Terms of Service · UMRA PILOT

1. What UMRA PILOT is

UMRA PILOT is a marketplace that connects travelers performing Umrah with independent local guides, called Pilots, in Makkah and Madinah. We provide the platform, verify Pilots before they are listed and help both sides keep to the rules below. Pilots are not our employees; each Pilot provides their guiding services directly to the traveler.

We do not provide religious rulings, travel agency services, visas, transport or accommodation. Any guidance a Pilot gives on rites is their own, and you remain responsible for your own worship and travel arrangements.

2. Your account

You must be at least 18 years old, or travelling with a parent or guardian who holds the account.
Give accurate details and keep them up to date. One account per person.
Keep your password private. You are responsible for activity on your account.
Tell us straight away if you think someone else has used your account.

3. Requests and bookings

Pilots are booked by the day. A request is not a booking until the Pilot accepts it.
A Pilot can only accept one journey for any given day, and you can hold one journey per date.
When a Pilot accepts, other pending requests that overlap those dates are declined automatically, and both sides can see each other’s contact details.
The price shown on a Pilot’s profile is the price agreed for the booking.

4. Cancellations

Plans change, and you can cancel a pending request at any time. Once a booking is confirmed, it can be cancelled from your account until 24 hours before the journey starts; inside that window, contact us and we’ll help.

Cancelled confirmed bookings are counted. After 3, a traveler’s account is put on hold for new requests, and a Pilot’s listing is paused, until we have looked at it together. This protects travelers who rely on their Pilot, and Pilots who keep their days free for a booking.

5. Payments

Online payment is not yet available on UMRA PILOT. Until it is, payment is arranged directly between the traveler and the Pilot. We will update these terms, and tell you, before we start handling payments.

6. For Pilots

Only verified Pilots are listed. Verification includes checking the documents you upload.
Everything on your profile must be true, including your languages, experience and rates. Changes to a verified profile are reviewed before they go live.
Keep your calendar accurate, and honour the bookings you accept.
You are responsible for any licences, permits and taxes that apply to your work.
We may change your level, pause or remove your listing if you break these terms or put travelers at risk. We will tell you why.

7. How everyone should behave

Treat each other with respect. You must not:

harass, mislead or discriminate against anyone you meet through UMRA PILOT;
post false reviews, or reviews about anything other than a journey that took place;
use someone else’s identity or documents;
copy, scrape or misuse other people’s details or the content on the site;
try to break, overload or get around the security of the platform.

8. Reviews and content

You keep ownership of what you post, such as reviews and profile photos, and you give us permission to show it on UMRA PILOT. We may hide content that breaks these terms.

9. Our responsibility

We work hard to verify Pilots and keep the service running, but we cannot promise it will always be available or error free, and we are not a party to the agreement between a traveler and a Pilot. As far as the law allows, we are not responsible for what happens during a journey, or for indirect losses. Nothing in these terms limits rights you have under the law that cannot be limited.

10. Ending your account

You can stop using UMRA PILOT and ask us to close your account at any time. We may suspend or close an account that breaks these terms. Confirmed bookings should be cancelled or completed first.

11. Changes and contact

We may update these terms as the service grows. If a change matters, we will tell you before it takes effect. Questions are welcome at hello@umrapilot.com.