01 About us and these terms
In plain terms
These terms apply whenever you book transport with us. If your company has signed a contract with us, that contract comes first.
Al Fajar Transport (“Al Fajar”, “we”, “us”) is a land transport operator registered in the Kingdom of Saudi Arabia, licensed by the Transport General Authority, with its head office in Makkah. Our commercial registration number is 0000000000 Placeholder and our VAT registration number is 300000000000003 Placeholder.
These terms apply to every booking, quotation and journey we perform, and to your use of this website. By making a booking, or by travelling in one of our vehicles, you accept them on your own behalf and on behalf of the passengers you are booking for.
Where you and Al Fajar have signed a separate written contract — a staff transport agreement, a seasonal allocation, a tender award — that contract takes precedence over these terms to the extent of any conflict, and these terms fill any gap it leaves.
02 Definitions
In plain terms
A few words are used throughout with a specific meaning.
- Booking
- A journey or programme of journeys we have confirmed to you in writing.
- Confirmation
- The written message setting out the vehicle, pickup point, time, fare and inclusions.
- Client
- The person or organisation who makes the booking and is responsible for payment.
- Passenger
- Any person travelling under a booking, whether or not they made it.
- Vehicle
- The class of vehicle stated in the confirmation, or an equivalent or better substitute.
- Contract client
- A client with a signed agreement for recurring transport.
- TGA
- The Transport General Authority of the Kingdom of Saudi Arabia.
- Working day
- Sunday to Thursday, excluding public holidays in the Kingdom.
03 Making a booking
In plain terms
You have a booking when we send you a written confirmation — not before. Give us accurate details, because the vehicle is chosen from them.
A quotation is an offer to carry out the journey described in it. A booking exists only when we issue a written confirmation containing the vehicle class, the pickup point and time, the fare and what it includes. A verbal agreement, an unanswered message or a quotation alone does not create a booking.
You must give us accurate information when booking, including the number of passengers, the amount of luggage, the pickup and destination points, the flight number where relevant, and any accessibility, child seat or language requirement. The vehicle and the price are determined by that information.
Where information given at booking proves materially wrong — more passengers or luggage than declared, a pickup point a vehicle of that class cannot reach — we will carry out the journey where we safely and lawfully can, and any additional vehicle or waiting time will be quoted to you before it is provided.
04 Fares and what they include
In plain terms
Fares are per vehicle, not per person, and include fuel, tolls, parking and the waiting time stated. Traffic and detours never change the price.
Fares are quoted per vehicle for the journey described, and unless the confirmation says otherwise they include the driver, fuel, tolls, parking and the waiting time stated in clause 9.
A quoted fare is fixed. It does not change because of traffic, road closures, a longer route than expected, an airline delay, or the season in which the journey falls. We do not apply surge or seasonal pricing to a confirmed booking.
A fare may change only where you ask for something different from what was booked — an added stop, an extended wait, an extra day, a larger vehicle — and any such change is quoted to you and agreed before it is provided.
Fares are quoted in Saudi riyals and are stated exclusive or inclusive of VAT as marked on the quotation.
05 Payment, invoicing and VAT
In plain terms
Single journeys are paid on completion; contract clients are invoiced monthly with a trip log. Invoices are VAT-compliant.
Unless otherwise agreed in writing, single journeys are payable on completion, by cash, bank transfer or card. Contract clients are invoiced monthly in arrears on the terms set out in their agreement, with a trip log that reconciles to each line of the invoice.
Invoices are issued in Saudi riyals in the format required by the Zakat, Tax and Customs Authority, showing our VAT registration number and any purchase-order or cost-centre reference you have given us.
Seasonal allocations and large group programmes may require a deposit against committed capacity. Where one applies, its amount and its treatment on cancellation are stated in the confirmation or contract before you commit.
Where payment is made from outside the Kingdom, any currency conversion or intermediary bank charge is borne by the sender.
06 Changes you make
In plain terms
Tell us as early as you can. A change before the vehicle leaves for the pickup normally costs nothing.
You may ask to change the time, pickup point, destination, vehicle class or passenger numbers of a booking. We will accommodate a change wherever operationally possible.
A change notified before the vehicle has left for the pickup is normally made at no charge, unless it requires a different class of vehicle or materially extends the journey, in which case the revised fare is quoted before the change is confirmed.
A change notified after the vehicle has left for the pickup, or requested during the journey, is treated under clause 9 as waiting time or as an additional journey, quoted at the applicable rate and never applied retrospectively without your agreement.
07 Cancellation by you
In plain terms
Cancellation terms are stated in your confirmation before you book. We do not apply a charge that was not published to you in advance.
You may cancel a booking by notifying the operations desk by any of the channels on our contact page. The cancellation takes effect when we acknowledge it.
Any cancellation charge applicable to your booking is stated in the confirmation issued to you, and for contract clients in the agreement. We do not impose a cancellation charge that was not disclosed before the booking was made.
No cancellation charge applies where the journey can no longer take place for a reason attributable to us, or where an airline has cancelled or rescheduled the flight the transfer was booked against.
Where a deposit has been paid against committed seasonal capacity, its treatment on cancellation is governed by the confirmation or contract under which it was paid.
08 Delay or cancellation by us
In plain terms
If we are late or cannot run a journey, we call you with an honest time, send a replacement vehicle, and credit what we failed to deliver. Saudi transport regulations also give you rights, and those apply on top of this clause.
If a vehicle fails or a journey will be materially delayed, we will contact you before the scheduled time with an honest revised time, release a replacement vehicle from the city reserve with a target of forty-five minutes, and complete the journey wherever it can still usefully be made.
Where we fail to deliver a journey, or deliver it materially late for a reason attributable to us, the affected journey is credited. For contract clients the credit appears automatically on the next invoice, without a claim being required.
Your rights under the Transport General Authority’s regulations on the rights and obligations of public transport users apply in addition to this clause and are not limited by it. Those regulations provide, among other things, that where a journey is delayed or cancelled beyond the period specified in the regulations, a passenger may choose between continuing the journey, being re-routed at no additional cost, or a refund, and that compensation may be payable on cancellation. Nothing in these terms reduces a right conferred on you by Saudi law.
09 Waiting time and no-shows
In plain terms
Airport pickups follow your flight, so an airline delay costs you nothing. Elsewhere, a reasonable waiting period is included and anything beyond it is quoted first.
For airport arrivals, the pickup is tracked to the actual arrival time of the flight rather than the booked time. Waiting caused by a delayed flight, immigration or baggage reclaim is not charged.
For other pickups, the waiting period included in the fare is stated in your confirmation. Waiting beyond that period is charged at the rate stated in the confirmation, and you will be contacted before waiting charges begin to accrue.
If a passenger cannot be located at the agreed pickup point, the driver will wait, the operations desk will attempt to contact you on the number given at booking, and the vehicle will not be released until we have made reasonable efforts to reach you. A no-show is recorded only after those efforts have failed.
10 Passengers and conduct
In plain terms
Wear seat belts, follow the driver's instructions on safety, and do not carry prohibited items. Smoking is not permitted in our vehicles.
Passengers must wear seat belts where fitted, follow the driver’s reasonable instructions on safety and boarding, and comply with the laws of the Kingdom and the regulations applicable to public transport users.
The following are not permitted in our vehicles: smoking of any kind, alcohol and prohibited substances, weapons, flammable or hazardous materials, and any item whose carriage is restricted by law or by the authorities governing the areas we travel through.
Our drivers may decline to begin or continue a journey where a passenger’s conduct creates a risk to the safety of that passenger, other passengers, the driver or the vehicle, or where continuing would breach the law. Where this happens the reason is recorded and reported to you in writing.
Passengers are responsible for damage caused to a vehicle beyond fair wear, and for cleaning costs where a vehicle requires more than ordinary cleaning after a journey. Any such charge is evidenced before it is raised.
11 Children and accessibility
In plain terms
Child seats and wheelchair arrangements are made at booking, not on the day, because they decide which vehicle is sent.
Child seats are provided where requested at the time of booking. Please tell us the ages of the children travelling so that appropriate restraints are fitted before the vehicle leaves for the pickup. Children must be accompanied by a responsible adult.
We carry passengers with reduced mobility and welcome the opportunity to plan for it properly. Tell us at booking whether a wheelchair folds, whether the passenger can transfer to a seat, and what assistance is needed boarding, so the right vehicle and arrangement are assigned.
Our drivers will assist passengers with reduced mobility in boarding, alighting and with luggage, consistent with the obligations placed on operators and users by the applicable Saudi regulations. Assistance that requires lifting a person is not something a driver can safely provide alone, and where it may be needed, please tell us so that the arrangement can be planned.
12 Luggage and property
In plain terms
Tell us how many cases there are so the vehicle fits. Take valuables with you; anything left behind we will hold and return where we can.
Luggage capacity depends on the vehicle class. Please declare the number and size of items, including wheelchairs, pushchairs and Zamzam water, at the time of booking so that the vehicle assigned can carry both the passengers and the load.
Passengers should keep money, documents, electronics, medication and other valuables with them rather than in the luggage compartment. We are not able to accept responsibility for valuables left unattended in a vehicle.
Property left in a vehicle is logged, held securely and returned to the passenger where they can be identified and contacted. Items unclaimed after a reasonable period are dealt with in accordance with applicable law.
13 Our obligations as an operator
In plain terms
Licensed vehicles, inspected and insured; drivers employed by us with the right licence class; and no subcontracting your journey to someone else.
We undertake that every journey performed under these terms will be carried out in a vehicle which holds a current periodic inspection and comprehensive insurance including passenger cover, and which is operated under the Transport General Authority permits applicable to that category of carriage.
Drivers performing your journey are employed by Al Fajar, hold the correct professional licence class for the vehicle driven, and are subject to our conduct and rest-hour standards. We do not subcontract journeys to third-party operators or owner-drivers under our name.
We will provide the driver’s name and the vehicle registration to the contact number given at booking in advance of the pickup, and on request will confirm, for any journey we have performed, the vehicle, driver, licence class and the currency of inspection and insurance on that day.
14 Insurance and liability
In plain terms
We insure our vehicles and passengers, we take responsibility where we are at fault, and nothing here removes a right Saudi law gives you.
Comprehensive motor insurance including passenger liability is held on every vehicle in passenger service. Certificates are issued to contract clients and are available to any client on request.
We are responsible for loss or damage caused by our failure to perform a journey with reasonable care and skill, or by our breach of these terms. Where a journey is not delivered or is materially late for a reason attributable to us, the remedies in clause 8 apply.
We are not responsible for loss which was not reasonably foreseeable at the time of booking, for consequential loss such as a missed flight or event where the delay was not attributable to us, or for matters within clause 15.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability which cannot lawfully be excluded or limited under the laws of the Kingdom of Saudi Arabia. Your statutory rights are unaffected.
15 Events outside our control
In plain terms
Weather, closures and instructions from the authorities are outside our control, but we will always tell you and offer the alternatives.
We are not liable for failure or delay in performing a journey caused by an event outside our reasonable control, including severe weather, flooding, road closures, restrictions or instructions imposed by the authorities, crowd-control measures, security incidents, epidemic measures, industrial action or force majeure.
During the Hajj and at other times, the movement of vehicles in and around the holy sites is controlled by the authorities and subject to permit timetables. Timings for those movements are set by the authorities and not by us.
Where such an event affects your journey, we will contact you, explain what is known, and offer the alternatives available — rescheduling, an alternative route, or a refund of any amount paid for a journey that cannot be performed.
16 Contract and corporate clients
In plain terms
For staff transport and seasonal allocations, your signed agreement governs. These terms fill the gaps.
Recurring transport — staff duty contracts, shift transport, seasonal coach allocations and delegation programmes — is governed by a signed agreement setting out routes, vehicles, service levels, reporting, pricing, term and termination.
Where that agreement and these terms conflict, the agreement prevails. Where it is silent, these terms apply.
Service levels, punctuality reporting, replacement cover, credits for undelivered runs, review of routes on a change of headcount, and the handling of revised working hours during Ramadan are addressed in the agreement rather than here, because they differ by client.
17 Umrah visa services
In plain terms
We prepare and file applications properly. Whether a visa is granted is a decision for the authorities, and nobody can guarantee it.
Where you engage our Umrah visa services, we review your documents, file the application through the licensed channel, and guide you through obtaining the applicable permits. Service fees are stated before the work begins.
The issue of a visa and the granting of permits are decisions of the competent Saudi authorities. We do not and cannot guarantee an outcome, a processing time, or the availability of a particular permit slot, and any indication of timing we give is an estimate based on current experience.
Third-party fees, including government and platform charges, are payable in addition to our service fee and are not refundable by us once incurred. Where an application is refused, our service fee is dealt with as stated in the engagement confirmation.
You are responsible for the accuracy and authenticity of documents you provide. We are not liable for a refusal, delay or penalty arising from inaccurate, incomplete or invalid documentation supplied to us.
18 Complaints
In plain terms
Tell us and we investigate against the records and reply in writing. You may also raise a complaint with the Transport General Authority.
Complaints should be sent to the contact details in clause 23 with the booking reference or contract name. We acknowledge a complaint on the working day we receive it, investigate it against our records, and reply in writing with what happened and what has changed as a result.
If you are not satisfied with our response, you may escalate the matter to the Transport General Authority, which regulates passenger land transport in the Kingdom and operates a public complaints channel, or to any other competent authority.
Raising a complaint with a regulator does not affect any other right or remedy available to you.
19 Personal data
In plain terms
We collect only what the journey needs, and the privacy notice explains all of it.
Personal data provided in connection with a booking is processed in accordance with our privacy notice and the Personal Data Protection Law of the Kingdom of Saudi Arabia and its implementing regulations.
Where you book on behalf of other passengers, you confirm that you are authorised to provide their details to us for the purpose of performing the journey, and that you have made them aware of our privacy notice.
20 This website
In plain terms
Fares and journey times published here are indicative until we confirm them for your journey. The content is ours.
Information published on this website, including indicative fares, journey times, distances and vehicle specifications, is provided for guidance. The fare and details that apply to you are those in your written confirmation.
Guides and other editorial content are prepared with care and revised when procedures change, but they do not replace official sources. Visa, permit and entry requirements are determined by the competent authorities, and you should verify them through the official channels before travelling.
The content, design and marks on this website belong to Al Fajar Transport or are used with permission, and may not be reproduced for commercial purposes without our written consent. Quoting a passage with a link back is welcome.
21 Changes to these terms
In plain terms
The terms that apply to your booking are the ones in force when you booked.
We may amend these terms from time to time. The version in force at the time your booking is confirmed is the version that governs that booking, and a later change does not apply to it retrospectively.
The effective date and version number of the current terms are shown at the top of this page. Material changes affecting contract clients are notified to them directly.
22 Law, language and disputes
In plain terms
Saudi law applies, the Arabic version of these terms prevails, and we will always try to settle a dispute directly first.
These terms and any dispute arising out of them are governed by the laws of the Kingdom of Saudi Arabia.
These terms are published in Arabic and in English. In the event of any discrepancy between the two, the Arabic text prevails.
We will always seek to resolve a dispute directly and in good faith. Where that is not possible, the dispute is subject to the jurisdiction of the competent courts and authorities of the Kingdom of Saudi Arabia.
If any clause of these terms is found to be unenforceable, the remaining clauses continue in force.
23 Company details and contact
In plain terms
Who we are, and where to write.
- Company
- Al Fajar Transport
- Head office
- Makkah, Kingdom of Saudi Arabia Street address
- Commercial registration
- 0000000000 Placeholder
- VAT registration
- 300000000000003 Placeholder
- Telephone
- +966500000000
- Email
- info@alfajar.com Placeholder
- Regulator
- Transport General Authority, Kingdom of Saudi Arabia
For anything about these terms, write to the contracts desk and you will receive a reply in writing. Our contact page lists every channel and the turnaround for each.
