Terms & Conditions

Go Labbayk ("the Platform", "we", "us") is operated by Go Labbayk (Malaysia) Sdn. Bhd., a company incorporated in Malaysia with its registered address at 6-01, Jalan Molek 1/28, Taman Molek, 81100 Johor Bahru, Johor, Malaysia. Go Labbayk is a directory and booking-request marketplace that connects pilgrims travelling from Malaysia and Indonesia with independently owned and licensed businesses in Makkah, Saudi Arabia — hotels, restaurants, transport operators, tour and Ziyarah guides, and retail shops ("Merchants").

Go Labbayk is a booking-request and communication platform, not a travel agency, not a package tour operator, and not a payment processor. We do not issue Umrah visas, Umrah permits, Nusuk Cards, or Rawdah reservations — those are functions of the Saudi government and its official platforms, which you must approach directly. Go Labbayk does not process, arrange, expedite or charge for any of them. Each Merchant is independently owned and responsible for the service they provide; Go Labbayk verifies licenses before a Merchant is listed, but we are a facilitator of introductions and booking requests only. Go Labbayk is never a party to, and never processes, the payment for any booking — see Section 5.

You must provide accurate information when creating a Pilgrim or Merchant account. You are responsible for activity under your account and for keeping your password confidential. We may suspend or terminate an account that provides false information, is used fraudulently, or breaches these Terms.

Merchants must hold a valid, current license appropriate to their category (e.g. Nusuk Masar Tasreh for hotels, Ministry of Tourism licenses for guides) and must keep their listing information accurate. Go Labbayk reviews license documentation before approving a listing and may suspend a listing at any time if verification lapses or a complaint is substantiated. Approval and price-category assignment are made by Go Labbayk, not self-declared by the Merchant.

When you request a booking, the Merchant may accept or decline it. Payment is made directly between you and the Merchant, in person, when you arrive in Saudi Arabia — Go Labbayk does not collect, hold, process, or have any access to that payment. Once a Merchant confirms your booking, use the in-app chat or WhatsApp to agree on arrival and payment details directly with them. Either you or the Merchant can mark a confirmed booking as completed once the service has taken place.

Because Go Labbayk is never paid any part of your booking amount, we do not charge Merchants a commission on bookings. Go Labbayk's revenue comes solely from a flat monthly subscription fee paid by Merchants directly to Go Labbayk Saudi (by bank transfer or other agreed method) to maintain an active, approved listing — see Section 6.

To maintain an approved, publicly visible listing, a Merchant must pay Go Labbayk Saudi a flat subscription at the rate and billing period notified to that Merchant in writing before sign-up and recorded against their account. Subscription rates are published to Merchants directly rather than in these Terms, so that a change of price is a notice to Merchants and not an amendment to this agreement. Subscription fees are paid directly to Go Labbayk Saudi outside the Platform and are not processed through Go Labbayk (Malaysia) Sdn. Bhd. A Merchant's listing may be suspended if a subscription payment is not received or confirmed.

A Merchant may separately subscribe to Featured Placement, at the rate notified to them in writing, which makes their active listings eligible for the "Featured Products & Services" section on the Go Labbayk home page. Featured Placement is a paid marketing placement, not a guarantee of bookings, reviews, or ranking position, and does not affect a Merchant's approval status.

Because payment happens directly between Pilgrim and Merchant at the time of service, cancelling a booking request before your service date has no payment or refund implications through the Platform — nothing was collected by Go Labbayk to begin with. Any refund for payment already made directly to a Merchant (for example, after arrival) is a matter between the Pilgrim and that Merchant.

You may not use the Platform to: submit false license, business, or identity information; harass another user; misuse contact details obtained through a booking for unrelated marketing; or attempt to access another user's account or data.

To the fullest extent permitted by Malaysian law, Go Labbayk is not a party to, and accepts no liability for, the payment, delivery, quality, or outcome of any service arranged between a Pilgrim and a Merchant — Go Labbayk's role is limited to listing, booking-request facilitation, and communication. Go Labbayk is not liable for the acts or omissions of an independent Merchant.

These Terms are governed by the laws of Malaysia. Any dispute relating to the Platform itself (as opposed to a service arranged with a Merchant, which is between the Pilgrim and that Merchant) is subject to the exclusive jurisdiction of the courts of Malaysia.

Questions about these Terms can be sent to support@golabbayk.com or +60 11-5913 6869.