Cancellation & refund policy

Cancellation windows differ by experience: some are free to cancel up to 24 or 48 hours before, some are non-refundable from the moment the operator confirms, and a few are refundable only if the operator cancels. Every listing states its own window before you enquire, and we repeat it in writing when we confirm your booking.

If the listing and your written confirmation ever disagree, the written confirmation wins — it is the document that reflects what the operator actually confirmed for your date.

Message us on WhatsApp or email our support address with your reference number. A cancellation is effective from the moment we receive it, not from when we reply, and we send written confirmation of the outcome.

Requests sent outside our hours (10am – 6pm Gulf Standard Time, Monday to Saturday) are timestamped on arrival, so a message sent at 11pm the night before a free-cancellation deadline counts as sent at 11pm.

Where the listing's terms give you a refund, we return the amount to the original payment method. Bank and card processing times are outside our control; the money usually appears within five to ten working days of us releasing it.

Where the listing's terms do not give you a refund, we will still ask the operator on your behalf. Some operators allow a date change instead of a refund, and we will always try that before telling you no.

If an experience cannot run — weather, safety, mechanical failure, an operator shortfall — you choose between a full refund of what you paid us and a rebooking on another date at the same price, even if that date is priced higher.

We tell you as soon as we know. We do not hold a cancellation back in the hope that it resolves itself.

Contact us immediately, while the problem is still fixable — on WhatsApp during our hours (10am – 6pm Gulf Standard Time, Monday to Saturday). Tell us what happened and, where you can, send a photograph.

What we can put right depends on the operator's terms and on what actually happened; we will tell you honestly what is recoverable and what is not, and we pursue the operator ourselves rather than asking you to do it.

Nothing in this policy removes rights you have under the UAE Consumer Protection Law (Federal Law 15 of 2020) or under the consumer law of your own country of residence.