Methods of payment and return

Payment Features for Excursions

• No Advance Payments. We operate without advance payment for group excursions. You pay for the program on the bus or during the excursion. Advance payment may be required only when ordering a program for 5 or more people ($5 per person, on some programs) and for individual excursions or programs for which airplane tickets need to be purchased or documents need to be processed. Other excursions can be paid for directly during the transfer or at the venue;
• Convenient Payment Methods. You won’t have to look for whom to pay for the excursion. The organizer’s representative on-site will inform you of the need to pay. You can pay for the program in cash — in dollars (bills not earlier than 2000), euros, or Egyptian pounds. Advance payment for individual excursions and programs for which airplane tickets need to be purchased can also be made in cash to the organizer’s representative. To have them come to you, contact our booking department on any convenient messenger;
• Possibility of Non-Cash Payment. For your convenience, we have provided the option to transfer the advance payment or full program cost to organizers’ bank cards in rubles, tenge, hryvnias, or euros, with a small commission, specified on the main page of our website. You can also transfer payment in USDT to a Binance or ByBit crypto wallet with no commissions. To clarify the details, contact the booking department.

Refund of Advance Payment for Excursion Programs

The organizer will fully refund your advance payment if:

• You made it in cash or by transfer to a bank card, and the excursion did not take place due to the fault of the organizer;
• You canceled the program more than a day before the excursion date.

The exception is programs that require airplane tickets. In such cases, the organizer will not be able to refund the advance payment after purchasing plane tickets.

Advance payment can be refunded in cash or to a bank card in rubles at the exchange rate on the day of the refund, or at the rate set on the day the advance payment was transferred to the bank card.

What to Do in Case of Improper Performance by Organizers

If the program does not match the description on the website or the organizer provides a service of inadequate quality, you should:

• Be sure to record the disputed situation on video and photo;
• At the excursion site, ask the guide or accompanying person to contact their management;
• Ask / demand to rectify the situation or full / partial reimbursement of the excursion cost;
• Immediately on the spot, contact the booking department and tourist support of Albatross Travel Egypt, tell them about the details of the situation, send media files confirming the reported information.

Only in this way can we help resolve the conflict and influence the program organizer immediately during the excursion, through the organizers’ management. Typically, they do everything to resolve disputed situations as quickly as possible and settle all issues on-site.

Therefore, we always recommend having a smartphone with active internet on excursions to minimize possible shortcomings on the part of organizer employees in your favor; we are interested in this.

Alternative methods of resolving the situation are possible:

• Discount on the next excursion;
• Gift;
• Free excursion.

In each specific case, compensation is discussed individually.

If you contacted our booking department after the excursion and want to demand a discount, full or partial refund of the paid amount to the organizer, you must:

• Write to our booking department and report the inconsistency of the completed program with the one described on our website; be sure to attach video confirmation of the claim, showing the discrepancy with the completed program;
• If there are no video files and you cannot complete the above step, you must: Write a statement requesting a refund in free form, with a detailed description of the program mismatch (print out); send a photo of the statement with your signature and date; attach similar statements from two other tourists not in your group (two bookings), with their phone numbers on WhatsApp messenger and information about which company they booked the excursion with;
• Wait for the consideration of the application by the organizer’s management and confirmation of the refund (up to 7 calendar days); receive a refund in cash dollars or to a bank card in rubles, hryvnias, tenge, or euros at the exchange rate on the day of the refund, or at the rate set on the day the payment was transferred to the organizer’s bank card.

Our online service is not authorized to refund excursion fees. You pay for programs directly to excursion organizers during the transfer on-site or by transfer to a bank card; we have no trading or monetary relations with you. We provide free informational support and necessary assistance, remaining in touch daily from 07:30 to 23:00 Cairo time. To resolve the situation in your favor, we need confirming media materials (video / photo), to provide them to the organizers’ management.

Sunrise Travel Egypt is interested in promptly resolving all conflict situations between tourists and excursion organizers. We do everything possible to ensure that your vacation in Egypt brings only positive emotions and vivid memories.