7. TRANSPORTATION REQUIREMENTS
   • All transportation MUST be NUSUK-approved.
   • Transport can be arranged by the Agent or Makkah Express.
   • If officials require passengers to use government transport, the Agent is fully liable for the additional cost.

 

8. PASSENGER INFORMATION REQUIREMENTS

The Agent must collect and provide:
• Full legal name
• Passport copy & validity (minimum 6 months)
• Full address
• International contact numbers
• Saudi mobile number
• Accurate flight details
• Any other information required by the Provider or Ministry

Incorrect data = invalid documentation and full Agent liability.

 

9. ON-GROUND RESPONSIBILITY
   • The Agent must maintain communication with passengers during their stay.
   • Pilgrims must stay only in government-approved hotels.
   • Hotel changes are prohibited unless a genuine emergency occurs.

 

10. ALTERNATIVE HOTEL ALLOCATION BY AUTHORITIES

If a mutamir is denied the originally booked hotel and relocated by:
• Ministry of Hajj
• NUSUK
• Government authorities
• Supplier/contractor

The Agent is fully liable for all resulting costs.

 

11. FLIGHT MISSED, CHANGED, OR DELAYED

If a mutamir:
• misses their flight
• changes their flight
• refuses to depart
• is offloaded
• requires re-ticketing

The Agent bears full responsibility for:
• new airline tickets
• additional accommodation
• transport
• administrative and logistical charges

If the Ministry instructs Makkah Express to assist, the Agent must pay these costs immediately.

 

12. ILLEGAL STAY EXTENSIONS

Any attempt by a mutamir to extend their stay without approval is illegal.
All legal, financial, and operational consequences fall upon the Agent.

 

13. OVERSTAY PENALTIES

If any mutamir overstays their visa:

MANDATORY PENALTY:

SAR 50,000 PER PASSENGER

PLUS:
• All government fines
• All penalties issued to Makkah Express
• All operational and administrative costs
• All legal fees
• All business losses incurred as a result of the overstay

This clause is non-negotiable and immediately payable.

14. FULL INDEMNITY FOR DAMAGES & LOSSES

The Agent agrees to indemnify and hold harmless Makkah Express against ALL losses arising from:
• Overstays
• Passenger misconduct
• Missing flights
• Fraudulent documents
• Incorrect details
• Non-compliance
• Ministry violations
• Contract suspension
• Quota cancellation
• Loss of business
• Reputational harm
• Operational shutdown
• Blacklisting
• Legal claims

If a passenger or Agent action causes temporary or permanent suspension of:
• MOFA issuance
• Visa quota
• System access
• Umrah license
• Bookings

then the Agent must compensate Makkah Express for 100% of all resulting financial and operational losses, with no limitation.

 

15. FRAUD & MISREPRESENTATION

The following are strictly forbidden:
• Fake hotel vouchers
• Fake transport bookings
• Using non-approved transport
• Submitting altered passports
• Sharing login details with other agencies
• Misusing visa quota
• False packages
• Fake or manipulated documentation

Any fraudulent activity results in:
• termination of services,
• blacklisting,
• full financial liability,
• legal action.

 

16. SUB-AGENT RESPONSIBILITY

If an Agent works with sub-agents, the main Agent is fully accountable for:
• all actions of sub-agents
• all passengers booked through them
• all fines, costs, and violations

Makkah Express deals ONLY with the main Agent.

 

17. CHARGEBACKS & PAYMENT DISPUTES

If the Agent initiates a chargeback or disputes a payment after receiving services:

Makkah Express may:
• suspend the Agent’s account
• cancel all pending services
• impose a 20% administrative penalty
• pursue full legal recovery
• report the Agent for commercial fraud if applicable

 

18. CANCELLATION, AMENDMENT & NO-SHOW POLICIES
    • All cancellations are chargeable.
    • All amendments (date changes, name corrections, passport updates) incur fees.
    • No-shows for transport or hotels are chargeable.
    • Government-ordered changes are chargeable.

 

19. CONFIDENTIALITY

All operational details, rate sheets, system access, MOFA pricing, and internal processes are confidential.
Sharing them is prohibited and constitutes a breach.

 

20. INTELLECTUAL PROPERTY

The Makkah Express name, branding, systems, documents, and processes are protected.
Unauthorized use is prohibited and legally actionable.

 

21. COMPLIANCE AUDITS

The Provider may request documentation at any time, including:
• passenger lists
• booking confirmations
• hotel vouchers
• transport bookings
• flight tickets
• signed packages

Failure to provide documents within 24 hours constitutes breach.

 

22. PAYMENT TERMS
    • All penalties and invoices must be paid immediately upon issuance.
    • Failure to pay allows Makkah Express to suspend or terminate services.

 

23. SERVICE SUSPENSION RIGHTS

Makkah Express reserves the right to:
• suspend services,
• block accounts,
• deny new requests,
• cancel bookings

at its sole discretion, especially in cases of suspected violations.

 

24. LEGAL JURISDICTION

This Agreement is enforceable under:
• International commercial law
• Saudi Arabian law
• The governing law of Makkah Express’s registered entity
• The Agent’s local jurisdiction

Legal action may be taken in:
• Saudi Arabia
• UAE
• United Kingdom
• The Agent’s home country
• Any competent international court

The Agent agrees to pay all legal fees, recovery fees, and administrative charges.

 

25. SURVIVAL OF TERMS

All financial obligations survive:
• termination or suspension
• cancellation of services
• expiration of contract
• closure of the Agent’s business
• completion of travel

 

26. FINAL AGREEMENT

These Terms constitute the entire agreement between Makkah Express and the Agent.
By using any service, the Agent confirms acceptance of all terms, without exception