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.

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 and Advance Payment

Payment is normally collected by cash or bank transfer. For high-demand dates or selected airport pickups, we may request advance payment to secure vehicle allocation.

Airport pickups do not always require advance payment, but we may request advance payment to secure the booking, especially during peak seasons, late-night arrivals, or limited fleet availability.

If advance payment or a deposit is requested, the booking may remain unconfirmed or may be released until payment is received or otherwise agreed by our operations team.

4. Cancellation, Changes, and No-Shows

Bookings can be cancelled free of charge up to 48 hours before the scheduled pickup time. Cancellations inside 48 hours are reviewed by our operations team and may not be refundable.

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, provides incorrect pickup information, does not arrive at the agreed pickup point, or fails to provide required documents or details, the booking may be treated as delayed, changed, cancelled, or no-show depending on circumstances.

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. Third-Party Partners and Contractors

To meet demand, expand coverage, or protect customer schedules, UmrahTransit may coordinate with trusted transport partners, licensed operators, contractors, or independent drivers.

We try to maintain our service standards through partner selection, instructions, and follow-up. However, partner mistakes, delays, vehicle changes, communication issues, or service failures can occur. We will investigate issues and take reasonable corrective action, but we cannot guarantee perfect performance by every third party in every circumstance.

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.