Guide terms and conditions

Purpose and three relationships

The platform enables the pilgrim to book a guide service in Makkah, Madinah or between the two cities.

The guide service is between the pilgrim and the guide, who performs it under their own responsibility.

The booking service is between the pilgrim and IMALA SAS, which provides the interface, records the booking and collects the deposit through PayPal.

The listing relationship is between the guide and IMALA SAS. It governs presentation of the guide on the platform and does not make IMALA SAS the provider of the tour.

Guide status and independence

Each guide declares whether they operate as an individual or a professional; that declared status appears on their profile. The pilgrim contracts with the guide on that basis.

The guide acts independently. No relationship of subordination, employment contract or salaried employment is created between the guide and IMALA SAS.

Fixed prices and three packages

Fixed prices are displayed before booking and include the deposit and balance. The number of people determines which of the three packages applies:

• Package for 1 to 3 people;
• Package for 4 to 7 people;
• Package for 8 to 15 people.

Deposit and booking service

The deposit represents 20% of the fixed price. It remunerates the booking service provided by IMALA SAS and is paid online through PayPal when booking.

The booking is confirmed only after PayPal confirms capture. Umrah Fly stores no bank card data.

Balance paid to the guide

The balance represents 80% of the fixed price. It is paid directly to the guide using the arrangements shown before booking and is not remuneration for IMALA SAS's booking service.

Cancellation up to 48 hours

The pilgrim may cancel free of charge up to 48 hours before the service starts; the PayPal deposit is then refunded. After this 48-hour deadline, cancellation by the pilgrim does not entitle them to a deposit refund.

Booking service liability

To the extent permitted by mandatory applicable rules, IMALA SAS's liability for the booking service is limited to the deposit actually collected. The guide remains responsible for performing their service.

IMALA SAS is not liable for acts of the guide outside the booking service, but this limit cannot exclude liability where such exclusion is prohibited by applicable law.

Two-city transfer not included

For a two-city service, transfer between Makkah and Madinah is a two-city transfer not included in the fixed price. Its cost and arrangements must be agreed separately with the guide after booking.

No right of withdrawal

For a firm booking of a guide service to be supplied on a specific date or during a specific period, the pilgrim has no right of withdrawal under the conditions provided by mandatory applicable provisions. The cancellation rules above still apply.

Guide annual fee

The listing relationship includes an annual fee of €84, the same for every guide and paid outside the platform. It cannot be paid in the application and buys no position in the ranking.