Cancellation & Refund Policy

1. General Booking Policy

By making a booking through our website, WhatsApp, phone, email or sales team, the customer confirms that they have reviewed and accepted this Cancellation & Refund Policy. Booking terms may also be subject to the individual rules of the attraction, supplier, hotel, transport operator or tour provider.

A booking is considered confirmed when Friends Guide Travels & Tourism LLC issues a booking confirmation, voucher, ticket, invoice or confirmation message.

2. Attraction Tickets and Entry Passes

Attraction tickets and entry passes are generally issued against a fixed date, time slot, passenger category or supplier inventory. For this reason, once issued, they are strictly non-refundable and non-cancellable.

• Unused tickets are not eligible for a refund.
• Late arrival does not create a right to refund or replacement.
• Failure to meet attraction age, height, identification or dress requirements is not refundable.
• Incorrect dates, names, quantities or time slots selected by the customer are not refundable.
• Tickets lost, deleted, damaged or not presented at the venue are not refundable.
• Partial use of a ticket or package is not refundable.

3. Desert Safari Cancellation Policy

Desert safari bookings are the only standard tour category on our website that may be cancelled under the following conditions:

How the 24-hour period is calculated

The cancellation deadline is calculated from the scheduled tour starting time or confirmed pickup time in UAE local time. The cancellation request must be received and acknowledged by our team before the deadline.

4. No-Show Policy

A customer will be considered a no-show when they fail to attend the activity, arrive after the supplier's permitted entry time, miss the confirmed pickup, or cannot be reached using the contact details provided.

• No-show bookings are non-refundable.
• Drivers and tour operators are not required to wait beyond the confirmed waiting time.
• Transportation delays caused by the guest are not refundable.
• Missing an activity due to traffic, personal delays or incorrect navigation is not refundable.

5. Changes and Rescheduling

A request to change a date, time slot, guest name, passenger quantity, pickup location or booking category is subject to supplier approval and availability. Changes are not guaranteed.

• Attraction tickets may not allow changes after issuance.
• Any supplier amendment fee or price difference must be paid by the customer.
• A request is not confirmed until written confirmation is issued by our team.
• Submitting a change request does not cancel the original booking.
• For desert safaris, rescheduling should be requested at least 24 hours in advance.

6. Supplier or Company Cancellation

In rare cases, an activity may be cancelled or materially changed because of weather, government restrictions, venue closure, safety concerns, operational issues, minimum participation requirements or other circumstances outside our reasonable control.

When the supplier confirms a cancellation, we may offer one of the following, depending on the supplier's terms:

• An alternative date or time.
• A replacement activity of similar value.
• A travel credit for future use.
• A refund of the amount received for the cancelled service.

Friends Guide Travels & Tourism LLC is not responsible for indirect costs, including hotel expenses, flights, transportation, missed connections, personal purchases or other losses caused by a cancellation or schedule change.

7. Refund Processing

A refund will only be processed when the booking is eligible under this policy and the relevant supplier has approved the refund.

• Approved refunds are returned through the original payment method where possible.
• Bank, card processor or payment gateway fees may be non-refundable.
• Currency conversion differences are not controlled by Friends Guide Travels.
• Refund timing depends on the bank, card provider and payment method.
• Cash or bank-transfer refunds may require identity and account verification.

Customers should allow a reasonable processing period after receiving written refund approval.

8. Incorrect Information Provided by the Customer

The customer is responsible for providing accurate names, contact details, dates, passenger categories, pickup locations and other booking information. Refunds will not be provided when a service cannot be used because the customer submitted incorrect, incomplete or misleading information.

9. Force Majeure

Friends Guide Travels & Tourism LLC will not be liable for failure or delay caused by events beyond reasonable control, including severe weather, natural disasters, road closures, government orders, public emergencies, technical failures, venue shutdowns, transport disruption, strikes or similar events.

In such cases, any refund, rescheduling or credit will depend on the terms offered by the relevant supplier.

10. How to Submit a Cancellation Request

All cancellation or amendment requests must include the booking reference, lead guest name, activity name, booked date and reason for the request.

1. Contact us through WhatsApp, phone or email.
2. Provide your booking reference and complete booking details.
3. Wait for written acknowledgement from our team.
4. Do not assume a booking is cancelled until confirmation is received.

Last updated: 13 July 2026