Customer Services

On this page you can find information about Noori Travel & Tours customer service that will guide you how to change or cancel an order, about consumer contracts regulations 2013, what to do with missing, incomplete or damaged items, returns procedure, refund policy and terms & conditions.


Change or Cancel an Order (Goods)

We are sorry that in most circumstances it is not possible to make changes to your order once you have placed it.

  • To add products to your order, please place a new order for these items or contact our offices in reasonable time before despatch to add or remove products.
  • To change details of your delivery address, remove items from your order or cancel it completely, please contact our office on 0203 3185 786 Monday – Friday between 10am and 6.30pm. Please be ready to quote your order number and order date
  • If your order has already been dispatched or delivered, then you will need to follow our Returns procedure in the event of any incorrect or damaged items


Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services
  • Your right to return products does not apply to goods made to your specification or which by reason of their nature cannot be returned if safety seals have been broken or are liable to deteriorate or expire rapidly
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
  • You can cancel by email: or call 0203 3185 786.
  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery)

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.


Missing, Incompleate or Damaged Items

If your order has not arrived, or arrives incomplete, please check the number of parcels in your consignment. Some orders may be sent in multiple boxes that may arrive seperately. To check delivery statuses directly with our delivery provider please use the following contact details

Royal Mail: - enter consignment number and delivery postcode.

Parcelforce: – enter consignment number and delivery postcode.

If your order is incomplete, damaged or does not arrive within the expected time period, please notify our team within 7 days on 0203 3185 786 or email quoting your invoice or order number.

Please note that we do not offer standard Royal Mail as a delivery option as there is no tracking available.


Returns Procedure

Depending on the product type, you can return orders via our office or by sending the goods back to;

Noori Tours & Travel, 33-35 Parliament Street, Peterborough, CAMBS, PE1 2LS.

If you want to return items you’ve collected please take them back to our office at the above address. We are able to offer to cover the cost of returning incorrect or damaged items after agreeing responsibility within 30 days of purchasing.

When returning unwanted items, the buyer must cover the cost of returns. We will only accept returns of unused and sealed goods in their original packaging, purchased in the last 14 days. It is advised that all returned goods are sent via a tracked service.


Refund Policy

If there is any doubt when ordering products, please contact our office on 0203 3185 786 to discuss your requirements and a member of our team can advise suitability and help to ensure the goods are fit for purpose.

We want you to be happy with your purchase. If you're not, just return the product to us following the instructions above, and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.


Terms & Conditions

  • If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 21 days of purchase
  • It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect that it's undamaged and unused in original packaging with any seals still in place
  • When returning unwanted items, the buyer must cover the cost of returns. We will only accept returns of unused and sealed goods in their original packaging, purchased in the last 14 days. It is advised that all returned goods are sent via a tracked service.
  • We are able to offer to cover the cost of returning incorrect or damaged items after agreeing responsibility within 30 days of purchasing.


Change or Cancel an Order (Services)

All services offered (package holidays & flights) by Noori Travel & Tours Ltd  (Reg No. 5745426), The Company’s registered office being 33 Parliament Street, Peterborough, CAMBS, PE1 2LS are ATOL protected by the Civil Aviation Authority. Our ATOL No is: 10487.

We are also bound to and follow the Consumer Contracts Regulation 2013.

The booking Terms and Conditions are listed below. Please study these carefully as all contracts are subject to the following being agreed.


Your Obligation to Us



Your contract with the Company is made once the following steps have been completed.

On completion of a booking confirmation of the package from us and the correct amount being paid. The invoice being received from Noori Travel & Tours LTD.

If making a booking on behalf of other passenger’s you guarantee that you have the authority to accept our conditions on behalf of all members of the group you are representing.

The confirmation you receive from us must be checked carefully and raise any queries with us immediately upon receipt. Your contract with The Company is subject to English Law governed by the jurisdiction of the English Courts and is deemed to have been made by The Company at their offices in Peterborough.


The payment

The full payment must be made to the Company upon completing your package selection. The payment could be made by a bank transfer or cheque (provided there are 5 minimum working days to clear the cheque). Your booking may be cancelled if you fail to make full payment on time as advised. The cancellation charges are clearly defined below which will be payable by you after the cancellation.


Change or Alteration your Booking

Once you have received our confirmation of your booking if you wish to alter any arrangements, we will try to fulfill it, however you must immediately inform us in writing with details of the alterations required on The requested alteration will be subject to availability and the agreement by the concerned supplier’s and will be subject to an administration charges of £50/- per person together with any other charges or expenses incurred by The Company.

In most cases a change in transfer or change of name will mean the cancellation and re-booking of the schedules, the flights and hotels. It could cause a significant additional charge. This charge could be as much as the full package cost. You should be aware that these costs may increase the closer to the departure the changes are made by you. If you change the number of people in your party the price will be recalculated to the new party size. This may mean that accommodation is under-occupied and the other members of the party may have to pay an increased price.


Cancellation from you

If the booking is cancelled, the person who signed the booking must notify The Company in writing as soon as possible. The following charges will apply from the date on which written notification is received by The Company.


Cancellation Charges

Cancellation more than 28 days before departure £50 per person

Cancellation 27-14 days before departure -25% per person of Package cost.

Cancellation 14-7 days before departure -55% per person of Package cost.

Cancellation 7-2 days before departure -90% per person of Package cost.

You may have independent travel insurance policy, if you have to cancel for a reason covered by your insurance policy. Follow the procedure laid down by the insurers. This should enable you to reclaim the cancellation charges subject to any policy excess.



We give complaints our utmost priority. If you have any reason for a complaint whilst on your pilgrimage through us, this must be brought to the attention of The Company’s local appointed representative/agent, the hotel management or other supplier immediately so that action can be taken to tackle the problem.

If you representative/agent or the hotel management be unable to resolve the problem, please contact The Company office in the UK immediately. If you do not follow the above procedure, The Company will be deprived of the opportunity to investigate, rectify your complaint whilst you are on your pilgrimage or trip.


The Company’s obligation

While booking with The Company, you acknowledge that there is a risk associated with the Umrah and some other travel arrangements dependent on the time of year. The risks include overcrowding in hotels and poor management of public places. You should be fit enough to undertake the Umrah and you must take reasonable care for your own safety and the safety of other persons in your group at all times.

If a member of your party is injured or killed as a result of an element forming part of your arrangements booked before departure from the UK, the responsibility could be accepted if the death or injury is due to a fault on our part or the part of our agents or suppliers. If any part of your booking arrangements before your departure from the UK is not as explained in our brochure, or not of a reasonable standard, The Company will accept responsibility if this is due to a fault on our part or that of our agents or suppliers. The Company do not accept responsibility it any death, personal injury or failure of your pilgrimage arrangements is not caused by any fault of The Company, or our agents or suppliers. The Company do not accept responsibility if the death, personal injury or failure of the arrangements is due to unforeseen circumstances which, even with all due care, The Company, our appointed agents or suppliers could not have anticipated or avoided.

The payment to you or another member of your party for death, personal injury or illness, you must give The Company or our insurers the rights you may have to take action against the person or organization responsible for causing the death or personal injury or illness. You must co-operate fully with The Company in seeking recovery of any payment made.



The Company reserves the right to change the package price at any time without prior notice and you will be informed accordingly. The quoted price of an airline ticket may be increased in the case of the airline imposing a surcharge, if tickets not issued on given time limit. The price may be increased if government impose any charges pertaining to you travel. The package price may also be increase as a result of changes in prices from our suppliers in Saudi Arabia (hotels, transport etc.). In this instance an increase up to 5% will be absorbed by The Company.  In case increase is more than 5%, you have right to cancel your package and claim full refund subject to refund charges of Airline tickets. Alternatively you may choose to pay for your package in full at the time of booking, in which case The Company will fix the price and no charges or increase will be made.


Alteration of your confirmed booking

Whilst everything will be done to provide the Umrah or other package as confirmed, The Company may occasionally have to change your arrangements or part of them. The Company reserves the right to do so without prior notice. In the case of alterations, The Company will do its best to notify you before departure. If The Company has to make significant alterations to your arrangements, it will notify you as quickly as possible.


Significant alterations include:-

  • A change of airport (except between airports serving the same city)
  • If the outward or return flight is rescheduled by more than 24 hours you may then:
  • Accept the change and the contract will be varied to incorporate the change;
  • Take a comparable alternative Umrah or other package subject to availability;
  • Withdraw from the booking completely in which case The Company will make a full refund of the payment made by you.
  • Requested hotel not being available in such case similar category hotel will be provided or the difference being paid if the hotel provided is not the same category as requested.


The factors affecting flights stopping at an airport en-route are not normally known in time for notification, such alteration is not regarded as a significant change and neither are changes in carrier or aircraft type. The Company is not liable to pay compensation where the changes are by reason of unusual and unforeseeable circumstances beyond The Company control and which could not have been avoided by the exercise of all due care.

These could include, but are not limited to, war, threat of war, riot, civil strife, terrorist activity (actual or threatened), industrial dispute, technical problem with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, epidemic, flood, drought, unavoidable technical problems with transport, and adverse weather. The Company is also not liable to pay compensation where the change is by reason of low bookings, which applies where an insufficient number of people book a pilgrimage for it to be financially viable. All group pilgrimages require a minimum number of bookings before they will operate.

The Company does not accept liability for delays to flights to or from the United Kingdom or for any cancellation of flights. The Company is also not liable to pay any compensation in case of delay departure as they are subject to air traffic control.


Cancellation by The Company

Cancellation may be necessary in exceptional circumstances. The Company reserves the right to cancel your package. If this happens you will be offered the choice of an alternative package of comparable standard (if available) or full and prompt refund of all monies you have paid. The Company will not be liable for any compensation.

If The Company cancels your package should you fail to make any payment by the due date, The Company will not be liable for any compensation.

If The Company cancels your package as a result of insufficient bookings, in these circumstances you will receive a full and prompt refund of all the payments made by you, however no compensation will be paid as your package was cancelled due to circumstances beyond The Company control.



Generally, in The Company’s reasonable opinion or in the reasonable opinion of the airline pilot, the hotel manager, the tour leader or the other person in authority, if your behavior is causing danger and or damage to property or clearly affecting the enjoyment of others, The Company reserves the right to terminate your contract. Should this happen, no refund or compensation will be paid. If your behavior results in The Company being forced to pay additional charges, The Company will seek to recover these in full from you.

The Company will not tolerate any kind of verbal or physical abuse to its employee by anyone before or during Umrah or any package.


Data Protection Privacy Policy

Any information about you or members of your party, including your names, contact details and any special needs, disabilities or dietary requirements is collected by The Company, when you enquire or make a booking. It is your responsibility to ensure that other members of your party are aware of booking conditions and this policy. Also that each person agrees to you acting on their behalf in your dealings with The Company. The Company may disclose this information to our service providers (who may be located outside the UK/EU) for the purpose of providing you with your travel arrangements and insurance.

Only the minimum required information for this purpose will be disclosed. In the case of air travel, it may be mandatory for us to disclose information for security and anti-terrorism purposes, or any other purpose imposed on us by governments or airlines. The Company may disclose your information to companies who act as data processors on our behalf. The information, for example relating to your religion or health, may be sensitive personal data within the meaning of the Data Protection Act 1998. The Company needs this information to cater for your needs, but it is collected on condition that The Company have your consent. If you do not agree to the use of your information, The Company cannot accept your booking.

The Company may contact you by post with information about special offers or pilgrimages, if you do not wish to receive such information, please notify The Company. You have the right to ask The Company in writing for a data request form to obtain a copy of the information, which The Company holds about you. You may be charged a fee for this service. Any such request should be addressed to The Company’s Secretary.

Umrah Visa

The Company visa service allows us to apply on your behalf for Umrah visas to Saudi Arabia. The Company is unable to guarantee the obtaining of any visa and consequently accept no liability whatsoever for any refusal or delay in obtaining an Umrah visa. The Company reserves the right to claim any associated costs incurred as a result of the delay or refusal. The Company is also not liable for any delay in obtaining Umrah visas due to misplace/loss of a passport in the embassy. The Company is not liable if the embassy keeps a passport for a longer period due to additional checks.


ATOL Regulation

“Your Financial Protection When you buy an ATOL protected 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.”

“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).”

“If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid suns you have claimed under the ATOL scheme.”

“All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to:

General & Health Information

It is your responsibility

  • To check your tickets, vaccination certificates, accommodation vouchers, passport, visa or anything else which might prevent you from being allowed to travel.
  • You must notify The Company immediately if you think any information is incorrect. The Company will not be responsible for any problems which may arise in the event that you failed to notify The Company.
  • To make sure that your passport is valid for at least six months after the date your pilgrimage ends.
  • To consider taking out travel insurance for your trip. The Company recommends this in all circumstances.
  • To ensure that you comply with all travel health requirements, such as recommended vaccinations.
  • To ensure that you understand and are aware of the rituals of your Umrah or and how to perform them.
  • To be aware that during peak season, particularly the Ramdan period, because of the large number of people on pilgrimages and subsequent problems of overcrowding, your room facilities or furniture may be different. The Company is unable to prevent this from occurring on occasion and accept no liability for it.
  • To be aware, particularly at the time of the Ramdan, flights and destination airport can sometime be altered at the last minute. The Company has no control over this and you should accept that this could happen to you.
  • We will advise you not to book any Zam Zam (Any Cargo) with us or any of our staff in Madina OR Makkah, if you still insist on booking water we are not responsible at all of its arrival & monies paid to them
  • To understand that Saudi Arabia is not subject to the same health and safety regulations that exists in the UK and Europe. In many areas, the operation of certain amenities and facilities may be subject to local licensing laws or religious pilgrimage. Maintenance and local energy conservation measures may mean that the hotel or apartment limits certain facilities, e.g. air conditioning or water supplies. In addition, unusual weather conditions may cause electricity failure. The Company will not be liable for any damage or losses arising from this. In most cases this leads to a useful experience but you should be aware that accommodation in apartments and hotels is (or may be) provided on a shared basis (unless appropriate extra fee have been paid and this is stated on your confirmation contract). All information about the hotels has been provided by those hotels and may not have been verified by The Company. All hotel rooms have private bathrooms but you should be aware that the sizes of the rooms are usually smaller than those in the UK and Europe.
  • To understand that the star rating of the hotels has been devised by The Company and indicates the high standard of hotel offered, the meals are provided on a self-service basis in hotel and apartments. You should be aware that the food served is local food and may vary from day to day. 


Please also note

To observe the laws, regulations and instructions applicable in the Kingdom To leave the Kingdom and not after expiry of specify period granted by the embassy to perform Umrah. With your Umrah visa, you are not allowed to work in the Kingdom with or without pay. Umrah visa holder cannot stay in the Kingdom to perform Hajj. Need to check exact meanings to punctuate.