Refund & Cancellation Policy

1.Who decides a refund

The agency's own refund and cancellation policy governs. The agency is the operator of the trip and the seller, so it is the agency that decides whether a refund is due, how much it is, and when it is paid.

KemeTrip does not decide refunds, does not approve or reject them, and does not pay them. We are the platform that introduced the school to the agency. We can pass a request on and we keep a record of what was agreed, but the decision is not ours to make.

Before awarding a trip, a school should ask the agency for its cancellation terms in writing and keep them with the offer. Those terms are the ones that apply.

All amounts are in Egyptian Pounds (EGP).

2.How payment works today

Payment for a school trip is currently arranged directly between the school, the agency, and guardians, by whatever method they agree — for example a guardian paying the school, and the school settling with the agency.

KemeTrip does not receive, hold, or forward that money. Nothing is paid to us, so there is nothing for us to refund.

Because the money does not pass through the platform, a refund is returned by whoever received it. If a guardian paid the school, the school returns it. If the school paid the agency, the agency returns it to the school.

3.How a guardian raises a refund request

A guardian should contact their school. The school is the guardian's point of contact for anything to do with a school trip, including a withdrawal, a cancellation, or a request for money back.

The school raises the request with the agency, and the agency decides it under its own policy.

A guardian does not need a KemeTrip account to do this, and does not need to contact KemeTrip. If a guardian does contact us, we will direct them to their school; we cannot decide the outcome or release any money.

Withdrawing a student from a trip is a separate act from a refund. A guardian who no longer wants their child to travel should tell the school straight away, whatever happens with the money.

4.If the trip is cancelled

If the agency cancels the trip, what is returned is governed by the agency's policy and by what the school and the agency agreed when the trip was awarded.

If the school cancels the trip, the same applies: the agency's terms decide what, if anything, the agency retains, and the school decides what it returns to guardians out of what it received.

In either case KemeTrip has received nothing and returns nothing.

5.The school's own administrative amount

A school may add its own administrative amount per student on top of the agency's price. Where an amount was added, it is shown to the guardian as a separate line before they approve.

That amount is the school's, not the agency's and not KemeTrip's. If it is to be returned, it is returned by the school. The agency's refund policy does not govern it, and KemeTrip has no part in it.

6.Timing

We do not promise a refund timeline for a school trip, because we do not control it. The money is not held by us, and the decision is not ours.

The agency, or the school, should tell you when to expect a refund. Where a bank or a payment provider is involved, their own processing times apply on top.

7.If online payment is enabled

Where online payment for a school trip is offered through the platform, it is carried out by a licensed payment provider and settles to the agency as merchant of record. KemeTrip does not hold the funds at any point.

Even then, this policy is unchanged in substance: the agency's own policy still governs whether a refund is due, and a refund is issued by the party that received the money, through the same provider it came in on. KemeTrip does not gain the ability to approve, refuse, or release a refund by virtue of a payment being made online.

8.Individual traveller bookings

This section applies only where KemeTrip's individual traveller marketplace is available to you. That marketplace is currently not open to the public; this section is kept here so that it is accurate if and when it is enabled, and it does not apply to school trips.

In the traveller marketplace, a booking is confirmed only once its payment status becomes 'paid'; a 'failed' payment means no booking was created and no refund is required.

When a traveller cancels a confirmed booking, the refund amount is calculated from the trip's start date at the moment of cancellation, according to the following schedule:

• 7 or more days before the trip date: a full refund of the amount paid, minus a 3% payment gateway processing fee.

• Between 3 and 7 days before the trip date: a 50% refund of the amount paid.

• Fewer than 3 days before the trip date, or a no-show: no refund is due.

Individual agencies may offer additional cancellation terms, which are shown to the traveller before a booking is completed.

If the agency cancels a trip, the traveller is entitled to a full refund of 100% of the amount paid, with no fees deducted.

About the 3% processing fee: trip prices displayed on KemeTrip are inclusive of all fees shown, and a traveller is never charged more than the displayed total when booking. The 3% deduction applies only to eligible refunds and reflects the non-recoverable fee charged by the payment gateway when a completed payment is reversed. It is a fee on the refund, not an additional charge on the original booking.

Promo code discounts are never refundable as cash and cannot be redeemed for cash under any circumstances. A refund is calculated on the amount actually paid after any promo discount was applied.

A traveller can request a cancellation and refund for an eligible booking directly from their account. The request is submitted to KemeTrip, which processes the refund through the Paymob payment gateway in accordance with this policy. Approved refunds typically take 5 to 14 business days to reflect in a bank account or card statement.

9.Contact us

For any question about this policy, contact us at info@kemetrip.com, or on WhatsApp at +2 01226692062. For a refund on a school trip, please contact your school first — it is the fastest route and the one that can actually resolve it.