Cancellation and Refund Policy

Every booking made on the Company's websites is subject to the cancellation terms of Israeli law, set out in Chapter Two below, whichever country the service is delivered in and whoever the supplier is.

Section 14C2 of the Israeli Consumer Protection Law, 1981, allows a trader to offer the customer a choice between the cancellation terms of Israeli law and those of a foreign supplier, for a service delivered entirely outside Israel. The Company does not use that option and does not offer such a choice.

Supplier cancellation terms are described in Chapter Three below. They do not reduce your rights under Israeli law. They matter only to sums actually charged to the Company that cannot be recovered, as set out in clause 2.4.

In a distance sale under the Israeli Consumer Protection Law, 1981, you may cancel within fourteen (14) days of making the booking or of receiving the document containing the transaction details, whichever is later.

For accommodation, travel, holiday and leisure services, notice must reach us at least seven (7) days, not counting rest days, before the service is due to be provided.

Cancellation fee. Where you cancel under this chapter, the Company charges a fee no higher than five per cent (5%) of the price, or 100 Israeli shekels, whichever is the lower.

In addition to that fee, the Company may deduct sums it has actually been charged and cannot recover, provided those sums were disclosed to you in advance in the transaction details, and are supported by evidence which will be produced on request.

The document containing the transaction details, including an explanation of the right to cancel and how to use it, is sent to you in the body of the booking confirmation email, and will be sent again on request.

Supplier cancellation terms vary by service, by destination and by season. The terms that apply to your booking are shown in full before payment and appear in the transaction details and on the voucher.

The table below is illustrative and not binding. The binding terms are the ones given to you for your own booking:

Where a supplier has charged the Company a sum it cannot recover, the Company may deduct it under clause 2.4 above, provided the sum was disclosed to you in writing before payment and is supported by evidence which will be produced on request. You will be given the calculation for every deduction.

A rate marked "non-refundable" is shown to you prominently before payment, and is never used without that disclosure. Your rights under Chapter Two above apply to such a rate as they do to any other.

A customer aged sixty-five (65) or over, whose booking followed a conversation with us — by telephone or in an online exchange — may cancel within four (4) months of making it, provided notice reaches us at least seven (7) days, not counting rest days, before the service.

This right is in addition to the rights in Chapter Two above.

The Company may ask to see proof of age in order to give effect to this right, and will not attach any other condition to it.

Notice may be given in any of the following ways, all of which carry equal weight:

Please give the name on the booking, the booking number and identifying details. You do not have to give a reason, and the Company will not make acceptance of your notice conditional on giving one.

The Company confirms in writing that your notice was received, and when, no later than one business day after it is given.

Cancellation fees are calculated from the moment your notice reaches the Company, not from the moment it is processed by us or by the supplier.

If a supplier cancels the service, or notifies a material change to it, the Company will tell you as soon as it can and will offer you, at your choice alone:

"Material change" includes, without limitation: a change of date or time; a change of property or a downgrade of its rating; a vehicle from a lower category; a significant change of route; or a change in price.

The Company will not substitute a supplier or a property after a booking is confirmed, except for a genuine and justified reason given to you in writing, and in every case subject to your right to take a full refund instead of the alternative offered.

Where the Company cancels a booking on its own initiative and not because of a breach by you, the full price is refunded and no cancellation fee is charged.

Nothing in this chapter limits your right to compensation for loss actually suffered, subject to the Terms of Engagement and to the law.

Where exceptional circumstances at the destination or close to it, as defined in clause 13.1 of the Terms of Engagement, materially affect the service or the ability to reach it, either party may cancel the booking by notice in writing, and the Company charges no cancellation fee.

On such a cancellation the Company refunds everything it has received and has been able to recover from the supplier, and will make a reasonable, documented effort to recover the rest, telling you what it did and what came of it.

Credit vouchers. The Company will not press a voucher on you in place of your money. If you agree to one, your agreement is recorded, and the voucher will be worth no less than the refund, valid for at least a year, and transferable once at no charge. Anything left unused when it expires is refunded in money.

Nothing in this chapter affects your rights against an airline or against your insurer.

Where a booking is cancelled because of a defect in the service, a mismatch between what was supplied and what was booked, late delivery, or any other breach of the contract, no cancellation fee is charged at all.

So that the problem can be put right on the spot and your rights are fully preserved, please tell the supplier there and then, and tell the Company at the same time, on +972-55-720-0440 or by email, as soon as you notice it, with photographs or other evidence where you can.

If the mismatch cannot be put right, the Company will arrange a suitable alternative at no extra cost, and failing that, a partial or full refund in proportion to what went wrong.

Requests to change a date, a passenger name or a type of service are taken up with the supplier. Whether a change is possible, and what it costs, is the supplier's decision, and the Company passes on their answer.

A change the supplier cannot make counts as a cancellation, and Chapter Two above applies to it.

Correcting a spelling mistake in a passenger's name, where the person is plainly the same person, is handled without any charge from the Company, subject to anything the supplier charges.

Refunds are paid to the original means of payment, unless you tell us otherwise in writing and we can verify your identity.

Refunds are paid within fourteen (14) days of your notice of cancellation, or of the day the right to a refund arose, whichever is the earlier.

A refund in a foreign currency is converted at the clearing rate on the day it is paid. Differences between the rate on the day you were charged and the rate on the day you were credited are not the Company's responsibility, provided the Company refunded the full amount it took, in the currency it took it in.

When the credit appears on your statement is decided by your card issuer and your bank, and may take a few further business days that are outside the Company's control.

Every refund comes with a written note showing the calculation: what was paid, what was deducted, why each deduction was made, and what is being returned.

If you do not turn up and have given no notice of cancellation, that counts as not using the service, and no refund is due, unless the supplier's policy or the law says otherwise.

Even so, the Company will ask the supplier for a refund or a partial credit and will pass on their answer. That is an undertaking to ask, not an undertaking as to the outcome.

If you could not use the service for medical reasons or for another reason outside your control, you may be able to claim on your insurance. The Company will give you, on request, whatever documents you need in order to make that claim.