eJourney Terms & Conditions

Last Updated

27.07.2026

Introduction

These Terms and Conditions ("Terms") govern your access to and use of the eJourney website, applications, and related services (collectively, the "Platform"), as well as bookings and purchases made through eJourney.

By accessing the Platform, creating an account, making a booking, submitting a booking request, or purchasing any service, you acknowledge that you have read, understood, and agreed to these Terms and any specific terms, fare rules, cancellation policies, or supplier conditions applicable to your booking.

1. About eJourney

eJourney is a digital travel and mobility platform providing access to travel-related products and services, which may include:

• Umrah packages;

• Tourism and holiday packages;

• Flight reservations;

• Hotel and accommodation reservations;

• Bus and ground transportation services;

• B2B bus marketplace and transportation solutions;

• Transfers and other travel-related services;

• Additional products or services made available through the Platform.

Depending on the service booked, eJourney may act as the direct service provider, package organizer, booking facilitator, marketplace operator, or intermediary between the customer and a third-party service provider.

Where a service is provided by a third party, including airlines, hotels, transportation operators, or other travel suppliers, the booking may also be subject to the terms and conditions of that provider.

2. Acceptance of Terms

By using the Platform or completing a booking, you confirm that:

• You are legally capable of entering into a binding agreement;

• The information you provide is complete and accurate;

• You accept these Terms and any product-specific conditions displayed during the booking process;

• If you make a booking on behalf of another traveler, you are authorized to act on their behalf and have informed them of the applicable terms.

The terms and cancellation conditions displayed at the time of booking form part of your agreement with eJourney.

3. Booking and Confirmation

A booking is not considered confirmed until successful payment, where applicable, and a booking confirmation has been issued by eJourney or the relevant service provider.

Availability and prices may change before final confirmation. For certain services, eJourney may first accept a booking request and subsequently confirm availability with the relevant supplier.

If a service becomes unavailable after payment but before confirmation, eJourney may offer an equivalent or suitable alternative, a change of date or service where available, or a refund of the amount paid for the unavailable service, subject to the circumstances of the booking.

Customers are responsible for reviewing all booking details immediately after receiving confirmation and notifying eJourney of any errors as soon as possible.

4. Prices and Payments

Prices displayed on the Platform are shown in the applicable currency and may include or exclude taxes, VAT, service charges, government fees, or supplier charges as indicated during checkout. The final payable amount will be displayed before payment is completed.

Prices and availability may change until a booking is successfully confirmed. eJourney may use third-party payment service providers to process transactions. The availability of specific payment methods may depend on the customer's country, currency, booking type, and payment provider.

Any currency conversion or foreign transaction charges imposed by the customer's bank or card issuer are the customer's responsibility.

5. General Cancellation and Modification Policy

Cancellation and modification conditions vary depending on the product, supplier, rate, fare type, and date of cancellation. The specific cancellation and modification conditions presented during the booking process and in the booking confirmation will apply to the booking.

Certain bookings may be fully refundable, partially refundable, refundable subject to cancellationor administrative fees, non-refundable, changeable subject to fees and fare differences, or non-changeable.

Where a third-party supplier provides the service, any cancellation, amendment, refund, or no-show request may also be subject to that supplier's rules. Any applicable eJourney service or administrative fees will be disclosed where applicable.

6. Refund Policy

A refund may only be issued where the booking is eligible for a refund under the applicable booking conditions, fare rules, supplier policy, or applicable laws and regulations.

Once an eligible refund request has been approved and, where applicable, the refundable amount has been confirmed or received from the relevant service provider, eJourney will initiate the refund.

Eligible refunds requested and approved through eJourney will generally be processed within four (4) to fifteen (15) business days.

The time required for the refunded amount to appear in the customer's account may vary depending on the payment method, issuing bank, card network, payment service provider, and any third-party supplier involved.

Unless otherwise agreed or required by applicable law, refunds will normally be made to the original payment method used for the booking. Any non-refundable fees, cancellation charges, supplier penalties, or services already used may be deducted from the refundable amount.

For bookings involving third-party providers, eJourney may need to receive confirmation or funds from the supplier before completing the refund. Submitting a refund request does not automatically guarantee refund eligibility.

7. Flight Bookings

Flight bookings are subject to the applicable airline's fare rules, conditions of carriage, and cancellation, amendment, baggage, check-in, and no-show policies.

Depending on the selected fare, tickets may be refundable or non-refundable; changes may not be permitted; change or cancellation fees may apply; and fare differences may apply when changing a booking.

The customer is responsible for ensuring that passenger names and details exactly match the required identification or travel documents. Airline schedule changes, delays, cancellations, baggage rules, and operational decisions remain subject to the relevant airline and applicable aviation regulations.

Where eJourney processes a cancellation, amendment, or refund request on behalf of the customer, the request remains subject to the airline's approval and applicable fare rules.

8. Hotel and Accommodation Bookings

Hotel bookings are subject to the cancellation and modification policy displayed for the selected room and rate at the time of booking. Hotel rates may be refundable, partially refundable, or non- refundable.

Customers are responsible for reviewing check-in and check-out dates, room and occupancy details, guest names, meal plans, cancellation deadlines, and any additional charges payable directly at the property.

Special requests are subject to availability and are not guaranteed unless explicitly confirmed by the accommodation provider. The accommodation provider may request identification, a security deposit, or a payment card at check-in.

9. Umrah Packages

Umrah packages may include one or more services, such as accommodation, transportation, flights, transfers, meals, guides, or other services specified in the package description. The exact inclusions and exclusions of each package will be displayed before booking.

Customers are responsible for ensuring they meet all applicable travel, identification, immigration, visa, health, and regulatory requirements relevant to their journey.

Cancellation or modification of an Umrah package may be subject to separate conditions for each component of the package. Certain components may be non-refundable even where other components are refundable.

If a package is affected by circumstances beyond eJourney's reasonable control, eJourney will work with the customer and relevant suppliers to provide available alternatives, rescheduling, credits, or refunds, where applicable and subject to supplier policies and applicable regulations.

10. Tourism and Holiday Packages

Tourism packages may include accommodation, transportation, flights, tours, activities, transfers, or other travel services. Package details, inclusions, exclusions, itinerary, and cancellation conditions will be displayed during the booking process.

Itineraries may be adjusted where reasonably necessary due to operational requirements, weather, supplier changes, safety considerations, government requirements, or circumstances

beyond reasonable control. Where a significant component becomes unavailable, eJourney may offer a reasonable alternative where possible.

11. Bus and Ground Transportation

Passengers must arrive at the designated pickup or departure point at the specified time. Late arrival or failure to appear may be treated as a no-show and may not qualify for a refund.

Passengers must follow the safety instructions of the driver, transportation operator, and relevant authorities. Smoking, abusive conduct, illegal activities, and transportation of prohibited or dangerous items are not permitted.

Vehicle type, model, or capacity may be replaced with an equivalent or upgraded vehicle where operationally necessary, provided the replacement reasonably meets the booked service requirements.

12. B2B Bus Marketplace

The eJourney B2B Bus Marketplace allows eligible businesses and agencies to request, compare, reserve, or manage transportation services offered by eJourney and/or participating transportation providers.

Business users are responsible for providing accurate trip and passenger requirements, ensuring authorized use of their business account, reviewing supplier quotations and service conditions, making payments according to agreed commercial terms, and communicating accurate operational information.

Individual quotations, corporate agreements, credit arrangements, or negotiated commercial terms may contain additional or different conditions. In the event of a conflict, the signed agreement or confirmed quotation will take precedence for that specific transaction.

13. No-Show Policy

A customer or passenger who fails to use a confirmed service without cancelling within the applicable cancellation period may be considered a no-show. No-show bookings may be non- refundable depending on the product and supplier conditions.

For flights, hotels, transportation, packages, and other services, the applicable supplier's no-show policy will apply.

14. Promotions, Discounts and Promo Codes

Promotional offers and promo codes may be subject to separate terms, including validity dates, eligible products, minimum booking values, and usage restrictions.

Unless otherwise stated, promo codes cannot be exchanged for cash, may not be combined with other promotions, and the promotional discount may be non-refundable. If an eligible booking is refunded, the refund will generally be based on the amount actually paid by the customer.

eJourney reserves the right to cancel or reject the use of promotions obtained through misuse, fraud, or violation of promotional terms.

15. Customer Responsibilities and Travel Documents

Customers are responsible for ensuring they possess all documents required for travel, including, where applicable, valid passports or identification, visas and entry permits, Umrah-related permits or requirements, health or vaccination documentation, and any documents required by airlines, hotels, immigration authorities, or government agencies.

eJourney is not responsible for a customer's inability to travel due to missing, expired, incorrect, or insufficient documentation, except where otherwise required by applicable law.

16. Third-Party Service Providers

Certain services available through eJourney are fulfilled by independent third-party providers. eJourney will provide reasonable assistance in communicating with suppliers regarding booking issues, cancellations, changes, or refunds.

However, supplier-controlled matters—including airline schedules, hotel operations, transportation operations, and supplier cancellation policies—may remain subject to the decisions and terms of the relevant provider.

Nothing in this section limits any responsibility that eJourney cannot lawfully exclude under applicable Saudi laws and regulations.

17. Force Majeure and Events Beyond Reasonable Control

eJourney will not be responsible for failure or delay in providing a service caused by circumstances beyond its reasonable control, including severe weather, natural disasters,

epidemics, government restrictions, border closures, strikes, civil disturbances, transportation disruptions, or similar events.

In such circumstances, available options may include rescheduling, alternative arrangements, travel credit, or refunds, depending on supplier policies, recoverable amounts, and applicable laws and regulations.

18. Customer Conduct

Customers must use the Platform and booked services lawfully and responsibly. eJourney reserves the right to refuse or cancel services where reasonably necessary in cases involving fraud, attempted fraud, abusive behavior, security risks, unlawful activity, or material violation of these Terms.

Any refund in such circumstances will be determined according to the applicable booking conditions and law.

19. Limitation of Liability

To the maximum extent permitted by applicable law, eJourney will not be liable for indirect or consequential losses resulting from circumstances outside its reasonable control or from the acts or omissions of independent third-party service providers.

Nothing in these Terms excludes or limits any liability or consumer right that cannot legally be excluded or limited under the laws and regulations of the Kingdom of Saudi Arabia.

20. Privacy and Personal Data

Personal information collected through the Platform will be processed in accordance with eJourney's Privacy Policy and applicable data protection laws and regulations.

Customers are responsible for ensuring they have appropriate authorization when providing personal information relating to other travelers or passengers.

21. Intellectual Property

All content available on the eJourney Platform, including trademarks, logos, designs, text, graphics, and software, is owned by or licensed to eJourney and may not be copied, reproduced, or commercially used without authorization, except as permitted by law.

22. Changes to These Terms

eJourney may update these Terms from time to time. The version applicable to a booking will generally be the version in effect at the time the booking was completed, unless a change is

required by law or regulation. The latest version will be available on the eJourney Platform.

23. Governing Law and Disputes

These Terms are governed by the applicable laws and regulations of the Kingdom of Saudi Arabia. Any dispute will be handled in accordance with the applicable laws and jurisdiction of the Kingdom of Saudi Arabia.

Customers are encouraged to contact eJourney Customer Support first to allow reasonable efforts to resolve any issue.

24. Contact Us

For booking assistance, cancellations, amendments, complaints, or refund requests, customers may contact eJourney through the official customer support channels displayed on the Platform.

2A. Guest Checkout and Automatic Account Creation

eJourney may allow customers to complete a booking without signing in to an existing account. When using this checkout option, the customer must accept these Terms and Conditions and the applicable Privacy Policy before completing the booking.

By accepting these Terms and completing the booking, the customer acknowledges and agrees that eJourney may create a customer account using the information provided during the booking process, such as the customer's name, mobile number, email address, and other necessary account or booking information.

The account is created to allow the customer to access, view, and manage current and future bookings and to use relevant eJourney services. The customer may be required to verify their mobile number or email address and set up or reset their account credentials before accessing the account.

The customer is responsible for providing accurate contact information and for maintaining the confidentiality and security of their account credentials. Creation and use of the account, including the processing of personal data, will be subject to eJourney's Privacy Policy and applicable data protection laws and regulations.