Booking Terms & Conditions

Near Haramain is an online hotel-booking service that compares live rates from our accommodation partners to help you find and book accommodation in Makkah and Madinah. We sell hotel accommodation only. We do not sell, arrange, or act as agent for flights, airport transfers, ground transport, tours, excursions, visas, Umrah permits, insurance, or any combination of travel services.

Because we sell accommodation on its own and never combine it with another type of travel service, your booking is not a “package” or a “linked travel arrangement” as defined in the Package Travel and Linked Travel Arrangements Regulations 2018, and we are not a tour operator or package organiser.

If you book more than one hotel for a single trip (for example one stay in Makkah and one in Madinah), each stay is a separate accommodation booking. Combining separate hotel stays is still accommodation only and does not create a package.

When you book through us, you are buying the accommodation from us. We source the room from one of our accommodation partners and arrange and confirm your reservation with the hotel on your behalf, collect your payment, and issue your confirmation and voucher. The hotel provides the physical stay and is responsible for the standard, condition, and running of its rooms, facilities, and services. We do not own, build, operate, staff, or control any hotel and we are not the provider of the on-site accommodation service.

Every rate has its own cancellation policy, which is shown clearly before you pay and repeated in your confirmation. There are two types:

• Free-cancellation rates — you receive a full refund if you cancel before the deadline shown (displayed in UTC). Once that deadline passes, the booking becomes non-refundable.
• Non-refundable rates — clearly labelled before you pay. Once confirmed, no refund is available for a cancellation, amendment, no-show, shortened stay, or any other reason relating to your own circumstances, including illness, a change of plans, or a visa or permit refusal.

Some rates have a different, structured cancellation policy (for example a partial refund up to a certain date). Where that applies, the exact terms are shown in full before you pay and govern your booking.

Because your booking is for accommodation to be provided on specific dates, the 14-day “cooling-off” cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply (regulation 28(1)(h)). Your rate’s cancellation policy governs instead. This does not affect your rights if we or the hotel fail to provide what you paid for (see clauses 8 and 11).

We cannot amend a confirmed booking (for example changing dates, hotel, room, or occupancy). If you need a change, it must be handled as a cancellation (subject to the rate’s policy) followed by a new booking. Eligible refunds are made to the card used to pay, usually within 5–10 business days depending on your bank. Our full rules are in our Refund & Cancellation Policy, which forms part of these Terms.

Very occasionally a hotel is unable to honour a booking it previously confirmed, for example because it has overbooked, is closed, or cannot provide the room booked. This risk is greatest during peak Umrah periods. If this happens through no fault of yours, whether before or after you have travelled, we will, as your remedy:

• use reasonable efforts to arrange comparable or better alternative accommodation, where reasonably available, for the affected dates (similar standard, board, and distance to the Haram) at no extra cost to you (we absorb any reasonable price difference); or
• if comparable alternative accommodation cannot reasonably be arranged, give you a full refund of the amount you paid us for the affected nights.

In addition, if a hotel fails to honour a confirmed booking after you have already travelled, we will reimburse reasonable, direct, and evidenced out-of-pocket costs you must pay as a result (such as one night of self-arranged replacement accommodation of an equivalent standard, and local transport to a substitute hotel), up to £250 per booking, provided you contacted us promptly and gave us a reasonable opportunity to help first.

This is your exclusive remedy from us if a hotel fails to honour a confirmed booking, and it is in addition to any statutory right you have that cannot be excluded (see clause 11). Except as set out here or required by law, we are not liable for any other loss in that situation — such as flights, onward transport, other accommodation, missed time, or loss of enjoyment beyond the accommodation itself. You must contact us as soon as a problem arises (see clause 15) and give us the chance to help before arranging your own alternative, as this lets us resolve it directly with the hotel or our accommodation partner.

If we are unable to confirm a booking at all after you have paid, no booking contract is formed and we refund you in full (see clause 3).

Partner and hotel content. Hotel descriptions, photographs, star ratings, facilities, board descriptions, maps, and guest reviews are provided by our accommodation partners and the hotels and are made available to us on an “as supplied” basis. We take reasonable care in presenting this information, but we do not independently verify it and are not responsible for inaccuracies in information provided by others, or for a hotel changing or withdrawing a facility. Star ratings reflect local classification standards, which vary by country. Any guest reviews or ratings shown are the views of the people who wrote them, not ours, and we do not adopt or endorse them.

Our own information. The Website also includes information we prepare ourselves — such as destination and Umrah guides, blog articles, hotel walking-time, distance and accessibility estimates, area information, and general travel tips. This is general information provided in good faith to help you plan. It is not professional, legal, medical, religious, immigration, or financial advice, and it is not a substitute for official sources or your own checks. We take reasonable care to keep it accurate but do not warrant that it is accurate, complete, or current, and you should not rely on it as the sole basis for a decision. To the fullest extent permitted by law, and subject to clause 11, we are not liable for any loss arising from reliance on general information on the Website.

Distances and walking times. Distance, walking-time, and accessibility figures, including to the Haram, are estimates only. Actual routes, gates in use, walking times, and step-free access vary, especially during peak periods and crowd-control measures. You are responsible for checking that a hotel and room meet your needs (including accessibility, family, and proximity requirements) before booking.

Subject to clause 11 (which always applies), we are not responsible or liable for:

• the acts, omissions, negligence, default, or insolvency of any hotel or other third party, or the standard of a hotel’s own rooms, facilities, cleanliness, safety, or services;
• flights, transfers, transport, tours, insurance, or any service not booked through us, and any delay, cancellation, or disruption to them;
• visa or Umrah-permit refusals, or any failure to meet Saudi Arabia’s entry, health, or conduct requirements;
• anything payable by you directly at the hotel, or any dispute between you and a hotel about your stay;
• events beyond our reasonable control (see clause 13); or
• any loss that was not reasonably foreseeable, or that arises from your own breach of these Terms or of a hotel’s rules.

Nothing in this clause 10 excludes our own duty under clause 8 to remedy a confirmed booking a hotel fails to honour, or our duty to carry out our booking service with reasonable care and skill.

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation by us; (c) breach of the terms implied by the Consumer Rights Act 2015 (including our duty to perform the booking service with reasonable care and skill), to the extent they cannot lawfully be excluded; or (d) any other liability that cannot lawfully be excluded or limited. Your statutory rights as a consumer are not affected by anything in these Terms.

Subject to the above:

• We provide the booking service with reasonable care and skill, and we are responsible for loss you suffer that is a reasonably foreseeable result of our breaking these Terms or failing to use reasonable care and skill. We are not responsible for anything else.
• We are not liable for: loss of profit, income, savings, or business; wasted expenditure other than as provided in clause 8; or any indirect, special, or consequential loss.
• Except for the specific reimbursement in clause 8, our total liability to you arising out of or in connection with any booking — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — is limited to the total amount you paid us for that booking.

These limits reflect that we sell and arrange accommodation that is physically provided by others, and that the price you pay us is for that accommodation and our booking service, not an assumption of the risks of your wider trip.

Find a Companion is a separate, optional introduction service. It is not part of, and is not covered by, the accommodation booking service. The following applies if you use it:

• We introduce, we do not vet. We do not carry out background, identity, or criminal-record checks or any other screening of the people we suggest. A suggestion is not a recommendation, endorsement, or assurance about any person, their character, their conduct, or the truth of anything they tell you.
• Nothing is shared without your consent. A suggestion may be a single companion or a small group of up to six travellers. Your contact details are shared only with the travellers in a proposed match, and only once every one of you has separately confirmed interest. Anyone can decline, and nothing of theirs is exchanged in that case.
• Any arrangement is between you and them. We are not a party to, and take no responsibility for, any travel, accommodation, financial, or other arrangement you make with someone introduced through the service, including money you lend, share, or pay, and any plans that change or fall through.
• Compatibility is based on stated preferences only, which we cannot verify; a compatible match does not mean you will get along or should travel together.
• Never send money. No genuine travel companion needs you to transfer funds, pay a deposit on their behalf, buy anything for them, or share your bank or card details. Treat any such request as a scam, do not act on it, and report it to us.
• Your safety is your decision. Take the same care you would with anyone you have not met: meet first in public, tell someone you trust where you are, and stop contact at any time. Report anyone who behaves inappropriately to us and, if a crime may have occurred, to the police.
• Protect others’ information. Do not share another traveller’s name, contact details, or anything they tell you with anyone else without their consent.
• We may decline, suspend, or remove any profile at our discretion, including where we believe the service is being misused, information appears false, or following a report. We may keep reports and related information for safety and legal reasons, and may report serious misuse to the police or other authorities.
• You control your listing — you can edit, pause, resume, relist, or withdraw it at any time from your private dashboard, and every email has one-click unsubscribe. You must be 18 or over.

To the fullest extent permitted by law, and subject to clause 11, we are not liable for the acts, omissions, or conduct of any traveller introduced through this service, or for any loss, injury, dispute, or dissatisfaction arising from an introduction or any arrangement you go on to make.

We are not liable for any failure or delay in performing our obligations caused by an event beyond our reasonable control, including natural disasters, extreme weather, epidemic or pandemic, fire, flood, war, terrorism, civil unrest, strikes, government action or restriction, closure of the Haramain or of travel routes, failure of utilities, telecommunications, or third-party systems, or the act, omission, or insolvency of an accommodation partner or hotel.

If such an event prevents the accommodation you paid for from being provided, we will refund the amount you paid us for the nights not provided (we do not keep money for accommodation you did not receive), but we are not liable for your other losses. If an event beyond our control causes a confirmed hotel booking not to be honoured, the accommodation remedy in clause 8 applies, but we are not liable for wider trip losses. If such an event affects your own ability to travel or to use a booking that remains available, the rate’s cancellation policy applies in the normal way.

We are your first point of contact for any question or problem with a booking. Please contact us first at info@nearharamain.com. Under our agreements with our accommodation partners we handle booking issues on your behalf, so please do not try to resolve a booking problem directly with a partner. You should, however, raise an urgent on-site problem with the hotel as well, and tell us straight away, so we can act while you are there. For an in-destination problem (such as a hotel refusing a confirmed booking), contact us immediately so we can help in real time.

We aim to acknowledge complaints promptly and to resolve them within 14 days. You can also write to us at RAMDEX LTD, Suite Ra01, 195–197 Wood Street, London E17 3NU, United Kingdom. If you are unhappy with our final response, we will tell you whether any relevant alternative dispute resolution route is available.