Al Madina Travels (“we”, “us”, “our”) provides taxi and transport services to pilgrims and travellers across Saudi Arabia. These Terms and Conditions (“Terms”) apply to every booking made with us, whether arranged via WhatsApp, email, phone, or our website. By confirming a booking, you (“the passenger”, “you”) agree to be bound by these Terms.

1. Booking Confirmation

A booking is only considered confirmed, and binding on both parties, once it has been confirmed in writing — via WhatsApp message or email — by both Al Madina Travels and the passenger. A valid confirmation must include:

  • The agreed price
  • The vehicle type
  • The date and time of pickup
  • The pickup and drop-off locations

Verbal agreements, or messages that do not include all of the above details, do not constitute a confirmed booking. We recommend keeping a copy of your written confirmation for your records, as it forms the basis of the agreement between us for that trip.

Tip: If any detail of your trip changes after confirmation — for example, a flight delay, a change of hotel, or an additional passenger — message us as soon as possible so we can update your confirmed booking accordingly.

2. Cancellation Policy

We understand that travel plans can change, particularly around flights and group arrangements. Our cancellation policy is as follows:

  • 48 hours or more before pickup: full refund
  • 24–48 hours before pickup: 50% refund
  • Within 24 hours of pickup: no refund, except in the case of a documented medical emergency

For documented medical emergencies, we ask that you provide reasonable supporting documentation (such as a hospital admission note or medical certificate) so that we can process a refund or reschedule your booking at no additional cost. Cancellations should be sent in writing via WhatsApp or email, and the time of cancellation is recorded as the time the message is sent and received.

3. Driver Waiting Time

We allow a reasonable amount of free waiting time at both ends of your trip, recognising that arrivals — especially at airports — do not always run exactly on schedule:

  • Airport pickups: 30 minutes free waiting time after your flight has confirmed landing
  • Non-airport locations (hotels, the Haram, residences, etc.): 15 minutes free waiting time from the agreed pickup time
  • Additional waiting time: charged at SAR 50 per additional 30 minutes (or part thereof) beyond the free waiting periods above

If you anticipate needing significantly more time — for example, due to slow immigration processing or an unexpected delay — please message your driver or our WhatsApp support as early as possible so we can plan accordingly.

4. Passenger Conduct

To keep our vehicles clean, comfortable, and safe for every passenger, we ask all passengers to observe the following during their trip:

  • No smoking inside any vehicle, including e-cigarettes and vaping devices
  • No staining food or beverages that could damage the vehicle’s seats or interior — sealed drinks and non-staining snacks are generally fine
  • Care of the vehicle interior: please treat the vehicle as you would your own, and let your driver know promptly if anything is spilled or damaged so it can be addressed
  • Respectful conduct toward the driver: our drivers are expected to treat passengers with courtesy and respect, and we expect the same in return

Where damage to a vehicle results from a breach of these conduct guidelines, we reserve the right to charge reasonable cleaning or repair costs to the passenger responsible.

5. Liability

Al Madina Travels will always make every reasonable effort to ensure your trip runs on time and as planned. However, we are not liable for delays or disruptions caused by circumstances beyond our reasonable control, including but not limited to:

  • Traffic congestion or road accidents not involving our vehicle
  • Weather conditions affecting road or flight schedules
  • Road closures, diversions, or checkpoints imposed by authorities
  • Crowd-related delays during peak pilgrimage periods (Ramadan, Hajj season)

While we cannot control these external factors, we commit to proactive communication — if we become aware of a delay affecting your trip, we will contact you via WhatsApp as soon as possible to keep you informed and discuss any necessary adjustments.

6. Force Majeure

Neither party shall be held liable for any failure or delay in performing their obligations under these Terms where such failure or delay results from circumstances beyond that party’s reasonable control, including but not limited to acts of God, natural disasters, war, civil unrest, government action, public health emergencies, strikes, or widespread infrastructure failures. In such circumstances, both parties will act in good faith to reschedule, refund, or otherwise resolve the affected booking as fairly as possible.

7. Governing Law

These Terms, and all services provided by Al Madina Travels, are governed by and operate in accordance with the transport regulations of the Kingdom of Saudi Arabia. Any matters not addressed within these Terms will be interpreted in line with applicable Saudi Arabian law and regulation governing private transport and tourism services.

8. Dispute Resolution

If you have a complaint or dispute relating to a booking or service, we ask that you first contact us directly at info@xaliosoft.com so that we can attempt to resolve the matter internally. Most issues can be resolved quickly through direct communication, and we are committed to addressing concerns fairly and promptly.

If a dispute cannot be resolved through this initial process, it will be addressed in accordance with the governing law set out in Section 7.