motawif

TERMS OF USE & SERVICE

Terms and Conditions

Article 1:

By accepting the Terms of Use of the Platform, you accept all terms and conditions related to the services provided by Motawifs Company for the pilgrims of Turkey, Europe, America, and Australia (the "Company" ) and agree to comply with these terms and conditions, and any amendments that may occur thereto at any time, and if you do not agree to these Terms of Use, you must not use the Platform.

Article 2: Privacy Policy:

It sets out the terms on which we process the personal data we collect from you or that you provide to us. Using the Platform, you consent to such processing of your data and acknowledge that all data you provide to us is accurate.

Article 3: Cookies:

We may store some utilities on your computer when you visit the Platform, register for any service, or make inquiries. Note that the nature of the information we obtain includes the IP address, the date and time of logging in and access to our site, and the sections of the site visited. The purpose of collecting this information is to monitor the feasibility of using our website for statistical purposes and send you information about the Platform, our new products, and services. You can set your browser to notify you of this information, withhold it, or refuse to receive it. In this case, you may not be able to use all of the Platform's available capabilities.

Article 4: Platform Services:

This online Platform enables you to browse and book Hajj trips and other services related to the Hajj trip (the "Services" ) and pay for them in advance using credit cards, digital wallets, or any other means of payment (the "Payment Methods"), through the following services:

  1. Your submission of a Hajj request through the Platform does not necessarily mean that you will be selected among the pilgrims of this year, but it will automatically qualify you to enter the lottery for this year, and you will be notified via contact numbers and e-mail if you are selected.
  2. Services provided via the Platform include: flight- public utilities- appointing a leader for each group of pilgrims - welcoming and assisting on reception- transport -providing a dry meal upon arrival at the residence - passport keeping service in Al Rifada centers - accommodation - Tawaf- Mashaer services packages - Tafwij for Jamarat- Udhiyah - children services - enrichment services- farewell and departure - customer service.
  3. The services provided by the Company do not include PCR tests within 72 hours and other vaccinations before entering the Kingdom of Saudi Arabia. Services provided by the Company also do not have travel, accident, and medical insurance, which you must purchase before traveling.

Article 5: Payment Terms and Conditions

Motawif will never ask, share or store any Credit Card Details, Bank Login/Password, or Debit Card Details over the phone or email of any customer. In case of payment is flagged by our payment gateway, our team will reach out to you from care@motawif.com.sa You will have to send the front and back sides of the credit card with the CVV number masked to care@motawif.com.sa If you receive any other email purportedly from Motawif requesting your personal or security details, please do not respond to such email. Please forward any Such Emails to care@motawif.com.sa After that, delete the email immediately.

The following channels can make payment for services being offered by Motawif:
  • Online Payment Page on our website
    • Online Payment via a link provided by Motawif Domain
    • Cash Deposit into Motawif bank accounts:
      • GIB Bank, Jeddah Branch
      • Account Number # < enter account number if any >
      • Swift Code # < enter swift code if any >,
      Motawif is not liable if any other mode makes the payment. The User warrants to agree and confirm that when they initiate a payment transaction and/or issue an online payment instruction and provide their card/bank details:
    • The User is fully and lawfully entitled to use such credit/debit card or bank account for such transactions.
    • The User is responsible for ensuring that the card/bank account details provided are accurate.
    • The User is authorizing debit of the nominated card/bank account for the payment of Motawif;
    • The User is responsible for ensuring sufficient credit is available on the nominated card/bank account when making the payment to permit the amount of the dues payable or the bill(s) selected by the User, inclusive of the applicable Fee.
    The User agrees that, to the extent required or permitted by law, Motawif and/ or the Payment Service Provider(s) may also collect, use and disclose personal information in connection with security-related or law enforcement investigations or in the course of cooperating with authorities or complying with legal requirements.
Payment Gateway/Internet Banking Charges

Payment gateway charges will be applicable for payments done through credit/debit cards. Internet banking charges will be applicable for payments done through net banking. These charges will be applicable as per the defined slabs mentioned below:

  • Payment Gateway/Credit / Debit Cards
  • Credit/ Debit Card

    1.95% on Transaction Amount applicable

  • Internet Banking Charges
  • International Bank Transfer
    SAR 100 or USD 30 applicable on Transaction Amount

Payment will be collected in Saudi Riyal. Conversion to your respective local currency would be on the actual exchange rate, and bank charges as per local bank may apply. Please check with your local bank on bank charges.

Method of Payment:
  1. The total value of the service is paid upon confirmation of the booking. You can pay via the Platform using credit cards or digital wallets. We will send you a receipt by e-mail, and all payments you make will be final and non-refundable except as outlined in these Terms and Conditions.
  2. We will keep a record of your orders and payments, and you can view them on your profile.

Article 6: Cancellation and Refund Policies

Category Before entering the Kingdom of Saudi Arabia After entering the Kingdom of Saudi Arabia
Visa fees Non-refundable Non-refundable
Ground services fees Refundable Non-refundable
Holy Mashaer Services fees Refundable Non-refundable
Intercity transportation fees Refundable Non-refundable
Holy Mashaer Services Transportation fees Refunded if visa is not issued Non-refundable
Insurance Services fees Refundable Non-refundable
Online Services fees Non-refundable Non-refundable
Warranty Refundable Refundable (for the remaining value if deducted)
Fees for below services:
  1. Accommodation in Makkah and Madinah
  2. Catering and refreshment (if available)
  3. Aviation services (if available)
  4. Udhiyah services and additional services

- In the event of cancellation before the visa is issued, it shall be refunded

- In the event of cancellation after the visa is issued, it shall be non-refundable

Important notes:

The mentioned fees are subject to pre-announced service providers' policies during the service packages procurement phase.

The due date for returning the amounts of basic services in case of non-entry to the Kingdom of Saudi Arabia shall be at the end of the Hajj on 20/12/1443 after verifying the non-entry until that date by the National Information Center.

Article 7: Amendment Policies

When you request any modification to the service, such as location, date, type of transportation, meals, and any other requests to be made through the Platform, the modification request is subject to the availability of the requested service, and you may be required to pay additional fees that vary depending on the modification requested.

Article 8: Mobility and Baggage Requirements:

  1. The transportation of pilgrims and their luggage is subject to international laws and agreements, and baggage policies vary from one class of travel to another and from one airline to another. Your failure to comply with those policies may result in its non-acceptance on board the aircraft. Baggage permitted to be flown from your home country to Saudi Arabia can be found at the airline link.
  2. Any loss of a baggage shall be the sole responsibility of the airline.
  3. The Platform is not responsible for any change in the flight schedule after the booking is confirmed and the travel ticket is issued, and we will notify you as soon as we receive any prior notice. If it proves difficult to contact you via the phone number or that you are not aware of our e-mails, you will be solely responsible for the resulting consequences. We advise you to check your scheduled flight times 24 hours before departure.
  4. You must complete travel procedures such as checking in and getting your boarding pass no later than 3 hours before departure, as being late for that time is considered a "missed flight."
  5. The Company assumes no responsibility if you are not allowed to board for any reason.
  6. In the event of a flight cancellation, you will be compensated with a new flight ticket for the next nearest flight.
  7. Before traveling, it is advisable to check all the required papers (such as visa and insurance documents and the stopover visa needed for some countries) to prevent problems during travel and obtain all required vaccinations.
  8. Non-conforming baggage may be routed to the cargo baggage platform at an additional charge to be paid directly to the airline after the airline accepts the shipment.
  9. You must comply with the requirements for transporting luggage on various ground transportation means such as buses, locomotives, or cars, and not take luggage contrary to the needs within the multiple means of transport, as your failure to comply with the conditions for transporting luggage may result in its non-acceptance on board the various ground transportation means.
  10. For transportation to and from the Jamarat facility, you must not take luggage, do not go with wheelchairs, and do not take children, but instead put them in their special camp.
  11. If you choose a means of transportation other than a bus, this will incur an additional fee that you pay in advance to the Company or the Service Provider.
  12. The Hajji shall be compensated with accommodation if the nearest flight is not on the same date as the day of travel
  13. The hajji is compensated for the value of the flight class difference if it is converted to a lower class by the airline.

Article 9: Accommodation

  1. When booking via the Platform, you fully comply with and agree to all booking conditions imposed by the accommodation, such as cancellation and non-attendance terms, and any other terms imposed during the accommodation or the booking, including available services or products provided by the accommodation (special additional terms and conditions may be obtained from the Specified Accommodation).
  2. If some of the facilities booked at your request are not available on arrival at your place of residence, the Company will endeavor to provide them or find suitable alternatives as much as possible and to the Client's satisfaction.

Article 10: Disclaimer:

  1. Your use of the Platform or the Services provided by the Service Providers is at your sole risk, and you bear any risks related to that; and we accept no liability in this regard and disclaim all liability to the fullest extent permitted by law.
  2. We are not responsible for any direct or indirect damages, including loss of profits, loss of business, personal injury, property damage that may result directly or indirectly from the use of the Platform or service of the Services, or your inability to access or use the Services.
  3. You agree to indemnify and hold the Platform, its officers, directors, and employees harmless from all claims, losses, liabilities, and expenses (including attorneys' fees) that may arise out of or in connection with your unlawful use of the Services, your violation of any of these Terms, the Platform's use of your User Content, or your violation of the rights of third parties including third-party service providers.
  4. The Company is not responsible for any liability that may occur to you due to your failure to follow the guidelines and circulars issued by the government agencies or the Company. The Company holds no responsibility due to the loss of travel documents and essential documents, and it is recommended to keep them with the Company or Al Rifada centers where they will be necessary to facilitate the procedures and services that the Company provides to pilgrims.

Article 11: Visa:

  1. The visa fee is SAR 300 non-refundable and is valid for three months, and the duration of stay is one month (one entry). Visa fees cannot be refunded after they have been paid to the Ministry of Foreign Affairs for any reason, whether or not the visa has been issued.
  2. To obtain a visa, pilgrims must have separate international passports for each person, including escorts and children, valid for a minimum period of (6) months from applying for a visa.
  3. You do not have the right to claim an extension of the visa period, as the laws applicable in Saudi Arabia do not allow it.
  4. All services must be paid in advance to obtain a visa.
  5. The last date for granting a visa by the Kingdom's embassies abroad is on the 25th of Dhul Qi'dah of each year, which this year corresponds to 06/24/2022 AD.

Health requirements for travelers coming to the Kingdom for Hajj in 2022 AD:

  1. The age of the traveler shall be less than (65) Gregorian years.
  2. Complete immunization with essential doses of (Covid-19) vaccines approved by the Ministry of Health. Please visit the link below for vaccines approved by the Saudi Ministry of Health. https://covid19.cdc.gov.sa/en/vaccinated-definition-dec4/
  3. Submitting the result of a negative (PCR) test for the coronavirus of a sample taken within (72) hours before the departure date to the Kingdom.

Article 12: Complaints:

If you have complaints regarding the Company's direct services or services provided by third parties contracted with the Company, such as accommodation or other services (policies, standards, service, facilities, decoration, food, etc.), you may contact the customer service team via one of the methods mentioned here. Our team will do our best to help you, and the Company will coordinate directly with the service providers to find a mutually acceptable solution. Complaints about additional services are regulated via the terms and conditions of the service provider.

Article 13: Violations:

  1. You shall comply with the laws and regulations of the Kingdom of Saudi Arabia and assume legal responsibility in the event of a violation of the laws. The Platform shall not be liable in the event of problems of any kind or if you are asked to leave for legal reasons.
  2. You must bear all financial consequences and costs if you violate the law or do not follow the instructions. The Company is entitled to direct deduction from the payment method you purchased to pay any fees or fines you incur. These include costs caused by you going to the airport without a passport before the specified booking date or in the event of failure to coordinate with the Al Rifada Center.
  3. You are solely responsible for not catching a flight or other transportation.
  4. You are solely responsible for the loss of your passport, without any liability to the Company, and all fees or fines incurred in issuing a lost passport or other travel documents.

Article 14: Portal Use Policy:

  1. We pay close attention to the Platform, and it is officially approved by the Ministry of Hajj and Umrah to provide the necessary services to individual pilgrims in the countries we are authorized to provide our services. We ensure that it complies with the regulations and legislation of the Saudi Cybersecurity Authority and its application of international data protection legislation. However, we emphasize that you must verify the correct access to the Platform and avoid suspicious sites or links that may try to simulate the Platform's role.
  2. You are responsible for adjusting your IT, computer programs, and platforms to access the Platform and must use special software to protect against electronic viruses.
  3. You must not misuse the Platform or intentionally damage it by posting or attempting to post; viruses or other technologically harmful materials.
  4. You must not seek unauthorized access to the Platform or to the server on which the Platform is stored or any server, computer, or database connected to the Platform.
  5. Your violation of these provisions may be considered a criminal offense under the laws of the Kingdom of Saudi Arabia and/or any other relevant country, and we will report such violations to the competent authorities.

Article 15: Suspension of the Platform:

We do our best to take the necessary measures to make the Platform or any of its contents permanently available and ensure that there is no interruption to the service. However, we may suspend or discontinue any of the Platform's services for any reason we see fit. If the service is suspended or terminated, we will try to notify you.

Article 16: Change of Terms and Conditions

We may amend these Terms of Use from time to time, and each time you use the Platform, you should check the terms and conditions of the Services to ensure that you are aware of them. By using the website, you agree to any changes to the Terms and Conditions.

Article 17: Your Use of the Platform Content:

  1. The Company is the owner of all intellectual property rights in the Platform as well as in the materials published on it (except concerning the services provided by third parties), including, but not limited to, trademarks, trade names, texts, programs, images, drawings, and other materials, and it is protected by intellectual property laws in the Kingdom of Saudi Arabia and most countries of the world.
  2. You may use the information on the site solely for your personal use. No copies, redistribution, retransmission, publication, or commercial exploitation of materials downloaded from the Platform is permitted without our prior permission or the rights holder's permission. You may not make changes or deletions to the author's name, trademark, or intellectual property rights notice. You acknowledge that you do not acquire intellectual property rights by uploading intelligent property-protected materials.
  3. If you print, copy or upload any part of the Platform in violation of the provisions of these Terms of Use, your right to use the Platform will cease immediately, and you will, as we determine, either return or destroy any copies of the materials you have made.
  4. You are prohibited from using any part of the content displayed on the Platform for commercial purposes without a license to do so.
  5. No part of the Platform may be copied or stored on any other website without our prior written consent.

Article 18: General Provisions

  1. Booking services require entering correct data in the designated fields on the Platform, and any manipulation in the validity of the data exposes you to legal accountability, obliges you to compensate the Company for any material or moral losses, and also exposes you to cancel the booking, close the account, and prohibit dealing for any period we deem appropriate.
  2. Your payment for services is a condition for applying for a Hajj visa.
  3. The total price includes all applicable tax fees.
  4. The Company bears the responsibility of following up on cases of lost and hospitalized people and ending the death and burial procedures, God forbid.
  5. These Terms and Conditions shall be governed by the Kingdom of Saudi Arabic laws.
  6. Any controversy relating to the execution, interpretation, or application of these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of the Kingdom of Saudi Arabia.
  7. If any of these Terms are determined to be illegal, unenforceable following the laws of the country in where these Terms are intended to be enforced, to the extent that any of these Terms are unlawful, unenforceable in the country in which these Terms are intended to be implemented, those provisions of the relevant paragraph shall be severed and deleted. The remainder of the Terms and Conditions shall remain in full force and will continue to be binding and enforceable.