Cancellation and Refund Policy

Last updated: 29 June 2026

The following terms and conditions for withdrawal, cancellation, and refund apply to package tours offered by Masry Tours as tour operator.

Which of the following travel categories and cancellation fees apply to a specific trip is determined by the respective travel offer, booking confirmation or travel contract.

Notice of statutory right of withdrawal

For package travel contracts concluded remotely, particularly via our website, email, or telephone, there is generally no statutory right of withdrawal.

In the case of package travel contracts concluded off-premises, a right of withdrawal may exist under the legal conditions. This applies in particular if the oral contract negotiations were not conducted at the consumer's prior request.

Irrespective of this, the traveller may withdraw from the package travel contract before the start of the journey in accordance with § 651h of the German Civil Code (BGB). In this case, the following cancellation, withdrawal and refund conditions shall apply.

1. Cancellation by the traveller / Customer cancellation

The traveller can withdraw from the contract at any time before the start of the journey. The time at which the declaration of withdrawal is received by Masry Tours is decisive.

To avoid misunderstandings, the declaration of withdrawal should be in text form, particularly by email to info@masrytours.de, take place.

If the traveller withdraws from the contract before the start of the trip, Masry Tours forfeits the claim to the agreed travel price. However, Masry Tours may demand reasonable compensation, provided there is no statutory exclusion of the right to compensation.

The amount of compensation depends on the type of trip, the period between the receipt of the cancellation notice and the start of the trip, the typically saved expenses, and the possibility of using the released travel services otherwise.

1.1 Standard Package Holidays

• up to 90 days before the start of the trip: 20 % of the tour price
• From the 89th day up to the 60th day before the start of the trip: 35 % of the tour price
• From the 59th day up to the 30th day before the start of the trip: 50 % of the tour price
• From the 29th day up to the 15th day before the start of the trip: 75 % of the tour price
• From the 14th day before the start of the trip until the start of the trip, or in the event of a no-show: 90 % of the tour price

1.2 Special tours with increased planning and cost outlay

This regulation applies in particular to exclusive Dahabiyya trips, charter trips, trips for public holidays, special departures, limited small group trips, and other trips with increased organisational, reservation, or pre-expenditure effort.

• up to 120 days before the start of the trip: 25 % of the tour price
• From the 119th day up to the 90th day before the start of the trip: 40 % of the tour price
• From the 89th day up to the 60th day before the start of the trip: 60 % of the tour price
• From the 59th day up to the 30th day before the start of the trip: 80 % of the tour price
• From the 29th day before the start of the trip until the start of the trip, or in the event of a no-show: 90 % of the tour price

1.3 Solar eclipse tours and, in particular, event tours requiring long-term preparation

For trips to exceptional events with very limited availability, requiring particularly long-term planning, substantial advance arrangements or where resale is difficult – in particular solar eclipse trips – the following special cancellation fees apply:

• up to 180 days before the start of the trip: 35 % of the tour price
• From the 179th day up to the 120th day before the start of the trip: 50 % of the tour price
• From the 119th day up to the 90th day before the start of the trip: 70 % of the tour price
• From the 89th day up to the 60th day before the start of the trip: 85 % of the tour price
• From the 59th day before the start of the trip until the start of the trip, or in the event of a no-show: 95 % of the tour price

1.4 Proof of reduced damage

The traveller expressly reserves the right to prove that Masry Tours has suffered no loss, or a loss substantially less than the flat-rate compensation claimed in each case.

1.5 Specific calculation of compensation

Masry Tours reserves the right to claim compensation calculated on a case-by-case basis instead of the flat-rate amounts set out above.

In this case, the compensation shall be calculated on the basis of the agreed tour price, less any expenses saved and less any income Masry Tours derives from the alternative use of the travel services.

Masry Tours will provide a justification for the amount of compensation calculated at the traveller’s request.

1.6 Third-party services and non-refundable components

Where air travel, special permits, charter services, tickets, admission tickets or other third-party services form part of the trip or have been booked separately at the traveller’s request, the non-refundable costs actually incurred in this regard may be taken into account when calculating the compensation.

These external costs are not charged in addition to a flat-rate compensation payment as set out in clauses 1.1 to 1.3. They may only be taken into account as part of a specific calculation of compensation in accordance with clause 1.5.

2. Statutory withdrawal without compensation

The traveller may withdraw from the contract before the start of the trip without paying compensation if unavoidable, exceptional circumstances arise at the destination or in its immediate vicinity which significantly impair the performance of the package holiday or the carriage of passengers to the destination.

In this case, Masry Tours will refund all payments made towards the tour price without delay, and at the latest within 14 days of cancellation.

In this case, there is no entitlement to additional compensation.

3. Cancellation or withdrawal by Masry Tours

Masry Tours may only withdraw from the travel contract before the start of the trip in the cases provided for by law.

3.1 Failure to reach the minimum number of participants

If a minimum number of participants is specified in the travel contract or the booking confirmation and this number is not reached, Masry Tours may withdraw from the contract within the time limit specified therein.

The notice of cancellation must be received by the traveller within the following statutory time limits at the latest:

• 20 days before departure for trips longer than six days
• seven days before departure for a trip of at least two and a maximum of six days
• 48 hours before departure for a trip less than two days

The minimum number of participants and the cancellation period applicable to the specific trip are indicated in the travel offer, booking confirmation or travel contract.

3.2 Unavoidable, exceptional circumstances

Masry Tours may withdraw from the travel contract if Masry Tours is prevented from fulfilling the contract due to unavoidable, exceptional circumstances.

The declaration of resignation in this case will be made immediately after becoming aware of the grounds for resignation.

3.3 Reimbursement in case of cancellation by Masry Tours

Tritt Masry Tours wirksam vom Vertrag zurück, verliert Masry Tours den Anspruch auf den vereinbarten Reisepreis.

All payments made towards the travel price will be refunded immediately, no later than 14 days after the cancellation.

Further claims by the traveller exist only within the scope of statutory provisions.

4. Reallocations and contract transfers

4.1 Reallocations

There is no entitlement to a free rebooking, particularly to changing the travel date, destination, accommodation or other essential components of the trip.

Where a rebooking is possible in a specific case, Masry Tours will inform the traveller of the additional costs that will actually arise before carrying out the rebooking.

Masry Tours can only charge reasonable and actually incurred costs.

4.2 Transfer to a Substitute Participant

The traveller may declare, on a durable medium and within a reasonable time before the start of the package travel, that a third party will substitute them in their rights and obligations under the package travel contract.

The declaration is in any case timely if Masry Tours receives it no later than seven days before the start of the trip.

Masry Tours can object to the replacement participant if they do not meet the contractual travel requirements.

The original traveller and the replacement traveller shall be jointly and severally liable for the travel price and for any additional costs arising from the transfer of the contract.

Masry Tours may only charge additional costs to the extent that these are reasonable and have actually been incurred. Masry Tours will provide the traveller with proof of the amount of additional costs incurred.

5. Failure to appear and non-commencement of the journey

If the traveller does not appear for the journey without prior notice of cancellation, this shall be considered a cancellation on the day the journey begins.

In this case, the flat-rate compensation applicable to the respective travel category can be claimed for non-commencement.

The traveller is entitled to prove that Masry Tours has suffered no damage or substantially less damage.

If the traveller does not make use of individual travel services for reasons for which Masry Tours is not responsible, there is generally no entitlement to a pro-rata refund. However, Masry Tours will endeavour to obtain a refund of saved expenses from the responsible service providers, insofar as this is possible and economically reasonable.

6. Refund process

Refunds are generally made via the same payment method or to the same bank account used for the original payment, unless otherwise expressly agreed.

To the extent Masry Tours is legally obligated to refund the travel price, the reimbursement will be made immediately, at the latest within 14 days of the relevant withdrawal.

For voluntary or contractually agreed repayments, the deadlines agreed in writing shall apply.

The duration of subsequent processing by banks or payment service providers is beyond Masry Tours' control.

7. Changes to the Itinerary

7.1 Minor changes

Minor changes to the itinerary, individual programme items, accommodation, means of transport, departure times or the order of services are reserved, provided that the changes become necessary after the conclusion of the contract, were not caused by Masry Tours in bad faith, and do not essentially affect the overall nature of the booked trip.

Masry Tours informs the traveller of such changes clearly, understandably, and in a prominent manner on a durable data carrier.

7.2 Significant changes to essential travel services

If Masry Tours can only carry out the trip with a significant alteration of an essential characteristic of the travel services or with a deviation from special specifications of the traveller, the statutory provisions on significant contract changes shall apply.

Masry Tours shall inform the traveller immediately on a durable medium about:

• the proposed change and its impact on the travel price
• a reasonable period for the traveller’s declaration
• the legal consequences if the traveller does not make a declaration within this period
• any offered replacement journey and its travel price

The traveller may accept the amendment within the set time limit or withdraw from the travel contract without payment of compensation.

Where possible, Masry Tours can alternatively offer the traveller participation in a substitute trip.

8. Travel Insurance

Masry Tours strongly recommends taking out cancellation insurance and travel interruption insurance.

In addition, it is recommended to take out travel health insurance that also covers the costs of medically necessary repatriation and assistance in case of accident, illness or other emergencies.

It is the traveller's responsibility to take out insurance.

9. Relationship with General Conditions of Travel

In addition to these terms and conditions, the General Terms and Conditions or General Travel Conditions of Masry Tours and the individual agreements in the respective travel offer, booking confirmation and travel contract shall apply.

In the event that individual agreements contradict these general terms and conditions, the expressly and individually concluded agreements shall take precedence, insofar as this is legally permissible.

Mandatory statutory rights of the traveller remain unaffected.

10. Applicable Law

The law of the Federal Republic of Germany applies.

Mandatory statutory consumer protection provisions, particularly those of the state in which the consumer has their habitual residence, shall remain unaffected.