Refund Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
At DubaiThrillHub24, we strive to ensure your complete satisfaction with every booking. This Refund Policy outlines our procedures for cancellations, refunds, and modifications to bookings made through our platform. Please read this policy carefully before making a booking.
IMPORTANT: Refund policies vary by attraction, booking type, and specific promotional offers. The refund terms applicable to your specific booking will be clearly stated during the booking process and in your confirmation email. This policy provides general guidelines, but specific booking terms always take precedence.
1. General Refund Principles
Our refund policy is designed to be fair to both customers and our attraction partners. Key principles include:
- Refund eligibility depends on the specific terms of your booking
- Cancellation deadlines vary by attraction and booking type
- Processing times for refunds typically range from 7-14 business days
- Refunds are issued to the original payment method used for booking
- Some fees may be non-refundable regardless of cancellation timing
- Attraction provider policies supersede our general terms
2. Booking Categories and Refund Terms
2.1 Flexible Bookings
Flexible bookings offer the most lenient cancellation terms:
- Full Refund: Cancellations made 48+ hours before scheduled date/time
- 50% Refund: Cancellations made 24-48 hours before scheduled date/time
- No Refund: Cancellations made less than 24 hours before scheduled date/time
- Date/time changes may be permitted subject to availability
- Service fees may still apply to refunded amounts
2.2 Standard Bookings
Standard bookings have moderate cancellation flexibility:
- Full Refund: Cancellations made 72+ hours before scheduled date/time
- No Refund: Cancellations made less than 72 hours before scheduled date/time
- One free date/time change permitted if requested 72+ hours in advance
- Processing fees (typically 5-10% of booking value) may be non-refundable
2.3 Non-Refundable Bookings
Non-refundable bookings offer the lowest prices but no refund options:
- No refunds under any circumstances
- No date/time changes permitted
- No credits or vouchers issued for cancellations
- Exceptions only in cases of force majeure (see Section 7)
- Typically offer 20-50% discount compared to flexible bookings
2.4 Special Events and Limited Offers
Special event tickets and limited-time offers may have unique refund terms:
- Refund policies will be clearly stated during booking
- Often non-refundable due to limited capacity and special arrangements
- May allow transfers to another person (contact us for assistance)
- Seasonal promotions may have specific cancellation deadlines
3. Refund Eligibility Criteria
To be eligible for a refund, the following conditions must be met:
3.1 Timely Cancellation Request
Cancellation requests must be submitted within the timeframe specified for your booking category. Requests received after the deadline will not be processed.
3.2 Proper Request Submission
Cancellation requests must be submitted through one of the following methods:
- Through your account on our website (preferred method)
- By email to info@DubaiThrillHub24.com with booking reference number
- By phone to +9645865799537 during business hours
- In writing to our physical address (see Section 12)
3.3 Valid Booking
The booking must be valid, confirmed, and fully paid. Pending, incomplete, or fraudulent bookings are not eligible for refunds.
3.4 Unused Services
Refunds are only available for unused services. If you have partially used your booking (e.g., one day of a multi-day pass), refunds will be calculated on the unused portion only, if permitted by attraction provider policies.
4. Non-Refundable Items and Fees
The following items are typically non-refundable regardless of cancellation timing:
- Service Fees: Platform service fees charged at time of booking
- Processing Fees: Payment processing fees (typically 2-4% of transaction)
- Delivery Charges: Physical ticket delivery fees if applicable
- Add-On Services: Some optional add-ons may be non-refundable
- Third-Party Fees: Fees charged by external payment processors or banks
- Promotional Credits: Discounts or credits applied to bookings
5. Refund Processing Timeline
| Step |
Timeline |
Description |
| Request Submission |
Day 0 |
You submit cancellation request through approved channel |
| Request Review |
1-2 business days |
Our team reviews request and verifies eligibility |
| Approval/Denial |
2-3 business days |
You receive notification of decision via email |
| Refund Processing |
3-5 business days |
Approved refunds are processed to original payment method |
| Bank Processing |
5-10 business days |
Your bank/card issuer processes the refund to your account |
| Total Timeline |
7-14 business days |
Complete timeline from request to funds in your account |
Note: Processing times may be longer during peak seasons, holidays, or due to banking procedures. International transactions may require additional processing time.
6. Refund Methods and Procedures
6.1 Original Payment Method
Refunds are always processed to the original payment method used for the booking. We cannot issue refunds to different cards, accounts, or payment methods for security reasons.
6.2 Credit Card Refunds
For credit card payments:
- Refunds appear as a credit on your card statement
- Processing time depends on your card issuer (typically 5-10 business days)
- Contact your bank if refund is not received within 14 business days
- Refunds to expired or cancelled cards may be delayed (contact us for assistance)
6.3 Debit Card Refunds
For debit card payments:
- Refunds are processed similarly to credit cards
- Funds typically appear in your account within 7-14 business days
- Some banks may hold refunds temporarily for verification
6.4 Digital Wallet Refunds
For payments made through digital wallets (PayPal, Apple Pay, Google Pay, etc.):
- Refunds are processed to your wallet account
- Processing is usually faster (3-7 business days)
- Check your wallet transaction history for refund confirmation
6.5 Bank Transfer Refunds
For bank transfer payments:
- Refunds are processed to the originating bank account
- You may need to provide bank details for verification
- Processing time typically 7-14 business days
- International transfers may incur additional fees and delays
7. Force Majeure and Exceptional Circumstances
In cases of force majeure or exceptional circumstances beyond your or our control, special refund considerations may apply:
7.1 Weather-Related Cancellations
If an attraction closes due to severe weather:
- Full refund or alternative date offered
- Decision based on official attraction closure announcements
- Minor weather inconveniences do not qualify for refunds
- Outdoor attractions may operate in light rain (check specific policies)
7.2 Medical Emergencies
In case of documented medical emergencies:
- Refunds may be considered with valid medical documentation
- Doctor's note or hospital admission records required
- Must be submitted within 7 days of scheduled booking date
- Evaluation on case-by-case basis
7.3 Government Restrictions
If government orders prevent travel or attraction operations:
- Full refund or credit voucher offered
- Applies to mandatory lockdowns, travel bans, or closure orders
- Personal travel restrictions (visa issues, etc.) may not qualify
7.4 Attraction Closure or Cancellation
If an attraction permanently closes or cancels operations:
- Full automatic refund for all affected bookings
- Processing initiated immediately upon notification
- Alternative attraction recommendations provided when possible
7.5 Natural Disasters and Pandemics
During natural disasters, pandemics, or similar events:
- Flexible refund policies implemented as situation requires
- Travel vouchers may be offered as alternative to immediate refunds
- Extended rebooking windows without additional fees
- Policies communicated through email and website announcements
8. Partial Refunds and Prorated Amounts
In certain situations, partial refunds may be applicable:
8.1 Multi-Day Passes
For multi-day passes or packages:
- Refunds calculated based on unused days
- Daily rate determined by dividing total cost by number of days
- Administrative fees may be deducted from partial refunds
- Some packages may not allow partial refunds (stated at booking)
8.2 Group Bookings
For group bookings:
- Partial cancellations (reducing group size) may be permitted
- Price adjustments may apply if falling below group discount thresholds
- Minimum 72-hour notice required for group size changes
- Complete group cancellations follow standard refund policies
8.3 Combo Packages
For combination tickets (multiple attractions):
- Individual attraction cancellations may not be possible
- Package must typically be cancelled in entirety
- Exceptions considered if attraction permanently closes
- Switching attractions within package subject to availability and price differences
9. Date Changes and Modifications
As an alternative to cancellation and refund, we offer date/time modification options:
9.1 Free Modifications
Flexible bookings typically include:
- One free date/time change per booking
- Must be requested 48+ hours before original date
- Subject to availability at new date/time
- Price differences may apply if new date has different pricing
9.2 Paid Modifications
Standard and non-refundable bookings:
- Modification fees typically AED 25-50 per booking
- Must be requested within permitted timeframe
- Additional charges if new date costs more than original
- Credits issued if new date costs less than original
9.3 Modification Restrictions
Some bookings cannot be modified:
- Special event tickets
- Peak season bookings during high-demand periods
- Promotional or deeply discounted bookings
- Bookings within 24 hours of scheduled time
10. Credit Vouchers and Alternative Compensation
In some circumstances, we may offer credit vouchers instead of cash refunds:
10.1 Voucher Terms
- Vouchers typically equal to full booking amount
- Valid for 12 months from issue date
- Can be applied to any future booking on our platform
- Non-transferable and have no cash value
- May be combined with promotional offers (terms apply)
10.2 When Vouchers Are Offered
- During force majeure situations affecting multiple customers
- When requested by customer as alternative to refund
- For cancelled bookings where immediate refund processing is delayed
- As goodwill gesture for service issues or customer dissatisfaction
11. Special Circumstances and Exceptions
11.1 No-Show Policy
If you fail to show up for your booked attraction:
- No refund will be issued
- No rescheduling permitted
- Booking is considered fully used
- Contact us before your scheduled time if you will be late or unable to attend
11.2 Late Arrivals
Arriving late to your booked attraction:
- Admission subject to attraction provider discretion
- No refunds for missed portions due to late arrival
- Some attractions have strict time slots and may refuse late entry
- Contact attraction directly if running late
11.3 Behavior-Related Refusals
If you are refused admission or removed due to:
- Intoxication or disruptive behavior
- Failure to meet safety requirements
- Violation of attraction rules or policies
- False identification or fraudulent booking
No refunds will be issued under these circumstances.
11.4 Technical Issues
If technical problems on our platform affect your booking:
- We will work to resolve the issue promptly
- Full refund if booking cannot be honored
- Compensation may be offered for significant inconvenience
- Document any errors with screenshots for faster resolution
12. Disputes and Appeals
If you disagree with a refund decision:
12.1 Initial Appeal
- Contact our customer service team at info@DubaiThrillHub24.com
- Provide booking reference number and detailed explanation
- Include any supporting documentation
- We will review and respond within 5 business days
12.2 Escalation
If initial resolution is unsatisfactory:
- Request escalation to management team
- Additional review conducted within 10 business days
- Final decision communicated in writing
12.3 External Resolution
As a last resort:
- Disputes may be subject to arbitration (see Terms & Conditions)
- Consumer protection agencies may be contacted in your jurisdiction
- Legal action governed by UAE law
13. Contact Information for Refund Requests
14. Policy Updates
This Refund Policy may be updated periodically to reflect changes in our services, legal requirements, or business practices. Material changes will be communicated through:
- Email notifications to registered users
- Prominent notice on our website
- Updated "Last Modified" date at the top of this policy
Bookings made before policy changes will generally be governed by the policy in effect at the time of booking, unless otherwise required by law.
15. Acknowledgment
By making a booking through DubaiThrillHub24, you acknowledge that you have read, understood, and agree to this Refund Policy. You further acknowledge that specific refund terms for your booking were clearly presented during the booking process and in your confirmation email.
We recommend reviewing all terms carefully before completing your booking and contacting us with any questions before your purchase.