Terms & Conditions

1. Who we are

HiHijaz is a private guided tour service for pilgrims visiting Mecca and Medina, operated by SASU BLACKOUT, a simplified joint-stock company (SAS) incorporated in France, registered at 20 Avenue Pauliani, 06000 Nice, France (SIRET: 992 784 827 00014, VAT: FR48 992 784 827).

HiHijaz provides all services directly — we are not a marketplace or intermediary. All tours are conducted by HiHijaz Verified guides under HiHijaz’s operational management.

Contact: contact@hihijaz.com — hihijaz.com

2. Definitions

• “Client” or “You” — any person who accesses hihijaz.com or purchases a Service.
• “Service” or “Tour” — any guided experience offered by HiHijaz, including Umrah accompaniment, the Mecca Tour, the Medina Tour, and any optional add-ons.
• “Booking” — a confirmed reservation made through hihijaz.com and paid in full via Stripe.
• “Guide” — a HiHijaz Verified private guide certified and managed by HiHijaz.
• “Add-on” or “Cluster” — an optional extra purchased alongside a main Tour.
• “HiHijaz”, “We”, “Us” — SASU BLACKOUT, operator of the HiHijaz brand.

3. Acceptance of terms

By accessing hihijaz.com, making a Booking, or using any Service, you confirm that you have read, understood, and agree to be bound by these Terms in full. These Terms are governed by the laws of England and Wales.

We reserve the right to update these Terms at any time. The version in force at the time of your Booking applies to that Booking.

4. Eligibility

You must be at least 18 years of age to make a Booking. If booking on behalf of a group, you are responsible for ensuring all members comply with these Terms.

5. Our services

5.1 Umrah Tour — three versions. Private Umrah accompaniment covering: Ihram preparation at the Miqat, Tawaf (7 circumambulations of the Ka’ba), prayer at Maqam Ibrahim, Zamzam water, Sa’i (7 trips between Safa and Marwa), and Halq/Taqsir (ritual closure).

• Umrah Tour — Departing Mecca: approx. 4 hours. Guide meets you at your hotel in Mecca.
• Umrah Tour — Departing Jeddah: approx. 5h30 to 7 hours. Includes pick-up at Jeddah airport or hotel and Ihram entry at the appropriate point before Mecca.
• Umrah Tour — Departing Medina: approx. 8 to 12 hours. Includes pick-up in Medina and stop at Dhul-Hulayfah Miqat. Optional return to Medina available.

For the Jeddah and Medina versions, an optional return to the departure city is available as a paid add-on.

5.2 Mecca Tour. Private historical and spiritual tour of Mecca following the chronological arc of the Prophet’s life (peace be upon him), covering five key sites: Jabal Al-Nour, Jabal Thawr, Mina, Muzdalifa, and Arafat (Jabal Ar-Rahmah and the site of the Farewell Sermon). Duration: approx. 4h30 to 5 hours.

5.3 Medina Tour. Private historical and spiritual tour of Medina covering key sites: Masjid Quba, Masjid Al-Jumu’ah, Masjid Al-Qiblatain, the Seven Mosques (Battle of the Trench site), Mount Uhud, and the Martyrs’ Cemetery. Includes a mid-tour break at Aryaf Taibah dates farm (consumptions at the farm are at the client’s expense). Duration: approx. 4 to 4h30 hours.

5.4 Optional add-ons, selectable during booking:

• Expo Architecture of the Two Holy Mosques — Mecca Tour only. Adds 50–65 minutes. Not available on Fridays or Saturdays (closed). Priced per group.
• Masjid Al-Jinn — Mecca Tour only. Adds 15–20 minutes. Available any day. Priced per group.
• Private Religious Class (1 hour) — Mecca Tour and Medina Tour. Adds 60 minutes. Available any day. Priced per group.
• Uthman’s Well + Ghars Well — Medina Tour only. Adds 30–35 minutes. Available any day. Priced per group.

5.5 Pricing and group size. All tours are priced per group according to group size:

• 1 to 4 persons: standard rate (saloon car)
• 5 to 7 persons: higher rate (minivan)
• 8 or more persons: contact us at contact@hihijaz.com for a custom quote

Bundle discounts apply when multiple main tours are booked together in the same order: 10% off the total of main tours for two tours, 15% for three. Add-ons are not included in the bundle discount calculation.

5.6 Last-minute surcharges. Bookings made close to the tour date are subject to a surcharge:

• Umrah Tour booked less than 48 hours before: +20%
• Mecca or Medina Tour booked less than 24 hours before: +20%
• Any tour booked less than 12 hours before: +35%

6. What is included and excluded

Included in all tours:

• Private HiHijaz Verified guide fluent in your language
• Private air-conditioned vehicle (saloon car 1–4 persons / minivan 5–7 persons)
• Hotel pick-up and drop-off
• Mineral water and Saudi dates on board
• HiHijaz digital accompaniment (Umrah: full J-30 to J+7 WhatsApp programme; Mecca and Medina Tours: J-1 reminder and J+3 follow-up)

Additionally included on the Medina Tour: mid-tour break at Aryaf Taibah dates farm, consumptions at the client’s expense.

Not included in any tour:

• Visa and travel documents
• Flights and accommodation
• Meals and personal consumptions
• Entry fees to any site, if applicable
• Gratuities (optional, at your discretion)

7. Booking process

Bookings are made exclusively through hihijaz.com: select your tour or tours, departure city for Umrah, date and group size; select optional add-ons; enter your personal details (first name, last name, email, WhatsApp number with country code); pay in full via Stripe; receive your confirmation email.

A Booking is confirmed only upon receipt of full payment and a confirmation email from HiHijaz. After booking, HiHijaz will contact you via WhatsApp to collect additional operational information (hotel address, flight details, pick-up time preferences).

HiHijaz reserves the right to refuse or cancel any Booking, in which case a full refund will be issued.

8. Payment

All prices are in Great British Pounds (GBP, £). Payment is processed securely by Stripe. Accepted methods: Visa, Mastercard, Apple Pay, Google Pay. Full payment is required at the time of booking.

9. Guide assignment

HiHijaz assigns guides based on availability, language, and operational criteria. Clients do not select their guide. The assigned guide is revealed 24 hours before the tour. If the guide is unavailable with no replacement, a full refund will be issued.

10. Client responsibilities

You agree to provide accurate information at booking; to be ready at the agreed pick-up location at the agreed time; to behave respectfully in all holy sites in accordance with local customs, regulations, and dress codes; and to ensure all group members comply with these Terms.

HiHijaz may terminate a tour without refund if a client or group member endangers themselves, the guide, or others, or acts disrespectfully in holy sites.

11. Limitation of liability

HiHijaz provides services with reasonable care and skill. SASU BLACKOUT shall not be liable for indirect, incidental, or consequential damages. HiHijaz is not liable for events beyond our reasonable control, including government restrictions, site access restrictions imposed by Saudi authorities, natural disasters, or transportation disruptions.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under English law.

12. Governing law and disputes

These Terms are governed by the laws of England and Wales. Contact us first at contact@hihijaz.com to resolve any dispute amicably. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Cancellation by the client

To cancel, email contact@hihijaz.com with your full name, booking reference, and tour date. We aim to respond within 24 hours.

More than 30 days before the tour

Full refund — 100% returned to your original payment method.

Between 7 and 30 days before the tour

Partial refund — 50% refunded. The remaining 50% is retained by HiHijaz to cover guide assignment and operational costs already committed.

Less than 7 days before the tour

No refund — the full amount is non-refundable. Guide and vehicle commitments are fully confirmed at this stage.

No-show on the day

No refund — failure to appear at the agreed pick-up location without prior notice results in full forfeiture of the amount paid.

14. UK statutory right of withdrawal

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have a 14-day right of withdrawal from distance contracts.

If your tour date is more than 14 days after your booking date, you may exercise this right within 14 days of booking for a full refund. If your tour date falls within 14 days of your booking date, by completing the booking you expressly consent to the service commencing within the withdrawal period; the standard cancellation policy above then applies.

15. Last-minute bookings — refund note

Refunds on bookings subject to a last-minute surcharge (+20% or +35%) are calculated on the total amount paid including the surcharge.

16. Bundle bookings — refund note

If you cancel one tour from a bundle order of two or three tours, the bundle discount is recalculated. The remaining tour or tours revert to their standard single-tour price, and any difference is deducted from the refund.

17. Cancellation by HiHijaz

HiHijaz may cancel a booking in exceptional circumstances — guide unavailability with no replacement, force majeure, access restrictions imposed by Saudi authorities, safety concerns. In such cases you will receive a full refund or an offer to reschedule at no extra cost. HiHijaz is not liable for indirect costs such as flights or accommodation.

18. Rescheduling

To reschedule, contact us at contact@hihijaz.com at least 7 days before your tour. Requests made less than 7 days before the tour are treated as a cancellation.

19. How refunds are processed

All refunds are processed via Stripe to the original payment method. Allow 5–10 business days. Stripe’s payment processing fees are non-recoverable and will be deducted from refunds where applicable.