Refund & cancellation

This policy explains what happens if you need to cancel, and what we can refund. It applies alongside our Terms & Conditions.

How to cancel

Tell us in writing at info@silkroadegypt.com, quoting the SR- reference on your order. A cancellation takes effect on the day we receive your written notice, not the day you decided — so please write to us as soon as you know.

What we can refund

How much we can return depends on how much notice we have, because hotels, airlines and transport operators charge us on the same basis. The table below sets out what is refunded on the total paid for the arrangements you are cancelling.

What we cannot refund

Some costs are spent the moment they are incurred and cannot be recovered, whatever the notice given:

• visa fees and government charges, once an application has been submitted
• air tickets, once issued, except to the extent the airline's own fare rules allow a refund
• Hajj and Umrah permits, once issued in your name
• any hotel or supplier booking made on a non-refundable rate, where we told you so at the time of booking
• bank or transfer charges incurred in sending or returning money

Estimated prices

Where an item on your order was published as an estimate, no payment falls due for it until we have confirmed the exact price with you in writing. If you decide not to go ahead at the confirmed price, there is nothing to refund and nothing to pay.

Changes instead of cancellation

If your plans have moved rather than ended, tell us — moving a date is very often cheaper for you than cancelling and rebooking. We will pass on only what our suppliers charge us for the change.

No-shows and unused services

We cannot refund arrangements you do not use, including a transfer where the vehicle and driver attended as booked, unused hotel nights, or any part of a programme left early.

If we cancel

If we cancel a confirmed booking, you will receive a full refund of everything you have paid us for the cancelled arrangements. If we cancel because of circumstances outside our control, we will refund what we are able to recover from our suppliers, and we will tell you honestly what that is.

How refunds are paid

Refunds are returned by the same method and in the same currency you paid in. Orders settled in Egyptian pounds are refunded in Egyptian pounds and orders settled in dollars in dollars, because returning a different currency would move an exchange-rate loss onto you.

We aim to process refunds within 14 working days of agreeing them. Where the money has to come back from an airline or a hotel first, it may take longer, and we will keep you informed.

Travel insurance

Most cancellations for reasons of illness, bereavement or an emergency at home are covered by travel insurance and not by a tour operator's policy. We strongly recommend holding insurance from the day you book.

Questions

If anything here is unclear, write to us at info@silkroadegypt.com before you book. We would rather explain it in advance than argue about it afterwards.