Effective Date: 01-02-2025
At PyraSafari, customer satisfaction is our top priority. We understand that plans can change, and we strive to make our refund and returns policy as straightforward as possible. Please read the details below to understand the terms of cancellations, refunds, and rescheduling.
1. Cancellations by the Customer
1.1 Cancellation Timeframes:
- More than 48 hours before the tour start time:
Full refund or free rescheduling to a new date (subject to availability). - 24 to 48 hours before the tour start time:
50% refund or rescheduling for a small fee. - Less than 24 hours before the tour start time or no-shows:
No refund or rescheduling allowed.
1.2 How to Cancel:
- Cancellations must be made via email at [email protected] or by calling us at +201008883323.
- Please provide your booking reference and contact details when requesting a cancellation.
2. Cancellations by PyraSafari
2.1 Reasons for Cancellation:
We may cancel your booking due to:
- Extreme weather conditions (e.g., sandstorms, heavy rain).
- Safety concerns or unforeseen operational issues.
- Insufficient participants for group tours (in rare cases).
2.2 Refund for PyraSafari-Initiated Cancellations:
- Customers will receive a full refund or the option to reschedule their booking to a convenient date.
3. Refund Process
3.1 Eligibility for Refund:
Refunds are applicable for cancellations that meet the criteria mentioned in Section 1 or 2.
3.2 How Refunds Are Processed:
- Refunds will be issued using the original payment method.
- Please allow 5-10 business days for the refund to reflect in your account.
- Customers will be notified via email once their refund has been processed.
3.3 Non-Refundable Items:
- Processing fees from third-party payment providers (if applicable).
- Add-ons or customized arrangements that are non-refundable as stated during booking.
4. Rescheduling Policy
- Customers can reschedule their booking up to 48 hours before the tour start time without additional fees.
- Rescheduling within 24-48 hours of the tour start time will incur a small administrative fee.
- Rescheduling is not permitted within 24 hours of the tour start time or after a no-show.
5. Special Conditions
- Group and Private Tours:
Refunds or rescheduling for group or private tours are subject to the specific terms provided at the time of booking. - Gift Cards and Vouchers:
Gift cards and vouchers are non-refundable but can be transferred to another person. - Packages or Bundled Offers:
Refunds for bundled packages will be calculated based on the individual value of each tour, minus any applicable cancellation fees.
6. Non-Refundable Scenarios
No refunds will be issued in the following cases:
- Customers arriving late or failing to show up at the designated meeting point.
- Miscommunication due to incorrect contact details provided during booking.
- Changes to your personal circumstances (e.g., missed flights or other commitments).
7. Customer Support
If you have any questions or concerns about our refund and returns policy, please don’t hesitate to reach out:
- Email: [email protected]
- Phone: +201008883323
Our team is here to assist you and ensure your experience with PyraSafari is seamless and enjoyable.
8. Modifications to This Policy
PyraSafari reserves the right to update this Refund and Returns Policy at any time. Updates will be published on this page, and the “Effective Date” will be revised accordingly.
