Refund Policy

At Dubai Adventures, we understand that plans change. This Refund Policy explains our cancellation and refund procedures for bookings made through dubaimysterybox.com. Please read this policy carefully before making a booking.

1. General Refund Policy

1.1 Overview

Refund eligibility depends on several factors:

• The type of attraction or service booked
• The time remaining until your scheduled visit
• The specific terms set by our Attraction Partners
• The reason for cancellation
• Whether you have already used any part of the service

1.2 Refund Categories

Our bookings generally fall into three categories:

Flexible Bookings: Allow cancellations with full or partial refunds up to a specified time before the visit date.

Standard Bookings: Allow cancellations with refunds subject to cancellation fees, typically 24-72 hours before the visit.

Non-Refundable Bookings: Cannot be cancelled or refunded under normal circumstances (often offered at discounted rates).

2. Standard Cancellation Timeline

Unless otherwise specified, the following timeline applies to standard bookings:

Cancellation Time	Refund Amount	Processing Fee
7+ days before visit	100% of booking value	No fee
3-6 days before visit	75% of booking value	25% cancellation fee
1-2 days before visit	50% of booking value	50% cancellation fee
Less than 24 hours	No refund	100% non-refundable
After visit date/No-show	No refund	100% non-refundable

2.1 Calculation Details

• Time is calculated from the moment we receive your cancellation request
• "Before visit" means before the scheduled visit date and time
• All times are based on UAE Standard Time
• Partial usage of tickets or services forfeits refund eligibility

3. Attraction-Specific Policies

Different attractions may have varying refund policies. Here are common examples:

3.1 Water Parks (LEGOLAND, Wild Wadi, Aquaventure)

• Flexible Tickets: Full refund if cancelled 48+ hours before visit
• Standard Tickets: 50% refund if cancelled 24-48 hours before visit
• Same-day cancellations: Non-refundable
• Weather-related closures: Full refund or date change option

3.2 Museums and Exhibitions (Museum of the Future, Dubai Frame)

• Timed-entry tickets: Full refund if cancelled 72+ hours before scheduled slot
• 24-72 hours notice: 50% refund
• Less than 24 hours: Non-refundable
• Flexible upgrade option: May be available for additional fee

3.3 Desert Safari and Tours

• Shared tours: Full refund if cancelled 48+ hours before pickup
• Private tours: 75% refund if cancelled 48-96 hours before; 50% if 24-48 hours
• Less than 24 hours: Non-refundable
• Weather cancellations by operator: Full refund or reschedule

3.4 Theme Parks (IMG Worlds, LEGOLAND Dubai)

• Advance bookings: Full refund if cancelled 5+ days before visit
• 2-4 days notice: 50% refund
• Less than 48 hours: Non-refundable
• Annual passes: Non-refundable after 14-day cooling-off period

3.5 Observation Decks (Ain Dubai, The View at The Palm)

• Flexible tickets: Full refund up to 24 hours before visit
• Standard tickets: Non-refundable
• Rescheduling: May be available subject to availability

4. How to Request a Cancellation

4.1 Cancellation Process

To cancel your booking and request a refund:

1. Contact Us Immediately: Email info@dubaimysterybox.com with your booking reference number
2. Provide Required Information: Include booking reference, customer name, attraction name, and visit date
3. State Reason: Briefly explain the reason for cancellation
4. Await Confirmation: We will review and respond within 24-48 hours
5. Return Unused Vouchers: If you received physical vouchers, they must be returned

4.2 Required Information

Your cancellation request must include:

• Booking confirmation number
• Name of primary booker
• Email address used for booking
• Attraction/service name
• Scheduled visit date and time
• Reason for cancellation

5. Refund Processing

5.1 Refund Method

Approved refunds are processed using the original payment method:

• Credit/Debit Cards: Refunded to the same card used for payment
• Bank Transfers: Returned to the original account
• Digital Wallets: Credited back to the same wallet
• Cash Payments: Bank transfer or store credit (your choice)

5.2 Processing Timeline

Stage	Timeframe
Request Review	24-48 hours
Approval Notification	1-2 business days
Refund Initiation	3-5 business days
Bank Processing	5-10 business days
Total Time (Average)	7-14 business days

5.3 Refund Confirmation

You will receive email confirmation at each stage:

• Cancellation request received
• Cancellation approved or denied
• Refund processed and initiated
• Expected arrival date in your account

6. Special Circumstances

6.1 Force Majeure Events

In case of circumstances beyond our or the Attraction Partner's control, including but not limited to:

• Natural disasters (floods, earthquakes, storms)
• Pandemics or health emergencies
• Government restrictions or closures
• Terrorist attacks or security threats
• War or civil unrest

Policy: Full refunds or rescheduling options will be provided. Alternatively, we may offer credit vouchers valid for 12 months.

6.2 Attraction Closures

If an attraction closes unexpectedly on your visit date:

• Temporary Closure: Free rescheduling to any available date within 6 months
• Permanent Closure: Full refund of booking value
• Partial Closure: Proportional refund or discount on future booking

6.3 Medical Emergencies

For cancellations due to medical emergencies:

• Full refund may be available with supporting medical documentation
• Medical certificate must be provided within 7 days of scheduled visit
• Emergency must directly affect the primary booker or immediate family member
• Documentation must be from a licensed medical professional

6.4 Flight Cancellations/Travel Issues

If your Dubai trip is cancelled due to flight issues:

• Proof of flight cancellation required (airline confirmation)
• Request must be made before scheduled visit date
• Full or partial refund subject to standard cancellation timeline
• Alternative: Date change may be available

7. Non-Refundable Situations

Refunds will NOT be provided in the following circumstances:

7.1 Customer Responsibilities

• No-shows: Failure to arrive at the attraction without prior cancellation
• Late arrivals: Missing your scheduled time slot or tour departure
• Wrong dates: Booking errors made by the customer
• Lack of documentation: Not bringing required ID, vouchers, or tickets
• Denied entry: Due to intoxication, inappropriate behavior, or dress code violations
• Partial usage: Using any part of a multi-attraction or multi-day ticket

7.2 Policy Violations

• Violation of attraction rules and regulations
• Fraudulent bookings or use of stolen payment methods
• Resale of tickets without authorization
• Use of tickets by persons other than the named booker (where applicable)

7.3 Change of Mind

For non-refundable bookings, refunds are not available simply due to:

• Change of travel plans
• Finding better prices elsewhere
• Personal preference changes
• Weather conditions (unless attraction closes)

8. Modifications and Date Changes

8.1 Changing Visit Dates

If you need to change your visit date instead of cancelling:

• Flexible tickets: Free date change up to 24 hours before visit (subject to availability)
• Standard tickets: Date change fee may apply (typically 10-25% of booking value)
• Peak to off-peak: No refund for price difference
• Off-peak to peak: Additional payment required for difference

8.2 Modification Requests

To modify your booking:

1. Contact us at least 48 hours before your visit
2. Provide your booking reference and requested changes
3. We will check availability and confirm within 24 hours
4. Pay any applicable fees or price differences
5. Receive updated confirmation

9. Group Bookings

9.1 Group Cancellation Policy

For group bookings (10+ people):

• Full group cancellation: Standard cancellation policy applies to entire booking
• Partial cancellations: Reduction of 1-3 persons usually allowed without penalty (48+ hours notice)
• Reduction of 4+ persons: May incur cancellation fees
• No-shows: No refund for individuals who don't attend

9.2 Group Booking Changes

• Name changes within the group are usually free
• Date changes require coordinator approval
• Splitting groups into different dates may incur fees

10. Promotional and Discounted Bookings

10.1 Special Offer Terms

Bookings made using promotional codes or special discounts:

• May have stricter cancellation terms
• Often non-refundable or with higher cancellation fees
• Cannot be combined with other offers
• Must comply with specific promotion terms and conditions

10.2 Flash Sales and Limited Offers

Tickets purchased during flash sales or limited-time offers:

• Typically non-refundable
• May allow date changes for a fee
• Terms are clearly stated at time of purchase

11. Chargebacks and Disputes

11.1 Payment Disputes

Before initiating a chargeback with your bank:

• Contact us first to resolve the issue
• Allow 5 business days for investigation
• We will work to find a fair solution

11.2 Chargeback Consequences

If you initiate a chargeback:

• Your booking will be automatically cancelled
• You forfeit the right to use the tickets/services
• We reserve the right to refuse future bookings
• Unwarranted chargebacks may result in legal action

12. Complaints and Dissatisfaction

12.1 Quality Issues

If you're dissatisfied with your experience at an attraction:

• Raise concerns with attraction staff on-site first
• Contact us within 48 hours of your visit
• Provide detailed description and any supporting evidence (photos, etc.)
• We will liaise with the Attraction Partner on your behalf

12.2 Compensation

Depending on the situation, we may offer:

• Partial refund for specific issues
• Credit voucher for future use
• Free tickets to the same or alternative attraction
• Goodwill gesture for service failures

Note: Subjective dissatisfaction (e.g., "didn't enjoy it as much as expected") typically doesn't qualify for refunds unless there were objective service failures.

13. Contact for Cancellations and Refunds

For all cancellation and refund requests:

14. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on this page with an updated "Last Updated" date
• Apply to bookings made after the change date
• Not affect existing bookings (original terms apply)
• Be communicated via email for material changes

15. Final Notes

This Refund Policy should be read in conjunction with our Terms & Conditions and Privacy Policy. In case of any conflict, the most customer-favorable interpretation will apply.

Thank you for choosing Dubai Adventures. We strive to provide flexible and fair refund policies while maintaining sustainable business practices.