Cancellations & Booking Modifications

All capitalised terms used herein have the meanings assigned to them under the Terms of Use.

1. Experience-Specific Policies

Each Experience listed on the Dune Skyline platform may be subject to its own cancellation, modification, or refund policy. Such terms are displayed on the relevant Experience page and/or in the Booking Confirmation.

2. Role of Dune Skyline Tourism LLC

Dune Skyline Tourism LLC is a Dubai-registered tourism company. Certain Experiences are operated directly by Dune Skyline, while others are provided by independent third-party suppliers (“Suppliers”).

Where an Experience is operated by Dune Skyline, cancellation and modification decisions are determined by Dune Skyline. Where an Experience is provided by a Supplier, the Supplier’s terms shall apply.

3. General Cancellation & Modification Rules

• Once a Booking is confirmed, it may not be cancelled or modified with a refund unless expressly permitted under the applicable Experience or Supplier terms.
• Any request for cancellation or modification is subject to the conditions, timelines, and limitations stated at the time of booking.

4. User Requests

Subject to the applicable Experience or Supplier terms, Users may:

• Cancel or modify a Booking through the platform where permitted; or
• Contact Dune Skyline using the contact details provided in the Booking Confirmation to inquire about available options.

5. Refund Processing & Timelines

Where a refund is approved, the following conditions apply:

• Refunds are processed only after confirmation of eligibility and receipt of refunded funds from the payment gateway, bank, or Supplier, as applicable.
• Once the refunded amount is received by Dune Skyline, the refund will be initiated within seven (7) working days.
• Refunds are ordinarily processed to the original payment method used at checkout.

5A. Payment Processing Fees (Card Payments)

Where a Booking was paid using a credit or debit card, and a refund is approved, a payment processing fee of up to 5% of the Booking amount may be deducted from the refundable amount.

This deduction represents non-refundable charges imposed by banks, card networks, and payment gateways at the time of payment and which are not recoverable by Dune Skyline Tourism LLC.

5B. DuneSkyline Credits

As an alternative to a refund to the original payment method, Users may opt to receive the refundable amount as DuneSkyline Credits, subject to the following:

• No payment processing fee will be deducted when refunds are issued as Credits.
• Credits are non-transferable and non-cash redeemable.
• Credits are valid for twelve (12) months from the date of issuance.
• Credits may only be used for future bookings on the Dune Skyline platform.

6. Discounts & Promotions

Where a Booking was made using a promotional code, discount, or special offer, any such benefit may be reversed upon cancellation or modification. Refunds, where applicable, will be calculated after adjusting for such discounts.

7. No-Refund Scenarios

• Once an Experience has commenced.
• For partially used services, no-shows, or unused portions of an Experience.
• Where expressly stated as non-refundable at the time of booking.

8. Supplier or Operational Changes

An Experience may be modified or cancelled due to operational, safety, weather, regulatory, or force majeure reasons. Dune Skyline will endeavour to notify Users as soon as reasonably possible.

User rights arising from such changes shall be governed by the applicable Supplier terms or, where applicable, by Dune Skyline’s operational policies.

9. Limitation of Responsibility

In all cancellation or refund scenarios, Dune Skyline’s responsibility is limited to processing refunds strictly in accordance with the applicable policy, receipt of funds, and the laws of the United Arab Emirates. All service-related liabilities remain with the respective Supplier or service operator.