Refund and Returns Policy - Nasa Tours Egypt

Effective Date: 20th May 2025
Last Updated: 20th May 2025

Policy Overview

Nasa Tours Egypt understands that travel plans can change. This policy outlines our fair and transparent approach to cancellations and refunds while balancing customer needs with operational requirements.

Standard Cancellation Terms

Cancellation Timeline and Refunds

More than 48 Hours Before Tour

Refund Amount: 90% of total payment (10% processing fee retained)
Processing Time: 5-7 business days
Eligibility: All standard tour packages and day trips

24-48 Hours Before Tour

Refund Amount: 50% of total payment
Processing Time: 5-7 business days
Conditions: Subject to our ability to resell the booking

Less than 24 Hours Before Tour

Refund Amount: No refund available
Alternative: Tour credit option available (see below)
Exception: Medical emergencies with documentation

No-Show Policy

Refund Amount: No refund available
Grace Period: 15 minutes after scheduled pickup/meeting time
Communication: We will attempt to contact you during grace period

Processing Fees Explanation

Why We Charge Processing Fees

Payment gateway fees (Paymob charges)
Administrative costs for booking management
Partner notification and coordination costs
Customer service and communication expenses

Fee Structure

Standard Processing: 10% of total booking (minimum $10 USD)
Express Refund: 15% of total booking for 24-hour processing
International Refunds: Additional $15 USD for international bank transfers

Tour-Specific Cancellation Policies

Premium and Multi-Day Tours

Luxury Tours and Private Charters

72+ hours: 85% refund (15% cancellation fee)
48-72 hours: 65% refund
24-48 hours: 35% refund
Less than 24 hours: No refund

Multi-Day Packages (3+ days)

7+ days notice: 80% refund
3-7 days notice: 60% refund
1-3 days notice: 30% refund
Day of departure: No refund

Specialized Activities

Diving and Water Sports

48+ hours: 85% refund (weather-dependent activities)
24-48 hours: 50% refund
Same day: No refund (equipment and boat preparation costs)

Cultural and Historical Tours

Standard timeline applies (48-hour full refund policy)
Group tours: May have additional restrictions based on minimum participants

Desert Adventures and Overnight Camps

72+ hours: 90% refund
48-72 hours: 70% refund
24-48 hours: 40% refund
Less than 24 hours: No refund (camp setup and catering costs)

International & Flight-Inclusive Tours:

Flights: Any tour package that includes domestic or international flights (e.g., Cairo to Luxor flights, flights for Petra/Jerusalem tours) will have non-refundable flight components once tickets are issued. This amount will be deducted from any eligible refund.
Tours to Petra and Jerusalem: Due to significant pre-payments, cross-border arrangements, and specific local partner policies, tours to Petra and Jerusalem are non-refundable. We strongly recommend comprehensive travel insurance for these specific destinations.

Weather and Force Majeure Policy

Weather-Related Cancellations

Initiated by Nasa Tours Egypt

Full Refund: 100% refund when we cancel due to unsafe conditions
Alternative Options: Rescheduling to available dates at no extra cost
Tour Credits: 110% credit value for future bookings (valid 12 months)
Partial Services: Prorated refunds for partially completed tours

Weather Conditions Covered

Severe storms, high winds, dangerous sea conditions
Extreme temperatures affecting safety
Flash floods or dangerous road conditions
Airport closures affecting flight-dependent tours

Customer-Initiated Weather Cancellations

Standard policy applies unless conditions deemed unsafe by local authorities
Discretionary Refunds: Case-by-case review for extreme circumstances

Force Majeure Events

Covered Events

Natural disasters (earthquakes, floods, extreme weather)
Political instability or government travel advisories
Pandemic-related restrictions or lockdowns
Terrorist attacks or security incidents
Infrastructure failures (airport closures, road blockages)

Force Majeure Refund Options

Full Refund: 100% refund processed within 14 business days
Future Credit: 115% credit value for booking within 18 months
Alternative Arrangements: Comparable tour substitutions
Partial Completion: Prorated refunds for services not delivered

Medical Emergency Cancellations

Covered Medical Situations

Serious Illness: Hospitalization or doctor-ordered bed rest
Injury: Physical injury preventing safe participation
Family Emergency: Immediate family serious illness or death
Pregnancy Complications: Doctor-certified restrictions on travel/activities

Documentation Requirements

Medical Certificate: Licensed physician’s statement
Hospital Records: Admission/treatment documentation
Death Certificate: For family emergency situations
Travel Insurance: We recommend comprehensive travel insurance

Medical Emergency Refunds

With Documentation: 85% refund regardless of timing
Processing Time: 7-10 business days after document verification
Partial Participation: Prorated refunds for unused portions

Group Booking Cancellations

Group Size Impact

Small Groups (2-5 people)

Standard policy applies to entire group
Partial cancellations: Individual refunds based on standard timeline

Medium Groups (6-15 people)

Group discounts: May affect refund calculations
Minimum participant requirements: Tours may cancel if below minimum
72-hour notice: Required for groups over 10 people

Large Groups (16+ people)

Custom agreements: Special terms negotiated at booking
Deposit requirements: Typically 30-50% non-refundable deposit
Staged payments: Different refund rules for different payment stages

Group Booking Benefits

Flexible rescheduling: One free date change for groups 10+
Partial refunds: Available for individuals leaving group bookings
Upgrade options: Apply cancellation value to upgraded experiences

Refund Processing Details

Payment Method and Timeline

Credit Card Refunds

Processing Time: 5-10 business days after approval
Method: Refunded to original payment method
Currency: Refunded in original payment currency
Bank Processing: Additional 2-5 days for bank processing

International Payments

Exchange Rates: Refunds subject to current exchange rates
Bank Fees: International transfer fees may apply
Alternative Methods: PayPal or wire transfer options available
Documentation: Additional verification may be required

Refund Approval Process

Standard Refunds (Eligible Timeline)

Cancellation Request: Submit through website or email
Automatic Processing: Approved within 24 hours
Payment Processing: Initiated immediately
Confirmation: Email notification with refund reference

Review Required Refunds

Request Submission: Include reason and documentation
Review Period: 2-5 business days for evaluation
Decision Notification: Email with approval/denial details
Appeal Process: Available for denied requests

Tour Credits and Alternatives

Tour Credit System

Credit Value and Validity

Standard Credits: 100% of refund value
Bonus Credits: 110% for weather cancellations, 115% for force majeure
Validity Period: 12 months from issue date (18 months for force majeure)
Transferability: Credits can be transferred to family members

Using Tour Credits

Booking Process: Enter credit code during checkout
Partial Usage: Credits can be split across multiple bookings
Upgrade Options: Use credits toward more expensive tours
Extension: One-time 6-month extension available (administrative fee applies)

Alternative Arrangements

Rescheduling Options

Free Rescheduling: Available for cancellations 48+ hours in advance
Peak Season: Additional fees may apply for high-demand dates
Same Value Tours: Switch to different tour of equal value
Upgrade Incentives: Discounted upgrades to premium experiences

Substitute Experiences

Weather Alternatives: Indoor cultural tours for outdoor cancellations
Activity Modifications: Adapted tours for mobility or health concerns
Location Changes: Alternative destinations for closed/restricted areas
Seasonal Alternatives: Different activities based on seasonal availability

Special Circumstances

Last-Minute Booking Cancellations

Rush Bookings (Within 24 Hours)

No Refund: Standard policy applies
Exception: Operational issues preventing tour delivery
Credit Option: 50% tour credit available at discretion

Third-Party Booking Cancellations

Travel Agent Bookings

Agent Responsibility: Primary cancellation handling through booking agent
Direct Contact: Emergency situations handled directly
Commission Impact: Refunds adjusted for agent commissions
Documentation: Additional verification required

Repeat Customer Benefits

Loyalty Program Members

Enhanced Timeline: Extended cancellation windows
Reduced Fees: Lower processing fees for frequent customers
Priority Rebooking: First access to alternative dates
Bonus Credits: Additional credit value for cancellations

Dispute Resolution

Internal Review Process

Initial Contact: Email refund@nasatoursegypt.com with details
Case Review: Management review within 48 hours
Response: Detailed explanation of decision
Appeal: One appeal allowed with additional documentation

External Resolution

Payment Disputes

Chargeback Process: Through Paymob/credit card company
Evidence Submission: We provide full documentation
Resolution Timeline: 30-60 days typical processing

Legal Resolution

Governing Law: Egyptian consumer protection laws
Mediation: Available through Egyptian tourism authority
Court Jurisdiction: Egyptian courts for legal proceedings

Contact Information

Cancellation and Refunds Department:
Email: info@nasatoursegypt.com
Phone: +201040497626
Hours: 9 AM – 6 PM (Egypt Standard Time)

Emergency Cancellations:
24/7 WhatsApp: +201040497626
Emergency Phone: +201040497626

General Customer Service:
Email: info@nasatoursegypt.com
Phone: +201040497626
Website: https://nasatoursegypt.com

This policy is designed to be fair to both customers and Nasa Tours Egypt while reflecting the unique challenges of tourism operations in Egypt. We recommend all customers consider comprehensive travel insurance for maximum protection.