Terms of service
Our role: We operate a UK-based marketing, booking and coordination platform. We advertise visitor experiences and facilitate bookings with independent local partner guides in Saudi Arabia. We research and develop the principal itineraries, select and onboard partner guides, manage booking administration, communicate with customers and monitor service feedback. We do not personally conduct tours or provide transportation in Saudi Arabia. Where transportation is included, it is supplied separately through a local third-party transportation provider.
Booking and Payment: Prospective clients shall initiate the reservation process with the remittance of a non-refundable deposit, securing their booking. Full monetary settlement is mandatory prior to the initiation of the prescribed tour.
Cancellation and Refund Policy: All bookings are final, and all payments, including deposits, are non-refundable under any circumstances. We encourage clients to confirm their plans before booking to avoid any inconvenience.
Lateness Policy: Punctuality is essential for the smooth operation of our tours. Clients who arrive more than 20 minutes late risk having the tour cancelled at the guide's discretion, with no refund of the deposit. If the guide chooses to proceed with the tour despite the delay, an additional fee of £20 will be charged for the extra waiting time. Furthermore, the guide reserves the right to adjust the itinerary as needed to ensure the tour can be completed within the allotted time frame.
Conduct and Respect: Patrons are expected to adhere to a code of conduct marked by deference to the guide, fellow participants, and the sanctity of visited cultural sites. Any manifestation of disruptive comportment, disrespect, or contravention of local statutes will lead to the immediate cessation of the tour sans reimbursement.
Liability: Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.
Independent local providers remain responsible for performing their respective on-the-ground services. Customers are responsible for following reasonable safety instructions, local laws and directions issued by the competent authorities.
We are not responsible for loss caused solely by a customer’s own conduct, failure to follow reasonable instructions, undisclosed requirements or circumstances genuinely outside our reasonable control. Any limitation applies only to the extent permitted by law.
Itinerary Changes: The tour guide retains the prerogative to modify the tour itinerary consequent to unforeseeable circumstances or external exigencies. Clients shall receive prompt notification regarding any such alterations.
Health and Safety: Clients are obligated to prioritize their health and safety during the tour. Any antecedent medical conditions necessitate disclosure to the guide prior to the tour's initiation.
Photography and Recordings: Clients are authorized to engage in personal photography for non-commercial purposes. Professional or commercial photography necessitates prior explicit authorization from the guide.
Intellectual Property: Content and information dispensed by the guide during the tour are proprietary in nature and may not be utilized for commercial purposes without explicit consent.
Feedback and Complaints: Clients are encouraged to give constructive feedback on the tour experience. Any grievances or complaints merit expeditious reporting during the course of the tour or within 24 hours post its conclusion.
Termination of Services: The tour guide retains the right to unilaterally terminate the tour in the event of client non-compliance with the stipulated terms and conditions, without recourse to reimbursement.
By booking a tour with ‘The Haramayn Guide’, customers acknowledge that they have read, understood, and agreed to the above terms and conditions.