Definitions
- The platform, we
- Omrati: the website and the mobile app.
- The pilgrim, you
- anyone who opens an account and books, or is booked for.
- The office
- a licensed Umrah office or campaign, approved by the platform to list its trips.
- The trip
- an Umrah bus trip published by an office, with its time, gathering point, hotel and programme.
- The package
- the price of a seat on a trip by its kind of stay or service.
- The booking
- one or more seats on a trip in the passengers' names, paid or awaiting payment.
- The wallet
- your balance on the platform: the amount of any cancelled paid booking is added to it, and you ask from it for a transfer to your bank account.
The platform's role
Omrati is a Saudi platform that gathers licensed Umrah offices in one place, lists their trips and connects the office with the pilgrim. We are not an Umrah office and we do not run the trips ourselves.
- The office is responsible for running the trip as it published it: the bus, the time, the gathering point, the hotel, the programme and the meals.
- The platform is responsible for reviewing offices and their licences before they publish, listing trips faithfully, receiving and keeping your payment, issuing tickets, applying the cancellation and refund policy, and following up your complaint with the office.
Accepting these terms
By using the website or the app, opening an account or making a booking, you accept these terms and the privacy policy. If you do not accept them, please do not use the platform.
Your account
- You are 18 or older.
- Your details are true and match your ID, and you update them when they change.
- One account per person; your password is yours alone, and any booking made from your account is your responsibility.
- You may book for your family and companions, provided they agree and their details are correct.
- We may suspend any account that breaks these terms or is used for fraud.
Booking
- You choose the package and the number of seats (up to 9 seats a booking), and the platform assigns the seats to the passengers by the privacy rules.
- A booking starts awaiting payment, and its seats are held for you for the time shown at payment. If the payment is not completed in that time, the booking is cancelled automatically and the seats return to everyone.
- A booking is confirmed once its payment is accepted, and every passenger receives a QR ticket.
- Every passenger's details must match their ID; the office may refuse boarding to anyone without a matching ID.
- Bookings on the website are for pilgrims' accounts only; office and staff accounts do not book on the website.
Seats and privacy
- The bus has rows for families, rows for men, rows for women and open rows.
- Nobody sits next to a stranger of the other gender.
- We keep your group's seats together as far as possible.
Prices and payment
- Prices are in Saudi riyals and include VAT; you see the total before paying.
- You pay the platform, not the office; the platform pays the office its share, less its commission, once the trip has come back.
- Manual payment: a bank transfer with its receipt uploaded, cash at the office, or what is shown at payment; the finance team reviews the payment before the booking is confirmed.
- Online payment (Mada, Apple Pay and cards) is coming soon, and will confirm a booking automatically.
- Uploading a false or forged receipt cancels the booking and exposes its owner to legal action.
Cancellation and refund policy
You cancel your booking yourself from its page in your account. These rules apply to every paid booking:
- 48 hours or more before departure
- The booking is cancelled and the full amount returns to your platform wallet at once; you may then ask for it to be sent to your bank account.
- Less than 48 hours before departure
- Cancelling on the platform is closed, and nothing is refunded.
- The last 24 hours, or not showing up
- Nothing is refunded; the full amount is due to the Umrah office.
- Cancellation limit
- You may cancel paid bookings once only in each calendar month.
- A booking not yet paid can be cancelled at any time with no fee, and does not count towards the limit.
- If the office or the platform cancels the trip, every paid booking's full amount returns to its owner's wallet whatever the time, and it does not count towards the limit.
- The amount refunded is everything you paid for the booking.
Sending your balance to your bank: in your account open “Payments”, then “Wallet”, and enter the amount and the IBAN of a Saudi account in your name. The finance team reviews your request, transfers the amount and notifies you; you may withdraw your request while it awaits review.
Ticket and boarding
- Every passenger has a QR ticket in your account, scanned once when boarding the bus.
- Arrive at the gathering point well before departure; the bus leaves on time.
- Not showing up on time is not a cancellation, and nothing is refunded for it.
Your duties
- Follow the laws and instructions of the Kingdom and of the authorities of the Two Holy Mosques.
- Obtain the Umrah permit through the Nusuk app when one is required, unless the office states in the trip's details that it does so.
- Respect the other passengers and the office's staff, and keep to your seat's category.
- Follow the office's instructions on luggage, times and the programme.
The Umrah office's duties
- Be licensed by the competent authorities and keep its licence valid.
- Publish true details of the bus, the hotel, the programme and the prices, and run the trip as published.
- Protect the passengers' data and use it only to run the trip.
- Keep to this cancellation and refund policy.
- The platform may stop the trips of any office that breaks these duties or draws repeated complaints.
Limits of liability
The platform stands between the office and the pilgrim and does its best to review offices and follow up complaints. It is not liable for what happens during a trip through the office's fault, or through circumstances beyond control such as official decisions, road closures or the weather. In those cases we follow up with the office to protect your rights, and if the trip is cancelled your money returns to your wallet.
Acceptable use
- Do not try to enter other people's accounts or the platform's systems.
- Do not make fake bookings, or book seats you do not intend to use.
- Do not copy or scrape the platform's content.
- Any attack on the platform falls under the Anti-Cyber Crime Law.
Content and ownership
The name “Omrati”, its logo, the platform's design and its content are ours. The trips' and hotels' photos and descriptions are provided by the offices, and each office is responsible for what it publishes.
Complaints and contact
If something goes wrong with a trip or a booking, contact us: we will follow it up with the office and answer you.
- Company
- Omrati · Riyadh, Kingdom of Saudi Arabia
- Coming soon
Changes to these terms
We may change these terms and update their “last updated” date. We tell you of a significant change before it takes effect, and it never affects a booking paid before then.
Governing law
These terms are governed by the laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and the Personal Data Protection Law, and any dispute is heard by the competent judicial authorities in the Kingdom.