Introduction
At DubaiElevate, we strive to ensure that every customer has an exceptional experience with our premium Dubai experiences. We understand that plans can change, which is why we've established a clear and fair refund policy to provide flexibility while maintaining our commitment to our experience providers.
This Refund Policy outlines the terms and conditions for refunds and cancellations of bookings made through our website at dubaielevate.com. By making a booking with us, you agree to the terms of this Refund Policy.
Standard Cancellation and Refund Policy
Our standard cancellation and refund policy applies to most experiences offered through DubaiElevate, unless otherwise specified in the individual experience description or your booking confirmation.
Timeframes and Refund Percentages:
| Cancellation Timeframe |
Refund Amount |
| More than 48 hours before scheduled experience |
100% refund (full refund) |
| 24-48 hours before scheduled experience |
50% refund |
| Less than 24 hours before scheduled experience |
No refund (0%) |
| No-show |
No refund (0%) |
Please note that the cancellation timeframe is calculated based on the date and time of the scheduled experience, not from the time of booking.
For example, if your experience is scheduled for Monday at 2:00 PM:
- Cancellations made before Saturday 2:00 PM will receive a full refund.
- Cancellations made between Saturday 2:00 PM and Sunday 2:00 PM will receive a 50% refund.
- Cancellations made after Sunday 2:00 PM will not be eligible for a refund.
Experience-Specific Refund Policies
Some experiences may have different cancellation and refund policies due to their exclusive nature or specific provider requirements. These exceptions will be clearly indicated on the experience details page and in your booking confirmation.
Premium Experiences:
For certain high-demand or premium experiences (such as Luxury Breakfast at Burj Al Arab), stricter cancellation policies may apply:
- Cancellations more than 72 hours before the scheduled experience: 100% refund
- Cancellations 48-72 hours before the scheduled experience: 75% refund
- Cancellations 24-48 hours before the scheduled experience: 25% refund
- Cancellations less than 24 hours before the scheduled experience: No refund
Group Bookings:
For bookings of 5 or more people, the following cancellation policy applies:
- Cancellations more than 7 days before the scheduled experience: 100% refund
- Cancellations 3-7 days before the scheduled experience: 50% refund
- Cancellations less than 3 days before the scheduled experience: No refund
How to Request a Cancellation and Refund
To cancel your booking and request a refund, please follow these steps:
- Log in to your DubaiElevate account and go to "My Bookings."
- Locate the booking you wish to cancel and click on "Cancel Booking."
- Follow the prompts to complete the cancellation process.
Alternatively, you can request a cancellation by:
Please include your booking reference number and the reason for cancellation in all communications.
Important: The timestamp of your cancellation request (email, phone call, or website cancellation) will determine which refund tier applies. We recommend cancelling through your account when possible, as this provides an immediate timestamp.
Refund Processing
Once your cancellation request is approved and processed:
- Refunds will be processed back to the original payment method used for booking.
- Processing time: While we initiate refunds within 1-3 business days of approval, it may take 5-10 business days for the refund to appear in your account, depending on your payment provider's policies.
- Currency: Refunds will be processed in the original currency of the transaction.
- Payment processing fees: Please note that payment processing fees (typically 2-3% of the transaction amount) are non-refundable, even for full refunds.
You will receive an email confirmation once your refund has been processed.
Modifications to Bookings
We understand that plans can change. Rather than cancelling your booking, you may have the option to modify it, subject to availability and the following conditions:
Date/Time Changes:
- Requests to change the date or time of your experience must be made at least 48 hours before the originally scheduled experience.
- Date/time changes are subject to availability.
- No additional fee applies for the first modification.
- Subsequent modifications will incur an administrative fee of $25 per change.
Participant Changes:
- Changes to the number of participants or participant names can be made up to 24 hours before the scheduled experience.
- If you reduce the number of participants, our standard refund policy applies to the cancelled portions.
- If you increase the number of participants, this is subject to availability and additional payment for the extra participants.
To request a modification to your booking, please contact our customer service team at info@dubaielevate.com or call +44 344 274 3469.
Cancellation by DubaiElevate
In certain circumstances, DubaiElevate or our experience providers may need to cancel a booking. This could be due to:
- Adverse weather conditions that affect the safety or quality of the experience
- Unexpected venue closure
- Insufficient number of participants for group experiences
- Force majeure events (natural disasters, civil unrest, pandemic restrictions, etc.)
- Technical or operational issues
In the event that we need to cancel your booking, you will be offered the following options:
- Reschedule: Change your booking to an alternative date (subject to availability) at no additional cost.
- Alternative Experience: Book a different experience of equal or lesser value, with the price difference refunded if applicable. If you choose a more expensive experience, you'll only need to pay the difference.
- Full Refund: Receive a 100% refund, including any processing fees that were charged.
We will make every effort to notify you of any cancellation as soon as possible and work with you to find the best solution.
Non-Refundable Circumstances
There are certain situations where refunds are not provided, including but not limited to:
- No-Shows: If you fail to attend the experience without prior notification, no refund will be provided.
- Partial Use of Services: If you choose not to use certain elements of an experience package, no partial refunds will be provided for unused components.
- Denied Entry: If you are denied entry due to failure to meet specific requirements that were clearly communicated at the time of booking (e.g., dress code, age restrictions, lack of required identification, etc.), no refund will be provided.
- Misconduct: If your participation in an experience is terminated due to inappropriate behavior, violation of rules, or any conduct that endangers yourself or others, no refund will be provided.
- Falsified Information: If you have provided false or fraudulent information during the booking process, no refund will be provided.
Special Circumstances and Exceptions
We recognize that there may be special circumstances that warrant exceptions to our standard refund policy:
Medical Emergencies:
In case of serious illness or injury preventing you from attending the experience, we may offer a full refund or the option to reschedule, regardless of the standard cancellation timeframe. This requires submission of valid medical documentation within 7 days of the scheduled experience date.
Bereavement:
In the unfortunate event of a death in the immediate family, we may offer a full refund or the option to reschedule. Supporting documentation may be required.
Travel Disruptions:
For significant travel disruptions beyond your control (e.g., flight cancellations, severe delays), we will assess refund requests on a case-by-case basis. Documentation of the disruption will be required.
All special circumstance refund requests must be submitted to info@dubaielevate.com with appropriate supporting documentation.
Gift Certificates and Vouchers
If you have purchased a DubaiElevate gift certificate or received one as a gift:
- Gift certificates are non-refundable but can be transferred to another person.
- Gift certificates are valid for 12 months from the date of purchase.
- Once a gift certificate has been redeemed to book a specific experience, the standard cancellation policy for that experience applies.
For any questions regarding gift certificates, please contact our customer service team.
Promotional Offers and Discounts
If you booked an experience using a promotional discount, special offer, or rewards points:
- The refund will be calculated based on the actual amount paid, not the original price before discount.
- Some promotional offers may be marked as non-refundable or have special refund conditions, which will be clearly indicated at the time of booking.
- Reward points used for a booking that is subsequently cancelled will be returned to your account according to our standard cancellation policy percentages.
Disputes and Resolution
If you have concerns about a refund decision:
- Contact our customer service team at info@dubaielevate.com with your booking reference and details of your concern.
- We aim to respond to all refund disputes within 3 business days.
- If you remain unsatisfied with our response, you may escalate your concern to our management team for review.
Our goal is to resolve all disputes fairly and in accordance with our policies.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy.
For bookings made prior to a policy change, the Refund Policy in effect at the time of booking will apply.
Contact Information
If you have any questions about this Refund Policy or would like to request a cancellation or refund, please contact us:
Last Updated
This Refund Policy was last updated on May 1, 2024.
