This policy applies to every booking, registration, ticket, activity, experience and service bought through the UAE Grand Tour website, unless different terms are expressly given at the time of booking.
Because the full price is taken at the time of booking, an approved refund is always the return of money we already hold. It goes back to the card or the account it came from wherever that is possible.
01When a refund is due
Requests are assessed under this policy and the applicable laws of the United Arab Emirates. A refund may be approved where:
- the journey, activity or event is cancelled by UAE Grand Tour;
- it is materially changed in a way that significantly affects what you booked;
- a duplicate payment or a payment processing error has occurred; or
- a refund is otherwise required under applicable United Arab Emirates law.
Where you are the one cancelling, how much comes back is determined by the Cancellation Policy, and this policy governs how it is paid.
02When it is not
Unless the law requires otherwise, or we stated otherwise during booking, a refund is not given for:
- a change of personal travel plans;
- not attending something you booked;
- arriving late or leaving early;
- a visa refusal or an immigration decision;
- transport delays outside our reasonable control;
- adverse weather where the event goes ahead as scheduled; or
- any other circumstance outside our reasonable control that does not cause the booking to be cancelled.
03How to ask, and what then happens
Send the request in writing to our customer support team, with your booking reference and anything that supports it. It must come from the lead traveller or the booking agent.
- Refunds are made to the original payment method wherever that is possible.
- An approved refund is processed within 30 to 45 business days of approval. How long it then takes to appear depends on your own bank or payment provider.
- Where the law permits, non-refundable processing fees charged by third-party providers may be deducted from the amount refunded.
- Amounts already paid to providers for items that cannot be refunded are deducted before the refund is calculated. Those items are listed in the Cancellation Policy.
04If you disagree with us
Please contact our customer support team before raising a dispute or a chargeback with your card provider. It is faster, and a chargeback freezes the booking while it is investigated.
Every dispute is investigated using the booking record, the payment confirmations, attendance records and the correspondence between us. This does not limit any statutory right you have as a consumer under United Arab Emirates law.
A complaint or dispute about a completed journey must reach us within 14 days of its completion.
05Bad faith
Where an investigation shows that a chargeback or a refund request was made fraudulently or in bad faith, we may cancel any related bookings, decline future bookings from the traveller concerned, recover amounts outstanding, and pursue any other remedy available in law.
06Limit of liability
To the maximum extent permitted by applicable law, our total liability in connection with a booking does not exceed the amount you paid for that booking.
Nothing in this policy excludes or limits a liability that cannot lawfully be excluded or limited under the laws of the United Arab Emirates.
07Governing law and jurisdiction
This policy is governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising out of or in connection with it is subject to the exclusive jurisdiction of the competent courts of the Emirate of Dubai, unless applicable law requires otherwise.
We may amend this policy from time to time. Any amendment takes effect upon publication on this website.