Cancellation & Refund Policy
Last updated: 13 October 2026 · 22 detailed sections
1. Purpose and relationship to booking terms
This policy explains cancellations, missed departures, changes and refund requests for ESCAPADA TOURS bookings. It forms part of the booking information and should be read with our Terms & Conditions. Mandatory UAE consumer rights prevail if a provision conflicts with law.
2. Request versus confirmed booking
Submitting a website form or WhatsApp message does not by itself create a confirmed paid booking. A confirmed booking requires acceptance of the date, services, price and applicable payment arrangements. Customers should keep the written confirmation and receipt.
3. Customer-initiated cancellations
Once a tour is confirmed and paid, voluntary customer cancellations are generally NON-REFUNDABLE, including changes of mind and inability to attend. This condition is subject to any specific written agreement and non-excludable consumer remedies under applicable UAE law. No blanket clause overrides legal entitlements.
4. Deposits and advance payments
A disclosed deposit may be subject to the same customer-cancellation rules as the rest of the booking, provided the terms were clearly communicated and are lawful. Where law requires repayment because the contracted service was not properly delivered or the Company cancelled, the label “deposit” does not remove that entitlement.
5. Missed departures and no-shows
Guests must arrive at the confirmed pickup or meeting point at least 30 minutes before departure. If a guest arrives too late and the tour leaves as scheduled, the booking is normally considered a no-show and non-refundable, subject to applicable law and any service failure attributable to us.
6. Late arrival caused by an operator
If the confirmed transportation or a pickup service we agreed to provide fails or is materially delayed, we will investigate and provide the remedy required by law and the agreed booking terms. A customer should not automatically be treated as a no-show where the problem was caused by the provider.
7. Early departure or unused services
Leaving a tour early or choosing not to use a service that remains available generally does not entitle the guest to a partial refund, subject to applicable law and any provider failure. Please notify the coordinator before leaving so guest safety can be accounted for.
8. Changes of date and passenger details
Requests to change dates, transfer a place or replace a guest are considered case by case and depend on availability, supplier requirements and safety or identification restrictions. We may disclose any reasonable additional costs before agreement. A change is not effective until confirmed in writing.
9. Changes in group size
Group quotations are based on the agreed number of guests and disclosed eligibility requirements. A reduced group size may change the price per person only where this was agreed before confirmation. A group organizer should inform us promptly of any change.
10. Cancellation by ESCAPADA TOURS
If we cancel a confirmed tour or cannot deliver a material part of the agreed service, we will offer any refund, replacement or other remedy required by applicable law. We will not rely on a blanket “non-refundable” term to deny a lawful claim when cancellation or failure is attributable to the provider.
11. Weather and safety disruptions
Severe weather, dangerous sea conditions, road closures, government restrictions or other safety concerns may require postponement, rerouting or cancellation. We will communicate available options and apply the contract and applicable law to determine any refund or alternative. A safety reason alone does not automatically resolve refund rights.
12. Optional water-sports activities
Kayaking, jet skiing, parasailing, boat trips and similar add-ons may be separately priced and operated by third parties. If an activity is cancelled by its operator or cannot safely take place, any refund or rescheduling will depend on the agreed activity terms, services delivered and mandatory legal rights. Any non-refundable condition must be disclosed before payment.
13. Partial performance and material changes
Where a material contracted service is not delivered, any appropriate partial refund or other remedy will be assessed against the contract and applicable law. Minor operational changes such as a reasonable reordering of stops do not necessarily mean the whole tour is cancelled.
14. Refund eligibility and evidence
To request a review, provide your booking reference, travel date, customer name, payment proof and a brief explanation. We may request reasonable additional details to verify the claim. We will not require unnecessary sensitive personal information.
15. Refund method and processing
Where a refund is due, we will explain the approved amount and process it through an appropriate available method, preferably the original payment channel where feasible. Actual processing time may depend on banks or payment providers; any statutory deadlines will be respected. No fixed turnaround is promised without an approved operational process.
16. Chargebacks and payment disputes
Contact us promptly about payment or service concerns. This policy does not restrict lawful cardholder disputes, chargebacks, consumer complaints or other statutory remedies. We may supply transaction and booking records to a legitimate payment dispute process.
17. Third-party services and charges
Separate operators may impose their own disclosed conditions for optional activities or services. We will communicate material third-party terms before the customer pays. Such terms cannot eliminate any liability or refund obligation that remains with ESCAPADA TOURS under applicable law.
18. Promotions, vouchers and credits
Discounted offers, gift vouchers, credit notes or rescheduling credits must have clear conditions communicated before acceptance. A credit may be offered as an option, but it will not replace a cash refund where applicable law gives the customer a right to that refund.
19. Exceptional circumstances
If illness, bereavement, travel disruption or another unexpected circumstance prevents attendance, contact us as early as possible. We may consider goodwill rescheduling where feasible, without promising an automatic refund. Mandatory legal rights remain unaffected.
20. How to contact us
Send a message to +971 50 317 9993 with your booking details and request. We will review the circumstances and respond within a reasonable period. Keep a copy of correspondence and payment records.
21. Escalation and statutory rights
If a concern remains unresolved, customers may use competent UAE consumer-protection channels and other remedies available by law. No provision here excludes negligence, misrepresentation, breach of mandatory duties or a legally required refund.
22. Policy version and changes
This policy was updated on 13 October 2026. Changes for future bookings will be posted on the website. Existing confirmed bookings remain subject to the terms lawfully agreed at confirmation, unless a change is lawfully made or agreed.
Contact: WhatsApp +971 50 317 9993 · ESCAPADA TOURS, Abu Dhabi, UAE.