These General Conditions of Carriage (‘’Conditions’’), as may be amended from time to time, apply to all Services operated by Darb Alwatan. Clarifying the terms and conditions for ticket purchases, cancellations and refunds are essential.
Please read these Conditions (along with any Special Conditions that apply to your ticket TBA) carefully before you purchase a ticket to travel on our Intercity Coach services. Amongst other things, these Conditions tell you who we are, how we will provide services to you, how and when you and/or we may change or end the contract between us, what to do if there is a problem and other important information.

Definitions

In these Conditions, the following words shall have the following meanings:
“Child Ticket” means a ticket for travel on a Service for a child aged between 2 and [5 ] (inclusive) who qualifies for a discounted fare.

“Circumstances Beyond Our Reasonable Control” means any circumstances which have an impact on our ability to provide the Services in accordance with these Conditions or any applicable Special Conditions, which are beyond our reasonable control, which shall include (without limit): war or threat of war, terrorism or threats of terrorism, riot or local disturbance or unrest, accidents or other incidents on or affecting roads, adverse weather conditions, fire and/or damage at a Station, unplanned fire alarm or other evacuation of a Station, actions by or in compliance with the requests or recommendations of the Police, Governmental or Law Enforcement authority, vandalism, cyber-attack, unforeseen traffic delays or congestion, road works, strike/industrial action, problems or delays caused by other customers or passengers, breakdown or technical problems with a Coach (where not caused by our fault or negligence), pandemic or epidemic viruses or illnesses of any description, bankruptcy, insolvency or cessation of trade or other supplier used by us and any circumstances that we reasonably consider could affect passenger safety;

“Coach” means the coach, bus or other passenger carrying vehicle or other means of passenger transport provided by us, or any other carrier, on which you are travelling in respect of a Service;

“Contract” means the contract between us and you for the supply of the Service, which shall be in accordance with these Conditions and any Special Conditions which apply to your Ticket;

“E-Ticket” means a Ticket which can be purchased online, on our mobile app, over the telephone from our contact centre, or through one of our authorised ticket agents and which will be sent to you by e-mail. You can print off a copy of the E-Ticket to show to our driver or you can show the driver the E-Ticket from a smart device;
Flexible Ticket or Fare. Means a ticket (or fare) that is refundable and changeable subject to the refund and change requests being received by the Company no later than 2 hours before the scheduled departure time of the booked journey.  For full details of how to make changes and to apply for refunds, please refer to the Ticket Refund and Ticket Change policies on our website which will be updated from time to time.

“Journey” means each journey you are entitled to make on a Service as set out in your Ticket;

“Luggage” means any suitcase or other bag which you leave in the luggage hold of the Coach, and/or bring onto a Coach, and/or or bring into a Station;

“M-Ticket” means a Ticket which can be purchased online or over the telephone from our contact centre and which will be sent to you by SMS, an M-Ticket may also be referred to as an “SMS Ticket”.

“Darb Alwatan Representative” means any of our officers, employees or other persons authorised by us to represent us, which may include the officers and employees of any company which is the same group of companies as us and the officers and employees of our Partner Operators (where and to the extent so authorised to represent us);

“Partner Operator” means a third-party operator who performs the Services as a subcontractor for and on behalf of us;

“Service” means any network services provided or arranged by us, or on our behalf, for the purpose of carrying persons and their Luggage by Coach, set out in a timetable published by us.
Special Tickets/Fares and/or Promotional Tickets/ Fares.  These lower priced tickets (if offered), usually are non changeable and non refundable.  There may be other restrictions or conditions applicable that must be checked at the time of booking.
Standard Tickets or Standard Fares (if offered) are tickets that cost less than Flexible Tickets but are subject to more restrictions.  For example, Standard Tickets are not refundable and any change requests must be received no later than 24hrs before the time of booked travel.  The full conditions of a Standard Ticket will be published on our Website from time to time and are subject to change on a periodic basis.  Passengers may also refer to our Ticket Refund and Ticket Change Policies that will be published on our website (also subject to updates from time to time).

“Station” means any coach stop where a Service may be joined or left or through which a Service may pass;

“Ticket” means any ticket, including E-Tickets and M-Tickets, issued by us, or on our behalf, which evidences our agreement to carry or arrange for the carriage of any person on a Service;

“Ticket Machine” means a ticket machine which is located at one of our Darb Alwatan owned Stations or with agents or coach drivers which can be used to purchase a Ticket or print off/check a Ticket that has already been purchased.
“we”, “us” and “our” refers to Darb Alwatan, a company registered in The Kingdom of Saudi Arabia (KSA), with registered number 4030496480, and whose registered office (TBA), trading under the name: Darb Alwatan
“you” means the person purchasing a Ticket or for whom a Ticket was purchased, or any person who travels on a Service with or without a Ticket.

Tickets

1.1 Your ticket
Your Ticket is a record of our agreement to carry you or to arrange for your carriage on an Intercity Service. A valid ticket must be purchased prior to travel from a Darb Alwatan  agent or at a Station or via the on-line booking platforms or via the call centres (in certain specified cases, tickets may be purchased from the driver). Your Ticket is our property and shall be returned to us and/or validated by us on request. If your Ticket was purchased by someone else, you agree that such person purchased the Ticket as your agent. A Ticket may only be used by the person(s) named in it or for whom it has been purchased and may not be transferred to or used by anyone else. 

1.2 Validity of your ticket
(a) Travel permitted by your Ticket: Your Ticket permits you to make the Journeys and travel on the Services stated on the Ticket, subject to any restrictions or conditions (such as dates, days of the week, and times within a day on which you may travel) set out on the Ticket.
(b) Period for which your Ticket is valid: Your Ticket is valid for travel:

• at the time(s) as is/are stated on the Ticket which apply to the Ticket; or

I Expiry of your Ticket: When your Ticket expires in accordance with Condition 3.2(b), it is no longer valid for travel. You will need to ensure that your Ticket is valid for the entirety of your Journey(s). Tickets that have not been made the subject of a valid refund or change request (if applicable) may become expired in the event that they are not used on the booked service at the booked time and on the booked date.

 1.3 On- line ticket purchase
(a) The representation of products online, accessible via the internet and the smartphone app, shall not constitute a legally binding offer. By clicking the “Book”/“Pay” button, a binding order for the goods in the shopping cart is placed. A ticket is generated for each person and each journey. Connections with transfers are treated as one journey. Confirmation of receipt of the order shall be issued immediately upon submission via an automatic e-mail confirmation. The contract for carriage shall not be deemed to have been concluded until Darb Alwatan has accepted the order by issuing an acceptance confirmation. This confirmation of acceptance may be issued with the automated e-mail confirmation or separately at a later stage.
(b) Current technology means that data communication via the internet cannot be guaranteed in an error-free and/or permanently accessible manner. It is not possible to develop and operate computer programs (software) and data processing systems (hardware) in a completely flawless manner and exclude all unpredictable factors which may occur in conjunction with the Internet medium. As a result, Darb Alwatan shall not assume any guarantee for the constant, uninterrupted availability of its website and technical systems. In particular, due to the technical characteristics of the Internet, a permanent availability of the booking options on the Internet cannot be guaranteed. There shall be no entitlement to any savings or discounted prices if, due to technical problems, the system is only available again at a later point in time (e.g. advanced selling period).

Ticket Type Fares

2.1 Discount Fares
Discount fare in the form of promotional fares or Special Fares may be offered according to the Company’s discretion and with special conditions attached.  These will be published from time to time.  Such tickets are usually non-refundable and non-changeable.
Flexible and Standard Tickets may be sold in accordance with the conditions prevailing at the time of booking. 
The Standard Ticket or Standard Fare if offered)  is less flexible than the Flexible Fare. 
The definitions of these tickets are included above.  
Flexible and Standard Fares are changeable subject to the Ticket Refund and Ticket Change Policies that will be published on our website and updated from time to time.
A change request for a Flexible Ticket must be requested no later than 2 hours before the booked departure time on the booked date of the booked trip. And a change request for a Standard Ticket must be made no later than 24 hours before the booked time of the booked trip on the booked date.
Standard Fares are not refundable.

2.2 Senior and special needs passenger fares
1). Senior citizens of aged 60 and above may be entitled to discounted fares. As may certain persons with disabilities or their escorts
2 The original ID must be brought along with a copy of the card for people with special needs attached.
3 Persons with special needs may travel on their own without an escort as far as is reasonably practicable.
4 A person acting as the escort of people with special needs may be entitled to obtain any discount that might be offered for such escorts from time to time.
5 In the event that a ticket is issued to an Escort for a person with special needs and he/she obtains a discount, he must travel with the main traveller, with the exception of the case of return.
6- Certain animals may be conveyed by any passenger (whether with special needs or not) according to the laws of Saudi Arabia.  The Company reserves the right to levy a charge for such carriage of animals and to set conditions as to how they will be conveyed.

2.3: Care and Support
In the event of inability to board for reasons outside the reasonable expectations of the passenger, or short notice cancellation or undue delay of a service, the company shall (as far as is reasonably practicable) provide care and assistance to travellers in any stage of the journey, in such circumstances, any passenger rights and entitlements will be in accordance with any applicable laws of Saudi Arabia and/or TGA Rules.

2.4 Tickets for infants, children  students and the elderly
(a) Infants under the age of 2: Infants who are under the age of two may travel for free, provided that they are accompanied by a full fare paying young person aged 16 or 17 or adult aged 18 or over, they do not require a  seat and subject to further conditions as set out in the next sentence. If one young person aged 16 or 17 or adult aged 18 or over is travelling with two or more infants under the age of two, then only one infant will be entitled to travel for free and the other infant(s) will need to travel on (a) Child Ticket(s).
(b) Children between the age of 2 and 5 : Children between the age of 2 and5 inclusive  qualify for a Child Ticket. Persons aged 6 to 18 who are students may also be entitled to discounted travel.
(c) Unaccompanied children: We will not be obliged to carry any infant under the age of three or any person under the age of 12 on any Service unless that person  is accompanied by a responsible person aged 16 or over. Unaccompanied infants and persons of 12 and under may be refused travel.
Any person using a Child Ticket or Student or other discounted ticket may be asked to present valid proof of age or proof of entitlement at the point of boarding or at any point during your Journey(s).
(c) Age of 13 and over: Travellers of age of 13 and over can travel on their own, provided they carry the original national ID.
(e) Proof of age or proof of other entitlement to discounted travel : Evidence of the age of an infant or child who is due to travel or is travelling may need to be produced at the time of purchase of a Child Ticket or at the point of boarding or at any point during the Journey(s). Failure to produce evidence showing the entitlement to discounted travel could result in a penalty fare being levied.

Passenger Responsibilities

3.1 Travel with a valid ticket
You must travel with a valid Ticket. You must make your ticket and any such reservation number available for inspection by the driver of your Coach or any Darb AlWatan representative at any time they request
(a) Travel without a valid Ticket: You will be considered not to be travelling with a valid Ticket if you:

• fail to produce your Ticket for inspection when asked at any point during your Journey;
• do not have sufficient battery or signal on your mobile phone or other electronic device to display your E-Ticket (if you have not printed this) or M-Ticket when asked at any point during your Journey. We therefore recommend that you travel with a paper copy of your E-Ticket’s QR Code as it may not always be possible to display your E-Ticket on your mobile phone or other electronic device;
• travel with a Ticket which you are not entitled to;
• travel on any Service on which your Ticket does not permit travel;
• travel before the valid from date or after the expiry date of your Ticket;
• travel further than your Ticket permits;
• travel with a Ticket which is invalidated or fraudulent in accordance with these Conditions.

For the avoidance of doubt, this is a non-exhaustive list of circumstances in which you will be considered to have travelled without a valid Ticket as other circumstances may also show this to be the case.  And a Penalty Fare may be levied in the event that you are caught travelling without a valid ticket.

3.2 Arrive early
(a) Arrival prior to scheduled departure time: You should arrive at the boarding point for your Service at least 30 minutes prior to the timetabled departure time for that Service to ensure your place on the Service.

3.3 Allow sufficient time for connections
You must allow plenty of time for a Service to arrive in time to connect with any of our other Services or services provided by third parties.

3.4 Transfer luggage
If you have to change from one Coach to another you will likely be responsible for transferring yourself and your Luggage and other items of property between Coaches, unless other arrangements have been made and/or promised in advance (including those made by passengers who have pre-booked assistance).

3.5 Wear a seat belt
It is your responsibility to ensure that you comply with the following seat belt requirements.
(a) You must wear the seatbelt provided at all times whilst seated on the Coach during a Journey. This also applies to passengers travelling in wheelchairs. In an emergency, you may still use the toilet facilities on board the Coach but must refit your seatbelt immediately upon returning to your seat.

3.6 Mid-journey breaks
If short stops are made by an Intercity Service for toilet or refreshment breaks, you must return to the Coach punctually within the time allowed for the stop. This will be conveyed by the driver. We shall not be obliged to hold up the Coach to wait for you, and we shall not be liable to you if you miss the Coach because you return later than the specified time for departure. We will not be liable for any additional costs or losses you may incur as a result of you missing the departure of the Coach.  We recommend that you utilise the land-based toilet facilities situated at rest stops given that the provision of on-board toilet facilities is meant for emergency use only. If you have any doubt as to the time when the coach will depart, you should make sure to check with a member of staff.

3.7 Joining and leaving a service
(a) You may not board or leave a Service except at the start, or finish, point of your Journey, save for at any officially authorised intermediate bus stops or at the time of any mid Journey break and save for any ill health breaks permitted under Conditions 5.9 above or Condition 5.11 below, or unless permitted by Condition 5.11(c) below. Asking the driver to make unscheduled stops, unless for reasons of medical emergency, is strictly forbidden.
(b) If you wish to join your Service at a different authorised location than your start point and you have not amended your Ticket in accordance with these Conditions you will be required to purchase a new Ticket for the Service, subject to space being available on the Service from the different start point to the finish point.
(c) You may leave the Service at an earlier authorised stop providing that you: (a) tell the driver when you board the Service that you wish to do so (so that your Luggage can be placed in an appropriate location in the luggage hold) unless that earlier stop is one at which unloading of Luggage is restricted if you are travelling with Luggage in the hold 

3.8 Ill health breaks
If, after you commence a Journey, you are prevented from travelling further by reason of illness, we will at our discretion permit you to break your Journey at the next available and safe stop, and to resume your Journey on the next Service which has available seats after you become fit to travel again. You must ensure that you inform the driver of the situation before leaving the vehicle and confirm any claim for a broken journey with our Customer Call Centre who will advise of any seat availability and issue a new ticket according to their discretion accordingly.

3.9 Checks and border requirements: Darb Alwatan will not bear any costs or damage resulting from a customer not carrying official documents whilst travelling, therefore making the customer fully responsible for any penalties, loss and damage.
(a) Immigration checks: Where a Coach is required to stop at any immigration, passport. Luggage or customs check-point, the Coach will wait for a reasonable period to enable all normal checks to be carried out. However, the Coach will not be obliged to wait for any passengers who are detained or delayed for any reason and will be entitled to depart after that reasonable period leaving any detained or delayed passengers behind. Condition 11 will apply to any Luggage or other property left by the detained or delayed passengers.

(b) Luggage checks: where your Luggage is removed from a Coach for customs checks, you will be responsible for getting your Luggage back from those checks or any carousel to the Luggage compartment of the Coach.

(c) Other border checks: Where we or you are required under any applicable law to provide details of your full name, address and other information concerning your identity and your journey and its purposes you shall, as a condition of your travel with us, promptly comply with all such law and cooperate with us in complying with such law.

(d) Other border requirements: You are advised that when crossing any borders or check-points, further requirements may be applied by the countries you are leaving or entering. We accept no responsibility or liability for such requirements, or any delays or other problems caused by such requirements, and you expressly agree that this is a risk you freely assume as a condition of travelling on our Service.

Obligations of the traveler towards official documents:
1- Saudis and citizens of the GCC countries:
a. Download the original status card.
b. Upload the original family book for companions.
c. The original identification letter for students or a valid student card to benefit from the benefits (e.g. Original or Abshir App).
d. Original social affairs card for people with special needs(or Abshir App).
e. It is not allowed to travel with the passport without the holder of the passport traveling.
2- For non-nationals of GCC countries:
a. Upload the original legal residence (or Abshir App to Show the document).
b. A valid passport for visitors.
c. For travelers holding visit visas of all kinds: They must adhere to the terms and conditions of the official authorities.

Darb Alwatan Responsibilities to you

4.1 Our obligation to carry you
We will carry you and your permitted Luggage on the Service permitted by your Ticket, subject to these General Conditions of Carriage and subject to any specific conditions as are applicable to your Ticket and, except where your Ticket permits travel on a specific Service, subject to availability of a seat on the Service on which you wish to travel. We will use reasonable care and skill in providing the Services, but we cannot guarantee that there will be an available seat on any Service unless your Ticket permits travel on a specific timed Service trip. If your Ticket does not permit travel on a specific Service trip at a specific time, you will need to make a reservation on a particular Service in accordance with Condition 5 if you want to ensure that there is a seat available on the Service on which you want to travel. 

4.2 Our carriage of wheelchair users & users of mobility scooters
Disclosure of any special needs (if any) before completing the confirmed reservation process is required. Carriage and assistance of wheelchair users & users of mobility scooters. The booking arrangements for special needs customers will be published separately from time to time. 
(a) Travel in wheelchairs: All of Darb Alwatan services are now performed by fully wheelchair-accessible coaches which can convey a passenger in their wheelchair in the designated wheelchair space. For those passengers seeking to travel in a wheelchair, we need to carry out the checks listed in our Wheelchair User Guidelines (the “Requirements”) and we also need to check that the wheelchair is powered by dry cell, or gel-type or lithium batteries only. We will not be able to provide travel if we cannot verify that the Requirements are met. We therefore recommend that a passenger wishing to travel in their wheelchair makes a booking at least 36 hours in advance of when they wish to travel through our Customer Call Centre on 8003040155 (lines open 24 hours  -  7 days a week) However, if you are a passenger wishing to travel in your wheelchair and you wish to book travel on the day or otherwise within 36 hours of travel, we will make reasonable efforts to carry out these checks on the day or within any advance notice period provided. 
(b) Travel in a Coach seat: For passengers who can transfer from their wheelchair to the Coach seat, we can transport lightweight manual wheelchairs where they can be safely stowed in the luggage hold of the Coach, which will be the case where they can be folded down and weigh less than 20kgs. This means we may not be able to transport wheelchairs, even if they can be folded, where assistance equipment or auxiliary aids mean they cannot be safely stored in the luggage hold or where their weight means they cannot safely be lifted into and out of the luggage hold. If you want to use the wheelchair lift, we also need to check that the stops at which you wish to board and alight the Coach are accessible stops at which the wheelchair lift can be deployed and that the combined weight of you and your wheelchair is capable of being lifted by the wheelchair lift. We therefore require  that a passenger wishing to transfer from their wheelchair to a Coach seat makes a booking at least 36 hours in advance of travel, through our Customer Call Centre on 8003040155 (lines open 24 hours  -  7 days a week).  As stated above, the booking arrangements for special needs customers will be published on our website.

4.3 Our carriage of animals
Certain animals may be conveyed by any passenger (whether with special needs or not) according to the laws of Saudi Arabia.  The Company reserves the right to levy a charge for such carriage of animals and to set conditions as to how they will be conveyed.

Ticket Cancellations & Refunds

5.1 Can you change or cancel your ticket?
(a) not all tickets are changeable or refundable. Whether you can cancel or amend the time and date of your Ticket will depend on the type of Ticket that you have purchased.
 For full details of how to change or request a refund of your ticket, you can check the Ticket Refund and Ticket Change Policy document that will available on our Website and updated from time to time.

(b) If you wish to cancel your Ticket: Please check the Special Conditions which apply to your Ticket for the circumstances in which you are permitted to cancel your Ticket and are entitled to a refund. Where you are entitled to a refund, you must comply with Condition 9 below.

(.c). In certain circumstances of service not living up to your full expectations, you may be entitled to a refund according to the laws of Saudi Arabia and/TGA Rules.

(c) Tickets are non-transferable. 

5.2 Changes and cancellations by us
(a) Changes to and/or Cancellations of Services: We will run our Services using reasonable care and skill. However, occasionally we may need to alter, delay or withdraw our Intercity Services, or terminate a Service once it has commenced, with or without notice and whether before or after you have booked a space on the Service, and to substitute an alternative Service, due to operational reasons or Circumstances Beyond Our Reasonable Control. In such circumstances, we will endeavour to notify you of the alteration, delay, withdrawal, or termination of the Service, and of any substitute or alternative Service, as soon as reasonably practicable.

(b) Cancellation of your Ticket: We also reserve the right to cancel your Ticket, and/or refuse to carry you on any of our Services, if you fail to comply with these Conditions that apply to your Ticket

5.3 What procedures apply in relation to refunds
Please refer to our Ticket Refund & Change Policy document that will be published on our website and subject to periodic updates from time to time.
(i) Refund charge: 
For the avoidance of doubt, making a claim for a refund does not guarantee that we will issue a refund, as refunds are only payable according to the circumstances of the case.   We also reserve the right to charge an administration charge for making refunds.

(ii) Compensation:
Darb Alwatan does not compensate for cases resulting from bad weather that endangers the safe operation of the bus, or that was due to exceptional circumstances or force majeure that impeded the regularity of the service, and could not have been avoided even if all reasonable measures were taken. 

5.4: Travel Delays

• Delay in the implementation of a service or its disruption during the service:

a. The passenger shall be entitled to reasonable due care and attention from the Company for any undue delay in executing the service from the main stations, .
B. Depending on the circumstances of a case of undue delay or cancellation, passengers may be offered the chance to transfer the ticket to the next available service on the same destination without any additional fees.
Any passenger rights or entitlements conferred on the passenger by TGA or bythe Government of Saudi Arabia will be honoured by the Company.

Luggage

6.1 Permitted luggage.
We will carry your Luggage on and subject to these Conditions.

• Permitted Luggage:

We (Darb Alwatan) will make effort to reasonably accommodate luggage up to the mandated weight limit of 75kg per seat sold.
Passengers may carry 75kg of luggage (including hand luggage) free of charge providing that there are no more than 2 pieces of hold luggage (plus one piece of hand baggage) in total( see below for the permitted volume dimensions of free of charge luggage pieces)

• The maximum dimensions of each piece of luggage: 90cm x 50cm x 40cm
• Every luggage should have a sticker/ luggage tag

And whilst excess luggage (either in terms of quantity, volume or weight) may be accommodated on the coach at the discretion of the Company, a charge for any excess luggage may be levied and such excess luggage. That said, excess luggage may be turned away by the driver  in the event of a very busy coach with insufficient luggage capacity or in the event that the excess luggage is considered to be likely to cause nuisance or danger to passengers or to otherwise impede the smooth operation of the trip.  Excess luggage charges will be posted on the Company’s website from time to time.
Excess luggage receipts must be issued to the passenger and maintained in passengers’ possession for inspection by the driver at any time.
Drivers should try to ensure that luggage is loaded in such a way so as to ensure that the passengers who will alight first will have ready access to their luggage.  Drivers should also advise passengers to label their luggage appropriately as needed.
Some passengers may have a ticket for an extra seat that is intended to be kept empty (this will be clearly marked on the ticket). Drivers should ensure that such seats are indeed kept free of passengers and drivers should also note that an empty seat that has been paid for also entitles the passenger to an extra luggage allowance.
ii) As stated above, a person who has booked an additional adjacent seat (in order to provide themselves with more individual space) may benefit from 2 separate passenger luggage allowances.  That said, whether the second luggage allowance is used or not, the second passenger seat must NOT be occupied by any passenger.
(iii) You are allowed to take onto a Coach as hand luggage, free of charge, one small piece of soft hand Luggage measuring no more than 45cm x 35cm x 20cm and weighing no more than 7kg. In this context hand Luggage means something that in the opinion of a driver or other Darb Alwatan Representative is capable of being stored safely in the overhead locker or beneath the seat of the Coach. The opinion of the Darb Alwatan representative or driver shall be final. With the exception of briefcases, hard-shelled cases, wheeled bags or hard framed rucksacks/backpacks should not normally be taken into the passenger saloon for safety reasons and these should ideally be stowed in the luggage hold of the Coach. As stated above, up to two items of Luggage can be stowed free of charge in the hold (within dimensions of) provided that it is within your total Luggage weight allowance.  For the avoidance of doubt, the total luggage weight allowance for each passenger (aggregate weight of hold luggage & hand baggage) is 75Kg.

b: Loss of Baggage:
General provisions for baggage:
1- Darb Alwatan is not responsible for the loss of the traveller’s expensive property that is lost inside the company's premises or inside the buses.
2- Darb Alwatan is not responsible for any passenger leaving or forgetting personal items inside the bus, and the traveller is responsible for supervising their hand luggage and accompanying items.
3- Darb Alwatan is not responsible for the loss of valuables within the checked baggage, and its responsibility in the event of its loss is limited to a maximum compensation of 350 riyals for one piece, after completing the legal procedures and having the sticker for the lost piece.
4- In the event of loss of luggage, the missing pieces must be reported upon arrival at the station, within no more than 30 minutes.
5. Loss of baggage due to non-loading of baggage during check-in:
6. The passenger must report the lost luggage upon arrival at the station within 30 minutes.
7.  The lost baggage ticket must be shown to the station employee.
8. The traveller deserves compensation in the amount of 350 riyals for each piece, after completing the legal procedures and having the sticker for the missing piece.
B. Loss of baggage due to accidental exchange of baggage or loss of personal baggage:
1- This case is outside the compensation and the baggage is searched for, and these are cases that fall under the item of negligence of the traveller or the negligence of another person.
2- Compensation is not made in all of these cases, whether inside the bus, the station or the agent.

(c) Wheelchairs, mobility scooters and pushchairs: Folding wheelchairs, dismantled mobility scooters and folding pushchairs/buggies may  be carried free of charge in the hold where these comply or, in the case of buggies/pushchairs, they do not exceed 20kg in weight.

(d) Fragile items: We only agree to carry fragile items if they are of reasonable size and securely packaged in order to not become damaged in the luggage hold, subject to space being available and any charges being paid if the items are excess or outsized items.
(e) If we agree to carry any particular Luggage or other item of property on any Journey this does not mean that we have agreed to carry that Luggage or other item of property on any subsequent Journey you make, unless it is Luggage that is not liable to any charge.

(f) Customers must travel with their Luggage: We will not normally carry unaccompanied Luggage or other item of property for passengers unless passengers make use of any unaccompanied baggage transit service that might be made available from time to time. This such service, if offered, will attract charges for every piece of luggage or every item.

(g) Customers should insure their Luggage: You should preferably fully insure your Luggage and other items of property with reputable insurers for an adequate amount against all usual and normal risks of loss or damage especially if you are carrying valuable items.

6.2 Prohibited items
(a) What are prohibited items? We are not obliged to carry any of the following items, and you may not bring them onto any Coach or into any Station without our permission:
(i) weapons (other than recognised articles of faith which must be sheathed, secured and worn underneath clothing at all times).
(ii) explosives;
(iii) drugs (other than medicines for which you have a prescription or were obtained over the counter);
(iv) caustic substances or solvents;
(v) non-folding pushchairs/prams;
(vi) oversized sports equipment (other than where we agree to do so under Condition
(vii) non-folding bicycles
(viii) wheelchairs and/or mobility scooters
(ix) electric scooters and/or electric unicycles ;
(x) any other items which we are not permitted to carry under the law of any country which  enter or through which it may pass; and
(xi) any items which, in our opinion or in the opinion of any driver of a Coach or Darb Alwatan Representative, are or may be unsafe, or may cause injury, offence or damage to any persons or property, including items with sharp or protruding edges, any item over 20kg in weight or any item which cannot be folded down or packaged or items which are otherwise considered by us to be unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile (and not securely packed) or perishable or in liquid form (and not securely sealed).
(xii) any items which, in our opinion or in the opinion of any driver of a Coach or Darb Alwatan Representative, emits an offensive odour regardless of packing or preservation methods. Items may include but not limited to; liquids, perishable foods and animal remains and or vegetation.
If you have any doubts about whether we will carry any particular item, you should obtain our written confirmation before purchasing your Ticket and bring this with you when you travel.
(b) What happens if you take prohibited items: If you take any prohibited item onto any Coach, we will advise you that they are prohibited, we will remove them from the Coach and the driver will give you a reasonable amount of time, based on timetable of service, to either dispose of the item or make alternative arrangements for the item's transportation. We may also refuse you travel.

6.3 Other conditions relating to luggage
(a) Packing of Luggage: You must pack all of your Luggage safely and securely, and lock and fasten it, with a view to protecting your Luggage from loss, damage or interference, and to protect any persons or other property on a Coach from being damaged by your Luggage. We will not be obliged to carry any Luggage which has not been properly packed.

(b) Labelling of Luggage: All Luggage should be clearly and appropriately labelled with your name or other contact details. Where the Company offers luggage stickers, the passenger should ensure to obtain such stickers and apply them to the luggage. We will not be obliged to carry any Luggage which has not been properly labelled. This identification stickers may be mandatory on all luggage in the hold if stopped at check points by the authorities

(c) Inspection of Luggage: We shall be entitled to inspect all of your Luggage for the purpose of ensuring compliance. We shall not be obliged to carry you or your Luggage, and shall be entitled to remove you and/or your Luggage from any Coach, if you refuse to submit your Luggage to a search or if the results of the search reveal any non-compliance

(d) Storage of Luggage: All Luggage, other than hand Luggage, must be stored in the hold or other storage compartment on the Coach and not in the passenger compartment of the Coach.

(e) Care of Luggage: Except for any Luggage stored in the hold of a Coach, you must also look after your Luggage and other items of property at all times during your Journey. You must also make sure you do not leave any of your Luggage or other items of property unattended at any time, including at any Station and including your hand Luggage whilst on a Coach.

(f) Getting the Luggage onto and off of a Service: Drivers will help to load and unload your Luggage which is placed in the hold on to and off of Coaches but may request your assistance. You should comply with any such request where you are reasonably able to do so. Notwithstanding the driver’s assistance, it is your responsibility to see your Luggage put on and taken off a Coach, 

(g) Valuable and Important items: Small valuable items and important papers or instruments creating legal entitlements should not be stowed in the Luggage hold of the Coach under any circumstances but must be taken on board the Coach as hand Luggage. Small valuable items include bank cards, money, medication, jewellery, precious metals, laptop computers, hard drives, personal electronic devices and mobile phones, and important papers and instruments creating legal entitlements include negotiable documents, securities, business documents, passports, visas, tickets and identification documents. Small valuable items and important papers or instruments creating legal entitlements will be carried on the Coach at your own risk and must not be left unattended by you. Where possible, small valuable items should be carried on your person and important papers and instruments should be kept in a bag, fitted with a lock as you see fit.
We strongly advise that you do not bring large valuable items onto the Coach as hold Luggage. If you choose to carry any large valuable items onto the Coach, provided that they otherwise comply, they will be stored in the hold of the Coach at your own risk. We shall have no liability for any loss or damage occurring to any valuable item placed in the hold of the Coach for any reason whatsoever.

6.4 Left and lost luggage

(a) Left Luggage: If you leave behind any of your Luggage or other items of property on a Coach, you should notify us as soon as possible and in any event within 24 hours of the end of your journey by calling us on 8003040155. Lines open 24 hours 7 days a week. Alternatively, you can write to us at Customer Relations Department, Darb Alwatan darbalwaton.com. If you notice that you have left behind any of your Luggage or other items of property on a Coach and we locate it, we will use reasonable efforts to store it in accordance subject to our rights to dispose of it as specified in that Condition, and to make it available for collection by you at a place we specify during our normal working hours.
(b) Lost Luggage or other items of property: If, without being notified, we find any lost Luggage or other items of property on a Coach or at a Station, we may store it subject to our rights to dispose of it as specified but any such storage will be at your risk and you will be responsible for contacting us about it.
(c) Storage of left and lost Luggage or other items of property: We shall be entitled to open and examine any left or lost Luggage or other items of property to seek to ascertain who it belongs to and/or for health and safety and/ or security reasons. If there are any items in left Luggage or other items of property which we consider are unlawful, dangerous or perishable or otherwise unsuitable for storage, we shall be entitled to hand them over to the relevant authorities or dispose of such items at any time. As our storage facilities are limited we may only hold on to left or lost Luggage or other items of property for 28 days, after which time we reserve the right to dispose of it in any manner we consider appropriate.
(d) Fee for left or lost Luggage or other items of property: We may charge you a reasonable storage, administration and/or repatriation fee for the storage and return of your left or lost Luggage or other items of property.
(e) Our liability for left or lost Luggage or other items of property: We will not be liable to you, for any loss of or damage to left or lost Luggage or other items of property as a result of any action taken by us.

Customer Behaviours

7.1 Required behaviour and prohibited behaviour
We wish to make travel with Darb Alwatan as comfortable as possible for all of our customers.
(a) Required behaviour: You must ensure that you:
(i) Behave in a reasonable, sensible and lawful manner on a Coach and at any Station;
(ii) Comply with any request or instruction from any driver of a Coach or any Darb AlWatan Representative; and
(iii) Use mobile phones and other electronic devices considerately on all Coaches and in any Station.

(b) Prohibited behaviour: You must ensure that you do not:
(i) Behave in a way that is, or is perceived to be, abusive or threatening to any person or otherwise in a disorderly way;
(ii) Conduct yourself in a way which does or may endanger yourself or any other person;
(iii) Obstruct or interfere with or impede any driver or other crew on a Coach, or any Darb Alwatan Representative, in the performance of their duties or fail to comply with their instructions;
(iv) Behave in a manner which causes discomfort, inconvenience, danger, damage or injury to any other person or to property on board any Coach or at any Station or to any Coach or Station;
(v) Obstruct or allow any of your Luggage to obstruct any aisle or emergency exit on any Coach;
(vi) Play any music players, musical instruments or electronic devices that are audible and distracting or annoying to any person on any Coach, or which interfere with, or render less audible, any public address system or other equipment;
(vii) Take onto any Coach, or into any Station, any alcoholic drinks or drugs (other than medicines) for the purpose of consuming them, or consume them on any Coach or in any Station;
(viii) Board any Coach whilst under the influence of alcoholic drinks or drugs (other than medicines)
(ix) Smoke (including substitute smoking materials such as electronic cigarettes) onboard any Coach or at any Station;
(x) Board any Coach whilst you are seriously ill or suffering from any serious contagious illness; or
(xi) Commit a criminal offence.

7.2 Other regulated behaviour
(a) Food and drink: You are more than welcome to bring your own drinks (with a lid, if they are hot) and cold food. For the safety and comfort of all customers, no hot food is permitted on our coaches.
(b) Rubbish: You must take your rubbish with you when you leave the Coach or dispose in the white small bags on the end of each aisle seat
(c) Filming: You shall not, without our prior written consent, film on any Coach or at any Station owned or managed by us for any commercial or professional purpose. You may film for personal or private purposes provided that such filming does not cause, and is not likely to cause, distress or alarm to any driver, Darb Alwatan Representative or any other customer or passenger. Our drivers and Dar Alwatan Representatives shall be entitled to determine if any filming is causing, or is likely to cause, such distress or alarm and you must stop filming if asked to do so by them.

7.3 Consequences of bad behaviour
If you fail to comply with this Condition, we shall be entitled to remove you from any Coach or Station owned or managed by us, refuse you further carriage, cancel your Ticket without refund and take any other measures as we consider necessary, including to involve law enforcement authorities if we consider that there are any security or safety issues.
Furthermore, we reserve the right to refuse travel, either on a one-off or permanent basis, to anyone who has failed to comply with this Condition or who we consider to be a nuisance or danger to our passengers, customers, drivers or Darb Alwatan Representatives.  A fine or excess charge may be levied by the Company or by the relevant Authority in respect of passenger misdemeanours.

7.4 Our liability for behaviour of others
We will not be liable to you for any act or omission of any other customer or passenger on a Coach or at a Stations

Complaints

We welcome suggestions and complaints because they help us to improve our services and put things right when they have gone wrong, and to ensure that you will want to continue to use our services in future.
We handle all complaints and suggestions quickly and tactfully, whether sent in writing, email, delivered in person or by phone. We will acknowledge your complaint within three days of receiving it and aim to resolve your complaint within 14 days.
When suggestions or complaints are about matters outside our control, we will forward them to the relevant organisation and explain that we have done this. Please contact us using phone, email contact.us@darbalwatan.com

10. Passenger Rights
Passenger rights as conferred by legislation in Saudi Arabia or by TGA are in no way affected by these Conditions of Carriage. In the unlikely event of any conflict between these Conditions of Carriage and any relevant Passenger Rights conferred by TGA regulations, the TGA’s Passenger Rights will take precedence.