Cancellation and Refund Policy

To cancel, open your booking page (or My bookings, if you are logged in) and tap “Cancel booking”, or message us on WhatsApp on +971 52 971 3699 or through the Contact page with your booking reference and the email or phone number used for the booking.

We go by the time your cancellation or message reaches us, and we need to be able to identify the booking. After you cancel online, your booking page shows the booking as cancelled. Take a screenshot, or message us on WhatsApp and we will confirm in writing.

Do not post a booking token, payment details or sensitive personal information in a public comment or review.

You may ask to change the date, party, transport, pickup, vehicle units or add-ons. A change is not confirmed until we complete a fresh availability, cutoff, capacity and price check and send written confirmation.

If the new selection costs more, the difference must be paid before it is confirmed. If it costs less, any adjustment follows the accepted cancellation conditions. Moving a booking within a restricted cancellation window is not guaranteed and may carry the same consequences as cancellation.

Name corrections and small contact updates are usually handled without a fee when they do not change eligibility, price, capacity or the operating arrangement.

A cancellation that reaches us after the deadline is not refunded. By then your car, staff, camp places or room are already booked.

A guest who is not ready within the confirmed pickup window, cannot be reached through the supplied contact details, attends the wrong meeting point or arrives after departure is recorded as a no-show. No-shows are not refunded.

If you believe the pickup failed because of our confirmed routing or communication, contact us promptly so we can review driver, message and booking records.

Safety, severe weather, access restrictions, vehicle issues, venue closure, government direction or another event outside practical control may require a route, timing, vehicle, activity or programme change.

If the overall experience can still be delivered safely and substantially as booked, a reasonable operational adjustment may not create an automatic right to cancel. If we cancel the complete experience before it starts for a reason other than bad weather, we will offer an available reschedule or return the amount paid for the cancelled service. Bad weather is covered in the next section.

If a material paid element cannot be supplied, we will assess an appropriate alternative, reschedule, credit or refund for that affected element. We will not substitute an undisclosed lower-value paid service without addressing the difference.

If the weather turns bad, we offer you a new date. If your trip is still 48 hours or more away, you can cancel for a full refund instead. Desert conditions can also change on the day: a guide or operator may shorten, reroute, delay or stop an activity to protect guests, staff, vehicles or the environment. The remedy then depends on how much of the confirmed service was affected and the accepted booking conditions.

A guest who does not meet a disclosed age, identification, health, sobriety or safety requirement may be refused the affected activity. A refund is not automatic where the requirement was clearly disclosed before payment and the guest supplied inaccurate or incomplete information. No trip needs a waiver.

Where a previously undisclosed eligibility requirement prevents participation, contact us so the booking record and supplier condition can be reviewed.

Group vehicles, private seating, camps, powered activities and other physical add-ons may have separate capacity or supplier deadlines. Those conditions are displayed with the selected option or stated in the written group confirmation.

Reducing guest numbers does not necessarily reduce a per-vehicle, per-area or fixed supplier charge. Removing one item from a bundled or grouped arrangement may require a new quote for the remaining services.

If a paid add-on becomes unavailable through no fault of the guest and no accepted equivalent is supplied, the amount paid for that unavailable add-on will be eligible for adjustment or refund.

An approved online-payment refund goes back through the payment partner you paid with, Stripe or SimpleBit, to the original payment method unless a different lawful arrangement is agreed. We record whether the refund is full or partial and notify you through an available booking contact channel.

An approved refund reaches your card or wallet in 5 to 7 working days. Currency-conversion differences or bank fees are controlled by the relevant financial provider.

A cash, offline or payment-link booking is refunded through the appropriate verified route after the finance record and recipient are checked. We will never ask for a complete card number by email or chat to process a refund.

If the outcome appears inconsistent with the accepted booking conditions, contact us with the booking reference, cancellation time and relevant messages. We will review the quote, confirmation, payment and operational records.

Nothing in this policy limits a right or remedy that cannot lawfully be limited under applicable UAE consumer-protection law. The Terms of Service explain the wider booking contract and dispute framework.