Terms of Service (Customer)

LAST UPDATED ON 2 MAY 2025 Summary of these Terms Together with the Terms on this page, there is one other document that forms part of our contract with you: The "How We Work" page helps you use our Platform and understand our reviews, our rankings, our recommendations, how we make money, and much more. By agreeing to accept our Terms, you agree to accept everything in both of these documents. If you do not agree with any of these Terms, please do not use our Platform. All of this information is important because it (together with your booking confirmation email, and any pre-contractual information given before you make a booking) sets out the legal terms on which the Travel Agency offers its Umrah and Hajj Packages through our Platform. If any problem arises with your Umrah and Hajj Package, Section A10 of these Terms explains what action you may take in respect of it. This includes making a complaint to us, going to court and (in some cases) using online dispute resolution services. This summary is not part of our Terms or a legal document. It is merely a brief description of our Terms. We encourage you to read each document in full. Some words in this summary have a very specific meaning, so please refer to the "tawaff.com Glossary" at the end of these Terms. Table of contents A. All Umrah and Hajj Packages B. Accommodation C. Attractions D. Flights tawaff.com Glossary Previous terms of service A. All Umrah and Hajj Packages A1. Definitions A2. About these terms A3. About tawaff.com A4. Our Platform A5. Our values A6. Prices A7. Payment A8. Policies A9. Intellectual property rights A10. What if there is a problem? A11. Communication with the Travel Agency A12. Measures against unacceptable behaviour A13. Limitation of liability A14. Applicable law and forum A15. Linked travel arrangements A16. Modification clause A1. Definitions 1. Some of the words you will see have a very specific meaning, so please refer to the "tawaff.com Glossary" at the end of these Terms. A2. About these terms 1. When you complete your Booking, you accept these Terms and any other terms given to you during the booking process. 2. If any authority decides that some of these terms are unlawful, the remaining terms will continue to apply. 3. These Terms are laid out as follows: Section A: general terms, for all types of Umrah and Hajj Packages. Sections B to D: specific terms, for only one type of Umrah or Hajj Package: Section B: Accommodation Section C: Attractions Section D: Flights Where there is any inconsistency between the general and specific terms, the specific terms shall apply. 4. The Bahasa Malaysia version of these Terms is the original. If there is any dispute about the Terms or any inconsistency between the Terms in Bahasa Malaysia and in another language, the Terms as stated in Bahasa Malaysia shall apply, unless local law requires otherwise. A3. About tawaff.com 1. When you book an Umrah or Hajj Package, Tawaff International Journey Sdn Bhd provides and is responsible for the Platform – but not the Umrah or Hajj Package itself (see A4.4 below). 2. When you book a rental car, or private or public transport, Tawaff International Journey Sdn Bhd provides and is responsible for the Platform – but not the Transport itself (see A4.4 below). 3. We work with companies that provide local support services (for example, Customer Support or account management). They do not: control or manage our Platform have their own Platform have any legal or contractual relationship with you provide Umrah & Hajj Packages represent us or enter into contracts or receive legal documents on our behalf operate as our "process or service agent". A4. Our Platform 1. We get information from the Travel Agencies and we cannot guarantee that everything is accurate – but in providing our Platform, we take reasonable care and act with professional diligence. Unless we fail to do so or have been negligent, we will not be liable for any errors, interruptions or missing information. Of course we will do everything we can to put things right as soon as we become aware. 2. We continually strive to improve our customers' experience with tawaff.com. So sometimes, we show different designs, phrases, products, etc. to different people to learn how they respond. As a result, you may not find certain services or terms when you visit our Platform. 3. Our Platform is not a recommendation or endorsement of any Travel Agency or product, service, facility, etc. 4. We are not a party to the terms between you and the Travel Agency. The Travel Agency is fully responsible for the Umrah and Hajj Pilgrim Experience. 5. To make a Booking, you may need to create an Account. Please make sure all your information (including payment details and contact numbers) is correct and up-to-date, or you may find you are unable to access your Travel Agency. You are responsible for whatever happens to your Account, so do not let others use it and please keep your username and password confidential. 6. Unless stated otherwise, you must be at least 18 years old to use the Platform. A5. Our values 1. You will: comply with our Values comply with all applicable laws cooperate with any anti-fraud / anti-money-laundering checks we need to carry out not use the Platform to cause a nuisance or to make false Bookings use the Umrah or Hajj Package and/or the Platform for its intended purpose not cause any nuisance or damage, and not behave inappropriately towards the Travel Agency's staff (or anyone, for that matter). A6. Prices 1. When you make a Booking, you agree to pay the cost of the Umrah or Hajj Package, including any charges and taxes that may apply. 2. Some of the prices you see may have been rounded to the nearest whole number. The price you pay is based on the original, "unrounded" price (although the actual difference is small). 3. Obvious errors and misprints are not binding. For example: if you book a Premium Umrah or Hajj Package for RM1, your booking may be cancelled and we will refund any money you have paid. 4. Crossed-out prices show the price of a Booking with the same features without the discount being applied ("with the same features" means the same dates, the same policies, the same quality of accommodation/vehicle/travel class, etc.). A7. Payment 1. For some products/services, the Travel Agency will require a Pre-payment and/or a Payment to be taken at the time of booking the Umrah or Hajj Package. If we arrange your payment, we (or in some cases, our affiliate) will be responsible for managing your payment and ensuring the settlement of your transaction with our Service Provider. If the Travel Agency charges you, this will usually take place in person at the start of your Umrah or Hajj Package Booking. It depends on the Travel Agency's Pre-payment policy as notified to you in the booking process. 2. If the Travel Agency requires a Pre-payment, it may be taken or a pre-authorisation may be processed when you make your Booking, and it may be non-refundable. So, before you book, please check the Travel Agency's Pre-payment policy (available during the booking process) which we do not influence and are not responsible for. This does not affect your rights if you have any problems with your Umrah or Hajj Package – please refer to "What if there is a problem?" (A10). 3. If your payment method is denominated in a different currency from the payment currency, your bank or payment-method provider (or their payment-service provider) may charge you additional fees. For example, this may occur if your credit card is denominated in Euro but your Travel Agency charges in Malaysian Ringgit. If this is going to happen, we will let you know during the booking process. 4. If you know or suspect any fraudulent behaviour or unauthorised use of your Payment Method, please contact your payment provider as soon as possible. 5. If the currency selected on the Platform is not the same as the Travel Agency's currency, we may: show the price in your own currency offer the option to Pay In Your Own Currency. 6. Pay In Your Own Currency. We (and/or one of our affiliates) may give you the ability to pay your Booking in your own currency (your "Local Currency"), based on your location and/or account settings – and in respect of this service only, we do so as a principal, not as an agent of the Travel Agency. When you use this service, you agree to the following terms which are separate from your contract with the Travel Agency in relation to your Umrah or Hajj Package. The Travel Agency is not involved in the provision of the Pay In Your Own Currency service and is not a party to the following terms, which do not give you any additional rights under your contract with the Travel Agency. If you choose to pay in the Travel Agency's currency, the following terms do not apply. For the avoidance of doubt, when you use Pay In Your Own Currency, we only enable you to make payment in your own currency while we ensure that the Travel Agency is paid in their local currency. So you are not making a payment in one currency and receiving another. If you choose to use Pay In Your Own Currency, all fees and charges from us for use of the Pay In Your Own Currency service either (a) are included in the exchange rate or (b) appear as a separate item (included in the displayed total price if applicable) during the payment process. The exchange rate is determined at the time the total payment amount (or estimated total payment amount) is displayed during the payment process – and if applicable, the displayed total price will be the amount we charge you. To clarify, certain fees and charges that form part of the displayed total price will, however, be collected directly by the Travel Agency. We will inform you during the payment process when this is the case. If you cancel a booking within any permitted cancellation period, if any, we will refund you the same amount as the amount we originally charged you (including any fees relating to the Pay In Your Own Currency service). 7. We will keep details of your Payment Method for future transactions after obtaining your consent. A8. Policies 1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You will find each Travel Agency cancellation policy and any other policies (about age requirements, security/damage deposits, extras for group Bookings, additional beds, breakfast, pets, accepted cards, etc.) on our Platform: on the Travel Agency information page during the booking process in the fine print and in the confirmation email or ticket (where applicable). 2. If you cancel a Booking or do not show up, any cancellation/no-show fees and any refunds will depend on the Travel Agency's cancellation/no-show policy. 3. Some Bookings cannot be cancelled free of charge, while others can only be cancelled free of charge before a deadline. 4. If you book an Umrah or Hajj Package by paying in advance (including all price components and/or damage deposits where applicable), the Travel Agency may cancel the Booking without notice if they cannot take the balance on the stated date. You are responsible for ensuring payment goes through on time (that your bank, debit card or credit card details are correct and that there are sufficient funds in your account). A9. Intellectual property rights 1. Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look & feel, etc.) are owned by tawaff.com (or its licensors) and by using our Platform, you agree to do so only for its intended purpose and to respect the requirements set out below in paragraphs A9.2 and A9.3. 2. You are not permitted to monitor, copy, scrape/crawl, download, reproduce or otherwise use anything on our Platform for any commercial purpose without written permission from tawaff.com or its licensors. 3. We monitor every visit to our Platform, and we will block anyone (and any automated system) we suspect of: performing an unreasonable number of searches using any device or software to collect prices or other information doing anything that places undue strain on our Platform. 4. By uploading reviews/photos to our Platform, you confirm that they meet our Content Standards and Guidelines and that: they are genuine (e.g. you have not altered the photos or uploaded photos of a different accommodation) they do not contain any viruses you are entitled to share them with us We will inform you during the payment process when this is the case. we are permitted to use them on our Platform and for any other commercial purpose (including marketing and advertising), in any media worldwide – unless you ask us to stop using them they do not infringe the privacy rights of others you accept full responsibility for any legal claims against tawaff.com relating to them. 5. Just to clarify: we are not responsible for any photos uploaded to our Platform, we are permitted to remove any photos at our discretion (for example, if we detect that the photos do not meet the criteria above). A10. What if there is a problem? 1. If you have a query or complaint, please contact our Customer Service team. You can do this by accessing your Booking, or through our app, or via our Help Centre (where you will also find a number of useful Frequently Asked Questions). You can help us help you as quickly as possible – by providing: your Booking confirmation number, your contact information, your tawaff.com PIN code (if any) and the email address you used when making your Booking a summary of the issue, including how you would like us to help you any supporting documents (bank statements, photos, receipts, etc.) 2. We try to resolve disputes with you directly and we are not obliged to submit to any alternative dispute resolution procedure operated by an independent provider. 3. You may also bring legal proceedings in a competent court – please refer to "Applicable law and forum" (A14) for further details. A11. Communication with Service Providers 1. We may be able to help you communicate with your Travel Agency, but that does not mean we take responsibility for the Umrah or Hajj Package or for anything the Travel Agency does or fails to do. We cannot guarantee that they will read anything from you or that they will do what you ask. By itself, the fact that you contact them or they contact you does not mean that you have any ground for legal action. If you need assistance, please contact us through our Help Centre. A12. Measures against unacceptable behaviour 1. If you breach these Terms (including our values and our Content Standards and Guidelines) or fail to comply with applicable laws or regulations, we reserve the right to: prevent you from making any Bookings, cancel any Bookings you have made, stop you from using: our Platform, our Customer Service, your Account 2. If we cancel a Booking as a result, you may not (depending on the circumstances) be entitled to a refund. We may tell you why we have cancelled your Booking, unless telling you would (a) breach applicable law and/or (b) prevent the detection or prevention of fraud or other unlawful activity. If you believe we have wrongly cancelled your Booking, please contact our Customer Service team. A13. Limitation of liability 1. Nothing in these Terms shall limit your liability (or that of a Service Provider) (i) where we (or they) have been negligent and this has resulted in death or personal injury; (ii) in the event of fraud or fraudulent misrepresentation; (iii) in respect of gross negligence or wilful misconduct; or (iv) where such liability cannot otherwise lawfully be limited or excluded. 2. If you breach these Terms and/or the Travel Agency's terms, we will not be liable for any costs you incur as a result. 3. We are not liable for: any loss or damage that was not reasonably foreseeable at the time you made your Booking or otherwise entered into these Terms; or any event reasonably beyond our control. 4. We make no promises about the Travel Agency's products and services other than what we expressly state in these Terms, for example in Section A4. 5. To the extent permitted by law, the maximum that we (or any Travel Agency) will be liable for (whether for a single event or a series of related events) is the loss or damage that you could reasonably foresee in relation to your Booking. 6. Just to clarify, these Terms are between you and us. Nothing in these Terms shall give any third party other than the Travel Agency any rights to anything. 7. You may be protected by mandatory consumer-protection laws and regulations that guarantee your rights and which no company terms can override. If there is any inconsistency between such mandatory consumer-protection laws and regulations and these Terms, the mandatory consumer-protection laws and regulations shall prevail. A14. Applicable law and forum 1. These Terms are governed by the laws of Malaysia. 2. A15. Linked travel arrangements 1. If: after selecting and paying for one travel service, you book additional travel services for your trip or holiday during the same visit to the Platform; or you book additional travel services for your trip or holiday via a link we provide to you no later than 24 hours after receiving your initial Booking confirmation with us, we will not be responsible for the proper performance of those travel services. In the event of a problem, please contact the relevant Travel Agency. 2. In any of these cases, the travel services will form part of a linked travel arrangement and not a package. In that case, tawaff.com has protection in place to refund your payments to tawaff.com for services not performed due to tawaff.com's insolvency. Please note that this does not provide a refund in the event of insolvency of the relevant Travel Agency. 3. Notice: This insolvency protection does not cover contracts with parties other than tawaff.com that may be performed despite tawaff.com's insolvency. A16. Modification clause 1. We may make changes to these Terms. If any such changes are material, we will notify you in advance before the changes take effect, unless the change is required by applicable law. 2. If you do not accept such changes, do not use our Platform. 3. Otherwise, your continued use of our Platform after the effective date of the proposed changes will constitute your acceptance of the revised Terms. 4. Any existing Bookings will continue to be governed by the Terms applicable when the Booking was made. B. Accommodation B1. Scope of this section B2. Contractual relationship B3. What we will do B4. What you must do B5. Prices and payment B6. Amendments, cancellations and refunds B1. Scope of this section This section contains specific terms for Accommodation products and services. It applies in addition to Section A (which applies to all Travel Experiences). B2. Contractual relationship 1. When you make (or request) a Booking, it is directly with the Travel Agency – we are not the "contracting party". 2. Tawaff International Journey Sdn Bhd owns and operates the Platform. 3. Our Platform only shows Accommodations that have a commercial relationship with us (in some cases, through an accommodation business-partner company – please refer to "Partner Offers" under B7.2 below) or with our Connectivity Providers, and it does not necessarily show all of their products or services. 4. Information about Travel Agencies (e.g. facilities, rules and sustainability measures) and their Umrah or Hajj Packages (e.g. prices, availability and cancellation policies) is based on what they provide to us. B3. What we will do 1. We provide a Platform on which Travel Agencies can promote and sell their Umrah or Hajj Packages – and you can search for, compare and book them. We offer a personalised experience based on how you use our Platform (including what you tell us), so that you can book your ideal Umrah or Hajj Package with us. Our Platform enables you to discover Umrah or Hajj Packages – and our search results make it easy for you to get search results that are right for you. 2. Once you have booked your Umrah or Hajj Package, we confirm the details of your Booking to you and the Travel Agency, including the guest's name. 3. Depending on the terms of your Booking, you may be able to change or cancel it if you wish. Please contact us using the Help Centre (available 24 hours a day) if you need help with anything. B4. What you must do 1. Fill in all your contact details correctly so that we and/or the Service Provider can give you information about your Booking and contact you if necessary. 2. Read these Terms and the terms displayed during the booking process carefully. 3. Take care of the Accommodation and its furniture, fixtures, electronics and other contents, and leave things in the same condition in which they were when you arrived. If anything is broken, damaged or missing, make sure you report it to the staff there (as soon as you can, and certainly before you check out). 4. Maintain the security of the Accommodation and its contents during your stay. So do not, for example, leave doors or windows unlocked. B5. Prices and payment 1. See "Prices" (A6) and "Payment" (A7) above. B6. Amendments, cancellations and refunds 1. See "Policies" (A8) above. Partner offers 1. Some offers on our Platform are marked as "Partner Offer", meaning the offer came to us through a business-partner company rather than directly from the Service Provider. Unless stated otherwise, any Partner Offer you book: Must be paid for at the time of booking Cannot be modified. However, if it offers free cancellation, you can cancel it free of charge as long as you do so on time. Cannot be combined with any other offer (promotion, incentive or reward) Cannot be scored or reviewed on our Platform. 2. Any payment you make is between the Travel Agency and you – we will only organise it on behalf of the Travel Agency. 3. The damage policy does not cover general cleaning, normal wear and tear, any crime (such as theft), or any non-physical "damage" (e.g. fines for smoking or bringing pets). 4. The Travel Agency may require a "damage deposit" before or at check-in. If they do, we will tell you about it when you book – but it has nothing to do with the "damage policy". We will not be involved in any financial settlement related to damage deposits. How We Work 5. For information about reviews, rankings, how we make money (and much more), please review How We Work which also forms part of our Terms. C. Attractions C1. Scope of this section C2. Contractual relationship C3. What we will do C4. What you must do C5. Prices and payment C6. Amendments, cancellations and refunds C1. Scope of this section 1. This section contains specific terms for Attractions products and services. It applies in addition to Section A (which applies to all Umrah or Hajj Packages). C2. Contractual relationship 1. We do not sell (resell), offer or provide any Attractions on our own behalf – when you book an Attraction, you enter into a contract directly with (a) the Travel Agency (b) a Third-Party Aggregator (if they are reselling that Attraction), as disclosed during the booking process. 2. We act solely as the Platform and are not involved in the Travel Agency / Third-Party Aggregator Terms. We are not responsible for your tickets and have no liability to you in connection with your Booking, except as set out in these Terms. C3. What we will do 1. We provide a Platform on which Service Providers and (from time to time) Third-Party Aggregators can promote and sell Umrah or Hajj Packages – and you can search for, compare and book them. 2. Once you have booked your Attraction, we will give you and the Travel Agency / Third-Party Aggregator (as applicable) Booking details; if the Travel Agency / Third-Party Aggregator requires more than your name, we will tell you when booking. 3. Depending on the terms of your Booking, you may be able to change or cancel it if you wish. Please contact us using the Help Centre (available 24 hours a day) if you need help with anything. C4. What you must do 1. You must fill in all your contact details correctly so that we and/or the Travel Agency / Third-Party Aggregator (as applicable) can give you information about your Booking and contact you if necessary. 2. You must read and agree to comply with our Terms and the Travel Agency / Third-Party Aggregator Terms (which will be displayed during the checkout process) – and acknowledge that breaching them may result in additional charges and/or cancellation of your Booking. C5. Prices and payment 1. When you book an Attraction, we will arrange your payment. For information about how this works (including related rights and obligations), please see "Payment" (A7) above. C6. Amendments, cancellations and refunds 1. Please see "Policies" (A8) above. D. Flights D1. Scope of this section D2. Contractual relationship D3. What we will do D4. What you must do D5. Prices and payment D6. Amendments, cancellations and refunds D1. Scope of this section 1. This section contains specific terms for Flight products and services. It applies in addition to Section A (which applies to all Umrah or Hajj Packages). D2. Contractual relationship 1. Most Flights on our Platform are provided through Third-Party Aggregators that act as intermediaries to the airlines. 2. When you make a Booking, it is directly with the airline. We are not the "contracting party" for your Booking. When booking, you enter into (i) a Mediation Contract with the Third-Party Aggregator (for the ticket) and (ii) a Contract of Carriage with the airline (for the Flight itself). 3. If you book any extras (additional baggage, insurance, etc.), you will enter into contracts directly with the Third-Party Aggregator or another company. We will not be involved in these contracts. 4. We act solely as the Platform and are not involved in Third-Party Terms. We are not responsible for your tickets or any extras you may buy and (to the extent permitted by law) have no liability to you in connection with your Booking. D3. What we will do 1. We provide a Platform on which Travel Agencies can promote and sell their Umrah or Hajj Packages and you can search for, compare and book them. 2. Once you have booked your Flight, your Booking information (e.g. traveller's name) will be given to the Travel Agency. D4. What you must do 1. You must fill in all your contact details correctly so that we and/or the Travel Agency can give you information about your Booking and contact you if necessary. 2. You must read and agree to comply with our Terms and the Third-Party Terms (which will be displayed at payment) – and acknowledge that breaching them may result in additional charges and/or cancellation of your Booking. D5. Prices and payment 1. When you book a Flight, your payment will be arranged by us, by the Third-Party Aggregator (or their designee), or by a third party such as the airline. For information about how we arrange payment (including related rights and obligations) please see "Payment" (A7) above. D6. Amendments, cancellations and refunds 1. The airline reserves the right to reschedule or cancel flights in accordance with the airline's terms & conditions, Contract of Carriage or airline policies. 2. Different tickets from the same airline may have different restrictions or include different services. Please make sure you read the full details given during the booking process. 3. If you have any questions about changes, cancellations or refunds, please contact our Customer Service team. tawaff.com Glossary "Account" means an account (with tawaff.com or a Group Company) that you may use to book Umrah or Hajj Travel Packages on our Platform. "Accommodation" means the provision of accommodation services by a Travel Agency (throughout Section B, "Travel Agency" means a Travel Agency that books accommodation services). "Attraction" means the provision of Attractions services by a Service Provider (throughout Section C, "Travel Agency" means a provider of Attractions services). "Attractions services" includes, but is not limited to, tours, museums, attractions, activities and experiences. "Booking" means a booking of a Travel Package on our Platform. "tawaff.com", "we" or "us" means tawaff.com (for accommodation, flights or attractions). "Booking Confirmation" (in the "Car rental" section) means the confirmation email and voucher we send to you, describing the details of your Booking. "Contract of Carriage" means the contract between you and the Travel Agency dealing with your Flight. "Eligible Booking" means a Booking that meets the criteria to qualify for a Reward. "Flight" means the provision of a flight by a Travel Agency (throughout Section E, "Travel Agency" means the airline). "Group Company" means an affiliate of tawaff.com – either directly owned by tawaff.com or part of the Tawaff International Journey Sdn Bhd group. "Mediation Contract" (in the "Flights" section) means the contract between you and the Third-Party Aggregator, which deals with how they arrange your Flight tickets (and, in some cases, any extras) with the airline or "Pay In Your Own Currency" means the payment option we sometimes offer when the Travel Agency does not use your currency. This option allows you to pay in your currency. "Payment Method" means the means used to pay for the Booking, which may be a credit/debit card, or an alternative payment method. "Platform" means the website/application on which you can book Umrah & Hajj Packages, whether owned or operated by tawaff.com or by a third-party affiliate. "Public Transport" means trains, buses, trams and other types of public transport. "Public Transport Journey" means a public-transport journey as stated in the Booking (including any changes after the Booking is made). "Travel Agency" means a provider of travel-related products or services on the Platform, including but not limited to: owners of hotels or other accommodation (for "accommodation" Bookings), museums or parks (for "attractions" Bookings), or car-rental companies or airlines (for "transport" Bookings). "Services" (in the "Private and Public Transport" section) means the provision of a Public Transport Journey or a Private Transport Journey. "Terms" means these terms of service. "Third-Party Aggregator" means a company that acts either as (a) an intermediary between you and the Travel Agency or (b) a reseller of Umrah or Hajj Packages. "Umrah or Hajj Package" means one of the travel-related products or services on the Platform. "Pre-payment" means a payment that you make when you book a product or service (not when you actually use it).