Refund Policy

Last Updated: January 2025

1. Overview

At Cairo Giza Pyramids Guide (Registration No. 43781670), we strive to provide exceptional tour experiences. We understand that plans can change, and this Refund Policy outlines the terms and conditions for cancellations, refunds, and modifications to your bookings.

This policy applies to all tours and services purchased through our website museumegys.com or other booking channels.

2. Cancellation Policy

2.1 Cancellation by Customer

Customers may cancel their bookings according to the following schedule:

Cancellation Timeframe	Refund Amount
More than 7 days before tour date	100% refund (minus processing fees)
4-7 days before tour date	50% refund
2-3 days before tour date	25% refund
Less than 48 hours before tour date	No refund
No-show or same-day cancellation	No refund

2.2 Processing Fees

All refunds are subject to a processing fee of 5% or $10 USD (whichever is greater) to cover administrative and transaction costs. This fee is deducted from the refund amount.

2.3 How to Cancel

To cancel your booking:

• Email us at info@museumegys.com with your booking reference number
• Call us at +256106471491 during business hours
• Provide your full name, booking reference, and tour date
• Cancellation is effective upon our written confirmation

Cancellation requests must be received during our business hours (8:00 AM - 8:00 PM Egypt Time, 7 days a week). Requests received outside these hours will be processed on the next business day.

3. Refund Process

3.1 Refund Timeline

Once your cancellation is approved:

• Refund processing begins within 3-5 business days
• Refunds are issued to the original payment method
• It may take 7-14 business days for the refund to appear in your account, depending on your financial institution
• You will receive email confirmation once the refund is processed

3.2 Refund Method

• Refunds are issued using the same payment method used for the original purchase
• Credit card refunds: 7-14 business days to appear on statement
• PayPal or other digital wallets: 5-10 business days
• Bank transfers: 10-14 business days

3.3 Currency and Exchange Rates

• Refunds are processed in US Dollars (USD)
• If your original payment was in a different currency, the refund will be converted using current exchange rates
• Currency conversion fees charged by your bank or payment provider are not refundable
• We are not responsible for exchange rate fluctuations between booking and refund dates

4. Modifications and Rescheduling

4.1 Date Changes

If you need to change your tour date:

• Requests must be made at least 72 hours (3 days) before the original tour date
• One free date change is permitted per booking
• Additional changes may incur a $25 USD modification fee
• Date changes are subject to availability
• Price differences may apply if rescheduling to a different tour type

4.2 Tour Type Changes

To change to a different tour:

• Contact us at least 5 days before your scheduled date
• Subject to availability of the new tour
• If the new tour costs more, you must pay the difference
• If the new tour costs less, the difference will be refunded (minus processing fees)
• Changes may incur a $15 USD administrative fee

4.3 Participant Changes

• Name changes are permitted up to 48 hours before the tour
• No fee for name changes (same tour and date)
• Participant must meet all eligibility requirements
• Original purchaser remains responsible for payment

5. Cancellation by Company

5.1 Company-Initiated Cancellations

We reserve the right to cancel tours due to:

• Insufficient bookings (minimum 2 participants required for group tours)
• Severe weather conditions or safety concerns
• Government restrictions or site closures
• Guide illness or unavailability
• Force majeure events (natural disasters, political unrest, pandemics, etc.)
• Operational or logistical issues

5.2 Customer Options When Company Cancels

If we cancel your tour, you may choose:

• Option 1: Reschedule to an alternative date (no additional cost)
• Option 2: Select a different tour of equal or lesser value
• Option 3: Receive a 100% refund (including all fees)

We will notify you as soon as possible if we need to cancel and will work with you to find a suitable solution.

5.3 No Liability for Additional Costs

If we cancel your tour, our liability is limited to the refund of the tour price. We are not responsible for:

• Airfare or transportation costs
• Hotel accommodations
• Visa fees
• Travel insurance
• Other incidental expenses

We strongly recommend purchasing travel insurance to protect against such circumstances.

6. No-Shows and Late Arrivals

6.1 No-Show Policy

If you fail to appear for your scheduled tour without prior cancellation:

• No refund will be provided
• The full tour price is forfeited
• Rescheduling is not permitted

6.2 Late Arrivals

Tours depart promptly at the scheduled time:

• Customers must arrive at the pickup point at least 10 minutes early
• Tours will not wait for late arrivals
• Late arrivals are treated as no-shows
• No refunds or reschedules for late arrivals
• We recommend allowing extra time for traffic and unforeseen delays

7. Weather-Related Cancellations

7.1 Severe Weather

In cases of severe weather that pose safety risks:

• We will assess conditions and make a determination
• If we cancel, you receive a full refund or reschedule option
• If you choose to cancel due to weather we deem safe, standard cancellation fees apply

7.2 Minor Weather Conditions

Tours operate in most weather conditions:

• Light rain, clouds, or moderate heat are not grounds for cancellation
• We recommend bringing sun protection, water, and appropriate clothing
• Standard cancellation policy applies if you cancel due to minor weather

8. Special Circumstances

8.1 Medical Emergencies

If you cannot attend due to a medical emergency:

• Provide medical documentation (doctor's note or hospital records)
• Submit within 48 hours of the scheduled tour date
• We will review on a case-by-case basis
• May offer rescheduling or partial refund at our discretion

8.2 Family Emergencies

For documented family emergencies (death, serious illness):

• Provide appropriate documentation
• Contact us as soon as possible
• We will work with you to find a fair solution
• Decisions are made on a case-by-case basis

8.3 Travel Restrictions

If you are unable to travel due to government-imposed travel restrictions or visa denials:

• Provide official documentation
• May be eligible for full refund or credit toward future booking
• Must be submitted before the tour date

9. Group Bookings

9.1 Group Definition

Group bookings are defined as 6 or more participants booked together under one reservation.

9.2 Group Cancellation Policy

• Group bookings require special cancellation terms
• 50% deposit is non-refundable for group bookings
• Cancellations more than 14 days before tour: 50% refund of total (after deposit)
• Cancellations 7-14 days before: 25% refund
• Cancellations less than 7 days: No refund

9.3 Partial Group Cancellations

If some group members cancel:

• Notify us at least 7 days before the tour
• Refund amount based on individual cancellation policy
• Remaining participants must still meet minimum group size
• Group rate may be adjusted if size falls below threshold

10. Private Tour Cancellations

Private tours (Private Egyptologist Tour) have different cancellation terms:

• More than 10 days before: 100% refund (minus processing fees)
• 7-10 days before: 50% refund
• Less than 7 days before: No refund
• Private tours can be rescheduled once without penalty if done more than 7 days in advance

11. Non-Refundable Items

The following items are non-refundable under all circumstances:

• Special event or holiday tour bookings
• Heavily discounted or promotional bookings (when specified)
• Third-party services (if separately purchased)
• Photography permits and special access fees
• Administrative and processing fees
• Custom or tailored tour arrangements

12. Refund Disputes

12.1 Dispute Process

If you disagree with a refund decision:

• Contact us within 14 days of the refund determination
• Provide detailed explanation and any supporting documentation
• We will review and respond within 7 business days
• Final decisions are made at management discretion

12.2 Chargebacks

Before initiating a chargeback with your bank:

• Contact us first to resolve the issue
• Chargebacks should be a last resort
• Unjustified chargebacks may result in service refusal
• We reserve the right to dispute illegitimate chargebacks

13. Travel Insurance Recommendation

We strongly recommend that all customers purchase comprehensive travel insurance that covers:

• Trip cancellation and interruption for any reason
• Medical emergencies and evacuation
• Travel delays and missed connections
• Lost luggage and personal belongings

Travel insurance can protect you against unforeseen circumstances that fall outside our standard refund policy.

14. Exceptions and Modifications

We reserve the right to make exceptions to this policy at our sole discretion for extraordinary circumstances. Any modifications to this policy for specific bookings must be agreed upon in writing and signed by an authorized company representative.

15. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our practices or legal requirements. The "Last Updated" date at the top of this document indicates when the policy was last revised. Continued use of our services after changes constitutes acceptance of the updated policy.

Bookings made before policy changes are governed by the policy in effect at the time of booking.

18. Acknowledgment

By completing a booking with Cairo Giza Pyramids Guide, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of your contract with us and should be read in conjunction with our Terms & Conditions and Privacy Policy.

Thank you for your understanding and cooperation. We look forward to providing you with an exceptional Egyptian pyramid experience!