Sanam Operator Agreement
Version: v1.3
Last updated: 24 July 2026
This agreement is between Sanam Experiences, a company registered in the Kingdom of Saudi Arabia under commercial registration number 7054775262 ("Sanam", "we", "us"), and you, the tour and activity operator that lists experiences on Sanam ("Operator", "you"). It explains how we sell your experiences on your behalf, what you promise us, what we promise you, how you get paid, and how either of us can end the arrangement. It applies from the moment you accept it during sign-up, or the first time you list or sell an experience through Sanam.
#1. What Sanam is, and what this agreement covers
1.1 Sanam is a business-to-business platform for tourism experiences in Saudi Arabia. We make your experiences bookable through three kinds of channel: your own Sanam-powered storefront, a network of business resellers such as international travel agencies, and online travel agencies ("OTAs") such as GetYourGuide.
1.2 Sanam does not run a consumer marketplace of its own and does not compete with you for your customers.
1.3 This agreement covers your use of Sanam and the sale of your experiences through it. Commercial details that are specific to you — your commission rate, your net prices, and any channel you have switched on — are recorded in your Sanam account and form part of this agreement.
1.4 Our Terms of Service and our published privacy notice also apply. Section 19.3 explains how these documents fit together.
#2. Our relationship: we act as your disclosed agent
2.1 Sanam acts as your disclosed agent. That means we sell your experience in your name and on your behalf, and the buyer is told that the experience is supplied by you.
2.2 You remain the supplier. The contract to deliver the experience is between you and the guest. You are responsible for operating the activity, for its safety and quality, and for meeting every promise made in your listing.
2.3 Sanam is not the supplier, the tour operator, or the guide. We are not responsible for delivering the experience and we do not take on your operational or safety obligations.
2.4 This agreement does not create a partnership, a joint venture, or an employment relationship between us. Neither of us may make commitments in the other's name beyond what this agreement expressly allows.
2.5 This agreement is not exclusive. You are free to sell your experiences through your own channels and through other means. We ask only that the information and availability you give us stays accurate.
#3. Your licences, permits and insurance
3.1 You warrant — meaning you formally promise, and we rely on it — that you hold every licence, permit, registration, approval and insurance policy required by law to operate each activity you list on Sanam, in every place you operate it.
3.2 This includes, where they apply to you: your commercial registration, your Ministry of Tourism licence, any activity-specific permits (for example for water, desert, heritage, adventure or transport activities), and public liability insurance appropriate to the activity.
3.3 You will keep these valid for as long as your listings are live, renew them on time, and upload current copies to Sanam.
3.4 You will tell us without delay if any licence, permit or insurance policy expires, is suspended, is cancelled, or stops covering an activity you have listed. You will pause or remove the affected listings yourself if that happens.
3.5 If you list an activity you are not licensed or insured to operate, that is a serious breach of this agreement. We may suspend or remove your listings immediately, we may end this agreement straight away under section 15.4, and section 16.2 applies.
#4. What Sanam checks, and what we do not check
4.1 Sanam captures and reviews the credentials you upload — your commercial registration, your Ministry of Tourism licence, your insurance and any other documents we ask for. We look at them, we record them, and we may ask you questions about them.
4.2 Sanam does not verify these documents against any government registry or issuing authority. Our review is a commercial check, not a legal or regulatory verification.
4.3 This means the responsibility for being properly licensed and insured stays entirely with you. Accepting your documents, approving your account, or letting your listings go live is never a confirmation that you are lawfully licensed — not to you, and not to guests, resellers, OTAs, authorities or anyone else. Sanam makes no such confirmation to anybody.
4.4 Where the platform shows a status such as "reviewed", "approved" or "complete", it means only that we have received the document and looked at it. It never means we confirmed it with the authority that issued it.
4.5 We may ask you to re-confirm or re-upload documents at any time, and we may pause your listings until you do.
#5. Your listings: accuracy, pricing and availability
5.1 You are responsible for the content of your listings — descriptions, photographs, inclusions and exclusions, meeting points, duration, age limits, physical requirements, safety information, and anything else a guest needs to know before booking.
5.2 Everything you publish must be accurate, current and honest. Photographs must show the experience actually being sold. Do not describe features, standards or certifications you do not have.
5.3 You own or hold the rights to the content you upload, and you give Sanam permission to use it — including to translate, reformat and resize it — for the purpose of marketing, listing and selling your experiences on the channels you have enabled. This permission ends when your content is removed, except for copies that channels or partners have already published and that we cannot recall.
5.4 You set your prices: your retail price and, where relevant, your net or wholesale price. You are responsible for making sure your prices are lawful and include any taxes and charges that you are required to include.
5.5 If your listing needs a correction — a price, a meeting point, a safety detail — you will correct it promptly. We may correct obvious errors of formatting or translation, and we will not change your commercial terms without telling you.
#6. Availability and not overselling
6.1 You will keep your availability on Sanam up to date, across every channel you have enabled.
6.2 You will not oversell. If you cannot deliver a booking that Sanam has confirmed on your behalf, that is your responsibility.
6.3 If you do have to cancel a confirmed booking because of an availability failure, you will tell us immediately, help us find the guest a suitable alternative where possible, and cover any refund due under section 11. Repeated availability failures are grounds for suspension under section 14.
6.4 If you use a separate booking system as well as Sanam, you are responsible for keeping the two in step.
#7. Distribution authority: appointing Sanam as your connectivity provider
7.1 You appoint Sanam as your connectivity and reservation-system provider for the channels you enable. This is the technical role that lets an OTA or reseller send bookings straight into your Sanam account and receive live availability and pricing back.
7.2 You authorise Sanam, acting on your behalf, to:
- create, register and set up distribution-channel accounts in your name, including OTA accounts;
- connect and disconnect those accounts to and from Sanam;
- submit, update and withdraw your listings, prices and availability on those channels;
- manage the day-to-day operation of those connections, including bookings, changes and cancellations sent through them;
- correspond with those channels about your account and your connection where that is needed to keep it working.
7.3 This authority is limited to distribution and connectivity. It does not let us borrow money in your name, change your bank details, sign an unrelated contract for you, or accept liability on your behalf.
7.4 You hold your own OTA accounts. Even where we set an account up for you, the account is yours. You are the party to that OTA's own terms and conditions, you are bound by them, and you are responsible for meeting them — including their quality, cancellation and content standards.
7.5 We will act reasonably and only within what you have asked for. We will not enable a channel you have not agreed to, and we will not change your commercial terms on a channel without your instruction.
7.6 Sanam cannot guarantee that any OTA or reseller will accept you, keep you, or place your listings in any particular way. Those decisions belong to them.
7.7 You can withdraw this authority for any channel at any time by telling us. Doing so may take time to take effect on the channel's side, and it does not affect bookings already confirmed or amounts already due.
#8. How money works on the storefront and reseller channels
8.1 On your Sanam-powered storefront and through the reseller network, Sanam collects the buyer's payment as your agent and issues the buyer's invoice on your behalf, as your disclosed agent. The invoice shows you as the supplier of the experience, at the retail price inclusive of any tax that applies to your supply. Sanam's commission is shown separately as our own charge to you — it is not part of what the buyer buys from us.
8.2 Sanam then pays you your agreed net amount for each booking — the retail price less our commission and any amounts properly deducted under this agreement.
8.3 When we pay you. Your net amount for a booking becomes payable a set number of days after the experience has been delivered, and is paid to the bank account you have registered with us. The term that applies to you is the one recorded on your Sanam account, where you can see it at any time. Our current standard is 15 days after delivery, and we may agree a different term with you. If we change the standard term, we will tell you before it applies to your bookings.
8.4 You are responsible for giving us correct payment details. We are not liable for payments delayed or misdirected because the details you gave us were wrong or out of date.
8.5 We may hold back or offset an amount where there is a refund, a chargeback, a duplicate payment, or an amount you owe us. We will tell you what we have held back and why.
8.6 What we pay you is subject to. A booking settles once the buyer's payment for it has cleared to us. What we then pay is your net amount less anything refunded under section 11, less any chargeback, and less any amount held back or offset under 8.5 — the same rules our Terms of Service set out. If a buyer's payment is reversed after we have already paid you, we may recover that amount from a later payment.
#9. How money works on OTA channels
9.1 On OTA channels, the OTA is the merchant of record. The OTA takes the traveller's money and pays you directly, into the account you hold with that OTA, under the OTA's own terms and payment schedule. This follows from section 7.4: the OTA account is yours, even where we set it up for you under the distribution authority you give us in 7.2.
9.2 Sanam does not hold or pass on that money. No part of an OTA sale reaches you through us, and an OTA booking is never paid out by us under section 8. Instead, Sanam invoices you for its commission on the OTA bookings it distributed for you, plus VAT on that commission where it applies under section 10.
9.3 You pay our invoice within 15 days of its date. If you believe an invoice is wrong, tell us within 10 days of receiving it and explain why, pay the part you do not dispute, and we will resolve the rest quickly and in good faith.
9.4 Where an undisputed amount is overdue, we may deduct it from what we owe you on the storefront and reseller channels. If there is nothing to deduct it from and it stays overdue for more than 30 days after we have told you, we may suspend your channel connections until it is paid. We will always tell you before we do either.
9.5 The OTA's own commission or fee is a matter between you and the OTA, and is deducted by them. Sanam's commission is separate from it.
9.6 Because the OTA controls its own payment timing, Sanam cannot guarantee when an OTA will pay you. That does not change when our invoice is due.
#10. Sanam's commission, and VAT
10.1 Sanam earns a commission — our margin on each booking — at the rate recorded in your account. It is the only amount we charge you for selling through the channels you enable, unless we have separately agreed something in writing with you.
10.2 Because Sanam acts as your disclosed agent, VAT applies to Sanam's commission only — never to the underlying value of your experience. Your supply remains your supply for tax purposes.
10.3 Sanam is not currently registered for VAT, because it is below the SAR 375,000 registration threshold. So the VAT we charge on our commission today is zero. If and when Sanam becomes VAT-registered, VAT will apply to our commission automatically from that date, at the rate required by Saudi law, and our invoices will show it.
10.4 Your own VAT position is yours. You must tell us in your Sanam account whether you are VAT-registered and give us your VAT number if you are. A VAT invoice on the operator's portion of a sale is issued only where you have declared that you are VAT-registered. Keeping that declaration correct and current is your responsibility.
10.5 Each of us is responsible for its own taxes, filings and records. Nothing in this agreement is tax advice.
#11. Cancellations, refunds and changes
11.1 Your cancellation policy — as published in your listing — governs bookings on your Sanam storefront and through the reseller network. Make it clear and keep it current.
11.2 On OTA channels, the OTA's cancellation rules may apply instead of, or in addition to, your own. You are responsible for knowing which rules apply on the channels you use.
11.3 Who bears a refund. Where a guest is entitled to a refund under the rules that apply to the booking, the refunded amount comes out of your portion of the price. You bear it.
11.4 What happens to our commission. If the refund is not caused by you, we do not charge our commission on that booking, or we return it if it has already been taken; on a partial refund it adjusts in proportion. If the refund is caused by something you did or failed to do — an availability failure, a licence lapse, a cancelled departure — our commission stays payable, and you also bear any reasonable direct cost of putting things right, such as rebooking the guest.
11.5 If you need to change a confirmed booking — time, meeting point, guide, vehicle — tell us and the guest as early as you can. Significant changes may give the guest a right to cancel and be refunded.
11.6 Events outside our control. Neither of us is responsible for a failure caused by an event genuinely outside our reasonable control, such as extreme weather, a closure ordered by an authority, or a serious disruption to transport or infrastructure. In those cases we will work together in good faith to rebook or refund fairly.
11.7 Two limits on that. An event that arises from your own act, omission or failure to comply with the law is not an event outside your control. And no such event excuses an obligation to pay money that is already due. If the event continues for more than 60 days, either of us may end this agreement on written notice.
#12. Delivering the experience: safety and quality
12.1 You will operate every experience safely, lawfully, and to the standard your listing promises, using suitably trained and — where required — licensed staff and guides.
12.2 You will maintain your equipment and vehicles properly and follow the safety rules that apply to your activity.
12.3 You will tell us promptly about any serious incident involving a guest booked through Sanam — an injury, an accident, a police or regulatory matter, or an insurance claim.
12.4 You will handle guest complaints fairly and promptly, and cooperate with us where a complaint reaches us or a channel first.
#13. Guest data and privacy
13.1 Sanam passes you the guest information you need to deliver the booking. That information is personal data and is protected by the Saudi Personal Data Protection Law ("PDPL").
13.2 You will use guest data only to deliver and support that booking and to meet your legal obligations. You will not use it for your own marketing, sell it, or share it with anyone else, unless the guest has separately and clearly agreed.
13.3 You will keep guest data secure, limit access to staff who need it, and keep it no longer than you need it or the law requires.
13.4 You will tell us without delay if guest data you hold is lost, exposed or accessed without authorisation, and you will help us respond.
13.5 Cross-border transfers. Selling internationally means guest data moves across borders. When you enable an OTA or reseller channel, you are instructing us to distribute your experiences on that channel. Sanam decides on and assesses the transfer itself, as the party responsible for platform data, under the PDPL and our published privacy notice, and sends only what the channel needs to make the booking work. Once a channel receives the data, it handles that data under its own notice and is responsible for it.
13.6 Sanam encrypts personal and financial fields at rest and handles personal data in line with the PDPL and our published privacy notice.
13.7 Each of us is responsible for its own compliance with the PDPL for the data it controls.
#14. Suspension
14.1 We may suspend a listing, a channel connection, or your account where we reasonably believe it is necessary because of:
- a safety risk to guests;
- a licence, permit or insurance problem, including an expired or missing document;
- a legal or regulatory requirement, or an instruction from an authority;
- serious or repeated quality failures, or repeated overselling;
- an undisputed amount that is properly due to us and remains overdue after we have told you;
- suspected fraud, misuse of the platform, or a serious breach of this agreement.
14.2 We will tell you why we have suspended, and what would resolve it. Where the reason is not urgent, we will normally raise it with you first and give you a fair chance to fix it.
14.3 Suspension is not termination. We will lift it once the reason is genuinely resolved.
14.4 During a suspension, you remain responsible for delivering bookings already confirmed, and we remain responsible for paying you for them.
#15. Term, ending this agreement, and live bookings
15.1 This agreement starts when you accept it and continues until either of us ends it.
15.2 Either of us may end it for convenience on 30 days' written notice.
15.3 Either of us may end it immediately if the other becomes insolvent, can no longer lawfully perform, or commits a serious breach that is not put right within 15 days of being asked in writing.
15.4 There is no 15-day cure period where the breach cannot be put right, or where it involves operating without a required licence, permit or insurance, a risk to guest safety, or fraud. In those cases either of us may end this agreement straight away.
15.5 Live bookings survive. Bookings already confirmed when this agreement ends must still be honoured by you and still be paid by us, on the same terms, unless the guest is refunded instead.
15.6 On termination we will remove your listings from the channels we manage for you, and disconnect the channel connections we set up. Channels may keep cached copies of your content for a period beyond our control.
15.7 Amounts owed on either side at termination remain payable. Sections 8, 9, 10, 13, 16, 17, 19 and 20 continue to apply after termination, together with any other section that is clearly meant to last.
#16. Responsibility between us
16.1 Each of us is responsible for its own acts and omissions, and for meeting its own legal obligations.
16.2 You will cover Sanam for claims, fines and reasonable direct costs — including reasonable legal costs — that arise from: operating an activity without the required licence, permit or insurance; injury, loss or damage caused in delivering your experience; inaccurate or misleading listing content; or your breach of this agreement or of a channel's own terms. This applies whether the claim comes from a guest, a reseller, an OTA, an authority or anyone else.
16.3 Sanam will cover you on the same basis for claims and reasonable direct costs that arise from our own breach of this agreement or our own negligence in operating the platform.
16.4 How a claim under 16.2 or 16.3 is handled. The party facing the claim will tell the other promptly and in writing. The party giving cover may take part in or take over the defence at its own cost. Each of us will cooperate reasonably and share the information the other needs. Neither of us will admit fault or settle a covered claim without the other's written consent, which will not be unreasonably withheld or delayed.
16.5 Neither of us is responsible to the other for indirect or consequential losses, such as lost profits or lost opportunity. This does not reduce what is payable under 16.2 or 16.3.
16.6 Except for the matters in 16.7, each party's total responsibility to the other in any twelve-month period is limited to the total commission Sanam earned from your bookings in that period.
16.7 That limit does not apply to: fraud or wilful misconduct; death or personal injury caused by negligence; a breach of the licence, permit and insurance warranty in section 3; amounts payable under 16.2 or 16.3; and money genuinely owed under this agreement.
16.8 Sanam provides the platform with reasonable skill and care, but does not guarantee uninterrupted availability, a particular level of sales, or acceptance by any channel.
16.9 Nothing in this agreement excludes any liability that cannot lawfully be excluded under the law of the Kingdom of Saudi Arabia.
#17. Confidentiality
17.1 Each of us may see the other's non-public information — commercial terms, pricing, plans, and platform materials. Each of us will keep that information confidential and use it only for the purposes of this agreement.
17.2 This does not apply to information that is already public, that either of us already had, or that the law requires to be disclosed.
#18. Changes to this agreement
18.1 We may update this agreement — for example when the law changes, when we add a channel, or when a term needs to be clearer.
18.2 We will publish the updated version with a new version number and date, and tell you before a material change takes effect.
18.3 If you keep listing or selling through Sanam after a change takes effect, you accept it. If you do not accept it, you may end this agreement under section 15.2.
#19. General
19.1 Notices. We will contact you using the email address and account details you have registered with us. You can reach us through the contact details published on the Sanam platform. Keep your details current.
19.2 Assignment. Neither of us may transfer this agreement without the other's consent, except that Sanam may transfer it to a group company or as part of a business reorganisation or sale.
19.3 How our documents fit together. This agreement, the commercial terms recorded in your Sanam account, our Terms of Service and our published privacy notice together form the whole agreement between us. This agreement governs the subjects it covers — money, tax, distribution authority, cancellations, and responsibility between us. The Terms of Service cover everything else, including platform rules and account conduct. If the two conflict on the same point, this agreement wins.
19.4 If part of it fails. If any part of this agreement is found to be unenforceable, the rest of it continues to apply.
19.5 Language. This agreement is published in both Arabic and English. The Arabic version is the authoritative reference, and it prevails in the event of any difference or conflict of interpretation between the two.
#20. Governing law and disputes
20.1 This agreement is governed by the laws of the Kingdom of Saudi Arabia.
20.2 If a dispute arises, we will first try to resolve it in good faith between us, within 30 days of one of us raising it in writing.
20.3 If that does not resolve it, the dispute will be settled by the competent courts of Riyadh, Kingdom of Saudi Arabia.
Sanam · Commercial registration 7054775262 · Kingdom of Saudi Arabia
Operator Agreement v1.3 — Last updated 24 July 2026