Refund & Cancellation Policy

Please note: this document is provided for transparency and is not legal advice. It uses placeholders where final business details are still to be confirmed. Solara Hurghada should have these terms reviewed by a qualified legal professional, and tailored to its final operations, before publication.

This policy applies to all experiences arranged through Solara Hurghada, including Orange Bay and boat tours, private yacht charters, desert safaris, snorkelling and diving trips, Luxor, Cairo and Nile excursions, airport transfers, wellness and massage sessions, and private concierge bookings. It applies regardless of how your booking was made, whether by WhatsApp, the website contact form, a direct booking request or, in future, an online payment system.

1. Booking confirmation

When you send a request, you are asking us to arrange an experience for you. A request is not automatically confirmed. Your booking becomes confirmed only once we have reviewed availability and replied to accept it (and, where applicable, received any agreed deposit or payment). This policy applies to confirmed bookings. Until a booking is confirmed, no cancellation charge applies because no place has yet been reserved on your behalf.

2. Cancellations by you

Because we reserve guides, crews, vehicles and venues ahead of time, the refund available depends on how much notice you give before the scheduled start of your experience:

• More than 72 hours before: eligible for a full refund of amounts paid.
• Between 24 and 72 hours before: eligible for a partial refund [confirm percentage, for example 50 percent], which allows us to cover commitments already made to suppliers.
• Less than 24 hours before: generally non-refundable, as arrangements are already in place. We will always consider genuinely exceptional circumstances with care and goodwill.

To request a cancellation, please contact us using the details in section 9. The time we receive your message determines which tier applies. [Confirm the exact notice windows, partial-refund percentages and any non-refundable deposit with your suppliers and legal counsel.]

3. Changes to your booking

Where possible, we are glad to move a date, adjust guest numbers or tailor an experience, subject to availability and any supplier conditions. Some changes may affect the price. We will always confirm any difference with you before proceeding.

4. Cancellations by the operator

For your safety and enjoyment, an experience may need to be cancelled or rescheduled due to:

• weather conditions;
• sea or water-safety conditions;
• insufficient participant numbers for a shared departure;
• operational issues;
• government or authority restrictions;
• any other reasonable safety concern.

If we cancel, you will be offered, where applicable:

• an alternative date at no extra cost;
• a credit toward a future experience; or
• a refund of amounts paid for the affected experience.

5. Late arrival and no-show

Pickups and departures follow a schedule shared with other guests, crews and suppliers. If you arrive after the agreed time, or are not present at the agreed pickup point, we may be unable to deliver the experience or to delay departure for others. In these cases the experience is treated as a late cancellation and the terms in section 2 apply. We always recommend allowing a comfortable margin, especially for early-morning sailings and airport transfers, and we are happy to confirm timings with you in advance.

6. Force majeure

Neither you nor we are responsible for failing to meet an obligation caused by events beyond reasonable control. These may include severe weather, political instability, transport disruption, unexpected closures, public health measures or natural disasters. Where such an event prevents an experience from going ahead, we will work with you in good faith to offer an alternative date, a credit or, where appropriate, a refund of amounts paid, taking into account any costs already committed to suppliers on your behalf.

7. Third-party providers

Solara Hurghada acts as a coordinator and concierge. While we manage your booking end to end, some experiences are delivered by independent local partners and operators, such as boat crews, dive centres, transfer drivers, desert camps and wellness practitioners. These partners may apply their own cancellation conditions. Where that is the case, we will make the relevant terms clear to you at the time your booking is confirmed.

8. Non-refundable situations

To be fair to our team and suppliers, refunds are generally not available where there has been a:

• no-show at the agreed time and place;
• cancellation made too late to recover supplier costs (see section 2);
• booking made with false or materially inaccurate information;
• refusal to follow reasonable safety instructions from guides, crews or operators during an experience.

Even in these situations, we will always listen, and we will treat genuine, exceptional circumstances with discretion.

9. Payment and refund processing

Approved refunds are returned using the original payment method where possible. Depending on the payment provider, refunds may take approximately 5 to 14 business days to appear. Any non-refundable third-party charges, such as payment-processing fees, may be deducted where permitted. [Confirm processing times, methods and any deductions once your payment provider is in place.]

10. How to request a cancellation

To cancel or change a confirmed booking, or to ask a question, please contact our team:

• Email: hello@solararedseatours.com
• WhatsApp / phone: [+20 1X XXX XXXX]

Please include your name, the experience and the booking date so we can assist you quickly. The date and time of your message are used to determine which terms apply.

Please note: the cancellation tiers, percentages and processing times above are sensible starting points and should be reviewed and finalised by local legal counsel, and aligned with your suppliers, before production launch.