Terms and Conditions – Hahnemann Travel

Last Updated: [17 May 2025]

Hahnemann Travel & Tours Pte Ltd (UEN: 199004735D) (the “Company”, “we”, “us” or “our”) provides travel booking services for customers and travellers. These Terms & Conditions apply to bookings made through our approved channels, subject to the written package description, any specific conditions disclosed before booking, and applicable law.

“Customer” means the person entering into a booking contract with the Company; “Lead Booker” means the Customer arranging travel for one or more travellers; “Traveller” means each person included in the booking.

“Booking Acceptance” means the Company’s written acceptance of a booking request. “Final Tour Confirmation” means the subsequent confirmation of the relevant travel arrangements.

Where a Haj package is regulated by the Islamic Religious Council of Singapore (MUIS) and requires a specific Haj Package Purchase Contract or other prescribed process, those requirements apply in addition to these terms. To the extent of conflict, applicable mandatory requirements and the properly executed prescribed contract take precedence.

These Terms and Conditions govern the contractual relationship between you (“the Customer”) and the Company for all travel services booked through our office, official WhatsApp (+65 9775 2605), or other authorised channels.

These Terms & Conditions are made available to the Customer before a booking is placed or payment is made. By selecting the applicable electronic acceptance checkbox, signing a registration or booking document, or making payment after being given reasonable notice of and access to these Terms & Conditions, the Customer acknowledges and agrees to the version applicable to that transaction.

The submission of a booking request or payment constitutes the Customer’s offer to purchase the travel services on the disclosed terms. A booking contract for those services is formed when the Company issues its written Booking Acceptance, unless a different contract-formation procedure is expressly agreed. An initial payment does not by itself guarantee availability, a confirmed seat or the fulfilment of every travel component.

These provisions do not retrospectively bind the Customer to material terms that were not reasonably disclosed before the relevant agreement or payment. Any MUIS-prescribed Haj Package Purchase Contract and mandatory rules shall prevail to the extent applicable.

1. REGISTRATION, OFFICIAL BOOKING CHANNELS & TRAVELLER DETAILS

1.1 Official Booking Channels and Fraud Prevention

(a) Official Booking Channels: All tour registrations, reservations, Umrah packages, Hajj registrations, flight bookings, customized itineraries and enquiries must be executed exclusively through Hahnemann Travel & Tours’ (the “Company”) official and authorized channels:

Office: 60 Paya Lebar Road, Office Lobby 2, #12-42 Paya Lebar Square, Postal Code 409051 (Walk-in)
Website: www.HahnemannTravel.com.sg
Email: sales@HahnemannTravel.com.sg
WhatsApp: +65 9775 2605
Telephone: +65 6749 1131

(b) Booking Security and Fraud Prevention:

To safeguard consumers against emerging cybersecurity threats, phishing attempts, spoofed domains, and impersonation scams, clients must rigorously verify that any digital or voice correspondence originates strictly from the authorized channels listed above in Clause 1.1 (a).

Customers are advised to make reservations, payments and submissions of personal information only through the official channels listed in Clause 1.1(a).

The Company will take reasonable steps to protect customers against unauthorised transactions, impersonation and fraudulent communications. Customers are encouraged to verify suspicious payment requests directly with the Company.

The Company is not responsible for transactions made with independent, unauthorised third parties where the Company has not authorised, facilitated or contributed to the transaction, subject to applicable Singapore law.

Nothing in this clause excludes liability arising from the Company’s own negligence, misconduct or breach of legal obligations.

1.2 Registration, Lead Bookers and Electronic Acceptance

(a) Customers may submit bookings in person or through our official electronic, email or other authorized channels. A paper registration form is not required where our approved digital registration process captures the necessary information and applicable acknowledgements.

(b) A Lead Booker placing a booking for other travellers confirms that they are authorised to arrange their travel, provide relevant personal information and communicate the booking and cancellation conditions to them.

This does not remove any requirement for an individual traveller or parent/guardian to complete further verification or give their own consent where legally or operationally required.

(c) A Customer may accept these terms by a clear affirmative electronic step, authenticated acknowledgement, signed form or other legally recognized method. The Company may retain records of the agreed version, identity/authentication information, booking reference and time of acceptance.

(d) Sending a booking request or paying a deposit does not guarantee availability. A booking contract is formed only when the Company issues its written Booking Acceptance. The contractual booking and the final confirmation of flights, accommodation, visa and other services are distinct stages (see Clause 2.2).

(e) Documents through official channels:

Where the Company requests supporting documents through its official WhatsApp number or an approved secure channel, a Customer may submit clear electronic copies, subject to the Company’s privacy and identity-verification procedures.

The Customer represents that information (eg: clear, high-resolution photographic images of Passports, NRICs (front and back), and visa-compliant photographs) supplied is accurate to the best of their knowledge and must notify the Company promptly of inaccuracies or changes. Submission does not prevent the Company from requesting further verification where reasonably necessary.

1.3 Traveller Information and Supporting Documents

(a) The Lead Booker must provide correct names exactly as they appear in passports, dates of birth, nationalities and other information reasonably needed for the specified services. The Company may request additional documents for airline ticketing, visa processing, border compliance, Hajj/Umrah requirements or passenger safety.

(b) Conditional Documentation Mandate: Unless an earlier deadline is specified in the applicable package conditions, the Lead Booker shall ensure that all required traveller information, supporting documents (eg: accurate and complete details, including legible copies of passports, identification cards, visa-compliant photographs, and the completed registration form for all individuals within the travel group) and applicable registration declarations are submitted within three (3) calendar days after payment of the initial deposit.

Where the Lead Booker is also a traveller, a completed online booking process that includes their required personal particulars and electronic registration acknowledgements shall be accepted as their individual registration form.

Other travellers included in the booking shall complete the Company’s prescribed individual registration form or an approved digital equivalent, as directed by the Company.

The Company may request additional documents, verification or declarations where reasonably necessary for travel arrangements, visa processing, identification or applicable legal requirements.

Where required traveller information or supporting documents are incomplete, inaccurate or overdue, the Company may notify the Lead Booker and provide a reasonable opportunity to rectify the outstanding requirements, taking into account airline ticketing, visa processing, regulatory and supplier deadlines.

Where the failure prevents the Company from fulfilling the booking or meeting mandatory deadlines, the Company may cancel the affected arrangements by written notice.

Any applicable charges or refunds shall be determined under Section 3 and applicable Singapore law. Late submission alone shall not automatically result in forfeiture of the entire deposit.

1.4 Special Requests and Accessibility

The Customer is fully responsible for informing the Company of any special requests—including but not limited to special dietary requirements, specific flight seating preferences, adjoining or connecting room layouts, smoking room preferences, or medical accommodations for travelers with special needs—at the exact time of making the reservation.

The Customer explicitly acknowledges that all such requests are subject to the exclusive cooperation, inventory, and policies of third-party service providers.

While the Company will make reasonable commercial efforts to facilitate these requests, it cannot and does not guarantee fulfillment.

Customers are encouraged to notify us promptly if their requirements change. The Company shall not be held liable if any such request cannot be accommodated for any reason.

1.5 Availability and Simultaneous Bookings

(a) First-Come, First-Served Rule:
All tour and pilgrimage registrations are strictly subject to seat availability and are accepted exclusively on a first-come, first-served basis.

A registration is only legally recognized after the baseline deposit has completely cleared the Company’s corporate banking system. Once allocated seats are filled, registrations will be closed immediately.

(b) Simultaneous Booking Overlap Protocol:
In the event of a technical anomaly, simultaneous digital bookings, or over-subscription where a Customer clears payment after the physical capacity limit has been reached, the later registrant’s booking will be halted.

Under these circumstances, the Company will endeavor to assist the Customer in finding alternative available travel slots or packages.

If the Customer declines and we cannot accept the booking, all payments for that unaccepted booking will be returned without cancellation fees. These terms do not exclude rights that cannot lawfully be excluded.

This refund represents the absolute cap of the Company’s liability, and no secondary compensation shall be pursued. These terms do not exclude rights that cannot lawfully be excluded.

1.6 Tour Language and Umrah Guidance

(a) Baseline Operational Language: Unless otherwise stated in the package description, standard Umrah and Hajj group, the primary operational and religious guiding language for all conducted Umrah and Hajj tours may be primarily conducted in Bahasa Melayu/Indonesia.

All general group lectures, mandatory site briefings, and spiritual guiding instructions will be delivered in this language.

Tour leaders and Mutawwif personnel are fully capable of conversing in both English and Bahasa Melayu/Indonesia to facilitate basic transactional coordination.

(b) English-Centric Dynamic Routing Protocol: For pilgrims explicitly requiring full English-language delivery, the following mechanisms apply:

Date Allocation: The Customer may formally request an English Umrah deployment.

Upon request, the Company will endeavor to allocate and route the Customer to specific departure dates earmarked for dedicated English language tracking.
Date Constraint & On-Site Translation: If a Customer is structurally restricted to a specific non-English departure date, all accompanying Tour Leaders—being proficient in English—will actively provide translated assistance and conceptual summaries onsite to ensure proper execution of rituals.
Educational Course Mandate: Once registered, English-speaking pilgrims are entitled to request entry into the Company’s proprietary English Umrah Course.

This educational program is fully tailored to equip English-reliant pilgrims with the full spectrum of theological and practical knowledge required for the pilgrimage.

The availability of this translating training entirely replaces any corporate liability regarding language barriers on standard tours.

2. DEPOSITS, PAYMENTS & CONFIRMATION

2.1 Deposit Amounts

To secure flight allocations, hotel blockings, land transport networks, and visa allocations, an upfront deposit is strictly required at the time of registration.

Unless a different deposit amount is disclosed and accepted for the particular package, the following standard deposit amounts apply.

The deposit is credited towards the total package price. On a customer-initiated cancellation, the cancellation charges in Section 3 apply; any amount already paid as deposit is credited towards, and not added to, those charges.

Mandatory statutory refunds and company-initiated cancellations are dealt with separately.

Private & Customized Tours (FIT): An upfront deposit equivalent to 50% of the gross package price is required immediately upon configuration of the custom itinerary.
Group Leisure Tours: An upfront minimum deposit of SGD 300.00 per person is required to secure a seat on a scheduled group departure.
Umrah and Hajj Packages: An upfront minimum deposit of SGD 500.00 per person is required immediately to initiate visa processing, hotel blockings, and religious group flight allocations.

Any package-specific or promotional deposit amount shall be clearly communicated to the Customer before Booking Acceptance.

2.2 Booking Acceptance and Final Tour Confirmation

(a) A payment request, booking reference, temporary seat hold, or deposit receipt is not a guarantee that every travel component has been secured. The Company will issue a written Booking Acceptance when it accepts the booking request.

(b) Final Tour Confirmation follows when relevant flights, accommodation, group departure and other arrangements have been confirmed with the providers, subject to any agreed conditions. A booking can therefore be accepted before every service is finally confirmed, but the Company must clearly explain the booking status and relevant conditions.

(c) Where we cannot accept a booking request, we will return payments received for that unaccepted request unless the Customer agrees to a separately quoted alternative.

(d) Booking Acceptance forms the contractual booking relationship; subsequent material changes are governed by Section 4 and Regulation 25 of the Travel Agents Regulations 2017.

2.3 Balance Payment Deadlines

Balance-payment deadlines shall be stated in the accepted package conditions, invoice or written payment schedule.

(a) Umrah Packages:

Full and final payment is required no later than two (2) months prior to the scheduled departure date.

(b) Hajj Packages, Charter Flights, & Special Carriers:

Full and final payment must be cleared and received by the Company no later than three (3) months prior to departure, or For Haj, charter and other supplier-controlled arrangements, an earlier deadline may apply where disclosed or subsequently required by the relevant authority or supplier; the Company will inform the Customer in writing and provide a reasonable opportunity to pay, taking into account mandatory supplier deadlines.

2.4 Approved Payments, Receipts and Verification

(a) Cleared Funds Mandate: The Customer is fully responsible for ensuring that any payment made to the Company is received by the Company as cleared funds on or before the payment deadlines.

The Company does not ask Customers to make booking payments to a staff member’s personal account. For PayNow, the Company’s UEN is 199004735D; the payee name should be verified as Hahnemann Travel & Tours Pte Ltd.

All payments must be made via Cash, Cheque, Bank Transfer, or PayNow to the Company’s verified corporate credentials:

Company’s PayNow Unique Entity Number (UEN):
199004735D
Registered Account Name: Hahnemann Travel & Tours Pte Ltd
Company’s Bank Account:
United Overseas Bank (UOB) Current Account:
916-345-521-4.
Registered Account Name: Hahnemann Travel & Tours Pte Ltd

(b) Reconciliation & Transaction Proof Requirements: For any electronic payment transfer via PayNow, the Customer must input their exact Mobile Number or Full Registered Legal Name into the transaction reference field.

Instantly upon successful execution, the Customer must capture a clear screenshot of the successful transfer receipt and submit the proof of payment via WhatsApp to +65 9775 2605.

A registration will not be progressed or acknowledged by the Company until this verification workflow is finalized. Payment status should be verified against the Company’s records rather than inferred solely from a screenshot.

Cheques must clear at least 14 working days before departure; late cheques will be summarily rejected.

All transactions must be settled in Singapore Dollars (SGD) or unless otherwise communicated by the Company.

2.5 Overdue Balances

The Customer shall pay all outstanding balances by the deadline stated in the booking confirmation, invoice or accepted package conditions.

The Company may issue payment reminders and other booking-related written notices through its official WhatsApp number, email, postal correspondence or other electronic communication channels provided or agreed to by the Customer.

Such notices may state the outstanding amount, payment deadline and consequences of non-payment.

Customers are responsible for maintaining accurate contact details and informing the Company promptly of any changes.

Where reasonably practicable, the Company will retain an electronic record of notices sent and any relevant delivery confirmation.

If the balance remains unpaid after that deadline, the Company may cancel the affected booking by written notice. Any applicable cancellation charges and refunds shall be calculated under Section 3 and the accepted booking conditions, subject to applicable law.

3. AMENDMENTS, CUSTOMER CANCELLATIONS & REFUNDS

3.1 Written Cancellation Requests

Customers requesting cancellation of an accepted booking must submit their request in writing through one of the following channels:

(a) Email to sales@hahnemanntravel.com.sg; or

(b) A signed written letter delivered to the Company’s official business address.

The request must identify the booking reference, Lead Booker, affected travellers and the services to be cancelled.

WhatsApp messages, telephone conversations and verbal enquiries are not designated cancellation-submission channels and should not be relied upon as completing the Company’s formal cancellation procedure unless the Company expressly accepts a particular request through another channel in writing.

For the purpose of calculating customer-initiated cancellation charges, the effective cancellation date shall ordinarily be the date a valid cancellation request is received through a designated channel. The Company will acknowledge receipt as soon as reasonably practicable.

Nothing in this clause restricts rights to cancel or obtain remedies that cannot lawfully be restricted under applicable Singapore law.

3.2 Customer-Requested Amendments

Any customer-initiated changes including but not limited to modifications of travel dates, passenger names, passport details, tour types, activities, land services, itinerary components or rooming arrangements are subject to availability and the relevant suppliers’ conditions or special requests made less than 90 working days from the departure date shall be legally treated as a total contract cancellation, and full cancellation fees will apply automatically.

Standard Amendments Surcharge: Any approved clerical amendment or modification made after registration where an amendment is available is subject to a mandatory administrative fee of SGD 100.00 per person plus disclosed and third-party charges if any.
Confirmed Departure Cancellation Surcharge: Any cancellations executed after a tour departure has been officially confirmed are subject to an immediate surcharge of SGD 500.00 per person.

3.3 Standard Cancellation Schedule

The percentage cancellation charges in the table are calculated on the total tour fare, subject to any separately disclosed, legally applicable supplier conditions.

No charge shall be recovered twice. Replacement refund wording for each of the 25%, 50% and 75% bands:

Notice Period Provided Prior to Departure Date	Contractual Cancellation Fee Imposed	Refund Entitlement
65 working days or more	0% of Full Tour Fare	S$100 administrative fee may apply if disclosed; identified non-refundable costs only if permitted below
45 to 64 working days	25% of Full Tour Fare	Balance of funds
38 to 44 working days	50% of Full Tour Fare	Balance of funds
34 to 37 working days	75% of Full Tour Fare	Balance of funds
33 working days and fewer	100% of Full Tour Fare	NIL (No Refund)

Refund Calculation:

Any refundable balance shall be calculated by deducting the applicable cancellation charges and any separately recoverable, non-duplicative charges from the total payments received.

Any booking deposit already paid shall be credited towards the applicable cancellation charges and shall not be charged a second time.

The Company will provide a breakdown of the applicable charges and any refundable balance.

3.4 Supplier Charges and No Double Recovery

The progressive cancellation fees apply if the transportation assets (including flights, ferries, cross-border buses, or train tickets) have not yet been booked or issued.

We will identify any permitted supplier charges and will not impose duplicate recovery where the same cost is already included in a percentage cancellation fee.

If the customer’s paid funds are insufficient to cover the total aggregated fee, the Customer must top up and pay for the difference.

Any waiver or reduction of cancellation charges on a goodwill basis (such as sudden death or critical medical emergencies) remains at the sole and absolute discretion of the Company and is strictly subject to the conditions imposed by the related primary suppliers (hotels, airlines, etc.).

Verifiable supporting documentation is required for any case review.

3.5 Refund Calculation and Processing

Because the Company operates as an intermediary agent and must recover deposits from international primary vendors, the Customer acknowledges that any approved refunds will only be fully processed and disbursed a minimum of two (2) months (or up to 70 working days) from the formal verification date of the cancellation request.

If supplier recovery or verification causes delay, we will explain the reason and an updated expected timeline. This target does not limit any faster or other statutory entitlement.

Refunds are generally issued via corporate cheque, direct electronic transfer or an agreed alternative. after the successful recovery of funds from third-party suppliers (Airlines, Hotels, Transport, Tour, Attractions companies, etc.).

4. GROUP SIZE, COMPANY CANCELLATION & MATERIAL CHANGES

4.1 Minimum Group Size and Tour Leader Availability

All scheduled group tours (including leisure, Umrah and Haj packages) are subject to achieving a minimum operating group size..

The minimum operating group size and tour leader arrangements may vary according to the selected package, departure date, destination and operational requirements.

The applicable conditions shall be communicated in the package description or booking conditions before Booking Acceptance.

Notwithstanding the stated minimum operating group size, the Company may, at its discretion, proceed with a departure involving fewer participants and may provide an accompanying tour leader or guide without imposing additional charges.

Such discretionary arrangements shall not create an obligation for the Company to provide equivalent arrangements for other departures.

If the minimum operating group size is not achieved, the Company may cancel the departure or offer alternative travel arrangements in accordance with Clause 4.2.

The Company will endeavour to notify affected Customers at least fourteen (14) calendar days before the scheduled departure date where reasonably practicable. Where unforeseen circumstances arise within that period, the Company will notify affected Customers as soon as reasonably practicable after becoming aware of the circumstances.

Unless otherwise expressly stated in the applicable package conditions, the provision of a tour leader accompanying the group from Singapore is subject to a minimum of twenty (20) or more full-paying passengers.

Where a proposed change materially affects the services included in an accepted booking, the Customer’s rights under Clause 4.3 and applicable Singapore law shall apply.

Where a tour leader from Singapore is expressly included in an accepted booking, any proposed material change to that arrangement shall be handled in accordance with Clause 4.3.

4.2 Low Subscription, Company Cancellation and Alternative Arrangements

If the Company cancels a scheduled group departure because the minimum operating group size has not been achieved, the Company may offer the Customer an alternative departure date, travel package or other suitable arrangement, subject to availability.

The Customer may choose to:

(a) Accept the proposed alternative, with any difference in price clearly communicated and agreed upon before the revised booking is confirmed; or

(b) Decline the proposed alternative and receive a full refund of all payments received by the Company for the cancelled travel package, where no part of the travel services has been delivered.

No customer-initiated cancellation charges shall apply where the Company cancels the departure due to insufficient group participation.

The Company will communicate the cancellation, available alternatives and applicable refund arrangements in writing.

4.3 Material Changes to Confirmed Travel Arrangements and Customer Remedies

The Company will endeavor to provide the travel services substantially as described in the accepted booking and itinerary.

Operational changes may occasionally be necessary due to airline schedule revisions, hotel availability, supplier restrictions, government regulations, safety considerations or other circumstances beyond the Company’s reasonable control.

Minor operational adjustments that do not materially affect the agreed travel services may be made where reasonably necessary.

Where the Company intends to make a material change to a travel product that has been sold but not fully delivered, the Company will inform the Customer of the proposed change and its implications as required under Regulation 25 of the Travel Agents Regulations 2017.

If the Customer does not accept the proposed material change on terms agreed with the Company, the following shall apply:

(a) Before any travel services have been delivered: The Customer may cancel the affected travel product, and the Company shall offer to refund all payments received for that travel product.

(b) Where part of the travel services has already been delivered: The Customer may cancel the undelivered portion of the travel product and receive an offer of a refund corresponding to that portion.

(c) Where the Customer continues with the remaining services: If the material change results in a reduction in the value of the travel product, the Company shall offer a refund corresponding to that reduction in value.

These requirements apply regardless of whether the material change arises from circumstances within or outside the Company’s control.

Nothing in this clause excludes or restricts any additional rights or remedies available under applicable Singapore law.

4.4 Changes to Tour Leader Arrangements

Where a group departure does not meet the applicable threshold for a tour leader accompanying the group from Singapore, the Company may offer Customers the option of proceeding with revised arrangements, which may include:

(a) Continuing the tour with locally appointed guides or tour representatives;

(b) Proceeding without a tour leader accompanying the group from Singapore; or

The Company shall clearly communicate the proposed arrangements, services affected and any additional charges before seeking the Customer’s agreement.

No additional supplement shall be imposed without the Customer’s agreement, except where an adjustment is expressly permitted under the accepted booking conditions and applicable law.

Where the proposed arrangement constitutes a material change to the accepted travel product, the Customer’s rights under Clause 4.3 shall apply.

The Company shall not be held liable for any inconveniences or dissatisfaction arising from the absence of a tour leader, the Company having taken reasonable steps to inform the Customer in advance to allow their travel plans to proceed rather than cancelling the tour outright.

4.5 Free and Easy (FIT) Booking Contingencies

For individual, customised and Free and Easy (FIT) travel arrangements, accommodation, transportation and other travel services may be subject to availability and confirmation by the relevant service providers.

Before Booking Acceptance, quoted prices and availability may change. Any revised quotation shall be communicated to the Customer before acceptance.

After Booking Acceptance, the Company will endeavour to provide the agreed services or, where necessary, propose reasonably comparable alternatives.

Any additional charge for a proposed alternative shall be communicated to the Customer and shall be subject to the applicable booking conditions and agreement.

Where a proposed change materially affects a travel product already sold but not fully delivered, the Customer’s rights under Clause 4.3 and applicable Singapore law shall apply.

Nothing in this clause excludes or restricts any liability or customer remedy that cannot lawfully be excluded or restricted.

5. PASSPORTS, VISAS & IMMIGRATION COMPLIANCE

5.1 Travel Document Validity

Each individual traveler bears sole, non-delegable responsibility for ensuring that his or her passport or international travel document is valid for at least six (6) months from the expected date of return to Singapore from the last point of departure on the itinerary.

It is the Customer’s sole responsibility to ensure that their passports have at least three (3) completely empty pages (certain destination countries strictly require 6 empty pages) prior to their intended departure date.

5.2 Visas and Entry Requirements

The Customer is solely responsible for acquiring, verifying, and holding all necessary visas, entry permits, border passes, re-entry licenses, mandatory vaccinations, and official health certificates required by the applicable governmental authorities of the destination countries within the Package Tour.

All documents submitted to the Company for auxiliary processing must be perfectly clear, legible, and verified for authenticity by the Customer.

Where the Company undertakes a visa application service, it will explain its scope, document requirements, relevant charges and limits.

The Company cannot guarantee a decision by an immigration authority. For Haj travel, MUIS-approved arrangements and applicable Saudi requirements govern the service where relevant.

5.3 Visa Fees and Rejection and Late Notice Rules

While the Company may, from time to time, assist a traveler to submit a visa application for a specified processing fee, the Company gives no warranty or guarantee regarding the approval or outcome of any visa application.

Visa processing timelines vary significantly by foreign embassies and consulates.

Umrah Visa Application Surcharge: If the Customer does not possess an active visa to perform Umrah, the Company will apply an additional administrative fee of SGD 200.00 per person to apply for a 1-year multiple-entry tourist/Umrah visa. This visa remains valid for multi-entry utility until its formal expiration under Saudi regulations.
Visa fees, entry permissions, permitted length of stay and eligibility are subject to the rules actually in force at the time of application; no specific visa duration is guaranteed by these general terms.

Rejection Rulings: If an application for a visa or exit permit is rejected by an embassy and the result is made known to the Company at least 45 days prior to departure, a refund of monies paid (excluding non-recoverable visa application fees paid to the respective embassies, work already performed) will be processed. If less than 45 days’ notice is given, the standard progressive cancellation fees outlined in Section 3 shall apply automatically.

5.4 Border Deportation & Denial of Entry Indemnity

The Company shall not be held responsible for decisions outside its control, under any legal theory or circumstance, for any loss, damage, expense, or reimbursement of the tour fare should a traveler be deported, detained, or refused entry by the immigration or customs authorities of any transit or destination country.

We will reasonably assist with information about practical options where possible.

Reasons for denial—including irregular travel documents, quarantine restrictions, local customs regulations, import/export restrictions, administrative executive orders, or the possession of unlawful items—do not entitle the traveler to a refund of any part of the package fare; nothing in this clause excludes liability for the Company’s own negligence or breach.

5.5 Name Verification and Document Discrepancies

Each traveler is solely responsible for verifying that their full legal name, as provided to the Company and reflected on the official Pax Statement/invoice, tallies exactly with the character spelling in their passport.

If any amendment, ticket re-issuance, or record correction is required due to errors provided by the Customer, all applicable airline penalties, vendor fees, and administrative charges shall be borne entirely by the traveler.

Travellers anticipating passport renewal or changes for travel should inform the Company as early as possible; the recommended notice is at least four months before departure where practicable. Any amendment charges will be disclosed and discussed before processing.

6. PRICING INTEGRATION, INDEPENDENT SUPPLIERS & ROOMING POLICIES

6.1 Package Fare Exclusions

The applicable package price, inclusions and exclusions shall be as stated in the written package description, quotation or booking confirmation accepted by the Customer.

Unless expressly included in the selected package, additional charges may apply for visa applications, travel insurance, optional activities, personal expenses, gratuities and other services specifically identified as excluded.

Optional personal costs (for example laundry, room service or excess baggage) remain the traveller’s responsibility unless explicitly included.

Any compulsory charges payable in addition to the advertised package price shall be disclosed to the Customer before Booking Acceptance, to the extent reasonably ascertainable.

Any subsequent changes to the agreed package price shall be handled in accordance with Clause 6.2 and applicable Singapore law.

6.2 Supplier Changes, Fare Adjustments and Additional Charges

(a) Changes by Airlines, Hotels and Other Suppliers:

Travel arrangements may be affected by changes imposed by airlines, hotels, transportation operators, local authorities and other third-party service providers.

Such changes may include adjustments to flight schedules, fuel surcharges, government taxes, accommodation availability, transportation arrangements and itinerary sequences.

The Company will make reasonable efforts to minimise disruptions and, where necessary, arrange suitable alternatives, subject to availability and applicable supplier conditions.

(b) Changes Before Booking Acceptance:

Where a supplier changes its price or availability before the Company accepts the booking, the Company may revise the quotation and inform the Customer accordingly.

The Customer shall be informed of any revised price before agreeing to proceed with the booking.

Following Booking Acceptance, the Company will endeavour to honour the agreed package price and travel arrangements.

Where an airline, hotel, government authority or other supplier introduces a change affecting the accepted booking, the Company will inform the Customer as soon as reasonably practicable.

Where additional charges are proposed, the Company will communicate the reason, amount and effect on the booking.

Any additional payment shall be subject to the accepted package conditions, the Customer’s agreement where required, and applicable Singapore law.

(d) Material Changes and Customer Rights:

Where a proposed supplier adjustment results in a material change to a travel product that has been sold but not fully delivered, the Company’s obligations under Clause 4.3 and Regulation 25 of the Travel Agents Regulations 2017 shall apply.

The Customer may accept a revised package, alternative travel arrangements or an additional charge by agreement.

If the Customer does not accept the proposed material change, the applicable cancellation and refund rights shall be available in accordance with Clause 4.3.

A Customer’s refusal to accept a newly proposed additional charge arising from a material change shall not automatically result in forfeiture of the booking deposit or other payments.

Nothing in this clause excludes or restricts any rights or remedies available under applicable Singapore law.

6.3 Age Parameters for Child Fares

Children below twelve (12) years of age (calculated based on the exact date of departure from Singapore through the return date back to Singapore) may be eligible for reduced child fare rates.

Standard child fare rates are structurally predicated on a twin-sharing or double room arrangement with two full-paying adults without an extra bed.

If an extra bed or rollaway cot is required for the child, the Customer must arrange this with the Company, and all associated vendor supplements and surcharges will apply.

The Customer must proactively notify the Company if a child turns 12 during the travel itinerary.

6.4 Bedding Formats, Family SOP Layouts & Single Share Logistics

(a) Bedding Standards: Depending on the selected tour structure, room bedding configurations may consist of single, twin, double-share, or triple-share formats, priced at the Company’s sole discretion.

For triple or quad-share configurations, the third and fourth beds may be temporary rollaway beds.

Certain accommodations (such as cave layouts, apartments, or specialty lodges) may require shared facilities.

Opting for a standard Double or Twin room format is highly recommended by the Company unless the booking contains a family configuration with children.

(b) Standard Family SOP Layout: It is the explicit standard operating procedure (SOP) of the Company to direct ground operators to place immediate families side-by-side on aircraft seating, side-by-side in hotel room configurations, or within connecting room layouts on the same floor or tower layout wherever possible.

However, the final layout remains strictly subject to final hotel and airline confirmation, live inventory availability, and unilateral vendor discretion.

Where a solo traveller selects a shared-room package, the Company will make reasonable efforts to arrange suitable room sharing with another traveller or, where appropriate, an accompanying tour leader or local tour representative.

Room-sharing arrangements are subject to availability, suitability, privacy and relevant personal requirements. Any proposed sharing with a tour leader or Company representative shall be disclosed to and accepted by the traveller.

Where no suitable room-sharing arrangement is available, the Company may offer an alternative departure, an agreed room arrangement or a single-occupancy room subject to the applicable supplement.

The Company may adjust roommate assignments where reasonably necessary due to changes in group composition, accommodation availability or operational circumstances.

Any additional charges or material changes to the accepted accommodation arrangements shall be communicated to the Customer in accordance with the applicable Terms & Conditions and Singapore law.

Biological Roommate Variances:
Customers utilizing shared room formats acknowledge that differences in personal sleeping patterns, temperature preferences, schedule variance, and physical noise output (including but not limited to severe snoring) may occur.

The Customer agrees to maintain a respectful, accommodating attitude.

The Company completely disclaims all civil liability for personal disturbances, sleep disruptions, or psychological distress caused by an assigned roommate, and no financial compensation or room modifications will be executed post-departure.

6.5 Operational Communications Turnaround & Paid Priority Track

The Company strives to respond to all inquiries as promptly as possible during standard office hours.

Due to massive communication volume, please allow three to five (3-5) working days for a standard response from our office desks.

For customers requiring a prioritized, fast track, or near-instantaneous response within a 24-hour cycle, a Premium 24-Hour Paid Service Option is available.

This service may be activated upon request via our official hotline or company’s WhatsApp number.

7. Force Majeure Events and Travel Disruptions

7.1 Absolute Force Majeure Disclaimers

A Force Majeure Event may prevent or delay the provision of travel services. The Company will assess its obligations and available alternatives in accordance with the agreed booking, Clause 4.3 and applicable Singapore law.

A Force Majeure Event includes, but is not limited to:

Acts of God, earthquakes, fires, tsunamis, volcanic eruptions, or other catastrophic natural disasters.
Extreme weather events, atmospheric disturbances, or severe environmental conditions.
Wars, hostilities, civil unrest, riots, insurrections, strikes, labor lockouts, or acts of terrorism.
Governmental or legislative actions, executive border closures, compulsory quarantines, or travel restrictions imposed by the Singapore government or destination governments.
Epidemics, pandemics, or public health emergencies.
Mechanical breakdowns, primary carrier structural failures, or transport grid outages that render the provision of the Package Tour impossible or drastically different from its initial conception.

Where a Force Majeure Event prevents, disrupts or materially changes the provision of agreed travel services, the Company will take reasonable steps to inform affected Customers and, where practicable, arrange suitable alternatives.

Any cancellation, refund or adjustment shall be determined in accordance with the applicable booking conditions, Clause 4.3, Regulation 25 of the Travel Agents Regulations 2017 and other applicable Singapore law.

Nothing in this clause automatically excludes the Customer’s statutory rights or remedies solely because the disruption arises from circumstances beyond the Company’s control.

7.2 Intermediary Agency Liability Limits & Carrier Rules

Where the Company has acted without negligence and performed its due duties, it assumes no responsibility or legal liability for personal injury, property damage, accidents, luggage loss, delays, or behavioral irregularities caused by third-party public carriers, operators, managing agents, or hoteliers.

All tickets, vouchers, and coupons are issued subject to the specific terms, conditions, and rules of carriage mandated by the primary transport and hospitality operators.

The Customer is legally bound by those external primary policies and is solely responsible for ensuring compliance.

Airline Discretion Protection: Airline-controlled metrics—including physical seating positions, configuration changes, or precise aircraft legroom dimensions—are managed entirely by the operating carrier and are subject to immediate shifts.

The Company is completely insulated from any grievances stemming from airline seating changes.
High-Speed Rail Logistics: For packages including one-way high-speed rail transportation within the Kingdom of Saudi Arabia, luggage logistics may be diverted to secondary tracking trucks/buses due to rail safety weight thresholds.

Delays in luggage delivery resulting from alternative ground tracking methods are operational realities, and the Company is exempt from liability for related inconveniences.

7.3 General Release and Waiver of Civil Legal Action

The Customer explicitly agrees that the Company operates in good faith as a travel intermediary.

Where the Company has acted in compliance with standard protocols and has not been negligent, the Customer agrees not to take any legal actions under any circumstances for any claims including but not limited to damages, losses, injuries, accidents, matters or whatsoever reasons that may arise against the Company or its corporate personnel.

8. HEALTH, MEDICAL FITNESS & BEHAVIORAL EXCLUSIONS

8.1 Minor Passenger Regulations

Any passenger under eighteen (18) years of age must be accompanied throughout the entire tour duration by an adult.

If a minor is traveling with an accompanying adult who is not their biological parent or legal guardian, the parent/guardian must execute and submit a formal waiver letter to the Company prior to departure, completely indemnifying the Company from any claims, accidents, or operational responsibilities regarding the minor.

Customers traveling with a minor are fully responsible for ensuring compliance with all regulatory carrier requirements pertaining to minors traveling.

8.2 Medical Disclosures and Fitness to Travel Requirements

If a Customer or any member of their traveling group is suffering from pre-existing illnesses, physical or mental infirmity, is pregnant, or is undergoing medical treatment, it is the sole responsibility of the Customer to obtain an official doctor’s memorandum confirming they are medically fit for long-distance travel.

This documentation must be submitted to the Company upon registration.

Notwithstanding the provision of a doctor’s certificate, if primary airlines, cruise operators, or border officials refuse boarding or entry due to health conditions, the Company shall not be liable for any refunds, financial compensation, or logistical mitigation costs.

8.3 Absolute Corporate Right of Refusal

The Company retains absolute and final discretion to refuse travel or remove any individual from a Package Tour at any point prior to the travel group boarding the first flight out of Singapore if, in the sole opinion of the Company or its tour leaders, the Customer:

Is physically or mentally unfit to travel safely without endangering themselves.
Requires a specialized level of care or medical monitoring beyond what can reasonably be provided within the standard parameters of the tour itinerary.
Engages in dangerous, disruptive, hostile, or unlawful behavior that threatens the health, personal safety, comfort, or general enjoyment of other travelers on the tour.

If the Company exercises this right of refusal or removal under these circumstances, no refund shall be payable to the Customer, and the Company’s decision is final and non-negotiable.

9. TRAVEL INSURANCE

9.1 Travel Insurance Against Insolvency

Where Regulation 21 of Singapore’s Travel Agents Regulations 2017 applies, Hahnemann Travel & Tours Pte Ltd is required to ask the Customer to consider purchasing travel insurance against failure or disruption in the provision of the travel product arising from the Company’s insolvency, for the benefit of all travellers covered by the relevant payment.

The purchase of such insurance is optional.

The Company shall provide the information and maintain the records required under Regulation 21. This notice does not constitute an endorsement or sale of any insurance product by the Company.

9.2 Scope of Insurance Coverage Protection

The Customer is strongly advised to secure an all-inclusive travel insurance policy prior to departure to protect against unforeseen circumstances. The policy should ideally cover risks such as:

Trip cancellations, emergency amendments, or personal booking terminations.
Personal baggage loss, theft, damage, or international transit delays.
Personal accidents, sudden injuries, or acute medical illnesses abroad.
Travel agent insolvency or sudden vendor default.

Under no circumstances shall the Company be construed or interpreted as an insurer or a direct carrier under contract for the safe carriage of the Customer or their personal baggage.

10. REVIEWS FRAMEWORK & CONTRACTUAL CONTRACT LIMITATIONS

10.1 Structured Feedback Mechanism

The Company welcomes all sincere feedback and operational reviews. Grounded in its foundational heritage, the Company operates under ethical guidelines prioritizing passenger welfare and mutual respect.

Customers may submit official operational feedback through the following tracked corporate channels:

In-Person Consultation:
Scheduled appointment at the Company’s physical headquarters.

Official Corporate Hotline:
+65 6749 1131.

Official Feedback Email:
sales@hahnemanntravel.com.sg
(Subject Line: “Feedback/Comments”).

10.2 Strict 7-Day Limitation Period for Claims

Any operational feedback, claims, complaints, or requests for compensation regarding a tour must be submitted to the Company in writing within seven (7) days of the official return date from said tour.

If a claim or grievance is not filed within this strict 7-day limitation window, the Company shall accept no responsibility or liability, and the Customer completely waives all rights to pursue claims or remedies.

10.3 Changes to Terms & Conditions

The Company may update these Terms & Conditions from time to time for future bookings. Unless otherwise required by law or agreed in writing, the version accepted when the Company issues written Booking Acceptance shall govern that booking.

Changes published subsequently shall not automatically alter the rights or obligations under existing accepted bookings. The Company may retain archived versions for verification.

SECTION 11: ISLAMIC SUNNAH SERVICES, BADAL PROTOCOLS & SACRIFICIAL COVENANTS

11.1 Structural Theological Foundation & Intention (Niat) Guidelines

(a) Canon Jurisprudence Compliance: In absolute alignment with established Islamic law, proxy rituals including Badal Hajj and Badal Umrah are valid exclusively on behalf of individuals who are completely physically incapacitated with no realistic expectation of recovery, or who have already entered deceased status.

Proxy registration is invalid for individuals whose failure to perform Hajj stems solely from temporary political obstacles, security shifts, or pure financial insufficiency, as the primary obligation is naturally waived under such structural restrictions.

(b) Execution of Niat (Spiritual Intention): The Customer explicitly acknowledges that the Niat (intention) resides fundamentally within the heart and is not vocally verbalized or externalized.
(Reference 0:10 [Youtube hyperlink]).

The individual paying or delegating the service performs the inward intention. The structural framework for this mandate is:

I hereby delegate and appoint Hahnemann Travel—as an approved, licensed Hajj and Umrah broker in Singapore

—to execute the Badal Haji ritual for
[Insert Name of Deceased/Disabled individual],

to be performed by an accredited, verified Mutawwif, Ustaz, or religious knowledge seeker under their supervision, practicing Hajj Ifrad or Hajj Tamattu’, under the financial terms and operational conditions explicitly detailed herein.”

11.2 Transaction Verification & Data Mandates for Badal Services

To authorize a Badal Haji or Badal Umrah order, the Customer must fully deliver the following structured parameters to the Company via its office desk or verified corporate WhatsApp (+65 9775 2605):

A clear photographic image of the applicant’s National Registration Identity Card (NRIC – Front and Back Face).
The complete, authentic legal names of all individuals who are executing the spiritual intention (Niat) for the proxy service.
The complete, correct full name of the deceased or permanently disabled recipient.
The exact familial or legal relationship of the applicant to the intended recipient of the Badal service.

11.3 Collective Performance Disclaimers & Visual Proof Availability

(a) Collective Processing Realities: All ritual sacrifices, Aqiqah contracts, Qurban executions, and Waqf distributions are managed, procured, and executed as massive collective operations through centralized processing centers and cooperative farms in Makkah.

They are not managed as isolated, individualized slaughtering processes.

(b) Conditional Nature of Video/Photographic Proof: While the Company strives to deliver individual video and photographic verification of the slaughter or distribution process (applicable to Badal Hajj, Badal Umrah, Aqiqah, and Qurban), all digital proofs are strictly subject to real-time availability, farm safety regulations, and operational restrictions enforced by Saudi agricultural authorities.

Due to tightening security zones and digital blackout measures during peak Makkah operations, the accidental absence or delayed delivery of individual video/photographic captures shall not invalidate the spiritual contract, nor shall it entitle the customer to a financial refund or liability claims against the agency.

11.4 Saudi Ministry Regulatory Volatility & Quota Shifts

All Badal Hajj, Qurban, and related religious service provisions are subject directly to the shifting cost matrices, operational protocols, and Masyair pricing standards issued by the Ministry of Hajj and Umrah of the Kingdom of Saudi Arabia.

Pricing Adjustments: Quoted rates for Badal Haji (Basic and Full Package variants) are tied to prevailing macro costs at the time of performance.

Any sudden, mandatory regulatory hikes or localized tax shifts will be passed on to the Customer.
Quota Enforcement & Postponement Protocol: If sudden structural shifts or quota retrenchments by Saudi authorities prevent a registered Badal Haji from being finalized within the current Islamic calendar year, the booking will be automatically moved to the immediate following Islamic year.

The Company is completely insulated from liability regarding such structural postponements.

11.5 Waqf Service Boundaries & Procurement Rules

The Company provides auxiliary brokerage services for specified Waqf contributions, matching set prices to physical units (Standard Wheelchairs, Holy Qur’an copies dedicated to Masjidil Haram, Folding Chairs, or Nasi Mandi humanitarian meal boxes).

The Company guarantees that funds collected for Waqf are spent entirely on procurement and local deployment within the holy sanctuaries.

However, the physical placement, tracking, or preservation of individual items within the Haram remains subject to the administration of Saudi cleaning and security authorities, and the Company provides no tracking access post-delivery.

11.6 Authentic Zamzam Water Export Restraints & Claims Indemnity

(a) Regulatory Export Bans: The Customer explicitly takes notice that the Kingdom of Saudi Arabia enforces rigid restrictions on the commercial export of Zamzam water.

Legally, only active pilgrims returning physically from Hajj or Umrah journeys are permitted a specific regulatory allotment (typically capped at 5 liters via official airport distribution channels).

(b) Authenticity Verification & Seizure Risk: As a licensed STB Travel operator and approved Hajj and Umrah operator, the Company leverages its direct operational channels to bring back authentic Zamzam water from scheduled trips to distribute as part of the complimentary gift tiers for Badal Hajj completions (alongside Certificates, Tasbih, and Sejadah packages).

However, all complimentary gifts remain subject to the absolute discretion of our Saudi office and real-time border conditions.

If Saudi aviation authorities or Singapore customs officials enforce a sudden border seizure, embargo, or reduction of liquid allotments, the Company shall be completely exempt from liability, and the structural unavailability of Zamzam water shall not be treated as a contractual breach.

SECTION 12: PERSONAL DATA, ELECTRONIC RECORDS & GENERAL PROVISIONS

12.1 Personal Data and Booking Purposes

We collect, use and disclose the personal data reasonably required to manage bookings, verify travellers, provide travel services, make supplier reservations, process visas, communicate important updates, handle payment/insurance records and meet legal obligations, in accordance with the Company’s current Privacy Policy and Singapore’s Personal Data Protection Act.

Data may need to be shared with airlines, accommodation providers, overseas tour partners, insurers and government authorities where appropriate for those purposes. Sensitive information will be protected using reasonable safeguards. Individual travellers may be contacted to verify information provided by a Lead Booker.

12.2 Optional Marketing and Photographs

Agreement to the travel contract does not require consent to optional direct marketing or promotional use of identifiable photographs or videos. Such optional choices will be requested separately where applicable, and withdrawal requests will be handled in accordance with the Privacy Policy and the PDPA. Any specific rules for marketing messages remain applicable.

12.3 Electronic Notices and Records

Where appropriate, the Company and Customer may communicate and retain bookings, invoices, receipts, authorisations and declarations electronically through agreed or official channels.

The Company may preserve reasonable authentication and transaction records, subject to applicable recordkeeping, privacy and security obligations. Electronic records and signatures may be used to the extent recognised by Singapore’s Electronic Transactions Act 2010.

12.4 Governing Law, Severability and Statutory Rights

These Terms & Conditions are governed by the laws of Singapore, subject to overriding applicable statutory requirements.

If a provision is invalid or unenforceable, the remaining provisions continue so far as legally permissible. Nothing in these terms excludes or restricts any right, remedy or liability that cannot lawfully be excluded or restricted.