Question 1

How do I book a guide on Golden Kaabah?

Accepted Answer

Search for a guide by language, destination and dates on the Guides page, review their profile, then book directly online. Your funds are held in escrow until the service is completed.

Question 2

How does secure payment work?

Accepted Answer

Your funds are held in escrow and only released to the guide once the service is confirmed, for your peace of mind.

Question 3

Can I cancel my booking?

Accepted Answer

Yes, subject to the guide's cancellation terms. An automatic refund applies in the cases covered by the cancellation policy.

Question 4

What happens if I disagree with my guide?

Accepted Answer

You can open a dispute from your pilgrim space; our team reviews the situation and proposes a fair resolution for both parties.

Question 5

How do I become a certified guide on Golden Kaabah?

Accepted Answer

Create a guide account, complete your profile (languages, experience, services), sign the code of ethics, then submit your application. An admin reviews and approves it before it goes live.

Question 6

What documents do I need for identity verification (KYC)?

Accepted Answer

A valid ID document (national ID, passport or driving license) and, where applicable, a letter of recommendation (Tazkiya). These documents stay confidential and are only accessible to our validation team.

Question 7

When do I get paid after a service?

Accepted Answer

Funds are released from escrow and paid out as soon as the pilgrim confirms the service is complete.

Question 8

Does Golden Kaabah take a commission?

Accepted Answer

Yes, a 10% commission is taken on every confirmed booking to fund the platform, escrow and support.

Question 9

How does escrow work?

Accepted Answer

Your funds are held in escrow until the service is confirmed, protecting both pilgrims and guides.

Question 10

What payment methods are accepted?

Accepted Answer

We accept Visa, Mastercard, American Express, as well as Apple Pay and Google Pay.

Question 11

Can I get a refund?

Accepted Answer

Yes, in case of a cancellation covered by the guide's policy or a dispute resolved in your favor, the refund is issued to your original payment method.

Question 12

Are my identity documents protected?

Accepted Answer

Yes. ID and KYC documents are stored in a private space, never made public, and only accessible to our validation team via temporary secure links.

Question 13

What languages is support available in?

Accepted Answer

Support is available in Arabic, French, English and Spanish.

Question 14

How do I contact support?

Accepted Answer

Via the Contact link in the footer, or through the messaging built into your pilgrim or guide space.

Question 15

How do I delete my account?

Accepted Answer

Contact our support via the Contact page; we will delete your account and data in accordance with our privacy policy.

Frequently asked questions

Pilgrims

Guides

Payment & security

Account & support

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