Booking terms and conditions

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1. Who we are and what we arrange

Hajj Umrah Taxi is an independent international transport booking agency. We introduce customers to vetted, qualified transport partners based in Saudi Arabia and coordinate the accepted booking. We are not a government body, do not represent the Saudi government and do not issue visas, permits or official approvals. The business is Mohammad Shuaib Sakunder, a sole trader trading as Hajj Umrah Taxi. References to "we", "us" and "our" mean that sole-trader business operating under the Hajj Umrah Taxi trading name. The same legal identity must be shown at checkout and on the payment receipt.

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2. Our agency role and transport partners

We search, coordinate and administer transport supplied by independent Saudi-based partner drivers or transport operators. Partners control the live driving operation and are responsible for the driver, vehicle roadworthiness, operating permissions, insurance and safe performance of the transport they accept. We use reasonable selection, document-checking and service-monitoring processes. Nothing in these terms removes any duty that the law places directly on us.

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3. Partner warranties and operating responsibility

A partner accepting a journey warrants that the assigned driver and vehicle hold every licence, operating card, professional credential, registration, inspection and insurance required for that service in Saudi Arabia; that the vehicle is maintained in a safe and roadworthy condition; and that the driver is fit, competent and legally permitted to work. The partner remains responsible for driving decisions, route safety, vehicle custody and compliance during the live transport operation. We may request evidence, suspend assignments or remove a partner, but those controls do not transfer day-to-day operation of the vehicle to us.

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4. Quotations and "or similar" vehicles

A quotation is based on the submitted route, Saudi local date and time, passenger and luggage counts, selected vehicle class, waiting, waypoints and disclosed requirements. Named makes and models are examples followed by "or similar". A substitute must be suitable for the confirmed capacity and service; where that cannot be achieved, we will offer an appropriate remedy, including a free upgrade where available or a refund where the service cannot be supplied.

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5. Payment creates a provisional request

Taking payment does not itself confirm that a driver has accepted the journey. The request is provisional until Hajj Umrah Taxi or the assigned partner accepts it and a confirmation notice is sent. We aim to provide a status update within 1–12 hours. If we cannot arrange the accepted requirements, we will explain the available alternative or refund the affected service.

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6. Customer information and Saudi local time

The customer must provide accurate traveller contacts, exact Saudi addresses, pickup date and time in Saudi Arabia local time, flight or train details where relevant, passengers, children, luggage, mobility equipment and other material requirements. The lead passenger must be reachable. A city name, flight landing time or hotel brand alone may not be enough to operate the journey.

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7. Travel documents and official requirements

Customers are responsible for passports, visas, permits, health requirements, tickets, Nusuk or other official registrations and eligibility to travel or enter a location. General website guidance is not legal, immigration or religious advice. Current requirements must be checked with the relevant Saudi authority or official platform. A Nusuk transport reference, where the confirmed arrangement requires one, is distinct from our booking reference and is issued only after the required operating arrangement is accepted.

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8. Changes, delays, waiting and no-shows

Requested changes are not effective until accepted in the booking record. A different route, time, stop, passenger count, luggage load or vehicle requirement may change the price or availability. Included waiting is stated in the confirmation. Customers must follow the live meeting instructions and contact support promptly if delayed. Fair, disclosed additional waiting or no-show charges may apply where the partner remains committed and the service cannot reasonably be used elsewhere.

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9. Cancellation and refunds

The cancellation bands in our Cancellation and Refund Policy apply from the scheduled pickup time in Saudi local time: free cancellation more than 48 hours before pickup; a 10% cancellation charge from 24 to 48 hours before pickup; and a 15% cancellation charge less than 24 hours before pickup. Any charge is limited to a fair amount reflecting administration and direct committed costs, adjusted where the law requires.

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10. Children, seats and passenger supervision

The booking adult is responsible for entering the correct number and ages of children and requesting the appropriate available child or booster seats. A free or paid seat option is supplied only when it appears in the accepted booking. The responsible adult must supervise each child, check that the provided restraint is suitable before departure and tell the driver immediately if it appears damaged, incorrectly fitted or unsuitable. A partner must not start a journey that cannot be performed lawfully and safely.

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11. Luggage, medical equipment and personal property

Capacity depends on the stated number, size and type of bags, wheelchairs, medical equipment, pushchairs and ZamZam containers. Undisclosed or unsafe loads may require a larger vehicle, price adjustment or refusal where lawful transport is not possible. Passengers remain responsible for valuables and should check the vehicle before leaving. Report lost property promptly; recovery or delivery cannot be guaranteed and a fair direct cost may apply.

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12. Accidents, safety incidents and insurance claims

In an emergency, passengers should contact the Saudi emergency services first and then notify us as soon as reasonably possible. Preserve the booking reference, vehicle and driver details, photographs, medical records and witness information. The operating partner is responsible for the live vehicle and driving service and must maintain applicable insurance. We will preserve our records, support the investigation and provide relevant information to the partner or insurer, but we do not decide an insurer's liability. Nothing in this clause prevents a claim against any party legally responsible for its own act or omission.

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13. Service interruptions outside reasonable control

Flights, weather, roads, traffic controls, crowd measures, security restrictions and official decisions can disrupt transport. We and the partner will take reasonable steps to communicate and mitigate disruption, but cannot promise an unaffected journey where events are outside reasonable control. This does not excuse a failure to use reasonable care or remove rights that cannot lawfully be excluded.

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14. Alternative partners and continuity of service

Where the first intended resource becomes unavailable, we may arrange a suitable replacement through another vetted partner or reputable authorised provider. We remain responsible for accurately administering the booking and communicating the replacement; the replacement operator remains responsible for the vehicle and live driving service it accepts. A materially inferior substitute does not have to be accepted, and statutory remedies remain available.

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15. Our responsibilities as booking agent

We are responsible for using reasonable care and skill in the agency services we perform, including presenting material booking information, taking and reconciling payment, communicating acceptance or rejection, keeping appropriate records, handling support and applying approved refunds. The independent-partner model does not exclude liability for our own negligence, misrepresentation, breach of contract or statutory duty.

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16. Liability and statutory rights

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be limited. Any other exclusion or limitation applies only where fair, transparent and permitted by law, taking account of the service contracted and the party legally responsible for the loss. We are not liable merely because an indirect, consequential or unforeseeable loss follows an event, but this wording does not remove mandatory remedies. Customers should retain suitable travel and medical insurance for losses outside the transport booking.

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17. Complaints, governing law and contact

Raise a problem promptly with evidence so it can be investigated with the assigned partner. The Complaints Policy explains escalation. These terms do not deprive a consumer of mandatory protections available in their country of residence or the place where the transport is performed. Subject to those protections, the laws of England and Wales govern the agency agreement and the courts of England and Wales have non-exclusive jurisdiction. Contact support@hajjumrahtaxi.co.uk.