Honest terms for an honest journey.

1. Agreement to these terms

These Terms of Service ("Terms") govern your use of the RUH 360 website, mobile app, and services. By creating an account, making a booking, or using any RUH 360 service, you agree to these Terms. If you do not agree, please do not use the services.

You must be at least 18 years old to make a booking. Bookings for minors must be made by a parent or legal guardian, who accepts these Terms on their behalf.

2. What we provide

• Hajj, Umrah, and family packages that include visa processing through our NAHCON-licensed partner (AIA KURAWA Travels), flights, hotels, ground transport, and guided rituals.
• Escrow-protected payments, verified hotel distances, and a 100% money-back guarantee if your visa is not approved.
• Journey support tools: real-time GPS tracking for designated family members, emergency alerts, and 24/7 support during your pilgrimage.
• Free Trust Check tools for verifying agent licences, visa status, and ticket validity.

The specific package, inclusions, dates, and price for your journey are set out in your booking confirmation, which forms part of your agreement with us. Where your booking confirmation conflicts with these Terms, the booking confirmation prevails for that journey.

3. Escrow-protected payments

• Payments you make are held in a secure, regulated escrow account — not in RUH 360's operating account.
• Funds are released to service providers (airlines, hotels, our licensed partner) progressively, only as each service is verified as delivered.
• If a booked service is not delivered, the corresponding funds remain protected and are applied to a remedy or refund as set out in these Terms and your booking confirmation.
• Payments are collected through our licensed payment processor. We never ask you to pay into a personal account, and we will never request your card PIN, OTP, or full card details.

4. Installment plans (Pay Small Small)

• You may secure a Hajj or Umrah slot with a minimum 10% deposit and pay the balance in interest-free installments over 6 or 12 months, per your chosen plan.
• Installment schedules, amounts, and due dates are shown before you confirm your plan and repeated in your payment confirmations.
• All installments are interest-free. No hidden charges are added for choosing a plan.
• If a scheduled installment fails or remains unpaid after the grace period stated in your plan, we may pause journey preparation steps that depend on those funds (such as ticket issuance or hotel confirmation) and will contact you to resolve it. Repeated non-payment may, where legally permissible and without prejudice to funds already protected in escrow, lead to cancellation under the refund rules below.
• You may settle your balance early at any time with no early-settlement penalty.

5. Visa guarantee and refunds

• We process visas through our NAHCON-licensed partner. Visa approval is ultimately the decision of the Saudi authorities, and no party can lawfully promise approval — but we can and do promise your money back.
• If your visa application is not approved, you receive 100% of the money you paid, without deductions for processing costs.
• Refunds are returned to the original payment source. Where the original source cannot receive funds (for example, a closed installment plan), we refund to a verified account you nominate.
• Our hotel distance guarantee applies separately: if the GPS-verified distance of your hotel to the Haram is off by more than 100 meters from what was advertised, we refund 25% of your accommodation cost.

Refund requests under this section should be raised through the app or with our support team. We aim to complete verified refunds within 30 days of the refund trigger, subject to payment-processor settlement times.

6. Your responsibilities

• Provide accurate, complete passenger details (legal name, passport number, date of birth, gender). Errors in these details can cause visa or ticket rejection, and corrections may carry third-party fees charged at cost.
• Hold a passport valid for at least six months beyond your travel dates, and obtain any required vaccinations (such as meningitis) before departure.
• Comply with the laws of Nigeria and the Kingdom of Saudi Arabia, and follow the guidance of our field team during the journey.
• Use the tracking and safety features lawfully: share location only for journeys you are part of, and designate emergency contacts truthfully.

We may suspend or terminate accounts used for fraud, payment abuse, harassment of staff or other pilgrims, or attempts to misuse the Trust Check tools, without prejudice to escrow protections already owed to you.

7. Safety features

• GPS tracking during an active journey is a safety feature: it lets you and your designated family members locate each other and lets us respond to emergencies.
• Location sharing is under your control and can be paused at any time; however, keeping it enabled materially improves our ability to assist you quickly.
• Emergency (SOS) alerts are delivered to your chosen emergency contacts and our response team. You are responsible for the accuracy of the contacts you designate.

8. Changes and cancellations

• Where we change your package: if airlines, hotels, or authorities make changes beyond our control, we will offer comparable alternatives. If the change is material and unacceptable to you, you may cancel and receive a refund of funds attributable to undelivered services, less only third-party costs already verifiably incurred on your behalf.
• Where you cancel: cancellation terms and any staged refund schedule for your package are stated in your booking confirmation. Funds for services not yet delivered remain protected in escrow.
• Force majeure: where Hajj or Umrah travel is suspended or restricted by government or Saudi authority decision, we will seek refunds from providers and return to you everything recoverable, and will offer transfer of your booking to a later date where providers permit.

9. Liability

• We perform the services with reasonable skill and care. Our liability for the journey services is as stated in these Terms and your booking confirmation.
• Medical support arranged by us (screening, accompaniment, monitoring) is a value-added travel service, not medical care. It does not replace your own doctor's advice; booking a journey — including an accessible or medically supported package — requires your doctor's clearance for travel.
• We are not liable for losses caused by events outside our reasonable control (including airline schedule changes, government decisions, or natural events), except that escrow-protected funds for undelivered services remain protected as set out above.
• Nothing in these Terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or fraud.

10. Governing law and disputes

• These Terms are governed by the laws of the Federal Republic of Nigeria.
• We hope to resolve any issue directly and quickly: contact us first at salam@ruh360.com or +234 706 666 5586.
• If a dispute cannot be resolved amicably, it will be referred to mediation, and failing resolution, to the courts of competent jurisdiction in Kano State, Nigeria.

11. Changes to these Terms

We may update these Terms from time to time. The version in force for your journey is the version published when you made your booking, unless a later version is more favourable to you. Continued use of the services after an update constitutes acceptance of the updated Terms.

12. Contact

RUH 360 — Lawan Dambazau Street, Kano State, Nigeria. Email: salam@ruh360.com. Phone: +234 706 666 5586.