Refund Policy

Refund Policy – Ngey Tours and Safari (Zanzibar)

Company: Ngey Tours and Safari

Address: Mbweni, Zanzibar

Contact: +255 718 940 807 | ngeytour@gmail.com | ngeytours.com

1. Cancellation by Customer – 48+ Hours Notice

If you cancel the tour at least 48 hours before the scheduled start time you receive a full refund of the price paid. Transaction fees may be deducted.

2. Cancellation by Customer – Less Than 48 Hours

Cancellation less than 48 hours before the tour or a no‑show results in no refund. In genuine emergencies we may offer a partial reschedule at our discretion.

3. Cancellation by Ngey Tours (Weather, Safety, Operations)

If we cancel due to weather, safety, or operational issues, you may choose one of the following:

• Full refund (processed within 7–14 business days)
• Reschedule to another available date/time

4. Partial Tours / Interruptions

If a tour is interrupted for safety reasons after it has started, we refund the unused portion proportionally. If you leave early for personal reasons, no refund applies.

5. Refund Processing

Refunds are returned via the original payment method:

• Mobile money (M‑Pesa, Tigo Pesa): 1–3 business days
• Bank transfer: 5–10 business days
• Credit/debit cards: up to 14 business days

6. Non‑Refundable Items

The following are never refunded:

• Personalized services already delivered (e.g., private guide hours)
• Entrance fees or permits paid to third parties
• Add‑ons used before cancellation (e.g., snorkeling gear rental)

7. How to Request a Refund

Send an email to ngeytour@gmail.com with:

• Booking name
• Tour date and time
• Reason for cancellation
• Payment method used

We will respond within 2 business days and confirm the amount and timeline.

8. Changes of Mind

If you simply change your mind more than 48 hours before the tour, the policy in section 1 applies. Within 48 hours, no refund.

9. Rescheduling Instead of Refund

Rescheduling is free when requested more than 24 hours before departure. Within 24 hours a fee up to 30% of the tour price may apply.

10. Governing Law

These conditions are governed by the laws of Tanzania (Zanzibar).

For any refund questions, contact us:

Phone: +255 718 940 807
Email: ngeytour@gmail.com
Address: Mbweni, Zanzibar