Terms and Conditions of ITS Holidays Ltd

1. About These Terms

These Terms and Conditions apply to every service booked with International Travel Services and Holidays Ltd (ITS Holidays Ltd). This includes bookings made on our website, by phone, through WhatsApp, or at our offices.

When you make a booking or a payment, you confirm that you have read and accepted these terms. If you book for other travelers, you accept these terms on their behalf.

2. Who We Are

ITS Holidays Ltd is a government-authorized travel agency in Bangladesh, established in 2015. Our head office is in Banani, Dhaka, with a branch in Khulshi, Chattogram.

We hold the following licenses and memberships:

• Civil Aviation Reg. No. 0000614
• IATA Code 42340550
• ISO 9001:2015 Cert. No. ASIB/INT/1055B/2026
• TOAB Associate Member (Govt. T.O. Licence No. 2412002)
• ATAB General Member Serial No. 3851
• Company Reg. C-143420

You can verify these on our Licenses and Certifications page and our Memberships page. To learn more about our team, visit About Us.

3. Our Role as a Travel Agent

We arrange travel services on your behalf. Airlines, hotels, transport companies, cruise lines, and embassies are independent providers. They deliver the final service under their own rules.

We take care in choosing reliable partners and we support you if problems arise. However, we cannot control the decisions or operations of these third parties.

4. Services Covered by These Terms

These terms apply to all services we offer, including:

• Air ticket booking
• Hotel booking
• Holiday tour packages
• Umrah packages
• Hajj packages
• Tours and activities
• Transfer services and cruise booking
• Visa processing

Some services have extra conditions. These are shared in your quotation, invoice, or package details, and they form part of your agreement with us.

5. Quotations, Prices, and Availability

All quotations are based on prices and availability at the time they are given. Airline fares and hotel rates can change quickly, so a quote is not a confirmed price.

Your price is fixed only after full payment is received and the booking is confirmed by the supplier. After confirmation, prices may change only due to new government taxes, airline fuel surcharges, or official exchange rate changes. We will inform you before any such change is applied.

6. Booking Confirmation

A booking is confirmed when all three of these steps are complete:

• The required payment is received
• Valid documents are submitted (passport, photos, and others as needed)
• The supplier confirms the reservation

You will receive written confirmation by email or WhatsApp. Please check every detail, especially passenger names as they appear on the passport. Tell us about any error within 24 hours.

7. Payments

Payment requirements depend on the service. Some bookings need full payment upfront, while packages may allow an advance followed by the balance before travel. Your invoice will show the exact amount and due date.

We accept payment through the methods listed on our Payment Methods page. Online card and mobile banking payments are processed securely through SSLCommerz.

If a payment is not received by the due date, we may need to release the booking. In that case, charges from the supplier may apply.

8. Service Charges

Our service charges cover consultation, booking, documentation, and coordination with suppliers. These charges are shown clearly on your invoice before you pay.

Service charges are usually non-refundable once work on your booking has started. This is because our team has already completed the work, even if the trip does not go ahead.

9. Changes and Cancellations by You

All change or cancellation requests must be sent in writing to support@itsholidaysltd.com or through our official WhatsApp. Verbal requests cannot be processed.

Changes such as date changes, name corrections, reissues, or upgrades depend on the supplier's rules. Airline penalties, hotel charges, and our handling fee may apply. We will tell you the total cost before making any change.

Full details are explained in our Refund and Cancellation Policy.

10. Changes and Cancellations by Us

Sometimes a supplier changes a flight schedule, a hotel becomes unavailable, or a government changes travel rules. If this affects your booking, we will contact you as soon as possible.

Where possible, we will offer a similar alternative. If no suitable option is available, we will refund the amount we recover from the supplier, as explained in our refund policy.

11. Refunds

Refunds depend on the supplier's rules and the timing of your cancellation. Once a supplier approves a refund, we process it to you after deducting non-refundable charges.

Refunds are paid through the original payment method wherever possible. Processing time depends on the airline, hotel, or bank involved. You can track your refund status by contacting our support team.

12. Travel Documents and Visas

You are responsible for having a valid passport, visa, and any health or travel documents your destination requires. Most countries require a passport valid for at least six months from your travel date.

When we process a visa, we prepare and submit your application carefully. However, the final decision belongs only to the embassy or immigration authority. We cannot guarantee approval, and embassy fees are non-refundable if a visa is refused.

Please give us accurate and genuine documents. Incorrect or false information can lead to refusal and may affect your future applications.

13. Umrah and Hajj Bookings

Umrah and Hajj travel follows rules set by the Saudi authorities and the Ministry of Religious Affairs of Bangladesh. These rules can change, sometimes at short notice.

Hajj bookings must follow the official government registration process. Umrah visa approval, hotel allocation, and travel dates may also depend on Saudi regulations. Package inclusions, such as hotels, transport, and Mutawwif guidance, are listed in your package details.

If Saudi rules change after booking, we will inform you quickly and guide you on the available options.

14. Your Responsibilities

To help your trip go smoothly, we ask that you:

• Provide accurate personal details and documents
• Pay on time as shown on your invoice
• Reach the airport, hotel, or meeting point on time
• Follow the laws and customs of the countries you visit
• Respect the rules of airlines, hotels, and tour guides

Missing a flight, tour, or service due to late arrival or incomplete documents may lead to charges that cannot be refunded.

15. Third-Party Suppliers

Each airline, hotel, and transport provider has its own terms. These apply in addition to ours. For example, baggage limits are set by the airline, and check-in times are set by the hotel.

If a supplier fails to deliver a service, we will help you raise the issue and seek a fair solution. Compensation, if any, will follow that supplier's policy.

16. Limitation of Liability

We are responsible for arranging your booking with reasonable care and skill. We are not responsible for losses caused by third-party suppliers, government decisions, or your own actions.

Where we are found responsible, our liability is limited to the amount you paid us for the affected service. We recommend buying travel insurance to cover medical costs, lost baggage, and trip cancellations.

17. Events Beyond Our Control

We are not liable for delays or cancellations caused by events outside our control. These include natural disasters, pandemics, political unrest, war, airport closures, strikes, and sudden changes in government travel rules.

In such cases, we will work with suppliers to find the best possible solution, including rescheduling or credit where available.

18. Privacy and Your Data

We collect personal details, such as passport copies, NID, and photos, only to complete your booking. We share them only with the airlines, hotels, embassies, and authorities needed for your service.

Read our Privacy Policy to see how we collect, store, and protect your information.

19. Complaints and Dispute Resolution

If you are unhappy with any part of our service, please email support@itsholidaysltd.com with your booking details. Our team will acknowledge your complaint and review it fairly.

Most issues can be solved quickly through direct discussion. If a complaint cannot be resolved, you may seek support from the relevant regulatory or consumer protection authority in Bangladesh.

20. Governing Law

These terms are governed by the laws of Bangladesh. Any dispute will fall under the jurisdiction of the courts of Dhaka, Bangladesh.

21. Changes to These Terms

We may update these terms when our services, supplier rules, or legal requirements change. The latest version will always be on this page with its updated date.

Changes do not affect bookings that were already confirmed before the update, unless required by law.

22. Contact Us

For any question about these terms, contact us:

You can also visit our Contact Us page to see all branches.

Frequently Asked Questions

Is ITS Holidays Ltd a licensed travel agency?

Yes. ITS Holidays Ltd is registered with the Civil Aviation Authority of Bangladesh (Reg. No. 0000614), is IATA accredited (Code 42340550), and is a member of ATAB and TOAB.

When is my booking confirmed?

Your booking is confirmed after payment is received, valid documents are submitted, and the supplier confirms the reservation. You will receive written confirmation by email or WhatsApp.

Are service charges refundable?

Service charges are usually non-refundable once work on your booking has started. Supplier refunds, such as airline or hotel refunds, depend on their own rules.

Does ITS Holidays Ltd guarantee visa approval?

No travel agency can guarantee a visa. We prepare and submit your application carefully, but the final decision is made only by the embassy or immigration authority.

How do I cancel or change a booking?

Send your request in writing to support@itsholidaysltd.com or through our official WhatsApp. We will confirm any applicable charges before making the change.