Effective from 2026
01.Privacy & Cookies
- What We Collect: When you complete a booking or enquiry form we collect the details you enter (name, contact details, travel and group information) so we can respond and organise your trip.
- Advertising Measurement: We use Google Ads and Meta (Facebook) to measure which adverts lead to enquiries and bookings. When this measurement is active, Google and Meta receive information about your visit and your form submission.
- UK & EU Visitors: If you are visiting from the United Kingdom, the EU, the EEA or Switzerland, advertising cookies stay off until you choose. A cookie banner lets you accept or reject; accepting allows Google and Meta to measure your visit and enquiries. See Google's privacy commitments at https://business.safety.google/privacy/.
- Your Choices: You can change your choice at any time using the "Cookie settings" link in the footer of every page — withdrawing works the same way as accepting and takes effect immediately. You can also change your advertising preferences via Meta's Ad Preferences (Settings > Ads within your Facebook account).
- Questions: For any privacy question or request, contact us at info@zedscales.com and we will help promptly.
02.Visiting Sacred Sites
- Community Stewardship: Many of the sacred sites we visit are maintained by local families or descendants of the original caretakers. These locations may not follow fixed operating hours.
- Dependent on Site Access: Entry to specific locations is based on their availability at the time of visit. As such, access cannot always be guaranteed.
- Limited Flexibility: If a site is closed upon arrival, a revisit may not be possible due to time, distance, or itinerary constraints.
- Independent Revisits: Should you wish to visit a closed site on your own, this will be at your own cost and outside the tour schedule.
- Rescheduling at Our Discretion: We may adjust the itinerary if practical, but rescheduling is not guaranteed and is based on the overall feasibility of the tour plan.
03.Conduct & Interactions
- Respectful Seating: While travellers may sit with companions, Islamic etiquette regarding Mahram boundaries must be observed at all times.
- Etiquette Between Genders: Interactions between men and women should remain modest, respectful, and within Islamic guidelines.
- Clarifying Concerns: If unsure about seating or behaviour, please speak with our team discreetly. They are here to help.
- Consistency Across Activities: These expectations apply not only on coaches but during meals, tours, lectures, and all group activities.
- Consequences of Misconduct: Breaching these guidelines may result in removal from future tours. Serious violations may prompt further action.
04.Dress Code & Cultural Sensitivity
- Modesty Expectations: All participants must dress modestly in line with Islamic values throughout the journey.
- Cultural Norms at Sites: In areas like Iraq, black abayas and socks may be required for sisters. Failure to comply may result in denied access.
- Dress for Weather: Prepare clothing suitable for the climate while maintaining modesty. Check forecasts before travel.
05.Scholars & Spiritual Experience
- Respecting Scholars: Scholars are to be treated with utmost respect, as they are inheritors of sacred knowledge.
- Unique Access: Take full advantage of extended time with scholars—something often not available in daily life.
- Learning Environment: Come with a mindset open to personal growth, reflection, and spiritual development.
06.Staff & Group Dynamics
- Respect for Leaders: Instructions from staff and scholars must be followed throughout the trip.
- Logistical Understanding: Tour decisions are made with deep knowledge of local conditions to ensure a smooth experience.
- Your Experience Matters: Every element of the itinerary is designed to support your spiritual and personal journey.
- Group Before Individual: While individual needs are valued, group wellbeing and efficiency take priority.
07.Entrance Fees & Optional Visits
- What's Included: Entrance fees included in your package will be clearly listed in the itinerary.
- Optional Entry Costs: Fees not covered will also be clearly stated, giving you the freedom to choose.
- Unplanned Sites: Occasionally, bonus visits may be added. Any fees for these will be optional and notified in advance.
- Waiting Arrangements: Those not participating in specific visits can wait in designated areas or the coach.
- Supporting Local Economies: Optional visits often help sustain the communities we travel through.
08.Meals & Dietary Needs
- Meal Plans: "Full board" includes breakfast, lunch, and dinner. "Half board" includes breakfast and dinner. Inclusions are listed in your itinerary.
- Meal Locations: Meals are typically served buffet-style at the hotel.
- Dietary Requests: Inform us early of dietary needs. Late requests may incur extra charges or may not be fulfilled.
- Meals During Travel: When away from the hotel, meals may be provided at pre-selected venues.
- Late Returns: If we return late, pre-arranged meals will still be served where possible.
- Lunch Not Included: Where lunch isn't included, we'll stop at suitable restaurants at your own expense.
- Snacks & Water: Bring your own snacks and drinks for long travel days.
- Water Access: Water may not always be provided. Bring your own, especially on long drives.
- Delays Affecting Meals: We are not liable for missed meals due to delays beyond our control, though we'll try to assist.
09.Accommodation & Expectations
- Hotel Changes: If a hotel must be changed, we will provide one of equal or higher standard.
- Boutique Stays: Unique hotels may have rooms of varying size or style. Room assignments are at our discretion.
- Local Standards: Hotel expectations may differ from Western norms. We ask for understanding.
- Reporting Issues: If there's a room issue, let us know immediately so we can resolve it promptly.
10.Physical Activity & Accessibility
- Long Days: Some days involve long coach rides and early starts.
- Walking Tours: Be prepared for extensive walking. Ensure you're physically comfortable with this.
- Wheelchair Limitations: Not all sites are accessible. Some may have no wheelchair access.
- Mobility Aids: Buggy hire is at your own cost. Contact us if you have concerns before booking.
- Hotel Services: Mobility services offered by hotels are arranged directly with them and not our responsibility.
- Do Your Research: Use Google Maps/Earth and reviews to better understand accessibility beforehand.
- Bring a Chair: If you need regular rests, a foldable chair may be helpful.
- Footwear: Sturdy shoes are essential for uneven terrain.
11.Health & Medication
- Plan Ahead: Notify us of any medical needs or storage requirements before travel.
- Carry Essentials: Always bring your medication on day trips.
- Pharmacy Access: We'll help find a pharmacy if needed, but travel costs are yours.
- Refrigerated Medication: Let us know in advance. Portable coolers are recommended.
- Allergy Management: You're responsible for your medication. Consider travelling with someone who can assist.
- No Liability: While we'll assist where we can, health and medication are your responsibility.
- Timed Medication & Food: Bring food/snacks if your medication requires it.
- Emergencies: Know the local emergency numbers. Inform staff immediately if urgent help is needed.
- Insurance: Travel insurance with medical coverage is essential.
12.Timekeeping & Punctuality
- Be On Time: Follow all schedules for visits and free time. It ensures the trip runs smoothly.
- Morning Departures: Most days start at 8–9 AM. Be ready, packed, and fed before then.
- Return Times at Sites: Stick to designated return times. Delays affect the entire group.
- Stay With the Group: Avoid shopping during walking tours. Free time will be provided separately.
- Consequences of Delay: Missed timings may lead to skipped stops or changes to the itinerary.
- Communicate Early: If something delays you, let the team know immediately.
- Final Say: Timing decisions are at the discretion of Love's Pilgrim Tours.
13.Internet Access & Connectivity
- Hotel Wi-Fi: Available at most hotels, but speed and stability may vary.
- Coach Wi-Fi: May be available on some vehicles, but not guaranteed.
- e-SIM Services: We sell our own Love's Pilgrim e-SIMs for convenience. Other SIM/e-SIM providers are also usable at your discretion.
- Personal Responsibility: You are responsible for your own internet access. Plan accordingly.
14.Booking & Confirmation
- Confirming Your Spot: Your booking is secured once you accept our quote, pay a deposit, and receive a confirmation invoice.
- Right to Decline: We may return payment and refuse a booking at our discretion.
- Binding Contract: A contract begins once the confirmation invoice is sent.
- Payment Agreement: Payment terms must be agreed upon at booking. This ensures a smooth financial process.
15.Payment Terms
- Accepted Methods: We accept bank transfers as our preferred method. You may also purchase through our website or request a payment link. Please note this may incur additional service fees.
- Flexible Options: Payment plans may be arranged. Discuss these early.
- Adhering to Deadlines: Late or missed payments may lead to cancellation.
- Cleared Payments Only: Your booking is only valid once payment clears.
- Final Payment: The full balance is due 30 days before departure.
16.Booking Changes & Transfers
- Change Requests: All modifications must be requested in writing by the lead passenger.
- Change Fees: A £50 per-person admin fee applies, plus any extra costs.
- If We Can't Modify: If a change isn't possible and you cancel, cancellation fees apply.
- Transferring Your Place: You may transfer your booking to another person if requested in writing and approved. Extra fees may apply.
17.Cancellations by You
- How to Cancel: Cancellations must be made in writing by the lead passenger.
- Cancellation Fees — Refunds are issued according to the number of days prior to the tour start date that the cancellation is received:
- 30 days or more before the tour: 50% refund of the total tour cost.
- 14 to 29 days before the tour: 30% refund of the total tour cost.
- 7 days or less before the tour: No refund will be issued.
- Non-Refundable Costs: Visa fees or admin charges are non-refundable.
- Specific Arrangements: Flights and hotels may be fully non-refundable.
- Definition of Deposit: Deposit = initial amount due at booking (not total paid so far).
- How We Deduct Fees: Cancellation fees will be taken from any payments already made.
18.Exceptions & Compassionate Review
- Case-by-Case Understanding: We recognise every situation is unique and may show flexibility where warranted.
- Why Insurance Matters: Insurance often covers cancellations, reducing loss. Check your policy carefully.
- Goodwill Refunds: We may, at our discretion, offer partial refunds in exceptional situations. Some costs (e.g. visas) are never refundable.
- Requesting a Review: Submit your case in writing. We'll review it fairly, though refunds are not guaranteed.
Hajj-Specific Terms & Conditions
The following terms apply specifically to Hajj bookings with Love's Pilgrim Tours. Where these Hajj-specific terms differ from the general Terms & Conditions above, these Hajj-specific terms will apply to the Hajj booking.
18.1Hajj Itinerary & Operational Changes
- The Hajj itinerary provided by Love's Pilgrim Tours is a planned itinerary and is subject to change due to the unique operational circumstances of Hajj.
- Hajj involves extremely large numbers of pilgrims, and changes may be required at short notice due to crowd levels, safety considerations, instructions from the Saudi authorities, transport arrangements, road closures, security measures or other circumstances outside the reasonable control of Love's Pilgrim Tours.
- Love's Pilgrim Tours will make reasonable efforts to follow the advertised itinerary; however, timings, routes, visits, transport arrangements and the order of activities cannot be guaranteed during Hajj.
18.2Saudi Authorities, Police & Road Closures
- Movement during the Hajj period is ultimately subject to the instructions and restrictions imposed by the relevant Saudi authorities, including the police, security services, Hajj authorities and other authorised bodies.
- Roads, tunnels, access points and routes may be closed or restricted without prior notice. This may result in delays, longer journeys, alternative routes, missed timings or changes to the itinerary.
- Where such restrictions or instructions are imposed by the Saudi authorities and are outside the reasonable control of Love's Pilgrim Tours, Love's Pilgrim Tours will not be responsible for the resulting inconvenience or disruption. We will, however, make reasonable efforts to minimise disruption and support our pilgrims.
18.3Hajj Payment Schedule
- An initial £1,500 deposit per person is required to secure a Hajj booking.
- The second payment is due by the end of September, with the amount communicated as part of the individual package payment schedule.
- The final balance must be paid in full no later than 20 December.
- Failure to make payments by the agreed deadlines may place the Hajj booking, visa allocation or associated arrangements at risk.
18.4Hajj Refunds & Cancellations
- Hajj payments may be requested for refund up to and including 15 October, subject to the applicable Pakistani Government Hajj Portal processes and any charges or deductions imposed by third parties.
- Where funds have already been submitted through the Pakistani Government Hajj Portal or relevant authorities, Love's Pilgrim Tours will be required to request the return of those funds before a refund can be passed back to the pilgrim.
- Government refund processing times are outside the control of Love's Pilgrim Tours and may take up to six months, or longer where delays occur within the relevant authority or payment system. Love's Pilgrim Tours cannot guarantee the date on which such funds will be returned.
- Cancellation or refund requests received after 15 October are non-refundable.
- However, where possible, Love's Pilgrim Tours may attempt to replace the cancelling pilgrim's application with a new eligible applicant. If a successful replacement can be made and the relevant funds can be recovered or transferred, we may be able to provide a refund, less any unrecoverable costs or applicable charges. A replacement and subsequent refund cannot be guaranteed.
- These Hajj-specific cancellation and refund provisions take precedence over the general cancellation provisions in Sections 16 and 17 for Hajj bookings.
18.5Hotels & Accommodation Changes
- Hotels advertised or initially allocated as part of a Hajj package are subject to change.
- Love's Pilgrim Tours may substitute a hotel where operational circumstances require it or where we consider that a better alternative has become available within a similar commercial rate.
- Where we provide accommodation that we reasonably consider to be of a higher standard or better overall value without charging the pilgrim an additional amount, this will be treated as a complimentary upgrade.
- Any accommodation changes will be communicated where reasonably practicable.
18.6Love's Pilgrim Tours – Hajj Services
- Subject to the individual package purchased, Love's Pilgrim Tours is responsible for arranging and providing the following core Hajj services:
- Hajj training and preparation before departure
- Hajj flights
- Hajj visa arrangements
- Transfers and transportation included within the Hajj package
- Private transportation during Hajj where specified within the package
- Guided Hajj support
- Logistical assistance and on-the-ground support throughout the Hajj programme
- Specific services remain subject to approvals, availability, instructions and operational arrangements imposed by airlines, Saudi authorities, Pakistani Hajj authorities and other relevant third-party providers.
18.7Makkah to Madinah Transport
- The planned transportation between Makkah and Madinah will be by train.
- This arrangement is subject to availability and operational conditions in Saudi Arabia. If circumstances outside the reasonable control of Love's Pilgrim Tours make train travel unavailable, impractical or unsuitable, alternative transportation may be arranged.
- A change from train transportation to another reasonable method of transport due to circumstances outside our control will not, by itself, constitute a failure to provide the Hajj package.
18.8Flights & ATOL Protection
- Where applicable, flight-inclusive Hajj packages will be provided with the appropriate ATOL protection/certification, and the relevant ATOL documentation will be supplied in accordance with the applicable booking arrangements.
- Flight schedules, airlines, airports, routes and timings may be subject to change by the airline or relevant aviation authorities. Where such changes occur, Love's Pilgrim Tours will make reasonable efforts to communicate the updated arrangements and assist the group.
18.9Nature of the Hajj Journey
- Pilgrims acknowledge that Hajj takes place in exceptional circumstances involving millions of pilgrims and extensive regulation by the Saudi authorities.
- Congestion, queues, delays, changes to transport, restricted access, road closures, security measures and alterations to planned timings should therefore be reasonably anticipated.
- Love's Pilgrim Tours will endeavour to provide the highest possible level of organisation, guidance and support. However, circumstances arising from government decisions, police instructions, security restrictions, extreme congestion, transportation restrictions or other events outside our reasonable control cannot be guaranteed against.
- Where such circumstances arise, pilgrims are expected to cooperate with the instructions of Love's Pilgrim Tours representatives, Hajj guides and the relevant authorities so that the group can be managed safely and effectively.