Definitions
In these Terms and Conditions, the following definitions apply unless the context requires otherwise:
- "Company", "We", "Us", "Our" means Umrah Ride Service, operating at umrahrideservice.com, reachable at support@umrahrideservice.com and WhatsApp +966 59 180 8498.
- "Customer", "You", "Passenger" means any individual or group who books, uses, or requests a transfer service through our website, WhatsApp, or any other channel.
- "Service" means private vehicle transfers, airport pickups, intercity routes, Ziyarat tours, and any other transportation services offered by the Company within the Kingdom of Saudi Arabia.
- "Booking" means a confirmed reservation for a Service, acknowledged by the Company via WhatsApp or email.
- "Vehicle" means any car, van, minibus, or coaster operated or arranged by the Company including Toyota Camry, H1 Hyundai, Toyota Hiace, GMC Suburban, Chevrolet, and Coaster.
- "Driver" means a licensed and Company-authorised driver assigned to fulfil a Booking.
- "Route" means any agreed point-to-point journey including Jeddah Airport to Makkah, Makkah to Madinah, Madinah to Makkah, Jeddah Airport to Madinah, and any other agreed destination.
- "SAR" means Saudi Arabian Riyal, the official currency of the Kingdom of Saudi Arabia.
- "KSA" means the Kingdom of Saudi Arabia.
- "PDPL" means Saudi Arabia's Personal Data Protection Law issued by Royal Decree No. M/19 dated 9 February 1443H (16 September 2021) and amended by Royal Decree No. M/148 dated 27 March 2023.
Acceptance of Terms
By making a Booking, accessing our website, or communicating with us via WhatsApp or email for the purpose of arranging a transfer, you confirm that:
- You have read, understood, and agree to be bound by these Terms and Conditions in their entirety.
- You are at least 18 years of age or have the consent of a parent or legal guardian.
- You are legally capable of entering into a binding agreement under the laws of the Kingdom of Saudi Arabia.
- If you are booking on behalf of a group, family, or organisation, you confirm you have the authority to bind those individuals to these Terms.
These Terms constitute a binding service contract under the Civil Transactions Law of Saudi Arabia and are consistent with the requirements of the Saudi E-Commerce Law (Royal Decree No. M/126 of 1440H) and the Consumer Protection Law.
Our Services
Umrah Ride Service provides private ground transportation services to Umrah pilgrims, Hajj visitors, and travellers within the Kingdom of Saudi Arabia. Our services include:
- Airport Transfers: Private pickup and drop-off at King Abdulaziz International Airport, Jeddah (KAIA).
- Intercity Transfers: Point-to-point private rides between Makkah, Madinah, and Jeddah.
- Ziyarat Tours: Full-day and half-day guided driver tours to sacred and historical sites in Makkah and Madinah.
- Group Transport: Multi-vehicle coordination for large groups, delegations, and families.
All services are provided on a private, exclusively assigned basis. Vehicles are never shared with other passengers outside your group without your explicit consent.
The Company operates as a booking intermediary. Ground operations in Saudi Arabia are fulfilled by a licensed Saudi-registered transport operator in compliance with the General Authority for Transport (GAT) regulations.
Services are available 24 hours a day, 7 days a week, 365 days a year including during Ramadan, Hajj season, and Saudi public holidays. Availability during peak seasons is subject to prior booking. We strongly recommend booking at least 48 hours in advance during Ramadan and Hajj periods.
Booking & Confirmation
4.1 How to Book
Bookings may be made via:
- The booking form on our website at umrahrideservice.com
- WhatsApp at +966 59 180 8498
- Email at support@umrahrideservice.com
4.2 Booking Confirmation
A Booking is only confirmed when the Company sends a written confirmation via WhatsApp or email. This confirmation will include the assigned driver's name, vehicle type, vehicle plate number, pickup time, and pickup location. No Booking is valid without this written confirmation.
4.3 Accuracy of Information
The Customer is responsible for providing accurate information at the time of booking including full name, WhatsApp number, travel date, pickup location, hotel name, number of passengers, and number of luggage items. The Company shall not be liable for failed pickups or missed services arising from inaccurate or incomplete booking information.
4.4 Booking Amendments
Amendments to a confirmed Booking (change of date, time, vehicle, or route) must be requested via WhatsApp at least 12 hours before the scheduled pickup time. Amendments are subject to vehicle availability and may result in price adjustments which will be communicated before the change is confirmed.
In accordance with the Saudi E-Commerce Law Implementing Regulations, the Company confirms that all material terms of service, pricing, and cancellation policies are disclosed at the time of booking. Confirmation messages constitute the digital contract between the parties.
Pricing & Payment
5.1 Pricing
All prices are quoted in Saudi Arabian Riyals (SAR) unless otherwise stated. Prices shown on the website are indicative estimates. The final confirmed price is communicated via WhatsApp at the time of booking confirmation and constitutes the binding agreed fare.
5.2 Price Inclusions
Unless otherwise stated, quoted prices include:
- Driver fees and fuel for the agreed route
- Parking and toll charges along standard pilgrim routes
- Waiting time at airports (up to 60 minutes after flight landing)
- Standard luggage as specified per vehicle type
5.3 Additional Charges
Additional charges may apply and will be communicated in advance for:
- Waiting time exceeding 60 minutes beyond agreed pickup time (excluding flight delays)
- Route changes or additional stops requested after the journey has begun
- Luggage exceeding the vehicle's stated capacity
- Damage to the vehicle caused by passengers
- Significant detours or additional destinations not included in the original Booking
5.4 Payment Methods
Payment may be made by cash to the driver on arrival, or via an online payment method confirmed at the time of booking. Full payment or an agreed deposit may be required to confirm bookings during peak seasons (Ramadan, Dhul-Hijja).
5.5 VAT
All prices are subject to Value Added Tax (VAT) at the rate applicable in the Kingdom of Saudi Arabia (currently 15%) where applicable. VAT will be clearly stated in the booking confirmation.
In compliance with Saudi Consumer Protection Law and the Anti-Commercial Fraud Law, the Company commits to transparent, accurate, and non-deceptive pricing. No hidden fees will be applied beyond those disclosed at the time of booking confirmation.
Cancellation Policy
| Notice Period Before Pickup | Cancellation Fee |
|---|---|
| More than 24 hours | No charge — full refund of any deposit paid |
| 12 to 24 hours | 25% of agreed fare |
| 6 to 12 hours | 50% of agreed fare |
| Less than 6 hours | 75% of agreed fare |
| No-show (driver arrives, no passenger) | 100% of agreed fare |
6.1 How to Cancel
Cancellations must be communicated via WhatsApp to +966 59 180 8498 or email to support@umrahrideservice.com. Cancellations are effective from the time the Company acknowledges receipt in writing. Verbal cancellations are not accepted.
6.2 Company-Initiated Cancellations
In the exceptional event that the Company is unable to fulfil a confirmed Booking, the Customer will be notified as soon as possible and offered either a full refund of any amount paid or an equivalent replacement vehicle. The Company will not be liable for any consequential losses including missed flights or accommodation costs.
Pursuant to Article 12 of the Saudi E-Commerce Law Implementing Regulations, transportation services are explicitly exempt from the standard 7-day right of return applicable to other e-commerce purchases. The cancellation policy above constitutes the binding terms for this service category.
Passenger Obligations
By using our services, passengers agree to the following obligations:
7.1 Conduct
- Passengers must conduct themselves in a respectful, lawful, and courteous manner toward the driver and other passengers at all times.
- Abusive, threatening, or violent behaviour toward drivers will result in immediate termination of the journey without refund.
- Passengers must comply with all instructions given by the driver for safety purposes.
7.2 Saudi Law & Islamic Conduct
- All passengers must comply with the laws, regulations, and customs of the Kingdom of Saudi Arabia at all times.
- Respectful attire in accordance with Saudi dress guidelines is required, particularly in and around the holy cities of Makkah and Madinah.
- Consumption of alcohol or controlled substances in or around Company vehicles is strictly prohibited and constitutes a criminal offence under Saudi law.
- Smoking in vehicles is strictly prohibited. A cleaning charge of SAR 200 will apply.
7.3 Punctuality
Passengers must be ready at the agreed pickup location at the confirmed time. The driver will wait up to 30 minutes beyond the agreed pickup time (or 60 minutes for airport pickups following flight landing). Beyond this period, the journey may be cancelled and the cancellation policy will apply.
7.4 Luggage
Passengers must not carry items that are prohibited under Saudi law or Umrah regulations. The Company shall not be liable for any confiscation of items by Saudi customs or religious authorities. Luggage limits per vehicle are as follows:
| Vehicle | Max Passengers | Max Luggage Bags |
|---|---|---|
| Toyota Camry | 4 | 3 |
| H1 Hyundai | 7 | 10 |
| Toyota Hiace | 11 | 16 |
| GMC Suburban | 7 | 8 |
| Chevrolet | 7 | 8 |
| Coaster | 15 | 20 |
Driver & Vehicle Standards
The Company commits to the following standards in compliance with the General Authority for Transport (GAT) regulations and Saudi traffic laws:
- All drivers hold valid Saudi driving licences and are authorised to provide commercial transport services.
- Vehicles are maintained, insured, and inspected in accordance with Saudi vehicle standards.
- Vehicles are clean, air-conditioned, and roadworthy at the time of each journey.
- Drivers are prohibited from using mobile phones while driving.
- Drivers must comply with all Saudi traffic regulations including speed limits, particularly on the Makkah–Madinah highway.
- The Company reserves the right to substitute a vehicle of equivalent or superior class in the event of a mechanical issue, without penalty.
Delays & Flight Changes
For airport transfer bookings, the Company monitors incoming flights in real time. In the event of a flight delay:
- The driver will be notified automatically and will adjust the pickup time accordingly.
- No additional waiting charge will apply for delays caused by the airline or airport.
- If the flight is cancelled entirely, the Customer must notify the Company via WhatsApp as soon as possible to reschedule. The standard cancellation policy applies if no alternative date is agreed within 24 hours.
For non-airport bookings, the Company is not responsible for delays caused by Saudi road conditions, Haram zone traffic, security checkpoints, or Acts of God. In the event of significant unavoidable delays, the Company will communicate proactively.
Liability & Indemnity
10.1 Limitation of Liability
To the fullest extent permitted by Saudi law, the Company's total liability to any Customer for any claim arising from or related to a Service shall not exceed the total amount paid by the Customer for that specific Booking.
10.2 Exclusions
The Company shall not be liable for:
- Loss, damage, or theft of personal belongings or luggage
- Missed flights, missed connections, or missed Umrah appointments caused by traffic delays, road closures, or events outside the Company's control
- Personal injury or death caused by the passenger's own negligence
- Indirect, consequential, or special damages of any nature
- Actions or omissions of Saudi government authorities, customs officers, or religious police
10.3 Passenger Indemnity
The Customer agrees to indemnify and hold harmless the Company from any claims, losses, or damages arising from the passenger's breach of these Terms, violation of Saudi law, or misconduct during the journey.
Nothing in these Terms limits liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, as required by Saudi law.
Prohibited Conduct
The following are strictly prohibited and may result in immediate termination of service and/or reporting to Saudi authorities:
- Carrying, consuming, or being under the influence of alcohol or controlled substances
- Transporting prohibited goods or contraband under Saudi customs law
- Verbal or physical abuse of drivers or Company representatives
- Any form of harassment, discrimination, or behaviour contrary to Islamic values within the holy cities
- Attempting to enter Makkah or Madinah without valid Umrah or Hajj permits where required
- Use of our service to facilitate any unlawful activity under Saudi law
- Providing false or misleading information to secure a booking
Islamic & Saudi Law Compliance
The Company operates within and is fully subject to the laws, regulations, and orders of the Kingdom of Saudi Arabia, including:
- The Basic Law of Governance (Royal Decree No. A/90)
- The Anti-Commercial Fraud Law — GCC Unified Law No. 20/2019
- The E-Commerce Law — Royal Decree No. M/126 of 1440H
- The Personal Data Protection Law (PDPL) — Royal Decree No. M/19 of 1443H, amended M/148
- The Consumer Protection Law as administered by the Ministry of Commerce
- General Authority for Transport (GAT) regulations governing commercial transport operators
- Ministry of Hajj and Umrah regulations concerning pilgrim transport services
- Saudi Traffic Law (Royal Decree No. M/68) and its amendments
- Anti-Cyber Crime Law (Royal Decree No. M/17 of 1428H)
All business conduct, contracts, and service delivery by the Company shall be consistent with Islamic Sharia principles as applied in the Kingdom of Saudi Arabia.
Force Majeure
The Company shall not be in breach of these Terms or liable for any delay or failure to perform its obligations if such delay or failure is caused by circumstances beyond its reasonable control, including but not limited to:
- Acts of God, natural disasters, extreme weather, floods, or earthquakes
- Acts of terrorism, war, civil unrest, or national emergencies
- Saudi government orders, curfews, road closures, or security operations
- Haram zone access restrictions imposed by Saudi authorities
- Pandemic or public health emergencies declared by the Saudi Ministry of Health
- Strikes or industrial action affecting fuel, roads, or airports
In a Force Majeure event, the Company will notify the Customer promptly and will use reasonable efforts to reschedule or refund.
Dispute Resolution
In the event of a dispute arising from or in connection with these Terms or our Services, the parties agree to the following process:
- Direct Resolution: The Customer should first contact the Company via WhatsApp or email to resolve the issue informally. The Company commits to responding within 48 hours.
- Ministry of Commerce: If informal resolution fails, the Customer may file a complaint with the Saudi Ministry of Commerce and Investment via mc.gov.sa or the Consumer Protection Portal.
- Governing Law & Courts: These Terms are governed by the laws of the Kingdom of Saudi Arabia. Any unresolved dispute shall be subject to the exclusive jurisdiction of the courts of the Kingdom of Saudi Arabia.
You have the right to contact the Consumer Protection Association (CPA) or the Ministry of Commerce consumer complaints portal at any time. Nothing in these Terms waives your statutory rights under Saudi consumer protection legislation.
Amendments to Terms
The Company reserves the right to amend these Terms and Conditions at any time. Updated Terms will be published on this page with a revised effective date. Your continued use of our services after any such amendment constitutes your acceptance of the updated Terms. We recommend reviewing this page periodically.
For Bookings made prior to any amendment, the Terms in force at the time of booking shall apply unless the Customer agrees to the updated Terms in writing.
Contact Us
For any questions, complaints, or service requests relating to these Terms, please contact us through any of the following channels:
Umrah Ride Service
Introduction
Umrah Ride Service ("Company", "we", "us") is committed to protecting your personal data in full compliance with Saudi Arabia's Personal Data Protection Law (PDPL), issued by Royal Decree No. M/19 dated 16 September 2021 and amended by Royal Decree No. M/148 dated 27 March 2023, and its Implementing Regulations issued by the Saudi Data and Artificial Intelligence Authority (SDAIA).
This Privacy Policy explains what personal data we collect, why we collect it, how we use and protect it, and what rights you have over your data. It applies to all users of our website, WhatsApp booking channel, and any other service touchpoint operated by the Company.
The PDPL applies to any entity processing the personal data of individuals in Saudi Arabia, regardless of where that entity is located. This Policy reflects those obligations in full.
Legal Basis for Processing (PDPL)
Under the PDPL, we process your personal data on the following legal bases:
| Legal Basis | When We Rely on It |
|---|---|
| Contractual Necessity | Processing required to fulfil your booking and deliver the transport service |
| Legitimate Interest | Improving our services, preventing fraud, and communicating about your booking |
| Legal Obligation | Compliance with Saudi tax law, GAT transport regulations, and SDAIA requirements |
| Consent | Marketing communications and optional data uses — consent may be withdrawn at any time |
Personal data shall be processed for a specific, clear, and lawful purpose. Data collected shall be limited to what is necessary for the purpose for which it was collected (data minimisation principle).
Personal Data We Collect
3.1 Data You Provide to Us
- Identity Data: Full name, passport number (if required for Haram zone entry coordination)
- Contact Data: WhatsApp number, email address
- Booking Data: Travel date, pickup time, pickup location (hotel name/address), destination, number of passengers, vehicle preference
- Payment Data: Payment method preference (cash/online), partial payment records. We do not store full card details — any online payment is processed by a PCI-DSS compliant payment gateway.
- Communication Data: Records of WhatsApp and email communications for booking coordination and dispute resolution
3.2 Data We Collect Automatically
- Usage Data: IP address, browser type, pages visited, time spent on site (collected via cookies — see Section 9)
- Device Data: Device type and operating system for website functionality
3.3 Data We Do Not Collect
We do not collect and do not require:
- Religious beliefs (beyond the obvious context of Umrah services)
- Racial or ethnic origin beyond nationality
- Biometric data
- Children's data (we do not knowingly process data of persons under 18 without guardian consent)
How We Use Your Data
| Purpose | Legal Basis | Data Used |
|---|---|---|
| Confirming and fulfilling your booking | Contract | Name, contact, booking details |
| Assigning and briefing your driver | Contract | Name, pickup, passengers, luggage |
| Flight tracking for airport pickups | Contract | Flight number, arrival time |
| Sending booking confirmation and reminders | Contract / Legitimate Interest | WhatsApp number, email |
| Processing payment | Contract | Payment preference, booking total |
| Resolving disputes or complaints | Legal Obligation / Legitimate Interest | All booking and communication data |
| Improving our website and services | Legitimate Interest | Usage and device data (anonymised) |
| Compliance with Saudi legal obligations | Legal Obligation | As required by applicable law |
| Marketing (with consent only) | Consent | Name, contact details |
Data Sharing
We share your personal data only where necessary and with appropriate safeguards:
- Assigned Drivers: Your name, phone number, pickup location, and booking details are shared with the driver assigned to your journey — no more than necessary.
- Saudi Transport Operator Partner: Our licensed Saudi-based ground operations partner who fulfils the service receives booking-level data required for service delivery.
- Payment Processors: Where online payment is used, your payment data is processed by a PCI-DSS compliant payment gateway. We do not store card data.
- Saudi Government Authorities: We will disclose personal data to Saudi law enforcement, the General Authority for Transport, the Ministry of Hajj and Umrah, or any other competent Saudi authority when required to do so by law, court order, or regulatory directive.
- SDAIA: As the supervisory authority for the PDPL, SDAIA may request data access in the course of enforcement or investigation.
We do not sell, rent, trade, or otherwise transfer your personal data to any third party for commercial purposes. Your data is used exclusively to fulfil and support your booking.
Cross-Border Data Transfers
As an international-facing service, your data may be processed in jurisdictions outside the Kingdom of Saudi Arabia, including Pakistan (where our booking operations are partly managed). Any such transfer is conducted in full compliance with PDPL Data Transfer Regulations (amended 1 September 2024) and only where:
- The receiving country provides an adequate level of data protection as recognised by SDAIA; or
- Appropriate contractual safeguards (Standard Contractual Clauses approved by SDAIA) are in place with the data recipient.
We maintain records of all cross-border data transfers as required by the PDPL Implementing Regulations.
Data Retention
| Data Type | Retention Period | Reason |
|---|---|---|
| Booking & transaction records | 5 years | Saudi tax & commercial law requirements |
| WhatsApp communication logs | 2 years | Dispute resolution & service quality |
| Website usage data | 12 months | Analytics & service improvement |
| Marketing consent records | Until consent withdrawn + 1 year | Proof of consent under PDPL |
| Complaint & dispute records | 5 years | Legal proceedings limitation period |
After the applicable retention period, personal data is securely deleted or irreversibly anonymised. Anonymised data may be retained indefinitely for statistical purposes.
Your Rights Under the PDPL
Under Saudi Arabia's Personal Data Protection Law, you have the following rights regarding your personal data:
- Right to Access: Request a copy of the personal data we hold about you.
- Right to Correction: Request correction of inaccurate or incomplete personal data.
- Right to Erasure: Request deletion of your personal data where there is no legal basis for continued processing. Note that data required for legal compliance or legitimate dispute resolution may be retained.
- Right to Restriction: Request that we restrict processing of your data in certain circumstances.
- Right to Object: Object to processing based on legitimate interest, including direct marketing.
- Right to Data Portability: Receive your data in a structured, machine-readable format where technically feasible.
- Right to Withdraw Consent: Where processing is based on consent, you may withdraw consent at any time without affecting the lawfulness of prior processing.
- Right to Complain: Lodge a complaint with the Saudi Data and Artificial Intelligence Authority (SDAIA) at sdaia.gov.sa if you believe your rights have been violated.
To exercise any of the above rights, please contact us at support@umrahrideservice.com or WhatsApp +966 59 180 8498. We will respond within 30 days as required by the PDPL.
The Saudi Data and Artificial Intelligence Authority (SDAIA) is the supervisory authority responsible for enforcing the PDPL. Penalties for non-compliance include fines of up to SAR 5,000,000 for serious violations. We take our obligations under this law seriously.
Cookies
Our website uses cookies — small text files placed on your device — for the following purposes:
| Cookie Type | Purpose | Consent Required |
|---|---|---|
| Essential / Strictly Necessary | Website functionality, security, session management | No — necessary for the site to work |
| Analytics | Understanding how visitors use the site (anonymised) | Yes — opt-in consent |
| Marketing / Targeting | Tracking for retargeting or ad personalisation | Yes — explicit opt-in consent |
You may accept or decline non-essential cookies via the cookie consent banner on our website. You can also manage cookies through your browser settings at any time.
In compliance with Saudi E-Commerce Law requirements for website disclosure, this policy constitutes our cookie notice.
Children's Data
Our services are aimed at adults aged 18 and over. We do not knowingly collect personal data from children under 18 without verifiable parental or guardian consent. If you are a parent or guardian and believe your child has provided personal data to us without your consent, please contact us immediately at support@umrahrideservice.com and we will delete such data promptly.
When booking for a family group including minors, the booking adult accepts these Terms on behalf of all passengers including children.
Data Security
In compliance with the PDPL and Saudi Anti-Cyber Crime Law (Royal Decree No. M/17 of 1428H), we implement appropriate technical and organisational measures to protect your personal data including:
- HTTPS encryption on all web communications
- Access controls limiting data access to authorised personnel only
- Secure storage of booking and communication records
- Regular review of security practices
Data Breach Notification
In the event of a personal data breach that is likely to result in risk to your rights, we will notify SDAIA within 72 hours of becoming aware of the breach, and will notify affected individuals without undue delay, as required by the PDPL Implementing Regulations.
Marketing Communications
We will only send you marketing communications (such as promotions, seasonal offers, or service updates) where you have given explicit consent to receive them. In accordance with Saudi E-Commerce Law Implementing Regulations, every marketing message will include an easy opt-out mechanism.
To unsubscribe from marketing communications at any time, simply reply "STOP" to any WhatsApp message or email us at support@umrahrideservice.com. Your opt-out will be processed immediately and no later than 7 days.
Opting out of marketing does not affect service-related communications related to your active bookings.
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or operational needs. When we make material changes, we will update the effective date at the top of this Policy and, where appropriate, notify you via WhatsApp or email.
The version of this Policy in force at the time of your most recent booking shall apply to data collected in connection with that booking. We encourage you to review this Policy periodically.
Contact Us & Data Protection
For all data protection enquiries, requests to exercise your PDPL rights, or complaints about our data practices, please contact us: