Refund and Cancellation Policy

1. Free cancellation window

You can cancel free of charge up to 24 hours before the visit date and time of your tour. We issue a full refund to the original payment method, normally within 5 to 10 working days depending on your bank.

2. Cancellations within 24 hours

Cancellations made less than 24 hours before the visit date are non-refundable. This is because seats are held and, for many experiences, provider costs are already committed by then.

If you have a serious medical emergency or the provider cancels the tour, contact us within 48 hours and we will review your case on an individual basis.

3. No-shows

If you do not arrive for your tour, or arrive after the meeting point has departed, the booking is treated as used and is not refundable.

4. Changes to your booking

Date and time changes are free up to 24 hours before the visit, subject to availability. Changes within 24 hours are treated as a cancellation and rebooking, so the free cancellation window applies once more to the new date.

Changes are not guaranteed. If your preferred slot is unavailable you can choose another available date or cancel for a full refund.

5. Tours cancelled by us

If we cancel a tour for any reason, you can book an alternative experience of comparable value or receive a full refund of everything you paid for the cancelled tour. We contact affected guests directly and do not ask you to chase the refund.

6. Tours changed by us

Where we change the route, timing, or meeting point, or substitute a comparable experience, the booking price is unchanged. If a change makes the experience unsuitable for you, you can cancel for a full refund by contacting us before the tour starts.

7. Partially used bookings

If some guests in a booking do not travel, the booking is charged at full price. We cannot refund unused seats unless the change is made in advance as a booking change.

8. Late arrival

Tours run to a fixed schedule. If you arrive late you may be unable to join and will not be refunded unless the delay was caused by us.

9. How to request a cancellation or refund

Email support@dhowcruisedxb.com with your booking reference and the reason for your request. We confirm every valid request by email. Refunds go to the original payment method and cannot be transferred elsewhere.

10. Chargebacks

We ask that you contact us first so we can resolve the issue directly. If a chargeback is opened with your bank before we have responded, it can take considerably longer to resolve and may delay the refund.