Terms & Conditions

Important: By booking, you knowingly purchase a trip to an undisclosed destination and authorise us to select the destination and make reservations within the agreed dates, budget, standards and exclusions. The destination is normally revealed 24 hours before departure.

1. Contract formation and authority

1.1 A binding contract is formed when you accept these Terms, submit the required traveller information, and we receive the required payment and issue a Booking Confirmation. Supplier reservations may be confirmed at different times.

1.2 The Lead Customer confirms that they are at least 18 years old, have authority to book for every traveller, and have provided these Terms to all travellers. The Lead Customer is responsible for communications and payments for the group.

1.3 Electronic acceptance, including ticking an acceptance box, paying through our website or application, or signing the booking summary, has the same effect as a handwritten acceptance to the extent permitted by applicable law.

2. Nature of the Mystery Trip

2.1 A “Mystery Trip” is a travel arrangement in which the final destination is deliberately not disclosed at the time of purchase. You purchase the agreed trip duration, departure point, service level, included categories, travel dates and total price — not travel to a named destination.

2.2 You authorise us to select the destination, route, suppliers and itinerary using the questionnaire, your stated budget, travel dates, passport or residency information, stated preferences, hard exclusions, accessibility needs and availability at the time of booking.

2.3 Unless stated otherwise at booking, we will reveal the destination and provide the final travel file approximately 24 hours before departure. We may reveal it earlier where reasonably required for a visa, health requirement, safety concern, supplier requirement, legal obligation or operational reason.

2.4 Your personal dislike of a properly selected destination, after you knowingly purchased a Mystery Trip, is not by itself a defect in the service and does not create a right to cancel or obtain a refund. This does not limit any mandatory right arising from our failure to provide the agreed service level or from applicable law.

3. Questionnaire, preferences and exclusions

3.1 We rely on the accuracy and completeness of your answers. Preferences are used as guidance and are not guarantees unless expressly stated as a guaranteed requirement at booking.

3.2 We will use reasonable efforts to avoid destinations or arrangements identified as hard exclusions, including destinations you have already visited, documented mobility limits, serious allergies, passport restrictions or other essential restrictions accepted by us in writing.

3.3 No destination can be represented as risk-free for every traveller or demographic. Official travel advisories, entry rules and local conditions may change. We may decline, suspend or change a proposed trip where a destination becomes unsuitable, unsafe or impracticable.

4. Services included and excluded

4.1 Only the items expressly listed as included at booking are included. Depending on the selected package, these may include transportation, accommodation, airport transfers, activities, tickets, travel planning, administrative support and a digital or physical reveal package.

4.2 Unless expressly included, the Total Trip Price does not include meals and drinks, local tourist or city taxes payable at destination, visas, passport fees, travel insurance, optional baggage, seat selection, roaming, personal spending, tips, parking, transport to the departure point, medical costs, or services purchased directly by you.

4.3 Accommodation ratings are based on the classification or rating displayed by the supplier or booking platform at the time of booking. Facilities, room configuration, views and amenities are subject to availability and supplier descriptions.

5. Price, Saudi riyals and reservation transparency

5.1 All prices charged by us are stated in Saudi riyals (SAR). The Total Trip Price shown before payment includes the Company Service and Planning Fee, applicable VAT and any mandatory charge known to us at that time, except local charges that must legally or operationally be paid directly at destination and are disclosed as exclusions.

5.2 Before purchase, you will be shown the total price and the core characteristics of the service without revealing the destination. We may correct an obvious pricing or technical error before supplier reservations are made; you may then accept the corrected price or receive a full refund of amounts paid.

5.3 After the reveal, your digital travel file will display each confirmed reservation available to us, including the supplier, dates, confirmation details and the price paid or charged for that reservation. Foreign-currency reservations may also show a SAR equivalent based on the exchange rate used at booking.

5.4 The sum of supplier reservation prices may not equal the Total Trip Price because the Total Trip Price also includes the separately disclosed Company Service and Planning Fee, VAT, payment costs, foreign-exchange differences and any agreed add-ons.

5.5 Supplier prices are dynamic and may differ from public prices displayed before or after the booking date. A later price reduction does not create a right to a refund, and a later increase will not be charged to you unless you request a change or your booking terms expressly permit an adjustment.

6. Booking confirmation and customer checks

6.1 The trip is not fully confirmed until the required booking details form is complete, payment due at that stage is received, and the principal supplier reservations are confirmed. We will issue a Booking Confirmation or notify you if the trip cannot be secured on the proposed terms.

6.2 You must review every non-secret detail in your booking summary and Booking Confirmation immediately, including names, dates, departure point, duration, package level, baggage and accessibility needs. You must report an error within 24 hours of receipt. Correction remains subject to supplier rules and may involve charges.

6.3 We will issue a booking document or electronic record stating the booking date, duration, price, included and excluded services, payment terms, cancellation and amendment policy, customer service details and the Ministry of Tourism call centre number 930. A payment receipt will be provided in Arabic and English.

7. Traveller information, passports, visas and eligibility

7.1 Passenger names and details must exactly match the travel document to be used. You are responsible for providing correct names, dates of birth, nationality, passport information, residency status and any other information requested.

7.2 Every traveller is responsible for holding valid passports, visas, permits, health documents and any other entry, transit or exit requirement. We may provide general assistance but do not replace official advice from embassies, consulates, airlines or government authorities.

7.3 Where advance action is required that would reveal the destination, we may disclose the minimum necessary information earlier than the reveal. If a traveller cannot enter or transit the selected destination because information was missing, incorrect or not disclosed to us, all resulting losses and change costs are the Customer's responsibility.

7.4 If incorrect traveller information causes a supplier to treat a correction as a cancellation and new booking, the Customer must pay all supplier charges, fare differences and our applicable amendment fee before the change is completed.

8. Payments and deposit

8.1 Unless stated otherwise at booking, the initial deposit is 30% of the Total Trip Price or SAR 1,000 per booking, whichever is greater. The actual deposit may be higher where suppliers require immediate non-refundable payment. Bookings made close to departure may require full payment.

8.2 The Company Service and Planning Fee is 10% of the Total Trip Price, subject to a minimum of SAR 350 per booking, unless another amount is clearly stated before payment. It compensates us for destination design, sourcing, reservations, administration, support and management of the Mystery Trip.

8.3 The remaining balance must be paid by the date shown at booking. If payment is late, we may pause work, release reservations or cancel the booking after reasonable notice. Any supplier loss, non-refundable amount and the earned Company Service and Planning Fee may be retained, subject to applicable law.

8.4 We will not charge your card for an amount that was not agreed at booking, in a later written change request, or in a valid supplier incident or damage charge for which you are responsible and have been given supporting details.

9. Independent suppliers and supplier terms

9.1 Flights, accommodation, ground transport, activities and other travel components are performed by independent third-party suppliers. Their transport, safety, check-in, baggage, conduct, cancellation, refund and no-show terms apply to the relevant component and are incorporated into the booking to the extent provided to you and permitted by law.

9.2 We arrange and coordinate the services and remain responsible for our own contractual and statutory duties. We do not control a supplier's day-to-day operation. Supplier insolvency, schedule changes, overbooking, equipment failure or service interruption may require us to seek an alternative or a refund under the applicable supplier and legal rules.

10. Customer cancellation and refunds

10.1 Only the Lead Customer may cancel the whole booking. A cancellation request must be sent in writing to our customer service email or WhatsApp number. Cancellation takes effect when we receive the written request during Saudi business hours.

10.2 The cancellation and refundability of each travel component are determined by the relevant supplier's policy and the fare or rate booked. Some tickets, rooms, activities and fees may be partly or wholly non-refundable from the moment they are booked.

10.3 For a Customer-initiated cancellation, the refundable amount is the amount actually recovered from suppliers, less any supplier cancellation charge, non-refundable payment-provider charge, foreign-exchange loss and any unpaid amount due under these Terms.

10.4 The Company Service and Planning Fee is non-refundable after the Booking Confirmation is issued because the planning and reservation service begins immediately. As a default, this fee equals 10% of the Total Trip Price, with a minimum of SAR 350 per booking, and is the agreed percentage retained if a Customer refund is otherwise available.

10.5 We will acknowledge a cancellation request within 2 Saudi business days and provide an initial refund estimate within 5 Saudi business days where supplier information is available. We will send any net refund to the original payment method within 7 Saudi business days after the relevant supplier funds are received by us, unless a shorter mandatory period applies.

10.6 A refund is not guaranteed merely because it is requested. We will use reasonable efforts to obtain any refund or credit available under supplier terms and will provide available supporting details. Any travel credit is subject to the issuing supplier's expiry, name and use restrictions.

10.7 Clauses 10.3 and 10.4 do not apply where we are required by applicable law to provide an equivalent alternative at no extra cost or to issue a full refund without deduction, including where the agreed service cannot be provided due to our own failure and no accepted alternative is supplied.

11. Changes requested by the Customer

11.1 A request to change dates, names, departure point, traveller numbers, baggage or another component is not effective until accepted in writing and re-confirmed by the relevant suppliers.

11.2 The Customer must pay all supplier change or cancellation charges, any increase in fare or rate, and the following Company amendment fee: SAR 150 per affected traveller when the request is received more than 30 days before departure; SAR 300 per affected traveller when received 30 days or less before departure.

11.3 A name substitution or date change may be treated by a supplier as cancellation and rebooking. We cannot guarantee that a change will be possible. If a requested change cannot be made, the Customer may keep the original booking or cancel under Clause 10.

12. Changes or cancellation by the Company

12.1 Travel arrangements may change after booking. Minor changes may include a flight-time adjustment, aircraft change, route adjustment, replacement of an activity, or substitution of accommodation with a reasonably comparable standard and location.

12.2 For a material change to the travel dates, trip duration, departure point, service level or another essential feature, we will notify you as soon as reasonably possible and offer the available options: accept the change, accept a reasonably equivalent alternative, or cancel and receive the refund required by applicable law.

12.3 If we cannot provide the service agreed at booking, we will offer an equivalent alternative without additional cost or refund the amounts paid without deduction, as required by applicable Saudi tourism rules. This does not prevent us from passing through a supplier refund or compensation that is specifically due to you.

12.4 If a supplier cancels one component, we may replace it with a comparable component. A supplier cancellation does not automatically cancel the entire Mystery Trip where the trip can still be reasonably performed to the agreed standard.

13. Force majeure and exceptional events

13.1 “Force Majeure” means an exceptional event beyond the reasonable control of the affected party, including severe weather, natural disaster, epidemic or pandemic measures, war, terrorism, civil unrest, government restriction, border or airspace closure, strike, major transport disruption or comparable event.

13.2 Where Force Majeure affects the trip, we may change, suspend or cancel affected services and will apply the directions of the competent authorities and the rights available under applicable law and supplier terms. We will provide reasonable information and assistance but are not responsible for costs that the law or a supplier does not require us to bear.

14. Reveal package, tickets and communications

14.1 The final travel file may be delivered digitally, physically, or both. It will normally include the destination, itinerary, reservation details, supplier contacts, ticket access, check-in instructions and the reservation prices described in Clause 5.3.

14.2 You must ensure that your email address, mobile number, WhatsApp number and delivery address are correct and monitored. If the reveal package or access link is not received by the stated reveal time, you must contact us immediately.

14.3 A delayed or lost physical package will be replaced digitally where possible and does not cancel valid supplier reservations.

15. Missed travel, late arrival and no-show

15.1 You are responsible for arriving at the correct airport, station, terminal, accommodation or activity at the required time and for completing check-in.

15.2 A missed segment or no-show may cause later segments to be cancelled by the supplier. Any replacement travel, accommodation or other cost is the Customer's responsibility unless the missed service was directly caused by our proven breach.

15.3 You must contact us and the relevant supplier immediately if you expect to miss a booked service. Assistance is subject to availability and may involve additional charges.

16. Baggage and personal property

16.1 The baggage allowance is the allowance stated at booking or in the final travel file. The Customer pays excess baggage, prohibited-item, storage and special-handling charges.

16.2 Loss, delay or damage to baggage is handled under the carrier's rules and applicable passenger-rights regulations. We will provide reasonable booking evidence and assistance but do not take custody of baggage.

17. Conduct, supplier rules and damage

17.1 Every traveller must comply with applicable law and the reasonable rules of carriers, accommodation providers, activity operators and other suppliers. The Customer is responsible for room incidentals, fines, damage, breakage, cleaning charges and other costs caused by the group.

17.2 A supplier may refuse or end a service where behaviour reasonably creates a safety risk, harassment, serious disturbance, unlawful conduct or property damage. No refund is due for an unused service terminated for such conduct, and the Customer must pay resulting expenses.

17.3 Where a supplier presents a documented charge to us for damage or incidentals caused by the group, we may seek reimbursement and provide the supporting details to the Lead Customer.

18. Health, accessibility and participation

18.1 Before booking, you must disclose any mobility need, disability, serious allergy, medical condition, pregnancy, mental-health need or other circumstance that may materially affect safe participation or the suitability of transportation, accommodation or activities.

18.2 We will use reasonable efforts to arrange accepted accessibility requirements but cannot guarantee features that a supplier has not confirmed. A material undisclosed condition may lead a supplier to refuse participation for safety reasons, with costs borne by the Customer to the extent permitted by law.

18.3 Activities may involve ordinary travel or adventure risks. You must follow safety instructions and decide whether participation is suitable for you. Medical advice should be obtained where appropriate.

19. Travel insurance

19.1 Comprehensive travel insurance is strongly recommended from the date of booking. It should be suitable for the destination and activities and, where relevant, cover cancellation, medical care, evacuation, baggage, delay, supplier failure and pre-existing conditions.

19.2 The absence or inadequacy of insurance does not transfer an insurer's or supplier's responsibility to us. Insurance premiums, excesses and rejected claims are the Customer's responsibility.

20. Safety and official advice

20.1 We may use official advisories and supplier information when selecting and managing a destination. Conditions can change after selection and no travel destination can be guaranteed free from crime, illness, political events, weather disruption or other risk.

20.2 Travellers must obey local law and official instructions and are responsible for their personal decisions during free time or when departing from the booked itinerary.

21. Liability

21.1 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability arising from fraud, wilful misconduct, gross negligence, or mandatory consumer and tourism rights.

21.2 We are responsible for direct loss that is proven to result from our breach of these Terms, subject to applicable law. We are not responsible for loss caused by the Customer, an independent event outside the services, or a Force Majeure event.

21.3 To the maximum extent permitted by law, we are not liable for indirect, special or consequential loss, loss of enjoyment, lost profits or business loss. Any limitation available to a carrier or other supplier under applicable law, convention or supplier contract may also apply to the relevant component.

21.4 A complaint about a supplier service should be raised during the trip where possible so that the supplier and we have a reasonable opportunity to correct it. Failure to report an issue promptly may affect the available remedy where the delay prevents investigation or correction.

22. Customer support and complaints

22.1 Customer support: support@gosidequest.ai | Working hours: Sunday–Thursday, 9:00–17:00 AST. The Ministry of Tourism call centre is 930.

22.2 We will acknowledge a formal complaint within 2 Saudi business days and aim to provide a substantive response within 10 Saudi business days. A complex complaint involving suppliers may require longer; we will provide an update and available evidence.

22.3 Nothing in this clause prevents the Customer from contacting the competent Saudi authority or pursuing a statutory remedy.

23. Personal data and privacy

23.1 We process traveller data to design the Mystery Trip, verify suitability, make and manage reservations, take payment, communicate, provide support, comply with law, prevent fraud and handle complaints.

23.2 Relevant data may be shared with airlines, accommodation providers, payment providers, activity operators, insurers, technology providers, government authorities and other parties necessary to perform the booking. Some suppliers may be outside Saudi Arabia.

23.3 Personal data will be handled in accordance with the Saudi Personal Data Protection Law, its implementing rules and our Privacy Policy. The Privacy Policy explains retention, international transfers, security and how a data subject may exercise applicable rights.

24. Electronic records and notices

24.1 Booking confirmations, invoices, tickets, itinerary changes, cancellation notices and other records may be issued electronically. Notices sent to the latest contact details you supply are treated as received when delivered by the relevant system, subject to proof of delivery and applicable law.

24.2 You must keep copies of your booking summary, Booking Confirmation, final travel file and payment receipts.

25. Governing law, language and disputes

25.1 These Terms are governed by the laws and regulations in force in the Kingdom of Saudi Arabia.

25.2 The parties will first attempt in good faith to resolve a dispute through the complaints process. If it is not resolved, it may be submitted to the competent authority or court in Saudi Arabia, subject to any mandatory jurisdiction rule.

25.3 These Terms may be issued in Arabic and English. If there is a conflict, the Arabic version approved for customer use will prevail.

26. General terms

26.1 If any provision is invalid or unenforceable, it will be adjusted or severed only to the minimum extent necessary, and the remainder will continue in effect.

26.2 A delay in enforcing a right is not a waiver. No person other than the parties and travellers named in the booking has a right to enforce these Terms, except a supplier where its terms expressly apply.

26.3 We may update these Terms for future bookings. The version accepted at the time of the Booking Confirmation applies to your booking unless a change is required by law or agreed in writing.

26.4 Your booking summary, these Terms, accepted written amendments and incorporated supplier terms constitute the entire agreement for the booking and replace prior statements about the same booking.