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Cancellation, Return, and Refund Policy – Giraffe Urban Experiences Ltd.

General – Market boxes, tours, and workshops

1.1. Notice of cancellation and refund

1.1.1. A customer who wishes to cancel their purchase shall notify the company thereof by one of the methods of contact listed below.

1.1.2. Immediate cancellation (order error): You may cancel a transaction without any cancellation fees within one hour of making the payment. After this time, the cancellation terms detailed below in this document will apply.

1.1.3. Cancellation fees (under the Consumer Protection Act): In the event of cancellation permitted by law (as detailed in Section 1.4), the Company shall be entitled to charge a cancellation fee of 5% of the transaction value or NIS 100, whichever is lower.

1.1.4. In cases where the cancellation is not within the scope of the statutory right of cancellation (e.g., close to the tour date), the full or graduated cancellation fees specified in Section 2 shall apply.

1.1.5. Refunds will be made within 14 business days to the payment method used for the transaction.

1.2. Ways to contact us to cancel a transaction

Cancellation notices will be sent in one of the following ways:

1.3. Returning physical products (gifts and goods)

1.3.1. The return/exchange policy applies to products non-perishable Only. Purchases of food products or other perishable goods cannot be canceled once they have been shipped.

1.3.2. Non-perishable products may be exchanged within 5 days of receipt, provided they have not been opened and are in their original packaging.

1.4. Right of cancellation under the Consumer Protection Act

Notwithstanding anything stated elsewhere, the customer has the right to cancel in accordance with the law under the following conditions:

1.4.1. Cancellation dates: When purchasing products – up to 14 days from the date of receipt of the product. When purchasing services (tours) – within 14 days from the date of the transaction, provided that the cancellation is made at least 2 days (excluding rest days – Saturdays and holidays) before the date of the service.

1.4.2. Exceptions (no right of cancellation): Perishable goods (food); entertainment services if the date falls within 7 days that are not rest days (Saturdays and holidays) from the date of booking; digital information (independent tour) that has been disclosed/activated.

1.4.3. Special populations: A person with a disability, a senior citizen, or a new immigrant may cancel within four months, subject to the terms of the law.

1.5. Force majeure and security situation

In cases of forced cancellation due to force majeure (war, lockdown, epidemic, Home Front Command guidelines prohibiting gatherings, or cancellation of the tour at the company's initiative due to technical/security constraints), the customer will be able to choose one of the options listed below.

For the avoidance of doubt: in winter weather, activities will take place as usual, unless otherwise instructed by the Home Front Command.

In cases of forced cancellation as described above, the options are:

  • Receive a full credit (voucher) for future use with no expiration date.
  • Full refund with no cancellation fees.

2. Cancellation and postponement policy – guided tours (supplement to legal provisions)

This section applies to cases where the right of cancellation does not apply under the law (e.g., advance booking, or cancellation within the periods specified below).

2.1. Cancellation and postponement policy according to schedules Dates are counted in calendar days/hours before the scheduled tour date:

2.1.1. Up to 7 days prior to the tour date:

Cancellation: No charge (full refund).

Rejection: No charge.

2.1.2. Between 2 and 7 days prior to the tour date:

Cancellation: A cancellation fee of 50% of the transaction amount will be charged.

Rejection: No charge.

2.1.3. Less than 48 hours before the tour date:

Cancellation: Full cancellation fee (100%).

Postponement: Possible subject to a change fee of NIS 400 (for the cost of the instructor's salary). The balance will be credited to the customer for the new date.

No Show: Full charge (100%).

2.2. Method of notification Notification of cancellation or postponement shall be received in writing only, by sending an email to the company's address or a WhatsApp message to customer service (as detailed in section 1.2). The decisive date is the date of receipt of the notification by the company.

2.3. Limiting company rejections allows Only one rejection per customer For every order.

2.4. Changes in the number of participants

2.4.1. Updating and reducing the number of participants is possible up to 48 hours before the tour without cancellation fees for those who cancel.

2.4.2. Less than 48 hours before the tour: You'll be charged the full amount based on the original number of people who signed up. No refunds or credits will be given for people who don't show up.

2.4.3. Excessive number of participants: If more participants than the agreed number arrive for the tour, they will be charged the full amount and the customer will have no claim in this regard. The company reserves the right not to allow the tour to take place if the deviation jeopardizes the safety or quality of the tour.

3. Cancellation and Refund Policy – Independent Food Tour (Giraffa Experience)

3.1. This tour is defined as the purchase of "information" and a digital product.

3.2. Cancellation policy: You can cancel and receive a refund up to 14 days from the date of purchase., and provided that the tour has not yet been completed.

3.3. Definition of realization: "Exercise" shall be deemed to be any action of disclosing the information, including clicking on the activation link, disclosing the tour codes, or receiving the digital maps on a mobile device. Once the content has been disclosed, the transaction cannot be canceled (in accordance with the "reproducible information" proviso in the Consumer Protection Law).

3.4. Tour validity: The validity period for independent tours is between 6 and 9 months from the date of purchase (depending on the type of tour purchased).

3.5. Extension of validity: The tour can be extended for an additional period of 3 months at a cost of 35 NIS according to the current price list, provided that less than one year has passed since the original purchase date.

3.6. No refund will be given for failure to use the voucher within its period of validity.

3.7 No refund will be given for failure to complete all the stops offered on the tour.