Booking terms and conditions

Clear responsibilities before you travel

Booking terms and conditions

15 October 2026

UK business/contact address: 20 Wenlock Road, London N1 7GU, United Kingdom

Saudi administration contact address: Quartz Building, Ash Shati - Al Kurnaysh, 4th Floor, Jeddah 23412, Saudi Arabia

Policy enquiries: taxi@jeddahcabs.com

Our role as your booking agency

Saudi Cab Co, Hajj & Umrah Taxi, Pilgrim Taxi, Makkah Cabs and Jeddah Cabs are trading names of the same UK sole-trader business operated by Mohammad Shuaib Sakunder. We arrange and administer bookings with verified independent drivers and transport providers across Saudi Arabia. The assigned provider operates the vehicle and is responsible for the driver, vehicle and permissions required for the journey. We remain responsible for the booking-agency services we provide and for duties the law places on us. Payment records your booking request; your journey is confirmed only when a separate confirmation is issued.

2. Our agency role and transport partners

We search, coordinate and administer transport supplied by independent Saudi-based partner drivers or transport operators. Partners control the live driving operation and are responsible for the driver, vehicle roadworthiness, operating permissions, insurance and safe performance of the transport they accept. We use reasonable selection, document-checking and service-monitoring processes. Nothing in these terms removes any duty that the law places directly on us.

3. Partner warranties and operating responsibility

A partner accepting a journey warrants that the assigned driver and vehicle hold every licence, operating card, professional credential, registration, inspection and insurance required for that service in Saudi Arabia; that the vehicle is maintained in a safe and roadworthy condition; and that the driver is fit, competent and legally permitted to work. The partner remains responsible for driving decisions, route safety, vehicle custody and compliance during the live transport operation. We may request evidence, suspend assignments or remove a partner, but those controls do not transfer day-to-day operation of the vehicle to us.

4. Quotations and "or similar" vehicles

A quotation is based on the submitted route, Saudi local date and time, passenger and luggage counts, selected vehicle class, waiting, waypoints and disclosed requirements. Named makes and models are examples followed by "or similar". A substitute must be suitable for the confirmed capacity and service; where that cannot be achieved, we will offer an appropriate remedy, including a free upgrade where available or a refund where the service cannot be supplied.

Payment and booking confirmation

Payment records a booking request awaiting acceptance. We aim to provide a status update within 1–12 hours. The journey is confirmed only when the booking team or assigned provider accepts it and a separate confirmation notice is issued. If we cannot supply the requested service and you do not accept an alternative, we refund the affected journey in full.

6. Customer information and Saudi local time

The customer must provide accurate traveller contacts, exact Saudi addresses, pickup date and time in Saudi Arabia local time, flight or train details where relevant, passengers, children, luggage, mobility equipment and other material requirements. The lead passenger must be reachable. A city name, flight landing time or hotel brand alone may not be enough to operate the journey.

7. Travel documents and official requirements

Customers are responsible for passports, visas, permits, health requirements, tickets, Nusuk or other official registrations and eligibility to travel or enter a location. General website guidance is not legal, immigration or religious advice. Current requirements must be checked with the relevant Saudi authority or official platform. A Nusuk transport reference, where the confirmed arrangement requires one, is distinct from our booking reference and is issued only after the required operating arrangement is accepted.

8. Changes, delays, waiting and no-shows

Requested changes are not effective until accepted in the booking record. A different route, time, stop, passenger count, luggage load or vehicle requirement may change the price or availability. Included waiting is stated in the confirmation. Customers must follow the live meeting instructions and contact support promptly if delayed. Fair, disclosed additional waiting or no-show charges may apply where the partner remains committed and the service cannot reasonably be used elsewhere.

9. Cancellation and refunds

Cancellation is free when we receive your request at least 48 hours before the scheduled pickup, including exactly 48 hours. This is a full money-back guarantee: everything you paid for the affected journey is returned. For requests received less than 48 hours before pickup, the deposit is non-refundable. If you paid a deposit online, that deposit is retained and nothing further is charged. If you paid the full journey price online, 30% of the journey price is retained as the deposit element and the balance is refunded. This is subject to fair-loss review and your statutory rights. The request time determines the cancellation band; a delay in our review does not move it into a later band. Every cancellation requires recorded approval. Eligible free requests may be approved automatically if this is enabled; otherwise the booking team reviews them. Your booking remains active until we send approval. After approval, an uncaptured card authorisation is released; any refund due for a captured payment is returned to the original payment method.

10. Children, seats and passenger supervision

The booking adult is responsible for entering the correct number and ages of children and requesting the appropriate available child or booster seats. A free or paid seat option is supplied only when it appears in the accepted booking. The responsible adult must supervise each child, check that the provided restraint is suitable before departure and tell the driver immediately if it appears damaged, incorrectly fitted or unsuitable. A partner must not start a journey that cannot be performed lawfully and safely.

11. Luggage, medical equipment and personal property

Capacity depends on the stated number, size and type of bags, wheelchairs, medical equipment, pushchairs and ZamZam containers. Undisclosed or unsafe loads may require a larger vehicle, price adjustment or refusal where lawful transport is not possible. Passengers remain responsible for valuables and should check the vehicle before leaving. Report lost property promptly; recovery or delivery cannot be guaranteed and a fair direct cost may apply.

12. Accidents, safety incidents and insurance claims

In an emergency, passengers should contact the Saudi emergency services first and then notify us as soon as reasonably possible. Preserve the booking reference, vehicle and driver details, photographs, medical records and witness information. The operating partner is responsible for the live vehicle and driving service and must maintain applicable insurance. We will preserve our records, support the investigation and provide relevant information to the partner or insurer, but we do not decide an insurer's liability. Nothing in this clause prevents a claim against any party legally responsible for its own act or omission.

13. Service interruptions outside reasonable control

Flights, weather, roads, traffic controls, crowd measures, security restrictions and official decisions can disrupt transport. We and the partner will take reasonable steps to communicate and mitigate disruption, but cannot promise an unaffected journey where events are outside reasonable control. This does not excuse a failure to use reasonable care or remove rights that cannot lawfully be excluded.

14. Alternative partners and continuity of service

Where the first intended resource becomes unavailable, we may arrange a suitable replacement through another vetted partner or reputable authorised provider. We remain responsible for accurately administering the booking and communicating the replacement; the replacement operator remains responsible for the vehicle and live driving service it accepts. A materially inferior substitute does not have to be accepted, and statutory remedies remain available.

15. Our responsibilities as booking agent

We are responsible for using reasonable care and skill in the agency services we perform, including presenting material booking information, taking and reconciling payment, communicating acceptance or rejection, keeping appropriate records, handling support and applying approved refunds. The independent-partner model does not exclude liability for our own negligence, misrepresentation, breach of contract or statutory duty.

16. Liability and statutory rights

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be limited. Any other exclusion or limitation applies only where fair, transparent and permitted by law, taking account of the service contracted and the party legally responsible for the loss. We are not liable merely because an indirect, consequential or unforeseeable loss follows an event, but this wording does not remove mandatory remedies. Customers should retain suitable travel and medical insurance for losses outside the transport booking.

17. Complaints, governing law and contact

Raise a problem promptly with evidence so it can be investigated with the assigned partner. The Complaints Policy explains escalation. These terms do not deprive a consumer of mandatory protections available in their country of residence or the place where the transport is performed. Subject to those protections, the laws of England and Wales govern the agency agreement and the courts of England and Wales have non-exclusive jurisdiction. Contact taxi@jeddahcabs.com.

When we may decline or cancel

We may decline a request before confirmation if a suitable service cannot be arranged or there is another legitimate operational, safety, legal or fraud-prevention reason. After confirmation, we may cancel where a suitable provider becomes unavailable, the journey cannot lawfully or safely operate, there is a serious customer breach, or circumstances outside reasonable control prevent supply. We give reasonable notice where possible, explain the general reason and consider suitable alternatives. We may withhold confidential personal information or security-sensitive details where disclosure would be inappropriate or unlawful; this does not create an unrestricted right to cancel without a valid reason. If we or the provider cancel, the affected journey is refunded in full. A refund does not exclude any further remedy required by law.

15 October 2026

Updated 15 October 2026: online bookings must meet the minimum notice shown when you search. Reviewed 7 October 2026. Free cancellation with a full refund at least 48 hours before pickup, and a non-refundable deposit inside 48 hours, apply to new bookings from this date. Existing contractual and statutory rights are preserved.

Is Jeddah Cabs a Saudi government transport service?

No. It is an independent transport booking agency and is not affiliated with the Saudi government, a ministry or a transport authority.

Is payment the same as confirmation?

Who operates the vehicle?

An accepted independent Saudi-based partner driver or transport operator supplies and controls the live transport service.