Website and Mobile Application Terms of Use

This website is owned and managed by Trop Travel for Tourism Services. Our office is located on the second floor, Office 208, B2 Plus Mall, South Investors Area, Fifth Settlement, New Cairo, Cairo 4725051, Egypt.

Customers must be at least 18 years of age and have the legal capacity to enter into binding agreements. By using the Company’s website or mobile application, the customer represents and warrants that they meet these requirements.

Customers are responsible for supervising and assuming full liability for all activities conducted on the website or mobile application under their name, account, or on their behalf. Customers also undertake to ensure the validity, accuracy, and completeness of all information and data provided by them or by their family members when using the website or mobile application.

All images and descriptions provided on the website or mobile application are for illustrative purposes only. While the Company makes reasonable efforts to ensure accuracy, actual services may vary, including but not limited to size, layout, furnishings, amenities, and views. Service providers may update, renovate, or modify accommodations, vehicles, cruises, or other services at any time without prior notice. The service provider does not guarantee that the services depicted in promotional materials will exactly match what customers receive. No warranties, whether expressed or implied, are made regarding the accuracy or completeness of images or descriptions.

While the Company makes every effort to ensure the accuracy, completeness, and consistency of all service information displayed on its website or mobile application, service providers may, at their sole discretion, update, modify, or change their services without prior notice. Such changes may include, but are not limited to, amenities, facilities, nearby locations, the availability of air conditioning or pool access, vehicle models or colors, property classifications or star ratings, property names, or other service features. The Company shall not be held liable for any loss, damage, inconvenience, or compensation arising, directly or indirectly, from any such modifications, updates, or discrepancies made by the service providers.

Property star ratings may vary between countries, and the Company does not guarantee that properties with the same star rating provide an identical level of service. Service providers may update their star ratings at any time without prior notice. On some occasions, star ratings displayed on the website or mobile application may not exactly match the current ratings. Customers have no right to claim compensation, refunds, or cancellations due to changes or discrepancies in star ratings.

The Company acknowledges, and the User agrees, that the Company’s role is strictly limited to acting as an intermediary for the booking of travel and tourism services. The Company is not an air, land, or sea carrier, nor is it a provider of accommodation services. Accordingly, the Company shall not be liable for any flight delays, cancellations, loss of baggage, changes in hotel reservations, or for any acts or omissions of airlines, hotels, tour operators, or other service providers. All services are provided by independent third-party providers, and the User is solely responsible for reviewing, accepting, and complying with their respective terms and conditions.

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt, and the courts of Cairo shall have exclusive jurisdiction to hear and determine any dispute arising out of or in connection with the use of the application.

All intellectual property rights relating to the website and the application, and their respective content, are owned by the Company, including, for example but not limited to, copyrights, trademarks, databases, and designs. Accordingly, no part of the website or the application, or their content, may be copied, used, reproduced, or exploited in any form without the Company’s prior written consent.

A booking shall not be considered final until full payment for the service has been made and a booking confirmation has been issued via the website or the application, or through email.

Privacy Policy

All credit/debit cards’ details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.

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 secured connection.

The Company will not pass any debit/credit card details to third parties.

The Company takes appropriate steps to ensure data privacy and security including through various hardware and software methodologies. However, (www.troptravel.co) cannot guarantee the security of any information that is disclosed online.

The Company is not responsible for the privacy policies of websites to which it links. If you provide any information to such third parties different rules regarding the collection and use of your personal information may apply. You should contact these entities directly if you have any questions about their use of the information that they collect.

Some of the advertisements you see on the Site are selected and delivered by third parties, such as ad networks, advertising agencies, advertisers, and audience segment providers. These third parties may collect information about you and your online activities, either on the Site or on other websites, through cookies, web beacons, and other technologies in an effort to understand your interests and deliver to you advertisements that are tailored to your interests. Please remember that we do not have access to, or control over, the information these third parties may collect. The information practices of these third parties are not covered by this privacy policy. Kindly remove any other statements that contradicts with the above statements.

Refund Policy

If a customer is eligible for a refund, whether due to differences in service rates, complimentary adjustments, or service cancellations (subject to the applicable service policy), refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card. The time it takes for the refunded amount to appear in the customer’s bank account may vary depending on the customer’s bank, and the Company shall not be responsible for any delays beyond its control.

The Company reserves the right to issue refunds using the same payment method originally used by the customer. However, at the Company’s sole discretion, refunds may be issued via an alternative method if necessary.

Refunds may be delayed due to force majeure events or other circumstances beyond the Company’s reasonable control, including but not limited to natural disasters, governmental actions, technical failures, or banking system disruptions. The Company shall not be held liable for any delays or losses resulting from such events.

In the event of any technical error or payment issue, such as a price discrepancy (for example, if a booking displays a price of $100 but $120 is charged upon payment), a deduction made without booking confirmation, or any incorrect deduction, the customer must provide valid proof or supporting evidence of the claim. Upon receipt of such evidence, the Company will review and investigate the matter. If the investigation confirms that the customer’s claim is valid, the Company will process the refund in accordance with the Company’s Refund Policy. If the investigation determines that the claim is invalid or unsupported, the Company reserves the right to reject the refund request.

Transaction, processing, or currency conversion fees may be deducted from the refund amount, depending on the payment method, banking policies, third-party service provider charges, or local banking regulations. Such deductions are non-refundable and will be charged to the customer.

Company’s Right to Cancel Policy

The Company reserves the right to cancel any customer booking without any liability for compensation in the event of an incorrect rate or tariff, force majeure events, failure of third parties to deliver services, unreasonable rate changes imposed by third parties, suspected fraudulent activity, or if the customer’s name matches or closely resembles a name on a sanctions list. Any amounts paid by the customer in such cases will be refunded in accordance with the Company’s Refund Policy.

The Company reserves the right to cancel any booking without any liability for compensation if the service provider requires specific documents from the customer and the customer fails to provide such documents or is unreachable. Any amounts paid by the customer in such cases will be refunded in accordance with the Company’s Refund Policy.

The Company reserves the right to cancel any booking without any liability for compensation if the service provider is unable to honor the service and any reasonable alternative solution(s) offered by the Company are rejected by the customer. Any amounts paid by the customer in such cases will be refunded in accordance with the Company’s Refund Policy.

The Company reserves the right to cancel any booking without any liability for compensation if the information provided for the booking is incomplete, appears suspicious, is unclear, or does not appear to be provided by a human. Any amounts paid by the customer in such cases will be refunded in accordance with the Company’s Refund Policy.

The Company reserves the right to cancel any booking without any liability for compensation if the customer engages in inappropriate conduct, including but not limited to insults, verbal abuse, threats, or harassment directed at any of the Company’s representatives or employees, whether communicated verbally, in writing, visually, or physically through emails, chats, calls, video calls, in-person meetings, or any other means of communication.

The Company reserves the right to cancel any booking without any liability for compensation if required to do so by the customer’s country of residence, the destination or service country, or any governmental or regulatory authority.

The Company reserves the right to cancel any booking without any liability for compensation if the customer applies an expired limited-time deal, discount, promotion, or coupon, including in cases where such application succeeds due to a technical error. The Company also reserves the right to require the customer to pay any resulting difference in amounts.

Limited-Time Deals and Discounts Policy

Limited-time deals, discounts, promotions, or coupons are not applicable to bookings that have already been made. Customers have no right to apply or claim active discounts, deals, promotions, or coupons to previously created bookings.

The Company reserves the right to cancel any booking without any liability for compensation if it suspects that the customer is abusing limited-time deals, discounts, promotions, or coupons, or is not complying with their applicable terms and conditions. Any amounts paid in such cases will be refunded in accordance with the Company’s Refund Policy, and the Company reserves the right to require the customer to pay any resulting difference in amounts caused by violating the terms and conditions, where applicable.

Each limited-time deal, discount, promotion, or coupon is subject to its own terms and conditions, which must be complied with in addition to the Company’s general Terms and Conditions.

General Terms and Conditions

Each service booking is subject to its own specific policies, which must be complied with in addition to the Company’s general Terms and Conditions.

The responsibility for providing accurate and complete information during the service booking process rests solely with the customer. Any non-confirmation, issues, or losses that occur due to incorrect, incomplete, or inaccurate information provided by the customer shall be the customer’s sole liability.

Customers are responsible for reviewing and complying with all applicable laws, regulations, and entry requirements of the country they are visiting. The Company provides only the booked services and has no obligation to verify or advise on local laws or regulations on behalf of customers. Any losses, issues, or other consequences resulting from non-compliance with local laws shall be the sole responsibility of the customer.

The Company shall not be liable for any damages, misuse, abuse, or physical or verbal altercations caused by third-party service providers, including but not limited to hotel staff, drivers, sightseeing and activities guides, cruise staff, or any other personnel, nor for any incidents that occur while customers are using any of the Company’s services.

Customers are fully responsible for any damage they cause while using the Company’s services. Third-party service providers may seek reimbursement from customers for any losses or damages resulting from the customer’s actions.

Accommodation New Booking Policy

Customers are solely responsible for the accuracy and completeness of all booking information, including property selection, check-in/check-out dates, customer names, number and ages of adults and children, nationality, and providing any required notice for late check-in. Any non-confirmation, issues, or losses that occur due to incorrect, incomplete, or inaccurate information provided by the customer shall be the customer’s sole liability.

Some properties may appear in incorrect locations or cities due to geographical inaccuracies. Customers are encouraged to verify the property’s address and location before completing a booking. The Company shall not be liable for any inconvenience, losses, or changes resulting from discrepancies in the property’s location.

All special requests are subject to availability and cannot be guaranteed. The Company will make reasonable efforts to accommodate any such requests, however, the acceptance of a special request by a service provider does not create any contractual obligation or liability for the Company.

Meal plans may differ between regular days and special occasions. Customers are encouraged to review and verify meal plan details before completing a booking to avoid any misunderstandings. The Company shall not be liable for any inconvenience, losses, or changes resulting from discrepancies in the meal plan provided by the property.

Some rooms may accommodate three adults, however, they may not provide an extra bed for the third guest, whether adult or child. Customers are strongly encouraged to verify room occupancy and extra bed availability before completing a booking. The Company shall not be liable for any inconvenience, losses, or changes resulting from discrepancies in room configuration or amenities provided by the property.

Bedding types may vary between properties. Customers are encouraged to verify bedding type information before completing a booking. Some properties may combine two single beds to form one double bed. The Company shall not be liable for any discrepancies, changes, or additional charges related to bedding arrangements provided by the property.

Last-minute bookings, defined as bookings made on the same day the service is to be used, may take up to four (4) hours to be confirmed. In some cases, such bookings may not be honored.

Some service providers may require payment of insurance, special occasion fees (e.g., gala dinners), city taxes, cleaning fees, or other applicable charges directly at the time of service. Customers are solely responsible for paying these amounts and acknowledge that the Company shall not be liable for refunding any such fees.

Each property is responsible for establishing its own policies regarding children, check-in and check-out times, smoking, additional taxes, and other specific requirements. Customers are responsible for reviewing and understanding these policies prior to making a booking. The Company shall not be held liable for any issues, charges, or inconveniences arising from a customer’s failure to comply with the hotel’s policies.

Some properties may undertake renovations or temporarily suspend the use of certain facilities, amenities, or utilities. Properties have the right to make such changes without prior notice. Customers shall have no right to demand cancellations, modifications, or alternative arrangements as a result of these events.

In certain circumstances, such as renovations or governmental requirements, a property may relocate customers to an alternative property. The Company shall not be held liable for any inconvenience, losses, or changes resulting from such property actions.

Maldives Accommodation and Transfer

For bookings in the Maldives, customers must book their reservations at least three (3) days prior to the check-in date.

Customers must provide their flight and trip details at least three (3) days prior to the transfer date. If the transfer service is not included in the booking, payment for such transfers shall be made directly to the property by the customer.

United States of America and Canada

For bookings in the United States of America and Canada, customers must provide the full names of all guests exactly as they appear on their passports or other valid identification documents required for check-in.

All names entered in the booking must match the identification documents without any discrepancies.

Hotels reserve the right to deny check-in if the booking details do not match the identification provided. In such cases, the booking shall be considered non-refundable, and the Company shall not be held liable for any resulting losses, inconveniences, or additional costs.

Accommodation Check-In, Check-Out, Late Check-In, and Reception Policy

Check-in times may vary between properties but generally begin between 2:00 PM and 6:00 PM (local time at the destination). Check-out time is typically 12:00 PM (local time at the destination).

Some properties may not offer 24/7 reception services. Customers are responsible for providing advance notice for late check-in, as outlined in the Late Check-In Notice section of these Terms and Conditions.

The customer’s designated leader name is the only individual eligible to receive or use the service. The leader must be at least 18 years of age and have the legal capacity to enter into binding agreements. Any modifications to the leader name are subject to the applicable service booking policy and cannot be guaranteed.

Customers must ensure that the designated leader name is used when checking in, as the booking reference is related to the Company’s internal system and may not be recognized or located in the service provider’s system. The Company shall not be held liable for any issues, delays, or losses arising from the use of an incorrect name at check-in.

If your arrival time is expected to be after 6:00 PM (local time at the destination) on the check-in date, you must inform the Company in advance by including this information in the special requests field during booking or by contacting the Company directly. This ensures that your reservation remains active, as some properties may automatically cancel bookings for guests who have not checked in by late evening. In such cases, amounts paid will be considered non-refundable, and the booking cannot be amended. The Company shall not be held liable for any cancellations, losses, or inconveniences resulting from the customer’s failure to provide such notice.

Accommodation Bedding Type and Meal Plan Information

Bedding type and meal plan information may be subject to interpretation and misunderstanding. Customers are requested to carefully review the following explanations for clarification prior to confirming any booking.

Bedding Type Information

Single / Twin: One bed designed for a single adult.

Double Bed: One bed designed to comfortably accommodate two adults.

Queen Bed: A queen-size bed with extra space for two adults, larger than a double.

King Bed: A king-size bed offering maximum space and comfort for two adults, larger than a queen.

California King Bed: A king-size bed offering maximum space and comfort for two adults, slightly narrower than a king but longer.

Bunk Bed: One bed designed for a single adult stacked on top of another.

Baby Crib (US & CA): One small bed designed for infants.

Baby Cot (UK & EUR): One small bed designed for infants.

Dormitories Information

Rooms labeled dormitory are shared with other customers.

Rooms include shared and fixed bunk beds.

Lockers or storage spaces are provided but are shared.

Privacy is limited due to shared sleeping and bathroom.

Bunk Bed is a bed in which one bed frame is stacked on top of another.

Meal Plan Information

Room Only (RO): Accommodations without meals included.

Bed and Breakfast (BB): Includes breakfast.

Half Board (HB): Includes breakfast and dinner.

Full Board (FB): Includes breakfast, lunch, and dinner.

All Inclusive (AI): Includes breakfast, lunch, dinner, and beverages.

Ultra All Inclusive (UAI): Includes breakfast, lunch, dinner, beverages, premium drinks, minibar, and à la carte restaurants.

European Plan (EP): Accommodations without meals included.

Continental Plan (CP): Includes continental breakfast.

American Plan (AP): Includes breakfast, lunch, and dinner.

Modified American Plan (MAP): Includes an American breakfast plus one additional meal (lunch or dinner).

American Breakfast: Eggs, bacon or sausages, toast or pancakes, cereals, fresh fruit, juice, and hot beverages.

Continental Breakfast: Pastries (such as croissants, muffins, and bread), jam, cereals, fruit, juice, coffee, and tea.

English Breakfast: Eggs, bacon, sausages, baked beans, grilled tomatoes, mushrooms, and toast.

Ramadan Meal Plan Information

Bed and Breakfast (BB): Includes Suhur meal.

Half Board (HB): Includes Iftar meal.

Full Board (FB): Includes both Iftar and Suhur meals.

All Inclusive (AI): Includes both Iftar and Suhur meals.

New Year’s Eve Gala Dinner

A fine dining event held on December 31 to celebrate the New Year.

A compulsory fee may apply and could be requested to be paid directly to the hotel.

Disclaimer on Meal Plans and Bedding Types

The Company is not responsible for any updates or changes to meal plans or bedding types at the property. The information provided is for illustrative purposes only and is intended to give customers a general idea of meal options and bedding arrangements.

Amendments and Cancellation Policy

Non-refundable services are also non-amendable. Customers shall have no right to request, demand, or make any modifications, changes, alterations, or cancellations to non-refundable services under any circumstances.

Refundable services do not imply unlimited or indefinite refund eligibility. Each service booking is subject to its own refund policies, which may vary depending on the service. Refund eligibility is determined solely by the service’s refund policy.

For refundable services, in the event that a customer requests an amendment before the refund eligibility deadline, including but not limited to changing service dates, adjusting the number of guests or travelers, upgrading or downgrading the service, or changing the service type, the Company shall calculate the new service price. The customer is required to pay any difference before the Company initiates the amendment.

However, payment of the difference does not guarantee that the amendment will be completed, as it may be subject to changes in price, availability, or other factors. The Company shall not be responsible if the requested amendment cannot be processed. In such cases, any amount paid by the customer for the amendment will be refunded in accordance with the Company’s Refund Policy.

Furthermore, the customer shall have no right to demand the restoration of the original service at the original price, as in many cases, proceeding with the amendment may result in the cancellation of the original service booking.

For refundable services, in the event that a customer requests cancellation before the refund eligibility deadline, any amount paid by the customer shall be refunded in accordance with the Company’s Refund Policy.

Transfer Bookings, Amendments, and Cancellation Policy

The driver will wait for passengers for up to one hour from the scheduled pick-up time at the airport. After this period, the trip may be canceled, or the driver may continue to wait with an additional charge applied.

Transfers can be canceled or amended free of charge (FOC) up to 24 hours before the scheduled transfer time (local time at the destination). After this period, cancellations or amendments are not permitted, and no refund or changes will be allowed.

For airport transfers, the drop-off time must be scheduled at least 4 hours before the flight departure. The Company is not responsible for any issues or missed flights if the customer books a different drop-off time.

For transfers from any pick-up point other than the airport, the driver will wait a maximum of 15 minutes at the scheduled pick-up location before departing. If the passenger is not present within this time, the transfer will be considered non-refundable and non-amendable, and the customer will not be entitled to any refund.

Transfer details, including driver information, will be provided no earlier than 4 hours before the scheduled pick-up time (local time at the destination). Customers are not entitled to request this information before this time frame.

Children aged 1 to 3 years must have a child seat booked at the time of reservation. Failure to include a child in the booking may result in transfer cancellation or an additional charge at the driver’s discretion.

Transfers are for one-way travel only, from the designated pick-up point to the drop-off point. Customers are not permitted to request stops along the route. In such cases, the driver has the right to cancel the transfer, and no refund or amendment will be provided.

Cruise Bookings, Amendments, and Cancellation Policy

Passengers are fully responsible for arriving at the designated cruise terminal no later than four (4) hours prior to the official departure time. The ship will not delay departure for late-arriving passengers, and failure to arrive on time will result in denied boarding without any refund or compensation. To avoid delays caused by flights, traffic, or other travel disruptions, the Company strongly recommends that passengers arrive at the departure city at least one day prior to the cruise departure and consider booking a nearby hotel for the night before embarkation.

Passengers are fully responsible for obtaining all required travel documents, including visas, entry permits, health documents, and any other official authorizations needed to access each country included in their cruise itinerary.

Passengers must hold a valid passport with an expiration date that extends for at least six (6) months beyond the cruise return date. Some countries included in the cruise itinerary may enforce longer validity requirements at their discretion.

For safety reasons, pregnant passengers are allowed to sail only up to the end of the 23rd week of pregnancy (5 months). Passengers who will enter their 24th week or later at any point during the cruise will not be permitted to board.

Smoking is permitted only in designated areas such as private balconies, the casino, the Cigar Bar, and select open-deck locations (excluding food venues, sports decks, kids’ areas, and other nonsmoking zones), while all indoor public spaces remain smoke-free and any smoking inside staterooms will result in a cleaning fee.

Each cruise booking is subject to its own cancellation and amendment policy, which may be refundable, partially refundable, or fully non-refundable. Non-refundable bookings are strictly non-amendable and cannot be changed, modified, or rebooked. Passengers are responsible for reviewing and understanding the specific policy associated with their booking before confirming their reservation.

Ports of call may vary depending on the departure date and are subject to weather conditions or other operational circumstances beyond the Company’s control. Customers shall have no right to claim compensation, request amendments, or demand a refund arising from such changes.

Service Issue / Non-Fulfillment Policy

In the event that the customer is unable to locate, access, or use a booked service, the customer must contact the Company’s customer support team on the same service start date and time to report the issue. If the customer fails to report the issue within the same service start date and time, the Company shall have no responsibility to resolve the issue and shall bear no liability for any compensation.

If the customer takes any action to resolve an issue without the prior involvement or consent of the Company, including but not limited to contacting the service provider directly, making independent arrangements, or attempting to alter the service, the Company shall bear no liability for any resulting losses, damages, or compensation.

Customers are required to follow the Company’s instructions and allow the Company to coordinate any resolution, which may take up to or more than six (6) hours, depending on the nature of the issue. Any resolution provided by the Company shall be considered a valid solution. The time for resolution shall be calculated from the Company’s acknowledgment of receiving the customer’s report until the Company provides the first resolution, alternative, or proposed action.

If more than one resolution is provided to the customer and the customer still refuses to accept it, the Company shall have the right to cancel the service and refund the amount originally paid by the customer in accordance with the Company’s Refund Policy, bearing no liability for any resulting losses, damages, or compensation.

The customer is fully responsible for ensuring the availability and responsiveness of their email, chat, and phone communications. If the Company provides a resolution and the customer remains unresponsive for thirty (30) minutes, the Company shall have the right to cancel the service and refund the amount originally paid in accordance with the Company’s Refund Policy, bearing no liability for any resulting losses, damages, or compensation.

AI Responses and Automation Policy

The Company utilizes automated systems, including but not limited to artificial intelligence tools, interactive voice response (IVR) systems, chatbots, and other non-human assistance technologies (“Automated Systems”) to enhance customer support and improve response times in customer communications.

The Company shall not be liable for any statements, responses, recommendations, or information generated or conveyed by such Automated Systems that contradict the Company’s official policies, terms and conditions, or published communications, whether such statements or responses are provided via telephone calls, online chat, electronic mail, messaging platforms, or any other communication channel.

In the event of any inconsistency between information provided by an Automated System and the Company’s official policies, terms and conditions, or written confirmations issued by authorized human representatives of the Company, the Company’s official policies, terms and conditions, or written confirmations shall override such Automated System information.

Request a Quote Policy

All applicable terms and conditions of the Platform also apply to requests for quotes for services, including those made through our sales channels and social media platforms.

Prices are subject to change, and services may become unavailable due to delayed payment, overbooking, changes in the service provider’s policies, or technical issues. Customers shall have no right to claim compensation in such cases. Any amounts collected will be refunded in accordance with the Company’s refund policy.

The Company shall not be responsible for any payment processing issues arising between the customer and their card issuer, bank, payment provider, or the Company’s payment link provider. The Company shall not be held liable for any losses, delays, or errors in payment processing, and customers shall have no right to claim compensation for such situations.

In the event that a requested service becomes unavailable, the Company will provide the customer with one alternative option. If the customer declines the alternative, the Company reserves the right to initiate the refund process in accordance with the Company’s refund policy without requiring further confirmation from the customer.

Furthermore, if there is a service unavailability or issue that needs to be communicated to the customer and the customer is unreachable through their provided communication channels, the Company reserves the right to cancel the service and process a refund in accordance with the Company’s refund policy without awaiting the customer’s response.