General Terms and Conditions

1. Definitions

In these terms, the following words have the meanings given below:

• “Haqqi Tours”, “we”, “us” and “our”: Haqqi Tours (حقي تورز), a travel agency and tour operator. Haqqi Tours is a trading name of RoomsFinder Ltd, a company based in London, United Kingdom. VAT registration number GB 348711976.
• “You” and “traveller”: the person who makes a booking request and every person travelling under that booking. The person who makes the booking is the “lead traveller”.
• “Service”: any travel service we arrange, including guided day tours, attraction and museum tickets, private transfers, multi-day packages, and flight, train and ferry tickets.
• “Supplier”: a third party that delivers or issues all or part of a Service, such as an airline, rail operator, ferry operator, attraction operator or hotel.
• “Written confirmation”: the message we send you on WhatsApp or by email stating the exact price, currency, date and times, inclusions and exclusions, meeting point and the change and cancellation conditions of a specific Service.
• “Website”: www.haqqitours.com.

2. Scope and acceptance

These terms apply to all Services booked with Haqqi Tours, whether the request is made through the Website, by email, by telephone or on WhatsApp. They form part of the contract between you and us together with the written confirmation for each Service.

If there is any difference between these terms and a written confirmation, the written confirmation prevails for that Service. By accepting a written confirmation, the lead traveller confirms that they are at least 18 years old, that they accept these terms on behalf of all travellers in the booking, and that they have authority to do so.

3. Our role: operator and agent

For Services that we run ourselves, such as many guided tours and private transfers, we act as the operator and are responsible for their delivery in accordance with these terms.

For Services delivered or issued by Suppliers, such as flights, train and ferry tickets, attraction tickets and hotel accommodation, we act as an agent on behalf of the Supplier. In that case your contract for the Service itself is with the Supplier, and the Supplier’s own conditions apply in addition to these terms. We are responsible for arranging the booking correctly and passing on the information you give us, but not for the Supplier’s performance. The written confirmation indicates the Supplier concerned where relevant.

4. Booking requests and written confirmation

There is no online checkout and no customer account on the Website. To request a Service, you fill in the booking or enquiry form on the relevant product page, giving the date, the number of adults and children, the ages of children, your hotel or pickup address, your flight number for transfers, your name, telephone or WhatsApp number, email address and any message.

Your request is sent by email to our team, which replies on WhatsApp or by email with a written confirmation. Sending a form does not create a booking and does not commit you to anything; nothing is charged before you receive the written confirmation.

A booking becomes binding only when both of the following have happened: you have accepted the written confirmation, and payment has been made by the agreed method. Until then, availability and prices are not guaranteed.

Please check the written confirmation carefully as soon as you receive it, including names, dates, times, pickup address and number of travellers, and tell us immediately of any error. Names on tickets must match travel documents exactly.

5. Prices and currency

Prices shown on the Website are indicative “from” prices in the displayed currency. They are given for information and may change until confirmed in writing, for example because of the date, the number of travellers, availability or Supplier pricing.

The price stated in the written confirmation is binding for the Service described in it. It is stated together with its currency and with a clear list of what is included and excluded. Items not listed as included, such as meals, personal expenses, optional activities or gratuities, are not part of the price.

Children’s prices depend on the age bands stated for each Service. The age that applies is the child’s age on the date of the Service, and we may ask for proof of age where a Supplier requires it.

6. Payment

Payment is made by the method agreed in the written confirmation: bank transfer, card, or cash where this option is offered. The written confirmation states the amount due, the currency and any payment deadline.

Card payments are taken through a secure payment link issued by Stripe on behalf of RoomsFinder Ltd, our registered company in the United Kingdom. Your card details are entered on Stripe’s secure page and are never seen or stored by our team; the payment appears on your statement under RoomsFinder Ltd.

Bank charges and currency conversion costs charged by your own bank or card issuer are your responsibility unless otherwise stated. If payment is not received by the agreed deadline, we may release the reservation, because many Supplier places and tickets cannot be held without payment.

For security, our team will only ask for payment through the channels and details stated in your written confirmation. If you receive any payment request that seems unusual, please check it with us at info@haqqitours.com or on WhatsApp (@haqqitours) before paying.

7. Changes requested by you

If you wish to change a confirmed booking, for example the date, time, number of travellers or pickup address, please contact us as early as possible on WhatsApp or by email. We will do our best to help, but changes depend on availability and on the conditions of the Service and the Supplier.

The change conditions that apply to each Service are stated in the written confirmation. A change may lead to a price difference or to Supplier charges; we will tell you of any such cost before the change is made. Some Services, such as issued tickets with a fixed date, cannot be changed at all.

8. Cancellation by you

There is no single cancellation rule for all Services. Cancellation conditions depend on the type of Service and on the Supplier, and the conditions that apply to your specific Service are discussed with you and stated in writing in the written confirmation before you pay. Those written conditions prevail.

As a general guide only:

To cancel, write to us on WhatsApp or by email. The time we receive your message is used to apply the written conditions. If you do not arrive for a Service or arrive too late to take part (a “no-show”), the consequences are those stated in the written conditions for that Service.

• many attraction tickets and timed entries cannot be refunded once they have been issued;
• flight tickets follow the fare rules of the airline;
• train and ferry tickets follow the rules of the transport operator;
• private transfers and tours have their own notice periods;
• multi-day packages may have staged conditions that depend on how far in advance you cancel.

9. Changes and cancellation by us

We may need to change or cancel a Service for reasons such as adverse weather, safety concerns, the closure of a site or operator, or an insufficient number of participants for a group departure. We will tell you as soon as reasonably possible.

If we must cancel a Service, we will offer you an alternative date or Service, or a refund of the amount you paid for the Service that was not delivered. You may choose between them where both are possible.

Minor changes, such as a small adjustment to a pickup time, the order of visits within an itinerary or the replacement of a vehicle or guide with an equivalent one, may be made without notice where they do not significantly affect the Service.

10. Guided tours

Most of our day tours are shared group tours, unless the written confirmation states that a tour is private. The following rules apply:

• Meeting point and punctuality: the meeting point or pickup time is stated in the written confirmation. Please be ready a few minutes before the stated time. Shared tours cannot wait for late travellers, as this would affect other participants.
• Itinerary: itineraries describe the planned programme. The guide may change the order of visits or the time spent at a stop because of traffic, opening hours, crowds, religious services, weather or safety.
• Weather: tours generally operate in normal weather conditions. Where weather makes a tour or part of it unsafe or impossible, we will change or cancel it as set out in section 9.
• Group size: group tours may have minimum and maximum numbers of participants. If the minimum is not reached, we may cancel the departure as set out in section 9.
• Guide language: the guide language is the one stated in the written confirmation. Other languages are available only where confirmed in writing.
• Children: children must be accompanied by an adult at all times, who remains responsible for them. Some tours are not suitable for very young children, which we will tell you before you book.

11. Attraction and museum tickets

Attraction and museum tickets are issued under the conditions of the operator of the site. Please note:

Opening hours, closed areas and access rules are set by the site operator and may change without notice. Temporary closure of part of a site is not a reason for compensation unless the written conditions say otherwise.

• Timed entry: many tickets are valid only for the date and time slot shown. Arriving after your slot may mean that entry is refused.
• Identification: some sites require each visitor to show a passport or identity document, and some reduced tickets require proof of age or status. Please carry the required documents.
• Non-transferable: tickets are issued in the names given to us and generally cannot be transferred to another person or used on another date.
• Security checks and dress codes: sites may apply security checks and dress requirements, particularly at religious sites. Entry refused for these reasons is outside our control.

12. Private transfers

Private airport and city transfers are provided in the vehicle category stated in the written confirmation, such as a sedan, a minivan for up to 7 passengers, a Sprinter for 8 to 13 passengers, or a GMC in Saudi Arabia. The following rules apply:

• Flight tracking: for airport arrivals, please give us your correct flight number. We use it to follow your flight and adjust the pickup time to delays.
• Waiting time: the driver waits for the period stated in the written confirmation. Beyond that period, additional waiting time may be charged or the transfer may be treated as a no-show, as stated in the written conditions.
• Luggage: the vehicle is chosen according to the number of travellers and the luggage you have declared. Please tell us about large or extra items, such as oversized suitcases, pushchairs or sports equipment, in advance.
• Child seats: child seats are available on request and must be confirmed in writing in advance.
• Address accuracy: you are responsible for giving a complete and correct pickup and drop-off address. Delays or extra costs caused by an incorrect address are your responsibility.
• Contact: please keep your telephone or WhatsApp reachable on the day of the transfer so that the driver can contact you.

13. Multi-day packages

A multi-day package combines several Services, such as accommodation, transfers, tours and tickets, into a single programme. The written confirmation lists every component, the inclusions and exclusions, and the payment and cancellation conditions, which may be staged according to the date of cancellation.

Where a package includes Services provided by Suppliers, such as hotels or transport, those Suppliers’ conditions also apply to their components. If a component cannot be delivered, we will provide a replacement of equivalent standard where possible or refund the value of the undelivered component. Mandatory rights you may have under the package travel laws applicable to you are not affected.

14. Flight, train and ferry tickets

When we issue flight, train or ferry tickets, we act as agent for the carrier. The carrier’s conditions of carriage and fare rules apply, including those on changes, cancellations, luggage allowances, check-in deadlines and boarding.

Names on tickets must match the names in the travellers’ passports or identity documents exactly. Please check the spelling before you confirm, because many carriers charge for corrections or do not allow them at all.

Schedule changes, delays and cancellations decided by the carrier are the carrier’s responsibility, and any compensation is governed by the carrier’s conditions and the applicable passenger-rights rules. We will assist you in contacting the carrier where we can.

15. Travel documents, health and insurance

Each traveller is responsible for holding a valid passport or identity document, any visa or entry permit required for the countries visited or crossed, and for meeting any health or vaccination requirements. Requirements may depend on your nationality and can change at short notice, so please check them with the relevant authorities before travel.

We are not responsible if a traveller is refused boarding or entry, or cannot take part in a Service, because of missing or invalid documents. Travellers are also responsible for arriving on time at meeting points, airports, stations and ports.

We strongly recommend that you take out comprehensive travel insurance covering cancellation, medical expenses, repatriation, personal accident and luggage before you travel.

16. Conduct

Travellers must respect local laws and customs, the instructions of guides, drivers and site staff, and the comfort and safety of other participants. We, our guides or drivers may refuse to start or continue a Service with any traveller whose behaviour endangers safety, causes serious disturbance or breaks the law. In that case, no refund is due for the Service that was not used.

You are responsible for any damage you cause to vehicles, equipment or property during a Service.

17. Accessibility and special needs

Please tell us about any reduced mobility, medical condition, dietary requirement or other special need when you make your request. We will tell you honestly whether a Service is suitable and what arrangements can be made.

Some Services involve walking, stairs, uneven ground or sites with limited access. We will do our best to meet special requests, but they are confirmed only when stated in the written confirmation.

18. Our liability and its limits

We are responsible for delivering the Services we operate with reasonable care and skill, as described in the written confirmation. For Services provided by Suppliers, our responsibility is limited to arranging the booking correctly; the Supplier is responsible for performing its Service under its own conditions.

To the extent permitted by law, we are not liable for loss or damage caused by the traveller, by a third party unconnected with the Service, or by events beyond our control. Where our liability arises, it is limited to the price paid for the Service concerned, except for death or personal injury caused by our negligence or any other liability that cannot be limited by law.

Nothing in these terms excludes or limits mandatory rights you have under applicable consumer-protection law. We are not responsible for personal belongings left in vehicles or at sites, and we recommend that you keep valuables with you.

19. Force majeure

We are not liable for failure to perform, or for delay in performing, any obligation caused by events beyond our reasonable control, such as natural disasters, extreme weather, epidemics, war, civil unrest, terrorism, strikes, government decisions, closure of airports, roads or sites, or failures of public infrastructure.

In such cases we will inform you promptly, try to offer a suitable alternative and, where a Service cannot be delivered at all, apply the arrangements described in section 9, subject to the conditions of the Suppliers concerned.

20. Complaints

If something is not right during a Service, please tell your guide or driver, or contact our operations desk on WhatsApp (@haqqitours) immediately. Most problems can be solved on the spot, and we may not be able to correct a problem we were not told about at the time.

If you remain dissatisfied after the Service, please email info@haqqitours.com within 14 days of the end of the Service, giving your booking details, a description of the problem and any supporting documents. We will acknowledge your complaint and reply as quickly as possible.

21. Reviews, photographs and feedback

We welcome honest reviews and feedback. Reviews you publish must be truthful and must not contain offensive or unlawful content or other people’s personal data.

If a guide takes photographs during a tour, we will use photographs or reviews in which you can be identified for promotional purposes only with your consent. If you do not want to appear in photographs, please tell your guide.

22. Data protection

We process the personal data you give us in order to answer your request, deliver your booking and meet our legal obligations, in accordance with the UK GDPR and the Data Protection Act 2018 and, for travellers in the EU and the EEA, the GDPR. Full details are given in our Privacy Policy and our Cookies and Marketing Preferences page.

23. Governing law and disputes

These terms and every contract concluded under them are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction over any dispute, without prejudice to the mandatory consumer-protection rights of the traveller’s country of residence.

Before taking formal action, we invite you to contact us so that we can try to resolve the matter amicably.

24. Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the one in force on the date you accepted your written confirmation. The date of the latest update is shown on this page.

25. Contact

Haqqi Tours, a trading name of RoomsFinder Ltd, London, United Kingdom. VAT No. GB 348711976. Email: info@haqqitours.com. WhatsApp: @haqqitours. Website: www.haqqitours.com. Our operations desk answers 24 hours a day, 7 days a week, in Arabic and English. Company and VAT details are shown above; further details are available on request from info@haqqitours.com.