Last Updated: May 1, 2024
At Dubai Skyline Experiences, we strive to provide exceptional experiences that exceed your expectations. We understand that plans can change, and this Refund Policy outlines the terms and conditions for refunds and cancellations for bookings made through our website or customer service channels.
This Refund Policy is subject to and forms part of our Terms and Conditions. By making a booking with Dubai Skyline Experiences, you agree to comply with this Refund Policy.
Our standard cancellation and refund terms are as follows:
The 5% service fee applied to all bookings is non-refundable in all circumstances, as this covers our operational and processing costs.
Some of our premium or exclusive experiences may have specific cancellation policies that differ from our standard terms. These specific policies will be clearly communicated during the booking process and in your booking confirmation email. Experience-specific policies take precedence over the standard terms when applicable.
For our premium experiences (including Private Skyline Infinity Pool Package), the following terms apply:
For group bookings (5 or more people), the following terms apply:
To request a refund, please follow these steps:
Alternatively, you can contact our customer service team:
When contacting customer service, please provide your booking reference number, the date of your experience, and the reason for cancellation.
Refunds will be processed using the same payment method used for the original purchase. For example, if you paid with a credit card, the refund will be credited back to the same card.
Once approved, refunds are processed within 5-10 business days. However, depending on your payment provider or financial institution, it may take an additional 5-10 business days for the refund to appear in your account.
For outdoor experiences that are weather-dependent (such as rooftop pools), if the venue partner cancels the experience due to adverse weather conditions, you will be offered:
If your experience is canceled due to unexpected venue closure, technical issues, or other factors beyond our control, you will be offered:
In case of a medical emergency that prevents you from attending your booked experience, we may offer a more flexible refund or rescheduling option at our discretion. Valid documentation (such as a medical certificate) may be required. Please contact our customer service team as soon as possible in such cases.
Refunds will not be issued in the following circumstances:
As an alternative to cancellation, we offer the option to reschedule your experience subject to the following conditions:
To reschedule your experience, please contact our customer service team with your booking details and preferred new date.
Gift certificates are non-refundable but can be transferred to another person. Gift certificates have an expiry date as specified at the time of purchase, typically 12 months from the date of issue.
Experiences purchased using promotional codes or special discounts may have different refund terms, which will be specified in the terms of the promotion. In many cases, heavily discounted or promotional bookings may be non-refundable.
If you attend only part of an experience (arriving late or leaving early), you are not eligible for a partial refund. The full value of the experience is considered used.
If you have a complaint about your experience that you believe warrants a refund outside of our standard policy, please contact our customer service team within 48 hours of your experience with:
Each case will be reviewed individually on its merits. Our customer service team will investigate your complaint and respond within 7 business days.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy that was in effect at the time of your booking will apply to that specific booking, even if the policy changes afterward.
If you have any questions about this Refund Policy, please contact us: