Terms & Conditions

1. Scope and agreement

These Terms & Conditions govern reservations, travel services, visa services and payments made through ONLINERSV and its authorised channels. By confirming a booking or initiating a payment you agree to these terms on your own behalf and on behalf of every traveller in your party.

ONLINERSV acts as a travel services provider and, for certain products, as an intermediary between you and the supplier (hotel, airline, transport company, visa authority or ground operator). Supplier rules apply in addition to these terms.

2. Non-refundable bookings and rates

Where a booking, rate or service is explicitly marked NON-REFUNDABLE at the time of purchase, it is non-refundable once payment is confirmed, once the reservation is confirmed, or once ONLINERSV has committed the booking to the supplier — whichever happens first.

Non-refundable amounts cannot be cancelled, refunded, credited or transferred, and no refund is due for unused nights or unused services, except where a refund is required by mandatory law or expressly granted in these terms.

Where a rate is marked refundable, the cancellation deadline and any charges shown with that rate at the time of purchase apply.

3. Visa services (Umrah, tourism and Hajj)

Visa application, processing, service and government fees are non-refundable once the application has been submitted or processing has begun, regardless of the outcome of the application.

Payment of a visa fee, or submission of an application, does not guarantee that a visa will be issued. Issuance, refusal, delay, quota, eligibility and validity are decided solely by the competent government authority, and ONLINERSV has no control over and accepts no liability for that decision.

Where a government authority refuses, cancels or restricts a visa, any government fee already consumed is not recoverable. Any part of a fee that ONLINERSV has genuinely not yet spent or committed will be returned where the law or the applicable authority permits.

4. No-show, late arrival and early departure

Failure to arrive on the confirmed arrival date (no-show), arrival after the confirmed date, or departure before the confirmed departure date does not entitle you to a refund of the unused nights or services, unless the supplier rules or mandatory law provide otherwise.

It is your responsibility to arrive within the supplier's stated check-in hours and to inform us of a late arrival in advance.

5. Cancellations and changes requested by the customer

Cancellation and change requests must be submitted through ONLINERSV using the contact details published on this website. A request is effective only when ONLINERSV confirms it in writing.

Any cancellation or change is subject to the rules of the rate, the supplier's charges and any non-refundable amounts already committed. Change requests may result in a new price; the difference is payable by you.

Refunds that are due are returned to the original payment method only, in the currency of the original charge, and may take the card issuer or bank additional time to appear on your statement.

6. Supplier rules and group bookings

Hotels, airlines, transport operators and visa authorities apply their own rules on cancellation, amendment, occupancy, identification, minimum stay and conduct. Those rules form part of your contract and may be stricter than these terms.

Group bookings, allotments and negotiated rates are subject to separate deposit, release, name-change and cancellation conditions communicated at the time of the offer. Deposits on group bookings are non-refundable unless stated otherwise in writing.

7. Payment, cardholder authorisation and pricing

By submitting a payment you confirm that you are the cardholder or are expressly authorised by the cardholder to use the card, and that the details you provide are accurate.

Card payments are processed by our payment service provider. ONLINERSV does not receive or store your full card number or security code.

Prices are shown inclusive of the taxes and fees stated at the time of purchase. Government taxes, municipality fees, tourism levies and supplier charges that are payable directly at the property are not included unless stated.

Currency conversion applied by your card issuer, and any fee it charges, is a matter between you and your issuer.

8. Duplicate charges and corrections

If you are charged twice for the same booking, or charged an amount that does not match the confirmed price, contact us and the proven difference will be refunded. Nothing in these terms removes your right to the correction of a proven duplicate or incorrect charge.

9. Force majeure and government restrictions

Neither party is liable for failure to perform caused by events beyond reasonable control, including natural disaster, epidemic, war, civil disturbance, strike, closure of the Two Holy Mosques or of a destination, or a decision, restriction or regulation of a government authority.

Where such an event prevents the service, ONLINERSV will pass on to you whatever refund, credit or rescheduling the supplier or authority actually grants, after deduction of amounts genuinely consumed and non-recoverable.

10. Electronic evidence and dispute handling

You agree that electronic records generated when you book or pay — including your acceptance of these terms, the date and time in UTC, the policy version, the amount and currency, the booking reference and the technical request metadata — are valid and admissible evidence of your agreement.

Before raising a dispute or chargeback with your bank, please contact us so the matter can be examined. Where a chargeback is raised, ONLINERSV will respond with the booking record, the accepted policy version and the acceptance evidence described above.

Abusive or fraudulent disputes may result in recovery of the amount together with any costs lawfully claimable.

11. Your mandatory legal rights

Nothing in these terms excludes, limits or asks you to waive any right that cannot lawfully be excluded or waived, including rights under Saudi consumer protection rules.

In particular, and regardless of any non-refundable marking, you remain entitled to a refund or correction where a charge is a proven duplicate, where the service paid for was not provided at all, or where mandatory law otherwise requires it.

12. Governing law

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

13. Contact

ONLINERSV — Al Sultan Building, Office 805, 8th Floor, Hesin Arab Street, Makkah, KSA. Email: info@onlinersv.com. Office telephone: +966 12 523 0008. WhatsApp: +966 50 555 7966.