Terms of use and sale

1. Parties and scope

1.1. Zair is operated by PARAF ULUSLARARASI SEYAHAT ACENTESİ LİMİTED ŞİRKETİ ("Paraf"). Address: OSMANAĞA MAH. KUŞDİLİ CAD. EFES ÇARŞISI NO: 12 İÇ KAPI NO: 152 KADIKÖY/İSTANBUL. Company phone: +90 216 330 21 53. Support line: 0850 242 85 37. Email: destek@zair.co. MERSİS no 0721040356500014. Group A travel agency, TÜRSAB licence no 7910, IATA no 88226412.

1.2. A person making a purchase through Zair declares that they are at least 18 years old and have the legal capacity to transact.

1.3. A person booking on behalf of other travellers accepts that they are authorised to represent those travellers, that they have informed them of these terms and of the processing of personal data, and that they are liable for the booking price.

2. Definitions

Buyer: the person making a purchase through Zair. Traveller: a person named in the booking who uses the service; the Buyer may also be a traveller. Provider: the airline, hotel, transfer company or other independent business that actually performs the flight, accommodation or other service. Dynamic Package: the services the Buyer combines on Zair through their own choices and buys for a single total price. Booking Summary: the summary shown before payment and emailed after payment, listing the chosen services, travellers, dates, total price and cancellation terms.

3. How Zair works and the dynamic package

3.1. Based on the dates, travellers and preferences the Buyer enters, Zair offers options for flights, accommodation and the other services that can be selected. To the extent the interface allows, the Buyer can change the order of cities, the split of nights, the flight, the hotel and the room type. The content of the package purchased is determined by the Buyer’s choices.

3.2. A Dynamic Package is not a pre-arranged tour programme. Paraf books the services the Buyer selects with the relevant providers and collects their price as a single payment. Each service is performed by the relevant provider and under that provider’s rules.

3.3. The price of a service within a package may differ from the price of the same service bought on its own. Zair does not guarantee the lowest price or the best option for any service or package.

3.4. Flight times, aircraft type, baggage allowance, hotel features, photos and location information are taken in real time from providers and booking systems. Paraf passes this information on with care; however, differences arising from omissions or updates on the provider’s side are the provider’s responsibility.

3.5. The price and availability shown in search results may change until payment is completed. The Booking Summary at the payment step is binding.

4. Price, payment and confirmation of the booking

4.1. Prices are shown in Turkish lira as a total amount including taxes. Any mandatory charge not included in the total and payable locally during the trip is stated separately before payment. The price becomes final when payment is completed.

4.2. A booking is confirmed once payment is received and the providers confirm it. If a provider does not confirm the booking after payment, Paraf informs the Buyer and may offer an equivalent alternative. If the Buyer does not accept the alternative, the price of the service concerned is refunded, or the price of the whole package where the package cannot be used without that service.

4.3. If, because of a technical error, a service or package has been shown and sold at a price that is obviously and significantly different from the usual market price, Paraf may cancel the transaction by notifying the Buyer and refunds the full amount paid. The Buyer may choose to continue the transaction at the correct price.

4.4. Payments are taken with 3D Secure verification. Paraf may ask the Buyer for additional confirmation of identity or card ownership for transactions that appear suspicious. If confirmation is not provided within a reasonable time, the transaction is cancelled and the amount collected is refunded.

4.5. If, after a service has been used or ticketed on a non-refundable basis, the price is not paid to Paraf because of a card chargeback made without fault on Paraf’s part, the Buyer is liable for the disputed amount and for the loss Paraf suffers as a result, together with statutory interest from the transaction date.

4.6. Additional protections, insurance or paid services offered separately on the payment screen are subject to their own terms shown at the time of purchase.

5. Cancellation, changes and refunds

5.1. Cancellation terms are specific to each plan. The cancellation and change terms of each service are set by the relevant provider’s rules and the fare type chosen, and are shown in the Booking Summary before payment. The terms in that summary are the ones that apply to the package purchased. For services marked as non-refundable, no refund is made on cancellation.

5.2. As the services in a Dynamic Package are transport and accommodation services provided on a specific date or period, there is no right of withdrawal under the Distance Contracts Regulation.

5.3. Each service is subject to its own terms. The Buyer cancelling or changing one service does not require the cancellation or refund of the other services; the other services continue under their own terms.

5.4. If a provider cancels or materially changes its own service, the refund, change and alternative-service terms that apply are determined by the provider’s rules and by the legislation on passenger rights. Paraf informs the Buyer and makes reasonable efforts to find an equivalent alternative. Any refund received from the provider is passed on to the Buyer.

5.5. Change requests can be met only to the extent the relevant provider allows. Change fees, penalties and fare differences charged by the provider are borne by the Buyer and are collected with the Buyer’s approval. Paraf is not responsible for changes that cannot be made because the provider does not allow them.

5.6. If a traveller does not show up for a flight (no-show), airlines as a rule refund only the refundable airport taxes; the ticket price is not refunded. If a traveller does not show up at a hotel, the hotel’s rules apply, which usually means the entire accommodation price is forfeited. A return flight or a later stay may be cancelled by the provider when the first service is not used.

5.7. The total price is presented as a single price and is not broken down by service. The refund for a service the Buyer cancels is the amount the provider refunds to Paraf for that service. On a cancellation request, Paraf tells the Buyer the refund amount before acting on it. If a booking is not made because of Paraf’s fault, the price paid for the service concerned is refunded in full.

5.8. Cancellation and change requests are sent in writing through the channel in clause 11. The time the request reaches Paraf is used when passing it to the provider and applying the terms.

5.9. Refunds due to the Buyer are made to the payment method used within 14 days of the amount reaching Paraf from the provider. The time it takes for the refund to appear on the card may vary by bank.

6. Flights and trains

6.1. Flights are subject to national and international aviation rules and to the relevant airline’s carriage, baggage, cancellation, refund and change rules.

6.2. The airline may change flight times, connection details and aircraft type without notice and may notify the traveller of these changes directly. Paraf passes on to the Buyer the changes it becomes aware of. The traveller is responsible for following the airline’s notifications and the flight status before the flight.

6.3. In cases of denied boarding, delay, cancellation and downgrading, passenger rights are exercised against the airline. Paraf reasonably assists the traveller with these claims.

6.4. Tickets are personal; name changes and transfers are not possible unless the airline’s rules allow them.

6.5. The Haramain High-Speed Railway and other train services are subject to the operator’s carriage, baggage, cancellation and change rules. Train tickets are valid for a specific service; for missed services the operator’s rules apply and the ticket price is, as a rule, not refunded.

6.6. The train operator may change service times and station arrangements or cancel services. In that case the alternative and refund terms the operator offers apply; Paraf passes on to the Buyer the changes it becomes aware of.

6.7. The timing of connections between flights, trains and accommodation is planned on the service times shown at the time of purchase. If a connected service is missed because of a provider’s delay or schedule change, the rules of the provider of the missed service apply.

7. Accommodation

7.1. The hotel’s rules, check-in and check-out times, star and category definitions, meal plan, and cancellation and no-show policies are set by the hotel. Hotel classifications may differ from country to country.

7.2. The hotel’s distance and walking time to Masjid al-Haram or Masjid an-Nabawi are approximate. The actual time may differ because of the route, the gates used, crowds and local arrangements.

7.3. The hotel’s common areas, restaurants or some services may be temporarily unavailable because of maintenance, renovation, the season or local decisions.

7.4. Food, drinks, room service and other personal expenses outside the accommodation purchased are paid to the hotel by the traveller.

7.5. A child traveller’s age is taken as their age on the check-in date. If the age stated in the booking turns out to be different, the hotel may charge the traveller the resulting price difference.

8. Travel documents and Umrah-specific requirements

8.1. Travellers are responsible for their passports being valid for the period required for the trip, for meeting visa and entry requirements, and for the accuracy of the identity, age and contact details they give in the booking.

8.2. Visa, entry, Nusuk or similar visit permits, vaccination and health requirements, and age-related rules of the Saudi Arabian authorities are set and may be changed by those authorities. A visa or permit service being included in the package is not a guarantee that the visa or permit will be granted. If a visa or permit application is refused, refunds for the services purchased are made under the terms in clause 5.

8.3. The consequences of the trip not taking place or being delayed for reasons arising from the traveller’s personal situation, such as a travel ban, missing or incorrect documents, tax debts or failure to meet health requirements, are borne by the traveller.

8.4. Guidance, transfer or similar services are deemed purchased only to the extent they are shown as included in the Booking Summary. Paraf has no obligation for services that are not included.

9. Extraordinary events

9.1. Paraf is not responsible for services being cancelled, postponed or changed because of events beyond its control, such as natural disasters, epidemics and related measures, war, terrorism, civil unrest, strikes, airspace or airport closures, adverse weather, infrastructure and communication failures, and the Saudi Arabian authorities suspending Umrah visas or visits, Hajj season restrictions, and restrictions on access to Masjid al-Haram and Masjid an-Nabawi.

9.2. In such cases, refund and change terms are determined by the relevant providers’ rules and the decisions of the relevant authorities. Paraf passes on to the Buyer the refunds and alternatives that can be obtained from providers.

10. Paraf’s obligations and limitation of liability

10.1. Paraf is obliged to book the services the Buyer selects with the information shown, to send the Booking Summary and booking documents, to notify the changes it becomes aware of, and to pass cancellation, change and refund requests to the provider and follow them up.

10.2. Paraf supports the Buyer where providers fail to perform services properly and follows up claims with the provider.

10.3. Except in cases of intent and gross negligence and cases where liability cannot be limited by law, Paraf is not liable for indirect losses, loss of profit or income, missed connecting travel, events or appointments, or expenses incurred outside Zair.

11. Notices and requests

11.1. Cancellation, change, refund and complaint requests are sent in writing to destek@zair.co together with the booking number. Live support and the 0850 242 85 37 support line can be used for information and guidance; a request is processed only once it is sent in writing. Live support is available 09:00–20:00 every day except Sunday.

11.2. Paraf’s notices are sent to the email address and phone number the Buyer gives in the booking. The Buyer is responsible for keeping these details up to date; the consequences of notices not arriving because of outdated details are borne by the Buyer.

11.3. The payment confirmation page shows that the purchase has been made. Email and SMS notifications are additional information.

11.4. Notices about the booking, travel changes, document reminders and refunds are sent to the contact details given in the booking without requiring marketing consent. Commercial electronic messages containing campaigns and announcements are sent only on the basis of consent the Buyer gives separately and optionally; this consent is not a condition of purchase and can be withdrawn at any time.

12. Use of the site and intellectual property

12.1. Users may use Zair only for lawful and personal purposes. Unauthorised access to the site, disrupting the service, bulk collection of content or prices with automated tools, and use that infringes the rights of third parties are prohibited.

12.2. The software, design, text, trademarks and other content on Zair belong to Paraf or its licensors and may not be reproduced without permission.

12.3. Users can create an account on Zair or access their booking with the booking code. Users are responsible for keeping their account details, verification codes and booking code confidential; transactions made by third parties using them are the user’s responsibility unless Paraf is at fault. Any suspected unauthorised use must be reported to destek@zair.co immediately.

12.4. Paraf may suspend or close an account in case of use contrary to these terms, false information or suspected fraud. Users may close their account at any time. Closing an account does not affect completed purchases and ongoing bookings; they remain accessible with the booking code.

13. Personal data

The processing of personal data is explained in the Privacy and Personal Data Protection Notice.

14. General provisions

14.1. Paraf’s electronic records, transaction records, the document versions shown at the payment step and correspondence may be used as evidence in disputes arising from these terms.

14.2. Paraf may update these terms. Updates apply to purchases made after their publication date; a completed purchase is governed by the version in force at that date.

14.3. If any provision of these terms is held invalid, the validity of the other provisions is not affected.

14.4. These terms are governed by Turkish law. Disputes are heard by consumer arbitration committees within the monetary limits announced each year by the Ministry of Trade, and by consumer courts for disputes above those limits.