Booking terms

Last updated: 14 November 2026

These terms apply to every booking you make with Saphara Travel. Please read them before you confirm a booking. By confirming a booking with us (by WhatsApp, email or any other way), you agree to them on behalf of everyone in your party.

1. About us

Saphara Travel is a trading name of Saphara Travel Group Ltd, a company registered in England and Wales, company number 16336079.

Contact: hello@sapharatravel.co.uk or WhatsApp +44 7887 353457.

In these terms, "we", "us" and "our" mean Saphara Travel Group Ltd. "You" means the person making the booking (the lead name) and everyone travelling on the booking.

2. What we do and who your contract is with

We arrange travel for our clients. The type of booking decides who your contract is with and which terms apply. We'll always tell you which applies before you book.

2.1 Hotels and other services without a flight (for example hotel stays, airport transfers, private guides and excursions). There are two ways to book these, and we'll confirm which applies before you book:

You pay us (bank transfer, or American Express where accepted). Your contract is with us. We buy the service from hotels and other suppliers and are responsible for arranging it as booked.
You pay the supplier directly by card, using a secure payment link we send you. We act as your agent and arrange the booking for you, and your contract for the service is with the supplier named on the payment link and confirmation. The supplier's terms apply, and we're paid a commission by the supplier, not by you.

Either way, the hotel's or supplier's own rules (for example check-in times, house rules and dress codes) also apply during your stay.

2.2 Flights and flight-inclusive packages. We sell flights and flight-inclusive packages as an agent for ATOL-holding travel companies. For these bookings your contract is with that company, and its booking conditions apply alongside these terms. We'll give you its name, its ATOL number and its booking conditions before you book, and your ATOL Certificate as soon as you pay. See section 10 and our ATOL and financial protection page.

2.3 If you book your own flights. Many clients book their own flights directly with an airline and ask us to arrange the hotel and transfers. In that case your flights aren't part of your booking with us, we aren't responsible for them, and they aren't covered by our ATOL arrangements. We're happy to suggest a good flight itinerary, but you book and pay for the flights yourself.

2.4 Umrah. For Umrah trips we arrange hotels and can put you in touch with drivers and ziyarah providers. We can help you find a good flight itinerary, but we don't book Umrah flights. Contacts we pass on are independent providers, not our suppliers, and any arrangement you make with them is between you and them.

3. Quotes and prices

We don't charge a service fee. The price we quote is the price you pay for what's quoted, unless something you ask us to change affects it.
Quotes are based on availability and prices at the time we check them. They aren't guaranteed until your booking is confirmed, and prices can change until then.
Each quote shows what's included, such as the room type, board basis, cancellation terms and any transfers. Anything not listed isn't included.
Some hotels charge local taxes, tourism fees, resort fees or deposits that are paid directly at the hotel. We'll tell you about any we're aware of, but the hotel sets these and they can change.
Where we compare a price you've found elsewhere, we compare like for like and tell you honestly what we find. We only describe a price as cheaper when the booking is genuinely the same.

4. Confirming your booking

Your booking is confirmed when we send you written confirmation (by WhatsApp or email) that it's been made with the hotel or supplier.
Please check your confirmation straight away, including names (exactly as on passports), dates, room types and board basis, and tell us of any mistake within 24 hours. Some suppliers charge to correct details later.
The lead name must be at least 18 years old and must have the authority of everyone in the party to book on their behalf.

5. Paying for your booking

5.1 Free cancellation bookings. On all free cancellation bookings, we don't take any payment or deposit when you book. We secure the room and rate for you, and you pay the full balance closer to your travel dates, before the free cancellation period ends. We'll tell you the exact payment date when you book and remind you before it's due.

5.2 If payment isn't received in time. If we haven't received full payment by the payment date, we may cancel the booking before the free cancellation period ends, so neither of us is charged. We'll try to contact you first.

5.3 Non-refundable bookings. Non-refundable rates must be paid in full when you book.

5.4 Flights and packages. These are paid according to the ATOL holder's booking conditions, which we'll give you before you book.

5.5 How to pay. You can pay us by bank transfer to our company account, and we accept American Express on some bookings. Alternatively, for some hotel bookings you can pay the supplier directly by card through a secure payment link we send you (see section 2.1). We don't add card surcharges. Please ask about payment options when you enquire.

5.6 Business clients. We can agree different payment terms in writing with business clients.

6. If you change or cancel your booking

Ask us by WhatsApp or email. A change or cancellation takes effect when we confirm it in writing.
Free cancellation bookings: you can cancel free of charge until the free cancellation deadline shown on your confirmation. As you won't usually have paid yet, there's nothing to refund. If you have paid, we'll refund you in full.
After the deadline, or on non-refundable rates: the hotel's or supplier's cancellation charges apply, which can be up to 100% of the price. We'll pass on any refund we receive from the supplier.
Changes: we'll try to make any change you ask for, but it depends on availability and the supplier's rules. Some changes are treated as a cancellation and a new booking. You pay any difference in price and any charges the supplier makes. We don't charge our own fee for changes.
No-shows and unused services: if you don't arrive or don't use part of your booking, no refund is usually due.
No cooling-off period: the 14-day right to cancel under consumer law doesn't apply to accommodation, transport and leisure services booked for specific dates. Your cancellation rights are those set out in this section.
Flights and packages: the ATOL holder's booking conditions apply.

7. If we or a supplier change or cancel your booking

Occasionally a hotel or supplier changes or cancels a booking, for example if it overbooks, closes or carries out work. If that happens, we'll tell you as soon as we can and offer you a comparable alternative where one is available, or a full refund of what you've paid for the affected service.
If a significant change is made before you travel, you can choose to accept it or cancel the affected service for a full refund.
We aren't responsible for changes or cancellations caused by events outside our and our suppliers' control, such as extreme weather, natural disasters, war, terrorism, civil unrest, epidemics, government action or industrial action. In those cases we'll still help you, and pass on any refund we receive.

8. Special requests and hotel information

We'll pass on your special requests (for example connecting rooms, a high floor, early check-in, a room facing the Haram, honeymoon touches, cots or dietary needs) and ask the hotel to confirm them. Unless the hotel confirms a request in writing, it can't be guaranteed, and it isn't part of your contract.
Information we give about hotels, including halal food, alcohol, pools, dress codes, distances and facilities, is based on what the hotel or reliable sources tell us when we check. Hotels can change their facilities and policies. If something matters to you, tell us and we'll ask the hotel to confirm it in writing before you book.
Room types, views and facilities are as described by the hotel. Star ratings are the local rating or the supplier's rating, and standards vary between countries.
Flight times and other travel times we give are approximate.

9. Your responsibilities

Passports, visas and health: you're responsible for having a valid passport (many countries require at least six months' validity), any visas or travel authorisations, and any vaccinations or health documents needed for every country you visit or pass through, including Umrah visas. Check the latest advice on gov.uk (foreign travel advice). We can point you in the right direction, but we can't accept responsibility if you're refused travel or entry.
Travel insurance: we strongly recommend comprehensive travel insurance from the moment you book, covering cancellation, medical costs and repatriation.
Accurate information: give us correct names, dates and details, and tell us about anything we need to know, such as mobility needs or the ages of children.
Behaviour: follow the rules of hotels, transport providers and local laws. A supplier may refuse service if a member of your party behaves unacceptably, and no refund will be due.

10. ATOL protection

Flights and flight-inclusive packages we sell are ATOL protected by the ATOL holder we book them with. You'll receive an ATOL Certificate as soon as you pay, showing the ATOL holder's name and ATOL number. Please read it carefully: it tells you what's protected and who to contact if something goes wrong. Hotel-only bookings and other services without a flight aren't covered by ATOL.

11. Our liability to you

For hotel and other non-flight bookings you pay us for, we'll arrange them with reasonable skill and care.
For bookings you pay the supplier for directly, we act as your agent: our responsibility is to make the booking correctly and pass on information accurately, and the supplier is responsible for providing the service.
For flights and packages sold as an agent, our responsibility is to make the booking correctly and pass on information accurately. The ATOL holder is responsible for providing the travel arrangements.
We aren't liable for any loss caused by your own actions, by a third party unconnected with the services we provide, or by events outside our and our suppliers' control (see section 7).
We aren't liable for business losses, or for losses that weren't foreseeable when you booked.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited by law, and nothing affects your statutory rights.

12. If something goes wrong

During your trip: tell us on WhatsApp straight away, and tell the hotel or supplier too. Most problems can be fixed quickly on the spot, and we'll do what we can with the hotel. If you don't tell us at the time, it may limit what we can do afterwards.
Refunds or compensation offered at the hotel: hotel staff sometimes offer a refund, credit or compensation when something goes wrong. Your booking is paid through us or our booking suppliers, not to the hotel directly, so any refund has to come back through that same chain, and we can only pass on what we actually receive. To protect your refund:
- Contact us on WhatsApp before you accept any offer, check out early or move hotels, so we can deal with the hotel and our supplier straight away.
- Ask the hotel to confirm any offer in writing, by email from the hotel or on hotel letterhead. It should name the guest, the booking dates, what went wrong, the amount or nights to be refunded and the name of the manager agreeing it. Send us a copy straight away.
- A verbal promise from hotel staff isn't binding on us or our suppliers, and refunds can't be guaranteed without written confirmation.
- We'll pursue the refund for you, and pass it on as soon as we receive it. It can take several weeks to come through the supplier. If the supplier refunds less than the hotel promised, or nothing, we'll tell you why and keep pursuing it where it's reasonable to do so. We aren't responsible for paying a refund we haven't received, unless we're at fault ourselves.
- If you paid the supplier directly by card, any refund goes back to your card from that supplier.
- This doesn't affect your legal rights if the service you booked with us wasn't provided as agreed.
After your trip: if you're still not happy, email hello@sapharatravel.co.uk within 28 days of returning, with your booking details and any photos or documents. We'll acknowledge your complaint within 5 working days and aim to give you a full reply within 28 days.
Flights and packages: the ATOL holder's complaints procedure also applies.

13. Data protection

We use your personal information to make and manage your booking, as explained in our privacy policy. We share it with hotels, transport providers and other suppliers only as needed to provide your booking, including suppliers outside the UK.

14. General

These terms, your confirmation and any written confirmations from us form the whole agreement between us.
If any part of these terms is found to be invalid, the rest still applies.
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.