Terms & Conditions

1. Introduction

Welcome to SightScape.

These Terms and Conditions govern the relationship between WAJHA AL-AFAQ For Entertainment, the owner and operator of the SightScape platform, and all users of the SightScape website, mobile application, booking pages, ticketing and package systems, internal wallets, and any related digital pages, services, tools, or systems, collectively referred to as the “Platform.”

By accessing or using the Platform, creating an account, making a booking, purchasing a ticket or package, or using any service available through the Platform, you expressly agree to be bound by these Terms and Conditions and by any product-specific terms presented before completing your purchase.

If you do not agree to these Terms and Conditions, you must not use the Platform or purchase any products or services through it.

SightScape may amend these Terms and Conditions in accordance with applicable laws. The updated version will be published on the Platform together with the date of the latest revision.

2. SightScape’s Role as a Platform

SightScape is an electronic platform that enables users to discover, book, and purchase tickets and packages for experiences, entertainment destinations, activities, events, tours, trips, and leisure services.

SightScape operates as a platform for displaying, marketing, booking, and selling tickets and packages and for connecting users with independent service providers.

SightScape does not itself organize, operate, or deliver the experiences, trips, tours, activities, or events listed on the Platform.

Such experiences, activities, events, tours, and trips are organized, operated, and delivered by independent service providers, including entertainment venues, activity operators, event organizers, suppliers, partners, and other approved third parties.

Depending on the nature of the product, SightScape’s role may include one or more of the following:

• Displaying and marketing experiences, activities, and events.
• Providing available product information.
• Facilitating bookings and purchases.
• Collecting payment for bookings, tickets, or packages.
• Issuing tickets, packages, vouchers, and QR codes.
• Transmitting the booking information required by the service provider.
• Providing support relating to bookings, payments, or use of the Platform.
• Assisting with coordination between users and service providers.
• Managing internal balances and promotional offers in accordance with these Terms.

Unless expressly stated otherwise on the relevant product page, the service provider is responsible for organizing, operating, and delivering the experience, while WAJHA AL-AFAQ For Entertainment is responsible for operating the SightScape Platform, facilitating booking and payment, issuing tickets or packages, and providing Platform-related support.

The fact that SightScape collects payment on behalf of a service provider, issues a ticket, or confirms a booking does not make SightScape the organizer, operator, or provider of the experience.

3. Definitions

For the purposes of these Terms and Conditions, the following terms shall have the meanings set out below unless the context requires otherwise.

3.1 SightScape

The SightScape platform owned and operated by WAJHA AL-AFAQ For Entertainment.

3.2 Platform

The SightScape website, mobile application, booking pages, ticketing and package systems, partner pages, support channels, and any related digital systems or services.

3.3 User

Any natural person or legal entity that visits the Platform, creates an account, or purchases or uses any product or service made available through it.

3.4 Account

The electronic account created by a User to access and use the Platform’s services.

3.5 Experience

Any activity, entertainment destination, event, tour, trip, service, or other product available for booking or purchase through the Platform.

3.6 Service Provider

Any independent party that organizes, operates, delivers, or provides an experience, activity, event, trip, tour, or service displayed, sold, or booked through the Platform.

3.7 Package

A digital product that allows the User to access a group of experiences or services in accordance with the package-specific terms displayed at the time of purchase.

3.8 Ticket

A digital ticket, voucher, QR code, booking confirmation, or entry document purchased or issued through the Platform for a specific experience, event, or destination.

3.9 Booking

Any request, purchase, reservation, or confirmation relating to an appointment, ticket, package, or experience made through the Platform or in coordination with a service provider.

3.10 Product Terms

The specific terms applicable to a ticket, package, or experience, including the date, time, price, validity period, attendance requirements, cancellation and refund policy, and any other restrictions or requirements shown on the product page or during the purchase process.

3.11 Refund Wallet

An internal balance credited to the User’s account where the User elects to receive an approved refund as credit for use on SightScape instead of having the amount returned to the original payment method.

3.12 Rewards Wallet

A promotional balance granted by SightScape under specific campaigns or offers, including promotional cashback credit.

3.13 Promotional Cashback

A promotional reward calculated as a percentage or fixed amount of an eligible purchase and credited to the Rewards Wallet. It is not cash and cannot be withdrawn or transferred to a bank account.

3.14 Content

All text, images, videos, designs, logos, graphics, audio, data, software, information, and materials displayed or made available through the Platform.

3.15 Force Majeure

Any event or circumstance beyond the reasonable control of the affected party, including severe weather, natural disasters, fires, floods, epidemics, government actions, telecommunications or internet outages, widespread technical failures, large-scale cyberattacks, and similar events that could not reasonably have been anticipated or prevented.

4. Privacy Policy

The processing of personal data is governed by the separate Privacy Policy published on the Platform.

The Privacy Policy is a separate document from these Terms and Conditions. Users are advised to review it to understand how their personal data is collected, used, stored, shared, and protected, and the rights available to them.

5. Product Terms and Electronic Contract

Each product or booking may be subject to specific terms displayed on the product page or during the booking or purchase process.

Depending on the product, these terms may include:

• The name and description of the experience or product.
• Price, fees, and taxes.
• Date and time.
• Validity period.
• Location of the experience or event.
• Entry point or meeting point.
• Required arrival or entry time.
• Final permitted entry time, where applicable.
• Advance booking requirements.
• Capacity and availability.
• Permitted categories of visitors or participants.
• Ticket categories and the benefits and inclusions of each category.
• Conditions, procedures, and fees for changing or upgrading a ticket category, where available.
• Attendance and entry requirements.
• Age, height, weight, or health requirements.
• Safety instructions.
• Dress code or conduct requirements, where applicable.
• Re-entry policy, if any.
• Method of ticket issuance, delivery, and use.
• Cancellation, refund, amendment, and exchange policy.
• Conditions for using a package or ticket.
• Any additional requirements imposed by the service provider.

The User must review the Product Terms before completing the purchase.

Completion of the purchase constitutes acceptance of the Product Terms displayed at the time of purchase.

If there is any conflict between these Terms and the terms of a specific product, the Product Terms shall apply to matters specific to that product, without prejudice to any mandatory rights granted by law.

6. Account Creation and User Eligibility

Certain Platform services may require the creation of an Account.

The User must provide accurate, complete, and up-to-date information, which may include:

• Full name.
• Mobile number.
• Email address.
• City.
• Any information required to complete the booking.
• Any additional documents or information requested by SightScape for verification or service delivery.

The User must be at least 18 years old to create an Account or make a purchase.

Persons under the age of 18 may attend certain experiences under the responsibility and with the consent of a parent, guardian, or responsible adult, provided this is permitted by the service provider and applicable law.

Where a person uses the Platform on behalf of a company, establishment, or other entity, that person represents that they are legally authorized to bind that entity to these Terms.

SightScape may request additional information or documents to verify the User’s identity, eligibility, or the accuracy of the information provided.

7. Account Responsibility

The User is responsible for:

• Keeping login credentials confidential.
• Not sharing passwords with unauthorized persons.
• Updating Account information when it changes.
• All activity conducted through the Account, unless caused by a proven fault of SightScape.

The User must immediately notify SightScape of any unauthorized access to or use of the Account by submitting a support ticket through the “Contact Us” page on the Platform.

SightScape is not responsible for losses resulting from the sharing of login credentials or the User’s failure to protect the Account, except to the extent that such liability cannot legally be excluded.

8. Permitted and Prohibited Use

The User must use the Platform only for lawful purposes and in accordance with these Terms.

The User must not:

• Provide false or misleading information.
• Create multiple accounts to circumvent restrictions or offers.
• Use another person’s Account without authorization.
• Sell, rent, or share an Account with others.
• Allow unauthorized persons to use a ticket or package intended for one person.
• Copy, alter, or tamper with tickets, packages, vouchers, or QR codes.
• Resell tickets or packages without authorization.
• Use an unauthorized payment method.
• Submit false or fraudulent payment disputes.
• Abuse refund, cancellation, or promotional policies.
• Attempt unauthorized access to the Platform’s systems or data.
• Use automated tools, bots, or software to extract data.
• Introduce viruses, malicious code, or harmful software.
• Copy, modify, decompile, or reverse engineer Platform software.
• Circumvent or disable security measures.
• Disrupt the Platform or interfere with other users.
• Use the Platform for any unlawful or harmful purpose.
• Abuse SightScape employees, service providers, partners, or other users.

Where SightScape reasonably suspects prohibited use, it may take appropriate action, including suspending the Account, cancelling a booking, deactivating a ticket or package, cancelling promotional credit, refusing service, or taking legal action.

9. Products Available Through the Platform

SightScape may offer one or more of the following:

• Packages containing multiple experiences or services.
• Date-specific or time-specific tickets.
• Open-date tickets valid within a specified period.
• Event tickets.
• Bookings subject to service provider approval.
• Vouchers and QR codes.
• Add-ons and booking-related services.
• Customized offers and products.

Available products and services may vary by city, availability, capacity, and the operational requirements of service providers.

10. Package Terms and Conditions

Each package is subject to specific terms displayed on the package page or during the purchase process.

Depending on the package, these terms may include:

• The package validity period.
• When and how it must be activated.
• The number of included experiences or services.
• How the package may be used.
• Advance booking requirements.
• Included or excluded experiences.
• Restrictions on use or transfer.
• Cancellation and refund policy.
• Any other package-specific terms.

The User must review the package terms before purchase.

Completing the purchase constitutes the User’s express acceptance of those terms.

If there is a conflict between these general Terms and the terms of a specific package, the package-specific terms shall prevail in relation to use, validity, activation, and refunds, without prejudice to applicable law.

11. Protection and Use of Packages and Tickets

Packages and tickets may be protected by QR codes, digital verification methods, Account or device restrictions, and other measures designed to prevent fraud or misuse.

Only the official ticket or package issued through SightScape, in the format specified on the product page or in the booking instructions, will be accepted for entry or use.

A payment receipt, order confirmation message, screenshot, image of a QR code, or other correspondence is not a substitute for the official ticket unless the relevant product instructions expressly state otherwise.

Certain products may require the User to log in to the application, display the ticket from within the Account, or use a compatible device, where this requirement has been disclosed.

The User is responsible for protecting the Account, ticket, package, and QR code from loss, theft, copying, publication, or unauthorized sharing.

Once a ticket or package is successfully scanned for the first time, it may be treated as used and cannot be used again.

If a ticket is copied, stolen, or shared and another person uses it before the original User, the original User may be denied entry and the ticket may be invalidated.

Lost, stolen, copied, or unauthorizedly used tickets or packages may not be eligible for replacement or refund where this results from the User’s negligence or sharing of ticket information, unless required otherwise by law.

12. Tickets

Each ticket relates to a specific experience, activity, event, or service in accordance with the details displayed at the time of purchase.

A ticket may be:

• Date-specific.
• Time-specific.
• Valid for use within a specified period.
• Linked to the User’s name.
• Subject to limited capacity.
• Subject to service provider approval.
• Subject to advance booking.
• Refundable, non-refundable, transferable, or non-transferable.

A ticket is valid only for the product, date, and time shown on it.

It may not be used for another experience, after expiry, or after it has been used or scanned.

Cancellation, amendment, and refund rights are governed by the Product Terms displayed before purchase and by applicable law.

13. Advance Booking

Some experiences require advance booking to secure availability and manage schedules.

This may apply to marine activities, private experiences, tours, trips, and activities requiring special equipment, instructors, or prior approval.

The User must make the booking within the required timeframe and follow the instructions shown on the product page.

Holding a ticket or package does not guarantee availability for an experience requiring advance booking unless the booking time has been confirmed.

SightScape is not responsible for unavailability resulting from the User’s failure to comply with advance booking requirements.

14. Booking Confirmation and Service Provider Approval

Some bookings may be confirmed immediately after successful payment.

Other bookings may require an availability check or manual approval by the service provider.

Successful payment does not necessarily mean that the booking is finally confirmed where the product page states that approval is required.

A booking becomes confirmed when the User receives an express confirmation message or notification.

If the booking cannot be confirmed, SightScape may, depending on the circumstances and the Product Terms:

• Propose an alternative time.
• Propose an alternative experience.
• Reschedule the booking.
• Issue credit with the User’s consent.
• Process a refund.

The User is not required to accept an alternative time or experience where the User is entitled to a refund under the Product Terms or applicable law.

15. Use of Tickets or Packages and Entry

The User may be required to present one or more of the following on arrival:

• QR code.
• Booking number.
• Ticket, package, or voucher.
• Name matching the booking.
• Mobile number or email address.
• Identification or another appropriate proof of identity.
• Any document or permit required by the operator.
• Any other requirement stated on the product page.

The service provider may refuse entry or participation where:

• The product has expired.
• The QR code has already been used.
• Booking details do not match.
• Age, height, weight, or health requirements are not met.
• Required identification or documents are not provided.
• The User arrives late.
• The User breaches the service provider’s rules.
• Safety instructions are not followed.
• Dress code or conduct requirements displayed on the product page or applied at the venue are not followed.
• An unofficial copy of the ticket is presented where the official ticket must be displayed from the Account or application.
• The ticket has been cancelled, transferred, reported lost, or is suspected of having been copied.
• The User appears unfit to participate safely.
• A legitimate security or operational reason prevents participation.

SightScape or the service provider may request reasonable information or documents to verify that the ticket holder is the purchaser or authorized beneficiary, particularly where copying, transfer, or fraud is suspected.

SightScape is not responsible for refusal of entry resulting from the User’s failure to comply with the Product Terms or the service provider’s instructions.

16. Transfer, Name Changes, and Resale

A ticket, package, or booking may not be transferred and the name may not be changed unless the product allows it.

Any transfer or name change must be completed through the official Platform feature or with the approval of SightScape or the service provider, in accordance with the Product Terms.

Once a product has been activated, used, or scanned, it may become non-transferable, non-refundable, and ineligible for name changes.

Where a package or ticket is sent to and accepted by another User, it may be permanently removed from the sender’s Account and transferred to the recipient’s Account. The transfer may not be reversible once completed.

Tickets and packages must not be offered for sale or resold through unauthorized channels.

Resale is permitted only where SightScape provides an approved resale mechanism, the product permits resale, and resale is allowed under applicable laws and regulations.

Any ticket or package sold or transferred through an unauthorized channel may be cancelled, and entry using it may be refused.

SightScape does not guarantee the validity of any ticket purchased from an unauthorized person, platform, or website and is not responsible for refunding amounts paid to unauthorized sellers.

17. No-Show and Late Arrival

The User may be treated as a no-show where:

• The User does not arrive at the experience location at the scheduled time.
• The User arrives too late for the service provider to deliver the experience.
• Check-in or entry procedures are not completed within the required time.
• Arrival instructions shown in the booking are not followed.

In cases of late arrival or no-show, one or more of the following may apply under the Product Terms:

• The ticket may be treated as used.
• The experience may be counted as used under the package.
• The booking may be cancelled without refund.
• Rescheduling may be refused.
• Entry or participation may be refused.
• Any other measure stated in the Product Terms may be applied.

The service provider may decide whether to admit a late User or treat the User as a no-show.

SightScape is not responsible for decisions made by the service provider regarding lateness, no-show, or refusal of entry unless the decision breaches the Product Terms or applicable law.

18. Verification of Booking Time and Status

The User is responsible for reviewing the booking details and confirming:

• The name of the experience or product.
• Date and time.
• Location or meeting point.
• Required arrival or entry time.
• Booking status.
• Entry and participation requirements.
• Any updates or notifications relating to the booking.

The User must check the booking status and experience time before travelling to the venue, particularly where the experience may be affected by weather, availability, or operational conditions.

The User is responsible for reviewing notifications and updates available in the Account or sent to the contact details provided.

SightScape is not responsible for losses arising from the User’s failure to review booking details or updates that were correctly made available or sent.

19. User Responsibility and Safety

The User is responsible for:

• Reading the experience description and terms.
• Ensuring that the experience is appropriate for the User’s age, health, and fitness.
• Disclosing any relevant medical condition to the service provider when requested.
• Following safety instructions.
• Wearing required clothing or equipment.
• Arriving at the specified time and location.
• Bringing required identification, permits, and documents.
• Acting in a manner that does not endanger the User or others.
• Safeguarding personal belongings.

The User acknowledges that some activities inherently involve risk and agrees to participate only after assessing suitability and following the service provider’s instructions.

The service provider may refuse participation where it reasonably believes that participation may endanger the User or others.

20. Responsibility of Service Providers

The User acknowledges that service providers are independent from SightScape.

The service provider is solely responsible for:

• Organizing, operating, and delivering the experience.
• Providing staff, instructors, and equipment.
• Obtaining all required licences and permits.
• Providing operational and safety requirements.
• Service quality.
• Compliance with schedules.
• Capacity and availability.
• Entry and participation instructions.
• Decisions regarding postponement, cancellation, or amendment.
• Conduct of operational staff.
• Any damage or failure arising from the service provider’s delivery of the service.

SightScape is not responsible for any act or omission of a service provider, the quality of the actual service, injuries, accidents, or loss of property occurring during the experience, except to the extent that such liability cannot legally be excluded.

The User may submit a complaint to SightScape by raising a support ticket through the “Contact Us” page.

SightScape may assist in forwarding the complaint or coordinating with the service provider, but this does not make SightScape operationally responsible for the experience.

21. Availability and Changes to Experiences

Experiences, tickets, and packages are subject to availability, capacity, and operating schedules.

Depending on the circumstances, SightScape or the service provider may:

• Change operating hours.
• Amend booking conditions.
• Temporarily suspend availability.
• Remove an experience from the Platform.
• Add or remove an experience from a package in accordance with its terms.
• Amend certain operational details.
• Close bookings once capacity is reached.

SightScape does not guarantee that all experiences or times will be available at all times.

A non-material change does not automatically entitle the User to cancel or receive a refund where it does not materially affect the essential nature or value of the experience.

Depending on the product, non-material changes may include:

• A limited adjustment to entry time or the start time of certain parts of the program.
• A change in the order of program activities.
• A change of instructor, guide, or operational team member.
• A limited change in the duration of one part of the experience.
• Replacement of a supporting element with a comparable alternative.
• Operational or organizational adjustments required for safety or proper delivery.

Where a change is material and substantially affects the agreed nature of the product or service, it will be handled in accordance with the Product Terms and applicable law. Available options may include rescheduling, offering an alternative, issuing credit with the User’s consent, or providing a refund where the User is entitled to one.

22. Accuracy of Information and Content

SightScape aims to display accurate and up-to-date information.

However, some information may be based on details supplied by service providers, including:

• Prices.
• Opening hours.
• Locations.
• Images.
• Availability.
• Benefits and inclusions.
• Entry requirements.
• Booking requirements.

Such information may change without prior notice.

Images and videos may be used for illustrative or marketing purposes and may not exactly represent the experience on the date of attendance.

SightScape is not responsible for discrepancies caused by inaccurate or outdated information supplied by a service provider, except to the extent required by law.

23. Weather, Operational Conditions, and Force Majeure

Certain experiences may be affected by external factors, including:

• Weather.
• Wind speed.
• Sea conditions.
• Visibility.
• Congestion.
• Technical faults.
• Maintenance.
• Safety instructions.
• Government decisions.
• Security conditions.
• Force majeure.

If an experience cannot be delivered due to circumstances beyond reasonable control, the Product Terms and the service provider’s policy will apply. Available options may include:

• Rescheduling.
• Offering an alternative date or experience.
• Issuing credit with the User’s consent.
• Providing a refund where applicable.

SightScape is not responsible for indirect costs or losses arising from such circumstances, including transportation costs, accommodation costs, or lost time, unless the law provides otherwise.

24. Prices and Fees

Prices are displayed in Saudi Riyals unless stated otherwise.

The total amount payable will be shown to the User before payment and will include value-added tax and any applicable booking, service, payment processing, or additional fees, unless clearly stated otherwise.

Depending on the product, the amount may include:

• Ticket or package price.
• Value-added tax.
• Booking fees.
• Service fees.
• Payment processing fees.
• Optional add-on fees.
• Any other fees disclosed before payment.

The User agrees to the total amount displayed before confirming the order. No undisclosed additional fee will be charged after purchase unless the User later requests an additional optional service or product.

The applicable price is the price displayed and accepted at the time of purchase.

Subsequent price changes do not affect confirmed and paid bookings, except in cases of an obvious pricing error as described in these Terms.

25. Pricing and Information Errors

A technical or human error may occur in a price, product description, or availability status.

If a price or product description is clearly incorrect, SightScape may, before the booking begins to be fulfilled:

• Contact the User to explain the error.
• Ask the User to confirm the purchase at the correct price or on the correct terms.
• Cancel the transaction and refund the amount paid.
• Correct the inaccurate information.

The User may choose to proceed after correction or cancel and receive a refund before the service has started.

SightScape is not required to honor a booking at a price that is clearly the result of a technical or data-entry error.

26. Electronic Payments

The User confirms that they are legally authorized to use the payment method submitted.

Electronic payments are processed through banks or payment service providers licensed or authorized by the Saudi Central Bank, as applicable, and in accordance with the laws and regulations of the Kingdom of Saudi Arabia.

SightScape does not store the full card number or card security code (CVV) on its systems and cannot access them.

SightScape may receive limited payment information, including:

• Transaction status.
• Amount.
• Transaction reference number.
• Payment method.
• Card type.
• The last four digits of the card, where available.
• Refund or transaction reversal status.

This information may be used for order confirmation, customer service, refunds, accounting, fraud prevention, and payment dispute handling.

A booking is not considered confirmed until:

• Payment has been successfully completed.
• The transaction has not been cancelled or reversed.
• The User has received booking confirmation, where immediate confirmation is available.
• The service provider has approved the booking, where approval is required.

SightScape may suspend or cancel a transaction where there is reasonable suspicion of fraud or unauthorized payment use.

27. Order Confirmation, Invoice, and Correction of Order Details

After purchase, SightScape will send the User an electronic confirmation that may include:

• Order or booking number.
• Product or experience name.
• Date and time, where applicable.
• Number of tickets or packages.
• Total price, fees, and taxes.
• Payment status.
• Key conditions of use.
• Information on how to obtain support.
• Any other information relating to the order.

An electronic invoice or payment receipt will be issued depending on the nature of the transaction and applicable legal requirements.

The User must review the confirmation and promptly notify SightScape of any obvious error in the booking details by submitting a support ticket through the “Contact Us” page.

Requests to correct booking information are subject to availability, the Product Terms, service provider approval where required, and applicable law.

28. Offers and Discounts

SightScape may provide:

• Discount codes.
• Promotional offers.
• Limited-time campaigns.
• Discounted products or packages.
• Offers limited to specific groups.
• Promotional credit added to the Rewards Wallet.

Offers are subject to the conditions disclosed when they are made available, which may include:

• An expiry period.
• A minimum purchase amount.
• Restrictions to specific products or cities.
• A maximum number of uses.
• A restriction on combining offers.
• Exclusion of certain service providers or products.
• Non-convertibility of credit into cash.
• Specific conditions governing use or expiry.

SightScape may cancel or reverse any discount or credit resulting from a technical error, fraud, or misuse.

29. Rewards Wallet and Promotional Cashback

29.1 Nature of Rewards Credit

Rewards credit is promotional credit granted by SightScape to eligible Users under specific campaigns or offers.

Although the term “cashback” may be used in some marketing materials, the earned credit is a promotional reward for use within the Platform and is not withdrawable cash.

Rewards credit is not:

• Cash deposited in the User’s name.
• A bank account.
• A payment wallet that can be topped up or withdrawn from.
• A balance transferable to a bank account.
• A cash amount payable to the User.

Rewards credit may not be sold, transferred to another User, or exchanged for cash.

29.2 Eligibility for Rewards

To receive promotional cashback credit, the User must:

• Have a verified mobile number on the SightScape website or application.
• Log in or create an Account using the mobile number linked to the purchase.
• Complete the required profile information within three calendar days of the purchase.
• Purchase an eligible event ticket included in the offer.
• Complete the purchase through the SightScape website or application.
• Pay the eligible amount using a bank card or Apple Pay.
• Not cancel or refund the booking.
• Satisfy any additional conditions displayed in the campaign or product page.

If the User does not log in, complete the profile, and verify the mobile number within three days of purchase, the User may lose eligibility for the reward linked to that transaction.

29.3 Eligible Products and Amounts

Promotional cashback applies only to eligible event tickets included in the relevant offer.

The reward calculation does not include:

• Booking fees.
• Service fees.
• Payment processing fees.
• Add-on fees.
• Other additional fees.
• Amounts paid from the Refund Wallet.
• Amounts paid from the Rewards Wallet.
• Amounts paid through Tamara or any method other than a bank card or Apple Pay.

Where a booking is paid partly by card or Apple Pay and partly through a wallet, the reward will be calculated only on the eligible amount paid by card or Apple Pay.

Promotional cashback does not apply to discounted tickets or bookings subject to another discount or promotion unless the campaign terms state otherwise.

29.4 When Credit Is Added

Rewards credit becomes available in the User’s wallet on the day following the end of the relevant eligible event, provided that:

• The booking has not been cancelled.
• The ticket has not been refunded.
• Payment has been successfully completed and settled.
• The User has met all offer requirements.
• The User’s profile is complete and mobile number verified.

The credit may be delayed due to review, verification, or technical issues.

29.5 Validity Period

Rewards credit is valid for 30 calendar days from the date it is added to the User’s wallet.

After expiry:

• The credit expires automatically.
• It may no longer be used.
• It cannot be restored.
• Its validity cannot be extended.
• It cannot be replaced with other credit or cash.

The User is responsible for monitoring the expiry date and using the credit within the validity period.

29.6 Use of Rewards Credit

Rewards credit may only be used where the User’s profile is complete and mobile number verified.

It may be used to pay no more than 20% of the total value of an eligible booking.

The remaining amount must be paid using an accepted payment method.

Rewards credit may not be used:

• To purchase excluded products or tickets.
• Together with another promotion or discount.
• Together with a discount code.
• Under a campaign that does not permit combining offers.
• To pay more than 20% of the booking value.
• To pay ineligible fees or amounts where this is stated at checkout.

Rewards credit cannot be combined with another offer or discount unless expressly stated otherwise.

29.7 Rewards on New Bookings

Where a User uses Rewards credit for a new booking, the User may receive a new reward if the new booking is eligible.

The new reward will be calculated only on the amount actually paid by bank card or Apple Pay.

No reward will be calculated on any amount paid from the Rewards Wallet, Refund Wallet, or another ineligible payment method.

29.8 Cancellation of a Booking Paid with Rewards Credit

Where Rewards credit has been used in whole or in part to pay for a booking, the booking may not be voluntarily cancelled by the User, even where the Product Terms would normally allow cancellation.

This restriction does not apply where:

• The service provider cancels the experience or event.
• The service cannot be delivered.
• The User has a mandatory legal right to cancel or receive a refund.
• SightScape expressly approves the cancellation.

Where a refund is due, the portion paid using Rewards credit will be returned to the Rewards Wallet.

The returned Rewards credit will be valid for 30 days from the date it is recredited, unless the law requires otherwise.

29.9 Cancellation of the Booking That Generated the Reward

If the booking that generated Rewards credit is cancelled or refunded:

• The reward will not be added if it has not yet been credited.
• The related reward may be cancelled if already available in the wallet.
• SightScape may deduct the reward from the available balance.
• If the User has already used the reward, SightScape may deduct its value from any current or future Rewards credit or from the refund amount, to the extent permitted by law.

29.10 Non-Transferability of Rewards Credit

Rewards credit is linked to the User’s Account and verified mobile number.

It may not be:

• Transferred to another User.
• Sold or assigned.
• Combined with another Account’s balance.
• Converted into Refund Wallet credit.
• Exchanged for cash.

29.11 Amendment or Termination of the Rewards Program

SightScape may amend, suspend, or terminate the Rewards Program or any related campaign at any time.

Any amendment will apply to future purchases and transactions from the date of publication or announcement.

An amendment will not retroactively affect Rewards credit properly earned and credited before the amendment, except in cases of:

• Fraud or misuse.
• Obvious technical error.
• Regulatory or legal requirements.
• Credit added without entitlement.

Credit earned before termination of the program remains usable until its original expiry date.

30. Cancellation and Refund Policy

30.1 General Provisions

Cancellation and refund conditions vary depending on the product, the service provider, and the Product Terms displayed before purchase.

Nothing in this section is intended to restrict or exclude any mandatory consumer right under the laws of the Kingdom of Saudi Arabia.

Certain tickets or bookings may be non-cancellable or non-refundable where legally permitted and clearly disclosed before purchase.

Cancellation or refund requests must be submitted through a support ticket via the “Contact Us” page and must include the booking number and any required information or documents.

30.2 Effect of Product Use

If a ticket or package has been used, activated, scanned, or partly or fully redeemed, the right to a refund may be lost or affected in accordance with the Product Terms and applicable law.

Packages are subject to the cancellation and refund terms displayed in the relevant package terms and product page.

30.3 Refund Options

Where a refund request is approved, the User may be offered the choice between:

• Receiving the eligible amount in the SightScape Refund Wallet.
• Receiving the eligible amount through the original payment method.

Not all options may be available in every case due to payment provider conditions, sales channel, payment method, or technical or contractual restrictions.

The refund amount and any applicable fees will be shown before the User confirms the selected refund option.

30.4 Refund to the SightScape Wallet

Where the User chooses a refund to the SightScape Wallet, the full eligible refund amount will be credited to the Refund Wallet without a refund fee, unless a non-refundable amount was clearly disclosed beforehand.

Refund Wallet credit:

• Is added to the Account linked to the booking.
• May be used at any time to purchase any experience, ticket, or product available through SightScape.
• Does not expire.
• May be used in full or in part across one or more purchases.
• May not be transferred to another User.
• May not be withdrawn as cash or transferred to a bank account after selection.
• May not be converted into Rewards Wallet credit.
• Is not promotional Rewards credit and is not subject to the Rewards credit expiry period.

Once the User confirms the Refund Wallet option and processing begins, the selection is final and cannot later be changed to a refund through the original payment method.

The amount is usually credited to the Refund Wallet within three business days of final approval of the refund request.

In some cases, processing may take up to 30 business days.

If a booking paid from the Refund Wallet is cancelled and qualifies for a refund, the portion paid from the wallet will be returned to the Refund Wallet.

30.5 Refund to the Original Payment Method

Where the User selects a refund to the original payment method, the amount due will be returned to the card or payment method used for the purchase, where possible.

Processing usually takes between 21 and 30 business days from final approval and submission of the refund request for processing.

The time taken for the amount to appear may vary depending on:

• The card-issuing bank.
• The payment service provider.
• The card type or payment method.
• Review and verification procedures.
• Public holidays.
• Technical or operational circumstances beyond SightScape’s control.

Once a refund request has been submitted to the bank or payment provider, SightScape does not control how long it takes for the amount to appear in the User’s account.

30.6 Refunds for Purchases Made Through Tamara

Where a booking was paid through Tamara and qualifies for a refund, the refund will be processed in accordance with the available options and the applicable arrangements between SightScape and Tamara.

A. Refund Through Tamara

Where the User selects a refund through Tamara:

• SightScape will deduct a processing fee equal to 5% of the eligible refund amount.
• The net amount after deduction will be submitted to Tamara for processing.
• Tamara will update the payment or instalment plan in accordance with its procedures.
• This may include reducing remaining payments, cancelling certain payments, or returning any excess amount, depending on the order status.
• Processing usually takes between 21 and 30 business days from final approval and submission.
• Once the refund request has been sent to Tamara, SightScape does not control how long it takes for the plan to be updated or the amount returned.

The 5% processing fee applies when the User selects a refund through Tamara, even where the ticket or Product Terms permit a refund or Tamara agrees to process it.

The 5% fee is charged by SightScape as a processing fee and is not a fee imposed by Tamara.

The 5% fee does not apply where:

• The User selects a refund to the SightScape Refund Wallet and that option is available.
• The service provider cancels the experience or is unable to deliver it.
• The refund results from a proven error by SightScape.
• The law requires a full refund without deduction.

Before confirming the refund, the User must be shown:

• The eligible amount before deduction.
• The amount of the 5% processing fee.
• The net amount to be processed through Tamara.

B. Refund to the SightScape Wallet for Tamara Purchases

SightScape may allow the full eligible amount to be credited to the Refund Wallet without the 5% deduction where this is permitted under SightScape’s arrangements.

Where this option is selected:

• The full eligible amount will be credited to the Refund Wallet without the 5% deduction.
• The selection is final once confirmed and processing begins.
• The credit cannot later be transferred to Tamara or a bank account.
• Crediting the amount to the wallet is not a financial refund processed through Tamara.
• The User’s existing Tamara payment plan and obligations remain in force.
• The User remains responsible for paying instalments or amounts due to Tamara under the User’s agreement with Tamara.
• Wallet credit may be used at any time on the SightScape Platform.
• Credit is usually added within three business days but may take up to 30 business days.

If the SightScape Wallet option is not permitted or available for a Tamara transaction, the refund will be processed through Tamara in accordance with the conditions above.

30.7 Bookings Paid Using More Than One Payment Method

Where a booking was paid using multiple payment methods, the refund will be allocated as follows, depending on the circumstances:

• The portion paid from the Refund Wallet will be returned to the Refund Wallet.
• The portion paid from the Rewards Wallet will be returned to the Rewards Wallet in accordance with its terms.
• The portion paid by card or Apple Pay will be returned to the original payment method or to the Refund Wallet where the User selects that option and it is available.
• The portion paid through Tamara will be processed under the Tamara refund terms in these Terms.
• The 5% fee will apply only to the eligible amount paid through Tamara where the User selects a refund through Tamara.

30.8 Cancellation by the Service Provider

If the service provider cancels the experience, the booking will be handled in accordance with the Product Terms and applicable law. Available options may include:

• Rescheduling.
• Offering an alternative date or experience with the User’s consent.
• Issuing Refund Wallet credit with the User’s consent.
• Returning the amount due through the original payment method.

A User who is legally entitled to a refund through the payment method may not be required to accept wallet credit instead unless the User agrees.

30.9 Rescheduling and Changes

Where an experience is rescheduled or its date or time is changed, the original ticket will remain valid for the new date unless the User is informed that it has been cancelled or replaced.

The User will be informed of available options in accordance with the Product Terms, which may include:

• Keeping the ticket for the new date.
• Selecting an alternative date.
• Selecting an alternative experience with the User’s consent.
• Requesting a refund where entitled.

Non-material changes to timing, duration, program order, or supporting elements do not automatically create a right to a refund where they do not materially alter the essential nature or value of the experience.

30.10 Refund Recipient

Where a refund is due, it will normally be issued to the original purchaser through the original payment method where possible.

If a ticket or package has been transferred to another User, the transfer does not transfer the right to receive the refund directly to the recipient.

The refund remains linked to the original purchaser and payment method unless SightScape decides otherwise or applicable law requires otherwise.

SightScape may request proof of purchase or additional verification information before processing the refund.

30.11 Non-Refundable Fees

To the extent permitted by law, a refund may exclude:

• Bank charges.
• Foreign exchange differences.
• Fees not refunded by the payment provider.
• Instalment or buy-now-pay-later service fees.
• Any other fee clearly disclosed as non-refundable before purchase.

This does not apply where the law or the reason for cancellation requires a full refund.

30.12 Business Days

“Business Days” means official working days during which SightScape, banks, and payment service providers operate in the Kingdom of Saudi Arabia.

Business Days do not include weekends or public holidays.

Refund processing periods stated in these Terms begin from the date of final approval of the refund request, not from the date the request is submitted.

31. Purchases Through Distributors and Partners

SightScape products may be sold through authorized distributors, hotels, platforms, sales channels, or partners.

Where a purchase is made through a third party, additional terms and policies of that third party may apply, including payment, cancellation, and refund terms.

Refund requests relating to third-party purchases must be directed to the party through which the purchase was made unless stated otherwise.

SightScape is not responsible for promises, prices, discounts, or conditions offered by an unauthorized seller.

SightScape products may not be resold without official authorization and written approval and must be resold in compliance with applicable laws and regulations.

32. Platform Availability and Technical Services

SightScape aims to maintain the operation and availability of the Platform.

However, SightScape does not guarantee that the Platform will:

• Always be available.
• Be entirely free from errors.
• Be compatible with all devices and software.
• Be free from interruption or delay.

The Platform may be suspended or restricted due to:

• Maintenance.
• Updates.
• Technical faults.
• System development.
• Issues affecting technology or telecommunications providers.
• Circumstances beyond reasonable control.

SightScape is not responsible for losses arising from a technical interruption beyond its reasonable control, except to the extent required by law.

33. Third-Party Services

The Platform may rely on external services, including:

• Payment service providers.
• Cloud and hosting services.
• Mapping services.
• Messaging and notification services.
• Analytics tools.
• Customer support services.
• Booking systems.
• Social media platforms.
• Services operated by activity providers.

These services may be subject to separate terms and policies imposed by their providers.

SightScape is not responsible for failures, delays, or actions arising from services outside its reasonable control, except to the extent that such liability cannot legally be excluded.

34. User-Submitted Content

Users may submit ratings, reviews, comments, images, videos, or feedback.

By submitting Content, the User represents that:

• The User holds the rights required to publish it.
• It does not infringe intellectual property or privacy rights.
• It does not contain false or misleading information.
• It is not unlawful or abusive.
• It does not violate the rights of any third party.

The User grants SightScape a non-exclusive, worldwide, royalty-free licence to use, display, publish, reproduce, modify, translate, distribute, and otherwise use the Content for operational or marketing purposes connected with the Platform.

SightScape may remove, amend, or hide any inappropriate or non-compliant Content and is not required to publish or retain it.

35. Intellectual Property

All rights relating to the Platform, including its trademarks, logos, text, designs, images, videos, software, interfaces, databases, and technical features, are owned by or licensed to WAJHA AL-AFAQ For Entertainment.

Without prior written consent, the User may not:

• Copy the Content.
• Modify it.
• Reproduce it.
• Distribute it.
• Sell or commercially exploit it.
• Extract data from it.
• Reverse engineer the software.
• Use SightScape’s trademarks.

These Terms do not grant the User any ownership rights in the Platform or its Content.

36. AI-Assisted Customer Support

SightScape may use artificial intelligence tools within certain customer service channels, including WhatsApp, website chat, or in-app chat.

These tools are intended to improve response times, but automated responses may be inaccurate, incomplete, or unsuitable for certain situations.

Where an automated response conflicts with a product page, these Terms, or an official published policy, the official information and policies published on the Platform will prevail.

The User should verify important information through the human support team where necessary by submitting a support ticket through the “Contact Us” page.

SightScape is not responsible for a decision made by the User in reliance on an unverified automated response, except to the extent that such liability cannot legally be excluded.

37. Communications and Notifications

SightScape may contact the User through the contact details provided, including:

• The email address linked to the Account.
• Text messages.
• WhatsApp.
• In-app notifications.
• Website notifications.
• Instagram direct messages.
• TikTok direct messages.
• Official support channels.

Messages may include:

• Booking confirmations.
• Tickets and QR codes.
• Reminders.
• Schedule changes.
• Rescheduling notices.
• Cancellation notices.
• Account and security alerts.
• Customer support messages.
• Offers and recommendations in accordance with the Privacy Policy and applicable law.

The User must provide accurate and up-to-date contact information and regularly monitor WhatsApp, email, Instagram messages, TikTok messages, and any other communication channel registered with or used to contact SightScape.

SightScape may use any of these channels to send important booking-related notices, including confirmations, schedule changes, rescheduling, cancellations, or instructions relating to the experience.

SightScape is not responsible for the User’s failure to review a notice that was correctly sent to the registered contact details or to a communication channel used by the User to contact SightScape, unless non-delivery resulted from a proven fault by SightScape or applicable law provides otherwise.

The User must contact SightScape by submitting a support ticket through the “Contact Us” page on the website or application.

38. Suspension or Termination of Accounts and Services

SightScape may suspend, restrict, or terminate a User’s Account or cancel products or balances linked to it where there is a legitimate reason, including:

• Breach of these Terms.
• Fraud or reasonable suspicion of fraud.
• Misuse of tickets or packages.
• Misuse of wallets or rewards.
• Submission of inaccurate information.
• Attempts to bypass security measures.
• Harm to the Platform, users, or partners.
• A legal or regulatory request or obligation.
• Use of the Platform for unlawful purposes.

SightScape may request verification before reactivating an Account or balance.

Suspension or termination does not affect rights or obligations that arose before the effective date of suspension or termination.

39. Limitation of SightScape’s Liability

To the fullest extent permitted by law, SightScape’s responsibility is limited to operating the Platform, facilitating booking and payment, issuing tickets and packages, managing internal balances, and providing Platform-related support.

SightScape is not responsible for:

• Organization or delivery of an experience by the service provider.
• The quality of the service delivered by the service provider.
• Acts or omissions of the service provider’s employees.
• Injury or accidents occurring during the experience.
• Loss or theft of personal property.
• Late arrival or no-show.
• The User’s failure to follow safety instructions.
• Refusal of entry resulting from breach of Product Terms.
• Lack of availability of an experience or time slot.
• Changes made by the service provider.
• Weather or force majeure.
• Incorrect information provided by the User.
• Failures of third parties outside SightScape’s control.
• Processing periods applied by banks or payment providers after a refund request is submitted.
• Losses resulting from the User’s failure to protect the Account or ticket.
• Indirect, consequential, or loss-of-profit damages.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

40. Indemnity

To the extent permitted by law, the User agrees to indemnify SightScape, WAJHA AL-AFAQ For Entertainment, and their employees, officers, and agents against claims, losses, costs, and expenses arising directly from:

• The User’s breach of these Terms.
• Misuse of the Platform.
• Fraud or unauthorized use.
• Infringement of third-party rights.
• Misuse of tickets or packages.
• Misuse of wallets or the Rewards Program.
• Submission of unlawful Content.
• Intentional or grossly negligent damage caused to the Platform or any third party.

This indemnity does not apply to damage resulting from a proven fault of SightScape.

41. Complaints and Dispute Resolution

The User may submit a complaint or request by raising a support ticket through the “Contact Us” page on the website or application.

Where available, the support ticket should include:

• User name.
• Booking number.
• Type of request or complaint.
• Details of the issue.
• Supporting documents or images.
• Preferred contact method.

Cancellation, amendment, or refund requests must be submitted within any timeframe stated in the relevant Product Terms.

Missing information or documents may delay review of the request but will not remove any mandatory right available to the User.

SightScape will seek to review the complaint and coordinate with the service provider where necessary.

The parties agree to attempt to resolve disputes amicably and in good faith before commencing court proceedings, without prejudice to any legal right available to the User.

42. Governing Law and Jurisdiction

These Terms and Conditions are governed by and interpreted in accordance with the laws of the Kingdom of Saudi Arabia.

The competent courts in Jeddah shall have jurisdiction over any dispute arising from or relating to use of the Platform or these Terms, unless applicable law assigns jurisdiction to another authority or court or gives the consumer the right to refer the matter to another competent body.

Nothing in this clause prevents the User from filing a complaint with the relevant governmental or regulatory authorities.

43. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will remain valid and enforceable.

The unenforceable provision will be interpreted as closely as possible to its intended purpose in a manner consistent with applicable law.

44. No Waiver

Any delay or failure by SightScape to exercise a right does not constitute a waiver of that right or any other right.

A waiver is effective only if made in writing by an authorized person.

45. Amendment of the Terms and Conditions

SightScape may amend these Terms and Conditions from time to time.

The updated version will be published on the Platform together with the date of the latest revision.

Where a material amendment is made, SightScape may notify Users through an appropriate method where required or reasonably possible.

Continued use of the Platform after the amended Terms take effect constitutes acceptance of the updated version unless separate consent is required by law.

New amendments will not affect accrued rights or confirmed bookings made before they took effect unless the amendment is legally required or must be applied to existing bookings to protect users or the security of the Platform.

46. Governing Language

These Terms may be made available in Arabic and English.

If there is any inconsistency or difference in interpretation between the two versions, the Arabic version shall prevail unless applicable law requires otherwise.

47. Contact Us

For any enquiries, complaints, or requests relating to these Terms and Conditions or use of the Platform, the User must submit a support ticket through the “Contact Us” page on the website or application.

The User should select the appropriate request type, provide the relevant details and booking number where available, and attach any related documents or images.

SightScape will communicate with the User and follow up on the request through the contact information recorded in the support ticket or the User’s Account.

The “Contact Us” page can be accessed through the website, application, or official support channels shown on the Platform.