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Terms and conditions

This page is for terms and conditions for products booked and payment processed on experiencealula.com website. Please read these carefully before you accept them.

Payment terms

  1. All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.
  2. We accept payments online using Visa and MasterCard credit/debit card in SAR.
  3. Refunds will be done only through the Original Mode of Payment.
  4. Any dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of Saudi Arabia.
  5. Saudi Arabia is our country of domicile.
  6. https://www.experiencealula.com/en will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of Saudi Arabia

Heritage sites & experience product terms

  • Drive safely and adhere to a speed limit of 30km/h.
  • Drive on the graded and paved roads only and refrain from driving in the sand or on the walkways.
  • Park your cars, trucks, vehicles and heavy equipment in the designated parking areas for each of them only.
  • Refrain from parking next to the heritage monuments or in an unorganized and random manner.
  • Refrain from keeping the vehicle engines running so as to avoid causing noise and fumes.
  • Refrain from spilling or splashing any oil or fuel onto the ground or onto any heritage monuments or sites, or lighting fires, or damaging or removing vegetation and tres--either living or dead--for any purpose.

Kindly note that any person who violates the above visitor code of conduct negative will be reported, and this may will result in taking the legal measures and applying the related disciplinary measures/action or penalties in accordance with the appliable laws, regulations and instructions adopted in the Kingdom of Saudi Arabia.

To protect our heritage:
The heritage sites have been part of AlUla’s cultural landscape for thousands of years. We hope the visitors who explore these sites will preserve this historic area by adhering to the following:

Please do:

  • Take nothing but pictures; leave nothing but footprints.
  • Please adhere to the designated walking paths and do not enter non-designated areas, such as the tombs. There is still much to be discovered about AlUla, and entering the tombs or other areas may damage the antiquities yet to be discovered underneath.
  • Please avoid distorting or marking the rock surfaces, including touching our pouring water on the engravings.
  • Do not remove rocks or take anything from the heritage sites.
  • Keep these sites clean; put your litter in the allocated bin.
  • For your safety, please do not climb rocky ledges.
  • Do not scratch, draw or in anyway mark the monuments.
  • Do not climb.
  • Heritage sites are non-smoking except in the designated smoking areas.
  • Do not remove or take anything from the tombs.
  • Do not remove or take anything from the ground.
  • No fires of any kind are permited including campfires.
  • No trees or plants are to be removed.
Visitors who mistreat the monuments will be asked to leave and will not be allow to revisit in future.
  • Customer bookings: We will gladly refund the ticket price of cancelled experiences up to 3 days before the scheduled tours. Unfortunately, we are unable to refund credit card fees. Experiences cancelled within 1–3 days before your tour may be rebooked if timeslots are available but are not eligible for refund. We are unable to refund or rebook experiences cancelled on the day of scheduled tours.
  • Booked through 3rd party or travel agent: If you booked your experience through a third party, please coordinate with them on policies, changes and updates.

By purchasing this ticket, you hereby consent to being photographed and/or filmed. By entering the venue you consent to being featured in any promotional photos/video content taken by authorised agencies on behalf of RCU. The aforementioned photos/videos can be used in ways that includes, but is not limited to, promotional content, website, media channels, or operational purposes.

Only authorised agencies and approved representatives of those agencies who have been appointed by RCU for the purpose of capturing content during this event, are allowed to photograph or film at the event premises.  Photographing or filming any attendees, activations, performances or experiences at the event without obtaining prior written consent is strictly prohibited. Any person who photographs or films attendees, activations, performances or experiences without consent will hold RCU harmless and indemnify RCU against any damages arising from such action.

Hot Air Balloon Terms And Conditions

This experience depends mainly on weather conditions, such as wind speed and direction. Balloon flights may be cancelled at any time, before or during the experience, due to weather conditions. Before heading to the experience site, please visit the Flight Status Updates page for weather and flight updates on the day of your booking.

What do you need to do in the event of a cancellation?
We will send you an email alert informing you that your flight has been cancelled. On the day of any cancelled Hot Air Balloon events, one of our team members will contact you between 9:00 am and 5:00 pm on the day of your cancelled flight to discuss options of rebooking (subject to availability) or to initiate the refund process for you. If it is not possible to rebook, you will be issued a complete refund. Please note that refunds may take up to 14 days to be processed to your bank account.

Height: 121 cm minimum 

This height restriction is set so that children are able to see over the basket safely.

Weight: 130 kg maximum

Please note passengers will be asked to share their weight before the flight. Even weight distribution is extremely important in hot air ballooning for safety purposes.

  • Please note that you will be required to complete a waiver form before the activity.
  • Late arrivals or no-shows may result in you forfeiting your experience.
  • Tethered hot air balloon flights are suitable for children 5 years and above.
  • The flight experience is not suitable for pregnant women, people of determination or people who have recently had surgery or have back injuries but all are welcome to come and enjoy the launch of the balloons.
  • You must be able to bend your knees, hang on and absorb shock under your own strength. A safe bet is if you cannot jump from a stool, a hot air balloon ride may not be appropriate or safe for you.
  • Please understand that we will always err on the side of caution and, in some cases, may ask a guest to refrain from flying. If our staff cancels you because they feel they cannot fly you safely, you will not be charged, and any charges will be refunded.
  • Please note that you will be required to complete a waiver form before the activity.
  • Late arrivals or no-shows may result in you forfeiting your experience.
    Untethered hot air balloon flights are suitable for children 5 years and above.
  • The flight experience is not suitable for pregnant women, people of determination or people who have recently had surgery or have back injuries but all are welcome to come and enjoy the launch of the balloons.
  • You must be able to bend your knees, hang on and absorb shock under your own strength. A safe bet is if you cannot jump from a stool, a hot air balloon ride may not be appropriate or safe for you. Please understand that we will always err on the side of caution and, in some cases, may ask a guest to refrain from flying.
  • If our staff cancels you because they feel they cannot fly you safely, you will not be charged, and any charges will be refunded.

Maraya concert terms and conditions

Purchase of Ticket constitutes acceptance of these Ticketing Terms & Conditions:

  1. Refunds and exchanges are not permitted.
  2. Removing any part, or altering, or defacing the ticket will invalidate it.
  3. This ticket is only valid for the date, time and event shown.
  4. Age restriction applies to attend the concert of 12 years and above
  5. The ticket holder agrees to submit to any search for any prohibited items including, but not limited to, recording devices and controlled, or dangerous substances.
  6. Latecomers will only be admitted to the concert venue at a suitable pause.
  7. Any use of mobile phones, cameras, and other electronic devices inside the concert venue is  prohibited.
  8. The ticket holder voluntarily assumes all risk and danger incidental to the event whether occurring prior to, during or subsequent to the actual event, including any death, personal injury, loss, damage or liability.
  9. Food and beverages purchased outside are not permitted.
  10. Ticket(s) that are duplicated, resold, or used for advertising, promotion or other commercial purposes will be subject to immediate cancellation.
  11. We reserve the right without refund or compensation to refuse admission/evict any person(s) whose conduct is disorderly/inappropriate, or who poses a threat to safety, security, or to the enjoyment of the event by others.
  12. Compliance with the stated safety measures is legally required in all areas within the venue.
  13. During the performance please remain seated in your allocated seat at all times. Standing and dancing is not permitted.
  14. We reserve the right to alter or vary the content or timing of any part of the "Event" in circumstances beyond our reasonable control without any obligation to make any refunds or exchange tickets.
  15. If the "Event" is rescheduled, changed, moved, or cancelled, we cannot be held responsible for any resulting costs or losses you may incur, including travel, accommodation, hospitality, or other related expenses. In the event of cancellation, the total refund will be limited to the face value of the Ticket purchased, and will exclude any costs/losses mentioned above. 
  • Access is only permitted to those who are in possession of a valid ticket.
  • Please bring your ID and you ticket as it will be required at the entrance.
  • Security checks will apply at all entrances.
  • Seats allocated at the time of booking are non-exchangeable and non-refundable.
  • Food and beverages are not permitted.
  • Refunds and exchanges are not permitted.
  • Booked through 3rd Party or Travel Agent: If you booked your concert through a third party, please coordinate with them on policies, changes and updates.

By purchasing this ticket, you hereby consent to being photographed and/or filmed. By entering the venue you consent to being featured in any promotional photos/video content taken by authorised agencies on behalf of RCU. The aforementioned photos/videos can be used in ways that includes, but is not limited to, promotional content, website, media channels, or operational purposes.

Only authorised agencies and approved representatives of those agencies who have been appointed by RCU for the purpose of capturing content during this event, are allowed to photograph or film at the event premises.  Photographing or filming any attendees, activations, performances or experiences at the event without obtaining prior written consent is strictly prohibited. Any person who photographs or films attendees, activations, performances or experiences without consent will hold RCU harmless and indemnify RCU against any damages arising from such action.