Booking, Accommodation & Travel Services

These Terms and Conditions govern all bookings made through our company. By confirming a reservation or making payment, the client acknowledges that they have read, understood, and agreed to these Terms and Conditions.

Role of the Company

Our company acts solely as a facilitator and intermediary for travel services including accommodation, airline tickets, transportation, visa coordination, pilgrimage services, and related travel arrangements.

All services are provided by independent third-party suppliers, including hotels, airlines, transport companies, visa processing agencies, and tour operators.

Our company does not own, operate, or control these suppliers and therefore cannot guarantee their performance, service levels, or operational decisions.

Third-Party Supplier Responsibility

Hotels, airlines, transportation providers, and other service suppliers operate independently.

Our company shall not be responsible for any:

• • acts or omissions
  • service failures
  • delays or schedule changes
  • overbooking
  • cancellations
  • operational disruptions caused by third-party suppliers.

Any complaints regarding service quality must be addressed directly with the relevant supplier.

Hotel Inventory & Allotment Risk

Accommodation inventory in Makkah and Madinah is frequently managed through block allotments controlled by hotels, consolidators, and suppliers.

During peak pilgrimage seasons including Ramadan, Hajj, and major holidays, suppliers may modify or cancel previously allocated room inventory due to:

• • operational requirements
  • government directives
  • overbooking
  • contractual changes

In such cases our company will make reasonable efforts to arrange alternative accommodation of comparable category, however identical hotels or room configurations cannot be guaranteed.

Accommodation Relocation

If the originally booked hotel becomes unavailable due to supplier decisions or operational circumstances, our company reserves the right to relocate travelers to alternative accommodation of comparable category within the same city.

The alternative accommodation may differ in:

• • distance from Haram
  • room layout
  • room configuration
  • internal facilities
  • building orientation or view

Relocation to comparable accommodation constitutes fulfillment of the accommodation obligation and shall not constitute breach of contract.

Multi-Platform Hotel Inventory & Pricing

Hotels distribute inventory through multiple platforms including travel agencies, consolidators, and online booking platforms.

Prices, room categories, and service inclusions may vary between platforms.

Differences in pricing or room availability across platforms shall not constitute grounds for complaints, compensation, or refunds.

Distance from Haram Disclaimer

Hotel distances from Haram mentioned in promotional materials or booking confirmations are approximate estimates based on supplier information or mapping tools.

Actual walking time may vary due to:

• • crowd conditions
  • road closures
  • security restrictions
  • construction
  • traffic management

Exact walking distance or walking time cannot be guaranteed.

Haram View & Room View Disclaimer

Room views including Haram View, Partial Haram View, or City View are determined solely by the hotel and are subject to availability.

Visibility of Haram may be affected by:

• • building structure
  • floor level
  • surrounding buildings
  • weather conditions

Specific views cannot be guaranteed unless explicitly confirmed by the hotel.

Room Category & Room Quality Disclaimer

Hotels sell rooms through multiple distribution platforms and categories.

Room size, layout, furnishings, and facilities may vary even within the same hotel category.

Our company cannot guarantee:

• • specific room size
  • specific floor location
  • specific layout or orientation
  • interior furnishings or facilities.

Hotel classifications follow local standards and may differ from international rating systems.

Seasonal Bedding Configuration

During peak pilgrimage seasons hotels may modify room layouts to accommodate high demand.

For example, a room booked as double occupancy may contain three or four beds depending on hotel arrangements.

Room configuration is determined entirely by the hotel and cannot be altered by our company.

Hotel Facilities & Shuttle Services

Some hotels may provide complimentary services such as:

• • shuttle transportation to Haram
  • breakfast or meal services
  • internet access
  • gym or recreational facilities.

These services are operated entirely by the hotel and may be limited, suspended, or cancelled due to operational conditions or seasonal demand.

Our company shall not be responsible for changes to such services.

 

Service Standards During Peak Seasons

During Ramadan, Hajj, and other peak travel periods, hotels, airlines, and transport providers operate under extremely high demand.

This may result in:

• • delays
  • reduced service levels
  • operational congestion
  • limited staffing

Our company shall not be responsible for reduced service standards caused by supplier operational conditions.

Booking Confirmation

A reservation is considered confirmed only after full payment has been received and confirmation has been issued by our company.

Payment of any invoice constitutes acceptance of these Terms and Conditions.

Cancellation Policy

Unless otherwise stated in writing, all bookings are non-refundable, non-changeable, and non-cancellable once confirmed.

Ramadan bookings are strictly non-refundable and non-changeable.

In case of no-show, the full booking amount will be charged.

 

 

Refund Policy

If a supplier approves a refund due to cancellation, the amount refunded will be processed after deduction of:

• • operational charges
  • administrative fees
  • banking charges
  • supplier penalties

Refunds will be returned to the original payment source within up to 45 days, subject to supplier settlement cycles.

Currency Exchange Risk

Travel services may be priced in Saudi Riyals or other international currencies.

Our company shall not be responsible for losses resulting from:

• • currency exchange fluctuations
  • international transfer charges
  • banking fees

Refunds will be issued in the same currency received.

Government Taxes & Regulatory Charges

All prices are based on taxes and regulatory charges applicable at the time of booking.

Authorities may impose additional charges including:

• • VAT
  • municipality fees
  • tourism taxes
  • regulatory surcharges

Any increase will be the responsibility of the traveler.

Supplier Prepayment Requirements

Hotels, airlines, or suppliers may require full or partial prepayment prior to arrival.

Failure to comply with supplier payment instructions may result in cancellation of services.

Guest Name Changes

Guest name changes may be permitted up to 48 hours prior to arrival, subject to supplier approval and applicable charges.

Approval is not guaranteed.

Special Requests

Special requests including:

• • smoking or non-smoking rooms
  • floor preferences
  • twin beds
  • adjoining rooms
  • interconnecting rooms

are subject to availability and cannot be guaranteed.

Check-In & Check-Out

Standard hotel policies apply.

Check-in: 16:00
Check-out: 12:00

Early check-in or late check-out may incur additional charges.

Identification Requirements

All guests must present valid identification at check-in including:

• • passport
  • national identification
  • Saudi residence permit (Iqama)

Failure to provide identification may result in denial of accommodation.

Arrival Time Notification

Travelers may be required to inform the hotel of their expected arrival time.

Failure to notify may result in delays or cancellation of services.

Minor Travelers Policy

Guests under 18 years of age may only check into hotels when accompanied by a parent or legal guardian.

Reservation Modifications

Changes to confirmed reservations are subject to supplier availability and additional charges.

Visa Processing Disclaimer

Our company may assist with visa coordination; however visa issuance is solely the decision of government authorities.

Visa Fees

Visa application fees are non-refundable once the application process has begun, including in cases of rejection.

Immigration Decisions

Entry into Saudi Arabia is subject to immigration authority approval.

Our company is not responsible for refusal of entry or deportation.

Regulatory Changes

Pilgrimage travel is governed by Saudi authorities including the Ministry of Hajj and Umrah and Nusuk platform.

Regulations may change without prior notice.

Additional Assistance Services

Our company may provide assistance during travel on a best-effort basis, but such assistance does not form part of contractual obligations.

Travel Agent Representation

If a booking is made through a travel agent, our company is not responsible for representations made by the agent unless confirmed in writing.

 

B2B Travel Agent Responsibility

Agents must ensure customers receive accurate information regarding:

• • hotel category
  • location
  • room configuration
  • cancellation policy
  • visa requirements.

Agent Payment Responsibility

Agents remain responsible for ensuring full payment is transferred to our company.

Failure of the agent to transfer funds does not affect traveler obligations.

Compliance with Local Laws

Travelers must comply with Saudi laws, hotel rules, and visa regulations.

Violations may result in denial of services or penalties.

Pilgrim Compliance & Absconding Liability

If a traveler overstays, absconds, or violates visa conditions, the traveler shall be responsible for all resulting penalties.

Any fines imposed on our company must be reimbursed by the traveler.

 

Force Majeure

Our company shall not be liable for disruptions caused by events beyond our control including:

• • war
  • government restrictions
  • pandemics
  • airline disruptions
  • natural disasters
  • civil unrest.

Limitation of Liability

Under no circumstances shall our company be liable for indirect losses or personal inconvenience.

Maximum liability shall not exceed the amount paid for the service.

Chargebacks & Payment Disputes

By making payment the client agrees not to initiate chargebacks or payment disputes once the booking is confirmed.

Acceptance of Terms

By confirming a booking or making payment, the client confirms acceptance of these Terms and Conditions.