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These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with ROAM, providing luxury travel experiences in the Kingdom of Saudi Arabia. Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references, the client is to include the lead passenger on the booking and all people on whose behalf a booking is made or any other person to whom a booking is added or transferred.
When you are making a booking on behalf of yourself and a group, we shall only deal with the authorized people in all subsequent correspondence, including changes, amendments, and cancellations. By making a booking, the lead passenger on the booking agrees on behalf of all persons detailed on the booking that:
They have read these terms and conditions and have the authority to and do agree to be bound by them;
They consent to our use of information in accordance with our Privacy Policy;
They are responsible to us for full payment of the price (including cancellation charges) of the Services booked, and will also be responsible for passing on to all members of the traveling group all documentation and information which we are legally obliged to give to you
They are over 18 years of age and where placing an order for services with age restrictions declare that they and all members of the party are of the appropriate age to purchase those services.
BOOKING ARRANGEMENTS:
We will book your reservations and send you a Confirmation Invoice once we receive your correct deposit. A contract is created on the date that we issue a Confirmation Invoice. We will also issue you a confirmation receipt if your confirmed arrangements include a flight. When you make a reservation, you are confirming that you are at least 18 years old, that you understand our reservation terms, and that you have accepted them on behalf of yourself and all members of your party. These booking conditions apply to all contracts with us.
It is crucial that you check the details on the confirmation receipt as soon as you receive them, as these outline the services we have agreed to provide. Please contact us immediately if there is any discrepancy unless you specify otherwise, if you arrange your vacation directly with the Company, all correspondence and other communications will be sent to the address of the person who made the initial payment.
Special requests: Any special request must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. While every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met.
PRICING POLICY:
The total cost of the travel package will be specified in the booking form. This cost will include the cost of transportation, accommodation, meals, and excursions as specified in the package. The cost may vary depending on the time of travel and availability of services.
We require a deposit of 100% for all booking costs - or such other amount as may from time to time be advised by us, to secure your booking. If you book within 45 days of your departure date, full payment is due at the time of booking. Payment can be made by check or credit card in the name of the Company, or bank transfer. If we are unable to accept your booking for any reason, your deposit will be refunded. We are under no obligation to issue you a cost breakdown.
We reserve the right to change the prices of any of the holidays shown in our brochure or on our website at any time. Before your contract is confirmed, you will be informed of the current price of the holiday you wish to book.
Before accepting your booking, we reserve the right to notify you of an increase in the brochure or advertised price, and prices may fluctuate. While we make every effort to avoid this scenario, human or computer error may result in an incorrect price being displayed in a brochure or online on occasion. When we become aware of such an error, we will make every effort to notify you at the time of booking (if we are then aware of the error), within 7 days of the time of booking, or as soon as reasonably possible. In events like this, we will reserve all of our rights, which may include canceling a holiday if the actual price applicable is higher.
Travel Booking arrangements:
Booking Confirmation: Your booking is confirmed only when you receive a booking confirmation email from the travel team. Please ensure that you receive the confirmation email before making any travel arrangements.
Cancellation and Refund Policy: If you need to cancel your booking, please do so at least 24 hours prior to your scheduled check-in time. Failure to do so will result in a cancellation fee equal to one night's stay. Refunds will be processed within 14 business days of cancellation.
Hotel Check-in and Check-out: Check-in time is 2:00 PM and check-out time is 12:00 PM. Early check-in and late check-out may be available upon request but are subject to availability and additional charges.
Hotel Room Requests: While we will do our best to honor specific room requests, the hotel cannot guarantee that a specific room or room type will be available at the time of check-in.
Guest Behavior: Guests are expected to always behave in a respectful and responsible manner during their stay. The hotel will reserve the right to refuse service or remove guests who violate this policy.
Damage to Hotel Property: Guests will be held responsible for any damage caused to hotel property during their stay. The hotel reserves the right to charge the guest for any damages incurred.
Privacy Policy: The hotel respects your privacy and will only use your personal information for the purpose of processing your booking and providing you with the services you have requested. We will not share your personal information with any third parties without your consent.
Governing Law: These terms and conditions shall be governed by and construed in accordance with the laws of Saudi Arabia. Any disputes arising under or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of Saudi Arabia.
OUR RESPONSIBILITIES:
We apply all reasonable checks to ensure that those involved in the preparation and provision of your holiday maintain the appropriate standards. We will make all necessary arrangements for transportation, accommodation, meals, and excursions as specified in the package. We will provide all the necessary information about the destination and travel arrangements. We will make every effort to ensure that the travel package runs smoothly and to resolve any issues that may arise during the trip. We will not be responsible for any loss, damage, or injury caused by circumstances beyond our control, such as natural disasters, political instability, or unforeseen events.
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with the contract or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: (i) you or another member of your party; or (ii) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or (iii) unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
You can ask for copies of the travel service contractual terms, or the international conventions, from us by writing to us at [email protected]. In some circumstances, you have rights to refunds and/or compensation from your airline in cases of denied boarding, cancellation, or delay to flights. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline, or any other service provider will be deducted.
Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider's or other supplier's liability to you. You can get copies of such conditions from our offices or the offices of the relevant supplier.
Operational decisions may be taken by air carriers and airports resulting in delays, diversions, or rescheduling. We have no control over such decisions, and is, therefore, unable to accept responsibility for them. Where, as a result of circumstances beyond our control we are obliged to change or end your holiday after departure, but before the end of your holiday, we will not pay compensation or reimburse you for expenses incurred. We strongly recommend you have adequate travel insurance for your holiday and should claim via your insurance company for any loss or damage to luggage and/or personal possessions. In the event that any claim is made directly with us, our liability to pay compensation and/or the amount of compensation will be limited in accordance with the conventions referred to in (c) above.
If you have any special requirements (dietary or otherwise) you must inform us of these at the time of booking so that we can pass these onto our suppliers. We cannot guarantee that your requirements will be met, however, and we are not liable to you in the event that your wishes are not met.
YOUR RESPONSIBILITIES:
It is your responsibility to ensure that you and everyone travelling with you have valid passports, appropriate visas, and vaccinations. Your specific passport and visa requirements and other immigration requirements are your responsibility, and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
You are responsible for ensuring that any existing medical conditions or disabilities which may require assistance are declared to us before you book your holiday or, if newly diagnosed, before your due date of departure so that we can pass these details on to our suppliers in good time. We are not in any circumstances liable if any carrier refuses you or any member of your party as a passenger as a result of any medical condition or disability. Women 28 weeks or more into pregnancy at the time of return travel must have a doctor's certificate confirming that they are fit to travel (note airlines normally require certification at 32 weeks). We are not liable for any costs, delays or illness resulting from your failure to meet any requirements.
You are responsible for your behaviour and that of you’re the people accompanying you. We and our third-party suppliers reserve the right to refuse your booking or the right to board or the right to travel and to remove you and/or any member of your party from any transport, accommodation or any part of your holiday if you or any member of your party is drunk or under the influence of drink or drugs; if you are or we reasonably believe that you are in unlawful possession of drugs; or are behaving violently, disruptively, dangerously or irresponsibly or in any manner whatsoever which presents a risk to you or others or is causing a nuisance or annoyance to others. No refund will be given, or compensation paid, and no costs or expenses for which you become liable, or which are incurred by you will be made by us or be recoverable by you from us in such circumstances. You may also become the subject of police inquiry or security measures or investigation and liable if any offence is committed to criminal prosecution and penalties whether in KSA or in any other country having jurisdiction in respect of the alleged activity. You must fully cooperate with and follow any safety procedures and instructions given by any organization which is running the activities which you do while on holiday. It is possible that such organizations will require you to sign a waiver form in respect of the activity being carried out.
If you lose any personal items whilst on holiday, please obtain a written report from the police, to help with any insurance claim upon your return. If we determine that your behaviour is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen no refund or compensation would be paid. You are responsible for the costs of any damage to the accommodation and/or any extra charges incurred with our suppliers during your holiday. Should you fail to make such payment at the time the charges and/or costs are incurred, you will be liable to reimburse us for these and you authorize the Company to automatically debit your credit card to the value instructed by the supplier for any such costs and/or charges.
You must provide accurate information when making a booking, including passport details and contact information. You must abide by all laws and regulations of the destination country. You must have a valid passport and any necessary visas for travel and inform us of any special requests or requirements at the time of booking. It is important that you check the details on your confirmation receipt when you receive it. In the event of any discrepancy, you should contact the Company or your travel agent.
You are responsible for checking in for flights at the correct time and for presenting yourself to take up all pre-booked components of your holiday. The Company cannot accept responsibility for clients missing flights as a result of late check-ins and no credit or refunds will be given if you fail to take up any component of your holiday. No credit or refunds will be given for lost, mislaid, or destroyed travel documents.
DATA PROTECTION:
Your personal data will be collected, stored, and processed in accordance with the Data Protection Act. Your data will only be used for the purpose of arranging their travel package and will not be shared with any third parties.
We need to use the information you provide, such as your name and address, as well as any special needs/dietary requirements, to process your booking and ensure that your travel arrangements run smoothly and meet your requirements. We accept complete responsibility for ensuring that adequate security measures are in place to protect your information. We must provide the information to the relevant suppliers of your travel arrangements, such as airlines, hotels, and transportation companies. The information may also be provided to security, and public authorities such as customs and immigration if requested or required by law.
We will not, however, disclose any information to anyone who is not responsible for any aspect of your travel arrangements. This applies to any sensitive information you provide us, such as details about any disabilities or dietary/religious needs. However, if we are unable to pass this information on to the relevant suppliers, whether in the EEA or not, we will be unable to accept your booking. By making a reservation, you agree to this information being shared with the appropriate parties. Please keep in mind that any information held by your travel agent is subject to their own data protection policy. You have the right to a copy of the information we have on file for you. If you want to see it, please contact the company during normal business hours.
The information you would have to provide may include debit/credit card information. As stated previously, we accept full responsibility for ensuring that adequate security measures are in place to protect this information. This information will be securely deleted as soon as it is no longer required, in accordance with applicable legal, regulatory, and business requirements. However, it is necessary for us to retain your debit/credit card details for a reasonable period of time after the conclusion of your holiday, and you consent to such retention if any of the above-mentioned costs are incurred and you fail to settle these directly with the supplier so that we can debit your card for the relevant amount. We will comply with all applicable laws and regulations related to data protection and privacy in Saudi Arabia, including the Saudi Data and Privacy Protection Law and its implementing regulations. In the event of a personal data breach, we will promptly notify you and the relevant authorities in accordance with Saudi Arabian data protection rules and regulations.
ILLNESS AND DISABILITY
Please notify us before booking if you or any member of your party has a disability or other medical condition. We are happy to give you advice and try to assist you in selecting a vacation that meets your needs. However, the majority of our vacations are in off-the-beaten-path locations that lack even the most basic facilities for disabled guests, such as wheelchair ramps and lifts. Many of our vacations necessitate some level of physical fitness. Medical services may be difficult to come by. To assist you, we must have full written details about your medical condition and any special requirements that may arise prior to booking. Some people with circulatory or bronchial problems, such as deep vein thrombosis, may have difficulty flying. High altitudes are not recommended for anyone with high blood pressure or respiratory problems. You should consult your doctor before booking and well in advance of your departure.
IF YOU HAVE A PROBLEM:
If you encounter any problems during their trip, they should immediately inform the local representative or contact our 24/7 emergency hotline. We will make every effort to resolve the issue in a timely manner. If you are dissatisfied with any aspect of the Company's arrangements while on vacation, you must immediately notify the Company's local representative (or, if none exists, the Company) and the management of the hotel or other supplier whose services are involved. They will do everything possible to correct the situation. It is unreasonable to take no action while on vacation and then write a letter of complaint when you return. If the problem cannot be resolved locally and you wish to file a complaint, you must send full details to the Company in writing within 30 days of your return. We will do our best to investigate and respond to your letter within 28 days of receiving it.
GOVERNING LAW:
These conditions are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia (KSA). Any dispute arising from this agreement will be resolved in accordance with the laws of Saudi Arabia.
AMENDMENTS/CANCELLATION
Changes by us
Changes to confirmed holiday arrangements sometimes have to be made. Most changes will be insignificant, and we have the right to make these. Where an insignificant change is made before departure, we will notify you in writing. No compensation is payable for insignificant changes. Insignificant changes include the substitution of sporting activities with at least a comparable alternative or a change in the order of any activities you are due to participate in. Occasionally, before departure, we may be constrained by circumstances beyond our control to make a significant alteration to any of the main characteristics of the travel services which form part of your confirmed booking or to any special requirements which we have accepted.
In the event that we have to significantly alter any of the main characteristics of your confirmed arrangements or accepted special requirements, we will provide you with the following information in writing as soon as possible: the proposed alteration and any impact they have on the price; in the event that you do not wish to accept the alteration, details of any substitute package we are able to offer (and any price reduction where this is of a lower quality or cost); your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration or any substitute package offered; and the period within which you must inform us of your decision and what will happen if you don’t do so. If you choose to cancel your booking, we will refund all payments you have made to us within 14 days of the date we receive your written cancellation. If we don’t hear from you with your decision within the specified period (having provided you with the above-mentioned information for a second time), we will cancel your booking and refund all payments made to us within 14 days of our doing so. No compensation will be payable or other liability accepted where a change results from unavoidable and extraordinary circumstances.
Where your flight is cancelled or delayed, your flight ticket is downgraded, or boarding is denied by your airline in circumstances which would entitle you to claim compensation against the airline, you must pursue the airline for the compensation due to you. All sums you receive or are entitled to receive from the airline concerned, represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
We have no liability to make any payment to you in respect of any flight cancellation or delay, downgrading of any flight ticket or denial of any boarding as the full amount of your entitlement to any compensation or other payment (as dealt with above) is covered by the airline's obligations under the Denied Boarding Regulations. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment.
We are unable to control the way in which any of the hotels we use manages their rooms and in very exceptional cases we may be advised that the reserved accommodation has been overbooked. If this happens before your holiday or when you arrive at the destination, we will endeavor to provide alternative accommodation of at least the same standard within the same area. If the accommodation available is of a lower standard, we will refund the difference in price between the accommodations
Cancellation by us
Occasionally, it may be necessary to cancel confirmed holiday arrangements. In the event, we are prevented from performing your contracted holiday arrangements as a result of unavoidable and extraordinary circumstances and we notify you of this as soon as reasonably possible, or we have to cancel because the number of people who have booked the holiday on which you are traveling is smaller than the minimum number applicable to the holiday as stated in the contract and you are notified of the cancellation not less than 20 days before departure we have the right to terminate your contract.
In this situation, we will refund all the money you have paid to us within 14 days of the date we inform you of the cancellation but will have no further or other liability to you including in respect of compensation or any costs or expenses you incur or have incurred. We will of course endeavor to offer you comparable alternative arrangements where possible which you may choose to book in place of those canceled.
Unavoidable and extraordinary circumstances and circumstances beyond our control (Force Majeure)
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of unavoidable and extraordinary circumstances. In these booking conditions, unavoidable and extraordinary circumstances mean a situation that is beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Such situations are likely to include, for example, war, riot, industrial dispute, terrorist activity (including suspected terrorist activity and terror alerts) and its consequences, erratic weather conditions, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics and unavoidable technical problems with transport.
Our liability to you
We promise to make sure that the holiday arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury, or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers). We will not be responsible for any injury, illness, death, loss (including loss of enjoyment or possessions), damage, expense, cost or other sum or claim of any description whatsoever that results from any of the following: the act(s) and/or omission(s) of the person(s) affected or the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or; unavoidable and extraordinary circumstances as defined above.
Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional or special services, activities or facilities which your hotel or any other supplier agrees to provide for you where the services, activities or facilities are not advertised by us as forming part of your holiday and we have not agreed to arrange them as part of our contract and any excursion / activities you purchase during your holiday. In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and applicable standards of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and standards applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and standards in Saudi Arabia which would have applied had those services been provided in the Kingdom of Saudi Arabia.
Except as set out in these conditions or as permitted by Saudi law, we do not limit the amount of damages you are entitled to claim in respect of personal injury or death which we or our employees have caused intentionally or negligently. For all other claims, if we are found liable to you on any basis the maximum amount we will have to pay you is the full holiday price (excluding amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description which (1) on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any business losses.
COMPLAINTS
If you have a problem while on holiday, this must be reported to the principal/supplier or their local supplier or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending on the circumstances. If you wish to complain when you return home, contact the principal/supplier in writing. We can assist you with this if you wish. Please address all requests for assistance with complaints to [email protected]
By making a booking, you confirm that you have read, understood, and accepted these booking terms and conditions.
