1) Our Commercial Terms (default for all day tours and transfers)
- ≥48 hours before departure: no charge (full refund).
- <48 hours before departure: fee of 100% of the order amount.
- Same day / No-show: 100% of the price is due.
If Israeli law grants broader cancellation rights for your order (see Section 2), those statutory rights prevail over the commercial terms above.
2) Your Statutory Rights (Israel)
Distance sales (website / phone / WhatsApp / other remote ordering) for tourism services
- Cancel within 14 calendar days of the order (or receipt of the summary document, whichever is later) and only if at least 7 days that are not days of rest remain before the service date. A capped cancellation fee may apply (see below).
- Special populations If you are a senior citizen (65+), a person with a disability, or a new immigrant, and the transaction included a conversation with us (including electronic chat/phone), you may cancel within 4 months of the order (or of receiving the disclosure document, whichever is later), provided at least 7 non-rest days remain before the service date.
- Statutory cancellation fee: the lower of 5% of the price or ₪100.
Transactions concluded in person (non-distance)
For certain services purchased in Israel at our office, cancellation is generally available within 14 days of contracting, provided at least 14 days that are not days of rest remain before the service begins.
Defects / mismatch / breach
If there is a legal non-conformity, failure to provide the service on time, or other breach, you may cancel and receive a refund in accordance with the law.
These rules summarize the Hebrew originals of the law and regulations. Where there is any inconsistency, the Hebrew legal texts and official guidance prevail.
3) How to Cancel
Send a cancellation notice by any of the following (please include full name and ID/passport, and keep proof of dispatch/receipt):
- Phone: 052-639-0203, 052-886-4940 (Sun–Fri 09:00–17:00)
- Email: info@shato.tours
- WhatsApp: +972 58-544-8852
- Website: your account’s cancellation link (if purchase was made online)
- Registered mail: 22/1 Yael Rum St, Petah Tikva, Israel
4) Refunds & Timing
- Refunds are returned to the original payment method no later than 7 business days from cancellation, where applicable under the Regulations; payment-network processing limits may apply.
- For ongoing services, charges stop within 3 business days of your notice (or within 6 days if sent by registered mail).
Where other legal timetables apply (e.g., card issuer rules), we comply with those as well.
5) Changes (Rescheduling / Name Change)
- Rescheduling is subject to availability. Changes made ≥48h before departure: no fee. Within 24h, a fee of up to 10% may apply (always confirmed with you before we proceed).
- Transferring a ticket to another person is possible for select day tours and subject to security and supplier rules (coordinate with support in advance).
6) Lateness / No-Show
- Late to pickup: missed portions are non-refundable.
- No-Show / same-day cancellation: 100% payable (unless a statutory right in Section 2 applies).
7) Changes by Shato Tours
In exceptional cases (force majeure, instructions by security/law-enforcement, severe weather, insufficient group size, technical reasons) we may cancel or reschedule. You will be offered a full refund or a new date — your choice.
8) Licensing
Tours are conducted by licensed tour guides certified by Israel’s Ministry of Tourism. Responsible person: Tamazi Balahadze — licensed guide.
9) Questions & Support
We’re here to help: 052-639-0203 / 052-886-4940 (Sun–Fri 09:00–17:00), info@shato.tours. Postal: 22/1 Yael Rum St, Petah Tikva, Israel.
This page summarizes rights and does not replace legal advice.
