Refund Policy

1. Overview

At Dhow Cruise Dubai Marina, we understand that plans can change. This Refund Policy outlines the terms and conditions under which refunds are provided for cruise bookings made through our website, phone, WhatsApp, email, or any other booking channel. We aim to be fair and transparent in all refund matters.

2. Cancellation Windows and Refund Amounts

Refund eligibility depends on when you cancel relative to your scheduled cruise departure time:

Note: Payment processing fees (if any) charged by third-party payment gateways are non-refundable and will be deducted from the refund amount.

3. How to Request a Refund

To request a cancellation and refund, please contact our reservations team through one of the following channels:

• WhatsApp: +971 52 440 9525 (fastest response)
• Phone: +971 52 440 9525
• Email: [email protected]

When requesting a refund, please provide:

• Your full name (as used in the booking)
• Booking confirmation number or reference
• Cruise date and package booked
• Reason for cancellation
• Preferred refund method (original payment method is default)

4. Refund Processing Time

Once a refund is approved, the processing timeline depends on the original payment method:

• Credit / Debit Card: 5–10 business days for the refund to appear on your statement
• Bank Transfer: 3–7 business days
• Cash Payments: Refunded via bank transfer within 5–10 business days (bank details required)
• Third-Party Bookings: Refunds for bookings made through travel agents or OTAs are processed through the original booking platform. Processing times may vary.

We will send you a confirmation email or WhatsApp message once the refund has been initiated. If you do not receive your refund within the specified timeframe, please contact your bank first, then reach out to us for further assistance.

5. No-Show Policy

A “no-show” occurs when a guest fails to arrive at the boarding point by the scheduled departure time without prior cancellation. In the event of a no-show:

• No refund will be issued.
• The booking cannot be rescheduled or transferred.
• The full booking amount is forfeited.

We strongly recommend arriving at the boarding point at least 30 minutes before your scheduled departure time. If you are running late, please contact us immediately at +971 52 440 9525 so we can advise you accordingly.

6. Weather-Related Cancellations

Guest safety is our top priority. In the event that a cruise is cancelled by Dhow Cruise Dubai Marina due to adverse weather conditions (e.g., high winds, storms, heavy rain, or fog), the following applies:

• Full refund (100%) of the booking amount, OR
• Free rescheduling to any available date of your choice

Weather-related cancellations are determined based on guidelines from the Dubai Maritime City Authority (DMCA) and our captain’s assessment of sea conditions. We will notify guests of any weather cancellations as early as possible via phone, WhatsApp, or email.

Please note that light rain or mild weather does not constitute grounds for cancellation. Our vessels are equipped with covered areas to ensure guest comfort in various weather conditions.

7. Operator-Initiated Cancellations

In rare circumstances, we may need to cancel a cruise due to operational reasons such as mechanical issues, safety concerns, government directives, or insufficient bookings. In such cases:

• Guests will receive a full 100% refund or free rescheduling to an alternative date.
• We will provide as much advance notice as possible.
• If rescheduling is chosen and the new date has a higher price, the original booking price will be honoured.

8. Partial Use and Early Departure

No refunds are provided for partial use of services. If a guest chooses to leave the cruise early or does not use all included services (e.g., buffet dinner, entertainment), no partial refund will be issued. The cruise package is priced as a complete experience.

9. Group Booking Refunds

For group bookings of 10 or more guests, the following additional terms apply:

• Cancellation must be requested by the primary booking contact.
• Reduction in guest count is permitted up to 48 hours before departure. The difference will be refunded.
• Reduction in guest count within 48 hours of departure will not be refunded.
• Complete group cancellation follows the standard cancellation windows outlined in Section 2.

10. Private Event Refunds

Private event bookings (birthdays, corporate events, weddings, etc.) have separate refund terms:

• The initial deposit (minimum 30%) is non-refundable.
• Cancellation more than 7 days before the event: Remaining balance refunded in full.
• Cancellation 3–7 days before the event: 50% of remaining balance refunded.
• Cancellation less than 3 days before the event: No refund on remaining balance.

11. Disputes and Complaints

If you are dissatisfied with a refund decision, you may escalate the matter by contacting our management team at [email protected] with the subject line “Refund Dispute.” We will review your case within 5 business days and provide a written response.

We are committed to resolving all refund matters fairly and in accordance with UAE consumer protection regulations.

12. Changes to This Policy

Dhow Cruise Dubai Marina reserves the right to update this Refund Policy at any time. Changes will be reflected on this page with an updated “Last Updated” date. Bookings made before a policy change will be governed by the policy in effect at the time of booking.

13. Contact Us

For refund requests, cancellation enquiries, or any questions about this policy, please contact us:

• Company: Dhow Cruise Dubai Marina
• Address: Al Warsan Building, Barsha Heights, Dubai, UAE
• Phone: +971 52 440 9525
• WhatsApp: +971 52 440 9525
• Email: [email protected]
• Hours: Daily 9:00 AM – 11:00 PM (UAE Time)