Cancellation and refund conditions can vary by tour, attraction, ticket type and supplier. Any specific cancellation terms shown on the product page or confirmed with your booking will apply to that booking.
1. How to Request a Cancellation
To request a cancellation or change, contact our team as soon as possible using the phone, WhatsApp or email details listed on this page.
Please provide your booking reference, customer name, booking date and the tour or attraction booked so we can locate the reservation and check the applicable conditions.
2. Cancellation Eligibility
Whether a booking can be cancelled for a refund depends on the specific service booked and the notice provided before the scheduled date or time.
Some experiences may allow cancellation within a stated period, while others may become partially or fully non-refundable after confirmation.
3. Non-Refundable Tickets and Services
Certain attraction tickets, dated tickets, promotional offers, special-event bookings, supplier-issued vouchers or services reserved specifically for the customer may be non-refundable once issued or confirmed.
Where a booking is non-refundable, we will aim to make this clear during the booking process or confirmation.
4. Rescheduling
If you need to change your booking date or time, contact us as early as possible.
Rescheduling is subject to availability and the rules of the relevant attraction, tour operator or supplier. A price difference or amendment charge may apply where required by the supplier.
5. No-Shows and Late Arrival
A customer who does not attend a confirmed booking, misses an agreed pickup, or arrives too late to use the booked service may be treated as a no-show.
No-shows are generally not eligible for a refund unless the relevant supplier agrees otherwise.
6. Pickup and Transportation Bookings
Where pickup or transportation is included, customers are responsible for providing accurate pickup details and being available at the agreed location and time.
If a customer misses the service because of incorrect pickup information, being unreachable or not being ready within the communicated pickup window, a refund may not be available.
7. Supplier or Attraction Cancellation
A tour, attraction or service may occasionally be cancelled, delayed or changed because of weather, safety, operational requirements, venue closure, government direction, supplier availability or another event outside reasonable control.
If the supplier cancels the booked service, we will work with the customer and supplier to determine the available option, which may include rescheduling, an alternative service, credit, or a refund where applicable.
8. Weather and Operational Conditions
Some outdoor activities may continue in conditions that a customer personally considers unsuitable, provided the operator determines that the activity can operate safely.
A refund is not automatically due because of personal preference regarding weather, traffic or similar conditions if the booked service remains operational.
9. Refund Approval
Refunds are processed only after the cancellation request and booking conditions have been reviewed and the refund has been approved.
Where a third-party supplier controls the cancellation or refund decision, approval may depend on confirmation from that supplier.
10. Refund Method and Processing Time
Where possible, an approved refund will normally be returned through the original payment method or another agreed method.
The time required for the funds to appear can vary depending on the payment provider, bank, card issuer or other financial institution. Once a refund has been released by the relevant party, external banking or payment-processing times are outside our direct control.
11. Partial Refunds
In some cases a partial refund may apply where part of the booking has already been used, issued, reserved or charged by a supplier.
Any supplier cancellation fee, issued-ticket cost, used service or other non-recoverable amount may be deducted where applicable.
12. Incorrect Booking Information
Customers should check their booking details carefully. Refunds may not be available where the service cannot be used because the customer provided an incorrect date, number of guests, contact number, pickup location or other important booking information.
13. Duplicate Payments or Payment Errors
If you believe you have been charged twice or that a payment was processed incorrectly, contact us promptly with the booking reference and payment details so the issue can be investigated.
14. Chargebacks and Payment Disputes
Customers should contact our team first if there is a problem with a booking or payment so we have an opportunity to review and resolve the matter.
Fraudulent or abusive payment disputes may be challenged using the relevant booking records, communications and service confirmation.
15. Booking-Specific Conditions
If the cancellation or refund conditions for a particular tour, attraction or ticket differ from this general policy, the booking-specific conditions communicated before or at confirmation will take priority for that booking.
16. Contact Us About a Cancellation or Refund
For the fastest assistance, please contact us with your booking reference and the reason for your request.
Al Warsan 4, Dubai, UAE