Legal

Review and Content Policy

Version 1.0 · Effective 20 October 2026 · اقرأ النص العربي

1. About this policy

1.1 What it covers. This Review and Content Policy explains how Reviews work on luxuryyacht.tours and the rest of the Platform: who can write them, how we collect, verify and moderate them, how Operators can reply, how anyone can report a Review, how ratings are calculated and shown, and how Reviews affect the Yachts we suggest. It also sets the rules for other content people send us, such as photos and replies.

1.2 Part of our terms. This policy forms part of our Terms of Use (clause 16) and uses the same definitions. For Operators it adds detail to clauses 8.5, 24, 25 and 26 of the Operator Agreement; if the two differ, the Operator Agreement prevails for the relationship between us and the Operator. Partners are also bound by it through the Partner Agreement.

1.3 Who we are. The Platform is run by LuxuryYacht.Tours, a company in the process of registration in the Arab Republic of Egypt, Sharm El Sheikh, South Sinai. The registered company name and commercial register number will be added as soon as they are issued.

1.4 Acceptance. When you send a Review or a reply, you accept this policy electronically by ticking a box and pressing a button, as clause 26 of the Terms of Use describes. No signature is needed.

2. Our principles

• Real. Every Review comes from a Guest who sailed on a Trip booked through us.
• Open to all. We invite every Guest who sailed, whatever we or the Operator expect them to say.
• Honest. We publish positive, mixed and negative Reviews alike. We never remove an honest Review because it is negative.
• Unbought. Nobody pays, or is paid, for a Review or a better rating: not Guests, not Operators, not Partners and not us.
• Fair. Operators can reply and can ask us to check a Review. We decide on the evidence, after hearing both sides.
• Clear. We explain how ratings are calculated and how they are used.

3. Who can write a review

3.1 Guests who sailed. Only a Guest who sailed on a Trip that was booked through LuxuryYacht.Tours can review that Trip. The Trip must have taken place.

3.2 One review per Booking. Each Booking can receive one Review. It is written by the Guest who made the Booking or by another adult Guest from the same group whom they choose. The Review may describe the experience of the whole group.

3.3 Age. The reviewer must be at least 18 years old.

3.4 Partner bookings. Guests whose Booking was made with a partner code can review in the same way as any other Guest.

3.5 Who cannot review. A Trip cannot be reviewed by anyone with a conflict of interest under section 9, by anyone who did not sail, or for a Trip that did not take place, for example because it was cancelled or stopped by weather or an official sailing ban. If your Trip did not take place, we still welcome your feedback by email or WhatsApp, and our complaint process remains open to you.

3.6 No reviews from elsewhere. We do not copy Reviews from other websites or social media, and we do not publish reviews of Trips booked outside the Platform.

4. How we collect and verify reviews

4.1 Invitation. After the Trip, we send the Guest an invitation to review by email or WhatsApp. We invite every Guest who sailed. The Operator cannot choose who is invited.

4.2 Personal link. The invitation contains a personal link tied to the Booking reference. This is how we know that the Review comes from a real Booking. We do not accept anonymous Reviews or Reviews sent through a general form.

4.3 Time to review. A Review can be sent within 90 days after the Trip.

4.4 Checks. Before publishing, we check that the Booking exists, that the Trip took place, that the reviewer belongs to the Booking and that there is no sign of a conflict of interest or manipulation. We may ask the reviewer to confirm their identity or details of the Trip.

4.5 Same path for everyone. We never ask Guests how they feel about the Trip before deciding whether to invite them, and we never send unhappy and happy Guests to different places.

4.6 Verified label. Published Reviews carry a “Verified booking” label, because every one of them is linked to a Booking made through us.

5. What a review contains and how it appears

5.1 Content. A Review consists of an overall rating from 1 to 5 stars, a written text and, if the Guest wishes, photos or a short video.

5.2 Name. The Review is shown with the reviewer’s first name or another name they choose, the month and year of the Trip and the type of Trip (for example full day, sunset or multi-day charter). We never show the reviewer’s email, phone number or Booking reference.

5.3 Language. A Review is published in the language it was written in. We may show a translation, marked as a translation.

5.4 Changing or withdrawing your Review. You may ask us at any time to correct or withdraw your own Review. A changed Review is moderated again before it is published. We do not change your Review for you, except to remove personal data or content that breaks this policy, and we mark where we have done so.

5.5 How long Reviews stay. Reviews stay on the Listing for as long as the Yacht is offered on the Platform. If a Yacht leaves the Platform, its Reviews are no longer shown. If the Yacht’s name changes but the Yacht and its Operator stay the same, its Reviews remain.

6. What we welcome in a review

• your own, first-hand experience of the Trip, the Yacht, the captain and crew, the route, food and drinks, safety, punctuality and value;
• what went well and what could be better, with specific details that help other Guests;
• the experience of the people in your group, as you saw it;
• a short comment on our booking service, where it was part of your experience; and
• a respectful tone, even when you are disappointed.

7. What is not allowed

Reviews, replies and other content must not contain:

• personal data of anyone, such as full names of crew or other guests, phone numbers, email addresses, social media handles, booking references or ID details;
• insults, profanity, threats, harassment or personal attacks, including against crew members;
• hate speech or discrimination based on nationality, origin, religion, gender, disability, age or any other personal characteristic;
• sexually explicit, violent or graphic content;
• false statements, or allegations presented as facts that the reviewer did not experience;
• content that is unlawful, defamatory, or infringes copyright, trademarks or privacy;
• content that is not about the Trip, such as political, religious or general commentary, or complaints about other businesses;
• information you only heard from others outside your group, or read in the media, presented as your own experience;
• advertising, links, promotional codes or contact details of any business, or attempts to arrange bookings outside the Platform;
• content written by or for someone other than the reviewer, or generated by an automated tool in a way that does not reflect the reviewer’s own experience;
• threats to post a negative Review unless a refund, discount or other benefit is given; or
• malicious code, or anything that could harm the Platform.

8. Photos and videos

8.1 Your own. Photos and videos must be your own and taken on the Trip you are reviewing.

8.2 Other people. Do not include people who can be recognised unless they agreed. We do not publish images in which children’s faces can be recognised; we decline them or blur them.

8.3 Not allowed. Images must not show documents, tickets, payment cards, screens with personal data, nudity, violence or anything else that section 7 does not allow.

8.4 Accuracy. Do not edit images in a way that misrepresents the Yacht or the Trip, for example by adding or removing features.

8.5 Use. Guest photos are shown with the Review. We may use them as clause 15 of the Terms of Use allows, always with the reviewer’s chosen name. Operators’ own photos are governed by the Operator Agreement.

9. Conflicts of interest

The following people may not review a Trip, even if they sailed on it:

• the Operator of the Yacht, its owners, managers, employees, captains and crew, and their relatives and close friends;
• other yacht operators and their staff, for Trips of a competing Operator;
• a Partner, or its staff, for a Trip booked with the Partner’s own partner code, or for a Yacht whose Operator they have a business relationship with;
• members of the LuxuryYacht.Tours team; and
• anyone who received money, a free or discounted Trip, or any other benefit in exchange for the Review.

If you are unsure whether you have a conflict of interest, ask us before you write.

10. No fake, paid or incentivised reviews

10.1 What is forbidden. No one may write, buy, sell, trade or ask for fake Reviews; offer or accept money, discounts, upgrades, gifts, free Trips or any other benefit for a Review, whether positive or negative; or pressure, threaten or mislead anyone to write, change or remove a Review.

10.2 Operators. Operators must not write Reviews of their own Yachts or ask others to, reward Guests for positive Reviews, ask Guests to give a particular rating, offer something in exchange for changing or removing a Review, contact a Guest privately about a Review to pressure them, or include in their own terms anything that stops Guests from writing an honest Review.

10.3 Guests. Guests must not threaten a negative Review to obtain a refund, discount or extra service, or offer to remove a Review in exchange for one.

10.4 Us. We do not write Reviews, pay for them or reward them. Our own team does not review Trips. Any refund or goodwill gesture we decide is never linked to whether, or how, a Guest reviews.

10.5 Asking for Reviews. Operators may remind Guests, in a neutral way, that they will receive our invitation to review, as long as they do not ask for a particular rating or offer anything in return.

11. Moderation

11.1 Every Review is read. A member of our team reads every Review, reply and photo before it is published.

11.2 Timing. We aim to publish, or to explain why we cannot publish, within 5 Business Days of receiving a Review.

11.3 Possible outcomes. We may publish the Review; publish it after removing personal data or other content that breaks this policy, marking where we did so; ask the reviewer to edit it; or decline it and tell the reviewer why.

11.4 Same rules for all. We apply the same rules to every Review and every Operator, whatever the rating, the tier or the Operator’s commission rate or Founding Partner status.

12. Why a review may be declined or removed

We decline or remove a Review, in whole or in part, when:

• it breaks section 7 or section 8;
• it comes from someone who did not sail, or from someone with a conflict of interest under section 9;
• it is fake, paid, incentivised or the result of pressure under section 10;
• it is not about the Trip booked through us;
• it is a duplicate, or a second Review for the same Booking;
• the reviewer asks us to withdraw it;
• the Booking was found to be fraudulent; or
• a court or competent authority orders it, or the law requires it.

When we remove a published Review, we tell the reviewer and the Operator the reason, unless the law prevents it.

13. What we do not remove

We do not remove or hide a Review because:

• it is negative or critical, or the rating is low;
• the Operator disagrees with the opinion or the rating;
• it mentions something outside the Operator’s control that was part of the Guest’s experience of the Trip, such as sea conditions, as long as it is described honestly; or
• an Operator or a Partner asks us to, or offers anything for it.

An Operator who disagrees with a Review can reply to it publicly (section 14) or ask us to check it (section 15).

14. Replies from operators

14.1 Right to reply. The Operator may post one public reply to each Review of its Yachts, through the operator portal or by writing to us.

14.2 Tone and content. A reply must be polite and factual, must not contain personal data, and must follow sections 7 and 8. It should address the points raised and may explain what the Operator has changed.

14.3 Moderation. We moderate replies under the same rules as Reviews before they are published.

14.4 No private pressure. Operators must not contact a Guest privately about a Review except to resolve a genuine complaint, and never to ask for the Review to be changed or removed.

15. Reporting or disputing a review

15.1 Anyone can report. If you believe that a Review, a reply or a photo breaks this policy, write to hello@luxuryyacht.tours or on WhatsApp +20 106 099 0121, with a link to the content and the reason. Operators can also use the operator portal.

15.2 Operator disputes. An Operator who believes a Review is false may ask us to check it, with any evidence, such as messages, photos, the boarding record or a timeline of the Trip.

15.3 How we decide. We look at the evidence and may ask the reviewer and the Operator for their account. We decide within 5 Business Days of receiving everything we need, and we tell the person who reported, the reviewer and the Operator the outcome in writing.

15.4 While we check. A reported Review stays visible while we check it, unless it clearly contains personal data or unlawful content, in which case we hide it until we decide.

15.5 Good faith. Reports must be made in good faith. Repeated reports made only to remove honest Reviews are a breach of this policy.

16. Reviews and complaints

16.1 Separate processes. A Review is not a complaint. If something went wrong, please tell the crew and us on the day, and send a written complaint after the Trip, as the Booking Terms explain. We pass written complaints to the Operator within 2 Business Days, the Operator answers within 3 Business Days, and we decide within 5 Business Days of the Operator’s answer.

16.2 Independent outcomes. The outcome of a complaint does not depend on whether you write a Review or what it says, and writing a Review does not affect your right to complain or to a refund.

16.3 Serious incidents. If a Review describes an accident, injury, harassment or another serious safety concern, we also treat it as a report and follow it up with the Operator and, where needed, the authorities.

17. How ratings are calculated and shown

17.1 Average rating. The rating of a Yacht is the simple average of the overall star ratings of all its published Reviews, rounded to one decimal place. Every published Review counts equally. We do not weight Reviews and we do not adjust the result.

17.2 Number of Reviews. The rating is always shown with the number of published Reviews it is based on.

17.3 What does not count. Reviews that are declined, withdrawn or removed are not counted. Operator replies do not affect the rating.

17.4 Order. Reviews are shown newest first by default. Where we offer other sorting options, such as highest or lowest rating, the reader chooses.

17.5 Per Yacht. Ratings are calculated for each Yacht. If an Operator has several Yachts, each keeps its own rating.

18. How reviews affect matching, tiers and listings

18.1 Matching. When we decide which Yachts to suggest for a Request, we first look at fit: capacity, harbour, Trip type and date. We then take into account the Operator’s response times, its Reviews and ratings, its cancellation record, the Yacht’s quality tier and Founding Partner status. Founding Partners receive priority only when fit is equal. The same factors guide the order in which we show several Yachts for a Request.

18.2 Quality tiers. A Yacht can be shown as Premium only if it has at least 5 Reviews averaging 4.5 or more, together with the other criteria for that tier (a complete Listing with recent photos and response times met for the last 90 days). Signature Yachts must first be Premium. We review tiers every 90 days and may change a tier when the criteria are no longer met.

18.3 Low ratings. If an Operator’s average rating is below 3.5 over its last 10 Reviews, we review the account and may suspend Listings, as clause 26.2 of the Operator Agreement provides. We tell the Operator what needs to improve.

18.4 Manipulation. Fake, paid or pressured Reviews, or any attempt to manipulate ratings, may lead to immediate suspension as fraud under clause 26.1 of the Operator Agreement, to the removal of the affected Reviews and to correction of the rating and tier.

18.5 What cannot be bought. No Operator can pay for a higher rating, for the removal of a Review or for a better position because of its Reviews. Ratings and Reviews are not for sale.

19. If someone breaks this policy

• Guests and other users: we may decline or remove the content and refuse further Reviews or content from that person, under clause 23 of the Terms of Use.
• Operators: we may remove affected Reviews or replies, correct ratings and tiers, lower priority in matching, and suspend or end the account under clauses 26 and 30 of the Operator Agreement.
• Partners: we may take the steps set out in the Partner Agreement.
• Everyone: where the law has been broken, we may inform the competent authorities.

20. Licence, personal data and your rights

20.1 Licence. You keep ownership of your Review. By sending it, you give us the licence in clause 15 of the Terms of Use to publish, translate and use it with your chosen name, on the Platform and in our marketing.

20.2 Operators sharing Reviews. An Operator may share a published Review of its own Yacht, unchanged, with the reviewer’s chosen name and a link to the Platform. It may not edit it or present it as a review made elsewhere.

20.3 Personal data. We process the personal data linked to a Review, such as your name, Booking reference and contact details, to verify and publish it, as our Privacy Notice explains, in line with the Egyptian Personal Data Protection Law No. 151 of 2020. You can ask us to withdraw your Review and to delete the data linked to it, subject to the records the law requires us to keep.

21. Other content on the Platform

Sections 7, 8 and 10 also apply to any other content people send through the Platform, such as Requests, messages to our team and to crews, and material in the operator and partner portals. Content on Listings must also follow the accuracy rules of the Operator Agreement: we publish only what the Operator has confirmed.

22. Changes, language and contact

22.1 Changes. We may update this policy. The version number and effective date at the top show which version is current. A Review is moderated under the version in force when it is sent. Changes that affect Operators follow the notice rules of the Operator Agreement.

22.2 Language. This policy is published in English and Arabic. Both versions are equally authentic. If they differ, the Arabic version prevails.

22.3 Law. This policy is governed by Egyptian law, as clause 28 of the Terms of Use sets out, without taking away any consumer rights you have under the Egyptian Consumer Protection Law No. 181 of 2018 or the mandatory law of the country where you live.

22.4 Contact. Email hello@luxuryyacht.tours, WhatsApp +20 106 099 0121. Concierge hours are 9:00 to 22:00 Cairo time, every day.