Sanam — Terms of Service
Version: v1.2
Last updated: 24 July 2026
These Terms of Service are the agreement between Sanam Experiences, a company registered in the Kingdom of Saudi Arabia under commercial registration number 7054775262 ("Sanam", "we", "us"), and the business that uses the Sanam platform — whether you are a tour and activity operator listing experiences, or a reseller selling those experiences to your own customers ("you"). They explain what the platform does, what each of us is responsible for, and the rules that apply while you use it. Detailed commercial points — your rates, your commission, and your payment terms — sit in the separate operator or reseller agreement you sign with us, or in the commercial terms recorded in your Sanam account; these Terms cover everything else.
#1. Who these terms are between
1.1 These Terms apply from the moment you create an account, accept them at sign-up, or use the platform in any way.
1.2 The person accepting these Terms confirms that they are authorised to bind the business they represent.
1.3 If you have also signed an operator agreement, a reseller agreement, or another written agreement with us, that agreement governs the commercial detail it covers. These Terms cover everything else. If the two genuinely conflict on the same point, the signed agreement wins.
1.4 If you have not signed a separate agreement, these Terms — together with the commercial terms recorded in your Sanam account and our Privacy Policy — are the whole agreement between us.
1.5 Where a section says it applies to operators or to resellers, it applies only to that kind of account. Everything else applies to both.
#2. What Sanam is and what the platform does
2.1 Sanam is an AI-native destination management company and technology platform. Our purpose is to make tourism experiences in Saudi Arabia bookable by the world.
2.2 Operators load their experiences, prices, availability and content once. Sanam then makes those experiences bookable through three channels:
- Your own storefront — a Sanam-powered booking site that carries your brand;
- The reseller network — travel agencies and trade buyers, mostly outside Saudi Arabia, who sell your experiences to their customers;
- Online travel agencies (OTAs) — third-party marketplaces such as GetYourGuide.
2.3 The operator is the principal. The operator provides the experience, sets its rules, and is responsible for delivering it safely and as described. Sanam acts as a disclosed agent — we arrange and distribute the experience on the operator's behalf, and we are open about that role with buyers. We do not become the provider of the experience.
2.4 Money does not flow the same way on every channel. On the storefront and reseller channels we also collect the buyer's payment and settle with the operator. On OTA channels we do neither — the OTA takes the money and pays the operator directly. Section 10 sets this out.
2.5 Sanam is a business-to-business platform. We are not a consumer marketplace of our own.
#3. Who may use the platform
3.1 The platform is for businesses only — registered companies and establishments. It is not for consumers, and you may not use it for personal or household purposes.
3.2 To hold an account you must be a lawfully registered business, able to enter into contracts, and licensed to do what you do on Sanam.
3.3 We review every application. We may approve an account, ask for more information, or decline it. We do not have to explain a decline, but we will not decline for an unlawful or discriminatory reason.
3.4 An account becomes fully live in stages. Some capabilities — publishing, taking bookings, being paid, and distribution to OTAs — unlock only once the relevant steps are complete.
#4. Accounts, access and security
4.1 You are responsible for everything that happens under your account, including everything your team members do.
4.2 Keep your login details private. Give each person their own login rather than sharing one. Remove people promptly when they leave your business.
4.3 Tell us as soon as you suspect any unauthorised access to your account, so we can help you protect it.
4.4 Keep your business details, contact details and banking details accurate and current. We rely on them to pay you and to reach you about bookings.
#5. Your listings and content, and the licence you give us
5.1 Your listings, descriptions, photographs, videos, prices, itineraries and brand remain yours. Sanam does not claim ownership of them.
5.2 To do the job you are asking us to do, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, display, translate, reformat and distribute your content — including through your storefront, the reseller network, and OTAs — for as long as your listings are active with us, plus a short period afterwards to complete bookings already made and to keep the records the law requires.
5.3 This licence exists only so that we can operate the platform and sell your experiences. We will not use your content for any unrelated purpose.
5.4 You confirm that you own your content or have permission to use it, including permission for any people shown in your photographs, and that it is accurate and not misleading.
5.5 We may adapt formatting, resize images, or shorten text so that a listing meets the technical or quality requirements of a particular channel. We will not change the substance of what you are selling.
5.6 Our AI features help you draft and improve listings from your own information. AI drafts. You review and approve. You remain responsible for what is published under your name.
5.7 The platform itself — our software, design, data models and brand — belongs to Sanam. You get a limited right to use it while your account is active. You may not copy it, scrape it, reverse-engineer it, or resell it.
#6. Licences, permits and insurance — your warranty to us
6.1 You warrant — that is, you formally promise us — that you hold every licence, permit, registration, approval and insurance policy required by law for what you do on Sanam, and that you will keep them valid for as long as you use the platform.
6.2 For an operator, this covers operating each activity you list, wherever you operate it, and includes, where they apply to you: your commercial registration, your Ministry of Tourism licence, activity-specific permits, and liability insurance appropriate to the activity.
6.3 For a reseller, this covers selling travel to your customers in each market you serve, and includes, where they apply to you: your business registration, any travel-agency or tour-selling licence, and the insurance or financial protection your market requires.
6.4 You will tell us promptly if any of them expires, is suspended, is withdrawn, or is not renewed, and you will pause or remove the affected listings or sales.
6.5 This clause matters. Selling a regulated activity without the required licence puts travellers, your business and our platform at risk. If you breach this clause we may remove listings or suspend your account immediately, and you are responsible for the consequences of operating without the licences you promised you held.
#7. Credentials we collect, and what our review means
7.1 During onboarding we collect and review documents such as your commercial registration, tourism licence and insurance certificates.
7.2 Our review is a completeness and plausibility check. We look at whether the document is present, legible, in your business name, and current on its face.
7.3 We do not verify these documents against any government registry. We are not able to confirm with an authority that a licence is genuine or still in force. Responsibility for holding valid credentials stays with you, under section 6.
7.4 We say this plainly so that no one — you, a reseller, an OTA or a traveller — mistakes our review for official verification.
#8. Authority to set up and run your distribution channels — operators
8.1 Operators hold their own accounts with OTAs and other distribution channels. Those accounts are in your business name, and the OTA's own terms apply to you directly.
8.2 Setting those accounts up and keeping them connected is technical work, and most operators would rather we did it. So, by using the platform, you appoint Sanam as your authorised representative and connectivity provider for distribution channels. This means you authorise us to:
- create, register and configure channel accounts in your name, using the information you gave us;
- act as your reservation-system and connectivity provider, and complete the technical certification a channel requires;
- publish, update, pause and withdraw your listings, prices and availability on those channels;
- receive and confirm bookings, and send the operational messages a channel needs;
- correspond with the channel on your behalf about connectivity, listings and bookings.
8.3 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.
8.4 We act 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. We cannot promise that a channel will accept you, keep you, or place your listings in any particular way — those decisions belong to the channel.
8.5 You can withdraw this authority at any time in writing. If you do, we will stop managing your channel connections, which normally means your listings come off those channels. Bookings already confirmed must still be honoured.
8.6 You remain bound by each channel's own terms — including its cancellation, quality and performance rules — and responsible for the consequences of breaching them.
#9. Resellers — the terms that apply to you
9.1 You buy at the agreed net or wholesale rate and set your own selling price to your customers, unless a channel's price-parity rules say otherwise.
9.2 The contract with your customer is yours. You are responsible for how you present, sell and support the booking in your own market.
9.3 When you present an experience, use the operator's own content and keep the material facts intact — what is included, the meeting point, age and fitness requirements, and the cancellation policy. Make clear to your customer that the experience is supplied by the operator, not by you or by Sanam.
9.4 You pay Sanam the agreed amount for each booking on the terms set out in your reseller agreement or in your Sanam account. If an invoice is overdue, we may pause new bookings after telling you and giving you a fair chance to settle.
9.5 You handle your own customers' questions and complaints first, and pass operational issues to us promptly so the operator can act.
9.6 Sections 6 (licences and insurance), 12 (tax), 13 (personal data) and 14 (what you may not do) apply to you in the same way they apply to operators. Section 8 applies to operators only.
#10. Fees and how money flows
This is the high-level picture. Your rates, commission and payment terms are set in your operator or reseller agreement, or in your Sanam account.
10.1 Storefront and reseller channels. Sanam collects the buyer's payment as the operator's agent and issues the buyer's invoice at the retail price, inclusive of any applicable tax.
10.2 When the operator is paid. We pay your agreed net amount 15 days after the experience has been delivered, to the bank account registered in your account. Settlement is subject to the buyer's payment having cleared, and to any refund, chargeback, channel deduction or amount you owe us under section 11.
10.3 OTA channels. The OTA is the merchant of record. The OTA takes the traveller's payment and pays the operator directly, on the OTA's own schedule. Sanam does not hold or settle money on these channels; we invoice the operator for our commission, and the OTA's own commission is a matter between the operator and the OTA.
10.4 Sanam's income is its commission or margin. We show the economics of a booking in your account so you can see what you are being paid and what we earned.
10.5 Prices are in Saudi riyals unless we agree otherwise in writing.
10.6 Cancellation and refund rules are set by the operator for each experience, shown to the buyer before payment, and applied by the platform.
#11. Refunds, chargebacks, and money we may hold back
11.1 Who funds a refund. The operator bears the refunded amount for its own portion of the price. Sanam does not charge its commission on a refunded booking, or returns it if already taken; on a partial refund, our commission adjusts in proportion.
11.2 Where a booking is cancelled because of something the operator did or failed to do — an availability failure, a lapsed licence, a cancelled departure — the operator bears the full refund and the reasonable direct cost of putting it right.
11.3 Chargebacks. If a buyer's payment is reversed, the amount sits with the party whose side caused it. If it concerns the experience — not delivered, or not as described — it is the operator's. If it results from a failure in our own payment handling, it is ours.
11.4 Set-off. We may set off or hold back, from money we owe you, any refund, chargeback, channel deduction, or amount you owe us. We will tell you the amount and the reason.
11.5 Holding settlement. Where we reasonably believe there is fraud, a safety risk, or a breach of the licence and insurance warranty in section 6, we may hold settlement on the affected bookings while we look into it. We will tell you before we do, unless the law or an authority prevents us. Money held is still yours: we hold no more than is reasonably needed, and we release it as soon as the concern is resolved, less anything properly deducted.
11.6 Amounts you owe us are payable on the terms of the invoice. If they are overdue, section 11.4 applies and we may pause new bookings after telling you.
#12. Tax and invoicing
12.1 Sanam acts as a disclosed agent for tax purposes. We account for tax on our own commission or margin only — never on the value of the experience the operator supplies. That supply stays the operator's.
12.2 Sanam is not currently registered for VAT, because it is below the registration threshold of SAR 375,000. We therefore charge no VAT on our commission today. If and when Sanam registers, VAT will be applied automatically from that point, and we will tell you before it takes effect.
12.3 A VAT invoice is issued on the operator's portion of a booking only when that operator has told us its business is VAT-registered. Keep that status accurate in your account — the platform relies on what you declare.
12.4 Each of us is responsible for its own tax registration, returns and payments. Nothing here is tax advice.
#13. Personal data and privacy
13.1 Personal data on the platform is handled under the Saudi Personal Data Protection Law (PDPL) and our Privacy Policy.
13.2 Our roles. Each of us decides how it uses the personal data it holds, so each of us is separately responsible under the PDPL for its own handling of that data. Sanam is responsible for the platform; you are responsible for what you do with traveller data once you receive it.
13.3 When you receive traveller details for a booking, you may use them only to deliver and support that booking and to meet your own legal obligations. You may not sell them, and you may not use them for your own marketing unless that traveller has separately and clearly agreed.
13.4 Cross-border transfers. Distribution is international by design. When a booking involves an OTA or a reseller outside Saudi Arabia, traveller data crosses borders because that is necessary to arrange and deliver the booking the traveller asked for. We make those transfers on the basis the PDPL allows and with the safeguards it requires. Enabling a channel is your instruction to us to share the booking data that channel needs.
13.5 Security. We encrypt personal and financial fields at rest and apply the other measures described in our Privacy Policy. Security is a continuing practice, not a guarantee against every possible incident.
13.6 Telling each other quickly. If you become aware of any incident affecting personal data you received through the platform, tell us within 24 hours and help us respond. We need that speed because a notifiable incident must reach the Saudi authority within 72 hours. We will do the same for you.
#14. What you may not do
You agree not to:
14.1 give false, misleading or duplicated information, or use another business's documents;
14.2 list or sell an activity that is not licensed, insured or safe to deliver;
14.3 take a booking made through Sanam off-platform to avoid our commission, or approach a reseller's or a channel's customers to do the same;
14.4 misuse traveller or partner data, or breach anyone's intellectual property;
14.5 attempt to gain unauthorised access to the platform, disrupt it, overload it, or probe its security;
14.6 use the platform for anything unlawful, or for sending spam.
We may investigate suspected breaches and act on them, including by removing content or restricting access.
#15. Our service, and what we promise about it
15.1 We work to keep the platform available, accurate and secure, and to fix problems promptly.
15.2 The platform is provided as it is at the time you use it. We do not promise it will be uninterrupted or error-free, and some things are outside our control — including OTA and reseller systems, payment providers, connectivity, and events such as natural disasters or government action.
15.3 We may carry out maintenance and release changes. Where planned work is likely to affect you, we will give reasonable notice.
15.4 Where a feature is a simulation rather than a live connection, we label it as such in the product. We will not present simulated activity as real.
#16. Responsibility and limits of liability
16.1 You are responsible for what you sell: its lawfulness, safety, quality, accuracy and delivery, and for your licences and insurance.
16.2 We are responsible for operating the platform with reasonable care and skill, and for the money we hold and settle on the storefront and reseller channels.
16.3 Neither of us is liable to the other for indirect or consequential losses, or for lost profit, lost business or lost goodwill.
16.4 The limit. For all claims arising in any twelve-month period, each of us is liable to the other up to the total commission and fees Sanam earned from your account in the twelve months before the claim arose. Amounts we collect on your behalf and pay on to you, taxes and refunds are not fees or commission.
16.5 The limits in 16.3 and 16.4 do not apply to fraud, wilful misconduct, or your breach of the licence and insurance warranty in section 6.
16.6 The limits also do not stop either of us claiming money that is simply due — settlement amounts, commission and invoices payable in the ordinary course of bookings. Those are debts, not damages.
16.7 Nothing in these Terms excludes any liability that cannot lawfully be excluded under the law of the Kingdom of Saudi Arabia, including liability for death or personal injury caused by a party's own negligence.
#17. Putting things right
17.1 If a third party — a traveller, an OTA, a reseller or an authority — brings a claim against Sanam because of something that was your responsibility, you will cover our reasonable losses, including reasonable legal costs.
17.2 This applies in particular to claims about the delivery or safety of an experience you supplied, listings or sales material that were inaccurate or infringed someone's rights, your breach of a channel's own terms, or your operating without the licences or insurance you warranted in section 6.
17.3 This works both ways. If a claim is brought against you because of something that was genuinely our responsibility as platform operator, we will cover your reasonable losses on the same basis. Our cover is subject to the limits in section 16.
17.4 In either case, the party facing the claim must tell the other promptly, not admit liability without agreement, and let the other take part in the defence.
#18. Suspension and ending this agreement
18.1 You may close your account at any time by telling us in writing.
18.2 We may suspend access — in whole or in part — where there is a safety, legal, fraud or security concern, where a warranty in section 6 appears to be breached, or where amounts are overdue. We will tell you why, and we will lift a suspension as soon as the reason for it is resolved. Holding money is separate from suspending access, and is governed by section 11.5.
18.3 Either of us may end this agreement on 30 days' written notice. Either of us may end it immediately for a serious breach that is not put right within 15 days of being asked in writing, or if the other becomes insolvent or can no longer lawfully perform.
18.4 Bookings already confirmed must still be honoured by both of us. Settlement, invoicing, refunds and record-keeping continue until those bookings are complete.
18.5 When the agreement ends, your right to use the platform ends and your listings are withdrawn from all channels. Channels may keep cached copies of content for a period beyond our control. You can export your own content and booking records before closure, and we will keep records the law requires us to keep.
18.6 Amounts owed on either side at termination remain payable. Sections 5.4, 6, 11, 12, 13, 16, 17 and 20 continue to apply after this agreement ends.
#19. Changes to these terms
19.1 We may update these Terms as the platform, the business and the law develop.
19.2 For minor changes — clarifications, corrections, new features — we update the version and the "Last updated" date, and post the new version.
19.3 For changes that materially affect your rights or costs, we will give you at least 30 days' notice by email and in the product before they take effect.
19.4 If you do not accept a material change, you may end this agreement before it takes effect, at no penalty. Continuing to use the platform after that date means you accept the new version.
#20. Governing law and how disputes are handled
20.1 These Terms are governed by the laws of the Kingdom of Saudi Arabia.
20.2 If something goes wrong, we start by talking. Either of us may raise the issue in writing, and senior representatives of both businesses will try in good faith to resolve it within 30 days.
20.3 If that does not resolve it, the dispute will be decided by the competent courts of Riyadh, Kingdom of Saudi Arabia.
20.4 These Terms are 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.
#21. Contact us
Questions about these Terms, your account, or anything in this document:
- Legal and contractual: legal@sanam.travel
- Privacy and personal data: privacy@sanam.travel
- Support and day-to-day: support@sanam.travel
Sanam · Commercial Registration 7054775262 · Kingdom of Saudi Arabia
*Terms of Service v1.2 — last updated 24 July 2026.*