Terms And Conditions

HAYA TOUR TERMS AND CONDITIONS

 

The Terms and conditions are important as there are strict rules in Saudi Arabia that have to be followed.  Below you will find all the information about our company policies.

  1. BOOKING POLICY
    1. Booking procedure:
      1. Customers can book their tours through the Booking Form on our website or via email to info@hayatour.com.
      2. A Registration Email from us is only notice of registration on a tour.
      3. Once an email notifying you of receipt of your registration has been sent:
      4. You will be asked to read, and agree with, our Terms and Conditions
      5. Payment is required for the trip.
      6. Receipt of your payment to Haya Tour is confirmation that you have read, and agree with, our Terms and Conditions.
      7. We will confirm your payment of a tour by email.
      8. A Confirmation of Payment email confirms your seat on the trip.
      9. Haya Tour cannot be held liable for any computer malfunction of any type.

    2. Tour Classifications:
        1. Haya Tour classifies tours as:
          1. Scheduled Tours: City Tours, One Day Tours, Overnight Tours, Exclusive Tours.
          2. Private Tours: City Tours, One Day Tours, Overnight Tours.
        2. Scheduled Tours are those set out in our Season Schedule of our website.
        3. Private Tours are tailored tours.

    3. Minimum Numbers
      1. Scheduled Tours - All our Scheduled Tours require a minimum number of  6 (six) persons before they can start.
      2. Private City and Day Tours - These tours do not have minimum numbers, they have a minimum price per vehicle with maximum numbers per vehicle.  Price on application.
      3. Private Overnight Tours require a minimum of 4 (four) people.  Price on request.
      4. A minimum of 20 people is required for Haya Tour to organise Private Group Trips.
      5. Please see our Refund Policy for details should we cancel a trip due to lack of numbers.
      6. Haya Tour reserves the right to make discretionary decisions on running tours based on numbers.

    4. Booking Timeframes
      1. All tours must be booked in advance.  The following timeframes apply for Scheduled tours:
        1. City Tours – booked at least 3 (three) calendar days in advance;
        2. Day Trips – booked at least 5 (five) calendar days in advance;
        3. Overnight Trips – booked at least 10 (ten) calendar days in advance.
      2. The following timeframes apply for booking Private Tours:
        1. City Tours – booked at least 4 (four) working days in advance;
        2. Day Trips – booked at least 7 (seven) working days in advance;
        3. Overnight Trips – booked at least 2 (two) weeks in advance.
      3. See our Payment Policy for payment of tours.
      4. Haya Tour reserves the right to make discretionary decisions on accepting bookings based on booking timeframes.

    5.  Accommodation
      1. All accommodation booked through Haya Tour is on a share twin basis.
      2. Clients who require a single room must request it at the time of booking.
      3. Single room requests incur an extra charge.  Price on application.

    6.  Guides
      1. Though we do our best to provide English speaking guides on our scheduled tours, we cannot guarantee their availability.
      2. For private tours an extra cost will be charged if you require an English speaking guide.
        1. We will need to be advised at booking if you require this service.
        2. We do not guarantee your request for an English speaking guide will be filled.

    7. Airfares
      1. We are not a travel agency we cannot hold airline tickets for those tours requiring flights.
      2. If we are given written permission by the guest to book the air tickets we will do so with the following conditions:
        1. We have at least three weeks advance notice to book the tickets;
        2. The guest accepts, unconditionally, the price we get the tickets for;
        3. The guest agrees to pay for the ticket within two days of receiving notice of the tickets purchase from us;
        4. Tickets will be sent once payment has been received;
        5. The guest will pay the 100SAR cancellation fee if they cancel the ticket for any reason.
      3. Without written permission from the guest for Haya Tour to book flights, it is the responsibility of the guest to book and pay for their own tickets as per flights recommended by us for the relevant tours.
      4. It is the responsibility of the guest to obtain recommended flights from Haya Tour.
      5. Haya Tour is not liable for ticket price increases.
      6. If your booked flight misses the advertised start time of the tour, or departs before the advertised end time of the tour, airport transfers become the guests responsibility.

  2. PRICING POLICY
    1. Pricing
        1. Our prices are valid for tours as published in the Season Schedule on our Haya Tour website and on our advertising material.
        2. Rates are quoted in SAR.
        3. Prices may be subject to change at the discretion of Haya Tour.
        4. All prices are for tours only.  They do not include airfares.  Please see(Airfares above).

       

  3. PAYMENT POLICY
    1. Payment method: Cash or bank transfer.
    2. Tour Payments: 
      1. All payments, whether cash or bank transfer, for Scheduled Tours must be completed:
        1. Two (2) days prior to departure for City and Day Tours unless otherwise stated in the trip information received at booking.
        2. Five (5) days prior to departure for Overnight trips.
        1. Within 24 hours of receiving a Confirmation of Registration email for  all tours.All payments for Private Tours must be completed:
      2. Group payments:
        1. A deposit of 25% must be paid by groups 3 weeks (21 days) prior to the trip start date.
        2. The balance to be paid ten (10) days before the start of the tour. 
        3. This does not include payment of airfares which are the responsibility of the group leader unless written permission is expressly given to Haya Tour as per Booking: Airfares.
      3. Payments are for the Tour only.  See Payment Policy (3c) for payment of flight tickets.
      4. Seat availability is guaranteed once a Confirmation of Payment email has been issued from Haya Tour.
    3. Payment of Flight Tickets:
      1. Airfares: See Booking - Airfares 

  4. BOOKING CHANGES POLICY
    1. Change requests by customer:
      1. When the customer needs to change the pick up address or increase the number of participants, or change the date of a tour, he or she must be make the initial request by phone, then follow up by email.
      2. All requests for date changes to a booking must be made by the person who submitted the booking originally.
      3. In the case of private or group tours, a fee of 20% of the tour price will be charged for date changes requested:
        1. less than two(2) calendar days prior to initial tour date for City Tours
        2. less than three (3) calendar days prior to the initial tour date for Day Tours
        3. less than seven (7) calendar days prior to the initial tour date for Overnight Tours.
      4. In all cases the customer is liable for any and all flight ticket change costs and penalties.
      5. Change requests are only confirmed by Haya Tour when the guest receives an email or text, whichever we deem appropriate  
      6. Haya Tour cannot be held liable for phone or computer malfunction or wrong phone numbers. 

    2. Changes by Haya Tour:
      1. Haya Tour reserves the right to cancel, withdraw or alter any tour from that advertised on the website or in our brochures without prior notice;
      2. This includes routes, itineraries, accommodation options, meals and modes of transportation.
      3. Changes in a tour itinerary will be left to the discretion of the tour guide in charge. 

  5. CANCELLATION POLICY
    1. Cancellations by Haya Tour:
      1. Haya Tour reserves the right to cancel any tour without prior notice.
      2. In the case of cancellation due to lack of numbers prior to the start of the tour Haya Tour will notify guests if tours are to be cancelled:
        1. 24 hours from the date of departure for City Tours;
        2. 48 hours from the date of departure for Day Tours; or
        3. 3 (three) calendar days from the date of departure for Overnight Tours.
      3. Haya Tour will issue a full refund for tours cancelled because the minimum number of guests could not be reached, with the following exception;
        1. Customers will carry the cost of flight ticket penalties charged by airlines should their cancelled tour include flights.
      4. Guests have the  option of paying the difference up to the guest  limits indicated in our Booking: Minimum Numbers and continuing as a private tour;
      5. If a cancellation must be made mid-tour, due to unforeseen circumstances:
        1. We will return customers back to the meeting point.
        2. Haya Tour will re-schedule the tour to another date if possible.
        3. Customers can join the re-scheduled tour at no extra cost if the tour was less than 25% complete at the time of cancellation except:
          1. For tours that include flights the customers must pay flight tickets.
          2. For tours that include hotel booking the customers must pay rooms.
        4. Guests who do not re-schedule will be offered a refund as per the following:
          1. Full refund if the tour was less than a quarter completed at the time of cancellation.
          2. 50% if the tour was 50% completed at the time of cancellation
          3. 25% if the tour was more than three quarters completed at the time of cancellation.
      6. If the tour needs to be cancelled by Haya Tour right before it starts, for any  reason, a full refund will be given to customers except;
        1. Customers will carry the cost of flight ticket penalties charged by airlines should their cancelled tour include flights. 

    2. Cancellations by Customers:
        1. Haya Tour reserves the right to retain any deposit paid if a customer cancels:
          1. A City less than three 1 (one) day before it starts;
          2. A Day Trip less than 2 (two) days before it starts;
          3. An Overnight Trip less than 5 (five) days prior to the tour date.
        2. In all cases customers will carry the cost of flight ticket penalties charged by airlines should their cancelled tour include flights.
        3. Should the client cancel a tour which is already booked and paid for, Haya Tour will operate a refund as per our  Refund Policy. 

       

  6. REFUND POLICY
    1. Refund explanation
      1. Haya Tour offers full and partial refunds according to:
        1. The date the customer requests it. The date the customer requests the refund is important as it determines the  amount of the refund; and
        2. Whether the decision to cancel was ours or the customers. 

    2. Scheduled Tour Refunds:
      1. Haya Tour will issue refunds for Scheduled Tours should they be cancelled by Haya Tour as follows:
        1. City Tour, Day Tour, Overnight Tour - Full refund except the customer is liable to pay flight penalties if flights have been booked.
      2. Haya Tour will issue refunds for Scheduled Tours should they be cancelled by the customer as follows:
        1. City Tour
          1. More than 3 (three) calendar days before date of departure:  full refund less 10% admin costs.
          2. Less than 2 (two) calendar days before date of departure: 80% refund.
        2. Day Trips
          1. More than 4 (four) calendar days before date of departure:  full refund less 10% admin costs.
          2. Less than 3 (three) calendar days before date of departure: 75% refund.
        3. Overnight trips
          1. More than two (2) weeks from the date of departure: full refund
          2. Less than one (1) week  from date of departure:  80% refund
          3. Less than three (3) days from date of departure: 70% refund. 

    3. Private or Group Tour Refunds
      1. Haya Tour will issue refunds for Private and Group Tours should they be cancelled by the customer as follows:
        1. City Tours
          1. More than 1 (one) week from date of departure: full refund 
          2. Less than 1 (one) week  prior to tour date: 85% refund,
          3. Less than 48 hours prior to tour date: 75% refund
        2. Day Tours
          1. More than 1 (one) week prior to tour date: 90% refund
          2. Less than 1 (one) week prior to tour date: 75% refund
          3. Less than 48 hours prior to tour date: 50% refund
        3. Overnight Tours
          1. More than one week  prior to departure: 85% refund.
          2. Less than one week prior to departure: 70% refund.
          3. Less than 48 hours prior to departure: 50%. 

    4. In all cases the customer is liable to pay flight penalties if flights have been booked. 

    5. Delays
      1. No refunds or discounts will be given in the event of any delay during the tour  for reasons such as, but not limited to, traffic jams or mechanical failure if the delay is less than 2 hours (120) minutes.  This includes delay in pick up or drop off.
      2. If customers decide to cancel the trip due to a pick up or drop off or other delay, they will not be eligible for refunds, unless more than two hours has passed. 

    6. Payment of refunds
      1. Refunds are paid within 15 days after the request is made. 

    7. In all cases there is no refund for “No Shows”. 

  7. LIABILITY
    1. Documents:
      1. It is the clients responsibility to carry a valid passport and/or Iqama while on tour.
      2. For tours that include flights, copies of passport or iqama’s will not be accepted.  Should a tourist be prevented from boarding a flight for this reason a refund will not be offered. 

    2. Insurance
      1. Haya Tour advises all customers to have comprehensive travel insurance to meet all contingencies because while we will make every effort to safeguard our customers and their personal property:
        1. All activities taken on tour are taken at the client's own risk.
        2. Haya Tour is not liable for any illness, injury or death sustained while on tour.
        3. Nor are we responsible for obtaining any medical transport or treatment required by customers due to injuries sustained while on tour.
        4. Haya Tour will not be liable for any injury, damage or death sustained or any medical treatment or transport required by tourists due to activities undertaken outside the touring program.
        5. Haya Tour claims no responsibility for any loss or damage to personal belongings.
        6. Clients should advise Haya Tour of any medical conditions so the tour guide can be advised. 

    3. Changes to tour:
      1. Haya Tour reserves the right to alter routes, itineraries, departure times, accommodation options, meals or transportation modes without prior notice, should the necessity arise.
      2. Haya Tour will not be liable for any changes caused by circumstances beyond Haya Tour’s control.
      3. Haya Tour acts in good faith, and cannot be held responsible for any agent, hotel, coach operator, tour guide or any other person’s or company’s acts, defaults or delays.
      4. All information in the website is subject to change.
      5. Haya Tour reserves the right to correct mistakes in pricing, timings or tour details that may appear in the website or other Haya Tour publications. 

    4. Suppliers:
      1. Haya Tour is not liable for any errors, omissions, mis- representations, warranties, breaches or negligence from suppliers or services, such as carriers and hotels, used as part of packages provided. 

  8. CHILD POLICY
    1. Child age
      1. Children 17 years and under are not permitted to travel unless accompanied by an adult.
      2. Child discounts - Children under 12 years get a 50% discount on our tours:
        1. There must be at least one adult paying the full price in order to issue discounts for children.
        2. The discount offer does not apply to flight tickets.
        3. Tickets to attractions are not included in the discounts. 

  9. BEHAVIOUR POLICY
    1. Haya Tour operates tours throughout Saudi Arabia.  We expect that our guests will abide by the following:
      1. Traditions, Culture, Beliefs - Respect local cutom, traditions and beliefs whether you have those same beliefs or not
      2. Photography - Clients are reminded that photography of military and some government buildings is forbidden. Please respect local customs and always ask before taking pictures. Do not photograph ladies.
      3. Clothing
        1. All ladies on tour must wear an Abaya and carry a head scarf. Long hair must be tied back.
        2. Men must not wear shorts or T-shirts in public places.
      4. Environment - We expect our customers to respect the environment.  This includes, but is not limited to the following:
        1. Disposing of rubbish in appropriate receptacles.
        2. Respecting, and leaving,  wildlife and ocean life in their habitats.
        3. Taking only pictures and leaving only footprints.
      5. Fellow Travellers
        1. We have a number of nationalities that join our trips.  We expect customers to respect their fellow travellers.
        2. Children also join our trips.  We expect parents to maintain control of their children so they do not unduly upset fellow travellers.  At the same time, we expect our guests to understand the demands of parenting and treat the children and parents with due respect. 

  10. DAYS OF OPERATIONS
    1. We operate tours 7 days a week, by request, subject to driver and guide availabliity and opening hours of attractions.  We do not run tours during the month of Ramadan and Eid al Fitr.

In Summary:

Our goal is to provide excellent customer service and in order to do so we maintain strict quality monitoring. If, for any reason, you are dissatisfied with your tour package, please contact us.  info@haytour.com

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