Cancellations and refunds

This page explains how cancellations and refunds work for bookings made through joytkt.com. It sits underneath, and should be read together with, our booking terms. Joy TKT LLC, company number 52107, registered at Sheraton Street, Hurghada, Red Sea Governorate, Egypt ("Joy TKT", "we", "us"), operates the site as agent for the independent tour, activity and transfer operators listed on it (each an "operator"). "You" means the traveller who makes the booking. This policy applies to every booking made through Joy TKT, wherever you and the operator are based.

1. What you are booking

Every booking on Joy TKT is for a single tour, activity or transfer run by one operator. It is not a travel package. Joy TKT does not combine flights, accommodation and other services into a package, so the insolvency and package protections in the Package Travel Directive (EU) 2015/2302 and, in the United Kingdom, the Package Travel and Linked Travel Arrangements Regulations 2018, do not apply to bookings made here. If you book more than one experience through us, each is a separate contract with its own operator, on its own terms.

The operator is the supplier of the experience and is responsible for running it, for holding the licences it needs to do so, and for the VAT or other tax due on it. Joy TKT arranges the booking as the operator's agent and applies the refund mechanics set out below.

2. The 14-day right of withdrawal does not apply here

Many online purchases in the European Union and the United Kingdom come with a 14-day right to change your mind, under the Consumer Rights Directive 2011/83/EU and, in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not apply to a booking for a service to be performed on a specific date or within a specific period, such as a tour, an activity or a transfer. This is set out in Article 16(l) of the Directive and, in the UK, in regulation 28(1)(b) of the 2013 Regulations. Instead, what applies is the cancellation window set by the operator, described below.

3. Cancelling your booking

Most experiences on Joy TKT can be cancelled free of charge up to 24, 48 or 72 hours before the departure time, depending on the operator. Some experiences are marked non-refundable, and this is always stated on the experience page and again before you pay.

The cancellation window counts back from the departure time in the local time where the experience runs, not your own.

To cancel, open your booking page — the link is in your voucher email, or under My bookings if you have an account — and use "Cancel this booking" while the window is open. You choose there whether the money goes back to your card or stays with us as Joy credit.

4. What you get back

Back to your card: we send the refund the same day we agree it; banks usually show it within five to ten working days, and this timing follows the rules of the card scheme concerned rather than anything we control.
As Joy credit: it is in your Joy Wallet immediately, worth the full amount you paid, spendable on any experience on Joy TKT, and valid for 24 months.

5. If the operator cancels

Occasionally an operator cancels — bad weather, a boat out of service, too few travellers on a shared departure, or the authorities closing a site. When that happens we tell you as soon as we know, and you choose: move to another date, take Joy credit, or have the full amount back on your card. You are never left out of pocket for a cancellation that is not yours.

6. Weather and other matters beyond control

Boat trips and diving are the experiences weather most often stops. The decision to cancel belongs to the operator and the port authority, and it is usually made the evening before or on the morning itself. The same applies to cancellations caused by other circumstances neither Joy TKT nor the operator can control — extreme weather, a natural event, action by a public authority, strikes, or a public health measure. A cancellation for any of these reasons is treated exactly like any other operator cancellation under section 5. If the trip runs and you decide not to go, the ordinary cancellation terms in section 3 apply instead.

7. Changing a booking

To move a date, change the party or change the pickup hotel, message the operator from your booking page. Most changes are free if there is room on the new date. A change that costs the operator money may be treated as a cancellation and a new booking, and we will tell you before anything is charged.

8. Late arrivals and missed pickups

If the driver cannot find you, cannot reach you on the number you gave, or you are not ready at the pickup time, the trip counts as a no-show and no refund is due under section 4. If you were ready and the driver did not come, tell us the same day — we check it with the operator and refund you in full where the mistake is theirs.

9. Points and credit

When a booking is refunded, whatever you spent from your Joy Wallet on it comes back to the wallet, and the points that booking would have earned are taken back. A partial refund returns and removes the same share.

10. Travel insurance

We recommend you take out your own travel insurance for every trip. This policy covers the price you paid Joy TKT for the booking; it does not cover flights, accommodation, medical costs, personal belongings, or losses that arise because an experience does not go ahead. Joy TKT holds no insurance of its own for the experiences listed on the site. Each operator is responsible for insuring the trips it runs, and you should check what that insurance covers before you travel.

11. Our liability

Joy TKT acts as agent for the operator. The operator is the supplier of the tour, activity or transfer and is responsible for running it safely and to the standard described on the site. Nothing in this policy excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that the law of your own country does not allow us to exclude or limit. Subject to that, Joy TKT's liability arising from a booking, including any liability for a refund not correctly processed, is limited to the price you paid for that booking.

12. Card payments and chargebacks

Please contact us before asking your bank or card issuer for a chargeback. Write to hello@joytkt.com with your booking reference and we will look into it; most refund queries are resolved without a chargeback being needed. Where a chargeback is raised for an amount we have already refunded as Joy credit, we may deduct that credit from your wallet. Refund timing to a card follows the rules of the relevant card scheme and can take five to ten working days to appear.

13. Complaints about a refund

If you think a refund has gone wrong, write to hello@joytkt.com with your booking reference, or message us on WhatsApp at +44 7871 581960. Support is available 24 hours a day, every day. Please write within 28 days of the trip date; we aim to respond within 30 days. A person reads every message.

If you are a consumer in the European Union and remain unsatisfied once we have responded, you may refer the matter to an alternative dispute resolution body recognised in your own country. Joy TKT is not a member of an ADR scheme at present; our final response will say whether we agree to take part in one.

Nothing in this section affects any right you have to bring a claim before the courts, as described in section 14.

14. Governing law and courts

This policy, and every booking made through Joy TKT, is governed by the laws of the Arab Republic of Egypt, and the courts of Hurghada have exclusive jurisdiction over any dispute arising from it. If you are a consumer habitually resident in another country, this clause does not take away any protection given to you by the mandatory consumer-protection law of that country, and does not remove your right, where that law gives you one, to bring proceedings before the courts of that country instead.

For general questions about how Joy TKT works, see About Joy TKT, our help centre, or contact us.