Refund Policy

Last Updated: May 15, 2024

At Dubai Adventures, we strive to provide exceptional experiences and services to our customers. We understand that plans can change, which is why we have established this Refund Policy to outline the conditions under which refunds are available.

This Refund Policy applies to all bookings made through our website, over the phone, or via email. By making a booking with Dubai Adventures, you agree to the terms of this Refund Policy.

1. Standard Cancellation and Refund Policy

Our standard cancellation and refund policy is as follows:

Time of Cancellation	Refund Amount
More than 72 hours before the scheduled start time	100% refund (excluding service fees)
Between 24-72 hours before the scheduled start time	50% refund (excluding service fees)
Less than 24 hours before the scheduled start time	No refund

Please note that the 5% service fee applied to all bookings is non-refundable, regardless of when the cancellation is made.

2. Specific Tour Policies

Some of our tours and experiences have specific cancellation and refund policies that differ from our standard policy. These specific policies will be clearly stated on the tour's description page and in your booking confirmation. In cases where a specific policy applies, it will take precedence over our standard policy.

2.1 Premium Desert Safari Experience

Due to the high demand for this experience and the limited capacity, the following refund policy applies:

• More than 7 days before the scheduled date: 100% refund (excluding service fees)
• 4-7 days before the scheduled date: 75% refund (excluding service fees)
• 2-3 days before the scheduled date: 50% refund (excluding service fees)
• Less than 48 hours before the scheduled date: No refund

2.2 Ultimate Theme Parks Pass

As these passes are valid for 2 consecutive days and are often purchased well in advance, the following refund policy applies:

• More than 14 days before the first valid date: 100% refund (excluding service fees)
• 7-14 days before the first valid date: 75% refund (excluding service fees)
• 3-6 days before the first valid date: 50% refund (excluding service fees)
• Less than 72 hours before the first valid date: No refund

3. How to Request a Cancellation and Refund

To cancel your booking and request a refund, please follow these steps:

1. Contact our customer support team as soon as possible via email at bookings@dubai-adventures.com or by phone at +44 8111 226648.
2. Provide your booking reference number, full name, and the details of the tour/experience you wish to cancel.
3. Clearly state the reason for your cancellation (though this is not required for standard cancellations within the eligible timeframe).

We will process your cancellation request promptly and confirm it via email. If you are eligible for a refund according to the applicable cancellation policy, we will process the refund within 5-10 business days.

4. Refund Processing

4.1 Processing Time

If you are eligible for a refund, we will process it according to the following timeline:

• Refunds will be initiated within 5 business days of approving your cancellation request.
• Depending on your payment method and financial institution, it may take an additional 5-10 business days for the refund to appear in your account.

4.2 Refund Method

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card: Refunds will be credited back to the same card used for the booking.
• PayPal: Refunds will be sent to the PayPal account used for the booking.
• Bank Transfer: If your booking was paid via bank transfer, please provide your bank details when requesting a refund.

5. Special Circumstances

5.1 Cancellation by Dubai Adventures

If Dubai Adventures cancels your tour or experience for any reason (such as adverse weather conditions, insufficient participants, or operational issues), you will be offered one of the following options:

• Reschedule your booking for a future date, subject to availability
• Receive a full refund, including the service fee
• Receive a credit voucher for the full amount paid, valid for 12 months

5.2 Force Majeure

In the event of force majeure circumstances (such as natural disasters, pandemics, government actions, civil unrest, or other events beyond our control) that prevent us from providing the booked services, we will offer one of the following options:

• Reschedule your booking for a future date within 12 months
• Receive a credit voucher for the full amount paid, valid for 18 months
• Receive a partial or full refund, depending on the specific circumstances and any costs already incurred

5.3 Medical Emergencies

If you need to cancel your booking due to a documented medical emergency, we may waive or reduce the standard cancellation penalties at our discretion. To request a medical emergency cancellation:

1. Contact us as soon as possible to inform us of the situation
2. Provide documentation from a medical professional within 7 days of your cancellation request
3. Submit any other relevant information to support your request

Each medical emergency cancellation request will be evaluated on a case-by-case basis.

6. Non-Refundable Items

The following items are non-refundable under all circumstances:

• Service fees (5% of the booking amount)
• Travel insurance premiums
• Processing fees charged by payment providers
• Any additional services or add-ons marked as non-refundable at the time of booking

7. No-Show Policy

If you fail to arrive at the designated meeting point at the scheduled time without prior notification ("No-Show"), you will not be eligible for a refund, regardless of the reason for the no-show. It is your responsibility to ensure that you arrive at the correct location at the specified time.

8. Late Arrival Policy

If you arrive late for your booked experience, we will make reasonable efforts to accommodate you. However, if your late arrival makes it impossible for you to participate in the experience, or if it significantly reduces your participation time, you will not be entitled to a full or partial refund.

9. Modifications to Bookings

If you need to modify your booking (change the date, time, or number of participants), please contact us as soon as possible. We will make reasonable efforts to accommodate your request, subject to availability.

• Modifications requested more than 72 hours before the scheduled start time: No additional fee
• Modifications requested between 24-72 hours before the scheduled start time: 25% modification fee
• Modifications requested less than 24 hours before the scheduled start time: Treated as a cancellation and new booking, subject to standard cancellation policy

10. Dispute Resolution

If you believe that your refund request has been incorrectly processed or denied, please contact our customer support team at support@dubai-adventures.com with the subject line "Refund Dispute" and provide all relevant details and documentation. We will review your case and respond within 5 business days.

11. Policy Updates

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such changes constitutes your acceptance of the new Refund Policy.

12. Contact Information

If you have any questions or concerns about this Refund Policy, please contact us at:

Dubai Adventures Ltd
31 Elizabeth Views
North Toby W10 6DY
United Kingdom

Email: refunds@dubai-adventures.com
Phone: +44 8111 226648

Last Updated: May 15, 2024