Preliminary reservation
Submitting the form does not immediately confirm the journey. The customer service representative or branch manager calls to review, approve or reject the request. The ticket and group access QR appear only after approval.
Prices and payment
The calculated price is fixed when the request is created. The Riyadh amount is paid at the selected branch. The disclosed Makkah–Madinah route fee is part of the total and is paid in Makkah before boarding. Makkah-to-Riyadh transport is paid at Number One Hotel 3. No online payment is offered.
Riyadh branch collection stops
The bus may visit one or more Riyadh branches to collect travellers before continuing to Makkah and may therefore not travel directly from the selected branch. The selected branch remains the required meeting point, and operational routing may change without changing the purchased destination or service.
Changes and cancellations
Contact the staff member who confirmed the booking or use the published contact channel to request a change or cancellation. A request does not automatically alter an approved reservation; authorized staff review and record the action.
Operating times
Times and operating instructions may change through an approved notice. If return transport is unresolved, a final ticket is not issued until authorized staff resolves it.
Bus and hotel availability and substitution
Buses, rooms and hotels remain subject to operational availability even after a hotel is selected. Rihla Mumayyazah may change or substitute the selected hotel with another suitable hotel when reasonably needed for a lawful operational reason. A different hotel alone is not a breach where a suitable substitute is provided. Nothing excludes a mandatory right or liability that Saudi law does not permit to be excluded.
Ticket security
Keep the ticket file and code confidential and share them only with the relevant travellers. There is no public recovery by name, phone or identity document. QR access expires seven days after the completed journey.
Boarding, missed-return and responsibility policy
These provisions form part of the Service Terms and apply to each traveller according to the journey actually booked.
Timings and responsibility to attend
The customer and travellers must attend the designated operational meeting point and follow staff instructions. Current check-in and boarding is 4:00 PM for Makkah to Madinah and 12:00 PM for Makkah to Riyadh. For the Madinah visit, the return meeting is 7:00 AM, except Friday when it is directly after Jumu’ah prayer; this is itinerary information, not a separate scan or a promise of an exact bus-departure time. Approved operational instructions may change.
Branch collection stops
The bus may visit one or more other Riyadh branches to collect travellers before continuing to Makkah, so it may not travel directly from the selected branch to Makkah. The selected branch remains the traveller’s required meeting point, and operational routing may change without changing the purchased destination or service.
Missed bus
If a traveller’s ticket has not been scanned for the applicable Makkah-origin event by the end of its service date in Riyadh time, the system records a missed bus after 11:59 PM and a fixed SAR 85 penalty becomes due. No Madinah-origin penalty is created, and the charge does not depend on hotel-bed use. Any replacement journey is subject to operational availability and authorized confirmation.
Journey legs and ticket QR
The QR or ticket code identifies the secure ticket; it does not mean every journey stage is complete. Scannable events are Riyadh to Makkah, then Makkah to Madinah for a visit, or Makkah to Riyadh for a direct return. There is no Madinah-to-Riyadh scan, and confirming a later event does not create another sales commission for the same traveller.
Customer obligations
The customer is responsible for accurate customer and traveller information, valid travel/identity documents, protecting the ticket credentials, timely attendance, following lawful operational instructions, and not misusing the platform, ticket or services. The customer bears costs and losses directly caused by a breach of these obligations to the extent permitted by law.
Indemnity and protection of Rihla Mumayyazah
To the maximum extent permitted by Saudi law, the customer shall indemnify Rihla Mumayyazah, its officers, employees, agents and contracted transport or accommodation providers against claims, losses, penalties, reasonable costs and expenses arising directly from the customer’s or traveller’s breach of these terms, inaccurate information, unlawful conduct, property damage, or a third-party claim caused by the customer or traveller. This indemnity does not apply to the extent liability results from a mandatory legal obligation that cannot be excluded, or from intentional misconduct or gross negligence of the party seeking indemnity.
Limits of responsibility and events outside control
To the extent permitted by law, Rihla Mumayyazah is not responsible for a traveller missing a departure for customer-controlled reasons, loss of personal belongings, indirect or consequential losses, or delay/change caused by traffic, weather, force majeure, competent-authority action, or an independent provider outside Rihla Mumayyazah’s reasonable control. Nothing excludes a mandatory right or liability that Saudi law does not permit the parties to exclude.
Cancellation and refunds
Mandatory cancellation or refund rights apply where required by law. Transport and accommodation services are subject to the specific exceptions and rules applicable to them under Saudi e-commerce and related laws, and confirmed requests remain subject to the operational terms and price snapshot attached to the reservation.
Language and electronic evidence
The terms are provided in Arabic, English, Persian, Urdu, Pashto, Bengali and Hindi to support understanding. To the extent permitted by law, the Arabic version controls if translations conflict. The system records the terms/policy version, language and acceptance time associated with each request, and electronic acceptance is retained as evidence under applicable electronic-transaction rules.