Terms of Service

1. Introduction

Welcome to SAYEF ("the Platform"). SAYEF is an online marketplace operated in Marsa Matrouh, Egypt, that connects tourists ("Users" or "Tourists") with local service providers ("Providers") offering yacht trips, desert safaris, water sports, diving, chalets, and other coastal adventure experiences ("Services"). By accessing or using the Platform, you agree to be bound by these Terms of Service ("Terms"). If you do not agree, you must not use the Platform.

2. Eligibility & Accounts

You must be at least 18 years of age to create an account. By registering, you represent that the information you provide (name, email, phone number, and date of birth where required) is accurate and that you will keep it up to date. You are responsible for maintaining the confidentiality of your login credentials.

Provider accounts require administrative approval before Services can be listed. SAYEF reserves the right to suspend or terminate any account that violates these Terms. Registration may be disabled during platform maintenance or capacity restrictions.

3. The Marketplace Model

SAYEF acts solely as an intermediary marketplace. Providers are independent operators and are solely responsible for the quality, safety, and delivery of their Services. SAYEF does not own, operate, or control any yacht, vehicle, or experience listed on the Platform. All bookings create a direct contractual relationship between the Tourist and the Provider.

SAYEF charges a platform commission (percentage-based or fixed, depending on the service category) which is included in the displayed price. The Provider receives the base price after the commission is deducted. Promotional discounts reduce the amount paid by the Tourist; the Provider's base price is not affected by Tourist-facing promotions unless explicitly stated.

4. Booking & Payment Process

4.1 Booking Hold

When you initiate a booking, the selected time slot is temporarily reserved ("held") for you. This hold lasts for a limited duration (default: 20 minutes, configurable by the administrator). During this hold period, you must upload proof of payment to confirm your booking. The platform enforces a per-tourist limit on total guests in active holds to ensure fair access.

4.2 Payment Confirmation

Payments are made via bank transfer or InstaPay electronic wallet. You must upload a screenshot or receipt of your payment through the Platform. An administrator or moderator will review and confirm or reject your payment proof. Once confirmed, your booking status changes to "Confirmed" and you will receive a digital QR code ticket via email.

4.3 QR Code Tickets

Upon booking confirmation, a QR code ticket is issued to your email and is accessible in your Tickets page. Present this QR code upon arrival at the Service venue. It will be scanned by the provider's staff to verify your booking.

4.4 Hold Expiration

If you do not upload payment proof within the hold period, the booking automatically expires and the reserved spots are released back to inventory. No charges apply for expired holds.

4.5 Guest Limits

The Platform enforces per-booking and per-category guest limits to ensure fair access. You may not exceed the maximum number of pending guests allowed by the system at any given time.

5. Cancellation & Refund Policy

5.1 Tourist-Initiated Cancellation

Tourists may cancel bookings that are still in "Holding" status (before payment is uploaded). Cancelling a holding booking immediately releases the slot and any Tourist Wallet credit used for that booking is refunded to your wallet. Once payment proof has been uploaded, cancellations are at the administrator's discretion.

5.2 Refunds & Tourist Wallet

When a cancellation or refund is processed, the refunded amount is credited to your SAYEF Tourist Wallet — not returned to your original payment method. Wallet credits can be applied to future bookings on the Platform. Wallet balances are non-transferable and non-withdrawable.

5.3 No-Show Policy

If you fail to show up for a confirmed booking without prior cancellation, you forfeit the full booking amount. No refund or wallet credit will be issued for no-shows.

5.4 Provider-Initiated Slot Cancellation

If a Provider cancels a time slot that has confirmed bookings, affected Tourists receive a full refund to their Tourist Wallet. The Provider's wallet is debited for the corresponding amount. The Platform absorbs any margin loss from such cancellations.

6. Force Majeure & Administrative Cancellation

In the event of force majeure (severe weather, safety concerns, government restrictions, or other circumstances beyond reasonable control), SAYEF administrators or Providers may cancel scheduled Services. In such cases:

• Affected tourists will receive a full refund to their Tourist Wallet.
• Notifications will be sent via the Platform and, where possible, via email and WhatsApp.
• Provider wallet credits for cancelled bookings will be reversed.

SAYEF shall not be liable for any indirect damages, travel expenses, or consequential losses arising from force majeure cancellations.

7. Promotional Offers & Coupons

SAYEF may offer promotional discounts or coupon codes from time to time. Promotions are subject to specific terms including validity periods, usage limits (per user and total), applicable service categories, and day-of-week or date-range restrictions. Automatic discounts may be applied at checkout based on booking criteria. SAYEF reserves the right to modify or discontinue any promotion without prior notice.

8. Tourist Wallet

Each Tourist account may hold a SAYEF Wallet balance. Wallet credits are issued for refunds and are applied at checkout as a partial or full payment. Wallet credits:

• Are non-transferable between accounts.
• Cannot be withdrawn as cash.
• Do not expire while your account is active.
• Are forfeited if your account is suspended for a Terms violation.

9. Provider Obligations

Providers listed on SAYEF agree to:

• Deliver the Services as described in their listing (description, capacity, timing).
• Maintain all necessary licenses, permits, and safety equipment required by Egyptian law.
• Honour confirmed bookings and communicate any changes promptly via the Platform.
• Accept QR code ticket scanning as the method of Tourist check-in.
• Not contact tourists outside the Platform for payment or to circumvent SAYEF's commission structure.

Providers may pause new bookings for a specific service through the Provider Dashboard. Existing confirmed bookings are not affected by pausing.

10. Platform Controls & Availability

SAYEF reserves the right to temporarily restrict or disable platform features including new bookings, new registrations, or all public access (maintenance mode) without prior notice. These controls are implemented for safety, operational, or legal reasons and do not constitute a breach of these Terms.

11. Limitation of Liability

SAYEF provides the Platform on an "as-is" basis. To the maximum extent permitted by law, SAYEF shall not be liable for:

• Any injury, property damage, or loss arising from the use of a Provider's Services.
• Service quality, delays, or failures caused by Providers.
• Unauthorized access to your account due to your failure to protect your credentials.
• Technical disruptions, server outages, or data loss beyond SAYEF's reasonable control.

12. Intellectual Property

All content on the Platform (logos, designs, text, software) is the property of SAYEF or its licensors. You may not reproduce, distribute, or create derivative works without prior written consent. Providers retain ownership of images and descriptions they upload but grant SAYEF a non-exclusive license to display them on the Platform and in promotional materials.

13. Governing Law & Disputes

These Terms are governed by the laws of the Arab Republic of Egypt. Any disputes arising from or related to the use of the Platform shall be resolved by the competent courts of Marsa Matrouh, Egypt. Before pursuing legal action, parties agree to attempt resolution through direct communication via the Platform's support system.

14. Changes to These Terms

SAYEF reserves the right to update these Terms at any time. Material changes will be communicated via the Platform or email. Continued use after changes constitutes acceptance.

15. Contact

For questions about these Terms, please contact us through the Support section on the Platform or email us at info@sayef-matrouh.com. You may also reach us via our social media channels on Instagram, Facebook, and TikTok (@sayef.matrouh).