Terms and conditions

Who we are and who this applies to

Multazam is a travel agency in Via Olivi 50, Venice-Mestre. These terms govern the services we offer at the agency, by phone, on WhatsApp and by e-mail, and the use of this website.

If you are a consumer, all the protections the law gives you stay in place: nothing written here reduces them.

Using the site

The pages explain how our services work. They are not a binding offer: times, availability and conditions depend on airlines and other providers, and are confirmed to you before we go ahead.

The texts, graphics and code of the site belong to Multazam. The logos of airlines and money transfer services belong to their owners and are used only to show the services available: they do not indicate sponsorship.

The site links to external sites (for example Nusuk, Google Maps, WhatsApp). We do not control them and are not responsible for their content.

How we work

Every request follows the same steps:

• You tell us what you need, at the shop, by phone, on WhatsApp or by e-mail.
• We explain the options, what is included and who does what: you, us or the provider.
• You confirm, clearly.
• Only after your confirmation do we issue the ticket or carry out the service.

Rules for each service

• Flight tickets. We act as an intermediary: the contract of carriage is with the airline and its fare conditions apply (baggage, changes, refunds). The name on the ticket must be identical to the one on the passport: we issue the details you give us, so check them with us before issuing.
• Umrah. A package is made of third-party services (flight, hotels, transfers, visa). The programme, hotels, dates and included services are confirmed to you before payment. The visa is issued by the competent authorities: we can help with the application, but we cannot guarantee it will be granted.
• Hajj. If you live in Italy you register, book and pay only on the official Nusuk Hajj platform. We do not take payments for the Hajj: we help you understand and prepare the steps.
• Money transfer. It is a service of the providers shown on the site (National Exchange, Ria, MoneyGram): their conditions, limits and timings apply. By law you may be asked for a valid identity document.
• Photocopies, printing and scanning. The files you send us on WhatsApp or by e-mail, or bring to the shop, are used only for the job you asked for. Check the result when you collect it.

Payments and confirmation

The site does not take payments. Before you pay you receive confirmation of what you are buying and of the total amount. Any agency service fees, where applicable, are told to you before payment.

The Hajj is paid for only on Nusuk.

Changes, cancellations and refunds

The conditions for changes, cancellations and refunds depend on the fare and the provider: airline, hotel, money transfer service. Before you buy, we show you the conditions of the fare you choose.

A refund, where one is allowed, is requested from the provider and returned under its rules and timing.

• Flight tickets: the fare conditions apply. In case of delay, cancellation or denied boarding, Regulation (EC) No 261/2004 applies where relevant, and the claim is made to the airline.
• Travel packages: the legal rules on package travel apply.
• Money transfer: the conditions of the service used apply.

Documents and the traveller’s responsibility

We help you check documents, but their validity is the traveller’s responsibility. Check them in good time against official sources:

• passport with the validity required by the destination country;
• visa and entry permits;
• health requirements and vaccinations required by the country.

Liability

The agency acts as an intermediary for services provided by airlines, hotels and other providers, and is liable within the limits set by law. It is not liable for delays, cancellations or changes decided by providers, nor for events beyond its control, except as the law provides.

These terms do not limit the rights the law gives to consumers.

Your data and your files

The documents and files you give us are used only for your request. How we handle data is explained on the Privacy and cookies page.

Advertising and affiliates

The site shows no advertising, has no affiliate links and hosts no sponsored content.

Complaints and disputes

If something is wrong, write to us or come to the shop: we read every report and answer.

Italian law applies. For consumers, the court of the consumer’s place of residence or domicile remains competent.

Changes to these terms

If we change these terms we update the date at the top. Services already confirmed stay governed by the terms in force when they were confirmed.