Cancellation & Refund Policy
Last updated: July 2026
The short version: you pay on arrival, never in advance. So if you cancel with reasonable notice, there is nothing to refund and nothing to pay. Just tell us as early as you can so the vehicle can go to another pilgrim.
How to cancel or change a booking
Message us on the same WhatsApp thread you booked on, or call +966 54 794 7636. Please include your name and travel date. We will confirm the change or cancellation in writing — if you have not had a reply from us, assume the booking still stands.
Cancellation by you
- More than 12 hours before pickup — no charge whatsoever.
- Less than 12 hours before pickup — no charge in almost all cases. We only ask for a contribution where a driver has already travelled a long distance for your pickup.
- No-show — if nobody is at the pickup point and we cannot reach you, the driver will wait as long as is reasonable before leaving. Repeated no-shows may mean we decline future bookings.
Changes to your trip
Change of date, time, pickup point or vehicle is free of charge, subject to availability. If a change means a larger vehicle is needed, the price difference will be agreed with you in advance — never applied silently.
Flight and train delays
A delay is not a cancellation. We track your flight or train and simply move the pickup — at no extra cost. Please do keep us updated if you know of a long delay.
Cancellation by us
In rare cases we may have to cancel — vehicle breakdown, road closures, weather or restrictions imposed by the authorities. If that happens we will tell you immediately, do everything we can to arrange an alternative vehicle, and you pay nothing.
Refunds
Because payment is taken on arrival rather than in advance, refunds rarely apply. In the exceptional case where you have paid and a refund is due — for example a service we could not deliver — we will return the amount by the same method it was paid, normally within 7 to 14 working days.
If something went wrong
If the service fell short of what we promised, please tell us within 7 days of the trip. We will look into it properly and, where we were at fault, put it right. Contact [email protected] or WhatsApp +966 54 794 7636.