2.1 The Package comprises, and shall be sold only as a single indivisible bundle of, the following four mandatory Components: (a) an Umrah e-visa processed through the Ministry via the Nusuk Masar platform; (b) a return flight; (c) hotel accommodation within the Kingdom of Saudi Arabia; and (d) ground services rendered by the Umrah Operator, including, without limitation, accommodation handling, transport, catering, medical insurance, tour-guiding, Meet-and-Greet services from hotel check-in, and related services as licensed to the Operator.

2.2 All Components shall be procured exclusively through ShareTrip. The Customer shall not be entitled to apply for the visa under this Package using flights, hotels or operator services procured from any other source.

2.3 The visa application shall be submitted to the Ministry only after the flight, hotel and Umrah Operator service have each been confirmed, in compliance with the Ministry's "no booking, no visa" rule in effect for the 1448 AH season and any successor season.

2.4 Availability and eligibility for the Package may vary according to the Customer's nationality, country of residence and point of departure. Eligibility is verified before payment is taken. Where the Customer is found ineligible, no payment shall be collected and no Package shall be formed.

2.5 Where the Customer holds a Bangladeshi passport, the visa shall be issued through ShareTrip's accredited OTA channel with the Ministry. Where the Customer holds a passport of a visa-exempt or eVisa-eligible country (including, without limitation, the United States, Canada, the United Kingdom, member states of the European Union, GCC States and Malaysia), the visa may be issued via Nusuk Masar with ShareTrip acting on the Customer's behalf.

2.6 The Customer is solely responsible for verifying and complying with all eligibility conditions imposed by the Saudi Ministry of Hajj and Umrah, including but not limited to mahram requirements, age restrictions, and health or immunisation requirements. ShareTrip does not warrant that all Customers will meet Ministry eligibility criteria, and shall bear no liability for visa rejection or denial of entry arising from the Customer's failure to satisfy such requirements.

3.1 The full Package price shall be collected from the Customer prior to confirmation of any Component. ShareTrip accepts payment in Bangladeshi Taka (BDT) for resident customers and in United States Dollars (USD), Canadian Dollars (CAD) or Pounds Sterling (GBP) for NRB and international customers, via accepted credit and debit card networks.

3.2 Where, following payment, a Component cannot be confirmed, ShareTrip shall offer a reasonable alternative at no additional cost to the Customer. Should the Customer decline such alternative, ShareTrip shall refund the Package price, less any non-refundable visa fee already incurred.

3.3 ShareTrip shall issue a single consolidated confirmation covering the entire Package, in English (and in Bangla or Arabic on request). Suppliers may additionally issue their own separate communications, including fare rules and cancellation policies, which shall bind the Customer in respect of the relevant Component. ShareTrip shall make available to the Customer, prior to or at the time of booking confirmation, a summary of the key fare rules and cancellation terms applicable to the booked Components. The complete fare rules, conditions of carriage and cancellation policies of the relevant Suppliers shall remain controlling and may be provided directly by the Supplier or made available through ShareTrip's platform or customer support channels.

3.4 A "failed booking" arises where payment has been collected but one or more Components cannot be confirmed. As the visa application is submitted only after all Components are confirmed (Clause 2.3), a failed booking shall never affect an issued visa.

3.5 In the event of a failed booking, ShareTrip customer support shall contact the Customer by telephone, WhatsApp or email. Any alternative offered shall be of comparable category, meaning the same carrier type (low-cost or full-service) and the same hotel star rating (3-star or 4-star, as applicable to the Customer's booked package), at no additional cost to the Customer. The Customer shall accept or decline the alternative during that interaction. Where the alternative carries a higher price, no further payment shall be requested from the Customer.

3.6 Where the Customer declines the alternative, or where ShareTrip is unable to offer a comparable alternative, ShareTrip shall refund the Package price, less any non-refundable visa fee already incurred.

4.1 The visa fee is non-refundable under all circumstances.

4.2 The visa may not be modified after issuance. No amendment to name, dates or any other particular shall be possible.

4.3 The visa is ordinarily issued within minutes of submission and, per the Ministry, within seventy-two (72) hours at the latest.

4.4 Bookings are permitted only where the scheduled departure date is at least two (2) weeks after the date of booking. Any booking attempted within two (2) weeks of the scheduled departure date shall not be accepted, and ShareTrip reserves the right to reject, cancel or decline to process such booking. ShareTrip may implement technical controls on its website, application or payment systems to prevent such bookings from being completed. Where a visa application has not been approved, issued or otherwise decided by the relevant authorities by the scheduled departure date, ShareTrip shall not be responsible for such delay, and the application shall be treated as a visa rejection solely for the purposes of applying Clause 4.7.

4.5 The validity start date of the visa shall be aligned to the booked flight. Travel on flights or dates other than those booked within the Package may result in denial of entry, the risk of which the Customer bears.

4.6 The Customer acknowledges that the Umrah entry visa is valid for thirty (30) days from the date of issuance and that the visa is automatically cancelled by the Ministry if entry into the Kingdom of Saudi Arabia is not effected within that window. The post-arrival stay limit of ninety (90) days remains unchanged. ShareTrip aligns visa issuance with the booked travel date but shall not be liable for cancellation of the visa caused by the Customer's failure to travel on the booked date.

4.7 Where the visa application is rejected by the authorities, the Customer shall be notified by email, and refunds shall apply as follows: the visa fee shall not be refunded; the Processing Fee shall be refunded in accordance with these Conditions; flights and hotels shall be refunded in accordance with the fare rules and cancellation policies of the booked Suppliers; and the Umrah Operator service shall be refunded in accordance with the Operator's cancellation policy as set out in the booking confirmation. The Customer shall contact ShareTrip customer support to initiate such refund.

4.8 The Customer is solely responsible for ensuring that all information, documents and particulars provided to ShareTrip in connection with the Package and visa application are complete, accurate and valid. ShareTrip shall not be liable for any visa rejection, delay, cancellation, denial of boarding, denial of entry, loss or additional cost arising from inaccurate, incomplete or misleading information supplied by the Customer.

5.1 The Package and its Components are non-changeable. No modification to flights, hotels, the Umrah Operator service or the visa shall be offered following booking.

5.2 A Customer wishing to modify the trip may cancel the affected Components in accordance with Section 6 and effect a fresh booking, subject to the cancellation policies and fares then applicable.

5.3 Passenger name changes shall not be permitted after issuance of the flight ticket.

5.4 Any change effected by the Customer directly with a Supplier shall not be recognised by ShareTrip and shall be undertaken at the Customer's sole risk. Such change may invalidate the visa or other Components.

6.1 Cancellations shall be handled exclusively by ShareTrip customer support. Components may not be cancelled through the ShareTrip application or website.

6.2 Where the Customer cancels the flight or the hotel and does not book a replacement through ShareTrip, the Umrah visa shall be cancelled with the Ministry. The Customer shall be notified before such cancellation is executed.

6.3 Refunds for cancelled flights and hotels shall follow the fare rules and cancellation policies of the booked Suppliers, including any refundable fare option selected at the time of booking. ShareTrip shall add no fee on top of Supplier charges.

6.4 The Umrah Operator service shall be refundable in accordance with the Operator's cancellation policy as set out in the booking confirmation.

6.5 The visa fee is non-refundable under all circumstances.

6.6 Except where these Conditions expressly provide for a full refund of the Processing Fee, the Processing Fee shall be fifty per cent (50%) refundable.

6.7 Travel is deemed to have commenced twenty-four (24) hours before the scheduled departure time of the outbound flight. Once travel has commenced, no change and no cancellation shall be possible, and the Package shall become non-refundable and non-changeable.

6.8 ShareTrip shall include the deadline referred to in Clause 6.7 in the booking confirmation and other booking-related communications so that the Customer is aware of the applicable cancellation and refund cut-off.

6.9 ShareTrip may, but shall not be obliged to, send reminder notifications by email, SMS, WhatsApp or other communication channels prior to the deadline referred to in Clause 6.7. Failure to send, deliver or receive any such reminder shall not affect the validity or enforceability of Clause 6.7 or otherwise entitle the Customer to any refund, cancellation right or compensation.

6.10 Any refund payable under these Conditions shall become due only after ShareTrip has received the corresponding refund, credit or reimbursement from the relevant Supplier, airline, hotel, Umrah Operator or governmental authority. ShareTrip shall not be liable for any delay caused by such third parties or by any payment processor, bank or card issuer.

7.1 The Customer warrants that all information, documents, declarations, passport details, photographs and supporting materials provided to ShareTrip are true, accurate, complete and up to date. ShareTrip shall not be liable for any delay, rejection, refusal, cancellation, denial of boarding, denial of entry, loss, cost or damage arising from inaccurate, incomplete, expired or misleading information or documentation supplied by the Customer.

8.1 In a group or family booking, any one traveller may request to cancel their own place. The cancellation of the affected traveller's flight, hotel and visa shall be subject to, and refunded in accordance with, the cancellation policy applicable to each Component.

8.2 Where the visa of one or more group members is rejected, the affected members shall be refunded in accordance with the cancellation policy of each Component, and the remainder of the group shall be unaffected.

8.3 For multi-jurisdiction family bookings (for example, an NRB Customer travelling from North America or the United Kingdom and a family member travelling from Bangladesh on the same itinerary), ShareTrip shall use reasonable endeavours to align the bookings on a single confirmation. Each leg, however, remains independently subject to the Component-level cancellation policies of its Suppliers and the Operator.

9.1 ShareTrip acts as an intermediary and booking facilitator for flights, accommodation, ground services and related travel services. ShareTrip shall not be liable for any act, omission, negligence, insolvency, service failure, delay, cancellation, overbooking, misconduct or breach by any Supplier, Umrah Operator, airline, hotel, transport provider or governmental authority.

10.1 Where an airline reschedules or cancels a flight, the Customer shall pay no more than the original Package price, and any resulting cost, such as an additional hotel night or a hotel date change, shall be borne by ShareTrip.

10.2 Where an involuntary change shifts the scheduled departure of the outbound flight by more than twelve (12) hours from the originally scheduled departure, the travel dates shall be treated as no longer suitable, and the Customer shall receive a refund of the Package price, save for the visa fee, which is non-refundable in accordance with Section 4.

10.3 Where an involuntary change to the flight results in the Customer's visa or stay no longer being valid or lawful, ShareTrip shall liaise with the Ministry and the Umrah Operator to seek to avoid any penalty to the Customer. ShareTrip shall not, however, be held responsible or liable for any penalty, denial of entry, or other consequence arising from such circumstance.

11.1 The Package confirmation shall include the Umrah Operator's contact number for assistance while in the Kingdom of Saudi Arabia, together with ShareTrip's local Bangla-speaking support line.

11.2 ShareTrip customer support shall remain the primary point of contact for flight and hotel matters, available via call, WhatsApp and email across Bangladesh, North America and United Kingdom time zones.

11.3 Where available under the Package, multilingual on-ground assistance in Bangla and English shall be provided through the Umrah Operator, in accordance with the package specification published on the Nusuk Masar platform.

12.1 The Customer is solely responsible for determining their fitness to travel and perform Umrah. ShareTrip makes no representation regarding the physical, medical or health suitability of any Package. Customers should obtain appropriate medical advice, vaccinations and travel insurance prior to travel.

13.1 ShareTrip reserves the right, at any time and without liability, to refuse, suspend, cancel, or delay any booking, transaction, payment, refund, visa application, or Package where such action is necessary or desirable to comply with applicable anti-money laundering (AML), counter-terrorist financing (CTF), sanctions, know-your-customer (KYC), fraud prevention, export control, or other legal and regulatory requirements. The Customer shall promptly provide any information or documentation reasonably requested by ShareTrip for compliance purposes. Where a booking is cancelled or suspended for such reasons, ShareTrip may withhold processing until satisfactory compliance checks have been completed and may make refunds subject to applicable law and regulatory requirements.

14.1 The Customer shall first raise any complaint with ShareTrip's customer support (ask@sharetrip.net) within [30] days of the relevant event. ShareTrip shall respond within [14] business days. Where the complaint is not resolved to the Customer's satisfaction, the parties shall attempt to resolve the dispute through mediation before commencing court proceedings.

14.2 These Conditions, and any dispute or claim arising out of or in connection with them, their subject matter or formation, shall be governed by and construed in accordance with the laws of the People's Republic of Bangladesh, save in respect of matters arising under or in connection with the issuance, validity, cancellation or administration of the Umrah visa, which shall be governed by the laws of the Kingdom of Saudi Arabia and the regulations of the Ministry of Hajj and Umrah.

14.3 Subject to Clause 14.4, the Customer irrevocably agrees that the courts of Dhaka, Bangladesh, shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Conditions or the Package.

14.4 Any dispute or claim arising out of or in connection with the Umrah visa shall be subject to the exclusive jurisdiction of the courts of the Kingdom of Saudi Arabia, and the Customer irrevocably submits to that jurisdiction in respect of such matters.

14.5 Nothing in this Section 14 shall limit any right available to the Customer under mandatory consumer-protection laws applicable in their country of residence.

15.1 A "Force Majeure Event" means any event or circumstance beyond ShareTrip's reasonable control, including, without limitation, acts of God, war, terrorism, civil unrest, epidemic or pandemic, government or Ministry action, restriction or quota change, closure of or restricted access to the Two Holy Mosques or any holy site, suspension or change of visa issuance, airspace or border closure, Bangladesh Bank or other regulatory restriction on cross-border remittance, airline or hotel insolvency, strike, fire, flood, extreme weather, and any act, omission, failure, delay, suspension, insolvency or disruption affecting any Supplier, airline, hotel, Umrah Operator, Elm Company, Nusuk Masar platform or any governmental authority.

15.2 Where a Force Majeure Event prevents, hinders or delays the performance of any Component or of the Package as a whole, ShareTrip shall not be in breach of these Conditions and shall bear no liability whatsoever to the Customer, including no liability for any cost, loss, expense or consequential loss incurred by the Customer.

15.3 Upon the occurrence of a Force Majeure Event, ShareTrip shall have no obligation to provide any refund except to the extent that ShareTrip actually receives a refund, credit or recovery from the relevant Supplier, airline, hotel, Umrah Operator or governmental authority, in which case ShareTrip may pass through such refund or credit after deduction of any non-refundable fees, charges, costs and the Processing Fee.

15.4 Notwithstanding Clause 15.3, ShareTrip may, at its sole and absolute discretion, elect to offer a partial or full refund, a credit usable on a future booking, or an alternative arrangement. Any such offer shall be made entirely at ShareTrip's will, on a case-by-case basis, and shall not constitute a waiver of this Section, create any precedent, or confer any entitlement on the Customer or any other customer.

15.5 This Section shall prevail over any other provision of these Conditions, including any clause providing for a refund, to the extent of any conflict. Nothing in this Section shall require ShareTrip to provide any refund except where such refund is required by applicable mandatory law.

16.1 Nothing in these Conditions shall exclude or limit liability for fraud, fraudulent misrepresentation, death or personal injury caused by ShareTrip's negligence, or any liability that cannot lawfully be excluded or limited under applicable law.

16.2 Airlines, hotels, Umrah Operators and other Suppliers are independent third parties. ShareTrip acts solely as the organiser and intermediary of the Package and, except to the extent expressly required by applicable law, shall not be liable for the acts, omissions, defaults, insolvency, service failures, delays, cancellations, rescheduling, overbooking or operational decisions of any Supplier.

16.3 Subject to Clauses 16.1 and 16.2, and to the maximum extent permitted by applicable law, ShareTrip's total aggregate liability arising out of or in connection with the Package and these Conditions shall not exceed the total Package price paid by the Customer in respect of the relevant booking.

16.4 ShareTrip shall in no event be liable for any indirect, consequential, special, exemplary or punitive loss or damage, including (but not limited to) loss of profit, loss of business opportunity, loss of religious or spiritual benefit, or loss of enjoyment.

19.1 The Customer's personal data is collected, used, stored, processed and transferred by ShareTrip in accordance with applicable laws and regulatory requirements, including the Bangladesh Bank framework governing payment-systems data (under which ShareTrip's digital wallet STPay is regulated) and, where applicable, the laws and regulations of the Kingdom of Saudi Arabia relating to the Umrah visa, Nusuk Masar platform and related services, and, where applicable, the Personal Data Protection Act of Bangladesh or any successor legislation as may be enacted.

19.2 By submitting payment for the Package, the Customer expressly consents to ShareTrip collecting, processing, storing, transferring and disclosing the Customer's personal data, travel data and supporting documentation to the Saudi Ministry of Hajj and Umrah, Nusuk Masar (Elm Company), the Umrah Operator, airlines, hotels, payment service providers, government authorities, regulators and other third parties involved in providing the Package, including transfers to jurisdictions outside the Customer's country of residence, to the extent reasonably necessary for booking, ticketing, visa processing, payment processing, regulatory compliance and delivery of the Package.

19.3 ShareTrip shall take reasonable measures to protect personal data under its control. However, once personal data has been lawfully disclosed to any government authority, Supplier, Umrah Operator, payment service provider or other third party necessary for the provision of the Package, ShareTrip shall not be responsible for the acts, omissions, systems, security practices or data-processing activities of such third party.

19.4 For Customers resident in the European Union, the United Kingdom, the United States, Canada or any other jurisdiction with applicable cross-border data-protection requirements, ShareTrip shall handle personal data in a manner reasonably intended to comply with the principles of such applicable requirements, to the extent reasonably practicable and consistent with the provision of the Package.

20.1 These Conditions form a binding agreement between ShareTrip and the Customer upon the Customer's submission of payment for the Package. The Customer should retain a copy for their records.

21.1 If any provision of these Conditions is found invalid or unenforceable, the remaining provisions shall remain in full force and effect.

22.1 These Conditions constitute the entire agreement between ShareTrip and the Customer regarding the Package and supersede all prior representations or communications.