What situations are covered by the Refund Guarantee?
The Refund Guarantee offers full or partial refunds in specific cases, including the full cancellation of the event or attraction, or serious emergencies such as intensive care admission, car accidents, childbirth, severe injuries requiring hospitalisation, or the death or serious illness of a direct family member (spouse, parent, child, grandparent, grandchild, or sibling).
What situations are not covered?
The Refund Guarantee does not apply to travelling outside the UAE for personal or work reasons, office or work commitments, or other unforeseen personal circumstances.
When can I submit a refund request?
Refund requests are accepted from 7 days before to 3 days after the event, unless stated otherwise.
Please note that specific timelines may apply to certain events and attractions.
How long does refund processing take?
Refunds are processed within up to 21 working days after submitting valid supporting documents, such as an ID, medical certificate, or police report.
What amount will be refunded?
Refunds apply to the ticket price only. Service fees, add-ons, and the Refund Guarantee fee are non-refundable. The maximum refund amount is USD 600 per order, except for officially cancelled events.
Are used or expired tickets refundable?
No. Used, scanned, or expired tickets are not refundable.
How will I receive my refund?
Approved refunds are credited to your Wallet for future use.
What if I’m not sure my case qualifies?
If you’re unsure whether your situation is covered, please reach out — we’re happy to help.
Still not sure?
We’re happy to double-check for you before you book — just reach out:
📱 WhatsApp: +971 50 140 8768
This helps customers clearly understand when refunds apply and how to request them.