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Complaints & Dispute Resolution Policy

Last Updated: July 17, 2026 -Effective Date: July 17, 2030

At Nuvago Travel & Tourism (“Nuvago”, “we”, “our”, or “us”), customer satisfaction is at the core of everything we do. We strive to provide exceptional travel experiences, professional destination management services, and high-quality customer support. However, we recognize that concerns or disputes may occasionally arise. This Complaints & Dispute Resolution Policy outlines the procedures for submitting complaints, how complaints are investigated, the resolution process, and the responsibilities of both Nuvago and our customers.

Our objective is to resolve concerns fairly, transparently, and efficiently while maintaining the highest standards of professionalism, integrity, and customer care.

1. Purpose of This Policy

This policy establishes a clear framework for handling customer complaints related to any products or services offered by Nuvago Travel & Tourism. It ensures that every complaint receives appropriate attention and is handled consistently, fairly, and in accordance with applicable laws and industry best practices.We believe that customer feedback is valuable in helping us continuously improve our services and strengthen our commitment to excellence.

2. Scope of This Policy

This policy applies to all services provided directly by Nuvago Travel & Tourism, including but not limited to:
  • Package Tours
  • Tailor-Made Holidays
  • Airport Transfers
  • Private Transportation Services
  • Hotel Reservations
  • Nile Cruises
  • Day Tours & Excursions
  • MICE Services (Meetings, Incentives, Conferences & Exhibitions)
  • Corporate Travel Management
  • Visa Assistance Services
  • Travel Consultation Services
  • Any additional tourism-related services offered by Nuvago.
This policy also applies to complaints regarding our customer service, booking process, payment procedures, communications, or administrative services.

3. Our Commitment to Customer Satisfaction

Nuvago Travel & Tourism is committed to providing every customer with professional, reliable, and high-quality travel services. We value every client’s opinion and treat all complaints as opportunities to improve our services and strengthen long-term relationships.When handling complaints, we are committed to:
  • Listening carefully and respectfully.
  • Conducting objective and impartial investigations.
  • Maintaining confidentiality where appropriate.
  • Communicating openly throughout the process.
  • Providing timely responses.
  • Seeking practical and fair resolutions whenever possible.

4. Who May Submit a Complaint

Complaints may be submitted by:
  • The customer who booked the service.
  • An authorized representative acting on behalf of the customer.
  • A corporate client or organization responsible for the booking.
  • A legal guardian when applicable.
For privacy and security reasons, we may request verification of identity before discussing booking information or processing a complaint.

5. Types of Complaints We Handle

Customers may submit complaints regarding, but not limited to:
  • Booking errors.
  • Incorrect reservation details.
  • Transportation delays attributable to our services.
  • Hotel booking issues.
  • Tour operation concerns.
  • Customer service experience.
  • Billing or payment disputes.
  • Refund requests.
  • Website or online booking issues.
  • Communication problems.
  • Service quality concerns.
  • Accessibility issues.
  • Supplier performance when booked through Nuvago.
We encourage customers to report concerns as soon as reasonably possible so that corrective action can be taken promptly.

6. Complaints That Cannot Be Accepted

Certain matters fall outside the scope of this policy and may not be eligible for investigation or resolution by Nuvago, including:
  • Complaints submitted anonymously without sufficient supporting information.
  • Complaints containing abusive, threatening, discriminatory, or offensive language.
  • Complaints concerning matters outside Nuvago’s control, including governmental decisions, border restrictions, immigration authorities, customs procedures, airline operational decisions, weather conditions, or force majeure events.
  • Complaints relating solely to independent third-party suppliers where Nuvago acted only as an intermediary and had no operational control.
  • Requests submitted after unreasonable delays that prevent a proper investigation.
Where appropriate, we may still provide guidance or assist customers in contacting the relevant supplier directly.

7. How to Submit a Complaint

If you are dissatisfied with any aspect of our services, we encourage you to notify us as soon as possible. Early communication often enables us to resolve issues quickly and minimize any inconvenience during your travel experience.Complaints may be submitted through the following official channels:
  • Email: info@nuvagotravel.com
  • Phone / WhatsApp: +20 104 494 6436
  • Website Contact Form: Available on our official website.
  • Written Correspondence: Where applicable.
Customers should avoid submitting the same complaint through multiple communication channels simultaneously, as this may delay the investigation process.

8. Information Required When Submitting a Complaint

To ensure an efficient investigation, customers should provide sufficient information, including:
  • Full Name.
  • Booking Reference Number.
  • Email Address.
  • Telephone Number.
  • Travel Dates.
  • Destination.
  • Description of the issue.
  • Date and time the incident occurred.
  • Names of any Nuvago representatives involved, if known.
  • Supporting documents, receipts, screenshots, photographs, or correspondence where available.
Incomplete complaints may require additional information before an investigation can begin.

9. Complaint Submission Time Limits

Customers are encouraged to raise concerns immediately whenever possible. Prompt reporting often allows issues to be resolved during the trip.Where immediate resolution is not possible, formal complaints should normally be submitted within fourteen (14) calendar days following the completion of the booked services.Complaints received significantly after this period may be more difficult to investigate due to unavailable records or limited access to supplier information. While we may still review late submissions, we cannot guarantee that they can be fully investigated.

10. Acknowledgement of Complaints

Upon receipt of a complaint, Nuvago will acknowledge its receipt within a reasonable timeframe.The acknowledgement may include:
  • Confirmation that the complaint has been received.
  • A unique reference number where applicable.
  • The name or department responsible for handling the case.
  • An estimated timeframe for the investigation.
  • Any additional information required from the customer.
Acknowledgement does not constitute acceptance of liability or confirmation of the facts described in the complaint.

11. Complaint Assessment

Every complaint is initially assessed to determine:
  • Whether it falls within the scope of this policy.
  • The urgency of the matter.
  • The departments or suppliers involved.
  • The supporting evidence available.
  • The appropriate investigation process.
Certain complaints requiring immediate attention, such as customer safety concerns, may receive priority handling.

12. Investigation Process

Each complaint is investigated fairly, objectively, and without bias. Depending on the nature of the complaint, our investigation may include:
  • Reviewing booking records.
  • Examining payment transactions.
  • Reviewing internal communications.
  • Consulting operational staff.
  • Communicating with hotels, airlines, transportation providers, or other suppliers.
  • Reviewing photographs, videos, or supporting documentation provided by the customer.
  • Obtaining statements from relevant personnel.
The complexity of each investigation varies depending on the circumstances involved.

13. Customer Responsibilities During the Investigation

To facilitate a fair investigation, customers are expected to:
  • Provide truthful and accurate information.
  • Respond promptly to requests for clarification.
  • Submit supporting evidence where available.
  • Cooperate respectfully with our customer support team.
  • Refrain from providing false or misleading information.
Failure to cooperate may delay or limit our ability to investigate the complaint effectively.

14. Nuvago’s Responsibilities

During the complaint handling process, Nuvago will:
  • Treat every customer fairly and respectfully.
  • Maintain confidentiality wherever appropriate.
  • Investigate complaints impartially.
  • Communicate significant updates when available.
  • Consider all relevant evidence before reaching a conclusion.
  • Provide a clear explanation of the outcome.
Our goal is always to achieve a reasonable and mutually satisfactory resolution whenever possible.

15. Response Time

While response times may vary depending on the complexity of the matter, Nuvago aims to resolve complaints as efficiently as possible.More complex cases involving multiple suppliers, international travel arrangements, insurance providers, airlines, or governmental authorities may require additional time.If additional time is necessary, we will inform the customer and provide updates regarding the status of the investigation whenever appropriate.

16. Resolution Options

Following the completion of our investigation, Nuvago Travel & Tourism will determine the most appropriate resolution based on the facts, supporting evidence, contractual obligations, and applicable laws. Every complaint is assessed individually, and outcomes may vary depending on the specific circumstances.Possible resolutions may include, but are not limited to:
  • A detailed explanation of the findings.
  • A formal apology where appropriate.
  • Correction of administrative or booking errors.
  • Replacement or re-arrangement of affected travel services where feasible.
  • Travel credit for future bookings.
  • Partial or full refunds in accordance with our Cancellation & Refund Policy.
  • Compensation where legally required or contractually applicable.
  • Recommendations for improvements to prevent similar issues.
The resolution offered shall not constitute an admission of liability unless expressly stated by Nuvago.

17. Complaints Related to Refunds

Where a complaint includes a request for a refund, the request will be evaluated in accordance with:
  • The booking confirmation.
  • Our Cancellation & Refund Policy.
  • The applicable supplier’s cancellation rules.
  • The nature of the services already provided.
  • Applicable consumer protection laws.
Refund requests may require additional documentation before a final decision can be made.Approved refunds will be processed using the original payment method whenever reasonably possible unless otherwise agreed.

18. Complaints Involving Third-Party Suppliers

Many travel services offered by Nuvago are delivered by carefully selected independent suppliers, including airlines, hotels, cruise operators, transportation companies, museums, attractions, and local service providers.Where a complaint concerns the performance of an independent supplier, Nuvago will:
  • Assist the customer in communicating with the supplier.
  • Provide relevant booking documentation.
  • Facilitate discussions where appropriate.
  • Request clarification from the supplier.
  • Advocate for a fair outcome whenever possible.
However, Nuvago cannot guarantee that an independent supplier will approve compensation, refunds, upgrades, or any requested remedy, as such decisions remain within the supplier’s discretion unless otherwise required by law.

19. Force Majeure Events

Complaints arising directly or indirectly from Force Majeure Events may not be eligible for compensation. Such events include, but are not limited to:
  • Natural disasters.
  • Floods.
  • Earthquakes.
  • Severe weather conditions.
  • Pandemics or epidemics.
  • Government restrictions.
  • Border closures.
  • Political unrest.
  • Acts of terrorism.
  • War.
  • Civil disturbances.
  • Airport closures.
  • Transportation strikes.
  • Other events beyond the reasonable control of Nuvago.
In such situations, we will make every reasonable effort to assist our customers and minimize disruption, but compensation may not be available.

20. Fraudulent or False Complaints

Nuvago reserves the right to reject complaints that are found to be fraudulent, intentionally misleading, or supported by falsified documentation.Knowingly providing false information may result in:
  • Closure of the complaint.
  • Cancellation of future bookings.
  • Refusal of future services.
  • Legal action where appropriate.

21. Escalation Procedure

If a customer is dissatisfied with the outcome of our investigation, they may request that the complaint be reviewed by senior management.An escalation request should clearly explain:
  • Why the customer disagrees with the original decision.
  • Any new supporting evidence.
  • The preferred outcome being requested.
Senior management will conduct an independent review before issuing a final internal decision.

22. Alternative Dispute Resolution

Before initiating formal legal proceedings, both parties agree to make reasonable efforts to resolve disputes through constructive dialogue, negotiation, or other mutually agreed alternative dispute resolution methods where appropriate.Nothing in this policy limits any legal rights available to customers under applicable laws.

23. Confidentiality

All complaints are handled confidentially. Information provided during the complaint process will only be shared with employees, suppliers, professional advisers, insurers, or governmental authorities where necessary to investigate or resolve the matter, or where disclosure is required by law.

24. Record Keeping

Nuvago maintains records of complaints for quality assurance, staff training, legal compliance, and continuous service improvement.Complaint records are retained only for as long as necessary to fulfill legal, contractual, and operational obligations in accordance with our Privacy Policy.

25. Continuous Improvement

Customer feedback plays a vital role in helping us improve our services. Trends identified through complaint investigations may lead to operational improvements, additional staff training, supplier performance reviews, policy updates, or service enhancements.We value every customer’s feedback and appreciate the opportunity to improve.

26. Governing Law and Jurisdiction

This Complaints & Dispute Resolution Policy shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt.Any dispute that cannot be resolved through our complaint procedures or mutual negotiations shall be subject to the exclusive jurisdiction of the competent courts of the Arab Republic of Egypt, unless otherwise required by applicable law.

27. Changes to This Policy

Nuvago reserves the right to amend or update this Complaints & Dispute Resolution Policy at any time to reflect changes in our services, legal requirements, or operational practices.The latest version will always be published on our official website, and the effective date will indicate when the revised policy becomes applicable.

28. Contact Us

If you have any questions regarding this policy or wish to submit a complaint, please contact us using the details below:
  • Nuvago Travel & Tourism
  • Email: info@nuvagotravel.com
  • Phone / WhatsApp: +20 104 494 6436
  • Business Hours: Sunday to Thursday, 9:00 AM – 6:00 PM (Egypt Time), unless otherwise announced.

Effective Date

This Complaints & Dispute Resolution Policy is effective from the date it is published on the official Nuvago Travel & Tourism website and remains in force until replaced by a newer version.