Cancellation Policy

1. Overview

This policy explains how cancellations, refunds and date changes work for bookings made directly through Dubai Tourism Services (tours, tickets, cruises and holiday packages). Because we book most experiences directly with the operator, each listing may carry its own cancellation window — the exact deadline for your booking is always shown on the tour page and in your booking confirmation email.

2. Standard Free-Cancellation Window (Tours & Activities)

Unless a tour page states otherwise, tour and activity bookings can be cancelled free of charge up to 24 hours before the scheduled start time for a full refund.

• Cancel 24 hours or more before start time — full refund
• Cancel less than 24 hours before start time — non-refundable, unless the operator's own policy allows otherwise
• No-shows on the day of the experience are treated as non-refundable

3. Tickets — Final Sale, No Refunds

Attraction and entry tickets sold on our site are non-refundable and non-cancellable once purchased. Because tickets are issued and confirmed with the attraction immediately on payment, your purchase is final the moment it's completed — there is no 24-hour cancellation window for tickets.

• Once a ticket is bought, it cannot be cancelled or refunded for change of mind
• This also applies if a ticket was added on top of a tour or package booking — the ticket portion stays non-refundable once purchased, even if the tour or package itself is later cancelled within its own free-cancellation window
• Double-check the date, attraction and number of guests before completing payment
• If a ticket was purchased in error or the attraction itself cancels/closes on your visit date, message us — we'll review it with the attraction on a case-by-case basis

4. Date-Specific & Limited-Availability Experiences

Some experiences — including desert safaris with fixed pickup slots, dinner cruises, multi-day holiday packages, and anything marked "non-refundable" or "date-specific" on its listing — follow a stricter cancellation window because the operator reserves capacity (a vehicle seat, a cabin, a hotel room) specifically for you in advance. Where this applies, the exact cutoff and any partial-refund tiers are shown on the tour page before you book and in your confirmation email.

5. Holiday Packages

Multi-day packages (flights, hotels and bundled activities) often involve third-party suppliers with their own cancellation terms, which can be stricter closer to departure. For these bookings:

• Cancellations made well in advance of the travel date are generally refundable, minus any non-refundable deposits already paid to hotels or airlines
• Cancellations made closer to the departure date may only be partially refundable
• The specific terms for your package are confirmed at the time of booking

6. How to Cancel or Request a Refund

No forms, no call centre. To cancel an eligible booking (tours, activities, packages — see above; tickets are final sale and excluded):

• Go to My Account → My Bookings and use the Cancel option on the relevant booking, or
• Message us on WhatsApp or email with your booking reference

We'll confirm whether your booking qualifies for a free cancellation and process it from our side the same day.

7. Refund Timelines

Approved refunds are returned to your original payment method:

• Card payments (via Stripe) — typically 5–7 business days, depending on your bank
• PayPal — typically 3–5 business days
• Pay-on-pickup / cash bookings — no charge is made, so there is nothing to refund if cancelled in advance

8. Changes Made by Us or the Operator

If an experience is cancelled or significantly changed by us or the operator — due to weather, safety, low bookings, or operational reasons — you'll be offered a full refund or the option to reschedule to another available date, at no extra cost. This also applies to tickets if the attraction itself cancels or closes.

9. Rescheduling / Date Changes

Need a different date instead of a refund? Most tour and activity bookings can be rescheduled free of charge if requested within the same cancellation window above, subject to availability on the new date. Use My Account → My Bookings → Request a Change, or message us directly. Tickets cannot be rescheduled once purchased.

10. Need Help?

If anything here is unclear, or your situation doesn't fit neatly into the above (a medical emergency, a flight delay, a visa issue), message us — we review these case by case and will always try to find a fair outcome.