Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

1. Introduction

This Refund Policy outlines the terms and conditions under which Dubai Visit Experience ("we," "us," or "our") processes refunds for bookings made through our website dubaivisitexperience.com. This policy should be read in conjunction with our Terms & Conditions.

Dubai Visit Experience is a registered company in the United Kingdom (Company Registration Number: 01581922) with registered address at 35 Wilson Ridges Morrismouth, L39 3LJ, United Kingdom.

We are committed to providing fair and transparent refund terms while respecting the policies of our Attraction Partners who operate the services you book.

2. Important Notice

Please read carefully before making a booking:

• Refund policies vary by attraction and specific booking
• The specific refund policy applicable to your booking is displayed before purchase confirmation
• By completing a booking, you acknowledge and accept the applicable refund policy
• Some bookings are non-refundable or subject to cancellation fees
• We act as an intermediary; refunds are subject to Attraction Partner policies

3. Standard Refund Categories

3.1 Fully Refundable Bookings

Eligibility: Bookings labeled as "Fully Refundable" or "Free Cancellation"

Terms:

• 100% refund if cancelled within specified timeframe (typically 24-72 hours before scheduled visit)
• Cancellation request must be submitted through your account or customer support
• Confirmation of cancellation will be sent via email
• Refund processed to original payment method

Timeframes:

• Most attractions: Cancel up to 24 hours before visit for full refund
• Premium experiences: Cancel up to 48-72 hours before visit
• Desert safaris: Cancel up to 24 hours before pickup time
• Special events: Cancel up to 7 days before event date

3.2 Partially Refundable Bookings

Eligibility: Bookings with cancellation fees or partial refund terms

Typical Structure:

• More than 7 days before visit: 80-90% refund (10-20% cancellation fee)
• 4-7 days before visit: 50-70% refund (30-50% cancellation fee)
• 2-3 days before visit: 25-40% refund (60-75% cancellation fee)
• Less than 48 hours: No refund or minimal refund (20% maximum)

Note: Specific percentages vary by attraction and are clearly stated at time of booking

3.3 Non-Refundable Bookings

Identification: Clearly marked as "Non-Refundable" at time of purchase

Characteristics:

• Usually offered at discounted prices
• No refund available after purchase confirmation
• May allow date changes subject to availability and change fees
• No exceptions for personal circumstances (illness, travel changes, etc.)

Common Non-Refundable Categories:

• Special promotional offers and flash sales
• Heavily discounted early-bird bookings
• Last-minute availability deals
• Certain premium VIP experiences
• Package deals and combo tickets

4. Cancellation Process

4.1 How to Request a Cancellation

Online Cancellation:

1. Log in to your account at dubaivisitexperience.com
2. Go to "My Bookings" section
3. Select the booking you wish to cancel
4. Click "Cancel Booking" button
5. Confirm your cancellation request
6. Receive immediate email confirmation

Customer Support Cancellation:

• Email: info@dubaivisitexperience.com
• Phone: +44 023 6489 309
• Provide booking reference number and cancellation reason
• Request will be processed within 24 hours

4.2 Information Required

When requesting a cancellation, please provide:

• Booking reference number
• Full name as per booking
• Email address used for booking
• Reason for cancellation (optional but helpful)
• Preferred refund method (if applicable)

4.3 Cancellation Confirmation

Upon successful cancellation, you will receive:

• Email confirmation of cancellation
• Cancellation reference number
• Refund amount breakdown
• Expected refund processing timeframe
• Instructions for any further steps required

5. Refund Processing

5.1 Processing Timeframes

Our Processing Time: 5-10 business days from cancellation approval

Bank/Payment Provider Processing: Additional 5-7 business days

Total Expected Timeframe: 10-17 business days maximum

Note: Processing times may be longer during peak seasons, holidays, or due to banking procedures in certain countries.

5.2 Refund Methods

Primary Method: Original payment method

• Credit card refunds appear as a credit on your statement
• Debit card refunds return to your bank account
• Digital wallet refunds return to your wallet balance

Alternative Methods: (In specific circumstances)

• Bank transfer (for large amounts or expired cards)
• Store credit or voucher (if agreed upon)
• Different payment method (requires verification)

5.3 Refund Amount Calculation

Your refund amount may be affected by:

• Applicable cancellation fees per attraction policy
• Processing fees (if specified at booking)
• Currency conversion differences (for international transactions)
• Time elapsed since booking date

Example Calculation:

• Original booking amount: $100
• Cancellation 5 days before visit: 70% refund policy
• Refund amount: $70
• Retained amount: $30 (cancellation fee)

6. Special Circumstances

6.1 No-Show Policy

Definition: Failure to arrive at the attraction at the scheduled time without prior cancellation

Consequences:

• No refund available for no-shows
• Tickets become invalid and cannot be rescheduled
• No exceptions for traffic, delays, or personal reasons

Prevention: If you anticipate being late, contact customer support immediately for possible assistance.

6.2 Late Arrivals

If you arrive late and are denied entry:

• No refund will be provided
• Some attractions may accommodate late arrivals at their discretion
• Contact the attraction directly upon arrival to request assistance
• We recommend arriving 15-30 minutes before scheduled time

6.3 Weather-Related Cancellations

Attraction-Initiated Closure:

• Full refund or free rescheduling if attraction closes due to weather
• Refund processed automatically within 5-7 business days
• You will be notified via email and SMS

User Choice Due to Weather:

• Standard cancellation policy applies
• No special weather exemption for user-initiated cancellations
• Exception: Severe weather warnings issued by government authorities

6.4 Medical Emergencies and Illness

Policy:

• Standard cancellation terms apply to most bookings
• Medical certificate does not automatically guarantee refund
• We recommend purchasing travel insurance for such situations

Consideration:

• Each case reviewed individually on compassionate grounds
• Medical documentation may be requested
• Partial refunds or vouchers may be offered at our discretion

6.5 Government Restrictions and Force Majeure

In cases of:

• Government-mandated closures
• Travel bans or restrictions
• Natural disasters
• Pandemics or public health emergencies
• Civil unrest or security threats

Our Response:

• Full refund or credit voucher offered
• Free rescheduling for future dates
• Extended validity periods for bookings
• Flexible cancellation terms during crisis periods

7. Attraction-Specific Policies

7.1 Theme Parks and Water Parks

(e.g., LEGOLAND Water Park, IMG Worlds of Adventure, Wild Wadi)

• Typically offer flexible cancellation up to 24 hours before
• Same-day cancellations not permitted
• Date changes usually allowed with 48 hours notice
• Peak season bookings may have stricter terms

7.2 Observation Decks and Viewpoints

(e.g., The View At The Palm, Ain Dubai, Dubai Frame)

• Generally flexible cancellation policies
• Can often reschedule without penalty
• Time-slot specific bookings require advance notice
• VIP experiences may have stricter terms

7.3 Desert Safaris

• Minimum 24 hours notice required for cancellation
• Full refund if cancelled 24+ hours in advance
• No refund for cancellations within 24 hours
• Weather cancellations handled case-by-case
• Private safaris may have different terms

7.4 Museums and Cultural Attractions

(e.g., Museum of the Future, Infinity des Lumieres)

• Usually flexible cancellation up to 24 hours prior
• Special exhibitions may be non-refundable
• Annual passes typically non-refundable after purchase

7.5 Special Events and Seasonal Attractions

(e.g., Dubai Miracle Garden, Special Shows)

• More restrictive cancellation policies
• Often require 7-14 days notice for refunds
• Limited or no-refund for last-minute cancellations
• Tickets may be non-transferable

8. Modification and Date Changes

8.1 Modification Requests

Eligibility:

• Available for most bookings (check specific terms)
• Subject to availability at the attraction
• Must be requested in advance of original booking date

Process:

1. Log in to your account
2. Select booking to modify
3. Choose "Modify Booking" option
4. Select new date/time
5. Confirm any price differences or fees

8.2 Modification Fees

Typical Fee Structure:

• First modification (7+ days before): Often free
• First modification (2-6 days before): $5-$15 per ticket
• Subsequent modifications: $10-$25 per ticket
• Last-minute modifications (48 hours): $15-$30 per ticket

Price Differences:

• Moving to more expensive date: Pay the difference
• Moving to cheaper date: Generally no refund of difference
• Some attractions may offer credit for future use

9. Group Bookings and Corporate Accounts

9.1 Group Booking Refunds

(Bookings of 10+ tickets)

• May have special cancellation terms
• Often require longer advance notice (7-14 days)
• Partial cancellations (reducing numbers) may incur fees
• Contact our group booking team for specific terms

9.2 Corporate Account Refunds

• Subject to corporate agreement terms
• May have different cancellation windows
• Credits or invoice adjustments may be available
• Contact your corporate account manager

10. Vouchers and Gift Cards

10.1 Purchased Vouchers

• Non-refundable once purchased
• Can be used toward any available attraction
• Valid for 12 months from purchase date
• Cannot be exchanged for cash
• Transferable to other users

10.2 Promotional Credit

• Issued as compensation or promotional offer
• Non-refundable and non-transferable
• Must be used within specified validity period
• Subject to terms stated in credit issuance

11. Refund Disputes and Appeals

11.1 Dispute Process

If you disagree with a refund decision:

1. Initial Review: Contact customer support with your concerns
2. Documentation: Provide supporting evidence (photos, correspondence, etc.)
3. Investigation: We review your case within 5-7 business days
4. Decision: Final decision communicated via email

11.2 Escalation

If not satisfied with initial response:

• Request escalation to management team
• Additional review conducted within 10 business days
• Final company decision issued in writing

11.3 External Resolution

After exhausting our internal process, you may:

• Contact your credit card company for chargeback (within their timeframes)
• Seek consumer protection assistance
• Pursue alternative dispute resolution

12. Exceptions and Special Considerations

12.1 Unforeseen Circumstances

We reserve the right to offer refunds or credits outside standard policy in exceptional circumstances, including:

• Significant service failures on our part
• Attraction Partner errors affecting your experience
• Compassionate cases reviewed individually
• System errors or technical issues

12.2 Goodwill Gestures

At our sole discretion, we may offer:

• Partial refunds beyond policy terms
• Credit vouchers for future bookings
• Complimentary upgrades or add-ons
• Extended validity periods

Note: Goodwill gestures do not establish precedent or waive our standard policies.

13. Payment Method Specific Information

13.1 Credit Card Refunds

• Appear as credit on your next statement
• May take 1-2 billing cycles to reflect
• If card is expired, contact your bank for alternative

13.2 Debit Card Refunds

• Return directly to your bank account
• Processing time depends on your bank
• Check with your bank if not received within stated timeframe

13.3 Digital Wallet Refunds

• Return to your wallet balance
• Usually faster than traditional methods (3-5 days)
• Check your wallet transaction history

14. International Customers

14.1 Currency Considerations

• Refunds processed in original transaction currency
• Exchange rate fluctuations may result in different amounts
• Foreign transaction fees by your bank are non-refundable
• Currency conversion is handled by your payment provider

14.2 International Banking Delays

• Cross-border refunds may take longer (up to 30 days)
• Additional verification may be required
• Contact your bank if refund is delayed beyond normal timeframe

15. Contact Information for Refund Inquiries

Customer Support:

Email: refunds@dubaivisitexperience.com
General Email: info@dubaivisitexperience.com
Phone: +44 023 6489 309

Mailing Address:

Dubai Visit Experience
Refunds Department
35 Wilson Ridges Morrismouth
L39 3LJ
United Kingdom

Operating Hours:

Monday - Friday: 9:00 AM - 6:00 PM GMT
Saturday: 10:00 AM - 4:00 PM GMT
Sunday: Closed

Emergency Contact: For urgent cancellations within 24 hours of your booking, call our emergency line available 24/7

16. Tips for Smooth Refund Processing

To ensure quick refund processing:

• Cancel as early as possible within the allowed timeframe
• Keep your booking reference number handy
• Ensure your contact information is current
• Respond promptly to any verification requests
• Check your spam folder for refund confirmation emails
• Keep records of all correspondence
• Read attraction-specific policies before booking

17. Frequently Asked Questions

Q: Can I cancel a non-refundable booking?
A: You can cancel, but no refund will be provided. Some non-refundable bookings may allow date changes for a fee.

Q: What if I miss my scheduled time slot?
A: No refund will be provided for missed time slots. Contact the attraction immediately upon arrival for possible accommodation.

Q: Can someone else use my ticket if I can't attend?
A: Most tickets are transferable unless specifically stated otherwise. Check your booking confirmation for details.

Q: How do I know if my refund has been processed?
A: You will receive an email confirmation when the refund is processed from our side. Check with your bank for final credit timing.

Q: What if the attraction doesn't meet my expectations?
A: Refunds for dissatisfaction are not provided. Contact the attraction directly with feedback or complaints.

Q: Can I get a partial refund for my group if some people can't attend?
A: Partial refunds depend on the attraction's policy and how far in advance you notify us. Contact customer support for assistance.

18. Policy Updates

This Refund Policy may be updated periodically to reflect:

• Changes in Attraction Partner policies
• Legal or regulatory requirements
• Improvements to our processes
• Seasonal or special circumstances

Updates are effective immediately upon posting. Material changes will be communicated via email to registered users.

19. Legal Framework

This Refund Policy is governed by:

• UK Consumer Rights Act 2015
• UK Consumer Contracts Regulations 2013
• General Data Protection Regulation (GDPR)
• Payment Services Regulations 2017

This policy does not affect your statutory rights as a consumer.

20. Final Notes

Important Reminders:

• Always read the specific refund policy for your booking before confirming purchase
• Consider purchasing travel insurance for additional protection
• Book refundable options if your plans are uncertain
• Contact us immediately if circumstances change
• Keep all booking confirmations and correspondence

Our Commitment:

Dubai Visit Experience is committed to fair and transparent refund practices. While we must balance customer satisfaction with the commitments we make to our Attraction Partners, we strive to find reasonable solutions whenever possible.

This Refund Policy was last updated on January 1, 2025 and is effective immediately.

By making a booking with Dubai Visit Experience, you acknowledge that you have read, understood, and agree to this Refund Policy.

Company Registration: 01581922
Registered in: England and Wales
Registered Address: 35 Wilson Ridges Morrismouth, L39 3LJ, United Kingdom