Refund Policy
Last Updated: January 15, 2025
At Dubai Adventures, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines our procedures for cancellations, modifications, and refunds. Please read this policy carefully before making a booking.
Important Note: Refund policies may vary depending on the specific attraction, tour, or service booked. Always check the specific cancellation policy for your booking during the checkout process.
1. General Refund Policy
1.1 Standard Cancellation Timeline
Our standard refund policy applies to most attractions and services:
| Cancellation Time |
Refund Amount |
| More than 7 days before date |
100% refund (minus 5% processing fee) |
| 4-7 days before date |
75% refund |
| 48-72 hours before date |
50% refund |
| Less than 48 hours |
No refund |
| No-show |
No refund |
1.2 Processing Fees
A processing fee of 5-10% may be deducted from refunds to cover administrative and payment gateway costs. This fee covers:
- Payment processing charges
- Administrative handling
- Bank transaction fees
- Currency conversion costs (if applicable)
2. Category-Specific Refund Policies
2.1 Desert Safari Tours
- 72+ hours notice: Full refund minus 5% processing fee
- 48-72 hours notice: 60% refund
- 24-48 hours notice: 30% refund
- Less than 24 hours: No refund
- Weather cancellations by operator: Full refund or reschedule
2.2 Water Parks (LEGOLAND, Wild Wadi, Aquaventure)
- More than 48 hours: Full refund minus processing fee
- 24-48 hours: 50% refund
- Less than 24 hours: Non-refundable
- Note: Dated tickets are non-refundable once the date has passed
2.3 Museums and Attractions (Museum of the Future, Dubai Frame)
- More than 48 hours: Full refund minus processing fee
- Less than 48 hours: 25% refund
- Same day: Non-refundable
- Flexible tickets: May be rescheduled once free of charge
2.4 Multi-Day Packages and Combo Deals
- More than 14 days notice: Full refund minus 10% processing fee
- 7-14 days notice: 70% refund
- Less than 7 days: 30% refund
- Partial completion of packages: No refund for unused portions
2.5 Private Tours and Customized Experiences
- More than 7 days notice: Full refund minus 15% processing fee
- 3-7 days notice: 50% refund
- Less than 3 days: Non-refundable
- Deposits for private tours are generally non-refundable
3. Non-Refundable Items
The following are typically non-refundable:
- Special promotional tickets and flash sales
- Tickets marked as "non-refundable" at time of purchase
- Group discount bookings (10+ persons)
- Gift certificates and vouchers
- Partial use of multi-entry or multi-day passes
- Transportation add-ons booked separately
- Insurance premiums (if purchased)
⚠️ Important: Always check the specific refund terms displayed during booking. Some suppliers have stricter policies than our standard terms.
4. How to Request a Refund
4.1 Refund Request Process
- Contact Us: Email support@dubaihotpoints.com or call +38633140269
- Provide Information:
- Booking reference number
- Full name as per booking
- Email address used for booking
- Reason for cancellation
- Await Confirmation: We'll acknowledge your request within 24 hours
- Review Process: Requests are reviewed within 2-3 business days
- Refund Processing: Approved refunds are processed within 7-14 business days
4.2 Required Documentation
Depending on the reason for cancellation, you may need to provide:
- Medical certificates (for health-related cancellations)
- Proof of flight cancellation or travel disruption
- Government-issued travel advisories
- Emergency documentation
5. Refund Processing Time
5.1 Timeline
- Approval: 2-3 business days
- Processing: 7-14 business days from approval
- Bank processing: Additional 3-10 business days (varies by institution)
- International transactions: May take up to 30 days total
5.2 Refund Methods
Refunds are issued to the original payment method:
- Credit/Debit Cards: Refunded to the original card
- PayPal: Refunded to PayPal account
- Bank Transfer: Direct bank deposit (processing fees may apply)
- Cash Payments: Bank transfer or store credit
5.3 Partial Refunds
If only part of your booking is cancelled, refunds are calculated proportionally based on:
- Number of tickets cancelled vs. total tickets
- Value of specific services cancelled
- Applicable cancellation fees
6. Modifications and Rescheduling
6.1 Date Changes
- First change (more than 48 hours notice): Usually free
- Subsequent changes: May incur 10-20% modification fee
- Last-minute changes (less than 48 hours): Subject to availability, fees apply
- New dates must be within 6 months of original booking
6.2 Name Changes
- Minor corrections: Free (spelling errors)
- Complete name changes: AED 50-100 fee per ticket
- Must be requested at least 24 hours before date
- Some suppliers do not allow name changes
6.3 Upgrade Requests
- Subject to availability
- Pay the difference in price plus any applicable fees
- Cannot be processed within 24 hours of booking date
7. Supplier-Initiated Cancellations
7.1 Full Refund Scenarios
You are entitled to a full refund with no processing fees if:
- The attraction or tour is cancelled by the operator
- Severe weather conditions force cancellation
- Government restrictions prevent the activity
- Technical failures make the experience unavailable
- Safety concerns arise
7.2 Alternative Options
When suppliers cancel, we will:
- Offer immediate full refund, OR
- Provide alternative dates free of charge, OR
- Offer equivalent or upgraded experience, OR
- Issue store credit with 10% bonus value
8. Force Majeure and Exceptional Circumstances
8.1 Covered Events
In case of unforeseeable circumstances beyond our control:
- Natural disasters (earthquakes, floods, hurricanes)
- Pandemics or health emergencies
- War, terrorism, or civil unrest
- Government-mandated lockdowns or travel bans
We will offer:
- Full refund (may take 30-60 days due to volume)
- Flexible rescheduling up to 12 months
- Travel credit with extended validity
8.2 Travel Insurance
We strongly recommend purchasing travel insurance that covers:
- Trip cancellations
- Medical emergencies
- Travel disruptions
- Lost bookings due to unforeseen circumstances
9. Dispute Resolution
9.1 Complaints Procedure
If you're unsatisfied with a refund decision:
- Contact our customer service team with detailed explanation
- Provide supporting documentation
- Allow 5 business days for escalated review
- Senior management will review and provide final decision
9.2 Chargebacks
Before initiating a chargeback with your bank:
- Contact our customer service team first
- Most issues can be resolved directly
- Chargebacks may result in account suspension
- Provide all requested documentation
10. Special Circumstances
10.1 Medical Emergencies
In case of medical emergencies preventing travel:
- Provide medical certificate from licensed physician
- Full refund possible with valid documentation
- Must be submitted within 48 hours of booking date
10.2 Bereavement
In case of death of immediate family member:
- Full refund with no processing fees
- Provide death certificate or obituary
- Applies to customer or immediate family (spouse, parent, child, sibling)
10.3 Flight Cancellations
If your flight to Dubai is cancelled:
- Provide airline cancellation confirmation
- Full refund or flexible rescheduling
- Must be submitted within 24 hours of scheduled booking
11. Group Bookings
For groups of 10 or more persons:
- Special cancellation terms apply
- Typically require 14 days notice for any refund
- Partial cancellations may be permitted
- Contact groups@dubaihotpoints.com for specific terms
12. Promotional and Discounted Bookings
Tickets purchased during promotions:
- May have stricter refund policies
- Flash sale tickets are often non-refundable
- Black Friday/Cyber Monday deals have special terms
- Always review specific promotion terms before booking
13. Store Credit and Vouchers
13.1 Store Credit Option
Instead of a refund, you may choose store credit:
- Receive 110% value as store credit
- Valid for 12 months from issue date
- Can be used for any service on our platform
- Non-transferable and non-refundable
13.2 Gift Vouchers
- Generally non-refundable once purchased
- Can be transferred to another person
- Check expiry dates carefully
- Extensions may be granted on case-by-case basis
14. Currency and Exchange Rates
Regarding foreign currency transactions:
- Refunds are processed in the original transaction currency
- Exchange rate fluctuations may result in different amounts
- We use the rate applicable on the refund processing date
- Currency conversion fees are not refundable
15. Contact Information for Refunds
16. Policy Updates
This Refund Policy may be updated periodically. Changes will be posted on our website with an updated "Last Modified" date. Significant changes will be communicated via email to registered users.
17. Acceptance of Policy
By making a booking with Dubai Adventures, you acknowledge that you have read, understood, and agree to this Refund Policy. If you do not agree with any part of this policy, please do not complete your booking.
💡 Pro Tip: To avoid cancellation fees, consider purchasing travel insurance or booking flexible-rate tickets when available. Always read the specific cancellation terms for your booking during checkout.
Thank you for choosing Dubai Adventures. We're committed to providing fair and transparent refund policies while delivering exceptional experiences in Dubai.