Refund and Cancellation Policy

1. Standard Desert Safaris Cancellation Schedule

The standard policy applies to all our primary desert safaris and guided desert excursions, including: Evening Desert Safari with BBQ Dinner, Morning Desert Safari, Red Dunes Lahbab VIP Safari, Camel Trekking Experiences, and Guided Quad Biking & Dune Buggy Safaris.

Rationale: Within 24 hours of scheduled departure, customized 4x4 Land Cruisers, certified safari marshals, campsite dining allocations, and live entertainment are locked in and paid on your behalf.

2. Private VIP Setups, Luxury Charters & Overnight Glamping

Customized high-tier experiences (including Exclusive Private Camp Buyouts, Luxury Stargazing Glamping Domes, VIP Hummer & G-Wagon Desert Safaris, Romantic Private Dune Dinners, and Corporate MICE Group Events) require specialized camp setups, private chefs, and dedicated logistical coordination:

• Cancellations made 48 hours or more before scheduled departure: 100% Full Refund.
• Cancellations between 48 hours and 24 hours prior to departure: 50% Refund (to offset private camp reservation holds and dedicated staff mobilization).
• Cancellations under 24 hours prior to departure: Non-refundable.

3. Dune Buggy & Quad Biking Self-Drive Rentals

For independent all-terrain vehicle (ATV) and self-drive dune buggy experiences:

• Cancellations made 24 hours or more in advance receive a 100% Full Refund.
• Safety & Compliance Non-Refund Clause: All riders must attend the mandatory safety briefing, wear provided helmets and protective gear, and sign the safety disclaimer. If a guest is refused participation on-site due to failure to meet minimum age/ID requirements, suspicion of alcohol or drug impairment, or aggressive disregard for marshal instructions, no refund shall be issued.

4. Combo Tour Packages & Third-Party Attraction Tickets

• Bundled Combo Packages (e.g. Safari + Dhow Cruise or City Tour): If the entire combo package is cancelled 24+ hours in advance, a 100% refund applies. If an individual component is cancelled by the guest while the remainder is utilized, the utilized portion will be recalculated at standard individual retail pricing, and any remaining balance refunded.
• Third-Party Fixed-Date Attraction Tickets: Admission tickets to external attractions (including Burj Khalifa At The Top, Museum of the Future, Aquaventure Waterpark, Wild Wadi, and Ferrari World Abu Dhabi) are strictly non-refundable and non-transferable once issued, as external venue ticketing platforms enforce zero-cancellation policies.

5. Weather Conditions, Sandstorms & Force Majeure Guarantee

Guest safety is our paramount, non-negotiable priority. In the rare event of severe adverse weather (torrential rainfall, extreme dust storms, high winds exceeding safe off-road thresholds) or safety stop-work directives issued by the National Center of Meteorology (NCM), Dubai Civil Aviation Authority (DCAA), or DET / RTA:

• You will be immediately offered an unconditional 100% Full Refund, or
• Complimentary priority rescheduling to any alternative date of your choice within 12 months.

6. Medical Emergencies & Compassionate Cancellations

If you or an immediate family member experiences a sudden, acute medical emergency or hospital admission preventing tour attendance, please notify our reservation team before departure and provide verifiable documentation from a licensed UAE hospital or medical practitioner within 48 hours. Management reviews these instances on a case-by-case basis and may issue a 100% open credit voucher or waive cancellation penalties.

7. Pickup Protocol, Lobby Grace Periods & No-Show Policy

• Scheduled Window: Pickups take place from your designated hotel lobby or residence within a confirmed 30-minute window (e.g., 2:30 PM – 3:00 PM). Live driver updates are communicated via WhatsApp.
• Grace Period: Safari drivers will wait up to 15 minutes past the scheduled pickup window. Drivers and dispatch coordinators will attempt phone and WhatsApp contact.
• No-Show: If a guest fails to appear at the confirmed pickup point within the grace period and cannot be reached, the vehicle must depart to ensure other passengers on the shared tour reach the desert in time for sunset activities. No-shows are classified as 100% non-refundable. Rescheduling is strictly subject to vehicle seat availability and re-dispatch fuel charges.

8. Refund Execution & Processing Timelines

Approved refunds are handled with urgency by our finance division:

• Original Payment Method: All refunds are issued exclusively back to the original credit card, debit card, or digital payment account used during booking. We cannot refund cash for electronic card transactions.
• Zero Processing Surcharges: DXB Desert Safaris LLC never charges administrative or cancellation fees on eligible refunds. You receive 100% of your entitled refund.
• Issuance Timelines: Refunds are initiated by our accounts desk within 24 to 48 business hours. Depending upon your card-issuing bank's international settlement cycles, funds typically reflect in your account within 7 to 14 business days.

9. How to Submit a Cancellation or Refund Request