Help and FAQs
Short answers to the questions we hear most. The booking and refund policies carry the full conditions.
Which Office Handles My Booking?
The UAE office handles destinations outside Turkey. The Turkey office handles Turkey trips only.
What Is the Difference Between a Group and a Private Trip?
Group trips follow a published departure date and programme. Private trips are planned around your dates and preferences. The written proposal confirms your arrangements.
Are All Groups for Women Only?
No. Each trip page specifies the group format, including women-only or men-only departures where applicable.
Is the Price Per Person or Per Package?
Check the pricing basis on the trip page. Some prices are per person by room type; others are a total for a specified number of travellers.
What Does a VIP Tour Include?
Unless otherwise stated in writing, transportation, parking, road tolls and bridge tolls only. Meals, entrance fees, activities and personal expenses are excluded. An inclusion expressly listed in your written package remains included.
Are Flights and Visas Included?
Only if expressly stated in your package. Check international flights, domestic flights and visa costs separately. Visa assistance does not guarantee approval or entry, and visa fees are non-refundable if an application is rejected.
When Must I Complete Payment?
The full balance must be paid at least 25 days before departure. The deposit amount is stated in your quotation. Failure to meet the balance deadline may result in cancellation without a deposit refund. Bookings accepted within 25 days require full payment at confirmation.
Can I Cancel a Private Tour?
High-season private tours are non-cancellable and non-refundable for traveller-requested cancellations. In low season, requests received at least 72 hours before the scheduled start qualify for a refund less any applicable cancellation penalty. With less than 72 hours' notice, no refund applies. The applicable season and penalties must be communicated before payment.
Can I Cancel a Hotel or Bungalow Booking?
Traveller-cancelled hotel and bungalow bookings are non-refundable. If the property cancels, we offer an alternative of the same standard for your approval or a full refund for the affected accommodation.
Are Flight Tickets Refundable?
The issuing airline's fare conditions apply. Low-cost and Economy tickets are generally non-refundable unless a refundable option is expressly provided. Business Class refunds also depend on the ticket conditions.
What If Safrago Cancels My Group Because There Are Too Few Travellers?
You receive a full refund of the trip amount paid to Safrago. This does not cover independently purchased services.
How Are Approved Refunds Paid?
By bank transfer within 10-15 business days after funds are received from the supplier, or after approval if no supplier repayment is involved. The traveller bears bank transfer fees unless applicable law requires otherwise. See Refunds.
Can I Change My Booking?
Changes are subject to availability and may incur additional charges. Contact the booking team in writing and obtain confirmation before relying on a change.
Can I Cancel a Digital Product or Online Service?
Digital products and electronic services, including online consultations, are non-cancellable and non-refundable after purchase, subject to mandatory legal rights. Contact us about access problems or non-delivery.
Should I Upload My Passport to the Website?
No. The booking team requests passport copies through WhatsApp when necessary.
Can I Request a Single Room or Special Arrangements?
Check the trip's room options and tell us before booking about essential dietary or accessibility needs. Availability and pricing vary; essential arrangements should be confirmed in writing.
Will Amna Accompany My Group?
Contact us to confirm the assigned host for your departure. Amna does not automatically accompany every trip.
What If My Flight Is Delayed or Cancelled?
Contact the booking team promptly. Airline fare conditions and passenger rights apply. Safrago is not liable for resulting losses or additional expenses beyond its control to the extent permitted by law. Refunds for affected travel services follow their applicable conditions.
These answers do not remove mandatory rights under applicable law. Read Terms and Booking and Cancellation for the full conditions.