Refund Policy

1. Introduction

At Dubai Skypool Experiences, we strive to provide exceptional service and experiences. We understand that plans may change, and this Refund Policy outlines the terms and conditions regarding cancellations, refunds, and modifications for bookings made through our website or other booking channels.

By making a booking with Dubai Skypool Experiences, you agree to the terms of this Refund Policy. Please read this policy carefully before completing your booking.

2. Standard Cancellation and Refund Policy

2.1 Cancellation Timeframes

Our standard refund policy for experience cancellations is as follows:

• Cancellations made 72 hours (3 days) or more before the scheduled experience: Full refund of the experience price, minus the non-refundable service fee.
• Cancellations made between 48-72 hours before the scheduled experience: 50% refund of the experience price, minus the non-refundable service fee.
• Cancellations made less than 48 hours before the scheduled experience: No refund will be provided.

All cancellation requests must be submitted in writing by email to bookings@dubaiskypool.com or through your account on our website.

2.2 Service Fee

The service fee applied to all bookings (typically $25 per booking) is non-refundable under any circumstances, as it covers administrative costs associated with processing your booking.

3. Special Experience Refund Policies

Certain premium experiences may have different cancellation and refund policies due to their exclusive nature or venue requirements. These special terms will be clearly communicated during the booking process and in your booking confirmation email.

3.1 VIP Cabana Experiences

• Cancellations made 7 days or more before the scheduled experience: Full refund minus the service fee.
• Cancellations made between 3-7 days before the scheduled experience: 50% refund minus the service fee.
• Cancellations made less than 3 days before the scheduled experience: No refund will be provided.

3.2 Ultimate Skypool Dining Experience

• Cancellations made 5 days or more before the scheduled experience: Full refund minus the service fee.
• Cancellations made between 3-5 days before the scheduled experience: 50% refund minus the service fee.
• Cancellations made less than 3 days before the scheduled experience: No refund will be provided.

4. Booking Modifications

4.1 Date and Time Changes

Requests to modify the date or time of your experience are subject to availability and must be submitted at least 48 hours prior to your original scheduled experience. Modifications may be subject to the following terms:

• First modification request: No additional fee (subject to availability).
• Subsequent modification requests: A modification fee of $25 may apply.
• Modification requests made less than 48 hours before the scheduled experience will be treated as a cancellation and new booking, subject to our standard cancellation policy.

4.2 Guest Count Changes

Changes to guest count must be submitted at least 48 hours prior to the scheduled experience and are subject to availability and capacity limitations. Increasing your guest count may result in additional charges. Decreasing your guest count within 48 hours of the experience will not result in a partial refund.

5. Refund Process and Timeframe

When a refund is approved, the process and timeframe for receiving your refund are as follows:

• Refunds will be processed using the same payment method used for the original booking.
• Credit card refunds typically take 5-10 business days to appear in your account, depending on your card issuer's policies.
• Bank transfer refunds may take 7-14 business days to process.

Once we process your refund, we will send you an email confirmation. Please note that we have no control over the time it takes for the refunded amount to appear in your account once processed.

6. Special Circumstances

6.1 Venue Cancellations

In rare cases where the venue must cancel your booking due to unforeseen circumstances, we will offer you one of the following options:

• Rescheduling your experience to an alternative date and/or time.
• Booking an alternative experience of equal or greater value (where you would pay the difference if greater value).
• A full refund including the service fee.

6.2 Weather Conditions

Most skypool experiences are weather-dependent. In case of severe weather conditions that significantly impact your experience (as determined by the venue):

• If the venue cancels the experience before it begins, you will be offered the option to reschedule or receive a full refund including the service fee.
• If adverse weather occurs during your experience, refunds will be at the discretion of the venue and Dubai Skypool Experiences, depending on the duration of the experience that was possible.

6.3 Force Majeure

In cases of force majeure (such as natural disasters, acts of government, pandemics, or other significant events beyond our control) that prevent the experience from taking place, we will work with you to reschedule your booking or provide a full refund including the service fee.

7. No-Show Policy

If you fail to arrive for your scheduled experience without prior notice (a "no-show"), you will not be eligible for a refund. If you anticipate that you may be late, please contact us immediately so we can advise you and try to accommodate your situation.

8. Experience Dissatisfaction

If you are dissatisfied with any aspect of your experience, please inform the venue staff immediately so they can address the issue on the spot. If the issue cannot be resolved during your experience, please contact us within 48 hours of your experience with details of your concerns. Refund requests based on dissatisfaction will be evaluated on a case-by-case basis.

9. Gift Certificates and Promotional Codes

Gift certificates are non-refundable but can be transferred to another person. Expired gift certificates cannot be refunded or extended.

Promotional discounts and special offers may have specific terms regarding cancellations and refunds, which will be communicated at the time of booking.

10. Group Bookings

Group bookings (6 or more guests) may be subject to special cancellation terms:

• Cancellations made 14 days or more before the scheduled experience: Full refund minus the service fee.
• Cancellations made between 7-14 days before the scheduled experience: 50% refund minus the service fee.
• Cancellations made less than 7 days before the scheduled experience: No refund will be provided.

11. Changes to this Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review our Refund Policy periodically.

12. Contact Us

If you have any questions about our Refund Policy or wish to request a cancellation or modification, please contact us at:

Dubai Skypool Experiences
Studio 52e Colin Forge Hillside
CM0 7HA
Email: bookings@dubaiskypool.com
Phone: +447434288316

Our customer service team is available Monday to Friday from 9am to 8pm, and Saturday to Sunday from 10am to 6pm (UAE time).