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Mashaer Travel

Terms and Conditions

Last Updated: June 1st, 2023 



The responsibilities of Mashaer Travel, LLC as the tour operator or their agents are limited.

Mashaer Travel, LLC is referred to as Mashaer Travel

Mashaer Travel located at acts as a travel agent only. We sell various travel-related products on behalf of numerous transport service providers numerous transport and accommodation service providers, including, but not limited to airlines, hotels, and transportation, Mashaer Travel does not own, operate, manage, or control these independent suppliers of services and is not liable for their acts or omissions. Mashaer Travel's obligations to you are to make travel bookings on your behalf and to arrange relevant contracts between you and the travel service providers. We have no responsibility for these services, nor do we have the authority to make any warranty or representation regarding their standard. A request cannot be guaranteed. All bookings are subject to the terms and conditions and limitations of liability imposed by these travel service providers. You understand that your legal recourse is against the specific provider, not Mashaer Travel.

Important Conditions: Prices are subject to increase before the time you make full payment. Prices are not subject to increase after you make full payment, except for charges resulting from increases in government-imposed taxes or fees. As noted above, by making the booking, you expressly acknowledge your acceptance of these conditions (i.e. increases before full payment and increases attributable to Saudi Arabian government-imposed Hajj fees or Mutawwaf service charges, fees, or carrier-imposed surcharges after full payment will be your responsibility) applicable to your purchase.

Package or airline ticket Payment: You may be required to make a deposit and such deposits are non-refundable. Final payment is required no less than 60 days before departure unless otherwise stated. Most airfares or services must be paid in full at the time of booking. Mashaer Travel accepts all checks or money orders or any return checks charge $100 each. Your payment is not deemed made until it is received by Mashaer Travel. Your booking is not confirmed until the deposit is cleared by Mashaer Travel’s bank. Please review and verify your airline or package booking itinerary thoroughly and contact your group leader or Mashaer Travel immediately if your itinerary appears to be incorrect or incomplete, as it may not be possible to make changes after 24 hours of airline ticket issuance otherwise penalty may apply or it may not be possible to make changes. Please be advised that once your airline ticket or visa has been processed or issued, there will be NO refunds available for the package(s) you have purchased. Hajj fees issued by the Kingdom of Saudi Arabia or related to the ritual animal sacrifice are additional to and not included in any Hajj package.

Refunds and Cancellation:

  • All travel bookings are non-refundable, with cancellations incurring charges up to 100% of the total booking cost.

  • Date change or stopover fees, if applicable, align with the respective airline's policy.

Reservation Requirements:

  • Reservations require full payment for the package price and a valid passport at the time of payment.

  • Submission of Hajj-required documents is due by the 5th of Shawwal.

Liability and Cancellation Fees:

  • Liability arising from cancellation fees necessitates indemnification.

  • All airline tickets are non-refundable, with associated fees governed by the airline's policy.

 Hajj Cancellation Terms by Mashaer Travel:

  • Cancellation fees are as follows:

    • 90 days before departure: $3,500 per person

    • 60 days before departure: $7,000 per person

    • No refunds within 60 days of departure, regardless of the reason.

  • Written cancellations must be submitted at least 60 days before departure.

  • No refunds for cancellations within 60 days post package payment due to various reasons, including medical or emergency grounds. Cancellation of a visa endorsed on the passport requires a consent letter without any monetary refund.

Non-Refundable Packages and Cancellation Protocol:

  • Pre-paid, high-season, and customized packages are non-refundable and cannot be canceled.

  • Written notification for any cancellation requests regarding travel and tour packages, including Hajj and Umrah, is mandatory.

Cancellation Fees for Various Services:

  • For airline tickets, hotel accommodations, transportation, tours, and Umrah:

    • Cancellation 60 days before departure: 35% per person

    • Cancellation 30 days before departure: 70% per person

    • Cancellation 21 days before departure: The full package price is non-refundable.

Visa Rejection Policy:

  • Visa rejection leads to no refund; Mashaer Travel holds no liability.

  • Visa rejection lies outside Mashaer Travel's control; no details regarding the rejection reason can be provided.

  • In case of visa rejection, the package becomes void, absolving Mashaer Travel from liability. Restarting the process and making new payments at current prices are necessary if travelers wish to proceed.

Airfare Purchase Notice:

  • Airfare purchases are non-refundable; no refunds will be provided for canceled bookings.


Responsibility: We always do our best to make sure your travel arrangements are satisfactory. However, Mashaer Travel and its affiliates and their employees,  officers, directors, successors, and assigns do not own or operate any entity that provides goods and services for your travel including without limitation, lodging facilities, airline,  motor coach, or other transportation companies, guides or guide services, local ground operators, providers or organizers of optional excursions, food service providers, etc. All such persons and entities are independent contractors and are in no way affiliated with Mashaer Travel.

Liability: Mashaer Travel is not liable for any negligent or willful act or failure to act of any travel service provider or any third party. In addition and without limitation, Mashaer Travel is not responsible for any injury, loss, death, inconvenience, delay, or damage to person or property in connection with the provision of any goods or services whether resulting from, but not limited to, acts of God or force majeure, illness, disease, acts of war or civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of accommodations, mechanical or other failures of airplanes or other means of transportation, or for any failure of any transportation mechanism to arrive or depart on time. Also be advised that certain foreign facilities such as air-conditioning systems in public places, hotels, building accommodations or tents, and motor coaches may not be up to U.S. standards. If due to weather, flight schedules, or other uncontrollable factors, you are required to spend additional night(s), you will be responsible for your hotel, transfers, and meal costs. Baggage is entirely at the owner’s risk. from any loss or damage resulting from non-digital passports, improper passports, or insufficient visa blank pages, visas, green cards, transit visas, or other documents. The prices of these tours are based on rates in effect (including foreign exchange rates) at the time of printing and are subject to change without notice. Under circumstances where liability cannot be excluded, such liability is limited to the value of the purchased travel arrangements. You specifically agree that Mashaer Travel is not liable for any consequential loss or damage.

Mashaer Travel will not be responsible for failure to follow instructions, including but not limited to check-in and check-out times and baggage handling. In the event of a flight delay or missed connection, it is the responsibility of the airlines to determine exactly what procedure will be followed. Mashaer Travel takes no responsibility for any additional costs due to delay of meals during Hajj, Umrah or missed connection of confirmed flights, baggage loss, or delay or transit layover hotel accommodations. All additional costs will be solely the responsibility of the passenger and Mashaer Travel will not be liable.

The policy chosen by that carrier shall be based on its procedures and shall not be the responsibility of Mashaer Travel and its affiliates will not be responsible for any person's missing any part of the program due to his negligence or delay or absenteeism for any time during the tour and will not be responsible for any additional expenses for the participant to rejoin the tour.

Passports: All individuals departing from the United States of America must have a valid passport. It is your responsibility to ensure that you have valid travel documentation, including but not limited to passports and visas, which meet the requirements of immigration and other government authorities at every destination.

You are responsible for confirming with the United States Department of State or representative government agency of the country to which you are traveling to confirm the requirements for visas and/or other requirements for admission to your destination. Any fines, penalties, payments, or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility.


Travel Documents: Travel documents including, without limitation, airline tickets, hotel vouchers, tour vouchers, or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions such as, but not limited to, being nonrefundable, non-date-changeable, and subject to cancellation and/or amendment fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. An incorrect name on a booking may result in an inability to use that booking and the booking being canceled. Any errors in names, dates, and timings may result in an inability to use that booking and the booking being canceled. Any errors in names, dates, and timings on your documentation will be your responsibility if not advised at the time of booking.


Refusal of Service: Service providers reserve the right to refuse service to travelers at their sole discretion and without limitation if the traveler, lacks proper documentation for the country of destination, has a contagious disease, or manifests disruptive and/or unruly behavior.


Mashaer Travel is not responsible or liable for the granting/denying or delay of any type of visa (Hajj, Umrah, business, work, family, or visit) or documents from any Embassy or Consulate. It is understood and agreed that Mashaer Travel does not assume any responsibility for handling your passports and other documents. You hereby agree to indemnify and hold Mashaer Travel harmless against any cause of action, lawsuit, or other liability that arises from visa issuance, the delivery of your documents to or by any mail delivery carrier, including, but not limited to, FEDEX, UPS and USPS couriers. Any issues relating to the delivery of packages/passports are to be addressed with these respective agencies.


Mashaer Travel is an Agent provider and cannot be held responsible or liable for any claims that may arise from its vendors. Vendors include but are not limited to, Hotels, Airlines, Transportation companies, Catering companies, Consulate offices, Embassies, and government service providers in Mina, Arafat, and Muzdalifah. Mashaer Travel recommends that customers obtain and review the warranties provided by the vendors if any such situation shall arise Situations for which Mashaer Travel is not liable include but are not limited to Cleanliness & and upkeep of Hotel or building accommodation rooms and toilets, delayed flights, Mina & Arafat tent locations, size and electrical power, Mina & Arafat bathroom conditions, Air Conditioning units in Mina & Arafat, and stalled or damaged buses.

Permits & Permissions: All Umrah/Hajj/Travel packages are subject to travel mandates, restrictions, and regulations that may change at any time. These are not only limited to entrance into KSA from specific countries, proof of vaccination, COVID-19 rules and regulations, limitations on occupancy in hotels, limitations to dining in restaurants, limitations on movement within Saudi Arabia, limitations on entering Haram, limitations on performing worship, Umrah, limitations on age, etc. all for which Mashaer Travel cannot be held liable in any manner.


Travel Insurance: For your protection, we strongly recommend that you purchase trip cancellation and travel accident insurance. Situations that may be aided by possession of traveler insurance include but are not limited to lost luggage, Medical Expenses, personal expenses, and last-minute cancelations. You will be required to accept a disclaimer. Mashaer Travel is not an insurance company and has no responsibility for the submission, payment, or adjustment of any insurance claims. Any claims that may fall under the relevant travel insurance policy must be submitted to the insurance company directly.


Lost Luggage handling: Mashaer Travel is not responsible for any lost or stolen luggage or jewelry or any valuable or cash or personal items for the duration of any of our packages. Mashaer Travel is not responsible for any lost luggage by the Airline or during customer transit from the airport to the hotel in Saudi Arabia or elsewhere. Mashaer Travel recommends customer purchases insurance to protect themselves should such a situation arise.


Health and Special Requirements: It is your responsibility to ensure you are aware of any health requirements for your travel destinations and to ensure that you carry all necessary vaccination documentation. You must carry two sets of all your daily medicines in a small handbag.

Customer understands that Tour packages are often held in developing and undeveloped countries, due to this there are many unknown and inherent risks associated with embarking on journeys of this nature. The customer acknowledges that Mashaer Travel cannot be held responsible for any damages resulting from any acts including but not limited to: negligence of the Vendor, political unrest, and forces of nature. Furthermore, Mashaer Travel, or any of Mashaer Travel’s staff, are not qualified to provide medical assistance should the need arise. Customers will not hold Mashaer Travel responsible for its inability to treat or care for customers. In addition, Mashaer Travel is not responsible for delays in the arrival of medical personnel. The customer understands that many of our tour packages involve long and exhausting walks and waiting times. Particularly our hajj/umrah packages can take an exhausting physical toll on any customer regardless of physical and mental condition. Customers with prior physical conditions are required to disclose to Mashaer Travel staff before booking. Mashaer Travel will do its best to accommodate customers with health conditions, however by purchasing a package from Mashaer Travel, customer warrants that they can complete and participate in all aspects of said package. Should customers be unable to participate in any aspects of our tour packages, it is the customer’s responsibility to find a companion to assist them. Mashaer Travel cannot be held responsible for any injuries, loss of life, health scares, illnesses, infections, exposures to any pandemic, bacterial, and viral outbreaks in any country of any kind. By traveling with Mashaer Travel we solely take full responsibility and release Mashaer Travel of any liability including but not limited to medical, financial, travel/logistics related services, procedures, services, or otherwise. Mashaer Travel is not liable for costs related to hospitalization(s), treatment(s), test(s), PCR tests, medical transport(s), medication(s), and quarantine(s).    

Health and Fitness: Participating in Mashaer Travel's tour packages may involve physically demanding activities that require a certain level of fitness. By joining our packages, you affirm that you possess the necessary physical and mental fitness to fully engage in these activities. This includes abilities such as walking up to three miles in desert heat, enduring temperatures exceeding 130°F, tolerating significant air pollution, and using facilities that might not comply with the Americans with Disabilities Act of 1990.

It is your responsibility to assess whether you are physically and mentally fit for the destinations and activities included in the tour packages. You certify that you do not have any physical, mental, medical, or emotional conditions that could endanger yourself, fellow travelers (referred to as "Guests"), or others.

Mashaer Travel holds no liability for any part of the tour that you are unable to participate in due to your health or fitness level. We reserve the right to refuse service, passage, or require disembarkation for any Guest whose physical or mental condition, or behavior, poses a risk to their well-being or that of other Guests or staff members.

Should denial of service, passage, disembarkation, or confinement occur based on these terms, Mashaer Travel will not be liable for refunds, compensation, or damages. Disembarkation expenses will be solely your responsibility, and you agree to indemnify Mashaer Travel for any costs incurred.

I as the head decision maker of my party will be signing and agreeing to the terms and conditions on their behalf. My party has agreed to waive and release all rights and claims against Mashaer Travel. I have carefully read, comprehended, and acknowledged the contents of the Terms and Conditions provided by Mashaer Travel. Upon submission of my/our document(s), passport(s), or payment(s) to Mashaer Travel, whether through delivery service, in-person drop-off, or electronically, I fully agree to the terms outlined in the aforementioned contract. I hereby waive and release all rights and claims against Mashaer Travel.


For any questions or concerns regarding these Terms, please contact our customer support team at

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