no control over these requirements or over the data those authorities collect, and we are not responsible for notifying you of them.

13.7 Airport check-in and timing. Airport security, immigration, and check-in procedures can take time. We recommend arriving at the airport early (at least four hours prior to boarding) and allowing plenty of time for check-in and boarding, so that you do not risk missing your flight.

14. Flight Reconfirmation

14.1 Reconfirming your flights. You must reconfirm your booking with the travel agency or airline at least 72 hours before the departure time of both your outbound and return flights. This allows you to verify that all travel details are correct, to identify any inadvertent errors, and to obtain information about any last-minute changes. This is a minimum requirement, and we will not be liable for any additional costs or losses arising from your failure to reconfirm your flights.

15. Flight Delays & Cancellations

15.1 Delays and cancellations. We are unable to accept liability for any flight delay (whether caused by weather, industrial action, or any other reason) or for any flight cancellation to or from the UK where the airline or operator fails to fulfil its obligations. We will assist you in arranging alternative options where possible, subject to availability. Any alternative arrangements may incur additional costs, which will be your responsibility.

15.2 Claims against the airline. Your rights in respect of flight delays, cancellations, or denied boarding may be protected under UK261 air passenger rights legislation. Any such claim for compensation, care, or a refund is the responsibility of the operating airline and must be pursued by you directly with that airline, not with us. We are not responsible for assessing, paying, or processing any such claim, although we will provide reasonable assistance with information you may need to support your claim where we are able to.

16. Involuntary Changes & Force Majeure

16.1 Notification of changes. Airlines may occasionally make changes to your travel arrangements, ranging from minor adjustments to significant alterations of your outbound or return flights. Where we are notified of such a change, we will take reasonable steps to inform you as soon as possible.

16.2 Our liability. We will not be liable for losses arising from flight disruptions made by an airline, or from unavoidable and extraordinary circumstances beyond our control, as set out below.

16.3 Circumstances beyond our control. We will not be liable for any loss, damage, delay, alteration, or change to your arrangements, or for any failure to perform our obligations, where this is caused by unavoidable and extraordinary circumstances beyond our reasonable control. Such circumstances include, but are not limited to: war or threat of war, riot, civil unrest, industrial disputes (including air traffic control disputes), terrorist activity, natural or nuclear disasters, epidemics, pandemics, or public health emergencies, fire, adverse weather conditions, technical or mechanical problems with transport, airport or port closures, congestion, or terminal changes, and the cancellation or rescheduling of services by airlines or other suppliers.

16.4 Alternatives and compensation. In such circumstances, we will make reasonable efforts to arrange suitable alternatives, but these are subject to availability and cannot be guaranteed. Save as otherwise required by law, we will not be liable to pay any compensation where our obligations are affected by such circumstances.

17. Travel Insurance

17.1 Taking out insurance. We strongly recommend that all passengers take out comprehensive travel insurance at the time of booking, covering cancellation, travel disruption, health issues, and other travel-related losses. Travel insurance is not included in your booking and must be purchased separately.

17.2 Insurance claims. Your insurer may indemnify you for losses that fall outside our obligations. Any claim made under an insurance policy is governed solely by the terms and conditions of the insurer, and we accept no liability for, and cannot intervene in, any claim or dispute between you and your insurance provider.

18. Special Requests & Medical Conditions

18.1 Special requests. If you have any special requests, please inform us at the time of booking. While we will make reasonable efforts to pass these requests on to the relevant supplier or airline, we cannot guarantee that any request will be fulfilled, and a failure to meet a special request will not constitute a breach of contract on our part.

18.2 Medical conditions and disabilities. If you have any medical condition or disability that may affect your booked arrangements, you must notify us in writing at the time of booking, providing full details. This allows us to make reasonable adjustments where possible to accommodate your needs. Where, despite making reasonable adjustments, we are genuinely unable to accommodate your needs safely, we reserve the right to decline or cancel the booking, and will explain our reasons in writing.

19. Changes to These Terms

19.1 Updates to these terms. We reserve the right to amend these terms and conditions from time to time. The terms applying to your booking will be those in force at the date your booking is confirmed, and any changes made after that date will not affect your existing booking.

20. Validity of Documents

20.1 Validity of documents. Your invoice and booking confirmation form part of the contract between you and us, whether issued in paper or electronic form. An electronically issued or signed version of any such document is as legally valid as a printed original.

21. Data Protection & Privacy

21.1 Data protection. We are registered with the Information Commissioner’s Office (ICO) and pay our annual data protection fee. All personal data is processed securely and in accordance with UK GDPR and the Data Protection Act 2018.

21.2 Call recording. We may monitor and record telephone calls for quality control, training, and security purposes.

22. Customer Support & Office Hours

22.1 Office hours. Our office is open from 10:00 am to 6:00 pm (UK time) Monday to Friday, and from 10:00 am to 3:00 pm on Saturday, excluding public holidays. If you wish to visit our office in person, please contact us to arrange and confirm an appointment beforehand, as we may be unable to assist visitors who arrive without a prior appointment. Please note that we welcome new bookings and reservations at any time, including outside our office hours, and you are always able to contact us by telephone or WhatsApp to make a new booking.

22.2 Out-of-hours support. We understand that our customers travel at all times of the day and night and may occasionally face urgent issues while abroad, such as problems with hotel check-in, transport, or other travel arrangements. For urgent matters arising outside our office hours, you may contact us via WhatsApp using the contact details provided to you. While we do not operate a formal 24-hour service and cannot guarantee that messages will be seen or answered immediately, we monitor our channels where possible and will use reasonable efforts to assist with genuine travel emergencies.

22.3 Other emergency contacts. For urgent matters relating to flights, hotels, or transport, you should also contact the relevant airline, hotel, or supplier directly, as they may be able to assist more quickly. We strongly recommend keeping your travel insurer’s emergency contact details with you, as your insurer can provide assistance in many emergency situations.

23. Complaints

23.1 Making a complaint. We are committed to providing our customers with the highest standard of service. If any aspect of our service does not meet the standards described in these terms and conditions, or otherwise falls short of what you booked, we would like the opportunity to put it right. Please contact us using any of the following, and our team will address your concerns promptly:

Email: complaints@7-continentstravel.co.uk

Phone: 0203 5000 947

WhatsApp: +44 7418 378763

24. Feedback

24.1 Giving feedback. Your feedback is very important to us. For any suggestions or feedback about our services, please contact us using any of the following:

Email: qa@7-continentstravel.co.uk

Phone: 0203 5000 362

WhatsApp: +44 7436 980400

25. Your Financial Protection (ATOL)

25.1 Your financial protection. We hold an Air Travel Organiser’s License granted by the Civil Aviation Authority (ATOL number 10416). When you buy an ATOL protected flight or flight inclusive holiday 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.

25.2 The ATOL scheme. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

26. Acceptance of Terms

26.1 Declaration. By signing below, I confirm that I am the Principal (lead passenger) named on this booking and that I am at least 18 years of age. I confirm that I have read, understood, and agree to these Booking Terms & Conditions on behalf of myself and all passengers included in the booking, and that I have the authority to accept these terms on their behalf.

Lead Passenger