Single canonical policy page. Lists the refund percentages by cancellation window, the 5% processing fee, group-booking rules, rescheduling terms, and how operator-side cancellations are handled — applied across every booking on atvdubaidesert.com.
Version — quick summary
Cancel 96+ hours before pickup: full refund minus a 5% payment-processing fee. Cancel 24–96 hours before: 50% cancellation fee applies. Cancel inside 24 hours, or don't show up: 100% cancellation fee, no refund. Groups of 4 or more guests follow a separate window: 50% fee at 7+ days out, 100% fee at 5 days or less.
Rescheduling is free at any time, subject to availability. No refund once a tour has started. Refunds return to the original payment method only.
Customer cancellation — standard bookings (up to 3 guests)
When you cancel matters. The window is measured from the agreed pickup time on the confirmation message. A 5% payment-processing fee is deducted from every refund.
| When you cancel | Refund | Rebook within 30 days |
|---|---|---|
| 96+ hours before pickup | Full refund minus 5% processing fee | Free, subject to availability |
| 24–96 hours before pickup | 50% cancellation fee applies | Free, subject to availability |
| Less than 24 hours before pickup | 100% cancellation fee — no refund | Free, subject to availability |
| No-show (no message, missed pickup) | 100% cancellation fee — no refund | Not automatic — message us first |
Customer cancellation — group bookings (4+ guests)
Larger groups hold more capacity against a date, so the cancellation window is longer. A 5% payment-processing fee is deducted from every refund.
| When you cancel | Refund | Reschedule |
|---|---|---|
| 7+ days before pickup | 50% cancellation fee applies | Free, subject to availability |
| 5 days or less before pickup | 100% cancellation fee — no refund | Free, subject to availability |
Operator cancellation
If ATV Dubai Desert needs to cancel your ride, you choose: a refund minus the 5% processing fee, or a free reschedule, subject to availability. Wind, visibility, surface temperature and equipment readiness are checked before every convoy departs. The senior desert guide on duty makes the call — not a remote dispatcher.
Hot air balloon flights are weather-bound by definition, so weather cancellations on that side always qualify. The balloon partner makes the go/no-go call ~3 hours before the scheduled launch — refund minus the fee, or free reschedule, either way.
We message you before you leave the hotel — never after you arrive at the meeting point.
Payment & processing fee
Full payment is required upfront to confirm a booking — there is no pay-at-pickup option and no separate deposit tier. Your card, bank transfer or cash payment secures the slot.
Every refund, regardless of the cancellation window, has a 5% payment-processing fee deducted before it is returned — this covers the card-network and bank charges applied to the original transaction.
Once a ride or tour has started, it is not eligible for any refund.
Refund processing time by payment method
We trigger the refund within 24 hours of the cancellation confirmation. Settlement is typically 7–10 business days, and no later than 30 days from the original transaction date.
| Method | Typical settlement | Note |
|---|---|---|
| Card (Visa / Mastercard / Amex) | 7–10 business days | Issuing-bank dependent, no later than 30 days. Returns to the original card. |
| Bank transfer (UAE) | 7–10 business days | No later than 30 days from the transaction date. |
| Cash | Same day | Pickup at Business Bay office during published hours. |
| BNPL (Tabby / Tamara, where active) | Per provider terms | Refund processed via BNPL provider; their settlement window applies. |
No-show
A no-show — missing the agreed pickup window with no message to us — is treated the same as a cancellation inside 24 hours: 100% cancellation fee, no refund. For groups of 4 or more, the same rule applies under the 5-days-or-less tier.
If you are running late, message the same WhatsApp thread immediately. We hold the pickup vehicle for as long as the route allows; some weeks that is an hour, some days it is fifteen minutes. A live message can still change the outcome, even if it can't change the fee.
Weather and force majeure
High wind, low visibility, sandstorms, and unsafe surface temperatures all trigger an operator-side cancellation. The thresholds differ by service: dune-bashing tolerates more wind than a hot air balloon; ATV tolerates less heat than a Land Cruiser safari. The on-the-day call sits with the senior desert guide.
Force majeure events — public-safety closures, regulator-imposed restrictions, civil incidents on the route — are treated as operator-side cancellations: refund minus the 5% processing fee, or a free reschedule, your choice.
Sandstorms in March / April are normal in Dubai. We monitor visibility and wind for the 6 hours before pickup; the call is made early so you do not waste a hotel transfer.
How to cancel
Cancellations are accepted by email — the timestamp on your email is what determines which fee window applies.
- Email [email protected] with your booking name, date and the service booked.
- A WhatsApp message to +971 52 440 9525 is a good heads-up too, but the email is what confirms the cancellation.
- You receive a cancellation confirmation with the refund amount after the 5% fee, or your reschedule date.
- Refund (where applicable) is triggered within 24 hours and settles in 7–10 business days, no later than 30 days.
What this policy does not cover
Third-party costs you incur because of a cancelled ride — hotel transfers booked separately, photographer fees, food at hotels — are not refundable through us. Travel insurance is the right vehicle for those costs.
BNPL provider refund terms (Tabby, Tamara) take precedence on their settlement window. We trigger the refund on our end inside 24 hours; the provider then applies their own schedule.
Voucher / gift-card bookings follow the voucher terms — see /voucher-terms/ once that page is published.
Need to change a booking? Message us
WhatsApp keeps the conversation in one place. Reply usually under five minutes during operating hours.
Frequently asked questions
How do I cancel a booking?
Email [email protected] with your booking name, date and the service booked — that is the official cancellation channel, and the email timestamp determines which fee window applies. A WhatsApp message to +971 52 440 9525 is a good heads-up too, but the email confirms it.
What is the cancellation fee if I cancel early?
Cancel 96 or more hours before pickup for a full refund minus a 5% payment-processing fee. There is no completely free cancellation window — the 5% fee applies on every refund.
What if you cancel my ride for weather or mechanical reasons?
You choose: a refund minus the 5% processing fee, or a free reschedule, subject to availability. Hot air balloon weather cancellations always qualify. We message you before you leave the hotel, never after.
How long does a refund take?
7–10 business days from when we trigger the refund, and no later than 30 days from the original transaction date. Refunds return to the original payment method only.
What counts as a no-show?
Missing the agreed pickup window with no message to us. It is treated the same as a cancellation inside 24 hours (or inside 5 days for groups of 4+): 100% cancellation fee, no refund.
Does this policy apply to group bookings too?
Groups of 4 or more guests follow a different window: 50% cancellation fee at 7 or more days before pickup, 100% fee (no refund) at 5 days or less. Rescheduling is still free, subject to availability.