Cancellation and Refund Policy
This policy explains when a booking can be cancelled, what is refunded, and how long the money takes to come back. It applies to every booking made on dubextours.com.
Free cancellation up to 24 hours before
Most of our experiences can be cancelled free of charge up to 24 hours before the start time, for a full refund of what you paid. The cancellation window for your booking is shown on the experience page and repeated on your voucher, because a few products have a different window set by the attraction.
Cancelling inside 24 hours
Inside the 24-hour window a booking is no longer refundable, because the guide, vehicle or timed entry slot has already been committed on your behalf. Contact us anyway — where the supplier allows it we will move your booking to another date at no charge rather than lose it entirely.
How to cancel
Message us on WhatsApp at +971 58 566 2335 or email help@dubextours.com with your booking number. Your booking number begins with BR- and is at the top of your confirmation email. A cancellation is effective when we confirm it, not when the message is sent, so please wait for our reply.
What is refunded
- Cancelled in time — the full amount you were charged, including any processing fee.
- Cancelled by us — the full amount, or a free move to another date, whichever you prefer.
- No-show or late arrival — no refund. Drivers and guides wait as long as they reasonably can, and we will always try to reach you first.
- Timed attraction tickets already issued — refundable only if the attraction allows it. Where a ticket has been issued in your name we will tell you before you cancel.
- Partly used bookings — no refund for the unused part once an experience has started.
If we cancel
We occasionally cancel for weather, safety, or a closure at the attraction — a desert trip in a sandstorm or a cruise in high winds, for example. If that happens you choose between a full refund and moving to another date. We do not keep any part of the payment when the cancellation is ours.
How long a refund takes
Refunds go back to the card or method you paid with. We process them within 2 business days of confirming the cancellation. Your bank then takes its own time, usually 5 to 10 business days, and that part is outside our control. We cannot refund to a different card or account than the one used to pay.
Changing a booking instead
Changing the date, the pickup address or the number of guests is usually easier than cancelling, and is free more than 24 hours ahead where availability allows. Message us and we will confirm the change in writing.
If something went wrong
If an experience did not run as described, tell us within 7 days so we can look into it while the details are still checkable. Email help@dubextours.com with your booking number and what happened. We will respond within 2 business days.