Complaints & Suggestions Policy

Complaints & Suggestions Policy

Last Updated: 2026

At Ark Touring, we value our customers’ feedback and are committed to providing high-quality tourism experiences.

We welcome complaints, comments, suggestions, and other feedback because they help us identify problems and improve our services.

1. Purpose of This Policy

This policy explains how customers can submit a complaint or suggestion regarding a tourism service provided or arranged by Ark Touring.

It also explains how we review and respond to customer concerns.

2. What You Can Contact Us About

Customers may contact Ark Touring regarding matters such as:

• Quality of a tour or tourism service
• Tour itinerary
• Tour guide or tour representative
• Communication before or during a tour
• Booking or confirmation issues
• Tour delays or changes
• Problems experienced during a tour
• Website or booking-system issues
• Payment-related concerns
• Customer service
• Any other matter relating to an Ark Touring tourism service

We also welcome suggestions for improving our tours and customer experience.

3. How to Submit a Complaint

Customers may submit a complaint through our official contact channels:

Email: info@ark-touring.com
Phone / WhatsApp: 966559913239
Website: www.ark-touring.com

For complaints relating to an existing booking, customers should provide their:

• Full name
• Booking reference
• Tour name
• Tour date
• Description of the issue
• Supporting information or documents, where applicable

Providing complete information helps us investigate the matter efficiently.

4. Complaints During a Tour

If a problem occurs during a tour, customers are encouraged to inform the tour guide or Ark Touring representative as soon as possible.

This gives us an opportunity to investigate and, where possible, resolve the issue while the tour is still taking place.

If the matter cannot be resolved during the tour, the customer may submit a formal complaint after the tour.

5. Complaints After the Tour

Customers may submit a complaint after completing their tour.

We recommend submitting complaints as soon as reasonably possible after the relevant event so that the details can be properly investigated.

6. Acknowledgement

Ark Touring will make reasonable efforts to acknowledge receipt of a complaint within [2 business days].

The acknowledgement may confirm:

• Receipt of the complaint
• Booking reference
• The person or department handling the matter
• Whether additional information is required

7. Investigation

Ark Touring will review complaints fairly and objectively.

Depending on the nature of the complaint, we may review:

• Booking records
• Customer communications
• Tour itinerary
• Payment records
• Information provided by the tour guide or representative
• Information from relevant service providers
• Photographs, documents, or other supporting evidence

We may contact the customer for additional information where necessary.

8. Response

Ark Touring will aim to provide a response within [7 business days] after receiving all information reasonably required to investigate the complaint.

Some complaints may require additional time because they involve third parties, suppliers, unusual circumstances, or matters requiring further investigation.

Where additional time is required, we will make reasonable efforts to inform the customer.

9. Resolution

Depending on the circumstances, an appropriate resolution may include:

• Explanation or clarification
• Correction of an error
• Assistance with a service issue
• Alternative arrangements where appropriate
• Partial refund where applicable
• Full refund where applicable
• Other reasonable resolution

Any refund or compensation will be considered according to the applicable booking conditions, our Cancellation & Refund Policy, and applicable Saudi laws and regulations.

Submitting a complaint does not automatically entitle a customer to a refund.

10. Urgent Complaints

If a matter involves an immediate safety concern during a tour, customers should immediately inform the tour guide or Ark Touring representative.

Where appropriate, customers should also contact the relevant emergency services or authorities.

11. Suggestions and Feedback

Customers are encouraged to share suggestions about:

• New destinations
• Tour itineraries
• Activities
• Customer service
• Website functionality
• Booking experience
• Other improvements

Suggestions may be submitted through the same contact channels used for complaints.

We appreciate all constructive feedback and use it to help improve our services.

12. Respectful Communication

We are committed to treating customers fairly and respectfully.

We ask customers to communicate with our employees, guides, representatives, and service providers in a respectful manner.

Abusive, threatening, discriminatory, or unlawful communications may not be accepted.

13. Privacy

Information provided when submitting a complaint or suggestion will be handled in accordance with our Privacy Policy and applicable Saudi data-protection requirements.

We will only use information reasonably necessary to investigate, respond to, and manage the complaint or suggestion.

14. Contact Us

For complaints and suggestions:

Ark Touring
Email: info@ark-touring.vom
Phone / WhatsApp: 966559913239

 Address: Jeddah

Please include your booking reference number whenever possible.

15. Applicable Law

This Complaints & Suggestions Policy shall be governed by and interpreted in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.