01 — Policy
Booking & Confirmation
Applies to all bookings and requests made through our website or official channels: experiences, group trips, private journeys, corporate programs, and AlUla Picks products.
When is a booking confirmed?
No booking is confirmed until the required payment is received and an official confirmation is issued by Chapters via email or WhatsApp. Any request sent through the website — especially private journeys and corporate programs — is an availability and review request, not a confirmed booking, until availability and the final price are confirmed and a payment link is sent.
Private journeys
Displayed prices are provisional (from / to) and may change based on:
■Travel date and season
■Number of guests
■Guide and transport availability
■Site and experience tickets
■Any special add-ons or program requirements
■Supplier prices at the time of confirmation
Chapters reserves the right to adjust the price before final confirmation. You are free to accept the final price or not proceed before payment.
Guest information
You agree to provide accurate, complete details. Chapters is not liable for delays or failure to deliver caused by incomplete or inaccurate information (phone, email, date, or guest count).
Payment
We may require full payment or a deposit depending on the service, and may not hold a date or book suppliers before it is received. Any transfer fees, gateway fees, or card/foreign-currency differences are borne by the guest unless otherwise agreed.
·· Important note
A private-journey request is not a confirmed booking until availability and the final price are confirmed and a payment link is sent by Chapters.
02 — Policy
Cancellation & Refunds
Our services rely on advance coordination with suppliers, dates, guides, and transport tied to a specific date, so some bookings may be partly or fully non-refundable after confirmation. Any refund is calculated by booking type, time of cancellation, and costs actually committed.
Group trips
■More than 7 days before: refund after deducting online-payment fees and any non-refundable costs, or convert to credit for another booking subject to availability.
■3 to 7 days before: cash refund not guaranteed; a partial credit or name change to a replacement participant may be offered subject to availability.
■Less than 72 hours: non-refundable.
■No-show or lateness to the meeting point: no refund.
Private journeys
As they are arranged on request, terms are tighter:
■Committed costs (guides, transport, tickets, reservations, supplier fees) may be deducted after confirmation and payment.
■More than 10 days before: rescheduling or partial refund may be considered after deducting non-refundable costs.
■4 to 10 days before: priority to rescheduling or future credit; cash refund not guaranteed.
■Less than 96 hours: non-refundable, unless Chapters decides otherwise case by case.
Ready-to-book experiences
If no specific terms appear on the experience page, the following applies:
■Change or cancel more than 72 hours before, minus any non-refundable fees.
■Less than 72 hours: non-refundable.
■Site tickets issued in the guest’s name may be non-changeable or non-refundable.
Corporate & group programs
■The deposit is non-refundable after the proposal is approved, unless stated otherwise.
■Any change in numbers, date, scope, or service level may adjust the price.
■Cancellation after arrangements begin may incur deduction of supplier and work-done costs.
■For late cancellation, Chapters may claim amounts due per the approved proposal.
Cancellation by Chapters
We may cancel, change, or reschedule for operational, safety, regulatory, or force-majeure reasons, offering one of: an alternative date, a comparable program, future credit, or a refund for the cancelled service only after deducting any non-refundable fees. We do not cover external costs not booked through us, such as flights, hotels, or visas.
Force majeure
Includes weather, site or road closures, official-authority instructions, flight delays or cancellations, and security or health conditions. The primary remedy is rescheduling or a suitable alternative; a cash refund is binding only to the extent we can actually recover from suppliers.
Refund timing
Once approved, processing takes an estimated 7 to 14 business days; arrival time may vary by bank or payment gateway.
03 — Policy
Booking Changes
You may request a change to the date, guest count, or some program details, subject to availability and Chapters’ approval.
What a change may involve
■A price difference or change fee.
■A change to the schedule.
■Loss of some previous benefits or prices.
■Inability to proceed if the date is near or the supplier is unavailable.
Chapters reserves the right to decline any change that cannot be operationally executed or affects experience quality or supplier commitments.
04 — Policy
Pricing & Offers
Prices may vary by season, request date, guest count, service level, supplier availability, and program nature.
Promotional offers
■Time-limited.
■Not applied retroactively to prior bookings.
■Not combined with other discounts unless stated.
■May exclude private journeys and corporate programs.
Chapters reserves the right to change or stop any offer at any time before booking and payment are confirmed.
05 — Policy
Safety & Liability
Guests agree to follow the instructions of Chapters, guides, organizers, official authorities, and site operators during the journey or experience.
Chapters is not liable for
■A guest breaching instructions.
■Lateness or no-show.
■Loss or damage of personal belongings.
■Injuries from personal actions or breaching safety instructions.
■Concealing a relevant medical condition.
■Using services or suppliers outside what was booked through us.
Chapters may refuse or end a person’s participation if their conduct affects their own or others’ safety or the experience quality, with no obligation to refund.
06 — Policy
Terms & Conditions
By using the Chapters website or completing any booking request, you agree to these terms and policies.
Use of the site
The site is for lawful purposes only; any use that could affect its operation or harm Chapters, its guests, or partners is prohibited.
Accuracy of information
We strive to show accurate, current information, but details such as prices, availability, site hours, and routes may change by season, organizers, or suppliers.
Intellectual property
All texts, images, designs, logos, routes, and published materials are owned by or licensed to Chapters and may not be copied or reused commercially without prior written consent.
External links
The site may contain links to third parties; we are not responsible for their content, policies, or services.
Governing law
These terms are governed by the laws in force in the Kingdom of Saudi Arabia, and its competent authorities are the reference for any dispute.
07 — Policy
Privacy
We respect our guests’ privacy and use personal data only as needed to deliver services, improve the experience, and comply with regulatory requirements.
Data we may collect
■Name, mobile number, email.
■Guest count, travel date, and program type.
■Payment and invoicing data when needed.
■Any information you optionally provide to tailor the experience.
Purposes of use
■Reviewing requests, confirming availability, and communicating.
■Issuing payment links or invoices and coordinating journeys.
■Customer service and booking updates.
■Improving services and complying with regulations.
Data sharing
We may share some data with parties needed to deliver the service (guides, transport, site operators, payment gateways, technology providers) only to the extent required. We do not sell guest data or share it for unrelated purposes without a lawful basis.
Retention & your rights
We keep data for as long as needed or per regulatory and accounting requirements, then delete or archive it. Subject to applicable law, you may request access to, correction of, or deletion of your data where possible.
Privacy contact
For any privacy request: info@chapterstour.com
08 — Policy
Photography & Content
We may document some journeys and experiences for quality, archiving, and marketing.
We make every effort not to use images or clips that clearly show guests’ faces in marketing materials without the guest’s consent, or unless the content is general and not personally identifying.
If you prefer not to appear
Let the team know before the experience begins.
Guest obligations
Filming the team or other participants, or publishing content that harms Chapters, its guests, or partners, or breaches regulations or site instructions, is prohibited.
09 — Policy
AlUla Picks & Products
Applies to local products, gifts, and pieces offered within AlUla Picks.
Product availability
Availability may change by stock and suppliers; we may cancel an order or suggest an alternative when unavailable.
Shipping & delivery
Delivery time is an estimate and varies by city, courier, and season. We are not liable for delays caused by couriers or incorrect address details.
Returns & exchanges
You may request within 7 days of receipt if the product is in original, unused condition with full packaging, unless it is:
■Made or prepared to the guest’s order.
■Perishable or tied to a specific date.
■Used or damaged by the guest.
■A product not returnable for health or operational reasons.
The guest bears shipping or return fees unless the error is on Chapters’ side.
10 — Policy
Complaints & Contact
We handle feedback and complaints seriously and clearly.
Contact channels
■Email: info@chapterstour.com
■WhatsApp and the official channels published on the site.
Review time
Complaints are reviewed within an estimated 3 to 7 business days depending on the case; some cases may take longer if tied to an external supplier or operator.