Operator Cancellation & Compliance Policy

Version 1.0

Effective Date: 28.02.2026

1. Purpose

This Policy establishes the rules governing tour cancellations, operational compliance, reliability standards, and consequences for violations by Tour Operators using the Ihram App platform.

This Policy forms an integral part of the Partner Agreement.

2. Operator Responsibility

By listing tours on the Platform, the Operator confirms:

  • All tour information is accurate and up to date
  • Inventory availability is verified
  • Pricing is correct and final
  • Required licenses and approvals are valid
  • Compliance with KSA regulations for Umrah and Hajj

The Operator bears full responsibility for the execution of confirmed tours.

3. Confirmation Obligations (SLA)

The Operator must confirm or reject bookings within the defined Service Level Agreement (SLA), not exceeding 24 hours unless otherwise specified.

Failure to confirm within SLA may result in:

  • Automatic cancellation
  • Trust Level downgrade
  • Search ranking reduction
  • Temporary booking restrictions

4. Cancellation Rules

4.1 Prohibited Cancellations

Cancellation of a confirmed booking without valid force majeure is considered a material breach.

4.2 Valid Cancellation Grounds

Valid reasons may include:

  • Government restrictions
  • Visa denial beyond Operator control
  • Force majeure events
  • Airline-wide disruptions

Operator overbooking, pricing mistakes, or external channel sales are not valid grounds.

5. Late Modifications

Changing departure dates, hotels, or essential components shortly before tour start without customer consent may be treated as a cancellation.

Such behavior may result in penalties.

6. Consequences of Violations

Violations may result in one or more of the following:

  • Financial penalties
  • Escrow deductions
  • Trust Level downgrade
  • Temporary suspension
  • Permanent removal from Platform

7. Disappearance or Non-Communication

If the Operator fails to respond to urgent communication during active travel periods, the Platform may:

  • Freeze escrow funds
  • Contact emergency contacts
  • Initiate refund procedures
  • Downgrade Trust Level
  • Block account access

8. Reputation & Safety Protection

The Platform prioritizes pilgrim safety and public trust.

If Operator actions create serious reputational risk, the Platform reserves the right to immediately suspend the Operator pending investigation.

9. Compliance Audits

The Platform may conduct compliance reviews, including:

  • License verification
  • Complaint investigation
  • Operational reliability analysis
  • Trust Level reassessment

Failure to cooperate may result in suspension.

10. Trust Level Impact

Repeated violations may lower the Operator’s Trust Level from A to D.

Trust Level influences:

  • Search visibility
  • Escrow privileges
  • Settlement timing
  • Eligibility for promotional placement

11. Force Majeure

Force majeure events include circumstances beyond reasonable control.

Operator must provide evidence to qualify for force majeure protection.

12. Amendments

The Platform may update this Policy at any time. Continued use constitutes acceptance of updated terms.

13. Final Provisions

If any provision is invalid, the remaining provisions remain in force.

This Policy forms part of the binding agreement between the Platform and the Operator.