These Terms & Conditions govern the use of Pilgrym (“the Platform”). By accessing or using Pilgrym, you agree to be bound by these Terms. If you do not agree, you must not use the platform.

Platform Role

Pilgrym operates as an online marketplace that connects customers with verified Umrah travel agencies. Pilgrym does not operate as a travel agency and does not provide Umrah services directly. All Umrah packages listed on the platform are offered and fulfilled by independent third-party agencies.

Agency Registration and Verification

Travel agencies must register and undergo a verification process before listing packages on Pilgrym. While Pilgrym takes reasonable steps to verify agencies, it does not guarantee service quality, pricing accuracy, or performance. Agencies are solely responsible for the accuracy of their listings and the delivery of all services.

Bookings and Payments

Customers may purchase Umrah packages through Pilgrym. Payments are collected by Pilgrym on behalf of the agency. Funds are held temporarily and released to the agency on a scheduled basis, typically every two weeks, to ensure that customer bookings are properly processed and travel arrangements are confirmed.

Agency Responsibilities

Agencies are fully responsible for visa processing, flights, accommodation, transportation, religious services, customer support, refunds, cancellations, and compliance with all applicable laws and regulations. Pilgrym is not responsible for the execution of travel services or outcomes of the Umrah journey.

Customer Responsibilities

Customers are responsible for providing accurate information, reviewing package details carefully, complying with travel requirements, and communicating directly with the assigned agency after booking. Pilgrym is not responsible for issues arising from incorrect information provided by customers.

Cancellations and Refunds

Refund and cancellation policies are determined by the respective travel agency and must be clearly disclosed in the package listing. Pilgrym facilitates payment handling but does not guarantee refunds unless explicitly stated. Any disputes regarding cancellations or refunds must be resolved between the customer and the agency.

Limitation of Liability

Pilgrym is not liable for delays, cancellations, visa rejections, service failures, financial losses, or disruptions caused by agencies, airlines, governments, or external factors. Pilgrym’s liability, if any, is limited strictly to the operation of the platform itself.

Intellectual Property

All content, branding, software, and platform functionality are the property of Pilgrym. Users may not copy, modify, distribute, or reproduce any part of the platform without prior written permission.

Suspension and Termination

Pilgrym reserves the right to suspend or terminate user or agency access if there is evidence of fraud, misuse, violation of these Terms, or legal non-compliance.

Governing Law

These Terms shall be governed and interpreted in accordance with the laws of Sri Lanka

Contact Information

For questions related to these Terms, please contact contact@bookwithpilgrym.com
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