BOOKING TERMS & CONDITIONS FOR JOURNEYS
Book Your Dream Tour with Ease
Hello there! We're thrilled to help you book your dream tour with us. Just let us know what you're looking for, and we'll take it from there.
Personalized Itinerary for You
Once we receive your request, our friendly representative will get in touch with you. We'll discuss all the details and create a customized itinerary just for you. Once you love it, it's a go!
Booking Policy
Start your dream tour by paying as low as 25% of the total cost. During festive periods like Christmas, New Year, and Easter, we require a 50% down payment. Feel free to pay the rest two days before your arrival or in cash when you arrive - we've got you covered!
Credit Card Payments
If you're paying by credit card, we need a signed letter from you. This letter gives us permission to charge your card. Make sure the signature matches the one on your card and passport.
Fair Cancellation Fees (Excluding Peak Periods)
In case you cancel your trip, the following charges will be applied:
- From the date of booking until 61 days before your arrival date, 15% of the entire tour price will be charged.
- 35% of the tour price if you cancel 60-31 days before arrival.
- 50% of the tour price if you cancel 30-15 days before arrival.
- 100% of the tour price if you cancel 14-1 days before arrival.
Additionally, airlines charge their fees which are subject to the airlines' terms and conditions, and there's also a 5% bank fee on refunds.The cancellation policy may vary significantly for groups or unique itinerary.
Fair Cancellation Fees for Christmas, New Year, and Easter Vacation
In case you cancel your trip, the following charges will be applied:
- From the date of booking until 61 days before your arrival date, 25% of the entire tour price will be charged.
- 50% of the tour price if you cancel 60-31 days before arrival.
- 75% of the tour price if you cancel 30-15 days before arrival.
- 100% of the tour price if you cancel 14-1 days before arrival.
Additionally, airlines charge their fees which are subject to the airlines' terms and conditions, and there's also a 5% bank fee on refunds.The cancellation policy may vary significantly for groups or unique itinerary.
Refunds
If you need a refund, we'll send it back using the same method which was used for the original payment. If you don't show up for your reservation, we won't be able to give you a refund. We also deduct a 5% bank fee from all refunds.
Force Majeure
Here at Mateego Explorers, we prioritize your well-being and safety above all else and for that reason, we have adapted our cancellation policy to reflect our values. We offer a very flexible cancellation policy in case the government or the airline issues a NOT TO TRAVEL warning to the designated destination. In the event of this happening, we will refund you the amount paid for the tour package, or in some cases, your payment will be available as future travel credit and travel voucher that can be used towards any of the destinations we operate tours in. You have the flexibility to apply this amount towards new travel services booked. Reservations will be adjusted to reflect these travel credits automatically. Only flight cancellation/changing fees are charged, according to the airline's terms and conditions, and bank surcharges fees are applied to the deposit amount paid.
Accommodation
Prices are for two people sharing a room. Single rooms are available for an extra cost. We choose hotels based on their quality. Prices are subject to change without notice.
Flights
1. Domestic Flights: The price we quote is an average and the timing is approximate. Changes to your flight may result in changes to the price.
2. International Flights: We offer good rates from your home country to your desired destination.
Black Friday Offers
Black Friday deals will be available till November 30th on our website. Offers are only valid on new inquiries made during the Black Friday sale. Our Black Friday offers may apply to occasional and seasonal holiday packages. Exclusions may apply.
Responsibility
We're not responsible for any problems caused by things outside our control, like weather, wars, or changes made by hotels or airlines. We don't cover any extra costs because of these issues.
Special Requests Policy
At Mateego Explorers, we want to make your experience special and enjoyable. If you have any special requests, please let us know when you make your booking. We'll do our best to accommodate them, but we can't guarantee that all requests can be fulfilled, including pre-bookable seats.
While we will make every effort to note and pass on your special requests to our suppliers, it's important to understand that these requests are not guaranteed to be fulfilled. We won't be able to specifically notify you if a request cannot be met.
Please remember that our standard services and facilities are not conditional on any special requests. We're here to provide you with a great experience, and we'll always go the extra mile to make it memorable for you.
Children Policy (A Child Share Parents’ Room)
• Policy 1: for packages, Nile cruises, and hotels
Under 2 years old: free of charge
Under 6 years old: 25% of the total tour cost of an adult individual
Under 12 years old: 50% of the total tour cost of an adult individual
All children 12 or older are considered adults.
If your tour package includes flights, an extra supplement for your child may apply. That policy is valid for a maximum of one child sharing parents’ room.
• Policy 2: for sightseeing tours & shore excursions
Under 6 years old: free of charge
Under 12 years old: 50% of the total tour cost of an adult individual
All children 12 or older are considered adults.
If your sightseeing tours include domestic flights or ferry boats, an extra supplement for your child may apply.
Terms of Photos' Use
To inspire others with your experiences, we will use your visuals to potentially feature them on our website and social media accounts in the future. Thank you for being part of our travel community.
Tipping
Tipping is customary for expressing one’s satisfaction with good services rendered to him/her by staff on duty with him/her. We advise you to tip as you are willing. This will be greatly appreciated by staff, but you are not obligated to do so.
Complaints
If you have any complaints while you are on tour, please notify us immediately because most problems can be solved quickly. If you feel that your problem persists, call the Customer Care Manager while you are still on your tour; after you return home, if you are still not satisfied with the service you received you must write to the Customer Care Management.
General Terms of Use
A. Minors under the age of 18 shall be prohibited from registering as a user of this website and are not allowed to transact or use the website.
B. If you make a payment for our products or services on our website, the details you are asked to submit will be provided directly to our payment provider via a secure connection.
C. The cardholder must retain a copy of transaction records and Merchant policies and rules.
D. We accept payments online using Visa and MasterCard credit/debit card in USD, EUR, and GBP.
E. We will NOT deal with or provide any services or products to any OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
F. Multiple transactions/bookings may result in multiple postings to the cardholder’s monthly statement.
Acceptance of the Agreement
The contract constituted by the company's acceptance of the client's booking, subject to these booking conditions, shall constitute the entire agreement between the Client and the Company. The payment of a deposit or final payment by bank transfer or credit card indicates that tour participants have read and accepted all terms and conditions and agree to abide by them.
