Terms & Conditions

Terms and Conditions

Welcome to Portal.

These Terms and Conditions govern the use of Portal’s website and application, if any, and the services provided through them, including viewing accommodation, making bookings, paying for bookings and using related services. Completing a booking after reviewing these Terms and the policies displayed before payment constitutes acceptance of them, including the Privacy Policy and the rules specific to the accommodation.

1. Definitions

For the purposes of these Terms, the following words and expressions have the meanings set out below, unless the context requires otherwise:

Portal: the entity that owns and operates the Portal platform and the services provided through it.
Platform: Portal’s website and its applications and electronic interfaces, if any.
User: any person who accesses the Platform or uses any of its services.
Guest: the person in whose name a booking is made or who uses the accommodation, whether they make the booking themselves or it is made on their behalf.
Accommodation: a chalet, unit or other facility available for booking through Portal.
Booking: an agreement to use accommodation for a specified period in accordance with the details, price and conditions stated in the booking confirmation.
Business days for the refund periods stated in these Terms: Sunday to Thursday, excluding Fridays and Saturdays.

2. Acceptance of Terms and Eligibility

To make a booking, the User must be at least eighteen (18) years old and have the legal capacity to enter into a contract and fulfil the obligations arising from the booking.

When making a booking on behalf of others, the User confirms that they have the necessary authority to provide their data to Portal and make the booking on their behalf, and that they have informed them of the terms, policies and rules applicable to the booking and accommodation.

3. User Account and Information

Some Portal services may require a user account. The User must provide accurate, complete and up-to-date information and keep their account login details confidential. The User is responsible for activities carried out through their account, unless unauthorised use is shown to have occurred without any act or omission on their part.

The User must notify Portal immediately upon becoming aware of any unauthorised use of their account or information, through the email address published on the Platform.

Portal may request the information necessary to verify the identity of the User or Guest, complete the booking and meet legal requirements. Identity is verified by inspecting the identity document or using approved government channels, with the required details recorded without taking a copy of the document.

4. Use of the Platform

The Platform and its services must be used for lawful purposes and in accordance with these Terms and the laws applicable in the Kingdom of Saudi Arabia. In particular, the User must not:

Use the Platform or accommodation for any unlawful activity.
Provide false information or impersonate another person.
Make fictitious or fraudulent bookings or use payment methods without authorisation.
Attempt to disrupt the Platform, bypass its security systems or gain unauthorised access to its data or systems.
Resell bookings or exploit them commercially without Portal’s approval.
Use the accommodation for commercial purposes, events, gatherings or activities not covered by the booking without obtaining the required approvals.

5. Accommodation Information

Portal seeks to display accommodation details, photographs, facilities, prices and availability accurately. Before completing a booking, the User must review the accommodation’s description, location, capacity, available facilities, rules of use and specific requirements.

Minor changes to certain furnishings or equipment may occur due to maintenance or operational circumstances, provided they do not materially affect the agreed service. Material changes, or the inability to provide the unit or an essential service, will be addressed in accordance with the Guest’s rights and applicable laws, including a suitable alternative or a refund, as appropriate.

6. Bookings and Confirmation

A booking is not confirmed until its requirements have been completed, the required amount has been paid as displayed during the booking process, and Portal has issued a booking confirmation.

The confirmation includes the booking reference, accommodation, booking period, check-in and check-out times, permitted number of guests, total price, included services and applicable policies.

The Guest must ensure that the booking details are accurate and that the permitted number of guests is not exceeded. A booking may not be transferred or assigned, and the lead Guest’s name may not be changed, without Portal’s prior approval.

For units equipped for self check-in, access instructions and details are sent after the booking has been confirmed and the check-in requirements have been met. The Guest is responsible for keeping these details confidential and not sharing them with unauthorised persons.

7. Prices and Charges

Booking prices are displayed in Saudi riyals unless otherwise stated. Before completing the booking, the User is shown the total amount payable, including applicable charges and taxes according to the nature of the booking.

Additional amounts may apply to services requested by the Guest after confirmation, such as extensions, late check-out, additional services or authorised commercial use. These amounts are explained to the Guest before they agree to the service.

8. Payment

Bookings are paid for using the payment methods available on the Platform. The payment method must be valid, current and authorised for the User’s use, with sufficient funds or available credit to complete the transaction.

A booking may require full payment or an advance payment, as displayed to the User before completion. If payment is declined or the required amount cannot be collected, the booking will not be confirmed until payment has been completed through an approved method.

If an amount is collected without a booking confirmation being issued, the User must contact Portal through the email address published on the Platform so that the transaction can be checked and any refund due can be processed.

9. Booking Verification and Fraud Prevention

Portal may take reasonable steps to verify the validity of a booking, payment method or User’s identity.

Where there are serious indications of unauthorised use of data or a payment method, or of fraud, Portal may suspend booking processing, request information necessary for verification or cancel the booking, subject to applicable laws, the User’s rights and the return of any amounts to which the User is legally entitled.

This does not prevent Portal from taking appropriate legal action where misuse of the Platform or fraudulent activity is established.

10. Damage and Compensation

The Guest is responsible, in accordance with applicable laws, for damage caused by them or their accompanying guests intentionally, through misconduct or negligence, or through use that breaches the accommodation’s rules.

Portal may claim compensation due for damage and substantiated costs. The nature of the damage, the basis of the claim and its amount must be explained to the Guest, whose right to challenge the claim through lawful procedures is preserved.

The Guest is not responsible for ordinary wear and tear or faults that are not attributable to an act or omission by them or their accompanying guests.

11. Accommodation Rules

Each accommodation may have specific rules concerning guest numbers, noise, smoking, pets, use of facilities, events, gatherings, cooking, barbecuing and permitted hours of use.

These rules are displayed on the accommodation page or during the booking process before completion and form part of the booking conditions. The User and Guests must comply with them and with the laws and instructions issued by competent authorities.

Portal may take appropriate action in response to a breach, including ending the stay where there is a lawful basis to do so. Any action to compel a Guest to leave must be carried out through the competent authorities and in accordance with lawful procedures.

12. Commercial Use and Photography

The accommodation must not be used, wholly or partly, for any commercial or professional purpose without Portal’s prior written approval and any permits required for the activity.

This includes commercial or advertising photography or filming, producing content for brands, holding events or commercial activities, and displaying or promoting products or services.

This prohibition does not cover personal, non-commercial photography or filming, provided that the privacy of others, applicable laws and the accommodation’s rules are respected.

In the event of unauthorised commercial use, Portal may take appropriate lawful action, including ending the stay where there is a lawful basis to do so. An agreed compensation amount of nine thousand Saudi riyals (SAR 9,000) applies to damage resulting from this breach.

Entitlement to this compensation and its amount are subject to the rules governing agreed compensation and the competent court’s authority to adjust it. Any right to bring a claim granted by law is preserved, without double recovery for the same damage.

13. Check-in and Check-out

Check-in begins at 2:00 p.m. on the booking start date. Check-out must be completed no later than 11:00 a.m. on the booking end date. All times are local to Saudi Arabia.

Early check-in or late check-out is subject to availability and Portal’s prior approval. Any charges must be explained to the Guest and agreed to before the request is approved.

The Guest must vacate and leave the unit at the specified time and return any keys or access cards supplied, if applicable.

14. No-show

A Guest who does not use the accommodation during the booked period, without a cancellation that meets the applicable conditions or an approved amendment, is considered a no-show.

In this case, the Guest is not entitled to a refund for all or any part of the booked period or to replace it with another period, subject to rights provided by law and cases where the service cannot be provided for a reason attributable to Portal.

Late arrival does not entitle the Guest to a later check-out or a refund for unused time, unless otherwise agreed.

15. Booking Amendments and Postponements

The Guest may request a change to or postponement of the booking dates at least forty-eight (48) hours before the scheduled check-in time.

New dates are subject to availability, with any price differences disclosed and agreed before the amendment is confirmed. An amendment takes effect only when Portal issues a new confirmation.

Changes to guest details or extensions of the stay are subject to the nature of the change, availability and Portal’s approval. Any price differences or charges must be explained to the Guest in advance.

Requests to postpone a stay submitted less than forty-eight (48) hours before check-in are not accepted unless Portal agrees in writing or the Guest has a right provided by law. Booking amendments must not be used to circumvent cancellation deadlines or conditions.

Requests must be submitted through the email address published on the Platform and include the booking reference, name and requested amendment.

16. Cancellation, Refunds and Re-listing the Unit

A. Cancellation at Least Forty-eight Hours Before Check-in

The Guest may cancel the booking and receive a full refund of the amount paid if Portal receives the cancellation request at least forty-eight (48) hours before the scheduled check-in time.

This deadline is calculated in consecutive hours according to Saudi Arabia local time and includes all days of the week. The Friday and Saturday exclusion that applies to refund processing periods does not apply to the cancellation deadline.

B. Cancellation Less Than Forty-eight Hours Before Check-in

The Guest is not entitled to a refund when the cancellation request is submitted less than forty-eight (48) hours before check-in, except under the re-listing option below or where a right to a refund is provided by law.

C. Re-listing the Unit for Booking

When requesting cancellation less than forty-eight (48) hours before check-in, the Guest may ask for the unit to be offered for booking again, subject to Portal’s written approval.

The unit is made available again at the original price of the cancelled booking and for the same period. If another party books the unit for the entire same period at exactly the original price, and the replacement booking is confirmed and its payment received, the Guest becomes entitled to a full refund of the amount they paid for the cancelled booking.

If a replacement booking meeting these conditions is not secured, the Guest is not entitled to a refund under this option, subject to any right provided by law.

Portal does not guarantee that the unit will be booked again. Requesting or approving re-listing does not guarantee a refund.

D. How to Request Cancellation

Cancellation requests must be submitted through the email address published on the Platform and include the booking reference, booking holder’s name, cancellation request and any information needed to verify it.

The time at which the request reaches Portal’s designated email address is used to calculate compliance with the cancellation deadline. A Guest’s entitlement under a qualifying request does not depend on when Portal replies.

E. Refund Method and Timeframes

Amounts due are returned to the original payment method as follows:

mada: within forty-eight (48) hours, excluding all hours on Fridays and Saturdays from this calculation.
Visa: within seven (7) to fourteen (14) business days, excluding Fridays and Saturdays.

The refund period begins when a cancellation request containing all required information and meeting the refund conditions is received. For refunds under the re-listing option, the period begins when the replacement booking conditions have been met and its payment received.

These timeframes do not override any immediate refund or shorter period required by law in a particular case.

This policy applies to bookings made directly through Portal. For bookings made through external platforms, the booking, cancellation and refund conditions stated in the confirmation issued by those platforms will be observed, without prejudice to statutory rights.

17. Inability to Provide the Service and Force Majeure

If a confirmed unit cannot be provided or a material service failure occurs, Portal will notify the Guest and address the booking in accordance with the Guest’s statutory rights. Depending on the circumstances, this includes a refund or a suitable alternative, without passing on additional costs that the service provider is legally required to bear.

Overbooking or an error in updating availability is not automatically treated as force majeure.

Bookings may be affected by events beyond reasonable control, such as natural disasters, government decisions or widespread public utility outages. Their consequences will be addressed according to the nature of the event, applicable laws and instructions from competent authorities, without reducing the Guest’s statutory rights.

18. Personal Belongings and Lost Property

The Guest must take care of their personal belongings during the stay. Portal’s legal obligations concerning the safety of those belongings, and its liability for loss or damage attributable to an act or omission for which it is legally responsible, remain in effect.

If belongings are found after the Guest’s departure, Portal will document them, notify the Guest and retain them for at least thirty (30) days from the date the Guest is notified, pending their return. If the Guest cannot be notified, the procedures prescribed by the competent authorities will be followed.

19. Privacy and Data Protection

Personal data is processed in accordance with Portal’s Privacy Policy and the laws applicable in the Kingdom of Saudi Arabia, to the extent necessary to provide the service, manage the booking and fulfil legal obligations.

Necessary data may be shared with competent authorities or relevant government systems, including the Shomoos security system and tourism monitoring interfaces, where legally required and subject to data protection requirements.

20. Intellectual Property Rights

Intellectual property rights relating to the Platform and its content, including trademarks, logos, designs, text, photographs and software, belong to Portal or the rights holders who have licensed them to Portal, as applicable.

These materials must not be copied, republished, distributed or exploited without the rights holder’s permission, except as permitted by law.

21. Third-party Services

The Platform may contain links, services, payment methods or content provided by third parties. Services supplied directly by those parties are subject to their terms and policies.

The involvement of a third party does not release Portal from obligations or liabilities imposed by law. Each party’s responsibility is determined according to the nature of the service, the contractual relationship and applicable laws.

22. Limitations of Liability

Portal provides its services in accordance with applicable laws and the nature of the service and booking. To the extent permitted by law, Portal is not liable for damage proven to result from the User’s or Guest’s breach of these Terms, provision of inaccurate information or unlawful use of the accommodation.

These Terms must not be interpreted as releasing Portal from liability for its own fault or negligence, or from any obligation or liability that cannot lawfully be excluded or limited.

23. Compensation for Breaches

The User or Guest is responsible for damage, costs and claims arising directly from their breach of these Terms or applicable laws, or infringement of Portal’s or a third party’s rights, to the extent determined by law and competent authorities and without double recovery for the same damage.

24. Suspension or Termination of Use

Portal may suspend or restrict use of an account or services where there is a legitimate reason, including fraud, misuse of the Platform, repeated breaches or threats to the safety of accommodation or its users.

Suspending or closing an account does not affect existing rights and obligations. Current bookings and associated amounts will be handled in accordance with their conditions and applicable laws.

25. Changes to These Terms and Conditions

Portal may update these Terms to reflect developments in its services or legal requirements. Changes take effect on publication or on the stated effective date.

Confirmed bookings remain subject to the Terms accepted by the Guest when booking. Subsequent changes that materially alter the Guest’s rights or obligations will not apply to those bookings unless required by law or expressly accepted by the Guest.

26. Notices and Contact

Cancellation and amendment requests, enquiries and complaints must be sent to the designated contact email address published on the Platform and also stated in the booking confirmation.

The User must keep their registered email address and contact details accurate and update them when they change.

Portal may send booking confirmations, invoices, check-in instructions and service-related notices to the contact details recorded in the booking.

27. Governing Law and Dispute Resolution

These Terms are governed by and interpreted in accordance with the laws applicable in the Kingdom of Saudi Arabia.

If a dispute arises, the parties will seek to resolve it amicably within thirty (30) days of one party notifying the other. If no resolution is reached, the dispute will be referred to the competent court in Riyadh, subject to applicable jurisdiction rules.

The amicable settlement period does not prevent either party from submitting a complaint to the competent authorities, seeking urgent relief or taking lawful steps to preserve a right at risk of being lost.