Last updated: 16 September 2026
1. About LUXURY KSA
LUXURY KSA is an online marketplace for event-related products, rentals, venues, talent and services in Saudi Arabia. These terms describe the use of the website and the general conditions for enquiries, purchases and bookings. The details of a particular service, supplier, price, delivery date and any booking-specific conditions are provided in the relevant listing, quotation or order confirmation.
Customer service: projects@luxuryksa.com or +966 9200 04373. Location: Riyadh, Kingdom of Saudi Arabia. Please include your order or enquiry reference when contacting us.
2. Accounts and acceptable use
You must provide accurate contact and order information, keep your login details confidential and be legally able to enter into the relevant transaction. A person acting for a business must have authority to do so. Do not use the service for unlawful activity, fraud, abusive content, unauthorised access or transactions that breach applicable restrictions.
3. Listings, enquiries and bookings
Read the description, inclusions, exclusions, quantities, rental period, event date, location and any supplier-specific conditions before placing an order. Images may be illustrative; any material specifications should be confirmed in the written order details. An enquiry or request for a quotation does not itself reserve availability or create a paid booking.
The relevant supplier and fulfilment responsibilities should be identified before a booking is confirmed. Availability and final scope may need confirmation. If a requested item or service cannot be supplied, we will contact you about an alternative or the applicable cancellation and refund options. A materially different substitute requires your agreement.
4. Prices, currency and taxes
Prices on the marketplace are shown in Saudi Riyals (SAR), unless a different currency is expressly stated before you agree to the transaction. The final amount, applicable VAT, delivery or installation charges, rental deposits and any other fees must be disclosed before payment or booking acceptance. Do not proceed with a quotation if the total or any charge is unclear; contact us first.
For staged payments or deposits, the amount due, due dates and treatment of the deposit must be set out in the booking terms. A card issuer may apply its own conversion or cross-border charges if the card account uses a different currency.
5. Payment and transaction security
Available payment methods are those actually offered for the relevant order at checkout or in the agreed quotation. Where online card payment through Paymob is offered, the payment is processed through Paymob's secure payment service and is subject to the payment provider's and issuing bank's authorisation checks. A payment must be made using an authorised payment method and accurate billing information.
Do not send full card numbers, card security codes, banking passwords or one-time bank codes to customer support or vendors. Keep your order confirmation and payment reference. A failed or pending payment does not by itself confirm a booking; contact us if your bank shows a debit but no confirmation is received.
6. Delivery, collection and service fulfilment
Fulfilment may involve delivery, collection, installation, a rental period or a service performed at an agreed event location. The applicable method, service area, fees and expected delivery or performance date should be stated in the listing, quotation or confirmation before payment. An event enquiry does not imply immediate delivery.
Provide an accurate address, accessible site and authorised contact person, together with any relevant venue restrictions. Notify us promptly if the date, address or site requirements change. Additional work or charges require agreement before they are incurred. Report missing, damaged or materially incorrect items promptly and retain reasonable evidence so the issue can be investigated.
If a significant delay or inability to fulfil the agreed service becomes known, we will communicate the available options. Mandatory rights relating to late delivery or non-performance continue to apply. Cross-border delivery is available only where expressly agreed and lawful; customs duties, export restrictions and required permissions must be addressed before such a booking is accepted.
7. Cancellations and changes
To request a cancellation or change, email projects@luxuryksa.com with your order reference, the relevant items or services, event date and requested action. We will review the request against the confirmed booking terms and applicable Saudi law and communicate the outcome. A change to date, scope or supplier depends on availability and any agreed price difference.
Any booking-specific cancellation deadline, non-refundable component or charge must have been clearly disclosed and accepted before payment. Special arrangements may apply to customised goods, catering, accommodation, transport, completed services or work already performed. Such arrangements do not remove mandatory consumer rights or remedies for defective goods, misdescription or non-performance.
If the supplier cancels or cannot provide the agreed goods or services, we will arrange an agreed alternative or the refund due for the unfulfilled portion. You do not have to accept a materially different substitute.
8. Returns, exchanges and refunds
Contact customer service to request a return, exchange or refund and to obtain the appropriate instructions. Do not return rental equipment or goods to an unconfirmed address. Eligibility depends on the type and condition of the item or service, the booking terms disclosed before payment and applicable consumer law. Returning rented equipment at the end of its agreed rental period is part of fulfilment and is not itself a cancellation of the rental.
Where a return is accepted, the return method and responsibility for reasonable return costs will be communicated. Remedies for goods that are defective, damaged on delivery or materially different from the agreed description are assessed separately from a change-of-mind request.
Approved card-payment refunds are returned to the original card or payment method used for the transaction, rather than paid in cash or to an unrelated account, subject to the payment provider's permitted procedures. We will tell you the approved amount, any lawful and previously disclosed deductions, and the expected processing timeframe. Bank posting times may differ from the date a refund is initiated. Contact us with your payment reference if a confirmed refund has not appeared by the advised date.
Nothing in these terms limits cancellation, return, warranty or refund rights that cannot be excluded under Saudi law.
9. Complaints and payment disputes
For a complaint, contact projects@luxuryksa.com with the order reference and a description of the issue. We may ask for documents or photographs relevant to resolving it. Contacting our team does not remove your right to approach your payment provider or a competent authority. Please notify us promptly of a suspected duplicate or unauthorised payment so it can be investigated.
10. Privacy and intellectual property
Our Privacy Policy explains the collection and use of information relating to accounts, enquiries, bookings and payments. Website branding, text and other material may be protected by intellectual-property rights. You may use the website for its intended purpose but must not misuse or republish protected material without appropriate permission.
11. Responsibility and events outside reasonable control
Each party is responsible for the obligations it agrees to perform and for complying with applicable law. Any limitation of responsibility applies only to the extent permitted by law and does not exclude rights or liabilities that cannot lawfully be excluded. If an event outside reasonable control affects performance, we will communicate its effect and discuss reasonable next steps, including any refund or rescheduling rights that apply.
12. Governing law and updates
These terms are governed by the laws of the Kingdom of Saudi Arabia, without limiting mandatory consumer rights. Disputes that cannot be resolved through customer service may be referred to the competent authorities or courts.
We may revise these terms for future use of the website and future bookings. A later update does not automatically change an already agreed booking. Keep a copy of the terms and quotation applicable when your booking was accepted.