Seeker Terms and Conditions

1. Introduction

These Terms and Conditions govern the relationship between Tawkeel Commercial Services Company (the "Company") and the Umrah Requester (the "Principal") who uses the Tawkeel App.

By registering on the App, using its services, or creating any Umrah request, the Principal expressly agrees to comply with these Terms and Conditions and all related policies.

2. Definitions

The following terms shall have the meanings assigned to them below:

• App: The Tawkeel App and all related services and websites.
• Company: Tawkeel Commercial Services Company.
• Principal: The individual requesting an Umrah service for themselves or on behalf of another person through the App.
• Beneficiary: The person on whose behalf the Umrah is performed.
• Performer: The individual assigned to perform the Umrah on behalf of the Beneficiary.
• Request: An Umrah request created through the App.
• Service: The Umrah-by-Proxy service provided by Tawkeel.

3. Eligibility

To use the App and create requests, the user must:

• Be at least eighteen (18) years of age.
• Have the legal capacity required to enter into electronic transactions.
• Provide accurate, complete, and up-to-date information.
• Be authorized to request Umrah for themselves or on behalf of the intended Beneficiary.

The Company reserves the right to suspend or terminate any account that does not meet these requirements.

4. Creating Requests

The Principal may:

• Request Umrah for themselves.
• Request Umrah on behalf of another person.
• Create multiple requests simultaneously.
• Use either the Tawkeel App or the Tawkeel Business Platform depending on the account type.

A request shall only be considered complete after all required information has been submitted and the applicable service fee has been successfully paid.

5. Responsibility for Submitted Information

The Principal acknowledges and agrees that all information submitted through the App is accurate and complete, including:

• The Beneficiary’s name.
• The Beneficiary’s gender.
• The Beneficiary’s status (living or deceased).
• Any other information related to the request.

The Company shall not be responsible for any errors resulting from inaccurate, incomplete, or incorrect information provided by the Principal.

The Principal shall bear sole responsibility for any consequences arising from such inaccuracies.

6. Service Delivery

Tawkeel provides Umrah-by-Proxy services through approved and qualified Performers.

The Company reserves the right to assign the most appropriate Performer to each request according to its operational standards and business requirements.

The Principal is not entitled to select a specific Performer or object to the Company's assignment process unless otherwise determined by the Company.

7. Religious Considerations for Umrah by Proxy

The Principal acknowledges that they are responsible for determining the permissibility of requesting Umrah by proxy on behalf of the Beneficiary based on their own religious beliefs, consultation with qualified scholars, or reliance on recognized religious opinions and rulings.

The Company's role is limited to organizing and facilitating the performance of Umrah-by-Proxy services through its approved Performers. The Company does not issue religious rulings, fatwas, or binding religious opinions regarding the permissibility of Umrah by proxy in any particular circumstance.

The Principal is solely responsible for the accuracy of all information relating to the Beneficiary, including their name, gender, status (living or deceased), and any other information entered as part of the request.

The Company shall not be liable for any consequences arising from inaccurate information supplied by the Principal or from the Principal's personal religious decisions regarding Umrah by proxy.

8. Pricing and Payment

• Service prices are determined exclusively by the Company.
• Prices may vary according to seasonality, operational conditions, demand levels, or promotional campaigns.
• A request shall not be considered confirmed or eligible for processing until payment has been successfully completed.
• Payments are processed using payment methods approved by the Company.

Available payment methods include:

• Apple Pay
• Mada
• Visa
• Mastercard
• Bank transfers for companies, partners, and authorized agents

9. Cancellation and Refund Policy

Request cancellations and refunds are subject to the following conditions:

Before Assignment to a Performer

The Principal may cancel the request and receive a full refund of the amount paid.

After Assignment to a Performer and Before Service Execution Begins

The Principal may cancel the request and receive a full refund of the amount paid.

After Service Execution Has Begun

The Principal is not entitled to a refund once execution of the service has commenced.

An exception may apply if a material error in service execution is verified, including but not limited to:

• The Umrah being performed under a name different from the name submitted in the request.
• The Umrah being performed for a gender different from the gender specified in the request.

In all cases, the Company reserves the right to investigate and verify the validity of any refund request or objection before making a final determination.

10. Proof of Service Completion

Photographs, video recordings, and other verification materials approved by the Company shall constitute valid evidence of service completion.

The Principal acknowledges and agrees that the Company shall have sole discretion in reviewing, evaluating, and approving the verification materials submitted by the Performer.

11. Objections and Complaints

The Principal may submit an objection regarding service execution within three (3) days from the date the request is marked as completed.

Any objection must clearly state the grounds and reasons for the complaint.

The Company shall review the objection, verify the relevant facts, and determine the appropriate resolution based on the available evidence.

Subject to applicable laws and regulations, the Company's decision shall be considered final.

12. Acceptable Use

The Principal agrees to use the App lawfully and shall not:

• Submit false, inaccurate, or misleading information.
• Use unauthorized or unlawfully obtained payment methods.
• Attempt to manipulate, abuse, or defraud the service.
• Misuse the App, website, or related systems.
• Submit malicious, fraudulent, or misleading complaints or claims.

13. Unauthorized Payment Methods

The use of any counterfeit, stolen, unauthorized, or fraudulently obtained payment card or payment method is strictly prohibited.

If such activity is detected, the Company may:

• Cancel the related request or transaction.
• Suspend or terminate the account.
• Take legal or regulatory action as permitted by law.
• Cooperate with competent authorities where necessary.

14. Limitation of Liability

The Company makes reasonable efforts to ensure that services are delivered in accordance with its established standards.

However, the Company shall not be liable for:

• Errors resulting from information submitted by the Principal.
• Events beyond its reasonable control, including force majeure circumstances.
• Technical failures, interruptions, or disruptions caused by third parties.
• Any indirect, consequential, incidental, or special damages exceeding the value of the disputed request.

15. Intellectual Property

All rights, title, and interests in and to the App, website, trademarks, logos, content, designs, software, technology, and related materials are the exclusive property of the Company.

No part of these materials may be copied, reproduced, distributed, modified, or otherwise utilized without the Company's prior written consent.

16. Amendments to the Terms and Conditions

The Company reserves the right to amend, update, or modify these Terms and Conditions at any time.

Updated versions shall be published through the App or website, and continued use of the service following publication shall constitute acceptance of the revised Terms and Conditions.

17. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws and regulations of the Kingdom of Saudi Arabia.

Any dispute arising out of or related to these Terms and Conditions shall be subject to the exclusive jurisdiction of the competent courts and judicial authorities of the Kingdom of Saudi Arabia.

18. Contact Information

For inquiries regarding these Terms and Conditions or services provided through the App, please contact:

Support Email: support@tawkeel.com

Privacy Email: privacy@tawkeel.com

By using the Tawkeel App or creating any Umrah request through it, the Principal acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions in their entirety.