Operation & terms

The fine print, in plain words.

Please read these before you book. This page summarizes the key points. Every trip page also lists its own payment and cancellation terms, and those apply to that trip.

Read the full document (Arabic PDF)

Hotels

Check-in and check-out: Official check-in is 14:00 and check-out is 12:00. Early check-in and late check-out depend on availability, cannot be guaranteed in advance, and may carry hotel fees.
Extra charges: Our hotel rates include 10% VAT and 2% city tax. They do not include phone calls, minibar, laundry, in-room dining, special set-ups, or extra room cleaning.
Deposit: Most hotels ask for a deposit at check-in, by card pre-authorization or in cash, to cover damage and unpaid extras. It is returned or released at final settlement. Card release times depend on your bank.
Personal belongings: Keep valuables in the room safe or hotel safe. Tour Tesla is not responsible for items left unattended. Report any loss to reception at once, in writing.
Booking details: You are responsible for the accuracy of the details in your request and on your voucher, including room type, number of guests, children, birth dates and dates of stay. Name changes after confirmation need the hotel’s prior approval.
No-show: Once the free-cancellation period ends, a guest who does not arrive and has not cancelled or changed the booking is charged at least one night, or the full booking value where the hotel’s policy says so.
Cancellation and force majeure: Ordinary cancellations follow the hotel policy shown on your booking invoice. Force majeure covers natural disasters, public health emergencies, war or unrest, airport closures, and the death of a guest or first-degree relative, with proof. In those cases we work with the hotel on a waiver, alternative booking, refund, voucher or date change. Non-refundable bookings are reviewed exceptionally by the hotel, with no obligation.

Tours

Confirmation: Check that the tours and activities in your programme match your voucher. We are not responsible for changes or additions not confirmed on the voucher or by official email.
Delays: Tour time starts when the vehicle reaches your place of stay, and you are told of its arrival by phone, message or WhatsApp. Transfer time counts within the tour. There is a grace period of up to 30 minutes, after which the driver may leave with no refund. Traffic or force majeure delays of up to 60 minutes are not counted against the tour. Beyond that, the agency may reschedule.
Changes and add-ons: Extending a tour on the day depends on availability and agreed cost. Swapping a tour, adding a tour, or cancelling a tour for a full refund requires at least 24 hours’ notice before the scheduled tour. Later cancellations are charged in full.
Returning mid-tour: You may return to the hotel to rest during a tour, but the travel time counts as tour time and a tour’s hours cannot be split into periods.

Transport & transfers

Before your flight: Be ready at least 5 hours before departure. If you cause a delay or change this time, you are responsible for the consequences, including a missed flight or added cost.
Changing a transfer: Tell us at least 24 hours in advance. Otherwise the vehicle will arrive at the original time and the service counts as used, with no refund.
Airport pick-up: The driver waits up to 90 minutes from the landing time. An authorized representative meets you with a sign showing your name, Tour Tesla, or an agreed code. Keep your registered phone on and connected. Tell us at once about any flight number or landing time change.
Departure and inter-hotel transfers: The vehicle waits up to 30 minutes from the agreed time. After that the driver may leave and the service is treated as completed, with no refund.
Stops and routes: A transfer runs directly between two agreed points. Extra stops need 24 hours’ notice and carry an added cost. Vehicles normally use ordinary roads. Toll roads are at your cost, paid directly to the driver, by prior arrangement.
Cancelling a transfer: Full refund with at least 24 hours’ notice. Under 24 hours, the full value is charged.

Domestic flights

Changes and cancellations: These follow the airline’s policy. You bear all resulting fees and penalties, which vary by ticket type, class and timing.
Baggage: Domestic tickets include 15 kg per traveller unless the airline states otherwise. Excess weight is charged per kilo.
Schedule changes and delays: Tour Tesla is not responsible for airline schedule changes or departure delays. If a change prevents you from flying, the amount is non-refundable.
No-show and refunds: A missed flight is not refunded and the ticket counts as used. All domestic flight bookings are non-refundable once issued.
Name corrections: Allowed only for minor errors that do not affect the traveller’s identity, such as adding or removing a letter, swapping two letters, or a slight spelling mistake.