General terms and conditions of business
These General Terms and Conditions govern the contractual relationship between the customer and Malika Experiences. Your rights and obligations, as well as ours, are set out in the individual written agreement, these General Terms and Conditions and statutory provisions.
1. Scope / Services
Malika Experiences offers the planning and organisation of tailor-made trips for solo travellers, couples, families and private groups. We work closely with local tour guides and partners.
The focus is on destinations in the Middle East (e.g. Egypt, Oman, United Arab Emirates, Saudi Arabia, Bahrain, Qatar). On request, we also offer trips to other regions such as Europe, Africa, Asia, etc. In these cases, no location-based advice or excursion planning is provided.
Depending on the package booked, services may include the following:
• Personal travel assistance from A to Z to the airport, during the trip and on-site organisation of check-in, taxi rides, restaurant visits, etc.
• Organisation of flights and accommodation (usually through a Swiss partner travel agency)
• Diving safaris
• Personal travel advice and travel assistance
• Individual daily planning
• Excursion tips and bookings
• Restaurant recommendations
• Local taxi recommendations
• Ticket bookings for museums, attractions and sights
• Support via WhatsApp during the trip during normal office hours
2. Contract conclusion / Registration / Payment
The definitive contract between you and Malika Experiences comes into effect as soon as Malika Experiences confirms the booking in writing. From this point on, the General Terms and Conditions and the cancellation conditions are binding.
Upon conclusion of the contract, a deposit of 50% of the travel price is due. For package tours, Malika Experiences reserves the right to charge an additional flat fee for consultation, booking and support. A higher deposit may be required for diving safaris.
The services invoiced by Malika Experiences must be paid at least 40 days before the start of the trip by bank transfer to our Swiss bank account in CHF or to our bank account in the United Arab Emirates in AED. If payment is not made on time, we reserve the right to cancel the trip, in which case the relevant cancellation conditions will apply.
For individually organised excursions on site with tour guides, a deposit must be made and the remaining amount must be paid in cash on site. Malika-Experiences will inform you of the terms and conditions of the individual tour guides. Reserved excursions are binding and can only be cancelled in justified cases, such as illness or cancellation of the trip (see points 3 and 4).
3. Changes/cancellations/rebookings by customers
Malika-Experiences works with partners and service providers who offer special promotions, special rates and last-minute deals. Scheduled and charter flights, as well as corresponding hotel services, are subject to strict cancellation and change conditions. In the event of cancellation, change or rebooking, the fees amount to 100%. Any additional services (visas, insurance, etc.) will be charged at 100%. We therefore recommend that you take out cancellation insurance including assistance (see point 4). No refunds will be given for tickets for attractions, museums, etc. that have already been paid for and booked by us.
4. Cancellation insurance including assistance and health insurance
We recommend that you take out cancellation insurance including assistance. For diving trips, we also strongly recommend that you take out diving insurance. Each person is responsible for diving conservatively on board a safari boat and following the guides' instructions. Malika Experiences accepts no liability for diving accidents.
5. Responsibility and liability
Malika-Experiences will endeavour to find the best possible solution together with the service provider in order to offer you the agreed services, insofar as it was not possible for the local tour guide to offer you an equivalent replacement service on site. Liability is limited to direct damage. However, the customer is primarily obliged to contact the local tour guide or service provider directly.
No liability is accepted for cancellations, programme changes and reductions in services as a result of flight delays or force majeure (strikes, official measures, natural disasters, political unrest, terrorist attacks, pandemics, etc.) and the resulting cancellation or additional costs.
Malika Experiences accepts no liability for dissatisfaction or grievances regarding accommodation selected by the customer themselves and not recommended by Malika Experiences.
6. Complaints / Refund claims
If you have any cause for complaint (reduction in service) during the trip, you must notify the local tour guide or service provider immediately so that the defects can be remedied on site. If these cannot be remedied immediately, we ask you to request written confirmation. This is necessary for any subsequent claims for compensation. In all cases, refund requests must be submitted to Malika-Experiences in writing and by registered post no later than ten days after the end of the booked trip.
7. Early return
If you have to cut your trip short for any reason (illness, accident, etc.), Malika-Experiences can't refund the price of the package. So, we suggest you get cancellation insurance that includes assistance and diving insurance (see points 3 and 4).
8. Entry requirements
Please note that all travellers are responsible for finding out about the entry requirements for their desired destination. Malika-Experiences will be happy to provide you with the contact details of the relevant embassy. Consequently, Malika-Experiences accepts no liability for insufficient travel documents or vaccinations and the resulting consequences (e.g. entry bans). Changes to entry regulations (including when returning to the UK) do not entitle you to withdraw from the travel contract and any additional costs associated with the entry regulations. These are to be borne by you.
9. Final provisions
Should individual provisions of these General Terms and Conditions be or become invalid, the validity of the remaining provisions shall remain unaffected.
Unless otherwise agreed, the place of jurisdiction shall be the registered office of the organiser. The law of the United Arab Emirates shall apply. The place of jurisdiction shall be Dubai.
As of: October 2025