Booking Terms and Conditions

GRAND TOURS (جراند تورز)

Licensed by the Egyptian Ministry of Tourism: licence no. 287, issued 19 February 1981 under Law No. 38 of 1977, Article (1), category (A) — general tourism activity.

Legal form • Simple limited partnership (شركة توصية بسيطة), registered in Egypt

Office address • El Serag City Mall (formerly Jana Towers), Makram Ebeid extension, Nasr City, Cairo 11471

Responsible manager (company) • Tarek Mohamed Abd El Ghaffar

Office licensed • 25 September 2002

Responsible manager (office) • Mona Mohammed Abd El Gafar Mohammed

Commercial and tax registration • Our commercial register number and our tax registration number are given to you in writing in your quotation, before you are asked to pay anything, and they appear on every invoice, receipt and booking confirmation. We give them to anyone who asks — see clause 24.8

These terms take effect on the date they are published on this page.

Date of publication: 1 August 2026

These terms apply to bookings made on itripegypt.com and booking.itripegypt.com and to bookings made by phone, WhatsApp or email.

⚠ READ THIS BEFORE YOU PAY

Bookings in peak periods cannot be cancelled or changed. Money paid is not refunded.

Peak periods are:

| Product | Peak period |

|---|---|

| Hotels and beach packages | 1 July – 31 August |

| Nile cruises | 1 September – end of February |

| All products | Official feasts and public holidays, whichever month they fall in |

Peak is decided by your check-in date — the date you arrive, or the date your cruise sails. It is not decided by the date you book or the date you pay. Booking in March for an August arrival is still a peak booking.

If your check-in date falls inside any of those periods, your booking is non-refundable from the moment we confirm it — however far in advance you cancel, and whatever the reason. There is no partial refund and no change of date.

We tell you in writing, in your quotation, before you pay anything, whether your dates are peak. If we did not tell you before you paid, we will not apply this rule to your booking.

Full detail in section 5. If you cannot commit to non-refundable dates, ask us for dates outside these windows before you pay.

Quick answers

Your question • Section

What do I pay now, and when is the rest due? • 3

Which date do all the deadlines count from? • 4.1

What happens if I cancel? • 4

Are my dates non-refundable? • 5

Can I change my dates or my name? • 6

Why are Nile cruises stricter? • 7

I did not show up — what now? • 8

Is the price per room or per person? • 9

What is included in the price? • 10

When do I get my money back? • 11

What if something happens that is nobody's fault? • 12

The hotel cannot take me — what do you do? • 12.7

How do I complain? • 13

What is Grand Tours responsible for? • 14

I am buying a flight, a visa, or a trip outside Egypt • 15

What about my passport, my visa and getting into Egypt? • 16

Do I need travel insurance? • 17

I have a medical condition, or I need assistance • 18

What if there is damage, or something is stolen? • 19

I want to book a trip after I arrive • 20

Is what I saw on your website guaranteed? • 21

What do you do with my passport details and my data? • 22

Your reply did not resolve it — what now? • 23

1. These terms

1.1 These terms apply to every booking we accept, for hotels, beach packages, Nile cruises and transfers.

1.2 Your quotation and your booking confirmation form part of your contract with us, together with these terms.

1.3 Some hotels and vessels impose their own booking, deposit, payment, amendment or cancellation terms that differ from the ones on this page. Where they do, the property's or vessel's own terms apply to that booking, and we set them out in writing in your quotation before you pay anything.

1.4 We will not apply any term to your booking that was not given to you in writing before you paid. If it is not in your quotation or your confirmation, it does not apply to you.

1.5 These terms are published in English and Arabic. Both versions have the same meaning. If a difference in wording is ever disputed, the Arabic version is the operative one.

1.6 These terms are governed by Egyptian law.

1.7 What "working day" means in these terms. Wherever these terms say "working day", it means any day from Saturday to Thursday. Friday is not a working day, and neither is an official public holiday. Our office hours are set out in clause 13.3.

Our working week is therefore six days long. That matters when you read a period given in working days: 30 working days is about five calendar weeks, not 30 calendar days. Where these terms give a period in calendar days — every cancellation and amendment deadline in sections 4, 5 and 6 — it means calendar days, counted continuously, including Fridays and holidays.

1.8 Which version of these terms applies to you. These terms take effect on the date they were published, shown at the top of this page. The version in force on the day you make your booking is the version that governs your booking — for its whole life, including cancellation and amendment.

We may change these terms for future bookings. A change never applies backwards to a booking already confirmed. If you want to know exactly which version applies to yours, ask us and we will send it to you.

2. Booking and confirmation

2.1 Prices shown on our websites, in our rate sheets and in social media posts are indicative and not binding. They can change until a booking is confirmed.

2.2 Before you pay anything, we send you a written quotation stating:

• the hotel or vessel, the dates, the room or cabin type and the occupancy;

• the total price and the currency;

• what is included and what is not;

• the deposit amount and the date the balance is due;

• the cancellation terms that apply to that booking;

• whether your dates fall in a peak period (section 5);

• any term of the hotel or vessel that differs from these terms;

• our commercial register number and our tax registration number (clause 24.8).

2.3 Your booking is confirmed only when both of these have happened:

1. your deposit has reached our account in cleared funds; and

2. we have sent you a written booking confirmation.

A quotation on its own, a WhatsApp conversation on its own, or a transfer receipt on its own is not a confirmed booking.

2.4 Provisional holds. We can hold a room or cabin for a short period while you decide:

Situation • Hold

Normal periods • 48 hours

Peak periods • 24 hours

Nile cruises, any season • 24 hours

Check-in within 7 days • No hold — confirmation by deposit only

A hold may be extended once, with a supervisor's approval, and is not extended in peak periods.

2.5 A hold does not fix the price and does not guarantee availability. It expires automatically when the time runs out, without any further notice to you.

2.6 If you book for other people, you confirm that you are authorised to accept these terms on their behalf, and you are responsible for payment for the whole booking.

2.7 The names on your booking must match the passport or national ID that will be presented at check-in or boarding. Correcting a name later is treated as an amendment under section 6.

2.8 Documents you must bring with you — please read this one. Egyptian hotels and vessels check documents at reception, and a property can refuse to check you in without them. Bring all of the following, in original form:

• a passport or national ID card for every traveller, matching the names on the booking (2.7);

• birth certificates for children travelling with you;

• for a married couple sharing a room, the marriage certificate, or a document proving the marriage.

These are the property's requirements, not ours, and we cannot overrule them. If you are refused check-in because a document is missing, that is treated as a no-show under section 8 and nothing is refunded. If you are unsure what your property will ask for, ask us before you travel and we will check for you.

2.9 Special requests are passed on, not guaranteed. Any request you make about your booking — a particular floor, adjoining rooms, a sea view, a bed type, a late meal — is sent to the hotel as a note only and is not guaranteed. If something is essential to you, tell us before you pay and we will ask the property to confirm it in writing. If it is not confirmed to you in writing, treat it as not booked.

2.10 The property's own rules apply while you are there. The hotel's or the vessel's rules and regulations must be respected and followed. They are set by the property, not by us, and a property may act on its own rules — including refusing service — without that being a matter we can overturn.

2.11 Group bookings. Where you ask us to quote for a group, we quote it separately, and the deposit, the payment dates and the cancellation terms for a group booking are the ones set out in your group quotation. They can differ from the terms on this page, because hotels and vessels apply their own group terms to us. Where the group quotation differs from these terms, the group quotation governs that booking, and we set out every difference in writing before you pay anything (clauses 1.3 and 1.4). One person is named as responsible for the group and for payment (clause 2.6).

2.12 If the hotel cannot provide the rooms we booked for you. If the hotel is unable to provide the rooms that were booked, we provide you with a comparable hotel at no additional cost to you. Clause 12.7 sets out that undertaking in full — what "comparable" means, who pays if the alternative costs more, and what happens if you would rather not accept it.

3. Payment

3.1 Deposit: 50% of the total booking value, on every product — hotels, packages and Nile cruises alike.

3.2 Balance: due no later than 21 days before your check-in date — the date you arrive at the hotel, or the date the vessel sails.

3.3 If you book inside 21 days of your check-in date, the full amount is payable at confirmation.

3.4 Where the hotel or vessel requires a different deposit or an earlier balance date, that requirement applies instead — and we state it in writing in your quotation before you pay.

3.5 We do not currently accept online card payment. There is no payment page and no card checkout on our websites. Anyone offering you a card payment link in our name is not us. We accept:

• bank transfer to the company's account;

• Instapay to the company;

• electronic wallet in the company's name;

• cash at our office;

• for domestic beach packages only, cash on departure — see 3.9.

3.6 Never send money to an individual's personal account. All payments are made to the company named on your invoice. Our payment details are sent to you in a separate written message for each booking; we never publish them on the website. If you receive a message changing our bank details, telephone us on the number in section 13 before you send anything.

3.7 Payment deadline: 24 hours. Once your booking is confirmed, the payment we have asked you for — the deposit, or the full amount where clause 3.3 applies — must reach us within 24 hours. The deadline that applies to your booking is stated in your written confirmation of terms. If the payment does not reach us by that deadline, the booking is cancelled: the price and the availability are no longer held for you.

3.8 Sending us a screenshot or a transfer receipt is not payment. We confirm that funds have cleared within one working day of receiving your proof of transfer.

3.9 Cash on departure is available on domestic beach packages only, by prior written agreement, and only if your deposit was paid on time. It is not available on Nile cruises and not available in peak or public-holiday periods.

3.10 If the balance is not paid on time, we send you a written notice giving you 48 hours. If it is still unpaid after that, the booking is treated as a cancellation by you and section 4 applies.

3.11 We issue a written receipt for every payment. Keep it.

3.12 Payment deadlines are real, and missing one cancels the booking. A deposit not paid by the deadline in 3.7, or a balance not paid after the written notice in 3.10, results in cancellation of the booking. Where you have already paid something, what is returned to you is worked out under section 4 and paid under section 11. Where nothing has been paid, nothing is owed either way and the booking simply falls away.

4. Cancellation — normal periods

This section applies to normal periods only. If your check-in date falls in a peak period, section 5 applies instead and nothing in this section 4 applies to your booking.

4.1 Which date everything is counted from. Every period on this page — the 21-day band, the 7-to-21-day band, the under-7-day band, and every amendment deadline in section 6 — is counted backwards from your check-in date. Your check-in date is the date you arrive at the hotel, or the date your Nile cruise sails.

It is not counted from the date you made the booking, and not from the date you paid. A booking made in March for an arrival in August is judged by the August date.

Example: if you check in on 20 August, a written cancellation sent on or before 29 July is "more than 21 days before arrival"; one sent between 30 July and 13 August is in the "7 to 21 days" band; one sent on or after 14 August is "less than 7 days".

4.2 How to cancel. Tell us in writing — by email to booking@itripegypt.com, or to the email address shown on your booking confirmation, or by WhatsApp to the number in section 13. Give your booking number and the reason for cancelling. We reply in writing confirming that the cancellation is registered, with the date and time we have recorded.

Our written reply is a confirmation, not a permission. The charge is worked out from the time you sent your written notice, as set out in clause 4.3 — not from the time we reply, and not from when you decided. A cancellation you have sent is effective even if our reply reaches you later.

4.3 When your cancellation counts — including outside office hours and on Fridays. Our office is open Saturday to Thursday, 1:00 PM – 10:00 PM, and closed on Fridays (clause 13.3). Cancellation charges are counted in calendar days before your check-in date, so a message sent late at night or on a Friday could otherwise fall on the wrong side of the 21-day or 7-day line.

Your cancellation takes effect from the date and time you sent the written request — the timestamp on your email or WhatsApp message — and not from the time our office next opens. If you send it at 11:00 PM, or on a Friday, or on a public holiday, that is the moment we use.

We process the cancellation on the next working day, and we confirm it back to you in writing with the date and time we have recorded. That confirmation is for your records; it does not change the effective time, which stays the moment you sent the request. If our record of the time differs from yours, send us your message timestamp and we will use it.

4.4 The charge depends on how long before your check-in date that notice was sent (clause 4.3):

When your written cancellation was sent • What is charged

More than 21 days before check-in • 10% of the total booking value is deducted; the rest is refunded

Between 7 and 21 days before check-in • One night is charged; the rest is refunded

Less than 7 days before check-in • The full amount is charged; nothing is refunded

4.5 "One night" means the value of one night of the accommodation booked, calculated on the rate basis in section 9.

4.6 Nile cruises are different. In the 7–21 day band, a cruise booking is charged in full, not one night. See section 7.

4.7 Where the hotel or vessel imposes different cancellation terms, those terms apply instead of the table above — and they are written into your quotation and your booking confirmation before you pay. Some properties are non-refundable from the moment of booking; where that is the case we tell you so in writing, in plain words, before you pay anything.

4.8 An amendment requested inside a period in which cancellation charges apply is treated as a cancellation, not an amendment. See section 6.

4.9 Refunds are paid under section 11.

4.10 If we cancel your booking for a reason that is not force majeure (section 12) and is not your failure to pay, you receive a full refund with no deduction.

5. Peak periods — no cancellation, no amendment, no refund

The most important term on this page.

5.1 A booking whose check-in date falls inside a peak period cannot be cancelled and cannot be amended, and all sums paid are non-refundable from the moment the booking is confirmed — regardless of how far before arrival you tell us, and regardless of the reason.

5.2 The cancellation ladder in section 4 does not apply at all in peak periods. None of its time bands operate. There is no 10% band, no one-night band, no partial refund.

5.3 Peak periods are:

Product • Peak period

Hotels and beach packages • 1 July – 31 August

Nile cruises • 1 September – end of February

All products • Official feasts and public holidays — see 5.7

5.4 The check-in date decides — nothing else. Whether a booking is peak is decided by the date you arrive at the hotel, or the date your cruise sails. It is not decided by the date you booked, the date you paid, or the date you check out.

• A stay arriving 30 August and leaving 3 September is a peak booking, because check-in falls inside the peak window — even though most of the stay is in September.

• A stay arriving 2 September is not peak, even if it was booked and paid for in July.

• A cruise sailing on 28 February is peak. A cruise sailing on 2 March is not.

5.5 Peak is decided by what you booked, not by the month. The two windows barely overlap. A beach hotel booking in September is a normal-period booking. A Nile cruise in September is a peak booking. Both can be booked on the same day and be treated differently — because the products are different.

5.6 Official feasts and public holidays are treated as peak on every product, in whatever month they fall — including on a beach booking in March and on a cruise in June. Again, it is the check-in date that must fall on one of those dates.

5.7 Feasts and public holidays — named, not dated. The following feasts and official holidays are peak periods on every product:

Islamic feasts • Eid al-Fitr · Eid al-Adha (with Arafat Day) · the Islamic New Year · the Prophet's Birthday (Mawlid al-Nabi)

Coptic feasts • Coptic Christmas · Coptic Easter

Spring holiday • Sham El Nessim

National holidays • 25 January Revolution and Police Day · Sinai Liberation Day · Labour Day · 30 June Revolution · 23 July Revolution · Armed Forces Day (October Victory)

End of year • The Christmas and New Year period

We list these by name and not by date on purpose. Their Gregorian dates move every year — Islamic feasts are confirmed by moon sighting, the Coptic and spring feasts follow their own calendar, and Egypt sometimes moves an official holiday to a neighbouring working day so that it joins a weekend.

The dates that apply to your booking are stated in your quotation, in writing, before you pay — including the exact holiday block used by your hotel or vessel, which is usually a few days wider than the holiday itself. As everywhere else in these terms, it is your check-in date that has to fall inside that block for the booking to be peak.

5.8 Where a hotel or vessel defines its own peak or holiday dates differently from ours, that property's dates govern bookings at that property, and they are stated in your quotation.

5.9 We must tell you first. We state in your quotation, before you pay anything, that your dates are peak and that your booking is non-refundable. If we did not tell you in writing before you paid, we will not apply this section to your booking.

5.10 If you are not able to commit to dates that cannot be cancelled, tell us before you pay and we will look for dates outside the peak windows.

Two worked examples

Example 1 — a hotel stay in a normal period.

You book a double room in Hurghada for 3 nights, checking in on 20 September. You book and pay your 50% deposit on 1 August.

• Check-in is 20 September, which is outside the hotel peak window (1 July – 31 August), so this is a normal-period booking. The August booking date makes no difference.

• You cancel in writing on 25 August — that is more than 21 days before check-in, so 10% of the total is deducted and the rest is refunded.

• Had you cancelled on 5 September (7–21 days before check-in), one night would be charged.

• Had you cancelled on 17 September (less than 7 days before check-in), the full amount would be charged.

Example 2 — a Nile cruise in a peak period.

You book a cruise sailing on 12 October, and pay your 50% deposit on 20 May.

• The cruise peak window is 1 September – end of February. The sailing date of 12 October falls inside it, so this is a peak booking — even though you booked and paid five months earlier.

• You cannot cancel it and you cannot change it. Whatever you have paid is not refunded, whether you cancel in June or in October.

• We tell you this in writing in your quotation, before you pay (clause 5.9). If you need a cancellable cruise, ask us for a sailing date between 1 March and 31 August before you pay.

6. Amendments (changes to a confirmed booking)

6.1 Send every change request in writing. No change is agreed until we have confirmed it back to you in writing, because we have to obtain the property's or vessel's agreement first. Every deadline in this section is counted backwards from your check-in date, as set out in clause 4.1 — not from the date you booked.

6.2 The rate difference is always payable. If your new dates, room or occupancy cost more, you pay the difference. If they cost less, the difference is not refunded.

6.3 One amendment is free of any charge from us. After that, any further change is treated as a cancellation and a new booking, under whichever regime applies.

6.4 An amendment requested inside the cancellation window is a cancellation. In normal periods:

When you ask to change • What happens

More than 21 days before arrival • One free amendment, plus any rate difference

Between 7 and 21 days before arrival • Treated as a cancellation under section 4 (one night charged; full amount for a cruise), then rebooked at today's price and availability

Less than 7 days before arrival • No refund at all. The outcome is the same as cancelling

The last row is deliberate: changing a booking three days before arrival and cancelling it three days before arrival cost the same, so there is no cheaper route around the cancellation terms.

6.5 No amendments are accepted in peak periods (section 5).

6.6 Nile cruises: any amendment after the cabin release date is treated as a cancellation, for the reason given in section 7.

6.7 Name changes.

• Beach hotels and packages: free up to 7 days before arrival. Inside 7 days, the property's own term applies and no refund arises.

• Nile cruises: possible up to 14 days before sailing, because the passenger manifest is filed with the authorities. After that it is treated as a cancellation.

6.8 Reducing the number of travellers is a partial cancellation under section 4, and the room or cabin is repriced on the new occupancy. Note that this usually raises the price per person — three people in a triple room becoming two people in a double is a higher per-person rate.

6.9 Adding travellers or changing room type is subject to availability at the current price, with no amendment charge from us.

6.10 Some hotels and vessel owners charge us a fee for an amendment. Where they do, we tell you the amount in your quotation and pass it on at cost, with nothing added.

6.11 An amendment request is not a guarantee.

Any amendment depends on the hotel, the transfer or the service being available at the time you ask, which is outside our control.

If part of a requested amendment cannot be arranged, your original confirmed booking stands in full and no compensation is due for the part that was unavailable — because that part was never part of the confirmed booking.

Worked example: a client books 4 nights with transfers and the booking is confirmed. Before the return date the client asks to add a night and change the transfer time. The hotel can provide the extra night; the transfer is not available at the new time. The original booking was delivered in full, the extra night was provided, and no compensation is due for the transfer change that could not be arranged.

7. Nile cruises

7.1 Why cruise terms are stricter, in plain words. A Nile cruise vessel sails on a fixed date that does not move. Once it has sailed, the cabin cannot be sold to anyone else — unlike a hotel room, which the hotel can still let. That is the whole reason for the difference below.

7.2 The full amount is charged, not one night, if a cruise booking is cancelled between 7 and 21 days before sailing.

7.3 More than 21 days before sailing, 10% is deducted as for hotels, unless the vessel's own terms say otherwise. Less than 7 days before sailing, the full amount is charged.

7.4 Nile cruises are in peak period from 1 September to the end of February. For a cruise, the check-in date is the sailing date, and that is the date that decides: a cruise sailing on 28 February is a peak booking, and a cruise sailing on 2 March is not — regardless of when either was booked or paid for. In the peak window there is no cancellation, no amendment and no refund — section 5 applies in full.

7.5 Sailing dates are fixed. Each vessel sails on a fixed day of the week. A sailing cannot be deferred or rearranged for an individual booking.

7.6 Vessel substitution. We may move your booking to a different vessel of the same or a higher category, and we tell you in writing as soon as we know. If the only vessel available is of a lower category, you choose: accept it and receive a refund of the price difference, or cancel with a full refund and no deduction.

7.7 Itinerary changes. The itinerary or the order of visits may change because of the Nile water level, lock traffic or instructions from the authorities. In that case an equivalent alternative visit is provided. No cash compensation is payable for a change of this kind.

7.8 Joining the vessel late. If you miss the vessel at the embarkation port, you reach the next port at your own cost. Nothing is refunded for missed nights or missed visits.

7.9 Gratuities and optional excursions are not included in the cruise price and are paid locally. Optional excursions include Abu Simbel, the hot-air balloon and the tomb of Tutankhamun.

7.10 What a cruise price includes. Unless your booking confirmation says otherwise, a Nile cruise price includes:

• reception and departure transfers at the railway station — you are met on arrival and taken back for your departure;

• the entrance fees for the monuments and sites listed in your programme;

• the guiding fees for the visits listed in your programme.

"Listed in your programme" is the limit of it. The programme attached to your quotation names the sites you visit and the guided visits included. A site that is not named in your programme is not included, and neither is guiding for it. Optional excursions remain optional and are paid locally — see 7.9.

If you booked accommodation only, none of the above is included. We do sell cruise accommodation on its own, and some customers prefer to arrange their own visits. Your booking confirmation is what decides what is included in your booking, and it prevails over this clause. Read the inclusions list on your confirmation: where it says accommodation only, the station transfers, the entrance fees and the guiding are not included, and you arrange and pay for them yourself.

8. No-show, late arrival and early departure

8.1 No-show. If you do not arrive and have not told us, 100% of the booking value is charged and nothing is refunded for unused nights.

8.2 Cruise no-show. 100% is charged. The vessel sails on schedule and cannot wait.

8.3 Missing the coach. If you miss the coach departure on a package that includes transfers, the transfer seat is forfeited with no refund. Your accommodation booking stands, and you travel to the hotel at your own cost.

8.4 Early departure. If you leave before the end of your stay, nothing is refunded for the unused nights, or for a return transfer you did not use.

Worked example: a client books 4 nights, the booking is confirmed and paid. During the stay the client asks to reduce the stay to 3 nights and leave early. Nothing is refunded for the unused night — the four nights are already booked and paid to the hotel, and the hotel does not return their value.

8.5 Late arrival with notice. If you tell us in writing before your arrival date that you will arrive late, the room is held until the end of the first day. Without that notice, the hotel may release the room.

8.6 Check-in and check-out times. These are the standard times. They are set by the hotel or the vessel, and you are asked to keep to them.

Check-in / boarding • Check-out / vacate

Hotels • 2:00 PM – 3:00 PM • 12:00 noon

Nile cruises • 10:00 AM – 11:00 AM • 8:00 AM

Early check-in and late check-out are not included in any price and are never guaranteed. They depend on availability on the day and on the property's own rules, and the property may charge for them. Ask us and we will request it, but a request is not a booking. If your property publishes different times, those times apply and we state them in your quotation.

Note the cruise times in particular: you board late morning and you vacate your cabin at 8:00 AM on the last day, because the vessel has to be prepared for the next sailing.

8.7 If you are late for a departure. If you miss the departure of a vessel, a flight, a coach or any similar service — for whatever reason — you have no right to require us to rebook it and no right to a refund of its value. See also 7.8 for missing a Nile cruise at the embarkation port, and 8.3 for missing the coach on a package.

8.8 Coach seating is allocated by the transport company. On booked transport, seat assignments are arranged by the transport company, not by us. We pass on seating requests as notes under clause 2.9, and they are not guaranteed.

8.9 Return seating on longer stays. On stays of more than 3 nights, the seating on the return journey may be adjusted. You may not be in the same seat, or with the same group, on the way back.

8.10 You are told the coach departure time by telephone. Our representative telephones you with the bus departure time the day before arrival. Keep the phone number you gave us switched on and reachable from the day before travel. If we cannot reach you and you miss the departure, clause 8.3 applies.

9. Rates — what the price is per

This section exists because it is the most common misunderstanding. Hotel rates and package rates are quoted on different bases.

⚠ Read this before you compare two prices

| | Priced per | Transfers |

|---|---|---|

| Hotel room rates | Per room, per night — single, double or triple | NOT included. No transport of any kind is in a room rate |

| Package prices | Per person, for the whole programme | Included — the return coach transfer from Cairo |

A published room rate is accommodation only. It does not include transport to the hotel, transport back, airport pick-up, or any other transfer. If you need transport, ask us and we will quote it separately, in writing, before you pay.

9.1 Hotel-only accommodation (Hurghada, Sharm El Sheikh, Ain Sokhna and similar) is priced per room, per night, by room type — single, double or triple — and does not include transfers. Every charge, including cancellation charges, is calculated on the room value multiplied by the number of nights.

9.2 Special packages (3 nights / 4 days, 4 nights / 5 days) are priced per person for the whole programme, and do include the return coach transfer from Cairo. Every charge is calculated on the per-person programme value — never per night.

9.3 Ain Sokhna and Dahab are currently sold per room per night without transfers. Clause 9.1 applies to them, not 9.2.

9.4 Nile cruises are per person in a double cabin for the whole programme, on a named vessel with a fixed sailing date.

9.5 Fewer people in a room or cabin means a higher price per person. Single occupancy always costs more than half of a double.

9.6 Prices are in Egyptian Pounds unless your quotation states another currency.

9.7 A price becomes binding only at confirmation and payment of the deposit (clause 2.1).

9.8 Children. Ages are counted on the travel date, not the booking date. Where the hotel publishes its own child policy in the rate table, that policy applies. Where it does not, the following applies:

Age • Charge

0 – 1.99 (infant) • Free, without a separate bed and without a separate coach seat

2 – 5.99 • Free in the room when sharing with two adults without an extra bed; 50% of the coach seat is charged

6 – 11.99 • 50% of the per-person double rate, maximum one child per room

12 and over • Charged as an adult

Nile cruise, under 3 • Free without a separate bed

Bring a passport or birth certificate. If a child's real age differs from the age declared, the difference is collected at the property at the rate applying on the day.

9.9 How long a quoted price holds. Every quotation states the date it is valid until. Until you have confirmed and paid, the price is not held for you (clauses 2.1 and 2.5). Once a quotation has expired we requote at the price and the availability of that day.

9.10 What can move a price before you confirm. Between our quoting and your confirming, a price can change because the hotel or vessel has changed its rate, because the room or cabin type we quoted is no longer available, or — where your price is in a foreign currency — because the exchange rate has moved. We tell you before you pay, and you are free not to proceed. Once your booking is confirmed and the deposit is paid, the price of your booking is fixed and we do not add a surcharge to it.

9.11 Taxes and service charges. The prices we quote you include the Egyptian taxes and service charges that apply to your booking, unless your quotation says otherwise. Where a property collects something directly from you at check-in — a local fee, a deposit against extras, or a charge for something you use while you are there — we state it in your quotation before you pay, so that it is not a surprise at reception.

10. What is and is not included

10.1 Your quotation is the list. Every quotation sets out, in full, what is included in the price and what is not. That list governs your booking.

10.2 If it is not listed as included, it is not included.

10.3 Unless your quotation says otherwise, the price does not include: air tickets, visas, travel insurance, gratuities, optional excursions, meals and drinks outside the stated board basis, and any personal expenses.

10.4 Travel insurance is not included and we strongly recommend it, particularly in periods of flight disruption. It is the only thing that covers you for the situations in which these terms do not give you a refund.

10.5 Anything you take at the hotel or on board that is outside your booking is settled by you directly with the property.

11. Refunds

11.1 Where a refund is due, it is paid within 30 working days. A working day is Saturday to Thursday; Friday and official public holidays do not count (clause 1.7). In calendar terms that is about five weeks, and we would rather tell you that now than have you counting 30 days on a calendar.

11.2 The 30 working days run from the date the hotel or vessel confirms its own charge to us in writing — we cannot calculate your refund before we know what the property is deducting. We tell you that date.

11.3 Refunds are paid by the same route the money reached us, to the person who paid.

11.4 We give you the calculation in writing: the amount you paid, the amount deducted, the reason for the deduction, and the amount being returned.

11.5 Sums that are non-refundable under section 5 are not refunded, and no time limit in this section changes that.

12. Force majeure

12.1 Force majeure means any circumstance outside the control of both you and us that makes performing the booking impossible or unsafe — including war and security disruption, closure of airspace or suspension of flights, orders of the authorities, extreme weather, epidemics, closure of monuments and interruption of river navigation.

12.2 Force majeure is not a cancellation by you and not a cancellation by us. The cancellation charges in section 4 do not apply to it.

12.3 In a force majeure situation we offer you, at your choice:

• deferral of the booking, with no charge from us, to an available date within 12 months; or

• a credit note for the full value, valid for 12 months and transferable within your family.

12.4 Cash refunds in force majeure are paid to the extent that we actually recover the money from the hotel or the vessel owner. What we recover is passed to you without any further deduction by us, and we show you what was recovered.

12.5 We are not responsible for costs outside the booking itself — including air tickets, visas, accommodation outside the programme, and indirect or consequential losses.

12.6 This is the clearest reason to hold travel insurance. See 10.4.

If your hotel cannot take you, we find you a comparable one

12.7 Our undertaking. If circumstances outside our control arise, or the hotel cannot provide the rooms that were booked, we undertake to provide you with a comparable hotel at no additional cost to you. This is a commitment about our own performance. It is not conditional on what we recover from the hotel or from anyone else, and we do not wait for that recovery before arranging your alternative. For Nile cruise vessels, clause 7.6 applies instead.

12.8 What "comparable" means. A comparable hotel is one that is:

• of the same official star rating or higher — the Egyptian national classification, as explained in clause 21.3;

• on the same board basis — room only, bed and breakfast, half board, full board or all-inclusive; and

• in the same city.

We tell you in writing what is being offered and how it compares, before you are asked to accept it.

12.9 If the comparable hotel costs more, that is our cost. Where the only comparable hotel available costs more than the one you booked, we pay the difference. You are not asked for any additional payment, and we do not reduce anything else in your booking to cover it.

12.10 If you would rather not accept the alternative.

• Where the reason is that the hotel cannot provide the rooms — or any other failure in our own supply chain — and you do not wish to accept a comparable hotel, everything you have paid is refunded in full, with no cancellation charge. The cancellation table in clause 4.4 does not apply, because the change was not of your making.

• Where the reason is force majeure as defined in 12.1, the choices in 12.3 apply and cash is refunded under 12.4.

Refunds under this clause are paid under section 11.

12.11 This is your entire remedy.

The two options in clause 12.10 — accepting a comparable hotel, or a full refund of what you paid — are your entire and final remedy where the hotel cannot accommodate you. No further claim is accepted for damages, loss of enjoyment, spoiled holiday or anything similar.

In all cases, Grand Tours' total financial liability, on any basis, does not exceed the total amount you paid to Grand Tours for the booking in dispute.

This does not affect our responsibility for our own failures under clause 14.2 — booking something other than what you asked for, sending your booking late, or giving you incorrect information before you paid — but any such liability remains subject to the cap above.

13. Complaints and contact

13.1 Tell us while you are still there. Most problems — the wrong room, a missing transfer, a service failure — can be fixed on the spot and cannot be fixed afterwards. Raise it with the hotel or the vessel first, and if it is not resolved, telephone us the same day on the number below. The phone is answered at any hour — see 13.3 and 13.4(a).

13.2 If a complaint is not resolved during your stay, send it to us in writing at the email below with your booking reference. We acknowledge every written complaint within one working day, and give you a substantive reply within 3 working days — that is Saturday to Thursday, so a complaint sent on a Wednesday is answered by the following Monday (clause 1.7).

13.3 How to reach us, and which channel to use. Our channels do not all work the same way. Pick the right one and you will be dealt with far faster.

Channel • Use it for • When it is answered

Phone call — +20 107 000 4600 • Anything urgent, and anything at all while you are travelling • Any time, any day. This is our owner's own mobile and he answers calls personally. Please read 13.4(a) first — you must say your name and what you need

WhatsApp and text messages — same number • Questions, prices, sending documents, anything not urgent • At any hour, but the first reply is from an automated assistant. A member of the team follows it up in office hours

Email — booking@itripegypt.com • Bookings, written complaints, anything you want a record of • Office hours only. Email is read when we are at the office. Do not use email for anything urgent

Office hours • Saturday to Thursday, 1:00 PM – 10:00 PM (Cairo time). Closed on Fridays.

Office address • El Serag City Mall, Nasr City, Cairo 11471

One number, one address. We publish a single telephone number and a single email address, both shown in the table above. Written cancellations go to booking@itripegypt.com (clause 4.2). For anything urgent while you are travelling, telephone — do not email.

13.4 Three things to know before you call or write.

(a) When you call, say your name and why you are calling — then the call goes through. The line asks every caller to identify themselves before it rings. Say your name and what you need, and you will be put through. This is there to keep marketing and nuisance calls out, not to keep customers out. If you say nothing, the call will not connect, and the number will look dead when it is not. This is the most useful thing on this page if you ever need us in a hurry — the phone is answered by a person, at any hour of any day, including Fridays.

(b) The first reply to a message is written by an automated assistant. When you message us on WhatsApp, an AI assistant answers first, at any hour. It can deal with straightforward questions immediately; a member of our team picks up anything it cannot. We tell you this so that you know when you are talking to a machine. If you would rather deal with a person straight away, call instead of messaging.

(c) Email is an office-hours channel, and messages have no guaranteed out-of-hours reply. Email is only seen when someone is at the office, so an email sent at midnight is read the next working day. There is no guaranteed response time outside office hours for email or for messages. If you are travelling and something has gone wrong — a transfer that has not arrived, a hotel refusing to check you in, a problem at the vessel — telephone us. Do not email and wait.

We are not an emergency service. For a medical emergency, a fire, a crime or an accident, contact the Egyptian emergency services and the hotel or vessel reception first. Tell us afterwards.

13.5 We answer in Arabic and in English.

13.6 A note on fraud. We will never ask you to transfer money to an individual's personal account, and we do not send card payment links. If you receive a message that appears to come from us asking for either, contact us on the published number above before doing anything.

14. Our role, and what we are responsible for

14.1 We are an intermediary between you and the property. We arrange and book tourism services for you — hotel accommodation, Nile cruises, packages and transfers. Those services are provided by the hotels and the vessels themselves, and we are not the owner or the operator of the hotels, the vessels or the facilities in them. We do not run them, we do not employ their staff, and we do not control how they operate day to day. We book them for you, on your instructions.

14.2 What that means in practice. The property is responsible for the standard and the delivery of its own services — the hotel or vessel itself, the rooms and cabins, the food and drink, the staff, the facilities and the service you receive there. Those services are booked at your request and on the information given to you before you booked (14.4).

What we are responsible for is our own performance, and we take that seriously: booking what you actually asked for, passing your booking to the property correctly and on time, handling your money properly, telling you accurately and in writing what you are buying before you pay, and everything else these terms commit us to. Being an intermediary limits what we are responsible for. It does not reduce how responsible we are for our own part.

14.3 This section does not take away anything we have promised you. Section 13 applies in full: raise a problem with the property first, because most things can only be fixed on the spot, and if it is not resolved tell us — we will deal with your complaint under section 13 and take it up with the property on your behalf. Nothing in this section 14 cuts down section 13, section 12 — including our undertaking in clause 12.7 to find you a comparable hotel at no additional cost — the refund terms, or clause 4.10. Where these terms give you a right, you keep it.

14.4 We tell you what you are booking, before you book. Before you pay anything we give you the information about the service you are choosing — the standard of the hotel or vessel, its location, its position relative to the sea or the mooring, the distances between the airport and the property, and the property's own website. Ask us about anything you are unsure of before you pay, and we will answer in writing.

14.5 By confirming your booking you confirm that you had that information and were satisfied with it. This works only one way round: it applies to information we actually gave you before you paid, in line with clause 1.4. Receiving a voucher or a confirmation after payment does not, by itself, mean you accepted anything.

14.6 Choosing the property is the client's own decision. We give you the information in 14.4 and we answer any question you ask in writing, but which hotel or vessel to book is your choice. This does not cut down 14.2, 14.3 or 14.4: we remain responsible for giving you accurate information before you pay, and for booking what you actually asked for.

14.7 Choosing the hotel, and knowing its rules, is your responsibility.

Before paying, you are responsible for informing yourself about the hotel or vessel you have chosen — its location, its distance from the beach or mooring, its standard of service, its house rules, and its policies on children, age limits, dress, drinks and facility opening hours, together with any other restriction the property imposes.

Choosing the property is your decision alone, and Grand Tours is not responsible for the hotel failing to match your expectations, taste or requirements, provided the information you were given before you paid was correct (clause 14.4).

Dissatisfaction with the hotel after arrival is not a ground for cancellation, amendment or refund, and clause 4.4 or section 5 applies as the case may be.

Grand Tours remains responsible for the accuracy of the information it gave you in writing before you paid — if the information your choice was based on was wrong on our side, that is not a poor choice by you.

Worked example: a client chooses a hotel after reviewing its information, then finds on arrival that the beach is further away, or the pool smaller, than expected. No cancellation, amendment or refund is due — the information was available before payment and nothing incorrect was given.

15. Air tickets, visas and travel outside Egypt

This section applies only where you buy one of these services from us. The cancellation table in section 4 does not apply to any of them — these products are governed by the airline, the visa authority or the outbound supplier, and we cannot give you terms better than the ones we are given.

15.1 Air tickets. Air tickets are subject to the airline's rules and fare conditions. Whether a ticket can be refunded, rebooked or cancelled — and on what terms — depends on the type of ticket you bought (refundable or non-refundable). A service charge may apply to a refund, a rebooking or a cancellation. We tell you the ticket type and its conditions in writing before you pay.

15.2 Visa services. Visa processing fees are non-refundable once the application has been submitted, whether or not the visa is granted. The decision on a visa is made by the authority concerned and not by us, and we do not guarantee any outcome.

15.3 Travel outside Egypt — outbound packages and trips. An outbound travel package or trip is non-refundable once we have paid it to our suppliers — the hotel, the transfer company, the trip operator or the airline. Before you pay, we tell you in writing when payment to the supplier will be made, because that is the point after which your money can no longer be recovered.

15.4 Air tickets, visas and travel insurance are not included in the price of a hotel, package or Nile cruise booking (clause 10.3). This section applies where you buy them from us as a separate service.

15.5 Where money is recovered on one of these bookings, it is refunded to you under section 11.

16. Passports, visas and entry to Egypt

16.1 Your travel documents are your responsibility. You are responsible for holding a valid passport or national ID, any visa or permit you need, and anything else the authorities require for your journey — for every traveller on the booking, including children.

16.2 What we can do, and what we cannot. We will tell you what we understand the requirements to be, and where you buy a visa service from us we handle the application (clause 15.2). But entry and exit rules are set by the authorities, they change without notice, and they differ by nationality, by country of residence and sometimes by the port you arrive at. We cannot guarantee that you will be allowed to enter or to leave, and we do not check your documents for you. Check with the Egyptian authorities or with your own embassy before you travel, and check again close to your departure date.

16.3 Passport validity. Many countries, Egypt included, require a passport to remain valid for a period beyond your travel dates, and some require blank pages. Check your own passport against the rule that applies to your nationality well before you travel, not at the airport.

16.4 If you are refused. If you are refused a visa, refused boarding, or refused entry or exit by any authority, that is not a cancellation by us and it is not force majeure. Your booking is treated as a no-show under section 8, and section 4 or section 5 applies to what you have paid. Any cost of being turned back is yours.

16.5 The names on your booking must match the document that will actually be presented — see clause 2.7. A mismatch can cost you the booking.

16.6 Documents at the hotel or on board are a separate matter, dealt with in clause 2.8: passport or national ID for every traveller, birth certificates for children, and a marriage certificate for a couple sharing a room.

17. Travel insurance

17.1 Travel insurance is not included in any price we quote, and we strongly recommend that every traveller has it. Holding it is not a condition of booking with us.

17.2 Why it matters here. These terms tell you plainly where you get money back and where you do not. Insurance is the only thing that covers you in most of the places where you do not — cancelling for personal reasons, a peak-period booking under section 5, a no-show under section 8, illness during your trip, and the costs outside the booking itself that we do not cover in force majeure (clause 12.5).

17.3 What a policy should cover. At a minimum, look for: medical treatment and hospital costs in Egypt; emergency transport and repatriation; cancellation and cutting your trip short; missed departures and delays; baggage, money and documents; personal liability — and the activities you actually intend to do. Many ordinary policies exclude or limit diving, quad biking, ballooning, horse and camel riding and boat excursions, all of which are commonly sold in Egypt.

17.4 Existing medical conditions. Tell your insurer about any condition you already have. An undeclared condition is the most common reason a travel claim is refused.

17.5 We are not an insurer and we do not advise on policies. If you buy a policy through us, the contract is between you and the insurer, and the insurer's own wording decides what is covered — not this page. Read it before you rely on it.

17.6 Carry your policy number and your insurer's emergency number with you, and leave a copy with someone at home.

18. Health, fitness and accessibility

18.1 Tell us at the time of booking, in writing and for each traveller concerned, about anything that affects the booking or the traveller's ability to take part — a disability, reduced mobility, a medical condition, a recent operation, pregnancy, a serious allergy, or a dietary requirement that is medical rather than a preference.

18.2 We ask so that we can check, not so that we can refuse. Some properties, vessels and excursions genuinely cannot meet a particular need, and it is far better to find that out before you pay than at the gangway.

18.3 Some of what we sell is physically demanding. Depending on your programme that can include: boarding a Nile cruise vessel by gangway and moving between decks by stairs; transferring to or from a vessel by small boat; walking on uneven ground and steep steps at archaeological sites; going down into tombs that are hot, narrow and unventilated; long coach journeys; and optional activities such as ballooning, diving, snorkelling and camel or horse riding. Heat is a real factor in Egypt for much of the year.

18.4 Accessible facilities are limited, and must be confirmed rather than assumed. Lifts, ramps, accessible rooms and accessible bathrooms are not standard in every Egyptian hotel, and are uncommon on Nile cruise vessels. We can only tell you what the property confirms to us in writing. If accessibility is essential, tell us before you pay and we will ask for written confirmation. If it is not confirmed in writing, treat it as not available (clause 2.9).

18.5 Special assistance must be requested at booking. Wheelchair assistance, a ground-floor or lift-accessible room, an adapted transfer vehicle, oxygen, or refrigerated storage for medication are all requests to the property or the transport company, and they are only in place once we have confirmed them back to you in writing.

18.6 Where a need was not disclosed. If a property, vessel, transport company or excursion operator declines to accommodate or carry a traveller because a condition was not disclosed to us, or because it cannot be met safely, that is treated as a no-show under section 8 and section 4 or section 5 applies to what you have paid. This does not apply where you told us and we confirmed it.

18.7 Medical care in Egypt is at your own cost, and hospitals commonly require payment or an insurer's guarantee before they treat. See section 17.

18.8 We are not medically qualified. Nothing we tell you is medical advice. For vaccinations, medication and fitness to travel, ask a doctor.

19. Behaviour, damage and your belongings

19.1 A hotel, vessel or transport company may refuse to accommodate or carry you, or may remove you, where behaviour endangers anyone or is likely to, causes serious disturbance or offence to other guests or to staff, damages property, or breaks the property's own rules (clause 2.10) or Egyptian law.

19.2 If that happens, the booking ends there. Nothing is refunded for the rest of the stay or the voyage, we have no obligation to arrange or pay for alternative accommodation or travel home, and the cost of getting yourself home is yours. This applies whether or not we agree with the decision — it is the property's to make, not ours.

19.3 You pay for damage you cause. You are responsible for loss or damage caused by you or by anyone on your booking to the hotel, the vessel, the vehicle, or anyone else's property. Properties normally require this to be settled on the spot before you leave. If a claim reaches us afterwards we pass it on to you at cost, with the property's evidence.

19.4 The person who made the booking is responsible for the whole party — see clause 2.6.

19.5 Local law and custom. Egypt has its own laws and social norms, and some things that are lawful elsewhere are not lawful here. Properties and the authorities enforce them. This matters particularly at religious sites and in some public places.

19.6 Your belongings are yours to look after. We are not responsible for loss, theft or damage to money, passports, jewellery, phones, cameras or anything else you bring with you. Use the room or cabin safe where one is provided, and do not leave valuables in coaches, on beaches or at the poolside.

19.7 If something is lost or stolen, report it to the hotel or vessel reception immediately and ask for a written report, and report it to the tourism police. You will need that written report to claim on your insurance, and it usually cannot be obtained once you have gone home. Tell us as well and we will help you deal with the property.

20. Optional excursions and anything you buy locally

20.1 Anything you buy after you arrive, directly from someone other than us, is a contract between you and that provider — not with us. That includes excursions sold at a hotel desk or on board a vessel, trips arranged with a guide or a driver, boat trips, diving, quad and buggy hire, camel and horse rides, spa treatments, and anything else you pay for locally.

20.2 We do not sell those, take payment for them, or check them. We have not inspected the operator, its equipment, its insurance or its safety record, and we are not responsible for them or for what happens on them.

20.3 Before you book one, ask the provider for its own terms, and check that your travel insurance covers the activity (clause 17.3).

20.4 Excursions we sell you in writing are different. Where an excursion is named in your quotation and your booking confirmation, it is part of your booking and these terms apply to it in the normal way.

20.5 Cruise optional excursions — Abu Simbel, the hot-air balloon, the tomb of Tutankhamun and similar — are dealt with in clause 7.9. They are not in the cruise price and are paid locally.

20.6 If something you bought locally goes wrong, take it up with that provider first, and tell us as well. We are not responsible for it, but we deal with these properties constantly and we will help where we can.

21. What our website and rate sheets show

21.1 Descriptions and photographs come from the hotels and vessels themselves. Room and cabin descriptions, photographs, facility lists, star ratings, maps and distances are supplied to us by the property or its owner. We publish them in good faith. We do not photograph or inspect every property ourselves, and we cannot verify every detail.

21.2 Facilities change, and they change with the season. Pools, beaches, restaurants, à la carte dining, bars, spas, kids' clubs, water sports and entertainment may be closed or reduced out of season, closed for maintenance or refurbishment, restricted when the property is quiet, or affected by the weather. A property can change or withdraw a facility without telling us.

21.3 Star ratings are Egyptian national classifications. They are not directly comparable with ratings given in other countries, and they describe a property's facilities rather than the standard of its service.

21.4 What governs your booking is your quotation and your booking confirmation, not the website (clause 10.1). If something you have seen on our site or in a rate sheet matters to you, tell us before you pay and we will ask the property to confirm it in writing (clause 2.9).

21.5 Errors. We correct mistakes in prices and descriptions as soon as we find them. Where an obvious error affects a booking that is not yet confirmed, clause 2.1 applies. Where it affects a booking we have already confirmed, we tell you at once, and you may either accept the corrected booking or cancel it with a full refund and no deduction.

21.6 If we learn of a significant change before you travel — a refurbishment, a closed pool, a change of vessel — we tell you in writing as soon as we know. Vessel substitution is dealt with in clause 7.6, and hotel substitution in clause 12.7.

22. Your personal information

22.1 Who is responsible for your data. Grand Tours, at the addresses at the top of this page, is the controller of the personal data you give us. This section is our privacy notice, and it is written to Law No. 151 of 2020 on the Protection of Personal Data.

22.2 What we collect. Names as they appear on your travel document; passport or national ID number, nationality and date of birth; a copy of the document where a property, a vessel or an authority requires one; your address, telephone number and email; the details of everyone on your booking, including children; anything you tell us under section 18 about health, mobility, allergies or diet; your payment and bank transfer details; your booking history; and our correspondence with you, including WhatsApp and email messages.

22.3 Why we collect it, and on what basis.

What for • Basis

Making and running your booking, and passing it to the hotel, vessel or transport company • Performing the contract you asked us to make

Passenger manifests, registration cards and any list an authority requires • A legal obligation on us and on the property

Payments, invoices, receipts and our accounting records • A legal obligation on us

Answering your questions and dealing with a complaint • Performing the contract, and running our business properly

Sending you offers and news • Only if you have agreed — and you can stop it at any time

22.4 Who we share it with. Only those who need it for your booking: the hotel; the Nile cruise vessel and its owner; transport and coach companies; guides, where guiding is included; airlines, where we issue a ticket; visa and immigration authorities, where we handle a visa; the authorities who require passenger manifests; our bank and payment providers; and our accountants or lawyers where a matter requires it. We do not sell your data, and we do not give it to anyone for their own marketing.

22.5 Outside Egypt. Most of your data stays in Egypt. Where your booking involves travel outside Egypt or a foreign supplier (section 15), we pass on only what that supplier needs, and only for that booking.

22.6 Sensitive data. Health information, financial information and all information relating to children are treated as sensitive under Law 151/2020. We ask for them only where a booking genuinely needs them, we tell you why, and we do not keep them longer than the booking requires.

22.7 How long we keep it. For as long as your booking needs it, and after that for the period Egyptian tax and commercial law requires us to keep our records. When that period ends, it is deleted or kept in a form that no longer identifies you.

22.8 Your rights. Under Law 151/2020 you may ask us to:

• tell you what data we hold about you, and give you a copy of it;

• correct, update or complete anything that is wrong;

• delete data we no longer need;

• limit our use of it to the purpose you gave it for;

• object to a particular use of it; and

• withdraw a consent you gave us — for marketing, for example — at any time.

Ask us in writing at the email address in section 13, and we will answer you. Withdrawing a consent does not affect anything we did before you withdrew it, and it does not undo a booking: we still have to keep the records that the booking and the law require.

22.9 If your data is lost or exposed, we will tell you, and we will tell the Personal Data Protection Centre, within the times the law requires.

22.10 Photographs, reviews and marketing. We do not publish your photograph, your name or your review in our marketing unless you have given us permission. If you send us photographs or a review and you are content for us to use them, tell us so in writing — and you may withdraw that permission at any time, after which we stop using them. If we ever photograph a group departure or an event, we will say so at the time and you can ask not to be included.

22.11 Messages you send us. The first reply to a WhatsApp or text message is written by an automated assistant (clause 13.4(b)). Your message is processed so that we can answer it, and it is kept with your booking record.

22.12 A complaint about your data comes to us first, at the email address in section 13. If you are not satisfied with our answer, you may take it to the Personal Data Protection Centre, the authority established under Law 151/2020.

23. Taking a complaint further

23.1 Start with section 13. Raise it during your stay, then put it in writing. We acknowledge a written complaint within one working day and give you a substantive reply within 3 working days.

23.2 If our reply does not resolve it, say so in writing and ask us to escalate it. It then goes to the responsible manager named at the top of this page, who reviews it and replies to you in writing. Tell us what outcome you are asking for — it is the single thing that most speeds up a complaint.

23.3 Complain while the evidence still exists. Write to us as soon as you can after you get home, and keep your booking reference, your correspondence, your photographs, and any written report from the hotel, the vessel or the tourism police. A complaint made many months later is far harder for anyone to resolve, because the property's own records and its staff will have moved on.

23.4 If we still cannot resolve it between us, you can take it further. Nothing on this page prevents you from doing so, at any time:

Where • What they do

Consumer Protection Agency (جهاز حماية المستهلك) — hotline 19588, or cpa.gov.eg • The authority under Consumer Protection Law No. 181 of 2018. It receives and investigates consumer complaints, and it can issue binding decisions

Ministry of Tourism and Antiquities — hotline 19654 • The ministry that licenses us. It receives complaints about licensed tourism companies and about hotels

The Egyptian courts • Egyptian law governs these terms (clause 1.6)

23.5 Your rights under Egyptian law stand whatever this page says. Nothing in these terms takes away a right that the Consumer Protection Law gives you, and any term that tried to would have no effect.

24. General

24.1 The whole agreement. Your contract with us is made up of your quotation, your booking confirmation and these terms, together with any hotel or vessel term we gave you in writing before you paid (clauses 1.2, 1.3 and 1.4). Nothing said in conversation adds to it or takes away from it — if something matters, ask for it in writing and we will put it in writing.

24.2 If one clause fails, the rest stand. If any part of these terms turns out to be unenforceable, it is treated as removed and everything else continues to apply.

24.3 Not enforcing a term does not give it up. If we do not insist on something once, or we allow you extra time, that does not stop us relying on that term later, or with anyone else.

24.4 You cannot transfer your booking to someone else, except by a name change under clause 6.7.

24.5 Which language prevails. These terms are published in Arabic and in English and the two versions say the same thing. If the wording is ever disputed, the Arabic version is the operative one (clause 1.5).

24.6 Which law applies. Egyptian law (clause 1.6).

24.7 How we contact you. We use the email address, telephone number and WhatsApp number you gave us when you booked. Keep them current and reachable — clause 8.10 depends on it, and so does anything urgent before you travel.

24.8 Our registration details, and how to get them. We are registered in Egypt as a simple limited partnership. Our commercial register number and our tax registration number are given to you in writing in your quotation, before you are asked to pay anything (clause 2.2), and they appear on every invoice, receipt and booking confirmation we issue. If you want them at any other time — before you book, or after you have travelled — ask us and we will give them to you. We do not treat them as confidential.