Al Madina Travels (“we”, “us”, “our”) provides taxi and transport services to pilgrims and travellers in Saudi Arabia. This Privacy Policy explains what personal information we collect when you contact us or book a service, how we use it, how long we keep it, and the choices and rights available to you. By using our website or booking a service through WhatsApp, phone, or our website, you agree to the practices described in this policy.

1. Data We Collect

To confirm a booking and arrange your transport, we typically collect the following information directly from you, most often via WhatsApp or our booking forms:

  • Full name
  • WhatsApp number (and/or other contact phone numbers)
  • Email address (where provided)
  • Pickup and drop-off addresses
  • Hotel names for pickup or drop-off
  • Flight numbers (for airport transfers, used for flight tracking)
  • Travel dates and times
  • Passenger count (and any specific requirements, such as wheelchair access or extra luggage space)

We only collect the information that is reasonably necessary to confirm and fulfil your booking. We do not request sensitive information such as payment card details over WhatsApp or unencrypted channels.

2. How We Use Your Data

The information you provide is used solely for the following purposes:

  • Booking confirmation: to confirm the details of your trip, agree a fixed price, and send you confirmation of your booking
  • Driver dispatch: to assign and brief the driver who will carry out your trip, including sharing pickup details, flight information, and passenger count
  • Service quality improvement: to review completed trips, respond to feedback, and improve how we operate — for example, identifying routes or times where additional vehicles are needed
  • WhatsApp booking communications: to communicate with you before, during, and after your trip, including updates on driver arrival, flight delays, and any changes to your booking

We do not use your personal data for unrelated marketing purposes without your consent, and we do not sell your personal data to any third party.

3. Data Retention

We retain booking records, including the information listed in Section 1, for up to 2 years after your service has been completed. This retention period allows us to handle any post-trip queries, resolve disputes, and meet basic accounting and record-keeping needs.

If you would like your personal data deleted before this period ends, you may submit a written request (see Section 6 for contact details), and we will delete your personal data unless we are required to retain certain records for legal or accounting reasons.

4. Third-Party Sharing

We treat your personal data with care and limit sharing to what is strictly necessary to fulfil your booking. Specifically:

  • Your name, contact number, pickup/drop-off details, hotel name, flight number, and passenger count are shared with the driver assigned to your booking, solely for the purpose of locating you, identifying your group, and completing your trip.
  • We do not share your personal data with advertisers, data brokers, or any other third party for marketing purposes.
  • We may disclose information if required to do so by law, or to protect the safety of passengers, drivers, or the public.

5. GDPR Compliance & Your Rights (UK and EU Passengers)

If you are located in the United Kingdom or the European Union, you have specific rights under the UK GDPR and EU GDPR regarding your personal data. These rights include:

  • Right of access: you can request a copy of the personal data we hold about you
  • Right to correction (rectification): you can ask us to correct any inaccurate or incomplete information we hold about you
  • Right to deletion (erasure): you can ask us to delete your personal data, as described in Section 3, subject to any legal retention requirements
  • Right to restrict processing: you can ask us to limit how we use your data in certain circumstances
  • Right to object: you can object to certain uses of your data

To exercise any of these rights, please contact us using the details in Section 6. We will respond to legitimate requests within a reasonable timeframe and without undue delay.

6. Contact for Data Requests

If you have any questions about this Privacy Policy, or wish to exercise any of your data rights (access, correction, or deletion), please contact us at:

Please include your full name and the contact details used for your booking so we can locate your records.

7. Cookie Policy

Our website uses cookies and similar technologies to help us understand how visitors use our site and to improve our services. Specifically, we use:

  • Google Analytics: to understand website traffic, popular pages, and how visitors navigate our site. This data is aggregated and does not directly identify you.
  • Remarketing pixels: we may use remarketing/retargeting pixels (such as those provided by Google or Meta) to show relevant ads to visitors who have previously viewed our website, on other websites and platforms.

You can control or disable cookies through your browser settings at any time. Disabling cookies may affect how some parts of our website function, but will not prevent you from contacting us or making a booking via WhatsApp.

8. Other Languages

This Privacy Policy is published in English. Summaries of this policy in Arabic and Urdu are available on request — please contact us using the details in Section 6 and we will be happy to provide one. In the event of any discrepancy between the English version and a translated summary, the English version shall take precedence.