Privacy & Refund Policy
Last updated: October 2026
1. The information we collect
We collect the information you give us when you book: each traveller's name, your email address and phone number, children's ages and your flight details. If you add the eVisa, we also collect a photo of each passport's photo page and a recent photo of each traveller. We use cookies and similar tools, including Google Analytics and advertising pixels, to see how the website is used and improve it. We also keep an anonymous record of how visitors use the site: which pages they open, how long they stay, how far they scroll and what they tap. It is linked to a random ID stored on your device, not to your name, and never includes anything you type. We also work with Microsoft Clarity to see how you use our website through behavioural metrics, heatmaps and session replay, so we can improve it. Clarity collects this data using first- and third-party cookies and other tracking technologies, hides anything you type, and never runs on payment or order pages. For how Microsoft uses this data, see the Microsoft Privacy Statement. Payzaty, our payment provider, processes your card details, and we never store them on our servers.
2. How we use your information
We use your personal information to process your bookings, contact you about them, give you customer support and send you important updates. We may also use it to improve our services, prevent fraud and meet our legal obligations under Saudi law.
3. How long we keep data
We keep your personal information for as long as we need it to provide our services and meet legal requirements. We keep booking records for at least the period the applicable regulations require. We delete eVisa passport files 30 days after your trip, and only our team can see them until then. We keep payment information only as long as we need it to process the transaction and resolve any dispute.
4. Keeping your data safe
We use appropriate technical and organisational measures to protect your personal information from unauthorised access, alteration, disclosure or destruction. We process your data in line with the Personal Data Protection Law (PDPL) of the Kingdom of Saudi Arabia.
5. Cancelling a booking
Each hotel rate has its own cancellation policy, and we show it to you before you pay. Some rates can't be refunded, and others can be cancelled free of charge until a set date. Transfers are fully refundable up to 7 days before you travel, and Ziyarat tours up to 24 hours before they start. The eSIM can't be refunded.
6. When you get a refund
We refund you in these cases: (a) you cancel within the hotel's free cancellation period; (b) the supplier fails to confirm your booking; (c) you cancel a transfer or tour within the times in section 5; (d) you claim under one of our guarantees; (e) you paid too much or were billed in error; (f) any other case where the law or the hotel's policy requires a refund. We send refunds to the payment method you used for the booking.
7. How long a refund takes
Once a refund is approved, it usually takes 5–14 business days to reach you, depending on your bank and payment method. Refunds to digital wallets may take longer to show on your statement. We email you when we start your refund.
8. Refund if a booking fails
Sometimes a booking fails at the supplier after we have taken your payment. This can happen when the room is no longer available, or when the price goes up and you do not accept the new price. In that case we automatically start a full refund to the payment method you used. We tell you by email, and you do not need to do anything.
9. Payment processing fees
Payment providers' processing fees are generally non-refundable once a payment has been processed. If a booking fails and we refund you, we may not be able to recover some of these fees. This does not reduce the refund of your booking amount.
10. Who we share data with
We share only what each party needs to deliver your trip: guest details with the hotel supplier, your name, flight and pickup details with your driver or tour operator, traveller details with our eSIM provider, and passport files with the Saudi eVisa portal when you add the eVisa. We use WhatsApp and email to contact you, and Payzaty to take payment. Every provider works under confidentiality and security obligations. We never sell your personal information.
11. Your data rights
You have the right to access, correct or ask us to delete your personal information. You may also ask for a copy of your data or withdraw your consent to some kinds of processing. To use these rights, contact us using the details below. If you're not satisfied with our reply, you can complain to the Saudi Data and AI Authority (SDAIA).