Terms and Conditions

1. About these terms

These Terms and Conditions govern bookings and transportation services supplied under the Umrah Ziyarat Service brand through our website, WhatsApp, telephone, email or another approved channel. By confirming a service, the booking customer accepts these Terms for themselves and the passengers included in the reservation. Read them with our Privacy Policy and Refund Policy.

2. Service provider information

Umrah Ziyarat Service is the trading name providing the services described here from Makkah and Madinah, Saudi Arabia. Contact us at info@umrahziyaratservice.com or +966 59 419 5071 by telephone or WhatsApp. Verified registration or fuller address details can be provided through our official contact channel where lawfully required; we do not publish unverified information.

3. Eligibility and authority to book

The person making a booking must be at least 18 years old and legally capable of entering into a contract. They must be authorized to provide necessary passenger information and are responsible for sharing the confirmed journey details and these Terms with all passengers.

4. Booking requests and confirmation

A request is subject to driver and vehicle availability. A booking becomes confirmed only when we send written confirmation through WhatsApp, email or the website and the customer accepts the quoted fare and any payment requirement. Customers must check the route, pickup, destination, date, time, flight, passengers, luggage and vehicle details and report errors immediately.

5. Quotations and fares

Unless stated otherwise, fares are quoted in Saudi Riyals (SAR) for the specified route, vehicle, date and passenger requirements. A quotation is valid only for its stated period and may change before confirmation. Published website prices are starting fares unless expressly stated as final.

The confirmed fare covers only listed services. Route changes, extra stops, extended waiting, parking, tolls, border charges, excess luggage, seasonal conditions or other extras may change the fare. Known additional charges will be explained before acceptance wherever reasonably possible. VAT treatment and included charges must be checked in the written quotation.

6. Payments

The payment method, amount and deadline will be stated before confirmation. Depending on the booking, we may require advance payment, a deposit or payment at the time of service. The site currently identifies SAR cash and confirmed bank transfer as available methods. A booking is not guaranteed until any required payment is received.

The customer pays bank or currency-conversion fees charged by their provider. Use only payment instructions verified through our official number. A payment record or receipt will be supplied where applicable.

7. Passenger information

The customer must provide accurate passenger, contact, pickup, flight, luggage and assistance details. Material omissions or errors can cause delay, an unsuitable vehicle, additional charges or inability to perform the journey.

8. Pickup instructions

Provide a complete pickup location, reachable telephone or WhatsApp number and scheduled time. Be ready at the confirmed meeting point. Hotel passengers should wait at the agreed lobby or vehicle-access point; airport passengers must follow the location instructions provided with confirmation.

9. Airport transfers and flight delays

Provide the correct airport, terminal if known, flight number, arrival date and destination. When a valid flight number is supplied, published arrival updates may be checked and pickup adjusted where reasonably possible, but monitoring does not guarantee unlimited waiting or vehicle availability after a major change. Notify us promptly of a delay, cancellation or terminal change and keep WhatsApp or telephone service active after landing.

10. Waiting time

The booking confirmation must state the waiting time included in the fare and when it begins. Additional waiting may be charged at the rate communicated to the customer. We do not publish a universal waiting duration because airport, hotel and route conditions vary. If a passenger cannot be contacted after the confirmed allowance, the booking may be treated as a no-show.

11. Passenger and luggage capacity

Provide the correct number of adults, children and bags. Legal and safe vehicle capacity must not be exceeded. A driver may refuse unsafe excess luggage or passengers. If a larger vehicle is necessary, availability and any fare difference must be confirmed.

12. Children and child seats

Children must travel with a responsible adult. Request any required child seat before confirmation. A seat is not guaranteed unless included in writing. The responsible adult must ensure children follow applicable safety requirements throughout the journey.

13. Vehicle selection and substitution

Website images and model names are representative unless a particular vehicle is guaranteed in writing. If the selected vehicle becomes unavailable, we may provide a comparable or higher-capacity replacement without extra charge. We will seek agreement before using a materially different lower-capacity vehicle.

14. Changes requested by the customer

Changes to date, time, route, pickup, destination, vehicle, passengers, luggage or stops must be requested through an approved channel. They are subject to availability and may change the fare. A change is confirmed only when accepted by us in writing.

15. Customer cancellations

Request cancellation through the official WhatsApp number or email using the booking details. Cancellation takes effect when acknowledged by us. Under the currently published Refund Policy, cancellations made at least 24 hours before scheduled service are eligible for refund; cancellations within 24 hours are not normally refundable, subject always to applicable law and any different written condition accepted for the booking.

16. No-shows

A journey may be treated as a no-show when the passenger is absent from the confirmed pickup point, does not contact us and cannot be reached after the applicable waiting period. Under the published Refund Policy, no-shows are not normally refundable, to the extent permitted by law.

17. Cancellations by Umrah Ziyarat Service

We may cancel, delay or change a service for safety, legal compliance, vehicle failure, driver unavailability, road closure, severe weather, accident, airport operational change, Hajj or Ramadan controls, security incidents, government restrictions or other circumstances outside reasonable control. We will try to notify the customer and arrange a reasonable replacement.

If we cancel before pickup and cannot provide a suitable alternative, amounts paid for the affected service will be handled under the Refund Policy and applicable law.

18. Refunds

Submit a refund request with the booking details through our official contact channels. Eligibility depends on the cancellation time, no-show status, costs already incurred, booking-specific conditions and applicable law. The current Refund Policy states that approved refunds are processed within seven business days; bank processing time may be additional.

19. Passenger conduct and safety

Passengers must follow reasonable safety instructions, use seat belts where required, respect the driver and vehicle and comply with Saudi law. We may refuse or end service for threatening, abusive, unlawful or unsafe conduct, including prohibited smoking, illegal items, driver distraction or exceeding legal capacity. Refund consequences will be assessed under the circumstances and applicable law.

20. Prohibited items

Passengers must not carry illegal, dangerous, explosive, flammable or otherwise prohibited items. Any unusual, regulated or oversized item must be disclosed before confirmation. The driver may refuse anything that creates a legal or safety risk.

21. Cleaning and damage charges

The booking customer may be responsible for reasonable, documented cleaning or repair costs caused by passengers in their group, excluding ordinary wear. We may provide photographs, invoices or other reasonable evidence before requesting payment.

22. Lost property

Check belongings before leaving. Report lost property promptly with the booking reference and journey details. We will make reasonable efforts to locate it but cannot guarantee recovery. Reasonable courier or delivery costs may apply to returning recovered items.

23. Delays and journey times

Journey times are estimates and may change because of traffic, roadworks, checkpoints, airport operations, weather, Hajj or Ramadan restrictions and other conditions. Allow enough time for flights, trains and appointments. Arrival at a particular time is not guaranteed unless expressly accepted in writing, and nothing excludes liability that cannot lawfully be excluded.

24. Border and intercity travel

For cross-border travel, including Saudi Arabia–Bahrain journeys, every passenger is responsible for a valid passport, visa, permit and other documents required by the relevant authorities. Border processing times are outside our control. Refusal of entry, missing documents, visa problems and government delays may affect the journey, charges and refund eligibility.

25. Third-party drivers and transport partners

We may fulfil a booking using an appropriately assigned driver or transport partner. Necessary booking information may be shared to perform the service. Providers must comply with applicable transport, safety and privacy requirements; personal-data handling is further explained in our Privacy Policy.

26. Website and WhatsApp communications

Website forms and messages are requests until confirmed. Keep copies of written quotations and confirmations. WhatsApp and other third-party platforms operate under their own terms. We are not responsible for delay caused solely by a platform outage, an incorrect customer number or a message not received, but customers may use another official channel.

27. Intellectual property

Unless otherwise stated, website text, branding, design and original materials belong to Umrah Ziyarat Service or their respective licensors and may not be copied or commercially reused without permission. Image-specific conditions appear in our Image Licensing policy.

28. Privacy

Personal information supplied through booking and communication is processed under our Privacy Policy. Provide only passenger information reasonably necessary to arrange and deliver the service.

29. Liability

Nothing in these Terms excludes or limits liability where that would be unlawful, including fraud, wilful misconduct or another liability that cannot legally be excluded. Subject to applicable law, we are not responsible for loss caused solely by inaccurate customer information, passenger no-shows, missing travel documents, government restrictions or events outside reasonable control.

Any limitation must be interpreted consistently with mandatory Saudi consumer rights. Customers should inform us promptly of a problem and take reasonable steps to reduce avoidable loss.

30. Force majeure

Neither party is responsible for failure or delay caused by an event beyond reasonable control, including severe weather, natural disaster, accident, road closure, epidemic, civil disturbance, security event, government action, border closure or major infrastructure failure. We will communicate and seek a reasonable alternative or remedy where practicable.

31. Complaints

Report a problem as soon as reasonably possible so we can investigate. Include the booking reference, journey date, route, issue and supporting evidence. Send complaints by email or WhatsApp using the details below. We aim to acknowledge a complaint within three business days; a complex investigation may take longer, and acknowledgement is not a promise of resolution within that period.

32. Governing law and jurisdiction

These Terms are governed by the applicable laws of the Kingdom of Saudi Arabia. Disputes that cannot be resolved amicably will be submitted to the competent Saudi courts or authorities, subject to mandatory consumer rights.

33. Changes to these terms

We may revise these Terms for operational, service or legal changes. The new version will be published here with an updated effective date. A confirmed booking will normally remain subject to the version accepted at confirmation unless a legal change must apply immediately.

34. Contact information

Trading name: Umrah Ziyarat Service. Service location: Makkah and Madinah, Saudi Arabia. Email: info@umrahziyaratservice.com. Telephone and WhatsApp: +966 59 419 5071. Use only these verified details when discussing bookings or payments.