Agency Agreement

1. Parties and acceptance

This agreement is between [COMPANY LEGAL NAME], [REGISTERED ADDRESS] (“Umrachi”) and the travel agency whose application Umrachi approves (“the Agency”). The Agency accepts it when it applies and each time its staff use the Umrachi back office. The Terms of Service and Privacy Policy also apply.

2. Eligibility and verification

The Agency must hold a valid licence to sell Umrah travel in its country. It applies through the application form and uploads its licence documents; Umrachi checks them before any package is published. The office and applicant phone numbers must be local numbers in a market Umrachi serves.

The Agency keeps its licence valid and tells Umrachi promptly of any change to it, its ownership or its contact details. Umrachi sets the Agency’s validity date from the licence expiry; departures cannot be scheduled beyond it.

3. Accounts and staff

The Agency’s owner controls who has access and what each staff role may do. The Agency is responsible for everything done under its accounts, must keep credentials private and should turn on two-factor sign-in.

4. Packages and listings

Listings must be accurate, complete and lawful: prices in US dollars, dates, seats, hotels and their distance from the Haram, transport, meals, what is included and excluded, and the cancellation and refund terms, stated clearly in the package description.

Umrachi reviews each package before it is published, and changes to a published package may need review again. Umrachi may decline or remove a listing that is inaccurate or breaks this agreement. The Agency confirms it has the rights to the photos and text it uploads and allows Umrachi to display them.

5. Reservations and seat holds

A reservation holds the seats for the hold period, 72 hours by default. The Agency contacts the customer promptly to arrange payment, honours every booking made through Umrachi at the price shown, and does not ask customers to rebook or pay outside Umrachi.

6. Collecting cash

Customers pay the full price in cash at the Agency’s office; a booking is confirmed only once the full price is recorded. For every payment the Agency must:

• record it in Umrachi promptly, on the day it is received, in US dollars and for the amount actually received;
• give the customer its own paper receipt;
• never record money it has not received.

7. Correcting a payment entry

A mistyped cash entry may be voided by Agency staff with payment permission within 7 days, with a written reason. After 7 days, only Umrachi can void it. Every void is logged with who made it and why, and the booking is recalculated.

8. Cancellations and refunds

The Agency honours its stated cancellation terms and the law. Refunds are requested through Umrachi and approved by Umrachi. Once a cash refund is approved, the Agency hands the money back to the customer promptly and confirms it in Umrachi; the customer is told only after that confirmation.

If a refund is not confirmed within 3 days of approval, Umrachi follows up and may step in, including confirming the refund on the Agency’s behalf once it has evidence that the customer was paid. If the Agency cancels a departure, it refunds all money paid for services not provided.

9. Travel services

The Agency is the customer’s contracting party and is solely responsible for the travel services: transport, hotels, meals, visas and Nusuk or Masar arrangements, insurance where required, and compliance with Iraqi and Saudi rules. Umrachi is not a party to the contract between the Agency and the customer.

10. Platform booking fee

The Agency owes Umrachi a fee per traveller on every confirmed booking whose trip departs — a booking still confirmed, fully paid or completed on the departure date, on a departure that was not cancelled. The fee is the Agency’s rate in force when the booking was confirmed (or, if none applied then, the rate in force at departure), as shown in the back office or agreed with Umrachi in writing. It is never added to the customer’s price.

Fees are billed on one monthly statement, issued early in the following month and due within 15 days. They are paid offline — in cash at Umrachi’s office or by bank transfer — or set off against money Umrachi owes the Agency. Charges on a booking under an open dispute are held back until it is resolved. Late statements receive reminders; persistent non-payment is a breach of this agreement.

11. Subscription plans

Every Agency starts on the free Basic plan. Paid plans are arranged with Umrachi for a fixed term and paid offline, on the terms agreed for that plan. Nothing is charged automatically.

12. Customer data

For data the Agency receives about its customers and travellers, the Agency is an independent controller and must comply with applicable data-protection law. Umrachi is the controller of data on the platform, as described in the Privacy Policy. [Roles to be confirmed in legal review.] The Agency must:

• use customer data only to deliver the booked trip and meet legal duties such as visa applications — not for marketing without the customer’s consent;
• limit access to passport details to the staff who need them, and not download or copy more than the trip requires;
• delete or return the data when it is no longer needed;
• tell Umrachi within 72 hours of any suspected data breach.

13. Reviews and disputes

The Agency takes part in disputes in good faith, answers on the dispute thread promptly and carries out any refund decided on the platform, without prejudice to its legal rights. It may reply to reviews courteously, must not post or buy fake reviews and must not pressure customers over theirs.

14. Suspension and revocation

Umrachi may suspend or revoke the Agency’s verification — hiding its packages and blocking new departures — if its licence lapses, it gives false information, it fails to record or misrecords payments, leaves fees unpaid, harms customers or otherwise breaches this agreement. The Agency may correct the issue and resubmit. Confirmed bookings must still be honoured or refunded.

15. Liability

The Agency indemnifies Umrachi against claims arising from its travel services, its listings, its handling of customer money and its handling of customer data. Umrachi provides the platform as it is and does not guarantee any volume of bookings. As far as the law allows, Umrachi’s total liability to the Agency is limited to the fees the Agency paid in the previous 12 months.

16. Term, ending and changes

This agreement continues until either party ends it with 30 days’ written notice. Fees owed and obligations to existing bookings survive its end. Umrachi may change this agreement and gives 30 days’ notice of material changes; continuing to use Umrachi after that means acceptance.

17. Law and notices

This agreement is governed by the laws of the Republic of Iraq. Disputes go to the competent courts of [Erbil / Baghdad — to be confirmed]. Notices are sent to the email address on the Agency’s account and to support@umrachi.com.