for the conclusion of a contract for services relating to the organisation and conduct of the Umrah pilgrimage
Tashkent, revision of 15 September 2026
1.1. This document is the official public offer (the "Offer") of Foreign Enterprise Limited Liability Company CENTRUM HOLIDAYS (FE LLC CENTRUM HOLIDAYS, the "Company") to enter into a contract for services relating to the organisation and conduct of the Umrah pilgrimage on the terms set out below.
1.2. The Company organises Umrah journeys under license UT No. 0023 of 2 July 2026, issued by the Committee on Religious Affairs under the Cabinet of Ministers of the Republic of Uzbekistan, which confers the right to organise Umrah journeys. Information about the license and its electronic image, including the unique QR code (matrix barcode) contained in the license, are publicly available on the Company's official website at https://centrum-holidays.com/.
1.3. Activities relating to the organisation and conduct of Umrah are carried out solely at the addresses stated in the license. Those addresses are listed in section 16 of the Offer.
1.4. The Offer is governed by the Civil Code of the Republic of Uzbekistan, the Law of the Republic of Uzbekistan "On Tourism" No. ZRU-549 of 18 July 2019, the Law "On Licensing, Permitting and Notification Procedures", Resolution of the Cabinet of Ministers of the Republic of Uzbekistan No. 668 of 12 October 2024 on measures to organise and improve the conduct of Umrah (the minor pilgrimage), the Law "On Protection of Consumer Rights" No. 221-I of 26 April 1996, the Law "On Electronic Commerce" No. ZRU-792 of 29 September 2022, the Law "On Electronic Document Management" No. 611-II of 29 April 2004, the Law "On Personal Data" No. ZRU-547 of 2 July 2019, and the requirements of the competent authorities of the Kingdom of Saudi Arabia.
1.5. The Offer is published on the website https://centrum-holidays.com, on its subdomains and in the Company's mobile application (together, the "Platform"), in the Umrah section.
1.6. The Company provides services relating to the organisation and conduct of the Umrah pilgrimage directly, without engaging tour operators or travel agents as intermediaries. The contract is concluded directly between the Client and the Company.
1.7. The Offer is accepted when the Client places an Order on the Platform and makes payment in the manner set out in section 6 of the Offer. Acceptance constitutes the Client's full and unconditional agreement to the terms of the Offer in accordance with Article 370 of the Civil Code of the Republic of Uzbekistan. From the moment of acceptance, the contract is deemed concluded in the form of an electronic document, which has the same legal effect as a contract concluded in writing (Law of the Republic of Uzbekistan "On Electronic Document Management" No. 611-II of 29 April 2004).
1.8. The Offer is drawn up in the state (Uzbek) language and is additionally issued in Russian and other languages.
1.9. The Company may amend the Offer by publishing a new revision on the Platform. Each Order is governed by the revision in force at the time of acceptance. Amendments do not apply to Orders for which payment was made before the new revision took effect.
2.1. Platform means the website https://centrum-holidays.com, its subdomains and the Company's mobile application.
2.2. Umrah means the minor pilgrimage to the Muslim holy sites in the Kingdom of Saudi Arabia, performed on an Umrah visa.
2.3. Pilgrimage tour means the set of services provided by the Company for the performance of the Umrah pilgrimage, comprising air carriage, accommodation in Makkah and Madinah, transfers, the accompaniment of a group leader, assistance with obtaining the Umrah visa, medical insurance and the other services stated on the page of the relevant tour.
2.4. Pilgrim (client) means the individual for whose benefit the pilgrimage tour is purchased. The Client may place Orders both for himself or herself and for third parties. The term "Pilgrim" also covers third parties for whose benefit the contract is concluded.
2.5. Group leader means a specialist with religious knowledge and skills appointed to lead a group of pilgrims under a contract concluded with the Muslim Board of Uzbekistan.
2.6. Partner organisation means an organisation registered in the Kingdom of Saudi Arabia that provides reception and servicing of pilgrims under a contract with the Company.
2.7. Supplier means the partner organisation, a carrier, an accommodation provider, an insurance company or any other person that directly provides a service included in the pilgrimage tour.
2.8. Umrah visa means the visa of the Kingdom of Saudi Arabia issued for the performance of the Umrah pilgrimage.
2.9. Order means a request placed by the Client on the Platform to purchase a pilgrimage tour, specifying its contents, dates, price and the details of the pilgrims.
2.10. Pilgrim information sheet means the Company's information document sent to the Client together with the travel documents.
3.1. The Company undertakes to organise and ensure the provision to the pilgrims of the set of services included in the purchased pilgrimage tour, and the Client undertakes to pay for it in the manner and within the time limits set out in the Offer.
3.2. The contents of the pilgrimage tour, including the route and dates, the accommodation in Makkah and Madinah and its category, the meal arrangements, the terms of carriage, transfers, the accompaniment of a group leader, assistance with obtaining the Umrah visa and medical insurance, are shown on the page of the relevant tour and recorded in the Order.
3.3. The Company ensures that the services are provided either by itself or through Suppliers, including the partner organisation in the Kingdom of Saudi Arabia.
3.4. Air carriage is performed by the airline named in the supporting documents. The contract of carriage is concluded between the passenger and the carrier when the ticket is issued. Air tickets for both directions are issued before the group departs.
3.5. The Company provides the pilgrims with the accompaniment of a specialist appointed under a contract with the Muslim Board of Uzbekistan who holds the necessary religious knowledge and skills. No more than 50 pilgrims are assigned to each such specialist. The specialist leads the Umrah religious rites within the scope of his functions.
4.1. Services relating to the organisation and conduct of the Umrah pilgrimage are not provided to minors. An Order may be placed only for the benefit of persons aged 18 or over.
4.2. The journey is made solely on a visa of the Kingdom of Saudi Arabia.
4.3. The Company ensures that, before the group departs, the pilgrims hold confirmed accommodation reservations and issued air tickets for both directions.
4.4. Pilgrims must follow the tour programme and comply with the instructions of the group leader, with the laws of the Kingdom of Saudi Arabia, with the rules applicable at the pilgrimage sites, with the requirements as to appearance and conduct, and with the entry and exit dates set by the Umrah visa.
4.5. Vaccination requirements, deadlines for submitting visa documents and other requirements of the competent authorities of the Kingdom of Saudi Arabia are published on the page of the relevant tour and form part of the contract. The Client must ensure that they are complied with.
4.6. Where the laws of the Republic of Uzbekistan or the requirements of the competent authorities call for the pilgrim to obtain approvals or permits in order to perform the pilgrimage, the Company informs the Client of this on the tour page and assists in obtaining them.
4.7. A pilgrim's unauthorised separation from the group, failure to follow the group leader's instructions, and breach of the laws and rules of stay of the Kingdom of Saudi Arabia give rise to the consequences set out in section 10 of the Offer. Any costs arising from such conduct are borne by the Client.
4.8. The duration and content of the religious rites, the arrangements for visiting the holy sites and access to particular locations are determined by the competent authorities of the Kingdom of Saudi Arabia and are outside the Company's control.
5.1. Before payment is made, the Company provides the Client with the following information on the Platform:
5.2. On the Client's request, the Company provides information on the specifics of entry into, exit from and stay in the country of temporary stay, as well as the addresses and contact telephone numbers of the diplomatic and consular missions of the Republic of Uzbekistan in the relevant country of temporary stay.
5.3. Information on the Company's license and other permits is published on the Platform in the manner set out in clause 1.2 of the Offer.
6.1. Prices are set in Uzbek soum. For the Client's convenience, the Platform may also show an indicative equivalent in foreign currency. The price expressed in soum is the price binding on the parties.
6.2. The total price of the Order, including all mandatory charges, is shown to the Client before payment.
6.3. Reservation of a place. A place in the group is reserved when the Client pays at least 30% of the price of the pilgrimage tour through the Platform. From the moment that payment is received, the contract is deemed concluded and the place in the group is secured for the pilgrim.
6.4. Payment of the balance. The Client must pay the remaining balance no later than 10 (ten) calendar days before the date of departure. The Client may pay the balance through the Platform or at the Company's office at the addresses listed in section 16 of the Offer.
6.5. If fewer than 10 (ten) calendar days remain before the date of departure, the price of the pilgrimage tour is payable in full at the time the Order is placed.
6.6. If the balance is not paid within the period set out in clause 6.4, the Company may cancel the reservation. In that case, cancellation charges are applied in accordance with section 9 of the Offer, based on the date of cancellation.
6.7. Once payment has been made in full, the price of the pilgrimage tour is final and not subject to change. Additional services ordered by the Client after the pilgrimage tour has been paid for in full are charged separately.
6.8. Payment is made by the methods available on the Platform: UZCARD, HUMO, Visa and Mastercard bank cards, partner payment services, and also at the Company's office. The payment obligation is discharged once the payment system confirms the payment and the funds are credited to the Company's account.
6.9. Bank card details are entered on the secure page of the acquiring bank or payment organisation. The Company does not receive, process or store the full card number, its expiry date or the CVV or CVC code. Payments are processed by organisations that comply with the Payment Card Industry Data Security Standard (PCI DSS), and each transaction is confirmed by the cardholder using 3-D Secure technology.
6.10. In order to prevent fraudulent transactions, the Company may ask the Client to confirm his or her identity or the lawfulness of the use of the payment instrument, and may suspend processing of the Order until the check is completed. If confirmation is not provided within a reasonable time, the Order is cancelled and the amounts paid are refunded to the payment instrument used.
6.11. Funds paid through the Platform are refunded to the payment instrument used for payment. Amounts paid at the Company's office are refunded in the same form in which payment was made, unless the parties agree otherwise.
6.12. The Client undertakes to pay for services using his or her own payment instrument, or a payment instrument that the holder has authorised, and not to disclose to third parties one-time codes from SMS and push notifications, the PIN or the CVV or CVC code. Neither the Company nor the bank ever asks for such details.
7.1. To place an Order, the Client selects a pilgrimage tour, provides accurate details for himself or herself and for the pilgrims, confirms that he or she has read the terms of the Offer and the material terms of the Order, and makes payment in accordance with section 6 of the Offer.
7.2. The Client's data and actions on the Platform, carried out after identification by means of a telephone number, email address, personal account, one-time code or any other confirmation method used by the Company, are treated as the Client's electronic actions and may be used as evidence of the conclusion and performance of the contract. The Company records the date and time the Order was placed, the contents of the Order, the fact that consent was confirmed and the revision of the Offer accepted by the Client. The Client must notify the Company without delay of any unauthorised access to his or her personal account or contact details.
7.3. The Client must provide the Company with the documents needed to obtain the Umrah visa and to make the reservations within the time limits stated on the tour page. Failure to provide the documents within the time limit is treated as cancellation by the Client, with the consequences set out in section 9 of the Offer.
7.4. Once payment and the reservations have been confirmed, the Company sends to the Client's email address and personal account on the Platform the voucher, the itinerary receipt for the electronic ticket, the insurance policy, the pilgrim information sheet, the details of the group leader and the fiscal receipt.
7.5. The documents required for the journey are delivered to the Client in electronic form no later than 24 hours before the start of the journey.
7.6. The Client must check the documents received without delay. Errors in surnames, given names and passport details made by the Client when placing the Order may result in reissue charges being levied by Suppliers, in refusal of the Umrah visa or in the journey becoming impossible. The Client bears those consequences.
7.7. When placing an Order for third parties, the Client confirms that he or she holds the necessary authority and the consent of those persons, including consent to the processing of their personal data, and undertakes to pass on to them the terms of the contract and the information received from the Company. The Client ensures that those third parties comply with the terms of the Offer.
7.8. The Client must ensure that the pilgrim holds a passport with validity meeting the requirements of the Kingdom of Saudi Arabia and that the medical requirements for entry are complied with.
8.1. The Company undertakes to ensure that the pilgrims receive the services included in the pilgrimage tour, to create the conditions for performing the pilgrimage, including accommodation and the provision of medical assistance to the extent covered by the insurance contract, to provide full information about the organisation of the journey, and to inform the Client of any circumstances preventing the provision of particular services.
8.2. The duration and route of the journey, the service arrangements and the type of transport are changed only with the consent of the Client (the pilgrim).
8.3. The Company may replace the accommodation with accommodation of an equivalent or higher category within the same city at no additional cost to the Client, notifying the Client using the contact details provided.
8.4. If the number of pilgrims needed to form a group is not reached, the Company may withdraw from the contract by notifying the Client no later than 20 calendar days before the start of the tour. In that case the Company, at the Client's choice, offers to transfer the amount paid to another pilgrimage tour or refunds the amounts paid in full within 10 working days. Termination of the contract due to force majeure and the settlement between the parties in that case are governed solely by section 12 of the Offer.
8.5. Departure and arrival times are set by the carrier and may be changed by it. Such changes do not constitute a change to the pilgrimage tour by the Company. The Company informs the Client of schedule changes of which it becomes aware, using the contact details provided.
8.6. Check-in and check-out take place at the standard times set by the relevant accommodation provider. Information on check-in and check-out times is given in the description of the pilgrimage tour, in the voucher or in other supporting documents. The price of accommodation is calculated on the basis of the number of nights; partial use of the day of arrival or the day of departure is not a ground for recalculating the price. Early check-in and late check-out are not guaranteed unless separately included in the pilgrimage tour, and may be charged additionally at the accommodation provider's rates.
8.7. The start and end of the journey are determined by the departure dates of the relevant flights. The duration of the accommodation service is not calculated in hours and minutes.
8.8. The category of the accommodation in Makkah and Madinah and the level of service are determined in accordance with the classification officially established by the competent authorities of the Kingdom of Saudi Arabia or declared by the Supplier itself.
8.9. The Client (the pilgrim) must take due care of his or her property and documents and must make good any damage caused to the property of the accommodation provider, the carrier or third parties.
8.10. The Client undertakes to notify the Company of any change to his or her contact details within 5 (five) calendar days of the change.
9.1. The Client may cancel a pilgrimage tour before it begins by sending notice through the Platform, to the Company's support service or at the Company's office. The date of cancellation is the date on which the Company receives the Client's notice. Failure by the Client to supply, within the set time limits, documents or information required to perform the contract also constitutes cancellation where that failure makes performance impossible.
9.2. Under Article 707 of the Civil Code of the Republic of Uzbekistan, a customer may demand termination of a contract for services for consideration provided that the full price of the services is paid. The Company grants the Client more favourable terms, set out in clauses 9.3, 9.4 and 9.5 of the Offer.
9.3. Unless the page of the pilgrimage tour or this contract states otherwise, the following cancellation charges apply, calculated on the price of the tour:
| Time of cancellation before the date of departure | Cancellation charge |
|---|---|
| 21 or more calendar days | no charge, other than the amounts referred to in clauses 9.4 and 9.5 |
| from 15 to 20 calendar days | 30% |
| from 10 to 14 calendar days | 50% |
| less than 10 calendar days | 100% |
9.4. Where the documented non-refundable costs of Suppliers exceed the charge under clause 9.3, the actual amount of those costs is retained, up to the price of the tour. Those costs are not added separately to the percentage under clause 9.3.
9.5. If, at the date of cancellation, the Umrah visa has already been issued, non-refundable services of the partner organisation have been paid for, or air tickets have been issued on a non-refundable fare, the actual amount of those costs is retained; that amount may be up to 100% of the price of the tour, including where it exceeds the charges set out in clause 9.3.
9.6. Refusal of an Umrah visa by the competent authorities of the Kingdom of Saudi Arabia, refusal of entry or exit for reasons attributable to the Client (the pilgrim), including the absence or invalidity of a passport or other documents, and failure by the Client to provide documents within the set time limits, do not constitute a breach of contract by the Company. Refunds in such cases are made in accordance with clauses 9.3, 9.4 and 9.5.
9.7. The refund and non-refundability terms are communicated to the Client before payment on the page of the pilgrimage tour and when the Order is placed. Payment confirms that the Client has read and agreed to those terms.
9.8. On the Client's written request, the Company provides a calculation of the amount retained, setting out the grounds for the charge.
9.9. The refund is transferred within 10 (ten) working days from the date the amount of the refund is determined, that is, from the date the Company receives confirmations from the Suppliers. The time taken for the funds to be credited depends on the banks and payment systems.
9.10. Changes to an Order at the Client's request are made where the Suppliers allow it, with the Client paying the Suppliers' charges, any price difference and the Company's fees. The Company's current fees are published on the Platform. As at the date of this revision they are:
Corrections to details on issued air tickets are charged additionally at the carrier's rates. A pilgrim may be substituted only where the Umrah visa can be reissued and the substitution is confirmed by the partner organisation and the carrier.
9.11. The Company may cancel an Order where payment is not made, where documents are not provided or are inaccurate, or where the pilgrim does not meet the mandatory requirements. Where the breach can be remedied, the Client is given a reasonable period to do so. Refunds are made in accordance with clauses 9.3 to 9.5. Where a payment is unconfirmed, the funds are returned to the payment instrument used.
9.12. Either party may demand amendment or termination of the contract on account of a material change of circumstances, in the manner provided for by civil law.
10.1. The Company is liable for the non-provision or improper provision of the services included in the pilgrimage tour in accordance with the laws of the Republic of Uzbekistan, except where non-performance is caused by the acts or omissions of the Client (the pilgrim), by the acts of third parties for whom neither the Company nor the Suppliers are answerable, or by force majeure.
10.2. The carrier is liable for the performance of the air carriage within the limits laid down by the Air Code of the Republic of Uzbekistan and the applicable international treaties. Claims relating to carriage, including changes to, cancellation of and delay to a flight and loss of or damage to baggage, are made to the carrier in the manner and within the time limits set by the conditions of carriage and by law. A named air ticket or electronic ticket and the insurance policy evidence the contract concluded by the Client with the relevant organisation. The Company assists the Client in submitting such claims.
10.3. The Company is not liable for:
10.4. The pilgrim is responsible for the safekeeping of personal belongings, valuables and documents kept on his or her person. Where property is handed over for safekeeping to the accommodation provider or the carrier, that organisation is liable in accordance with the applicable law.
10.5. The Client reimburses the Company for documented damage caused by the acts of the Client (the pilgrim), including costs charged to the Company by third parties as a result of the pilgrim breaching the Suppliers' rules, the rules of carriage or the laws of the host country.
10.6. If, while on board an aircraft, a pilgrim acts in a way that endangers flight safety or fails to comply with crew instructions, the costs of the safety measures taken, including an unscheduled landing, are borne by the Client in accordance with the law and the carrier's rules.
10.7. The parties are liable for non-performance or improper performance of their obligations in accordance with the laws of the Republic of Uzbekistan. The Client's rights as a consumer under consumer protection law, including the right to require the free rectification of defects in a service, a proportionate reduction in its price, re-performance of the service, or termination of the contract with compensation for losses, are not limited by this Offer.
11.1. All disputes and disagreements arising out of or in connection with the execution of this Offer shall be resolved by the Parties through amicable negotiations. If no agreement can be reached, a mandatory pre-trial (claims) dispute resolution procedure shall apply.
11.2. Claims regarding the quality of the services provided shall be sent to the Company in writing or in the form of an electronic document to the email address info@centrum-holidays.com, with supporting documents mandatory attached. The recommended period for submitting such a claim is 20 (twenty) calendar days from the end date of the trip.
11.3. The Company shall review the claim received from the Client and send a written reasoned response within 15 (fifteen) working days from the date of its receipt.
11.4. If the Company requires additional information from Suppliers, including the Partner Organization in the Kingdom of Saudi Arabia, to make a decision, the period for reviewing the claim may be extended, but shall not exceed 30 (thirty) days in total, subject to mandatory prior notice to the Client.
11.5. If no agreement is reached through the claims procedure, no response is received within the established time limits, or the claim is rejected, the dispute shall be resolved through judicial proceedings in accordance with the effective legislation of the Republic of Uzbekistan.
12.1. The parties are released from liability for non-performance or improper performance of their obligations where this is caused by force majeure: natural disasters, epidemics and pandemics, the imposition of quarantine, military action, acts of terrorism, civil unrest, acts and decisions of the authorities of the Republic of Uzbekistan or the Kingdom of Saudi Arabia, including suspension of the reception of pilgrims, the closure of borders and airspace and the introduction of entry and exit restrictions, and other extraordinary and unavoidable circumstances beyond the parties' reasonable control.
12.2. In the event of force majeure, the Company offers to postpone the journey or to substitute services. If performance is impossible or the Client does not agree, the amount paid is refunded less the documented non-refundable costs of the Suppliers. The price of the Company's own services that were not provided is refunded in full.
12.3. Indirect costs incurred by the Client as a result of force majeure and not forming part of the pilgrimage tour paid for are not reimbursed by the Company.
12.4. The party for whom performance has become impossible must notify the other party without delay.
13.1. Personal data is processed in accordance with the laws of the Republic of Uzbekistan and the Privacy Policy, which is made available to the Client before the Order is placed.
13.2. By accepting the Offer, the Client confirms that he or she has read the Privacy Policy and consents to the processing of personal data, both his or her own and that of the pilgrims whose data he or she provides, for the purposes of concluding and performing the contract. This includes transfer of the data to Suppliers, to the partner organisation in the Kingdom of Saudi Arabia, to carriers, accommodation providers, insurance and payment organisations, and to the competent authorities of the Republic of Uzbekistan and the Kingdom of Saudi Arabia to the extent necessary to obtain the Umrah visa and provide the services, including cross-border transfer.
13.3. The Client warrants that he or she has obtained the consent of the third parties whose personal data is provided to the Company for its processing for the stated purposes.
14.1. Notices and documents sent by the Company to the email address given by the Client when placing the Order, and to the personal account on the Platform, are deemed duly delivered.
14.2. The content of the Platform, including texts, descriptions, photographs, the database of offers, and design and software elements, is protected by intellectual property law. Automated collection of data from the Platform and use of its content for commercial purposes without the Company's written consent are not permitted.
14.3. The invalidity of individual provisions of the Offer does not render the Offer invalid as a whole.
14.4. In all matters not governed by the Offer, the parties are guided by the laws of the Republic of Uzbekistan.
14.5. The Offer takes effect when it is published on the Platform and remains in force until it is withdrawn or replaced by a new revision.
Foreign Enterprise Limited Liability Company CENTRUM HOLIDAYS (FE LLC CENTRUM HOLIDAYS)
Registered address: 38 Oybek Street, Mirabad district, Tashkent, Republic of Uzbekistan
TIN (STIR): 306985922
Bank account: 2020 8000 2051 6295 3002 with KDB Bank Uzbekistan JSC, MFO: 00842
License to organise Umrah journeys: UT No. 0023 of 2 July 2026, issued by the Committee on Religious Affairs under the Cabinet of Ministers of the Republic of Uzbekistan
Business hours: Monday to Friday, 10:00 to 18:00
Umrah call centre telephone: +998 55 577 88 88, +998 77 493 08 80
Email for enquiries and complaints: helpumrah@centrumholidays.com
Website: https://centrum-holidays.com
Activities relating to the organisation and conduct of Umrah are carried out at the following addresses stated in the license:
1. 38 Oybek Street, Mirabad district, Tashkent (head office);
2. 235A Mustaqillik Street, Margilan, Fergana region (branch);
3. 154 Amir Temur Street, Samarkand, Samarkand region (branch);
4. 247 Guliston Street, Denau district, Surkhandarya region (branch);
5. 38/G Boburshoh Street, Andijan, Andijan region (branch);
6. Flat 26, 91 Samarkand Street, Urgench, Khorezm region (branch).