1. Introduction
At Dubai Adventures, we strive to provide excellent service and ensure customer satisfaction. This Refund Policy outlines the terms and conditions for cancellations, refunds, and modifications to bookings made through our website dubaidunes.shop.
We understand that plans can change, and we aim to provide flexible options while balancing our commitments to attraction partners and other customers. Please read this policy carefully before making a booking.
Company Information:
Dubai Adventures
75 Cristal Spur Euniceborough, VIC 2967, United Arab Emirates
Email: info@dubaidunes.shop
Phone: +51741667211
Registration Number: 28367893
2. General Refund Terms
2.1 Refund Eligibility
Refunds are considered based on several factors including:
- Time of cancellation before scheduled activity
- Type of booking (standard, promotional, or special offer)
- Specific terms of the attraction or service provider
- Reason for cancellation
- Whether the booking was made during promotional periods
2.2 Non-Refundable Items
The following are generally non-refundable:
- Service fees and booking charges
- Special promotional offers marked as "non-refundable"
- Last-minute bookings (less than 24 hours)
- No-shows (failure to appear at scheduled time)
- Partially used services or multi-day passes
- Gift vouchers and promotional codes
3. Cancellation Timeframes and Refund Rates
3.1 Standard Cancellation Policy
Our standard cancellation policy applies to most bookings unless otherwise specified:
| Cancellation Timeframe |
Refund Percentage |
Processing Notes |
| More than 7 days before |
100% refund |
Full refund minus service fee |
| 4-7 days before |
75% refund |
25% cancellation fee applied |
| 48-72 hours before |
50% refund |
50% cancellation fee applied |
| 24-48 hours before |
25% refund |
75% cancellation fee applied |
| Less than 24 hours |
No refund |
Non-refundable |
Important: Specific attractions may have different cancellation policies. Always check your booking confirmation for exact terms applicable to your reservation.
3.2 Attraction-Specific Policies
Some attractions have unique refund policies:
LEGOLAND Water Park
- Cancellations 72+ hours: 100% refund
- Cancellations 24-72 hours: 50% refund
- Cancellations less than 24 hours: No refund
- Weather-related closures: Full refund or reschedule
Museum of the Future
- Cancellations 48+ hours: 90% refund
- Cancellations 24-48 hours: 50% refund
- Cancellations less than 24 hours: No refund
- Time slot changes subject to availability
Desert Safari
- Cancellations 48+ hours: 100% refund
- Cancellations 24-48 hours: 50% refund
- Cancellations less than 24 hours: No refund
- Weather cancellations: Full refund or alternative date
Ain Dubai and Observation Decks
- Cancellations 24+ hours: 80% refund
- Cancellations less than 24 hours: No refund
- Date changes allowed once (subject to availability)
4. How to Request a Refund
4.1 Cancellation Process
To request a cancellation and refund:
- Contact us as soon as possible via email at info@dubaidunes.shop or phone at +51741667211
- Provide your booking reference number
- Provide the name and email address used for booking
- State the reason for cancellation
- Confirm your preferred refund method
4.2 Required Information
When requesting a refund, please provide:
- Booking confirmation number
- Full name of primary booker
- Email address used for booking
- Contact phone number
- Date and time of scheduled activity
- Reason for cancellation (optional but helpful)
4.3 Processing Timeline
Refund requests are processed as follows:
- Acknowledgment: Within 24 hours of request
- Review: 2-3 business days
- Approval: 3-5 business days
- Payment Processing: 7-14 business days
Total refund timeline: 10-21 business days from cancellation request
Tip: To expedite your refund, ensure all required information is provided in your initial cancellation request.
5. Refund Methods
5.1 Original Payment Method
Refunds are typically processed to the original payment method used for booking:
- Credit/Debit Card: 7-14 business days
- Bank Transfer: 5-10 business days
- Digital Wallets: 3-7 business days
5.2 Alternative Refund Options
In some cases, we may offer:
- Store credit for future bookings
- Rebooking to alternative dates
- Transfer to different attractions
- Gift vouchers (with bonus value)
5.3 International Transactions
For international bookings:
- Refunds processed in original currency
- Exchange rate at time of refund may differ from booking
- Bank fees may apply
- Additional 5-10 days may be required
6. Special Circumstances
6.1 Medical Emergencies
In case of medical emergencies preventing attendance:
- Full refund or reschedule available
- Medical documentation may be required
- Must be submitted within 7 days of scheduled date
- Contact us immediately for fastest processing
6.2 Force Majeure Events
For cancellations due to force majeure events including:
- Natural disasters
- Severe weather conditions
- Government restrictions or lockdowns
- Public health emergencies
- Acts of terrorism or civil unrest
We offer:
- Full refund with no cancellation fees
- Free rescheduling to any future date
- Extended validity for bookings
- Flexible modification options
6.3 Attraction Closures
If an attraction closes unexpectedly:
- 100% refund guaranteed
- Alternative attraction options provided
- No penalties or fees applied
- Expedited refund processing
6.4 Service Quality Issues
If you experienced service quality issues:
- Report issues within 48 hours of visit
- Provide detailed description and evidence
- Partial or full refunds considered case-by-case
- We investigate all complaints thoroughly
7. No-Shows and Late Arrivals
7.1 No-Show Policy
If you fail to appear at the scheduled time:
- Booking is considered forfeited
- No refund provided
- No rescheduling available
- No exceptions unless force majeure
7.2 Late Arrival Policy
For late arrivals:
- 15 minutes late: May still be accommodated
- 15-30 minutes late: Subject to availability
- Over 30 minutes late: Treated as no-show
- Contact venue immediately if running late
Pro Tip: Always arrive 15-20 minutes before your scheduled time to ensure smooth check-in and avoid any issues.
8. Modifications and Changes
8.1 Date Changes
To modify your booking date:
- Request at least 48 hours in advance
- Subject to availability
- May incur modification fee (typically AED 20-50)
- Price difference may apply
- One free change usually permitted
8.2 Time Slot Changes
For time slot modifications:
- Request at least 24 hours in advance
- Subject to availability
- Usually no additional fee
- Confirmation required
8.3 Number of Participants
To change the number of participants:
- Increase: Additional payment required, subject to availability
- Decrease: Partial refund based on cancellation policy
- Request at least 48 hours in advance
9. Group Bookings
9.1 Group Cancellation Policy
For groups of 10 or more people:
- Cancellations 14+ days: 100% refund
- Cancellations 7-14 days: 75% refund
- Cancellations 3-7 days: 50% refund
- Cancellations less than 3 days: 25% refund
9.2 Partial Group Cancellations
If reducing group size:
- Up to 20% reduction: No penalty
- 20-50% reduction: Standard cancellation policy applies
- Over 50% reduction: Full cancellation policy applies
10. Promotional and Discounted Bookings
10.1 Special Offer Refunds
For bookings made with promotional codes or special discounts:
- May have stricter cancellation terms
- Some promotions are non-refundable
- Terms clearly stated during booking
- Modifications may not be available
10.2 Flash Sales and Limited-Time Offers
Bookings during flash sales typically:
- Non-refundable
- Non-transferable
- Cannot be modified
- Clearly marked during purchase
11. Refund Exceptions
11.1 When Refunds Are Not Available
Refunds are not provided for:
- Change of mind after scheduled date/time
- Failure to meet attraction requirements (age, height, health)
- Behavior resulting in removal from attraction
- Personal scheduling conflicts
- Transportation issues (unless caused by us)
- Weather conditions deemed safe by attraction
11.2 Fraudulent Claims
We reserve the right to:
- Deny refunds for fraudulent claims
- Take legal action for fraud attempts
- Ban users from future bookings
- Report to authorities if necessary
12. Contact for Refund Inquiries
12.1 Refund Support Team
For refund-related questions or requests:
Dubai Adventures - Refund Department
Email: info@dubaidunes.shop
Phone: +51741667211
Address: 75 Cristal Spur Euniceborough, VIC 2967, United Arab Emirates
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM GST
Emergency Line: +51741667211 (available 24/7)
12.2 Response Times
We aim to respond to all refund inquiries:
- Email inquiries: Within 24 hours
- Phone calls: Immediate assistance during business hours
- Emergency situations: Within 2 hours
- Complex cases: Within 48 hours
13. Dispute Resolution
13.1 Complaint Process
If you're unsatisfied with a refund decision:
- Contact our customer service team to discuss
- Request escalation to management if needed
- Provide any additional supporting documentation
- Management will review within 5 business days
- Final decision will be communicated in writing
13.2 External Resolution
If unable to resolve internally, you may:
- Contact UAE consumer protection authorities
- Seek mediation services
- Pursue legal action (as per our Terms & Conditions)
14. Policy Updates
This Refund Policy may be updated periodically. Changes will be:
- Posted on our website with updated date
- Applicable to future bookings only
- Bookings honor policy in effect at time of purchase
- Communicated via email for significant changes
15. Important Reminders
To Ensure Smooth Refund Processing:
- Read all booking terms before confirming purchase
- Keep your booking confirmation email
- Contact us as soon as you need to cancel
- Provide accurate information for refunds
- Check your email regularly for refund updates
- Allow full processing time before following up
16. Acknowledgment
By making a booking with Dubai Adventures, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.
Final Note: We strive to be fair and reasonable in all refund decisions. While we have established guidelines, each case may be evaluated on its individual merits. We appreciate your understanding and cooperation.