1. Introduction and Agreement to Terms
Welcome to Umrah & Hajj Travels (www.umrahhajjtravels.com). These Terms and Conditions (“Terms,” “Agreement,” or “T&C”) establish the legal relationship between you (“Customer,” “User,” “You,” or “Passenger”) and Umrah & Hajj Travels (“Company,” “We,” “Us,” or “Our”). By accessing our website, making a booking, or using any of our services, you acknowledge that you have read, understood, and agree to be bound by these terms.
These Terms and Conditions apply to all services offered by Umrah & Hajj Travels, including but not limited to taxi services, transport bookings, airport transfers, intercity travel between Makkah, Madinah, and other Saudi Arabian cities, and any related services accessed through our website (umrahhajjtravels.com), WhatsApp, phone, email, or in person.
If you do not agree with any part of these Terms and Conditions, you should not use our services. Your continued use of our services constitutes acceptance of these terms.
We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any modifications indicates your acceptance of the updated terms. We encourage you to review these terms periodically to stay informed of any changes.
2. Eligibility and User Responsibilities
2.1 Age and Legal Capacity
By using our services, you represent and warrant that you are at least 18 years of age and possess the legal capacity to enter into a binding contract. If you are under 18, you may only use our services with the express permission and supervision of a parent or legal guardian.
2.2 Accurate Information
You agree to provide accurate, current, and complete information when making a booking or contacting us. This includes your name, phone number, email address, pickup and drop-off locations, travel dates and times, and any special requirements. You are responsible for maintaining the accuracy of your information and notifying us immediately of any changes.
2.3 Lawful Use
You agree to use our services only for lawful purposes and in a manner that does not violate any applicable laws, regulations, or the rights of others. You agree not to use our services for any illegal activities, including but not limited to human trafficking, smuggling, or any activities that violate Saudi Arabian law.
3. Booking and Reservation Terms
3.1 How to Book
You can book our taxi and transport services through multiple channels:
•Our website at www.umrahhajjtravels.com
•WhatsApp at +966 58 120 0145
•Phone at +966 12 XXX XXXX
•Email at bookings@umrahhajjtravels.com
•In person at our office
When you make a booking, you are requesting a taxi or transport service for the date, time, and route you specify. A booking is confirmed only when we send you a confirmation message with driver details, vehicle information, and estimated pickup time.
3.2 Booking Confirmation
Once your booking is confirmed, you will receive a confirmation message containing:
•Driver’s name and phone number
•Vehicle details (type, color, license plate)
•Estimated pickup time
•Total fare amount
•Any special instructions or notes
Please save this confirmation for your records. If you do not receive a confirmation within 30 minutes of booking, please contact us immediately.
3.3 Cancellation Policy
Free Cancellation: You may cancel your booking free of charge up to 2 hours before your scheduled pickup time. To cancel, contact us via WhatsApp, phone, or email with your booking reference number.
Cancellation with Charges: Cancellations made less than 2 hours before pickup are subject to a cancellation fee of 50% of the total fare. Cancellations made after the driver has begun traveling to your pickup location are subject to a 100% cancellation fee (full fare charge).
No-Show Policy: If you do not appear for your booked taxi at the scheduled pickup time and do not contact us to cancel or reschedule, you will be charged the full fare amount. We will attempt to contact you, but if we cannot reach you, the booking will be considered a no-show.
Exceptions: Cancellation fees may be waived in cases of genuine emergencies, flight delays (with proof), or circumstances beyond your control. Please contact us to discuss your situation.
3.4 Rescheduling
You may reschedule your booking to a different date or time, provided you notify us at least 2 hours before your original scheduled pickup. Rescheduling is subject to vehicle availability. No rescheduling fees apply if done within the 2-hour window.
4. Pricing, Payment, and Fare Terms
4.1 Fare Structure
Our fares are transparent and fixed. We offer the following vehicle options:
Standard Sedan (Toyota Camry or Similar):
•Capacity: Up to 4 passengers
•Fare: SAR 250-300 per vehicle
•Ideal for: Couples, small families, individuals
Premium SUV (GMC or Similar):
•Capacity: Up to 5 passengers
•Fare: SAR 350-400 per vehicle
•Ideal for: Larger groups, families with luggage
Large Van (Hiace or Similar):
•Capacity: Up to 8 passengers
•Fare: SAR 450-550 per vehicle
•Ideal for: Group travel, tour groups
Fares are per vehicle, not per person. The fare covers transportation from your pickup location to your drop-off location as specified in your booking.
4.2 Additional Charges
The following additional charges may apply:
Waiting Time: If you request the driver to wait for you, the charge is SAR 50-75 per hour, billed in 15-minute increments.
Route Changes: If you request a significant change to your route after pickup, additional charges may apply based on the extra distance or time required.
Extra Stops: If you request stops beyond your original drop-off location, charges of SAR 50-75 per stop apply.
Night Surcharge: Bookings between 10 PM and 6 AM may incur an additional 20% surcharge on the base fare.
Peak Season Surcharge: During Hajj season (typically July-August) and major Islamic holidays, fares may increase by 15-30% due to high demand. You will be informed of any surcharges before confirming your booking.
4.3 Payment Methods
We accept the following payment methods:
•Cash: Payment upon completion of your journey
•Bank Transfer: Payment in advance to our registered business account
•Online Payment: Secure payment through our website using credit/debit cards
•Mobile Payment: Payment through Saudi payment apps (Stc Pay, Zain Cash, etc.)
For advance bookings, we may require a 50% deposit with the balance due upon completion of your journey. Payment terms will be clearly communicated when you make your booking.
4.4 No Hidden Charges
We are committed to transparent pricing. The fare quoted is the fare you pay, with no hidden charges. All additional charges (waiting time, extra stops, surcharges) are disclosed before you incur them and require your consent.
4.5 Refund Policy
Refunds are issued in the following circumstances:
•Cancellation within 2 hours: Full refund of any advance payment
•Service not provided: Full refund if we fail to provide the service you booked
•Overpayment: Full refund of any amount paid in excess of the agreed fare
•Cancellation after 2 hours: Refund of 50% of the advance payment (50% cancellation fee retained)
Refunds will be processed within 5-7 business days to the original payment method. For cash payments, refunds are issued immediately upon cancellation.
5. Service Terms and Conditions
5.1 Service Availability
Our services operate 24 hours a day, 7 days a week. However, during extreme weather conditions, traffic emergencies, or circumstances beyond our control, service may be temporarily unavailable. We will make reasonable efforts to notify you of any service disruptions.
5.2 Driver and Vehicle Standards
All our drivers are:
•Licensed and trained professionals
•Familiar with routes between Jeddah, Makkah, Madinah, and other Saudi cities
•Courteous, professional, and respectful of all passengers
•Equipped with basic first aid training
•Subject to regular background checks and vetting
All our vehicles are:
•Regularly maintained and serviced
•Air-conditioned and equipped with modern safety features
•Clean and comfortable
•Insured and registered with Saudi Arabian authorities
•Equipped with GPS navigation and communication systems
5.3 Passenger Conduct and Behavior
You agree to conduct yourself respectfully and lawfully during your journey. Unacceptable behavior includes:
•Being under the influence of alcohol or illegal substances
•Using offensive or abusive language toward the driver or other passengers
•Smoking or using e-cigarettes in the vehicle
•Eating or drinking in the vehicle (except water)
•Damaging or vandalizing the vehicle
•Refusing to comply with the driver’s reasonable requests
•Engaging in illegal activities
Consequences: If you engage in unacceptable behavior, the driver may refuse to continue the journey. You will still be charged the full fare, and we may refuse to provide services to you in the future.
5.4 Luggage and Belongings
We allow reasonable luggage for your journey. For Umrah and Hajj travelers, this typically includes:
•One large suitcase per passenger
•One carry-on bag per passenger
•Personal items (backpack, purse, etc.)
Excess luggage may incur additional charges. We are not responsible for loss, theft, or damage to your personal belongings. We recommend keeping valuable items with you at all times.
5.5 Special Requirements and Accessibility
If you have special requirements, such as child seats, wheelchair accessibility, or medical needs, please inform us when booking. We will make reasonable efforts to accommodate your needs, subject to vehicle availability. Some special requirements may incur additional charges.
5.6 Estimated Travel Times
Travel times provided are estimates based on typical traffic conditions. Actual travel times may vary due to traffic congestion, road conditions, weather, or other factors beyond our control. We are not liable for delays caused by circumstances beyond our control.
6. Liability and Limitation of Liability
6.1 Our Liability
Umrah & Hajj Travels is committed to providing safe, reliable transportation services. However, we cannot be held liable for:
•Delays caused by traffic, weather, road conditions, or other circumstances beyond our control
•Accidents or injuries caused by the negligence or actions of third parties
•Loss, theft, or damage to your personal belongings
•Changes in your travel plans or missed connections due to delays
•Any indirect, incidental, consequential, or punitive damages
6.2 Your Assumption of Risk
By using our services, you acknowledge that travel involves inherent risks. You assume all risks associated with your journey, including but not limited to traffic accidents, road hazards, and weather conditions. You agree to hold Umrah & Hajj Travels harmless from any claims arising from these risks.
6.3 Limitation of Liability
Our maximum liability for any claim arising from our services is limited to the fare you paid for that specific journey. In no event shall we be liable for damages exceeding the amount you paid.
6.4 Insurance
All our vehicles are insured in accordance with Saudi Arabian law. Our insurance covers third-party liability. For passenger injury or vehicle damage claims, please contact us immediately with details of the incident.
7. Intellectual Property Rights
7.1 Website Content
All content on our website, including text, images, logos, graphics, and videos, is the intellectual property of Umrah & Hajj Travels or our content providers. You may not reproduce, distribute, modify, or use any content without our express written permission.
7.2 User-Generated Content
If you submit comments, reviews, or feedback about our services, you grant us a non-exclusive, royalty-free license to use this content for marketing, improvement, and promotional purposes. We may publish your review on our website or social media with your name (unless you request anonymity).
8. Third-Party Links and Services
Our website may contain links to third-party websites, apps, or services. We are not responsible for the content, accuracy, or practices of third-party websites. Your use of third-party services is governed by their own terms and conditions. We encourage you to review the terms of any third-party service before using it.
9. Dispute Resolution and Governing Law
9.1 Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of Saudi Arabia. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts in Jeddah, Saudi Arabia.
9.2 Dispute Resolution Process
If you have a dispute with Umrah & Hajj Travels, please follow this process:
1.Contact Us: Send a detailed written complaint to bookings@umrahhajjtravels.com or call +966 12 XXX XXXX
2.Investigation: We will investigate your complaint within 5 business days
3.Resolution: We will propose a resolution, which may include a refund, replacement service, or other remedy
4.Escalation: If you are not satisfied with our resolution, you may escalate your complaint to the Saudi Arabian Ministry of Commerce or relevant regulatory authority
9.3 Arbitration
For disputes that cannot be resolved through our internal process, both parties agree to submit the dispute to binding arbitration rather than litigation. Arbitration will be conducted in accordance with Saudi Arabian arbitration law.
10. Indemnification
You agree to indemnify, defend, and hold harmless Umrah & Hajj Travels, our officers, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from:
•Your use of our services
•Your violation of these Terms and Conditions
•Your violation of any applicable law or regulation
•Your infringement of any third-party rights
•Your conduct or actions during your journey
11. Termination of Services
11.1 Our Right to Terminate
We reserve the right to refuse service or terminate your account if you:
•Violate these Terms and Conditions
•Engage in illegal activities
•Behave abusively toward our staff or other passengers
•Fail to pay for services rendered
•Provide false or misleading information
•Pose a safety risk to our staff or other passengers
11.2 Effect of Termination
Upon termination, you lose all rights to use our services. Any outstanding payments remain due. We may pursue legal action to recover unpaid amounts.
12. Privacy and Data Protection
Our handling of your personal information is governed by our separate Privacy Policy, which is incorporated into these Terms and Conditions by reference. By using our services, you consent to our collection and use of your information as described in our Privacy Policy.
For more information about how we collect, use, and protect your data, please review our complete Privacy Policy at www.umrahhajjtravels.com/privacy-policy.
13. Compliance with Saudi Arabian Law
13.1 Legal Compliance
You agree to comply with all applicable Saudi Arabian laws and regulations when using our services. This includes but is not limited to:
•Hajj and Umrah visa requirements
•Traffic laws and road regulations
•Laws regarding prohibited items and substances
•Laws protecting public safety and morality
13.2 Government Cooperation
We cooperate fully with Saudi Arabian government authorities and law enforcement. We may disclose your information to authorities if required by law or court order.
14. Modifications to Terms and Services
14.1 Changes to Terms
We may modify these Terms and Conditions at any time. Changes are effective immediately upon posting to our website. Your continued use of our services indicates acceptance of modified terms.
14.2 Changes to Services
We may modify, suspend, or discontinue any aspect of our services at any time. We will make reasonable efforts to notify customers of significant changes.
15. Severability
If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, that provision shall be severed, and the remaining provisions shall continue in full force and effect.
16. Entire Agreement
These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Umrah & Hajj Travels regarding your use of our services. These terms supersede all prior agreements, understandings, and negotiations.
17. Contact Information
If you have questions about these Terms and Conditions, disputes about your booking, or need to exercise your rights, please contact us:
Umrah & Hajj Travels
•Website: www.umrahhajjtravels.com
•Email: bookings@umrahhajjtravels.com
•Phone: +966 12 XXX XXXX
•WhatsApp: +966 58 120 0145
•Office Address: [Your Business Address], Jeddah, Saudi Arabia
We aim to respond to all inquiries within 24 hours during business days and 48 hours during weekends and holidays.
18. Acknowledgment
By booking a taxi or transport service with Umrah & Hajj Travels, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. You also acknowledge that you have reviewed our Privacy Policy and consent to our data practices.