At Dunes to Downtown we want you to book with confidence. This policy explains when you can cancel a booking, whether you are eligible for a refund, and how refunds are processed. It applies to bookings made through our website and mobile app.
Cancellation windows
- Cancel 48 hours or more before the tour start time — receive a full refund.
- Cancel between 24 and 48 hours before the tour start time — receive a 50% refund.
- Cancel less than 24 hours before the tour, or no-show — non-refundable.
Some tours may have different terms, which are shown on the tour page at the time of booking. Where a specific tour states its own cancellation terms, those terms apply.
Non-refundable bookings
Certain experiences are sold as non-refundable (for example, special events, tickets purchased on your behalf, or last-minute bookings). This is clearly indicated on the tour page before you pay. These bookings cannot be refunded once confirmed.
Cancellations by us (weather or operational)
Your safety comes first. If a tour is cancelled by us due to weather, safety, or operational reasons, you will be offered a free reschedule or a full refund — your choice.
How to cancel or request a refund
- Email [email protected] from your registered email, or call +971 55 534 6567.
- Include your booking reference, name, and tour date.
- We will confirm your cancellation and, if eligible, process your refund.
Refund processing time
Approved refunds are issued to your original payment method. Please allow 7–14 business days for the amount to appear, depending on your bank or payment provider. For instalment payments (Tabby / Tamara), refunds are handled in line with the provider's terms.
Questions? See our Terms & Conditions or contact us.