Terms of Service

1Who this agreement is with

These terms are between RawdahPass (“RawdahPass”, “we”, “us”) and the agency that has accepted them (“you”). Our contact details are at the end of these terms.

The service is offered to licensed Hajj and Umrah agencies and group operators. It is not offered to individual pilgrims, and we do not accept instructions directly from a pilgrim.

2What the service does

You upload permit and eVisa documents for pilgrims you are responsible for. The platform extracts identity details from those documents, provisions a mailbox and registers a Nusuk account for each pilgrim, captures the emailed verification code, checks eligibility, monitors Rawdah appointment availability and books an appointment within the travel window you specify. It then retrieves the entry QR and publishes a private pass page for each pilgrim.

Booking is performed against Nusuk using the same publicly available steps a member of your staff would perform manually, on your instruction and for pilgrims you have told us you represent.

3What the service does not do

We are independent of Nusuk and of the Ministry of Hajj and Umrah. We are not an agent, partner or authorised reseller of either, and we make no claim to be.

We do not issue permits and we do not issue entry codes. Nusuk does. We do not control appointment availability, and we cannot create a slot that Nusuk has not opened.

We do not guarantee that an appointment will be obtained for any pilgrim, and we do not guarantee entry at the gate. Entry is decided by the authorities at the site.

4Your responsibilities

You confirm that, for every pilgrim whose documents you upload, you:

• hold a valid licence or authorisation to act as their travel agent;
• have that pilgrim’s informed consent, or another lawful basis, to share their personal data with us and to have an account created and an appointment booked in their name;
• have the authority to instruct us to act on their behalf; and
• have provided documents that are genuine and relate to the person named on them.

You are responsible for the travel window you set for a group and for reviewing the entries the platform flags as unclear before you approve a batch.

You must not use the platform to book on behalf of pilgrims who are not your clients, to resell access to other agencies without our written agreement, or to attempt to circumvent limits Nusuk applies.

5Accounts created for pilgrims

The platform registers a Nusuk account per pilgrim, using a mailbox it provisions. You do not give us your own Nusuk credentials and nothing is booked under your agency login. Those accounts and mailboxes exist to obtain the permit and the entry code, and every action taken against them is recorded in that pilgrim’s timeline.

6Fees and payment

Fees are charged per pilgrim processed, at the rates set out in your order or on our pricing page. Rates are tiered by volume. The service is paid for in advance: you purchase a balance, and each pilgrim processed draws against it at the applicable rate. We do not invoice in arrears and we do not extend credit.

Processing stops when your balance is exhausted. We will tell you as it runs low, but it is your responsibility to keep it funded — a batch cannot be submitted against an empty balance, and an appointment missed for that reason is not something we can recover.

Please read this paragraph before you pay. A purchased balance is valid for twelve months from the date of purchase, and any balance unused at the end of that period expires and is forfeited. A purchased balance is not refundable, in whole or in part, in any circumstances — including where you terminate, where we terminate, and where the balance expires unused. If either of these terms is unacceptable to you, do not purchase a balance.

7Availability

We aim to keep the platform continuously available, because appointment slots open without warning and a period of downtime can mean a missed slot. We do not commit to a specific uptime figure in these terms; if you require one, it must be agreed in writing in your order.

We may suspend the service temporarily for maintenance, and immediately where continuing would risk the security or integrity of the platform.

8Interruptions outside our control

The platform depends on Nusuk, on email providers and on network infrastructure we do not operate. Changes to Nusuk, rate limiting, outages or blocking by any of these may delay or prevent bookings. We will tell you when we become aware of such an event, but we are not liable for it.

9Data protection

For the personal data of pilgrims, you are the controller and we act on your instructions. Our handling of that data is set out in the Privacy Policy, which forms part of these terms.

You may export the full record of a batch at any time, and you may request deletion of a batch once its season has closed.

10Liability

Nothing in these terms limits liability that cannot lawfully be limited, including for death or personal injury caused by negligence, or for fraud.

Subject to that, our total liability arising out of or in connection with the service in any twelve-month period is limited to the fees you paid us in that period.

We are not liable for loss of profit, loss of business, loss of goodwill, or for a pilgrim being refused entry, being unable to attend, or being allocated an appointment they did not want.

11Suspension and termination

Either party may terminate on 30 days’ written notice. We may suspend or terminate immediately if you breach these terms, if we reasonably believe the platform is being used unlawfully, or if required to do so by a competent authority.

On termination we will make your data available for export for 90 days, then delete it in accordance with the Privacy Policy. Any unused balance is forfeited on termination, however the agreement ends.

12Changes to these terms

We may change these terms. Where a change materially affects you we will give at least 30 days’ notice, and continuing to use the platform after it takes effect means you accept it.

13Governing law

These terms are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts of the Kingdom have exclusive jurisdiction over any dispute arising from them.

14Contact

Questions about these terms: legal@rawdahpass.com.