Shipping Policy
Vendor Policy
Introduction
This Vendor Policy governs the relationship between Smart Red Sea and its registered service providers (\"Vendors\"). Its purpose is to ensure a high-quality customer experience, maintain service standards, promote transparent pricing, and ensure reliable operations.
By registering as a Vendor on the Smart Red Sea platform, you acknowledge that you have read, understood, and agreed to comply with this Vendor Policy.
1. Service Quality Standards
Vendors are required to:
Deliver services exactly as described on the activity listing.
Comply with all applicable safety standards and regulations.
Provide well-maintained equipment, vehicles, and facilities suitable for customer use.
Operate activities according to the scheduled start and end times.
Treat customers professionally, respectfully, and courteously.
Smart Red Sea reserves the right to suspend or remove any activity or Vendor account if repeated customer complaints or poor service quality are identified.
2. Pricing Policy
Vendors agree to:
Offer their best available rates on the Smart Red Sea platform.
Not charge customers any additional fees unless those charges are clearly disclosed on the activity page before booking.
Honor the confirmed booking price without modification.
Notify Smart Red Sea in advance of any future pricing changes before they become effective.
3. Booking Management
All bookings received through Smart Red Sea are considered confirmed.
Vendors are responsible for accepting and fulfilling confirmed bookings.
Vendors must immediately notify Smart Red Sea of any circumstance that may prevent the activity from being delivered.
4. Activity Cancellation
If a Vendor cancels a confirmed booking, the Vendor must:
Notify Smart Red Sea immediately.
Ensure the customer receives a full refund.
Cooperate with the platform in providing a suitable alternative whenever possible.
Repeated cancellations without valid justification may result in one or more of the following actions:
Temporary suspension from receiving new bookings.
Reduced visibility in search results.
Temporary or permanent account suspension.
5. Weather Conditions & Force Majeure
If an activity cannot be operated due to severe weather, government restrictions, safety concerns, or any circumstances beyond the reasonable control of both parties:
The activity may be rescheduled with the customer\'s agreement.
Alternatively, a refund may be processed according to Smart Red Sea\'s Cancellation & Refund Policy.
Such circumstances will not be considered a Vendor violation when the cause is genuinely beyond the Vendor\'s control.
6. Customer Reviews & Quality Monitoring
Customer reviews are an essential part of Smart Red Sea\'s quality assurance system.
The platform reserves the right to:
Review customer complaints.
Request explanations or supporting information from Vendors.
Take appropriate action where service deficiencies are confirmed.
7. Licenses & Legal Compliance
Vendors are responsible for maintaining valid and up-to-date:
Commercial Registration (where applicable).
Government licenses and tourism permits.
Activity-specific operating permits.
Required insurance coverage (where applicable).
ISO certifications (if applicable).
Smart Red Sea may request updated documentation at any time.
8. Payments
Vendor payments will be processed according to the platform\'s agreed payment schedule.
Smart Red Sea reserves the right to deduct any amounts related to approved refunds, customer compensation, or verified policy violations.
The platform maintains records of all financial transactions.
9. Commission Policy
Vendors agree to the commission rate agreed upon with Smart Red Sea.
Vendors must not contact customers acquired through the platform for the purpose of arranging direct bookings outside Smart Red Sea in order to avoid commission fees.
Any attempt to bypass the platform will be considered a serious violation and may result in suspension or termination of the partnership.
10. Confidentiality & Data Protection
Vendors agree to:
Use customer information solely for the purpose of delivering the booked service.
Keep all customer information confidential.
Comply with all applicable data protection and privacy laws.
11. Vendor Performance & Account Suspension
Smart Red Sea is committed to building a trusted network of professional service providers. To protect customer experience, the platform reserves the right to suspend or terminate a Vendor account in cases including, but not limited to:
Providing false or misleading information.
Repeated customer complaints.
Poor service quality.
Failure to honor agreed pricing.
Actions that damage the reputation of Smart Red Sea.
Violation of this Vendor Policy or the platform\'s Terms & Conditions.
Repeated Cancellation Policy
If a Vendor cancels more than three (3) confirmed bookings within any 90-day period without a valid and acceptable reason, Smart Red Sea reserves the right to suspend or terminate the Vendor account and recover any costs, customer compensation, or damages incurred as a result of those cancellations.
12. Acceptance of this Agreement
By registering and operating as a Vendor on the Smart Red Sea platform, the Vendor confirms that they have read, understood, and agreed to comply with this Vendor Policy and all related platform Terms & Conditions.
Refund Policy
Cancellation & Refund Policy
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.
Cancellation / Return / Exchange Policy
Cancellation & Refund Policy
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.