Refunds at Al Jazeera Tours are routed back to the original payment method. Refund eligibility follows the cancellation policy schedule — see /cancellation-policy/ for the fee matrix. WhatsApp +971 52 440 9525 to start a refund request.

Refund eligibility

Refund amount depends on when you cancelled relative to scheduled pickup time. The cancellation policy page has the complete fee schedule. In short: 96+ hours = 0% fee (full booking refunded); 72+ hours = 50% fee retained; under 24 hours / same-day / no-show = 100% cancellation fee applies (no refund).

How refunds are processed

Approved refunds are issued only via the original mode of payment used at booking.
Card payments at staging area: refund posted to the same card via the same terminal.
Bank transfers: refund returned via bank transfer to the same account.
Cash payments: refunded in cash at the Al Jazeera Tours office (DAMAC Smart Heights, Barsha Heights) or via bank transfer with the guest's written confirmation.
Service charges, taxes and transaction fees are not refunded per the original booking terms.
Bank or card-provider processing time may vary — typically 5-14 business days after we release the refund.

What is NOT refundable

Any portion of a tour or service already utilised — we cannot refund the buggy ride after you've ridden 25 of the booked 30 minutes.
Event tickets, attraction coupons and accommodation vouchers issued by third parties — those follow the issuer's own terms.
Gift cards and merchandise vouchers — single-use redemption only unless the voucher explicitly states otherwise.
Same-day cancellations and no-shows (100% cancellation fee applies).
Late-arrival ride-time reductions — if you're late and the slot shortens, the missed time is not refunded.

Weather and operator-cancelled bookings

If we cancel your booking for unsafe weather, sandstorm, government restrictions, road access issues, or operational emergencies, you are entitled to either a complete refund or a no-charge reschedule. The choice is yours. For hot air balloon flights specifically, the operator partner's weather-cancellation policy applies — typically a complete refund or reschedule when the flight is operator-cancelled.

Disputes and complaints

If you believe a refund decision is wrong, message us on WhatsApp +971 52 440 9525 with your original booking reference. We review case-by-case and will explain the decision. Complaints that can't be resolved internally can be escalated to the relevant UAE consumer-protection authority — we cooperate with such reviews fully.

FAQ

Refund FAQ

How long does a refund take?

Once we release the refund, your bank's processing time is typically 5-14 business days. We don't control bank-side timing.

Can I get refund as cash if I paid by card?

No — refunds go back to the original payment method. Card payment = card refund.

Can I get refund as a credit for future bookings?

Only if you specifically request it on WhatsApp and we agree at the time of refund. By default, refunds go back to the original payment method.

What if I paid in cash and don't want bank transfer?

Cash refund at our office (DAMAC Smart Heights, Barsha Heights) during walk-in hours, or bank transfer if you provide account details. We don't post cash refunds.

Are corporate-invoice bookings refunded the same way?

Corporate refunds reverse the original invoice via credit note — handled by our accounting team. Mention 'corporate refund' on the WhatsApp message and we'll route to accounting.

Questions before booking?

Reach us on WhatsApp, by phone, or walk in to our Barsha Heights office.

WhatsApp Call +971 50 496 8087

Refund Policy