Terms & Conditions

March 2023 version

Umrah Booking Terms & Conditions


NOUR INSANI SDN. BHD. is licensed under Ikhlas Com Travel & Umrah Sdn. Bhd. (Reg. No. 20050103377) which is a licensed travel agency under Malaysian law (License No. 4461) with MATTA membership (Membership No. MA4705). IKHLAS operates as an independent agent to travel providers of flights, hotels, and other miscellaneous umrah and travel services.

IKHLAS COM TRAVEL SDN. BHD. shall be known as “Company” or “IKHLAS”and Customer as “Customer” or “You” in the Terms and Conditions listed below: –

By purchasing any of IKHLAS’s packages via offline or online, You are deemed to have read, understood and accepted the following Terms and Conditions.


  • DEVIATION – A voluntary departure, without necessity, or any reasonable cause, from the regular and usual course.
  • FIT – means Free Independent Traveller 
  • GIT – means Group Inclusive Traveller
  • Marketing Material – means social media platforms include (but are not limited to) Youtube, Facebook, Instagram, Twitter and also any “blog” or other type of web journal.
  • Next of Kin – means to the immediate family of the Customer (father, mother, spouse, children and siblings only).
  • Hotel Package – means a room rate that includes the sales of goods and services. 
  • Hotel Partners – means a venture powered by a collaboration of key market players and pioneers from the hotel as well as the travel based IT industry.
  • Hotel Providers – means an individual and/or entity, an association or corporation who accommodates the Customer upon payment.
  • Secure Socket Layer – means a standard security technology for establishing an encrypted link between a server and a customer.
  • Single – A room assigned to one person.
  • Twin –  room that has two single size beds, each for one person
  • Double – means a room intended for two people, usually a couple to stay in a room assigned to two people. May have one or more beds.
  • Triple – A room that can accommodate three persons and has been fitted with either three single beds or one double bed and one twin bed, or two double beds. 
  • Quad – A room assigned to four people. May have two or more beds.
  • Adult – means an adult as a person aged 18 years or over.
  • Child with Bed – means children between 2 to 11 years old who should be accompanied by an adult in a room with bed.
  • Child without Bed – means children between 2 to 11 years old who should be accompanied by an adult in a room without bed.
  • Infant – means children between nine (9) days old to below twenty-four (24) months  (on the date of travel for the first outbound flight)
  • Tour Booking – means a booking arrangement that you make when you book a hotel room/flight. 
  • Tour Programme – means a planned visit to several places in a country or area made for a special purpose.
  • Visa Refusal – means the act of denying your entry into a particular country by rejecting your visa application.
  • Peak Season – Peak season refers to periods falling on Malaysia and The Kingdom of Saudi Arabia (KSA) gazetted holidays, the festive season and any such period determined by IKHLAS. The dates will be marked through IKHLAS website/mobile app with labels.
  • Low Peak Season – means the non Peak Season and such period determined by IKHLAS. The dates will be marked through IKHLAS website/mobile app with labels.


2.1All tour rates are meant for Malaysian Citizens only and exclude any air fares unless stated otherwise. Rates may change in the event of inconsistent fluctuations in the currency exchange rate and eleventh-hour adjustments or surcharges imposed by accommodation, land, water, and air transport providers, and restaurant, attraction, theme park, sightseeing and tour operators.


3.1 Where applicable, a return Economy or Business Class Flight air ticket. 

3.2 The accommodation and meals are included in the Tour Programme. 

3.3 A child below the age of two (2) years old at the point of flight return date, is classified as an Infant and tour fare will be charged only for the air component or air fares plus relevant taxes, where applicable.

3.4 A child below 12 years old (2 to 11 years old) with reference to the date of birth falls on the date prior to return date from Malaysia are eligible for child fare (if available).

3.5 The air component or air fares varies from airline to airline and will be quoted when requested.

3.6 Tips and/or taxes are inclusive as specified in the Tour Programme, unless stated otherwise.

3.7 Travel insurance is inclusive as specified in the Tour Programme.


4.1 Price offered is based on the current price as advertised. The tour program, list of activities and prices is part of the advertisement. Price is subject to change, including but not limited to, increase of fuel charges from airlines, other transportation costs, accommodation prices, currency fluctuations, government tax, and others related. IKHLAS reserves the right  to increase any prices without notice.


5.1 All information details of all persons travelling as stated in their respective passports must be provided by you accurately during the Tour Booking. The airlines and hotel will reject any booking if any abbreviation is entered as the guest name. 

5.2 It is your responsibility to provide an accurate email address account. If IKHLAS’s e-mail has been sent to the Junk or Bulk mail folder, you can potentially prevent this from happening again by clicking on the ‘Not spam’ or ‘This is not spam’ button.

5.3 It is also important to provide details of Next of Kin for insurance purposes upon booking. 

5.4 Once you have made the deposit payment, IKHLAS will proceed to make the necessary flight, hotel accommodation, tour vehicles and tour guide reservations. A booking confirmation will be sent to the email address provided by you during the booking process. 

5.5 IKHLAS reserves the right to request for a proof of ID from the cardholder and a signed authorization form. This is to protect the credit card holder when booking has been made by a third-party. 

5.6 This security measure is not to cause any inconvenience but merely to protect the credit card holder against any credit card misuse.  

5.7 You are liable for the safekeeping of your booking details. IKHLAS will not be held liable for any loss, damage or expense incurred through any unauthorised disclosure or use of your booking reference.


6.1 Upon confirmation of the Tour Booking, any subsequent changes made to the reservation are subject to compulsory amendments charge. IKHLAS will charge a certain amount of amendment fee per person as a result of the change in accordance with the package IKHLAS provides. 

6.2 IKHLAS will use reasonable endeavours to accommodate any requested change. IKHLAS will notify you of any such amendment fees.

6.3 No amendments can be made within forty-five (45) days before the date of departure. 


7.1 Request for any changes (extension or deviation) from the original flight planned or date of travel is subject to the airline’s ticket restrictions, terms & conditions and the applicable charges or additional fares.

7.2 Any deviation from the standard Tour Booking or Tour Programme is not allowed. It is understood and agreed by you that if any extension and/or deviation is at the request solely by you, the penalty and additional charges incurred will be charged and you are required to pay those charges on-site. IKHLAS shall not be held responsible for any additional costs incurred.

7.3 IKHLAS may change these Terms and Conditions, published fares, fees, charges, flight schedules, routes, and pre-booked products and services at any time and from time to time without prior notice.

7.4 Any cancellation made by you after the tour booking and deposit payment made for arranging an extension and/or deviation will incur a cancellation fee as per Clause 13.4 of these Terms and Conditions. 


8.1 Passport

(a) It is your responsibility to ensure that you have a valid International Passport with minimum 6 (six) months validity from the date of return.

(b) You are requested to upload or email the personal particulars page of the passport to IKHLAS upon booking confirmation to enable IKHLAS to ensure accuracy of information when creating the flight reservation, issuance of tickets, rooming list and other tour related documents and arrangements. Please upload the passport copy in PDF/JPEG format only. 

(c) You are responsible to ensure that they are cleared of being blacklisted by Regulatory Bodies such as Inland Revenue, Banks, Insolvency Department and other bodies which may restrict you from travelling abroad. IKHLAS shall not be responsible for any refund, change or deferment of travel that results from such restrictions.

8.2 Visa Application

(a) You agree and acknowledge that once the booking confirmation is confirmed, you have to apply for the visa by yourself. IKHLAS will assist you for the visa application and all the necessary documents must be submitted to IKHLAS upon booking confirmation. The visa application will take approximately 14 days to be processed. 

(b) If your visa is rejected by the authorities, IKHLAS will assist you to re-apply for the second time subject to current charges from the visa application system. IKHLAS shall not be liable for the visa refusal and will not assist after the second time refusal by the authorities. IKHLAS will not refund any fare or associated fees, charges and taxes for travel to the point of refusal of entry or deportation. You are responsible to pay any fines, expenses or charges that result from a refusal of entry deportation order, or failure to comply with any other laws, regulations, demands or orders. 

(c) IKHLAS, its employees, agents and servants shall not be held responsible or liable for any loss of passport due to your negligence. 

(d) IKHLAS shall not be liable for the consequences resulting from your failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.


(a) Digital certificate of Covid19 vaccination should be provided during registration of umrah. The digital certificate for vaccination must be with you upon entry into The Kingdom of Saudi Arabia (KSA). 

(b) Covid19 vaccination is to be taken at least two doses. 

(c) Meningococcal vaccine is advisable to take upon registration of your umrah package. 

Meningococcal Quadrivalent (ACYW-135) Vaccine:

Vaccination with Quadrivalent (ACYW) conjugate vaccine is also required for:

i. Residents of the two holy cities (Makkah and Medina).

ii. Any person who might get in contact with pilgrims including personnel in healthcare settings and other authorities.


9.1 You must purchase travel insurance coverage for the entire duration of your tour with IKHLAS. Travel Insurance is mandatory as advised by the Malaysian Travel & Tour Association. 

9.2 For the purpose of indemnification, in the event that you already have insurance coverage or refuse to purchase insurance, you are required to sign a disclaimer indemnifying IKHLAS for any unfortunate circumstances that may arise while on tour. Such indemnity form will be provided by our operations department to you prior to the departure of the tour.

9.3 You may be denied to travel in the event such indemnity form is not signed and returned. Where such denied travel occurs, IKHLAS shall be not liable for any refund or change of travel.


10.1 You are responsible to inform IKHLAS if there is any pre-existing health condition and are required to submit any health related documents for verification. If you fail to provide any health documents that are required by any of the destination countries, you will be not able to join the tour. 

10.2 Should you still insist in joining the tour, IKHLAS shall not be held liable for any incidents or occurrences during the tour, including any additional costs, penalties, or any other occurrences of whichever nature. If there is any last minute cancellation by you due to medical conditions, there will be certain cancellation charges as illustrated in Clause 13.4 will be enforced. 

10.3 If you fail to inform IKHLAS of your health condition OR give false information and make last minute cancellation due to medical conditions, IKHLAS has the right NOT to refund any fee to you. 


11.1 IKHLAS are not responsible for providing the flight timings and schedules.All flight schedules changes and cancellations are solely under the airline’s control. IKHLAS hereby expressly disclaim any representation, warranty or undertaking in relation to the quality, fitness, merchantability, suitability, status or adequacy of any flight listed or offered by any airline. 

11.2 In the event there are any changes to the flight timing, IKHLAS shall use its best effort to reschedule the Tour Booking or Tour Programme or flight affected by the airline schedule changes.

11.3 IKHLAS shall not be held liable for any direct/indirect claims and damages for such delays or rescheduling and any extra charges incurred by you.


12.1 International Transaction Fees

(a) Rates displayed on IKHLAS website/mobile app can be viewed and will be charged in Malaysian Ringgit only. 

(b) Any transaction fee imposed when you have been charged or refunded for the booking is not within the scope of IKHLAS’s responsibility. IKHLAS shall not be held responsible for currency exchange rates or any bank surcharges applicable or incurred by you. 

(c) Rates displayed on the IKHLAS website/mobile app and other online/ offline platforms are subject to currency fluctuations. There may be slight variations in the published daily rates that will reflect any movement in the currency exchange rates. Once a booking has been confirmed at the rates you have accepted, there is no refund for the price difference (if any). 


13.1 Payment Methods

(a)  Payment must be made at the time of booking, as permitted by expected payment methods by IKHLAS. Any booking for which payment is not received in full by the specified deadline shall be cancelled. In the event that payment has not been paid in full by the specified deadline, IKHLAS reserves the right to forfeit any fare, applicable fees and charges paid by you and IKHLAS shall not be liable for any refund to you.

(b)  We accept booking payment by online transfer, debit/credit card only.  All card transactions are debited at the point of purchase. 

13.2 Deposit & Full Payment

(a) All bookings for umrah travel packages require a minimum deposit of   RM1,000. The deposit is to be made within 24 hours upon confirmation of booking. 

(b) The full payment for the booking must be made to IKHLAS at least forty-five (45) days prior to the departure. If the balance is not settled forty-five (45) days prior to the departure, IKHLAS reserves the right to treat your booking as cancelled by you in which case the cancellation charges set out below shall become payable.

(c) Once you have completed your purchase, a booking confirmation will be sent to the email address provided by you during the booking process. 

(d) Exceptions as per Clause 13.3 is subject to the sole approval from IKHLAS which is highly dependent on the airlines and relevant suppliers and such refund, if approved, may differ from the amount that you have paid.

13.3 Full Payment is non-refundable

(a) In the event you decide to cancel your booking including a ‘no show’ at your own volition, IKHLAS shall NOT refund any payment made. The following exception shall be considered by IKHLAS;

(i) Death;

(ii) Hospitalisation; or 

(iii) Medical Reasons- Accompanied by a letter from Hospital (Letters from General Practitioners are not acceptable). 

(b) Any refund in the above will be made as per table at Clause 13.4.

13.4 Cancellation 

(a) Cancellation of the umrah Tour Booking and/or Tour Programme could   arise under the following circumstances:

(i) Failure to abide by the stipulated full payment deadline imposed by IKHLAS as per Clause 13.2 (b)

(ii) Notice for cancellation of tour booking by you MUST be made in writing or email to avoid any miscommunication. Cancellation over the telephone shall not be accepted. The date where the notice is received by IKHLAS will be the basis for the calculation of cancellation charges. If the cancellation is made more than forty-five (45) days prior to the departure date, the management fee charged will be a minimum RM30.00 or ten-percent (10%) of the deposit paid, whichever is higher.

(b)   The respective airline’s cancellation policy on special promotional fare shall apply in addition to the tour cancellation charges as per Table 1 in Clause 13.4. All cancellations on air tickets are subject to the airline’s terms and conditions. 

(c)  For any postponement of a Tour Booking to a different date and destination, you must cancel the first booking in order to make a new booking, and a compulsory amendment fee of RM100.00 per person per amendment or ten-percent (10%) from deposit as per Clause 5.1, will be imposed. You cannot transfer the initial booking’s deposit to the new booking as the deposit is considered forfeited. The tour booking is based on availability and tour price will be based on current price or promotion during the new booking. 

(d)   IKHLAS shall not be liable for any failure to comply or for any delay in performing its obligations where the failure is caused by circumstances beyond its control. Such circumstances shall include, but not limited, weather conditions, fire, flood, hurricane, strike, industrial dispute, war, hostilities, political unrest, riots, civil commotion, lockdown, movement control restriction due to epidemic and pandemic as pronounced by the World Health Organisation, inevitable accidents, supervening legislation or any other circumstances of whatsoever nature beyond the control IKHLAS.

13.5 Refunds 

(a) IKHLAS shall not refund any payments (deposit and full payment) made on travel events such as MATTA Fair, roadshows or any promotions price. 

(b) For any unused services during a tour by the Customer, no refund will be made in respect to accommodation, meals, sightseeing, tour, air fare or other services, which are included in the tour price.

(c) IKHLAS will consider refunds on a case to case basis if it is related to medical or health conditions as per Clause 9.1

(d) Refunds shall be credited back to you via the same method of payment (e.g. debit card, bank transfer, etc.). Please note it takes thirty (30) working days to process a refund and from the official date email issued.



14.1 Airport Taxes & Fuel Taxes

(a) Airport taxes, fuel taxes (if applicable) and other applicable charges are subject to change due to international currency fluctuations from time to time. You will be informed of any increased charges during the booking process. 

(c) Such taxes and charges may change from time to time and can be imposed even after the date that your booking has been confirmed. You shall nevertheless bear such charges as and when they fall due prior to the scheduled time of departure.

14.2 City Tax, Tourist Tax, Local Tax and Stay Tax

(a) Since IKHLAS is constantly expanding our destinations, this has meant that some properties have different policies regarding taxes, whether city, tourist or local. Our rates have always included any applicable hotel taxes, unless stated otherwise.

(b) You shall be personally responsible for all taxes, rates, government fees or any other charges that may be levied against you under the applicable laws. 



15.1 Hotel Information

(a) IKHLAS shall NOT be responsible for the accuracy of this information or for any facilities that may or may not be available at the hotel during your stay OR not suited to individual tastes and preferences.The hotel which is booked by you, does not constitute and should not be regarded as a recommendation or endorsement by IKHLAS on the quality, service level or rating of a specific hotel. IKHLAS hereby expressly disclaim any representation, warranty or undertaking in relation to the quality, fitness, merchantability, suitability, status or adequacy of any hotel listed or offered by the Hotel Partners. 

(b) Once you have completed booking the hotel, the booking confirmation will be emailed to the email address that you have provided during the booking process. In the booking confirmation email, you shall find the cancellation policy imposed by the Hotel Partners. 

(c) Photographs and maps are provided for information purposes only (if available). While IKHLAS strives to present hotel and map information as accurately as possible, we do not accept any responsibility for the accuracy of this information or for any errors. IKHLAS suggest that you contact the hotel directly to obtain the most current and complete location information and directions.

(d) Redecoration/renovations and maintenance are necessary to the upkeep of the hotel and may take place without prior notice to IKHLAS; however, the hotelier or supplier will undertake to keep inconvenience to a minimum. The effects of normal wear and tear can be expected in a hotel and these are beyond our control.

(e) IKHLAS shall not be held liable for any claim, damages, personal injury, or death, which may incur or suffer during your stay at the hotel. 

(f) You acknowledge and accept that IKHLAS is only a distributor of the hotel. The hotel made available for booking on the IKHLAS website/mobile app is fulfilled and supplied by the respective hotel owner, hotel management company and/or its merchant partners or service partners and you accept that the Hotel Partners may impose its respective terms and conditions which will be additional to this Terms and Conditions and by virtue of you completing the purchase, you agree to bound by and abide by such additional terms and conditions.

15.2 Accommodation for Adult/Child Fare and Specific Request

(a) All the hotels on the IKHLAS website/mobile app require one of the Customers to be at least (18) years old and above. Children aged 11 and under may stay for free or pay with bedding. When sharing a room with one or more paying adult(s), using existing bedding.  Individuals aged 11 and above are considered as adults by the hotel. Baby cribs are complimentary upon request and subject to availability. As the parents, guardians, or chaperones of children, the Customer is personally and legally responsible for the children and must supervise them at all times. For safety reasons, please do not leave children unattended in guest rooms or allow them to roam the hotel property unsupervised.

(b) The accommodation is based on twin sharing only for two (2) adults, unless you specifically request for single occupancy in a group Tour Booking. Under the group Tour Booking, the only room types which may be offered are Single, Twin, Triple, Quad or Quint. However, IKHLAS CANNOT GUARANTEE the actual bedding option of the room. These requests are sent to the hotel and are subject to availability.

(c) Children fare is based on either with (Child with Bed 2-11 years old) or without bed (Child No Bed 2-11 years old), and will be shared as a third person in a twin or double bedroom of two (2) adults. In which case, the extra bed may be an additional bed or a roll away as determined by the hotel in accordance with their policy which you have agreed to concur with. 

(d) IKHLAS will not be responsible if the Customer is not comfortable during the tour with the room arrangements that have been agreed and paid (Child No Bed 2-11 years old). It is a sharing basis that is agreed by customers.  

(e) In general, the age of the child 2-11 years applies in most countries but however, where it differs, IKHLAS will notify you through its general publication or Tour Programme. 

(f) Where a child is sharing a room with one (1) adult, such a condition is deemed as the child fare calculated as an adult rate or Child with Bed basis. A child’s age on the date of departure of the flight will determine if the child is eligible for an infant fee.

(g) We deem an infant to be under the age of two (2) years or 24 months old, on the date of travel for the first outbound flight. If you would like to travel with an infant on a flight, you will be subjected to the infant fee as provided for in the fee schedule .

(h) If there is a flight change and the infant has reached the age of two (2) years on the outbound flight then a seat will have to be purchased. 

(i) Any child aged two (2) years or older must occupy a seat when travelling with IKHLAS and pay the child price. 

(j) Where the name of hotel is indicated in the Tour Programme, IKHLAS shall endeavour to use its best effort to secure the specified hotel unless for reasons of unavailability or security, an alternate hotel within the same classification shall be confirmed. IKHLAS shall not be held liable for the change of the hotel.

(k) For any Tour Booking, rooms included are based on standard rooms only. No upgrades will be arranged.

(l) If you have made changes on the hotel booking to a private or customized package, IKHLAS shall not be held responsible for the room arrangement. 

(m) Any last-minute changes on room arrangements will not be entertained. Should you insist on the change, you shall bear any additional charges or penalty. IKHLAS shall not be held responsible for any additional costs incurred.

15.3 Additional Charges Made by the Hotel

(a) IKHLAS has no control over any extra charges that a hotel may decide to implement for their guest room incidentals such as air conditioning, safe, mini fridge, hire of television remote, etc. Any such charges must be paid directly to the hotel by you and IKHLAS shall NOT be held responsible for any incidental charges passed on by the hotel.

(b) IKHLAS has no control over any fees that a hotel may pass on for luggage storage, sauna, spa and swimming pool use, car parking fees, etc.

15.4 Resort Fee

(a) Some hotels do charge a resort fee which must be paid to the hotel directly and IKHLAS shall NOT be responsible for resort fee charges and has no control over their implementation.

15.5 Hotel Accommodation and Complaints

(a) For any reason should you be dissatisfied with the hotel’s services that you have received from the hotel whilst away and cannot be resolved at the hotel, you should notify IKHLAS immediately and IKHLAS will endeavour to assist where possible. However If you do not give IKHLAS the opportunity to resolve any problems at the time, then IKHLAS may not be able to deal positively with any complaint on your return. You must immediately send IKHLAS an email of your complaint within three (3) days of the checkout date. All necessary informationsuch as booking reference number and all other relevant information must be provided by you to IKHLAS. Failure to follow these procedures may affect IKHLAS efforts to resolve your issues and might affect your rights at a later stage.

15.6 Hotel Unable to Provide the Accommodation Booked

(a) If the original hotel booked is closed, overbooked or has maintenance problems and/or cannot provide the room(s) booked, you shall accept that the hotelier or supplier is responsible for finding you an alternate accommodation of a similar standard. Where IKHLAS have prior notice, we will contact you via email.

(b) A booking is regarded as group booking when there are ten (10) or more persons travelling. IKHLAS reserves the right to cancel any FIT booking made for a group OR if we consider them to have been made for the purpose of holding space for future sale.

(c) IKHLAS accepts no liability for any losses or costs that might occur as a result of re-location as this is completely beyond our control.

15.7 Changes in Published Rates

(a) IKHLAS reserves the right to correct any pricing or displayed errors and/or commissions. This includes errors and/or commissions from a supplier or hotelier.

(b) In the event of a price error and/or commission, we will offer you the choice of either keeping the booking at the correct rates, cancelling the booking or subject to availability, we will offer you a suitable alternative hotel. This applies to both confirmed and on request bookings.

(c) Not all the hotel rates are applicable for the local market and in such cases the hotel is within their rights to change the rates without prior notice.

15.8 Promotion Codes

(a) Discount codes cannot be combined with any other promotions and offers by IKHLAS via online or offline bookings. IKHLAS reserves the right to change this implementation for Tour Booking and Hotel rates offered for discount codes at any time.

15.9 Award of airasia Points

(a) The booking and purchase of Umrah travel packages entitles you to airasia Points which is the loyalty feature of the AirAsia membership. To earn airasia Points, you will need to be an AirAsia member and must key in your BIG member ID correctly in the field provided on the registration page. You can register to be an airasia member here.

(b) airasia Points is the loyalty and rewards feature of the AirAsia membership. This program is operated by BIGLIFE Sdn Bhd (‘BIG’) under the name “airasia rewards Programme”) and has a unique registration number tied to your AirAsia membership account known as the “airasia rewards Member ID”, which is issued by BIG.

(c) The usage of airasia Points will be subject to the airasia Rewards Membership Terms and Conditions that are available on the airasia rewards website (https://www.airasia.com/rewards/en/gb). By signing up to the AirAsia membership account, you are deemed to have agreed and accepted the terms and conditions of BIG. Kindly keep yourself updated with the terms and conditions of BIG as it may be updated and revised from time to time.

(d) airasia Points shall be awarded to you for the Umrah travel package purchased on our website or mobile app by debit card, credit card or online banking payment. The earnings ratio is 1 airasia Point for every spend of RM5.

(e) airasia Points will not be awarded for purchases made with any promotional codes or vouchers.

(f) BIG reserves the absolute right, at any time, to verify the validity of each purchase and/or identity of individuals who are airasia Members at any point in time.

(g) The award of airasia Points will be credited to airasia Member’s loyalty membership account within sixty (60) days after the Umrah travel package departure date (or any other period as BIG deems appropriate).

(h) BIG reserves the absolute right to substitute and/or replace the award of airasia Points from time to time without any prior notice to the airasia Members and/or to change the airasia Points award ratio at any time without any prior notice.

(i) BIG reserves the right at its sole discretion to disqualify, decline or reject any award of airasia Points to you and/or to retract or forfeit the awarded airasia Points from you if BIG believes or has reasons to suspect that you have (singularly or jointly with any other airasia Member) undertaken fraudulent practice(s) and/or activities with respect to the purchase of the Umrah travel package in order to earn airasia Points or undertaken any activities (including but not limited to fraudulent activities) harmful to us or to BIG.

(j) Retro-claims by you for the award of airasia Points will not be entertained. Any request by you to verify your airasia Member account or to be eligible for airasia Points after completion of purchase without verifying their respective airasia Member account will not be entertained.

(k) Redemption of airasia Points for the purchase of Umrah travel packages is not allowed.

15.10 Visa

(a) Foreign visa application – IKHLAS shall not be held responsible or liable for any loss of passport due to reason whatsoever, including but not limited to gross negligence on the part of IKHLAS, its employees, agents and servants.

(b) IKHLAS shall not be liable for the consequences resulting from your failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.

15.11 Fair Events and Special dates During Travel

(a) Over certain periods such as sport events, festivals and fairs, hotels may impose strict restrictions regarding conditions of stay. It is possible that these changes may be advised to IKHLAS after the booking has been confirmed. IKHLAS shall not be liable for such occurrences. 

15.12 Feedback Response

(a) IKHLAS welcomes constructive feedback from you in its continuing efforts to improve service quality. Any disputes with regards to the tour must be submitted in writing within fourteen (14) days from the date of return. IKHLAS will not entertain any dispute made thereafter. 



16.1 Website/Mobile App 

(a) When usingIKHLAS website/mobile app, a record of your visit is logged. IKHLAS operates secure servers to minimize the risk of unauthorized credit card use. Secure Server Layer (SSL) encrypts the information you send through this website/mobile app. Although IKHLAS would use its best endeavor to ensure security, IKHLAS makes no warranty in respect of the strength or effectiveness of that encryption and IKHLAS is not and shall not be held responsible for events arising from unauthorised access of the information you provide.

(b) We regard your privacy as important. For more detailed information on how we collect and process your personal information, please refer to our Privacy Statement. By using our website/mobile app, you consent to the processing of your personal information as described in our Privacy Statement as may be amended from time to time.

16.2 Use of Image, Photo and Videos 

(a) During the tour, IKHLAS will use or display name, voice, likeness, image, appearance, or biographical information in, on, or in connection with any pictures, photographs, audio, video recordings, digital images, television programs or any other print or electronic media for the purpose of marketing material. 

(b) You hereby agree and give consent to IKHLAS for the use of such marketing materials that may portray their image or video recordings.



17.1 All arrangements for the provision of transport, accommodation, sightseeing and other tour or travel services are made by IKHLAS through our appointed agents. IKHLAS accepts no responsibility for any injuries, damage, accidents, loss, delay, theft, quarantine, customs regulation, strike, acts of god, and changes of itinerary, deportation or refusal of entry by immigration.

17.2 You are hereby responsible for all losses and expenses from authorities’     confiscation resulting from improper travel documents, possession of      unlawful items or irregularities. 

17.3 IKHLAS also reserves the right to request for any individual to withdraw from the tour if it is deemed that his or her behaviour or conduct is detrimental to or incompatible with health, safety, interests, harmony and welfare of the other tour participants and the tour group. Under such circumstances, IKHLAS shall be under no liability thereafter to any such person.

17.4 No tour leader or guides, employees or agents of IKHLAS are authorized to commit to IKHLAS any liability. IKHLAS will not be bound by any statement or representation unless it is written by a management of the company. 

17.5 IKHLAS will not be held responsible for any goods purchased during the tour. Defective goods, goods not suitable for use, goods not in conformity with the samples provided, or goods rejected by you for any other reasons are not IKHLAS’s responsibility. Even if the goods are purchased in shops as part of the Tour Programme visitation or which are specifically recommended by the travel service, guides, servants, employees or independent contractor, IKHLAS will not be liable to you for the purchase monies of the aforesaid goods.

17.6 IKHLAS will not be held responsible for any losses and expense of air ticket, hotel, and transportation from the airport and any other personal travel services that are booked by you. 

17.7 IKHLAS reserves the right to revise the tour fares and to determine the date of commencement of such revised tour fares.

17.8 IKHLAS website/mobile app is for legitimate bookings only. Anyone found to have used a credit card of which they have no authorised use will be liable to prosecution. IKHLAS reserves the right to cancel any booking that is deemed not to be legitimate.

17.9 If you have made an inquiry, IKHLAS will reply to you within 24 hours to a maximum of five (5) working days.

17.10 Depending upon the nature of your query, please allow up to sixty (60)       working days especially in the case of past booking queries for the       situation to be investigated and concluded.

17.11 IKHLAS reserves the right to change, amend, insert or delete any of the   terms and conditions, policies contained in this document, as the case may be, without prior notice.


18. HAJJ

18.1 When you arrive into the KSA before being allowed access to the buses   provided by the Ministry of Hajj & Umrah (MoHU), you (or Your Group   Leader on Your behalf) must give your passports to the Saudi authorities   for safekeeping when requested to do so. Please note that this is a   stipulation of the MoHU and it is not something over which IKHLAS have      any say or control. IKHLAS cannot accept liability for any loss or damage   to your passport whilst it is in the possession of the MoHU. You accept   that failure to provide your passport to the authorities when requested to   do so will mean that you will not be allowed to board onto the buses to   continue on your journey. IKHLAS will not accept any liability in these   circumstances and no refunds or payment of any kind shall be given.

18.2 When you are on Hajj, your itinerary will be governed by the Islamic   calendar, the Saudi authorities and the MoHU. Therefore, your itinerary is   subject to change at all times and you confirm that IKHLAS cannot accept   any liability in these circumstances. Furthermore, due to the nature of Hajj   pilgrimage, your itinerary is on a very tight schedule. You must ensure that   you are at all departure points at the times specified in order to commence   the next stage of the pilgrimage. Failure to be present at the departure points at the times specified means that the group may leave without you   and IKHLAS cannot accept any liability for this.



19.1 Any samples, drawings or advertising issued by IKHLAS and any descriptions or illustrations contained on IKHLAS website, catalogues, brochures or any other literature, are issued or published solely to provide you with an approximate idea of the services they describe. They do not form part of the contract/Agreement between you and IKHLAS.

19.2 Whilst reasonable care is taken to ensure that the information given to you is accurate, IKHLAS cannot guarantee its true accuracy as the information may come from a third party/booking agent and IKHLAS reserve the right to change the information including these Terms and Conditions at any time without notice.

19.3 The English language version of this Terms and Conditions shall be controlling in all respects and shall prevail in case of any inconsistencies with translated versions.   

19.4 As is the nature of Hajj/Umrah with the vast number of pilgrims, there is a higher probability of viruses and airborne diseases, it is therefore your own personal responsibility for your well-being at all times, IKHLAS cannot be held responsible for any personal accidents, illness and death during your travel. IKHLAS strongly advise you to have suitable travel/health insurance to cover for your journey.



20.1 These Terms and Conditions shall be governed by and interpreted in accordance with the laws of Malaysia and the courts of Malaysia shall have the exclusive jurisdiction to determine any dispute arising to these Terms and Conditions. 

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