1 Introduction & Scope
This policy sets forth the terms and conditions governing booking cancellations and payment refunds for electronic transactions executed through the Vaygoo mobile application and official website for tours, marine cruises, diving, desert safaris, and associated excursion services.
2 Payment Timing & Collection Mechanism
Payment amounts are debited electronically upon booking confirmation by the customer via the certified payment gateway (Kashier) using authorized debit/credit cards (Visa, Mastercard, Meeza) or supported digital wallets. Detailed transaction confirmation and verified digital booking receipts are issued immediately upon successful payment authorization.
3 Customer Cancellation Rules & Refund Eligibility
To ensure full clarity and transparency, refund entitlement is determined based on the cancellation timestamp and the operational milestone of the booking as follows:
| Cancellation Timing & Stage | Eligible Refund Percentage | Operational Deduction |
|---|---|---|
| 24 hours or more prior to scheduled service start | 100% (Full Refund) | No cancellation fee applied |
| Less than 24 hours prior to service start time | 50% of Total Booking Value | 50% retained to cover non-refundable preparation and reserved seating costs |
| After provider arrival at pick-up point or post-start | 0% (Non-refundable) | Full payment retained due to committed operational resources |
| Customer No-Show at designated time | 0% (Non-refundable) | Full payment retained following a 15-minute grace period |
4 Partial Service Cancellation & Unforeseen Interruptions
If an activity has commenced but cannot be completed due to unforeseen emergency circumstances beyond customer control (such as mechanical vessel malfunction or emergency security directives issued by maritime authorities):
- A fair, proportionate refund corresponding strictly to the unfulfilled portion of the service will be calculated and processed.
- Alternatively, the customer may opt to reschedule the remaining portion of the activity to an alternative date upon mutual agreement.
5 Cancellations by Vaygoo or the Service Provider
If a booking is cancelled prior to departure by Vaygoo or the service provider for any operational reason (including adverse weather conditions, coast guard maritime safety closures, or unexpected service unavailability):
- The customer is entitled to a full 100% refund of the total amount paid.
- The customer may freely elect to reschedule the activity to an alternative available date of their choice without any mandatory imposition.
6 Banking Transaction Statuses
Vaygoo classifies and handles banking transactions according to standard financial definitions:
Captured Transactions
Completed payments where funds have been successfully debited from the cardholder account; these transactions are handled under the formal refund procedures outlined herein.
Pre-Authorization / Pending Holds
Temporary card holds where funds have not been captured are released via the payment gateway; release timeframes depend strictly on the cardholder's issuing bank policies without requiring a formal refund command.
Duplicate or Erroneous Debits
In the event of an accidental duplicate deduction or a payment debited without a confirmed booking issuance, Vaygoo reconciles records with Kashier and immediately initiates a full refund of the excess debit without deductions.
7 Refund Processing Stages & Timeframes
Refund requests are processed through three distinct operational phases, each with its dedicated timeframe:
Vaygoo Internal Review
Customer support verifies and reviews booking, schedule, and transaction records.
Gateway Refund Initiation
Upon approval, the refund command is transmitted to Kashier with a transaction reference ID.
Bank Settlement & Account Posting
Funds reflect on cardholder statements subject to issuing bank clearing cycles.
8 Refund Disbursement Method
Refunds are credited strictly back to the original payment card or electronic payment method utilized during the initial transaction, in full compliance with Kashier and acquiring bank rules.
9 Refund Request Procedure & Banking Security Standards
Submission Steps:
To submit a refund request, please contact our support team via email at admin@vaygoo.com or via WhatsApp at +20 103 020 2323, providing:
- Customer name and registered phone number.
- Booking reference number (or transaction date and approximate amount if booking ID is unavailable).
- Reason for the refund request, with supporting details if applicable.
10 Impact of Account Deletion on Refund Rights
“Account deletion does not void any outstanding entitled refunds. Any eligible amounts will be settled according to the Cancellation & Refund Policy, and customers may track their requests via official support channels after account deletion. Necessary transaction records may be retained strictly for statutory accounting and legal compliance as outlined in our Privacy Policy.”
11 Complaints & Escalation Procedure
If a refund request encounters an unexpected delay exceeding the stated timeframes in Section (7), customers may escalate the matter directly to financial management via email:
[Urgent Escalation – Refund Request] - Booking ID 12 Policy Updates & Non-Retroactivity
Vaygoo reserves the right to amend this policy to reflect operational, regulatory, or technical changes. Revisions are published immediately on this page with an updated "Last Updated" date.
13 Official Support Channels & Inquiries
For any inquiries regarding this policy or existing bookings, please reach out via our official channels: