Contractual Terms and Conditions for Rawdah Visit Booking Organisation Service

Last updated: 2026-07-11

Legal reference: In case of any conflict or discrepancy between language versions, the English text of these Terms is the sole legally binding version. Other languages are provided for convenience only.

These Terms form the binding contractual conditions between Rawdah Booking and the Client (an Umrah or Hajj company, travel agency, or group operator). Requesting the service, paying fees, or submitting a visitor data file constitutes express acceptance of these Terms. The English version of these Terms is the sole legal reference; translations are for convenience only.

Preamble: Parties and nature of the contract

“Company” or “Provider” means the operator of Rawdah Booking. “Client” means any Umrah or Hajj company, travel agency, group operator, or other business entity contracting with the Company. This service is not offered to individuals as retail consumers.
The service is a private B2B operational and organisational support service helping the Client prepare visitor data and follow booking procedures through available official systems. It is not a government service and does not represent the Ministry of Hajj and Umrah, Nusuk, or any other official authority.
Any of the following constitutes binding acceptance of these Terms: submitting a request via the website or approved channels; sending a visitor data file; paying any part of the fees; or continuing to use the service after an update to these Terms is published.
These Terms apply from the last-updated date stated above and supersede conflicting prior oral understandings unless otherwise agreed in writing by the parties.

I. Service stages and procedure

Request reception stage The Company receives the visitor data file with the requested booking date and time via approved channels. Receipt alone does not confirm that a booking will be executed.
Account preparation stage The Company reviews received data to a commercially reasonable extent, then creates and prepares visitor accounts in the Nusuk application when conditions are met. Review does not relieve the Client of responsibility for data accuracy.
Availability waiting stage If availability is not offered for the requested date and time, the request is placed in the availability waiting stage without creating an obligation to execute by a fixed deadline.
Booking execution stage Bookings are executed according to order of receipt and queue in the Company’s systems and availability for the requested date and time, subject to operational and regulatory constraints.
Booking delivery stage Executed bookings are delivered no less than twenty-four (24) hours before the visit time whenever operationally feasible, via approved channels. Delivery through those channels constitutes valid notice to the Client.

II. Booking request acceptance and execution conditions

The visitor must hold a valid Umrah visa, tourism visa, or any visa that lawfully allows booking a Rawdah Al-Sharifah visit at the time of request and execution.
Receipt of data and creation of a dedicated Nusuk account for the visitor by the Company is an essential condition for executing and delivering the booking.
The Client must provide an Excel file in the approved template containing visitor data and the requested booking date and time.
The Client must ensure data matches the passport and visa exactly. Any error or omission may cause booking failure with no liability on the Company.
The visitor must not have an existing Nusuk account that conflicts with service execution. If such an account exists, the Client must ensure the visitor cancels it under the instructions at the following link before requesting the service:
The visitor must not have a previous booking or Rawdah visit permit within the last three hundred sixty-five (365) days, or within such period and rules as the competent official authorities impose at the time of execution.
Availability for the requested date and time in the Nusuk application is required; if not available, the request is placed in the availability waiting stage without a guarantee of execution at the requested time.
The Client represents and warrants that it: (a) is a business entity eligible to contract; (b) is lawfully authorised to process and share visitor data with the Company for service performance; (c) will obtain any required visitor consents; and (d) will not use the service for unlawful or misleading purposes.

III. Required visitor data in the Excel file

Full name as stated in the passport.
Nationality as stated in the passport.
Passport number, with digits and letters verified accurately.
Visa number issued by the Saudi Ministry of Foreign Affairs or the competent authority.
Visitor mobile number (optional) to facilitate OTP receipt and account management when needed.
The Client alone is responsible for the lawful basis for sharing personal data with the Company, including any data-protection or privacy duties applicable to the Client in its country or the visitor’s country.

IV. Availability conditions and no guarantee

Booking execution depends on availability in the official systems (including Nusuk) under the authorities that regulate Rawdah visits.
Availability and booking policies are outside the Company’s control. The Company therefore gives no absolute guarantee or fixed success rate for executing any booking or securing any specific slot.
There is no binding or precise information on when new availability opens in Nusuk. Any schedules or indicators shown on the website are indicative and non-binding.
If availability is not offered for the requested date and time, the request is placed in the availability waiting stage. The Client may agree in writing or via approved channels on a different date or time within later availability, without any obligation on the Company to secure a specific slot.
Clients are advised to submit requests as soon as visas are issued and well before the visit. The Company is not responsible for failure to fulfil late requests or requests when availability is not offered.

V. Cancellation, amendment, and refunds

After a booking is executed, cancellation or amendment is possible only to the extent allowed by official systems and remaining capacity, with no obligation on the Company to achieve a particular outcome.
If execution is impossible due to lack of availability or official or technical constraints, the Company notifies the Client via approved channels under the agreed working procedure.
The Company is not responsible for the visitor’s absence after delivery of the booking and has no obligation to rebook or provide compensation in such cases.
The Company is not responsible if official authorities modify, cancel, or refuse entry under a booking, and has no obligation to rebook or provide compensation in those cases.
Unless otherwise agreed in writing: (a) fees are for operational effort and are not a price for a government permit; (b) amounts corresponding to work already performed or non-recoverable costs are not refundable; (c) pre-execution cancellation requests are handled under the commercial agreement with the Client; and (d) failure to execute for reasons beyond the Company’s control does not automatically create a right to a full refund.

VI. Limits of liability, privacy, and indemnity

The data file sent by the Client is the primary reference for providing the service. Conflicts are resolved in favour of the latest approved file received via approved channels.
The Client is fully responsible for the accuracy, completeness, and lawfulness of data sent. Any error, omission, or breach may lead to booking failure or refusal with no liability on the Company.
The Company may refuse, stop, or suspend any request if data is incorrect, incomplete, misleading, harmful, unlawful, or contrary to these Terms, with no liability for such refusal or suspension.
The Company keeps visitor data confidential and uses it only as needed to provide the service, operational support, and legal compliance.
Data is not shared with third parties except as necessary to complete the service (including relevant official systems) or as required by law or competent authority.
The Company’s obligations are limited to exercising commercially reasonable professional care in preparing accounts and pursuing bookings through available official systems. The Company does not guarantee a specific outcome and does not provide services outside those systems.
The created account belongs to the visitor, who may manage it under official platform rules, including by providing a mobile number to the Company to receive OTP when agreed.
The visitor may request deletion of the account created by the Company under available official procedures in order to create an independent account with their own email.
The Company is not responsible for any activity, cancellation, or modification of the booking by any other party with access to the account.
After the account is deleted or handed over to the visitor, full responsibility for managing and using it passes to the visitor or any authorised party, and the Company’s responsibility for that account ends.
The Company is not responsible for technical failures, service interruption, or temporary or permanent unavailability or slowdown of official systems, networks, or other circumstances beyond its reasonable control.
The Company is not responsible for changes to systems, availability or booking policies, or regulatory decisions by authorities governing Rawdah visits that affect the ability to make or use a booking or enter Rawdah.
The Company reserves the right to suspend or discontinue the service temporarily or permanently in the event of technical, regulatory, operational, or security circumstances beyond its reasonable control, notifying the Client via approved channels when practicable.
To the fullest extent permitted by applicable law, the Company’s aggregate liability to the Client for any claim arising from the service or these Terms is limited to the fees actually received by the Company for the disputed request during the thirty (30) days preceding the claim. The Company is not liable for indirect, consequential, loss-of-profit, business, or reputational damages.
The Client shall indemnify and hold the Company harmless from claims, losses, and costs (including reasonable legal fees) arising from: inaccurate visitor data; the Client’s breach of law or third-party rights; misuse of the service contrary to these Terms; or disputes between the Client and visitors or any third party.

VII. Service fees

Service fees are determined by agreement between the Client and the sales team and may be evidenced by a quotation, invoice, or message via approved channels.
A booking request is confirmed for binding execution only after fees are received under the agreed method, unless the Company agrees otherwise in writing.
The Client bears any additional costs resulting from data errors, re-processing, requests to change the booking time after execution, or other extra work requested by the Client.
If visitor data is provided only by visa photos without a structured template file, additional fees may apply for data entry and verification.
Invoices and payment notices issued via approved channels are the reference for amounts due unless the Client objects in writing within five (5) business days of sending.

VIII. Service hours

Weekly holiday: Friday, unless otherwise announced via approved channels.
Usual working days: Saturday to Thursday.
Usual working hours: 10:00 AM to 10:00 PM, Saudi Arabia time, with possible work outside these hours during campaigns or urgent availability windows without creating a permanent obligation.

IX. General provisions

This service aims to help the Client organise Nusuk account preparation and pursue Rawdah Al-Sharifah visit bookings for its visitors within a private operational framework, without replacing official authorities.
Communication through the Company’s approved channels (e.g. a dedicated WhatsApp group or approved email) is the official means for following up on requests and exchanging notices and reports. Notices are deemed received when sent to the contact details provided by the Client.
Booking times for visitors in the same group are coordinated as far as possible within close dates and times, subject to availability, with no commitment to a single time for all visitors.
The Company commits to commercially reasonable professional care and transparency in processing requests in order of receipt, availability, and operational constraints.
The Company sends periodic status reports. A report is deemed approved and the Client deemed to agree to its contents if no written objection is sent via approved channels within one hour of sending. Reports may include, for example: requests received; accounts prepared; bookings executed; and lists of names that could not be executed due to an existing Nusuk account or a previous booking/permit within the last 365 days or under then-applicable official rules.
Submitting a service request, sending data, or paying fees constitutes express acceptance of these Terms, the Disclaimer page, and the related privacy policy.
Any material breach of these Terms may result in refusal of the request, suspension of processing, or cancellation of what can operationally be cancelled, with no liability on the Company for damages caused by the breach.
The Company may amend these Terms at any time. The updated version applies upon publication on the website, and clients are notified via approved channels when practicable. Continued requests after publication constitute acceptance of the amendment.

X. Cookies and site usage data

This website uses cookies and similar technologies for necessary site functions, language preferences, basic security, and aggregated analytics to understand how B2B visitors use the service.
We do not use cookies to sell, rent, or exchange visitor data with third parties for advertising. Technical identifiers are processed in line with the confidentiality principles in these Terms and the privacy policy.
You may control or disable cookies through your browser settings; however, doing so might affect some site features (for example, language selection or form security).

XI. Independence and non-affiliation disclaimer

Rawdah Booking is an independent private service and is not affiliated with, endorsed by, partnered with, or acting as a representative of the Ministry of Hajj and Umrah of the Kingdom of Saudi Arabia, Nusuk, or any related official platform. References to Nusuk or official authorities are descriptive and operational only. Full details are on the Disclaimer page.

XII. Governing law, disputes, and closing provisions

These Terms are governed by and construed in accordance with the laws of the Republic of Cyprus, to the extent not inconsistent with mandatory rules applicable at the Company’s place of establishment or the place of performance of essential obligations.
The parties shall seek amicable settlement of any dispute within thirty (30) days of written notice via approved channels. If amicable settlement fails, the competent courts of the Republic of Cyprus shall have jurisdiction, unless the parties agree in writing to an alternative dispute-resolution method.
Neither party is in breach if performance is prevented by force majeure or an event beyond reasonable control, including official-system outages, decisions of competent authorities, or material infrastructure failures, provided the other party is notified when practicable.
If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in force, and the invalid provision shall be interpreted to the nearest lawful meaning that achieves the intended commercial purpose.
These Terms, together with any quotation, invoice, or later written agreement via approved channels, constitute the entire agreement on their subject matter and supersede conflicting prior understandings unless expressly stated otherwise.
These Terms may be published in multiple languages for convenience. The English version is the sole legal reference and prevails over any translation in case of conflict, ambiguity, or discrepancy. No translation creates independent legal rights or obligations different from the English text.

Resources & Tools

You may view and download the required visitor data file template from the following link: Download template.
The schedule of available slots, updated periodically, can be viewed at the following link: Available slots schedule.
The visitor must not have an existing Nusuk account that conflicts with service execution. If such an account exists, the Client must ensure the visitor cancels it under the instructions at the following link before requesting the service: Account cancellation instructions (by the visitor).
XI. Independence and non-affiliation disclaimer: Disclaimer

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