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PRIME TRANSPORT

BOOKING TERMS & CONDITIONS

الشروط والأحكام الخاصة بالحجز

Effective Date: September 2026
Kingdom of Saudi Arabia

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ENGLISH

1. GENERAL TERMS

These Terms and Conditions govern all transportation services booked with Prime Transport through its website, WhatsApp, telephone, email, social media, authorized representatives, corporate agreements, or any other approved booking channel.

By requesting, confirming, or paying for a booking, the customer acknowledges that they have read, understood and accepted these Terms and Conditions.

Prime Transport provides transportation services subject to applicable laws and regulations of the Kingdom of Saudi Arabia and the requirements of the Transport General Authority (TGA) and other competent authorities, as applicable to the relevant transportation activity.

2. OUR SERVICES

Prime Transport may provide transportation services including:

• Airport transfers
• Hotel transfers
• Intercity transportation
• Makkah, Madinah and Jeddah transportation
• Umrah and Ziyarat transportation
• Corporate transportation
• Private chauffeur services
• Event transportation
• Group transportation
• Hourly vehicle/chauffeur bookings
• VIP and executive transportation
• Customized transportation arrangements

Availability depends on location, vehicle availability, regulatory requirements and the details of the requested service.

3. BOOKING REQUIREMENTS

Customers must provide complete and accurate information when making a booking, including where applicable:

• Passenger name
• Mobile/WhatsApp number
• Pickup location
• Destination
• Pickup date and time
• Number of passengers
• Number and approximate size of luggage items
• Flight number for airport transfers
• Required vehicle category
• Child-seat or other special requirements
• Any additional stops or special instructions

Prime Transport shall not be responsible for problems, delays or additional costs resulting from incorrect, incomplete or outdated information provided by the customer.

4. BOOKING CONFIRMATION

Submitting a booking request does not automatically guarantee a vehicle.

A booking is considered confirmed only after confirmation is issued by Prime Transport through an authorized booking channel.

Prime Transport may require full or partial advance payment before confirming certain bookings.

Vehicle availability, prices and booking conditions may vary according to the requested date, location, season, event, vehicle type and service requirements.

5. ADVANCE BOOKING

Customers are encouraged to book in advance, particularly for:

• Airport transfers
• Intercity trips
• Umrah transportation
• Makkah and Madinah services
• Large groups
• Corporate transportation
• Events
• VIP vehicles
• Peak seasons and public holidays

Advance booking helps ensure vehicle availability but does not constitute confirmation until Prime Transport issues the booking confirmation.

For major events, Ramadan, Hajj/Umrah peak periods, Eid holidays and other high-demand periods, special booking, payment and cancellation conditions may apply and will be communicated before confirmation.

6. PRICES

The price quoted by Prime Transport will be based on the information provided at the time of booking.

Unless specifically stated otherwise, additional charges may apply for:

• Additional waiting time
• Additional stops
• Route changes
• Additional distance
• Additional hours
• Parking charges
• Special access fees
• Additional vehicles
• Vehicle upgrades
• Services requested after confirmation

Any applicable VAT will be charged according to Saudi Arabian tax regulations.

Where possible, additional charges will be communicated to the customer before the additional service is provided.

7. PAYMENT

Prime Transport may accept approved payment methods including electronic payment, bank transfer, payment link, corporate billing or other authorized payment channels.

For selected bookings, Prime Transport may require:

• Full advance payment
• Partial advance payment/deposit
• Payment before vehicle dispatch
• Corporate credit arrangements

A booking requiring advance payment will not be considered fully confirmed until the required payment has been received or otherwise approved by Prime Transport.

8. CANCELLATION POLICY

Unless different cancellation conditions are stated in the booking confirmation:

More than 24 hours before pickup
Cancellation may be made without a cancellation charge, subject to any non-refundable third-party costs already incurred specifically for the booking.

Between 6 and 24 hours before pickup
Prime Transport may charge up to 50% of the confirmed booking value.

Less than 6 hours before pickup
Prime Transport may charge up to 100% of the confirmed booking value.

No-show
A confirmed booking may be charged at 100% if the passenger fails to appear and cannot be contacted after the applicable waiting period.

Different cancellation conditions may apply to buses, large groups, events, multi-day bookings, specially sourced vehicles, peak-season bookings and other customized services. These conditions will be disclosed at or before confirmation.

Any mandatory consumer rights under Saudi Arabian law remain unaffected.

9. BOOKING CHANGES

Customers should request booking amendments as early as possible.

Changes to pickup time, pickup location, destination, vehicle type, number of passengers, number of vehicles, additional stops, or service duration are subject to availability and may result in a revised price.

A material change may be treated as a new booking.

10. WAITING TIME

Airport Pickup

Prime Transport will make reasonable efforts to monitor the flight when a valid flight number has been provided.

Unless otherwise stated in the booking confirmation, up to 60 minutes of waiting time after the actual flight arrival/appropriate pickup commencement time may be included for airport pickups.

Additional waiting time may be chargeable.

Standard Pickup

Unless otherwise stated, the driver may wait up to 15 minutes after the confirmed pickup time without additional waiting charges.

Additional waiting time may be charged according to the vehicle and service type.

Customers are encouraged to contact Prime Transport immediately if they expect to be delayed.

11. FLIGHT DELAYS

Customers booking an airport transfer should provide the correct flight number.

Where reasonably possible, Prime Transport will monitor the flight's arrival information and adjust dispatch arrangements.

Prime Transport is not responsible for inaccurate airline/airport information, unannounced flight changes, immigration delays, baggage delays, airport restrictions or circumstances outside its reasonable control.

If a flight is cancelled or significantly changed, the customer should notify Prime Transport as soon as possible.

12. NO-SHOW POLICY

A passenger may be considered a no-show when:

• The passenger does not arrive at the agreed pickup location within the applicable waiting period
• The passenger cannot be contacted using the contact information supplied
• The passenger leaves the pickup location without informing Prime Transport
• Incorrect booking information prevents the driver from locating the passenger

Prime Transport will make reasonable attempts to contact the passenger before declaring a no-show.

A no-show may result in the full booking amount becoming payable.

13. PASSENGER RESPONSIBILITIES

Passengers must:

• Wear seat belts whenever required and available
• Follow the driver's reasonable safety instructions
• Respect the driver and vehicle
• Comply with Saudi laws and public-decency requirements
• Not exceed the permitted passenger capacity of the vehicle
• Not smoke inside the vehicle
• Not carry prohibited or dangerous materials
• Not interfere with the driver's safe operation of the vehicle
• Provide accurate destination and booking information

Prime Transport may refuse or discontinue transportation where continuing the journey would be illegal, unsafe or expose passengers, drivers, vehicles or the public to unreasonable risk.

14. CHILDREN AND CHILD SEATS

Customers should notify Prime Transport during booking if infants or children will travel and if a child seat is required.

Child seats are subject to availability and may carry an additional charge.

Children must be transported in accordance with applicable Saudi traffic and safety requirements.

15. LUGGAGE

Customers must inform Prime Transport of unusually large quantities or oversized luggage before booking.

Luggage must fit safely within the designated luggage capacity of the booked vehicle.

Prime Transport may require a larger vehicle where the luggage cannot safely be accommodated.

Dangerous, illegal, flammable or prohibited items must not be carried.

Passengers remain responsible for checking their belongings when leaving the vehicle.

16. LOST PROPERTY

Customers should report lost property to Prime Transport as soon as possible.

Prime Transport and its drivers will make reasonable efforts to locate and return found property in accordance with applicable regulations.

Prime Transport does not guarantee recovery of items left inside a vehicle.

Reasonable delivery or courier charges may apply if a recovered item must be delivered to the customer.

17. VEHICLE CATEGORY

Prime Transport will make reasonable efforts to provide the confirmed vehicle or vehicle category.

Where the specifically booked vehicle becomes unavailable because of breakdown, accident, operational circumstances or another unforeseen event, Prime Transport may provide a comparable or higher-category replacement where reasonably possible.

Vehicle photographs shown on websites, advertisements, brochures or social media may be illustrative. Exact model, year, specification or colour may vary unless specifically guaranteed in writing.

18. DRIVER & SAFETY STANDARDS

Prime Transport aims to use drivers and vehicles that satisfy the applicable licensing, operational and safety requirements for the relevant transportation activity.

Drivers are expected to:

• Drive safely
• Observe applicable traffic regulations
• Treat passengers professionally
• Protect passenger privacy
• Maintain appropriate personal appearance and conduct
• Keep vehicles reasonably clean
• Not smoke while providing passenger transportation
• Follow applicable TGA and Saudi transportation requirements

19. EVENTS & GROUP TRANSPORTATION

Event and group transportation may require separate commercial arrangements covering:

• Vehicle quantities
• Driver quantities
• Dispatch schedules
• Route plans
• Standby time
• Event coordination
• Parking and access permits
• Cancellation deadlines
• Minimum booking commitments
• Overtime
• Accommodation or travel expenses for drivers where applicable

The event quotation or signed agreement will take precedence where it contains terms specifically agreed for that booking.

20. UMRAH & ZIYARAT TRANSPORTATION

Passengers must comply with all Saudi government requirements applicable to access, permits and transportation within Makkah, Madinah and the Holy Sites.

Prime Transport does not guarantee access to restricted areas where entry is controlled by government authorities.

During Ramadan, Hajj, Umrah peak periods or other regulated periods, routes, pickup points and travel times may be changed by competent authorities.

Such changes will not constitute a breach by Prime Transport where they are outside its reasonable control.

21. DELAYS & TRAFFIC

Pickup and journey times are estimates and may be affected by traffic congestion, road closures, accidents, weather, security procedures, airport congestion, government restrictions, major events, prayer or crowd-control arrangements, vehicle breakdown, or other circumstances outside reasonable control.

Prime Transport will make reasonable efforts to provide the service on time but cannot guarantee travel duration where delays result from circumstances outside its reasonable control.

22. FORCE MAJEURE

Prime Transport will not be liable for failure or delay caused by circumstances reasonably beyond its control, including severe weather, natural disasters, road closures, government orders, security incidents, strikes, major accidents, extraordinary traffic conditions, telecommunications failures or other force-majeure events.

Prime Transport will make reasonable efforts to offer an alternative arrangement where practical.

23. CUSTOMER CONDUCT

Prime Transport reserves the right to refuse or terminate service where a passenger:

• Threatens or abuses a driver
• Behaves violently or dangerously
• Damages the vehicle
• Carries prohibited items
• Attempts to exceed vehicle capacity
• Requests an unlawful journey
• Seriously interferes with safe driving

The customer may be responsible for reasonable costs resulting from deliberate or negligent damage to the vehicle.

24. CLEANING & DAMAGE

Extraordinary cleaning required because of passenger actions may result in a reasonable cleaning charge.

The customer may also be responsible for repair or replacement costs for damage caused intentionally or through negligence, subject to applicable law and supporting evidence.

25. PRIVACY & PERSONAL INFORMATION

Prime Transport may collect information reasonably required to manage bookings and provide transportation, including:

• Name
• Contact details
• Pickup/drop-off information
• Flight information
• Booking history
• Payment/transaction information where applicable

Personal information will be handled in accordance with applicable Saudi Arabian data-protection requirements.

Information will only be used or disclosed as reasonably required for service delivery, legal compliance, payment processing, customer support, safety or other lawful purposes.

26. COMPLAINTS & QUERIES

For booking questions, amendments, complaints, lost property or other customer-service matters, customers should contact Prime Transport through its official communication channels.

When submitting a complaint, please provide:

• Booking reference
• Passenger name
• Date of service
• Vehicle/driver details if available
• Description of the issue
• Relevant supporting documents or photographs

Prime Transport will review complaints and respond within a reasonable period.

Nothing in these Terms limits a customer's right to approach the relevant Saudi regulatory or consumer-protection authority where applicable.

27. REFUNDS

Approved refunds will normally be returned through the original or another legally permitted payment method.

Processing time may depend on the bank, card provider, payment gateway or payment method.

Any refund remains subject to the cancellation terms, services already performed and applicable Saudi law.

28. THIRD-PARTY SERVICE PROVIDERS

Where legally permitted, Prime Transport may arrange transportation through approved or appropriately licensed transportation partners or subcontractors.

Prime Transport will seek to ensure that transportation is provided in accordance with applicable Saudi transportation requirements.

29. TGA & SAUDI REGULATORY COMPLIANCE

Transportation services are subject to the applicable regulations, instructions and requirements issued by the Transport General Authority (TGA) and other competent Saudi authorities.

Where any provision of these Terms conflicts with a mandatory Saudi law or regulatory requirement, the mandatory legal or regulatory requirement will prevail.

30. GOVERNING LAW

These Terms and Conditions are governed by the applicable laws and regulations of the Kingdom of Saudi Arabia.

Any dispute shall be handled through the competent authorities or courts of the Kingdom of Saudi Arabia, unless another legally valid dispute-resolution mechanism has been agreed.

31. CHANGES TO THESE TERMS

Prime Transport may update these Terms and Conditions from time to time to reflect operational, commercial or regulatory changes.

The Terms applicable to a confirmed booking will generally be those communicated or published at the time of booking, except where a change is required by law or regulation.

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