Refund & Cancellation Policy

1. Modification, Cancellation & Critical-Window Block Policy

The following penalties apply strictly, based on the time remaining before departure, and no personal or medical excuses are accepted.

• More than 24 hours before departure: Modification or cancellation is allowed, subject to a fixed 10% administrative and operational fee deducted from the total ticket value.
• Between 24 hours and 6 hours before departure: Modification is allowed with a 25% penalty on the ticket value, or full cancellation with a 50% penalty on the ticket value.
• Within the final 6 hours before departure (full block): Cancellation or modification is completely blocked and the system automatically rejects any such attempt. The ticket is considered fully consumed during this period; the customer has no right to any refund or transfer, and the full ticket value is retained by the company as compensation for the reserved seat.
• Cancelling part of a group or mixed booking: If a customer has booked a mixed group of tickets together in a single transaction (e.g. regular tickets with child tickets or bundled offers), a single ticket may be cancelled and removed from the group. Its cancellation penalty is calculated independently based on the timing rule in this article, and its remaining refundable balance is credited to the customer's digital wallet, while the rest of the tickets in the group remain valid and unchanged.

2. Exclusive Digital-Funds Refund Clause

• Ban on digital refunds: To protect the company from banking and digital-wallet vulnerabilities, fraud, and payment disputes, refunding any funds electronically to cards (Visa or Mastercard) or e-wallets (Fawry or Vodafone Cash) after payment is completed is strictly prohibited.
• Exclusive cash-refund condition: All amounts due for refund (after deducting the penalties set out in Article One above) are paid exclusively and only in cash through the company's official offices and approved main branches.
• Verification requirement: To receive the cash amount, the person who made the booking must attend in person, present the original valid national ID card (or passport), and personally sign a financial settlement form confirming receipt of the cash and waiving the right to any subsequent banking or legal complaint against the company.