Policies & Resources

Welcome to Ernshia Travel’s Policies & Resources. These policies explain how we provide our services, protect your personal information, process payments, manage cancellations and refunds, and handle customer enquiries and complaints. Please read them carefully before using our services.

Privacy Policy

Last Updated: 10 July 2026

Introduction

Ernshia Travel (“we”, “our”, “us”) is a trading name of Ernshia Group Limited, a company registered in England and Wales.

We are committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you use our website, contact us, or purchase our services.

By using our website or engaging our services, you agree to the collection and use of your information as described in this Privacy Policy.

Who We Are

Trading Name: Ernshia Travel

Legal Entity: Ernshia Group Limited

Website: www.ernshia.com

Email: info@ernshia.com

Information We Collect

Depending on the services you request, we may collect:

Personal Information:

Full name, Date of birth, Gender, Nationality, Postal address, Email address, Telephone number.

Travel Information:

Passport details, Visa information, Flight preferences, Hotel preferences, Travel itinerary, Emergency contact information.

Student Consultancy Information:

Where applicable, we may also collect:

Educational qualifications, Academic transcripts, English language test results, Employment history, Supporting application documents.

Payment Information:

Payments made through secure third-party providers such as Stripe or PayPal are processed directly by those providers. Ernshia Travel does not store your full payment card details.

How We Use Your Information

We use your personal information to:

Provide our travel and consultancy services.
Process bookings and reservations.
Arrange flights, hotels, visas and travel packages.
Process student applications.
Respond to enquiries.
Issue invoices and receipts.
Communicate important booking updates.
Comply with legal and regulatory obligations.
Improve our services and website.

Sharing Your Information

We only share your information where necessary.

This may include:

Airlines
Hotels
Embassies and Consulates
Universities and Colleges
Insurance providers
Payment providers
Government authorities where legally required

We never sell your personal information to third parties.

Data Security

We take appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, or disclosure.

Data Retention

We retain personal information only for as long as necessary to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements.

Your Rights

Depending on applicable law, you may have the right to:

Access your personal information.
Request correction of inaccurate information.
Request deletion of your data where applicable.
Restrict or object to certain processing.
Request a copy of your personal data.
Withdraw consent where processing is based on consent.

Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Ernshia Travel

A trading name of Ernshia Group Limited

Email: info@ernshia.com

Website: www.ernshia.com

Office Address: 2 Fryday Street, Leadenhall, Milton Keynes

Buckinghamshire, MK6 5LT

Terms and Conditions

Introduction

Welcome to Ernshia Travel, a trading name of Ernshia Group Limited (“Ernshia Travel”, “we”, “our”, or “us”). These Terms & Conditions govern your use of our website and the services we provide.

By accessing our website, requesting information, obtaining a quotation, making a booking, or using any of our services, you agree to be bound by these Terms & Conditions. If you do not agree with any part of these Terms, you should not use our services.

Our Services

Ernshia Travel offers a range of travel and consultancy services, including but not limited to:

Student admissions guidance
Student visa support
Tourist visa assistance
Flight reservations
Hotel bookings
Holiday packages
Hajj and Umrah travel arrangements
Travel planning and consultancy
Related travel support services

Some services are provided directly by Ernshia Travel, while others are arranged through trusted third-party suppliers such as airlines, hotels, tour operators, embassies, educational institutions and visa processing centres.

Eligibility

By using our services, you confirm that:

You are at least 18 years of age or have the permission of a parent or legal guardian.
The information you provide is accurate, complete and up to date.
You have the legal authority to make bookings on behalf of yourself and any other travellers included in your booking.

Quotations and Prices

All quotations are subject to availability and may change without notice until your booking has been confirmed.

Prices may vary due to:

Airline fare changes
Exchange rate fluctuations
Supplier price increases
Government taxes
Airport charges
Fuel surcharges
Visa fee changes

A quotation does not constitute a confirmed booking.

Booking Confirmation

Your booking becomes confirmed only when:

We have received any required payment or deposit; and
You have received written confirmation from Ernshia Travel.

Until confirmation has been issued, availability and prices cannot be guaranteed.

Payments

Payments may be made using:

Credit or debit cards
Stripe
PayPal
Bank transfer
Any other payment methods offered by Ernshia Travel

Full payment must be received before tickets, travel documents or confirmations are issued unless an agreed payment plan applies.

Failure to make payment by the agreed deadline may result in cancellation of your booking.

Student Consultancy Services

Our student consultancy service includes guidance on course selection, university applications and visa preparation.

Admission decisions are made solely by the educational institution.

Visa decisions are made solely by the relevant immigration authority.

Ernshia Travel cannot guarantee:

Admission to any institution
Scholarship awards
Student visa approval
Processing times

Applicants remain responsible for ensuring all documents and information submitted are truthful and complete.

Visa Services

Where we assist with visa applications:

We prepare and submit documentation based on information provided by the applicant.
Applicants are responsible for providing genuine and accurate information.
Visa fees paid to embassies or government authorities are generally non-refundable.
Ernshia Travel cannot influence or guarantee visa decisions.

Any refusal of a visa remains the decision of the relevant immigration authority.

Flights, Hotels and Travel Suppliers

Flights, accommodation, transport and other travel services may be supplied by independent third-party providers.

Those suppliers operate under their own terms and conditions.

Ernshia Travel acts as an intermediary where applicable and is not responsible for:

Flight delays
Airline cancellations
Lost baggage
Hotel overbookings
Supplier insolvency
Service failures beyond our reasonable control

We will, however, make reasonable efforts to assist customers in resolving supplier-related issues.

Hajj and Umrah Services

Pilgrimage packages are subject to:

Saudi Arabian regulations
Airline schedules
Visa approvals
Hotel availability
Government requirements

Customers are responsible for ensuring they meet all health, vaccination and travel requirements.

Package details may occasionally change due to circumstances beyond our control, and we will inform customers as soon as reasonably possible.

Customer Responsibilities

Customers are responsible for:

Ensuring passport validity.
Obtaining required travel documents.
Checking visa requirements.
Verifying all booking confirmations.
Informing us immediately of any errors.
Arriving at airports and departure points on time.
Complying with immigration, customs and health regulations.

Failure to do so may result in additional costs or cancellation of travel.

Changes Requested by Customers

If you request changes after booking confirmation, we will make reasonable efforts to accommodate them.

Additional charges may apply, including supplier amendment fees and administrative costs.

Some bookings cannot be amended once confirmed.

Changes Made by Suppliers

Occasionally airlines, hotels or tour operators may change:

Flight schedules
Accommodation
Departure times
Itineraries
Other travel arrangements

Where possible, we will notify you promptly and assist in identifying suitable alternatives.

Force Majeure

Ernshia Travel shall not be liable for delays, cancellations or failure to perform services resulting from events beyond our reasonable control, including but not limited to:

Natural disasters
Severe weather
War or civil unrest
Government restrictions
Border closures
Epidemics or pandemics
Industrial action
Technical failures
Airline operational issues

Limitation of Liability

To the fullest extent permitted by law, Ernshia Travel’s liability shall be limited to the value of the services purchased from us.

We shall not be liable for:

Indirect losses
Consequential damages
Loss of enjoyment
Loss of income
Missed connections caused by third parties
Decisions made by embassies, immigration authorities or educational institutions

Nothing in these Terms excludes liability that cannot legally be excluded under the laws of England and Wales.

Intellectual Property

All content on this website, including text, logos, graphics, images and branding, remains the property of Ernshia Travel or its licensors.

No content may be copied, reproduced or distributed without prior written permission.

Website Use

You agree not to:

Misuse the website.
Attempt unauthorised access.
Introduce malicious software.
Use the website for unlawful purposes.
Interfere with the operation or security of the website.

Privacy

Your personal information will be processed in accordance with our Privacy Policy and applicable UK data protection legislation.

Please refer to the Privacy Policy section of this page for further details.

Complaints

If you are dissatisfied with any aspect of our service, please refer to our Complaints Procedure below.

We are committed to resolving complaints fairly, professionally and as quickly as possible.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales unless otherwise required by applicable law.

Contact Us

If you have any questions regarding these Terms & Conditions, please contact:

Ernshia Travel
A trading name of Ernshia Group Limited

Website: www.ernshia.com
Email: info@ernshia.com

Refund & Cancellation Policy

Last Updated: 10 July 2026

Introduction

This Refund & Cancellation Policy explains how cancellations, amendments and refunds are handled by Ernshia Travel, a trading name of Ernshia Group Limited. It applies to all services provided by us unless otherwise agreed in writing.

Please read this policy carefully before making a booking or payment.

General Policy

Our services may involve third-party suppliers such as airlines, hotels, universities, embassies, visa application centres, tour operators and travel insurance providers.

As a result, refunds and cancellations are often subject to the terms and conditions of those suppliers.

Any refund approved by Ernshia Travel will only be processed in accordance with this policy and any applicable supplier terms.

Consultation Fees

Consultation fees are non-refundable once the consultation has taken place.

If Ernshia Travel cancels a consultation before it takes place, you may choose either:

A full refund; or
A rescheduled appointment at no additional cost.

Student Consultancy Services

Where we have started work on your application, our professional service fees may be partially or fully non-refundable, depending on the work already completed.

Examples include:

Course research
University applications
Document review
Statement of Purpose guidance
Application submission
CAS guidance
Visa preparation

University application fees paid directly to institutions are subject to the individual institution’s policies.

Admission and visa decisions remain the responsibility of the relevant university and immigration authority.

Tourist Visa Services

Our service fee covers the professional assistance provided in preparing and managing your application.

Unless otherwise stated:

Government visa fees are non-refundable.
Embassy fees are non-refundable.
Visa centre service charges are non-refundable.
Our service fee may be non-refundable once work has commenced.

Visa approval is entirely at the discretion of the relevant embassy or immigration authority.

A visa refusal does not automatically entitle you to a refund.

Flight Bookings

Flight cancellations and refunds are governed by the airline’s fare rules.

Depending on the ticket purchased:

Some tickets may be fully refundable.
Some tickets may be partially refundable.
Some tickets may be completely non-refundable.

Where a refund is available, airline administration charges and any applicable Ernshia Travel service charges may be deducted.

Hotel Reservations

Hotel cancellations are subject to the cancellation policy of the individual hotel or accommodation provider.

Charges may vary depending on:

Rate selected
Notice period
Booking conditions

Certain promotional or advance purchase rates may be non-refundable.

Holiday Packages

Cancellation charges for holiday packages will depend on:

Supplier terms
Time remaining before departure
Non-refundable components
Airline and hotel conditions

Where possible, Ernshia Travel will seek the maximum refund available from suppliers.

Hajj & Umrah Packages

Due to supplier commitments and visa processing, cancellation charges may apply once your booking has been confirmed.

Refunds will depend on:

Airline policies
Hotel policies
Ground transport bookings
Visa costs
Supplier charges already incurred

Some elements of the package may be non-refundable.

Customer Cancellations

If you wish to cancel your booking, you must notify Ernshia Travel as soon as possible in writing by email.

Cancellation charges may apply depending on:

The type of service purchased.
Supplier terms.
The stage of the booking process.
Costs already incurred.

Changes Requested by Customers

If you request changes after booking confirmation, additional costs may apply.

Examples include:

Flight changes
Hotel changes
Passenger name corrections
Date amendments
Destination changes

Any supplier amendment fees will be passed on to the customer.

Refund Processing

Approved refunds will normally be processed using the original payment method.

Refund processing times vary depending on the supplier and payment provider and may take several business days to appear in your account.

Exceptional Circumstances

Where cancellations arise due to circumstances beyond anyone’s control—such as severe weather, natural disasters, government travel restrictions, pandemics, or airline operational disruptions—refunds will be subject to the policies of the relevant travel suppliers.

Ernshia Travel will make reasonable efforts to assist customers in obtaining any available refunds or alternative arrangements.

Chargebacks

Customers should contact Ernshia Travel first if they believe a payment has been made in error or if they have concerns about a transaction.

Initiating a chargeback without first contacting us may delay resolution and could affect any ongoing booking or application.

Contact Us

If you have any questions regarding cancellations or refunds, please contact:

Ernshia Travel
A trading name of Ernshia Group Limited

Business Address
2 Fryday Street
Leadenhall
Milton Keynes
MK6 5LT
United Kingdom

Website: www.ernshia.com

Email: info@ernshia.com

Complaints Procedure

Last Updated: 10 July 2026

Our Commitment

At Ernshia Travel, a trading name of Ernshia Group Limited, we are committed to providing a professional, courteous and high standard of service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate and resolve the matter fairly and promptly.

How to Make a Complaint

Complaints should be submitted as soon as possible after the issue arises.

Please include:

Your full name
Booking reference (if applicable)
Contact details
A clear description of the issue
Any supporting documents or evidence
The outcome you are seeking

Complaints may be submitted by email to:

Email: info@ernshia.com

Acknowledgement

We aim to acknowledge your complaint within 5 working days of receiving it.

If we require additional information, we will contact you during this period.

Investigation

We will investigate your complaint carefully and fairly.

This may include:

Reviewing your booking records
Contacting airlines, hotels, universities, visa centres or other suppliers
Reviewing correspondence
Speaking with members of our team

Some investigations may take longer where third-party suppliers are involved.

Response Time

We aim to provide a full written response within 28 calendar days.

If more time is required, we will keep you informed of our progress.

Third-Party Suppliers

Where your complaint relates to a service provided by a third party (such as an airline, hotel, embassy, university or tour operator), we will assist where reasonably possible.

However, decisions made by those organisations remain their responsibility.

Our Resolution

Depending on the circumstances, we may offer:

An explanation
An apology
A correction of the issue
A refund where appropriate
A goodwill gesture where appropriate
Another reasonable solution

Each complaint is assessed individually.

Unreasonable or Abusive Behaviour

We ask all customers to communicate respectfully.

We reserve the right to end communications where behaviour is abusive, threatening, discriminatory or offensive towards our staff.

This does not affect your legal rights.

Continuous Improvement

Customer feedback helps us improve our services.

We review complaints regularly to identify trends, improve our processes and enhance the quality of our services.

Contact Us

If you wish to make a complaint or discuss an existing complaint, please contact:

Ernshia Travel
A trading name of Ernshia Group Limited

Business Address
2 Fryday Street
Leadenhall
Milton Keynes
MK6 5LT
United Kingdom

Email: info@ernshia.com

Website: www.ernshia.com