At Smart Red Sea, we are committed to providing a secure, transparent, and reliable booking experience for our customers while protecting the rights of both travelers and service providers (Vendors). This policy explains the procedures for booking cancellations and refunds.
1. Customer Cancellation
Customers may cancel their bookings according to the following conditions:
- 48 hours or more before the scheduled activity: Eligible for a 100% full refund.
- Between 24 and 48 hours before the scheduled activity: An administrative fee may apply, or the cancellation policy of the service provider may be enforced depending on the activity.
- Less than 24 hours before the activity or in case of a No-Show: No refund will be issued unless otherwise approved by the service provider.
Please note that certain seasonal activities, private tours, or special experiences may have different cancellation policies. Any exceptions will be clearly displayed on the activity page before completing your booking.
2. Cancellation by the Service Provider
If a booking is cancelled by the service provider for any reason, the customer may choose one of the following options:
- Receive a 100% full refund.
- Reschedule the activity to another available date.
- Receive booking credit (where available) to be used for a future reservation.
3. Weather Conditions & Force Majeure
If an activity cannot be operated due to adverse weather conditions, government restrictions, safety concerns, or any circumstances beyond the control of Smart Red Sea or the service provider, the customer will be offered one of the following options:
- Reschedule the activity.
- Receive a full refund.
- Keep the booking value as credit for future use.
4. Service Quality
All service providers listed on Smart Red Sea are required to deliver their services exactly as described on the activity page.
If the delivered service significantly differs from the published description, customers may submit a complaint within 24 hours after the activity, supported by relevant evidence. Smart Red Sea will investigate the case and coordinate with the service provider. Depending on the findings, a full or partial refund may be granted.
5. Refund Process
Once a refund request has been approved:
- Refunds will be processed using the original payment method whenever possible.
- Processing times typically range from 5 to 14 business days, depending on the customer’s bank or payment provider.
- In certain cases, and with the customer’s consent, the refunded amount may be issued as platform credit.
6. Non-Refundable Cases
Refunds will not be issued under the following circumstances:
- Failure to attend the scheduled activity (No-Show).
- Late arrival resulting in missing the activity.
- Incorrect booking information provided by the customer.
- Failure to comply with safety instructions or the service provider’s participation requirements, resulting in denial of participation.
7. Contact Us
For cancellation requests, refund inquiries, or any questions regarding this policy, please contact our Customer Support team through the Contact Us page or via the email address and phone number provided on our website.
By making a booking through Smart Red Sea, customers acknowledge that they have read, understood, and agreed to this Cancellation & Refund Policy, as well as the platform’s Terms & Conditions.