01
Booking & Confirmation
IN PLAIN WORDSA booking is confirmed only once your deposit is received and we send you a written confirmation.
- ◆Quotes and prices are an invitation to book, not a confirmed reservation, and may change with live availability until a deposit is paid.
- ◆Your booking becomes binding when we send a written confirmation (WhatsApp, email or invoice) after your deposit.
- ◆You are responsible for reviewing every name, date and detail on your confirmation and telling us about any error within 24 hours.
- ◆The lead traveller making the booking confirms they are over 18 and authorised to accept these terms on behalf of all travellers in the party.
02
Payments & Deposits
IN PLAIN WORDSPay a deposit to hold your trip; the balance is due before travel as shown on your invoice.
- ◆A deposit (typically 25–50% of the package, stated on your invoice) secures your booking.
- ◆The remaining balance is due by the date on your invoice — usually 2–4 weeks before departure. Late payment may cancel the booking and forfeit the deposit.
- ◆We accept cash, bank transfer, SADAD, mada and major cards. Some card or currency-exchange fees may apply and are non-refundable.
- ◆Prices are quoted in Saudi Riyals (SAR). Where a supplier prices in another currency, the final amount may shift slightly with the exchange rate at the time of booking.
03
Changes & Amendments
IN PLAIN WORDSWant to change a date or name after confirming? We will try our best, but suppliers may charge fees.
- ◆Tell us as early as possible. We will pass on any supplier change fees plus a small administration fee where applicable.
- ◆Some elements — confirmed flights, special fares and certain hotel rates — cannot be changed and are non-refundable once confirmed.
- ◆A change of traveller name may be treated by airlines and hotels as a full cancellation and rebooking at current prices.
- ◆We may need to make minor changes to your itinerary; if a change is significant we will tell you promptly and offer the best alternative.
04
Cancellations & Refunds
IN PLAIN WORDSThe earlier you cancel, the more you get back. Closer to departure, suppliers keep more of the cost.
- ◆Cancellations must be requested in writing. Refunds are calculated on what our suppliers (airlines, hotels, operators) actually refund to us, minus the non-refundable deposit and an administration fee.
- ◆As a guide: more than 30 days before departure you typically recover the most; 15–30 days a partial amount; under 15 days little to none — exact figures depend on each supplier’s fare and rate rules, shown before you confirm.
- ◆Confirmed air tickets, visa fees, insurance and special promotional rates are generally non-refundable.
- ◆For tickets and bookings we handled, refunds are processed back through Zlal (not the airline directly) once the supplier releases the funds — usually within 7–20 business days, sometimes longer for cash or bank-transfer payments.
- ◆A "no-show" — failing to travel without notice — forfeits the full amount paid.
- ◆International Driving Permit: refunds are governed by the policy of the issuing authority, the Saudi Automobile & Touring Association (SATA). As Zlal is a facilitation intermediary, before the procedure starts refunds follow the association's policy, and once the permit has actually been issued by the association the fee becomes non-refundable.
05
Passports, Visas & Documents
IN PLAIN WORDSValid travel documents are your responsibility. We help with visas, but the final approval is never guaranteed.
- ◆You must hold a passport valid for at least six months beyond your return date, with enough blank pages.
- ◆We can prepare and submit visa applications as a paid service, but the final approval is the sole decision of the relevant embassy or authority — a refusal is not the fault of Zlal and trip costs remain due.
- ◆You are responsible for meeting all health, vaccination and entry requirements of your destination.
- ◆Please double-check that every name on your tickets exactly matches your passport — airlines do not accept mismatches.
06
Travel Insurance
IN PLAIN WORDSWe strongly recommend travel insurance — for some destinations and visas it is mandatory.
- ◆Comprehensive travel insurance covering medical care, emergencies, cancellation and baggage is strongly advised for every traveller.
- ◆Some visas (such as Schengen) will not be granted without a valid policy — we can arrange one for you in minutes.
- ◆It is your responsibility to ensure your cover is adequate for your activities and any pre-existing conditions.
07
Our Role & Responsibility
IN PLAIN WORDSZlal arranges and coordinates your trip with trusted suppliers; the services themselves are delivered by them.
- ◆We act as an agent arranging flights, hotels, transfers and tours provided by independent third parties, each with its own terms.
- ◆We choose our partners with care, but we are not liable for their acts, delays, overbooking or quality beyond our reasonable control.
- ◆Our liability for any claim is limited to the value of the services booked through us, except where the law provides otherwise.
- ◆Star ratings, descriptions and photos are indicative; rooms and facilities may differ slightly from images.
08
Force Majeure
IN PLAIN WORDSSome things are beyond anyone's control — weather, closures, strikes. We are not liable for those, but we will help.
- ◆We are not responsible for losses caused by events outside our control: extreme weather, natural disasters, war or unrest, pandemics, government decisions, airspace or border closures and strikes.
- ◆In such cases refunds depend on what suppliers are able to return, and additional costs (e.g. extra nights) may be your responsibility.
- ◆We will always do our best to assist you and find practical alternatives.
09
Conduct & Behaviour
IN PLAIN WORDSPlease respect local laws and customs, and fellow travellers. It keeps the journey beautiful for everyone.
- ◆You agree to respect the laws, customs and culture of each destination you visit.
- ◆Suppliers may refuse or terminate service for behaviour that is unsafe, unlawful or disruptive, without refund.
- ◆You are responsible for any damage or loss you cause to accommodation, transport or third parties during the trip.
10
Complaints & Resolution
IN PLAIN WORDSIf something goes wrong, tell us right away — on the spot we can often fix it; afterwards is much harder.
- ◆Please raise any issue with the supplier on site and contact us immediately on WhatsApp so we can act while you travel.
- ◆Any formal complaint should reach us in writing within 30 days of your return, with supporting details.
- ◆We aim to acknowledge complaints within 3 business days and resolve them fairly and promptly.
11
Privacy & Your Data
IN PLAIN WORDSWe use your details only to arrange your trip — never sold, only shared with the suppliers who serve you.
- ◆We collect only the information needed to book and deliver your travel (names, passport details, contact and payment data).
- ◆Your data is shared solely with the airlines, hotels and authorities required to fulfil your booking, and is handled in line with Saudi data-protection regulations.
- ◆We never sell your personal data. You may ask us to access or delete your information at any time.
12
Governing Law
IN PLAIN WORDSThese terms follow the laws of Saudi Arabia, and any dispute is settled within the Kingdom.
- ◆These terms are governed by and interpreted under the laws and regulations of the Kingdom of Saudi Arabia.
- ◆Any dispute that cannot be resolved amicably will be referred to the competent courts in Riyadh.
- ◆Zlal Travel & Tourism operates under a valid licence from the Saudi Ministry of Tourism.