1. Cancellation Periods & Refund Percentages
Refund amounts are calculated based on the total tour price and the timing of your cancellation. The following schedule applies to all standard tour bookings:
| Cancellation Period |
Refund Percentage |
Details |
| 14+ days before tour |
100% |
Full refund minus any non-refundable deposits (typically 10% processing fee) |
| 7-13 days before tour |
75% |
50% of deposit retained, remaining balance refunded |
| 3-6 days before tour |
50% |
Deposit is forfeited, 50% of balance refunded |
| 24-48 hours before tour |
25% |
Partial refund of balance only |
| Less than 24 hours / No-show |
0% |
No refund available |
All cancellations must be made in writing via email to qualify for a refund. The time of cancellation is determined by when we receive your written notice.
2. How to Request a Refund
Requesting a refund is straightforward. Follow these steps:
- Send an email to refunds@ladymorgana.com with the subject line "Refund Request - [Your Booking Reference Number]"
- Include your full name, booking reference number, tour name, and scheduled tour date
- Briefly state the reason for cancellation (optional but helpful)
- Attach a copy of your booking confirmation if available
- Our refunds team will acknowledge receipt within 24 hours and process your request
Alternatively, you can call our customer service team at +20 10 0449 9017 or contact us via WhatsApp for assistance with the refund process.
3. Refund Processing Time
Once your cancellation is confirmed and approved, refunds are processed according to the following timeline:
- Credit/Debit Card Payments: 5-10 business days to appear in your account
- PayPal Payments: 3-5 business days
- Bank Transfers: 7-14 business days depending on your bank
- Cash Payments: Processed within 5 business days via bank transfer
We aim to process all refund requests within 7 business days of approval. Actual time for funds to reach you depends on your payment provider and financial institution.
4. Exceptions & Special Circumstances
We recognize that certain situations may warrant special consideration. The following exceptions may apply:
- Medical Emergencies: With a valid medical certificate, we offer a full refund or free rescheduling regardless of the cancellation period
- Family Bereavement: Full refund or rescheduling option available with appropriate documentation (immediate family only)
- Travel Advisories: If official government travel advisories prohibit travel to Egypt or the specific tour region, we offer full refunds or vouchers
- Tour Cancellation by Us: If Lady Morgana cancels a tour for any reason, you receive a 100% refund or a complimentary transfer to an alternative tour of equal or greater value
- Natural Disasters & Force Majeure: In cases of natural disasters, political unrest, or other force majeure events, we offer flexible options including rescheduling or travel vouchers valid for 24 months
Each exceptional case is reviewed individually by our customer relations team. We strive to be reasonable and understanding, especially in genuine hardship situations.
5. Non-Refundable Items
The following items are non-refundable once a booking is confirmed:
- Initial deposit portion (25% of total tour price) — except under exceptional circumstances listed in Section 4
- Visa processing fees
- Travel insurance premiums
- Optional activity add-ons booked and confirmed with third-party providers
- Peak season surcharges (Christmas, New Year, Easter periods)
- Any services already rendered or consumed
6. Partial Refunds & Vouchers
In addition to cash refunds, we offer alternative options:
- Travel Vouchers: Instead of a cash refund, you may opt for a travel voucher valid for 24 months on any future Lady Morgana tour. Vouchers offer 100% of the paid amount regardless of cancellation timing.
- Partial Tours: If you need to cut your tour short, we will refund the unused portion of the tour at our discretion, minus any costs incurred on your behalf
- Transfer to Another Person: You may transfer your booking to another person free of charge up to 7 days before the tour date
Travel vouchers are often the most flexible option and provide full value for your payment.
7. Contact for Refunds
For all refund-related inquiries, please use the following channels:
- Email: refunds@ladymorgana.com
- Phone: +20 10 0449 9017
- WhatsApp: +20 10 0449 9017
- Office Hours: Sunday-Thursday, 9:00 AM - 6:00 PM (EET)
- Mailing Address: 5 Tahrir Street, Downtown Cairo, Egypt
Please include your booking reference number in all correspondence to expedite the process. We typically respond to refund inquiries within 24 hours.
