Last updated: 16 September 2026
1. Introduction
Duaa Al Madinah (“we”, “us”, “our”) provides Umrah packages, hotel bookings and related travel services. This Privacy Policy explains how we handle personal information collected through this website, WhatsApp, phone, email and our office.
By using our website or services, you agree to the practices described in this policy.
2. Information we collect
We only collect the information needed to answer your enquiry and arrange your journey:
- Contact details — name, phone/WhatsApp number, email address and city.
- Travel details — preferred dates, number of travelers, hotel and room preferences, and special requirements such as mobility assistance.
- Booking documents — passport details, CNIC copies, photographs and vaccination certificates required for Umrah visas and flights (only once you decide to book).
- Payment records — confirmation of bank transfers or payments made at our office. We do not store card details on this website.
- Technical data — basic, anonymous information such as browser type and pages visited, if analytics are enabled.
3. How we use your information
- To respond to enquiries and prepare quotes.
- To book flights, hotels, transport and Ziyarat on your behalf.
- To apply for Umrah visas and register you on the Nusuk platform.
- To contact you about your booking before, during and after travel.
- To improve our services and website.
- With your consent, to share news about upcoming departures and offers. You can opt out at any time.
4. Sharing your information
We never sell your personal information. We share it only where necessary to deliver your journey, with:
- Airlines, hotels and ground transport providers in Saudi Arabia.
- Licensed Umrah service providers and Saudi authorities for visa and Nusuk processing.
- Travel insurance providers, if you request insurance.
- Authorities in Pakistan or Saudi Arabia where required by law.
When you submit a form on this website, your details are stored securely so our team can respond, and your message opens in WhatsApp so that you can send it to us directly. WhatsApp's own privacy policy applies to messages sent through its service.
5. Data retention
We keep booking records for as long as needed to provide our services and meet legal, accounting and regulatory obligations. Enquiries that do not lead to a booking are deleted periodically. Copies of passports and identity documents are securely disposed of once they are no longer required.
6. Security
We use reasonable technical and organisational measures to protect your information, including restricted access to documents and secure storage. No method of transmission over the internet is completely secure, so please share sensitive documents only through the channels our team provides.
7. Cookies & analytics
This website may use essential cookies and privacy-friendly analytics to understand how visitors use our pages. These do not identify you personally. You can control cookies through your browser settings.
8. Your rights
You may ask us to:
- Access the personal information we hold about you.
- Correct information that is inaccurate or incomplete.
- Delete your information, where we are not required to keep it.
- Stop sending you marketing messages.
To make a request, contact us using the details below. We may need to verify your identity before responding.
9. Children's privacy
Our website is not directed at children. We collect information about children only from their parent or guardian, and only when needed to book travel for them.
10. Changes to this policy
We may update this policy from time to time. The latest version will always be available on this page with the date it was last updated.
11. Contact us
If you have any questions about this policy or your personal information, please contact us:
- Email: info@duaaalmadinah.com
- Phone: +92 300 0000000
- Address: Office #, Building Name, Main Boulevard, Lahore, Pakistan