Syarat dan Ketentuan Layanan Pemesanan Kunjungan Rawdah

I. Service stages and procedure

Request reception stage
Visitor data files are received along with the requested date and time for the booking.
Account preparation stage
Received data is audited and verified, then visitor accounts are created and prepared in the Nusuk application.
Availability waiting stage
If availability is not offered for the requested date and time, the request is placed in the availability waiting stage.
Booking execution stage
The booking is executed according to the order of receipt and queue of requests in the system and availability for the requested date and time.
Booking delivery stage
Completed bookings are delivered no less than 24 hours before the booking and visit time.

II. Booking request acceptance and execution conditions

A valid Umrah visa, tourism visa, or any visa that allows booking a Rawdah Al-Sharifah visit is required.
Receipt of data and creation of a dedicated Nusuk account for the visitor by the company is required as an essential condition for executing and delivering the booking, whether for the main booking or the alternative booking.
The client must provide an Excel file containing visitor data and the requested date and time for the booking.
Data must match the passport and visa exactly to avoid booking failure.
You may view and download the required visitor data file template from the following link: Download template.
The visitor must not have an existing account in the Nusuk application, as the email cannot be changed or account data recovered. To receive the service, the visitor must cancel their account by following the instructions at the following link: Account cancellation instructions (by the visitor).
The visitor must not have a previous booking or Rawdah visit permit within the last 365 days, in accordance with the official instructions governing Rawdah visits.
Availability for the requested date and time in the Nusuk application is required; if not available, the request is placed in the availability waiting stage.

III. Required visitor data in the Excel file

Full name as stated in the passport.
Nationality as stated in the passport.
Passport number, with digits and letters verified accurately.
Visa number issued by the Saudi Ministry of Foreign Affairs.
Visitor mobile number (optional) to facilitate OTP receipt and account management.

IV. Availability conditions

Booking execution depends on availability in the official Nusuk system, under the authorities that regulate Rawdah visits.
Availability is outside the company’s control; therefore a 100% guarantee of booking execution cannot be given.
There is no precise information on when new availability opens in the Nusuk application.
If availability is not offered for the requested date and time, the client may choose to place the request in the availability waiting stage or request an alternative booking if available, at an additional cost.
Clients are advised to submit booking requests as soon as visas are issued and well in advance of the visit; the company is not responsible for failure to fulfil requests submitted close to the visit date or when availability is not offered.
The schedule of available slots, updated periodically in line with Nusuk, can be viewed at the following link: Available slots schedule.

V. Alternative booking

An alternative booking is a ready-made booking in another visitor’s name, prepared in advance during a period when availability was offered.
The client may request an alternative booking when available; the company is under no obligation to provide alternative bookings on a permanent basis.
Alternative bookings are subject to an additional cost as agreed between the client and the company’s sales team.
Alternative bookings are subject to the same acceptance and execution conditions as standard booking requests.
Alternative bookings are limited in number, date, and time.

VI. Cancellation and amendment policy

After a booking is executed, cancellation or amendment is only possible as allowed by the systems and available capacity.
If the booking cannot be executed due to lack of availability, the client is notified in line with the agreed procedure.
The company is not responsible for the visitor’s absence at the scheduled time after the booking has been delivered, and has no obligation to provide an alternative booking in such cases.
The company is not responsible if the booking is modified or cancelled by the official authorities governing Rawdah visits, and has no obligation to provide an alternative booking in such cases.

VII. Limits of liability and privacy

The data file sent by the client is the primary reference for providing the service.
The client is fully responsible for the accuracy of the data sent; any error may lead to booking failure with no liability on the company.
The company may refuse or stop processing any request if data is found to be incorrect, incomplete, or harmful, with no liability on the company.
The company keeps data confidential and uses it only to provide the service.
Data is not shared with any third party except as necessary to complete the service or as required by law.
The company’s responsibility is limited to creating accounts and bookings through the official systems only; the company does not provide services outside those systems.
The created account belongs to the visitor, who may manage it at any time, including by providing a mobile number to the company to receive the OTP.
The visitor may request deletion of the account created by the company at any time in order to create an independent account with their own email, in accordance with the official procedures.
The company is not responsible for any activity, cancellation, or modification of the booking by any other party with access to the account.
The company is not responsible after the account is deleted and handed over to the visitor; full responsibility for managing and using the account passes to the visitor or any other authorised party.
The company is not responsible for technical failures, service interruption, or temporary or permanent unavailability of official systems or other circumstances beyond its control.
The company is not responsible for changes to systems, availability or booking policies, or regulatory decisions by the authorities governing Rawdah visits that affect the ability to make or use a booking.
The company reserves the right to suspend or discontinue the service temporarily or permanently in the event of technical, regulatory, or operational circumstances beyond its control.

VIII. Service fees

Service fees are determined by agreement between the client and the company’s sales team.
A booking request is only confirmed after fees are received according to the agreed method.
The client bears any additional costs resulting from data errors, re-processing requests, or requests to change the booking time after execution.
The client bears additional fees if visitor data is provided to the company only by submitting visa photos.

IX. Service hours

Weekly holiday: Friday.
Working days: Saturday to Thursday.
Working hours: 10:00 AM to 10:00 PM, Saudi Arabia time.

X. General provisions

This service aims to help the visitor create a Nusuk account and complete a Rawdah Al-Sharifah visit booking.
Communication through the company’s approved channels (e.g. the dedicated WhatsApp group) is the approved means for following up on requests and exchanging notifications and reports between the client and the company.
Booking times for visitors in the same group are coordinated as far as possible within close dates and times, subject to availability, with no commitment to a single time for all visitors.
The company is committed to providing the service with the highest professionalism and transparency and to processing requests in order of receipt and availability.
The system sends periodic reports on the status of requests at each stage. The report is deemed approved and the client is deemed to agree to the procedures described in it once one hour has passed from the report’s sending time and date: number of requests received; number of accounts prepared; number of bookings executed; list of names and number of requests that could not be executed due to an existing Nusuk account; list of names and number of requests that could not be executed due to a previous booking or Rawdah visit permit within the last 365 days.
Submitting a Rawdah visit booking service request constitutes explicit acceptance of all terms and conditions.
Any breach of the terms and conditions may result in rejection of the request and cancellation of the booking with no liability on the company.
The company reserves the right to amend these terms and conditions at any time; the updated version applies as soon as it is published on the website, and clients are notified of the new version when it is published through the company’s approved communication channels.