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

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.

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.
  • 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.

Helicopter tour product terms

  1. Children must be three years of age or above to be carried on any of our Flights.
  2. All Children under 13 years of age must be accompanied by an adult.
  3. Pregnant women (not exceeding 32 weeks) can fly at their own responsibility and risk, and it is the passengers’ responsibility to inform THC about her pregnancy at the time of booking/traveling.
  4. The passenger is responsible to notify THC if there are passengers with special needs.

For safety reasons, dangerous goods as defined in the IATA Dangerous Goods Regulations, such as those listed below, shall not be carried.

  • Explosives, munitions, fireworks and flares.
  • Gases (flammable, non-flammable deeply refrigerated and poisonous) such as camping gas.
  • Radioactive materials.
  • Corrosives (such as mercury, acids, alkalis and wet cell batteries).
  • Magnetized materials and miscellaneous dangerous goods.
  • Oxidizing substances (such as bleaching powder and peroxides). Poisonous (toxic) and infectious substances.
  • Flammable liquids, such as lighter fuels, paints and thinner.
  • Flammable solids, such as matches and articles which are easily ignited; substances liable to spontaneous combustion; substances which on contact with water emit flammable gases.
  1. Passengers must be at the The Visitor Centre location mentioned on their tickets 30 minutes before the scheduled departure time and must carry an official identification document. Passengers are required to carry a valid passport or Saudi national ID while travelling and to present the identification when checking in
  2. THC will provide liability cover of passengers in accordance with the regulations of the General Authority of Civil Aviation.
  3. No food (including commercially prepared food), beverages, or coolers are permitted
  4. The passenger must comply with any security inspection carried out by government officials or RCU Staff at the visitor centre.
  5. All flights remain subject to weather, visibility conditions, aircraft availability and government restrictions as may apply from time to time. THC shall not be held liable due to inclement weather conditions or events beyond our reasonable control.
  6. THC reserves the right to refuse any person or carriage of any item if THC deems it unauthorized, unsafe or may be hazardous or endangers the aircraft, crew or other passengers. Passengers will be subject to security control as per the regulations of the General Authority of Civil Aviation and as directed by the Captain.
  7. Passengers wishing to take/use cameras and/or other photographic equipment on the flight do so entirely at their own risk.
  8. Passengers’ full names and ID details must be provided at least 3 hours before the services are conducted as restrictions apply on total passengers’ weight,. The Captain of the Aircraft shall have absolute discretion to decide what load, including the number of passengers, may safely be carried and how such load shall be distributed, whether and when a flight may be safely undertaken and when and where the Aircraft shall be landed. All such decisions of the Captain shall be final and binding on customer and carrier.
  9. Due to safety or operational requirements, physical restrictions and/or clothing or accessory restrictions may apply on the helicopter. If uncertain of the restrictions, please ask staff for more information.
  10. All passengers will be weighed before each flight.
  • 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.