Terms & Conditions

1. About SÉRGO

SÉRGO provides tourism, concierge, transportation coordination, airport assistance, accommodation support, restaurant and lounge reservations, beach access arrangements, and related travel assistance services in Egypt.

2. Service Requests and Availability

All SÉRGO service requests are subject to availability, supplier confirmation, and final approval by SÉRGO.

Submitting a request does not guarantee availability, access, pricing, reservation, or confirmation.

SÉRGO reserves the right to accept, reject, modify, or cancel a request where necessary due to availability, supplier rules, operational limitations, legal requirements, or service suitability.

3. Prices and Payment

Prices may be quoted in EGP, USD, or another agreed currency depending on the service and client request.

The final payable amount and payment currency will be confirmed before payment.

A booking or service request is only confirmed after payment is completed and confirmed.

Payments may be collected through payment links, POS devices, bank transfer, or any other approved payment method provided by SÉRGO.

Payment processing fees, bank fees, currency conversion differences, or third-party charges may apply where relevant.

4. Service Confirmation

A service is considered confirmed only after:

• SÉRGO confirms availability
• The client agrees to the final service details and price
• Payment is completed and confirmed
• SÉRGO issues confirmation through the website, WhatsApp, email, or another official communication method

Until confirmation is issued, services remain subject to availability and supplier approval.

5. Cancellation, Modification, and Refunds

Cancellation, modification, or refund requests must be submitted through SÉRGO’s official website, WhatsApp, or email.

Refund eligibility depends on:

• Type of service
• Timing of cancellation
• Supplier policy
• Whether the service has already been confirmed, reserved, prepared, assigned, or delivered
• Any costs already incurred by SÉRGO or its suppliers

Any non-refundable supplier fees, confirmed reservation costs, transportation preparation costs, payment processing fees, banking fees, or third-party charges may be deducted from the refund amount.

Approved refunds will be processed through the same payment method whenever possible.

Refund processing may take up to 15 working days from approval. The time required for the refunded amount to appear in the client’s account may vary depending on the bank, card issuer, or payment provider.

SÉRGO does not guarantee refunds for services that have already been delivered, partially delivered, prepared, reserved, assigned, or made non-refundable by a supplier.

6. Timing and Delivery of Services

Service dates, times, and delivery details are based on the selected service, availability, supplier confirmation, and client request details.

Estimated timings may vary due to traffic, venue rules, supplier availability, operational changes, weather conditions, security procedures, government actions, or circumstances outside SÉRGO’s control.

SÉRGO will make reasonable efforts to deliver services professionally and on time, but exact timings may be affected by external conditions.

7. Client Responsibilities

Clients are responsible for providing accurate information.

SÉRGO is not responsible for delays, failed service delivery, denied access, or additional costs caused by incorrect information, late arrival, no-show, missing identification, failure to follow venue rules, inappropriate behavior, or changes requested by the client after confirmation.

8. Third-Party Suppliers

Some SÉRGO services are arranged through third-party suppliers, including restaurants, lounges, nightlife venues, beaches, hotels, transportation providers, experience providers, and other partners.

Final access, entry, seating, upgrades, availability, service conditions, and acceptance may remain subject to the supplier’s own policies, capacity, dress code, age restrictions, identification requirements, security procedures, and operational rules.

SÉRGO will make reasonable efforts to arrange and coordinate the requested service, but third-party supplier rules remain applicable.

9. Venue Access and Conduct

For venues, restaurants, lounges, nightlife locations, beaches, hotels, and private experiences, clients must comply with all applicable rules, including dress code, age requirements, identification checks, conduct standards, security instructions, and venue policies.

SÉRGO is not responsible if a client is denied entry or removed due to failure to comply with these rules.

10. No Cash-Out or Third-Party Payment Processing

SÉRGO does not provide cash-out services and does not process payments on behalf of unrelated third parties.

All payments must relate to legitimate SÉRGO services.

SÉRGO may reject or cancel any transaction that appears suspicious, unrelated to SÉRGO services, incomplete, inaccurate, or inconsistent with payment provider requirements.

11. Chargebacks and Payment Disputes

If a client raises a payment dispute or chargeback, SÉRGO may provide relevant evidence to the payment provider, bank, or card issuer, including service requests, communication records, confirmations, supplier proofs, invoices, receipts, and delivery evidence.

Clients should contact SÉRGO first regarding any service, cancellation, refund, or payment issue so it can be reviewed properly.

12. Force Majeure

SÉRGO is not responsible for delays, cancellations, denied access, or service disruptions caused by circumstances outside its control, including but not limited to weather conditions, traffic, road closures, security procedures, government actions, venue decisions, supplier issues, technical outages, payment provider issues, emergencies, or force majeure events.

13. Website Information

SÉRGO aims to keep website information accurate and updated. However, services, availability, pricing, locations, suppliers, and experience details may change without prior notice.

Final service details are confirmed directly with the client before payment and confirmation.

14. Contact

For service, cancellation, refund, support, or payment requests, clients may contact SÉRGO at:

Email: info@sergoegypt.com

15. Acceptance

By submitting a request, confirming a booking, or completing payment, the client confirms acceptance of SÉRGO’s Terms & Conditions, cancellation rules, refund policy, supplier conditions, and service requirements.