Terms of sale

The services presented on this website are sold under the Saudia Keys brand by the company established in Ireland and identified in the legal notice. Your contract is with this company, and it is the company that collects your payment.

They are provided in Saudi Arabia by the Saudia Keys agency in Jeddah, holder of travel and tourism services licence no. 73104933, issued by the Saudi Ministry of Tourism, in the category of tour operator.

You can reach us by email at contact@saudiakeys.com or on WhatsApp at +966507504743.

These terms apply to every booking made on the website. By confirming your payment, you accept them.

Saudia Keys offers, in Saudi Arabia: private tours and excursions, Umrah guidance by a private guide, private transport with a driver, accommodation for Ramadan, and hotel room bookings in Makkah and Madinah, on quotation.

Each service is described on its page: content, duration, what is included and what you need to know. Photos illustrate the service; they are not contractual in every detail.

We do not sell flights, visas or insurance. These remain your responsibility.

Services are provided by our teams or by local partners we select. You have a single point of contact: Saudia Keys.

Prices are shown in euros, all taxes included. The price due is the one displayed when you confirm your payment.

Unless otherwise stated on the service page, the price of a tour, excursion or transport is a price for your group, according to the number of people indicated. Personal expenses, meals not mentioned and tips are not included.

For hotels, the price is shown on the offer sent to you. It covers the whole stay and all the rooms indicated.

Tours, excursions, transport and Ramadan packages: you choose a date and time among those offered, then pay online by card. The slot is held for you during payment, for 30 minutes at most. The booking is firm as soon as the payment is accepted; you then receive a confirmation email with your instructions.

Hotels: you send a quote request, free of charge and with no obligation. We send you an offer valid for 24 hours. Booking and payment terms are detailed in the specific hotel terms, at the end of this page.

Card payments are processed by Stripe, a licensed payment provider. We never have access to your card number.

Times are always given in Makkah time.

More than 10 days before the service: free cancellation, full refund.

From 10 to 4 days before: 20% of the amount is kept.

From 3 days before to the day before: 50% of the amount is kept.

On the day itself, or if you do not show up: no refund.

In a cart with several services, each one follows its own date.

To cancel, message us on WhatsApp or reply to your confirmation email. The refund is made to the payment method used, within 5 to 10 working days.

Ramadan packages cannot be changed or refunded.

This rule reflects the conditions imposed by hotels during Ramadan, a period for which rooms are paid in advance and cannot be resold.

To change a date, a time or the number of people, contact us by email at contact@saudiakeys.com or on WhatsApp at +966507504743. We do our best to accommodate you, subject to availability.

A change requested less than 4 days before the service may be treated as a cancellation followed by a new booking. A change that increases the price requires an additional payment.

If we have to cancel a service, we offer you another date or an equivalent service. If no solution suits you, you are refunded in full for the service concerned.

The same applies when the service cannot take place for reasons beyond our control: weather conditions for trips at sea, decisions of the authorities, closure of or restricted access to a site, force majeure.

The order of the stops on a tour may be adjusted on the day, to take account of crowds, prayer times or instructions from the authorities.

In accordance with European regulations on distance contracts, the 14-day withdrawal period does not apply to accommodation, transport and leisure services provided on a specific date or during a specific period. The cancellation terms described here apply instead.

Formalities: you must hold a valid passport and a visa allowing entry into Saudi Arabia, and comply with the country's entry and stay requirements. A visa or boarding refusal does not give rise to any refund other than those provided for by the cancellation terms.

Access to the holy sites: access to Makkah and to the area of Masjid Nabawi in Madinah is reserved for Muslims. It is your responsibility to make sure every participant can access the places visited.

Information: the names and the number of people you give must be accurate. For hotels, they must match the passports. For a trip at sea, the documents requested must reach us within the stated time, otherwise the permit cannot be obtained.

Punctuality: be at the meeting point on time. A significant delay shortens the service accordingly, and it cannot always be extended. If you do not show up, the service remains due.

Conduct: every participant respects local rules, the instructions of the guide or driver, and the dress expected in places of worship. Minors remain under the responsibility of the accompanying adult.

We are responsible for the proper performance of the services we sell you, whether they are provided by us or by our partners.

We are not liable for the consequences of an act attributable to you, the act of a third party unconnected with the service, or force majeure. Nor are we liable for services you buy elsewhere: flights, visas, other accommodation or activities.

Your personal belongings remain in your care during the services.

We recommend that you take out travel insurance covering cancellation, medical expenses and repatriation.

A problem during a service? Report it straight away on WhatsApp at +966507504743: that is where we can best solve it.

Any complaint can also be sent to us by email at contact@saudiakeys.com or on WhatsApp at +966507504743, within 30 days after the service. We reply within 14 days.

Your data is used to process your booking. Details are given in our privacy policy.

These terms are governed by Irish law. If you are a consumer residing in the European Union, you keep the protection of the mandatory rules of your country of residence, and you may bring proceedings before the courts of that country.

If any clause were held unenforceable, the others would remain in force.

Every booking is 100% confirmed with the hotel and the room is paid in full before you arrive. This way you avoid the unpleasant surprises that free-cancellation bookings can bring during busy periods.

Our offers are valid for 24 hours. Prices are in euros, all taxes included, for the whole stay and all the rooms shown. Minimum stay of 3 nights; requests must be made at least 72 hours before arrival.

Once you have made your choice, we check availability with the hotel and get back to you within 24 hours.

By card: the amount is held on your card when you book. It is only charged if the room is confirmed. Otherwise, it is released and you are not charged.

By bank transfer: once the room is confirmed, we send you our bank details. The transfer must be made within 24 hours; after that, the booking is cancelled and the room released.

You then receive a confirmation, followed by your voucher. An invoice is available on request.

More than 15 days before arrival: free cancellation.

From 15 days to 72 hours before arrival: 20% of the total amount is kept.

Less than 72 hours before arrival, or if you do not show up: no refund.

Depending on the period, some offers cannot be changed or refunded. This is then clearly stated on the offer, before you book.

Bookings for stays during the month of Ramadan cannot be changed or refunded.

A confirmed booking cannot be changed online. For any request, contact us on WhatsApp.

Names must be exactly as shown on the passports. A mistake may lead to the hotel refusing check-in.

Some hotels offer double rooms with extra bed(s) rather than true triple or quad rooms. Children under 6, two per room at most, do not get their own bed; their breakfast is free.

Check-in from 4 pm, check-out at 12 pm. A late check-out may be charged as an extra night by the hotel.

You have nothing to pay on arrival. Some hotels may ask for a deposit, returned when you leave.

The hotel's confirmation number is sent to you on WhatsApp 24 hours before your arrival. In any case, your booking can always be found under the traveller's name.

In accordance with European regulations, the 14-day withdrawal period does not apply to accommodation services provided on a specific date. The cancellation terms above apply.