Terms of Service

1. Acceptance of Terms

By requesting, confirming, or using an UmrahTransit service, you agree to these Terms of Service and any route-specific, package-specific, invoice, WhatsApp, or booking confirmation terms provided to you.

If you book on behalf of other passengers, you are responsible for ensuring they understand the relevant booking, privacy, permit, luggage, pickup, and cancellation requirements.

UmrahTransit is a product of Fakhama Groups LLC, registered at Burj Mawasim, King Fahd Road, Al-Iskan District, Makkah 24342, KSA.

2. Booking Confirmation and Operational Review

A booking request is not operationally final until our team confirms the route, pickup time, vehicle category, passenger count, contact details, price, and availability. Automated website, Noor, or email responses may acknowledge a request but do not override operational confirmation from our team.

We may request additional information before confirming or operating a trip, including flight details, hotel address, passenger names, visa type, visa copy, passport or Iqama information, luggage count, child seat needs, accessibility needs, or special instructions.

3. Payment, Vehicle Lock Deposit, and Chargeback Policy

Pay online by card (20% deposit lock, minimum 50 SAR, or 100% full) or cash on pickup for hotel and city transfers. Deposits secure vehicle allocation; remaining balance is due on arrival.

Airport arrivals booked online need a card lock (20% deposit, minimum 50 SAR, or 100% full) so we can send your captain before you land. Hotel, city, and airport drop-off bookings may still pay cash on pickup.

Advance payments (20% to 30%) secure your vehicle allocation, lock in your seasonal rate, and fund driver dispatch preparations. Deposits are non-refundable in cash once paid.

Filing fraudulent credit card chargebacks after receiving service or cancelling outside the policy window constitutes a breach of contract. Customers agree to resolve all billing inquiries directly through our concierge team.

4. Cancellation, Flexible Rescheduling, and Travel Credits

Advance payments (20%-30%) secure your dedicated vehicle fleet allocation, chauffeur reservation, and official Saudi authority permits (Tasreeh). Advance deposits are not returned as cash. Cancellations requested more than 48 hours prior to scheduled pickup convert 100% of the deposit into a 12-month UmrahTransit Travel Credit for you or your family. Check a live balance at https://umrahtransit.com/credit with the same email and WhatsApp number; the next booking using both contacts receives the credit as payment. Unused credit expires after 12 months and is not refunded. Cancellations inside 48 hours forfeit the deposit to cover vehicle lock-in and driver dispatch. A no-show is different from a cancellation: after 90 minutes from actual landing (or scheduled pickup if there is no flight), if we cannot reach you, staff may close the booking as a no-show. The 20% card lock stays with that booking and is not converted to travel credit. If you paid more than the lock, we may hold the remainder as a 12-month travel credit at our discretion. Flight delays, immigration, and luggage are never treated as a no-show — we track the flight and adjust pickup.

Cancellations requested 48+ hours prior to scheduled pickup convert 100% of your advance deposit into a 12-month UmrahTransit travel credit. Check the balance at https://umrahtransit.com/credit using the same email and WhatsApp number. The next booking that uses both contacts receives the credit as payment. Unused credit expires after 12 months and is not refunded as cash.

Changes to date, time, route, vehicle, passenger count, luggage, pickup point, or drop-off point are subject to availability, pricing review, route feasibility, permit requirements, and driver scheduling.

If a customer is unreachable after the 90-minute wait from actual landing (or scheduled pickup if there is no flight), staff may mark the booking No Show. Flight delays, immigration, and luggage are never a no-show. A no-show does not refund: the 20% card lock stays; if more than the lock was paid, the remainder may be held as a 12-month travel credit at our discretion. Cancelled bookings still follow the cancellation refund rules.

5. Permits, Tasreeh, Documents, and Checkpoints

Saudi routes, holy city access, airports, Hajj/Umrah seasons, hotel zones, checkpoints, and group movements may require documentation, permits, Tasreeh, passenger manifests, visa information, passport information, or other official checks.

For normal days and peak periods, vehicles carrying more than six passengers may be asked by authorities to show passenger information or Tasreeh-related documentation. We may request passport, visa, Iqama, or passenger details when needed to prepare or support these requirements.

Customers are responsible for providing accurate legal names, valid travel documents, visa status, permit status, and other required information. We are not responsible for refusal, fines, delays, route changes, or cancellations caused by missing, incorrect, expired, or invalid customer documents or authority decisions.

6. Service Disruptions Outside Our Control

Makkah, Madinah, Jeddah, airport, Haramain, Haram-area, Ramadan, Hajj, Friday prayer, event, weather, accident, checkpoint, police, road closure, hotel-zone, and crowd-control conditions can change without notice.

We may delay, reroute, change pickup points, change drop-off points, use alternative roads, reschedule, or cancel a booking where required for safety, legal compliance, authority instruction, road closure, access restriction, severe traffic, vehicle breakdown, driver illness, operational disruption, or circumstances outside our reasonable control.

7. Vehicles, Upgrades, Downgrades, and Substitutions

Vehicle images, model names, and categories are representative. We aim to provide the booked vehicle or a similar suitable vehicle, but exact model, color, plate, or layout may vary.

If a selected vehicle becomes unavailable due to maintenance, accident, delay, fleet shortage, road restrictions, partner availability, or other operational reasons, we may provide a similar vehicle, an upgraded vehicle, a downgraded vehicle with price adjustment where appropriate, multiple vehicles, or an alternative transport solution.

Customer safety, legal compliance, passenger count, luggage capacity, and route feasibility take priority over exact vehicle preference.

8. Independent Concierge Intermediary & Third-Party Carriers

UmrahTransit is a digital travel concierge platform and trade name operated by Fakhama Groups LLC. We coordinate ground transportation with officially licensed transport companies, commercial fleet operators, and authorized chauffeurs across the Kingdom of Saudi Arabia.

Fakhama Groups LLC acts as an authorized booking agent and intermediary. Direct ground transportation services are fulfilled by licensed third-party transport operators complying with Saudi Public Transport Authority (TGA) regulations. Fakhama Groups LLC carries zero vicarious liability for carrier operational delays, driver traffic infractions, checkpoint delays, or force majeure events.

9. Customer Responsibilities

Customers must provide accurate booking details, keep their phone reachable, arrive at the agreed pickup point, monitor WhatsApp/email updates, provide required documents promptly, follow driver and authority instructions, and ensure luggage/passenger counts match the booked vehicle.

Customers must not request illegal transport, unauthorized entry, checkpoint bypassing, false permit information, unsafe loading, over-capacity travel, or any action that violates Saudi law or authority instructions.

10. Lost Items and Personal Belongings

Passengers are responsible for their personal belongings, luggage, valuables, documents, phones, money, jewelry, electronics, Zamzam bottles, and shopping bags.

If an item is reported lost, we will make reasonable efforts to contact the driver, inspect the vehicle if possible, and assist with recovery. We do not accept full responsibility for lost, misplaced, damaged, or stolen belongings unless required by applicable law or clearly caused by proven misconduct under our control.

11. AI, Noor, and Digital Communications

Noor and other AI-assisted tools may help collect details, answer questions, draft replies, summarize bookings, and improve customer experience. AI-assisted information may be incomplete or require human verification.

Official booking terms are those confirmed in your booking confirmation, invoice, payment request, WhatsApp confirmation, or direct communication from our operations team.

12. Liability Limitation

To the maximum extent permitted by applicable law, UmrahTransit is not responsible for indirect, incidental, special, punitive, or consequential losses, including missed flights, missed appointments, missed hotel check-in, missed permits, lost business, emotional distress, replacement travel, or costs caused by events outside our reasonable control.

Where liability is established, our liability is generally limited to the amount paid for the affected service, unless applicable law requires otherwise.

13. Contact

For questions about these terms, booking changes, document requests, cancellation, or service issues, contact bookings@umrahtransit.com or WhatsApp +966 50 443 5616.