GSM Travel & Tours — Booking Terms and Conditions

1. Your agreement with GSM

“GSM”, “we” and “us” mean the legal entity identified in your booking schedule, trading as GSM Travel & Tours. “You” means the customer making the booking and, where applicable, the travellers they are authorised to represent. The schedule identifies our role as agent, organiser or direct service provider for each component. We remain responsible for our own services and any duties imposed by law.

The contract comprises these terms, the completed booking schedule, the confirmed itinerary and the relevant supplier conditions disclosed before acceptance. Booking-specific terms prevail over general wording only where lawful and expressly agreed. Mandatory legal rights always prevail. Later changes require agreement or a lawful contractual basis; revised website terms do not retrospectively change your booking.

We provide these documents before asking you to accept or pay. Your signature, express electronic acceptance or payment after receiving the documents confirms acceptance. The lead customer confirms authority to book for the listed travellers and must share the documents with them. A corporate signatory must have authority to instruct GSM on behalf of the organisation.

2. Quotes and confirmation

Quotes remain valid until the stated expiry and are subject to availability until confirmed. Payment alone does not confirm a flight, room, visa or tour. A travel component is confirmed when GSM issues written confirmation identifying it as confirmed; flight ticketing is evidenced by an issued ticket. Pending and requested services will be identified separately.

Your schedule must state the currency, total price, inclusions, exclusions, compulsory charges known at booking, payment dates and any time-sensitive supplier deadline. Optional extras are charged only with your agreement. If a requested service cannot be confirmed, we will offer alternatives for approval or return the amount attributable to that unconfirmed service, less only any separately authorised service already performed and lawfully chargeable.

3. Payments and price changes

Pay the deposit and balance by the dates in the schedule, using GSM’s verified payment details. Obtain an official receipt and verify changed bank instructions through a known GSM contact. If payment is late, we will notify you and allow a reasonable opportunity to resolve it where supplier deadlines permit. A supplier may release unpaid space; disclosed, lawful cancellation costs may then apply.

Prices already fixed and paid to a supplier will not be increased at GSM’s discretion. Any exchange-rate exposure, tax adjustment or supplier increase affecting an unpaid component must be expressly identified in the schedule, including the calculation basis. We will explain and evidence any proposed increase before committing you. If you decline, we will explain the available cancellation or alternative options and applicable lawful costs. Booking mistakes made by GSM will be addressed at GSM’s responsibility as required by law.

4. Passenger details and travel documents

Provide accurate passport names, dates of birth, nationality, contact details and all information reasonably needed for the booking. Check confirmations promptly and report discrepancies immediately. Corrections may involve supplier charges, but GSM will not charge you for correcting its own error where GSM is responsible. Each traveller must hold the passport validity, visas, transit permissions and other documents required for their itinerary; requirements vary by destination and nationality.

5. Visas and entry decisions

Visa assistance is included only where stated. GSM will identify the scope, application charges, service fees and documents required. GSM does not guarantee visa approval, processing time, immigration clearance or entry; those decisions rest with the relevant authorities. A visa refusal or delay does not automatically cancel or refund other travel services. Unless a visa-contingent booking is expressly agreed, cancellation rules for each component apply, subject to law and GSM’s responsibility for any failure in its own service.

You must provide genuine documents, attend required appointments and comply with lawful entry and stay conditions. Tell GSM about relevant prior refusals or restrictions when needed for the service. Do not assume a visit or Umrah visa permits work, residence or Hajj. GSM will not knowingly assist an unlawful application or travel arrangement.

6. Changes or cancellation requested by you

Send requests through the official email or WhatsApp contact in your schedule and quote your booking reference. GSM will acknowledge the request and confirm the effective date, supplier response and charges in writing. Notify us urgently if you do not receive acknowledgement, especially near a deadline. Processing delays caused by GSM will not be treated as your delay.

Date, destination, passenger-name, room or routing changes depend on availability and supplier approval. An amendment may require a new booking, fare difference and supplier fee. Before proceeding, GSM will provide the known costs and obtain your approval. A transfer to another traveller is permitted only if the supplier allows it.

For a voluntary cancellation, the refundable amount is the payment received for the cancelled services less disclosed, lawful supplier cancellation charges and any disclosed GSM fee properly payable for work performed or reasonable cancellation costs. No amount will be deducted twice. Any non-refundable deposit or fee must be identified before acceptance and remain lawful. GSM will seek available recoveries, credits and refundable taxes, and provide an itemised calculation on request.

7. No shows and unused services

Missing check-in, a departure, transfer or tour may be treated as a no show under the disclosed supplier conditions. Missing one flight can affect later flights on the same ticket. Contact GSM and the supplier immediately if a service may be missed. Voluntarily unused services may be non-refundable under those conditions. This does not remove rights where a service was not provided as agreed or a refund is otherwise required by law.

8. Changes or cancellation by GSM or a supplier

We will promptly notify you of a known change and explain the available choices. Routine operational adjustments must not materially reduce what was promised. If a material change affects dates, routing, accommodation standard, location or a core inclusion, we will explain its effect and seek your agreement to a suitable alternative. An “equivalent” hotel must be assessed against the booked location, room type, facilities and relevant accessibility needs, as well as its rating.

If GSM cancels a service it undertook to provide, or a material agreed service cannot be delivered, we will provide the remedies required by law and the contract. Where applicable, these include a suitable replacement or refund for the affected service and any further remedy legally due. Supplier conditions do not excuse GSM from its own obligations. An upgrade or additional charge requires your agreement; accepting a lower-value replacement does not waive any entitlement to a price adjustment.

9. Refund handling

We will confirm the refund basis, deductions, amount and expected timing in writing, and keep you informed of material delays. Supplier-dependent recoveries will be pursued promptly. GSM will not make its own refund obligations conditional on first receiving money from a supplier where law requires GSM to refund you. Refunds will be paid within the legally required period or, where none is specified, a reasonable time. A credit will not replace a cash refund without your agreement where cash is due. Refunds normally return to the original payer and payment method, subject to lawful verification.

10. Flights baggage and connections

Airline conditions govern carriage, fare flexibility, check-in, baggage and onboard services, subject to applicable law. Your itinerary or ticket will identify the baggage allowance and any included meals or seats. Extra baggage, special equipment, seat selection and other optional services cost extra unless included. Arrive by the airline’s stated deadline and monitor schedule notifications.

Tell us if arrival by a particular time is essential. We will identify separate-ticket connections arranged by GSM and explain material connection risks before booking. Separate tickets may not carry through-connection protection or checked-through baggage. GSM remains responsible for reasonable care in the arrangements and advice it provides.

11. Hotels rooms and transfers

The schedule must identify the hotel, room category, occupancy, bed basis, meal plan, check-in and check-out dates, and included transfers. Hotel ratings follow local or supplier classifications and do not by themselves promise identical standards across countries. Early check-in, late check-out, adjoining rooms, preferred floors and particular bed configurations are requests unless expressly confirmed.

Sharing, quad, triple and double refer to the stated number of occupants, not necessarily an equal number of standard beds. Any extra bed, sofa bed, shared room arrangement or child-without-bed basis must be disclosed before booking. If unrelated travellers will share, that arrangement must be agreed in advance. A later occupancy-related price change requires your agreement; GSM will explain alternatives if another traveller cancels.

Distances and walking times are approximate and must identify the relevant destination or entrance. Room nights follow the hotel’s booking dates, which may differ from the advertised total trip days. Personal expenses, damage deposits, minibar, laundry, porterage and local charges are excluded unless expressly included. The schedule will identify private or shared transfers, pickup details, vehicle basis and luggage limitations.

12. Customised packages and optional experiences

You may request hotel upgrades, additional nights, private vehicles, ziyaraat, excursions, airline changes and other tailored services. GSM will issue a revised written quotation showing the scope, price, availability and cancellation terms. A request becomes part of your booking only after acceptance and written confirmation. Optional items are not included merely because they appear in promotional examples or are discussed with staff.

13. Additional terms for Umrah travel

The confirmed schedule will state Makkah and Madinah hotel nights, room occupancy, meals, airport and intercity transfers, and the scope of any visa assistance, ziyaraat or guide service. A group leader, religious guide, wheelchair assistant or private transport is included only if expressly confirmed. Religious guidance, where included, does not guarantee access to a particular site or appointment.

Travellers must comply with the permits, health measures and official access rules applicable to their travel dates. Access to the Haram, Rawdah, ziyaraat sites and particular time slots remains subject to official controls and availability; GSM cannot guarantee admission or a specific appointment. We will explain known restrictions relevant to your booking. If an advertised inclusion becomes unavailable, the change and refund provisions in these terms apply. Umrah arrangements do not include Hajj services or authorisation unless separately and lawfully contracted.

14. Health insurance and special assistance

We strongly recommend suitable travel insurance covering the itinerary, medical care, cancellation, disruption and relevant activities. Insurance is included or arranged by GSM only if confirmed in writing. Check exclusions and coverage dates; travel insurance and any visa-linked medical cover may differ. Insurance does not replace GSM’s legal obligations.

Tell us before booking about assistance, mobility, dietary or accessibility requirements that affect the services requested. We will seek supplier confirmation and explain any limitation; a request is not a guarantee until confirmed. Obtain appropriate medical advice and carry required medication and documents. Minors must travel with the required parental authority and supervision. Any essential companion or special assistance arrangement must be recorded in the schedule.

15. Major disruptions outside reasonable control

Severe weather, natural disasters, war, airspace closures, public-health measures, government restrictions and similar events may disrupt travel. We will notify you of known effects, take reasonable steps to reduce disruption, and explain available rebooking, cancellation and refund options. This clause does not automatically make all payments non-refundable or excuse avoidable failures by GSM.

Unused amounts held by GSM and recoveries from suppliers will be accounted for. Any retention must be justified by disclosed lawful charges or costs and applicable law. We will seek your approval before arranging additional paid services wherever practicable. Any urgent expenditure authority must be agreed in the schedule. You retain all remedies provided by mandatory law.

16. Our responsibilities and supplier services

GSM will exercise reasonable care and skill in the services it provides, describe arrangements accurately, disclose material booking restrictions known to it and communicate relevant changes promptly. When acting as agent, GSM arranges services supplied by the identified airline, hotel or other provider; the supplier is responsible for performing its service, subject to applicable law. When GSM undertakes to organise or directly provide a service, its obligations reflect that role.

Supplier delays, failures, insolvency or acts outside GSM’s control may affect your arrangements. GSM will provide reasonable assistance with available remedies, but does not promise to insure every supplier risk. Nothing in these terms excludes or limits liability for GSM’s own negligence, misleading conduct, breach of contract or other liability to the extent it cannot lawfully be excluded. No blanket waiver of injury, loss or consumer rights is required.

17. Traveller conduct and safety

Follow lawful instructions from carriers, accommodation providers, guides and authorities; respect local laws, customs and other travellers. A supplier may refuse or end a service for serious unsafe or unlawful behaviour under its disclosed conditions. Where reasonably possible, concerns and an opportunity to resolve them will be communicated first. Affected charges or refunds will be assessed under the contract and law; forfeiture is not automatic. You may be responsible for loss or damage you cause where legally liable.

18. Privacy and communications

GSM uses the personal information reasonably needed to quote, book, administer and support your travel. Relevant information may be shared with airlines, hotels, transport providers, visa authorities, insurers where instructed, and necessary booking providers, including overseas recipients. GSM will handle information under applicable privacy law and provide its privacy notice and contact details before collection. Sensitive information will be collected or shared only with any consent or other legal basis required.

Provide information for other travellers only with appropriate authority. Keep your email and phone details current and check official booking messages. GSM will not use traveller photographs, testimonials or personal details for publicity without separate permission. Optional marketing consent is separate from booking acceptance.

19. Problems complaints and dispute resolution

Report problems promptly to GSM and, where appropriate, the local supplier so there is a reasonable opportunity to help. Keep receipts and relevant evidence. If immediate safety is at risk, contact local emergency services first. Late reporting does not automatically remove a legal right, although it may affect the practical ability to investigate or reduce a loss.

Send complaints to the contact in your schedule with your reference, a brief account and the remedy requested. GSM will acknowledge promptly, investigate fairly and provide an outcome or progress update within a reasonable period. You may approach a competent consumer authority, tribunal or court; internal complaint handling does not prevent this or suspend statutory time limits.

20. Applicable law and continuing rights

The booking schedule identifies the contracting GSM entity and the proposed governing law connected with that entity and transaction. That choice does not displace mandatory consumer protections or prevent you using a forum available by law. Where the Australian Consumer Law or relevant Pakistani consumer legislation applies, its non-excludable rights remain effective. If a provision is unlawful or unenforceable, it is ineffective to that extent and the remaining provisions continue where legally possible.