Abu Dhabi Explorer

Thank you for choosing Abu Dhabi Explorer. We value your satisfaction with our services and products. This Refund Policy outlines the conditions under which we provide refunds for our services, bookings, digital products, and other offerings. Please read this policy carefully before making any purchases.

1. General Provisions

1.1 Abu Dhabi Explorer strives to ensure that all transactions with our customers are handled professionally and fairly. We are committed to providing high-quality services and products that meet your expectations.

1.2 All refund requests will be evaluated on a case-by-case basis, considering the specific circumstances, the nature of the product or service purchased, and the time elapsed since purchase.

1.3 To be eligible for a refund, you must provide proof of purchase, such as an order number, receipt, or confirmation email.

1.4 Refunds will generally be processed using the original payment method. Processing times may vary depending on your payment provider.

2. Digital Products and Downloadable Content

2.1 Digital products, including but not limited to e-guides, travel maps, downloadable itineraries, and other digital content, are eligible for refunds under the following conditions:

• The refund request is made within 14 days of purchase
• You have not downloaded or accessed the digital content
• Technical issues prevent you from accessing the digital content despite reasonable efforts to resolve them

2.2 Once digital content has been downloaded, accessed, or the 14-day period has elapsed, no refund will be provided unless the content is substantially defective or materially different from its description.

2.3 For subscription-based digital content, refunds will be processed on a pro-rata basis for the unused portion of your subscription if you cancel before the subscription period ends.

3. Third-Party Bookings and Attraction Tickets

3.1 For bookings of tours, experiences, accommodations, or attraction tickets made through our platform but provided by third parties:

• Refund eligibility is primarily governed by the terms and conditions of the third-party service provider
• We will assist you in requesting refunds from the service provider according to their policies
• Our booking service fee (if applicable) may be refunded if the cancellation is made at least 48 hours before the scheduled service

3.2 For certain attraction tickets and services, different cancellation periods may apply. These will be clearly communicated at the time of booking.

3.3 For bookings that are labeled as "non-refundable" at the time of purchase, no refund will be provided except in extraordinary circumstances, which will be evaluated on a case-by-case basis.

3.4 In cases where the third-party provider cancels the service, we will assist you in obtaining a full refund or, if possible, rebooking at no additional cost.

4. Premium Memberships

4.1 Premium memberships to Abu Dhabi Explorer may be refunded within 14 days of purchase if no premium benefits have been used.

4.2 After the 14-day period or if premium benefits have been used, refunds will be processed on a pro-rata basis for the unused portion of your membership, less an administrative fee of 10% of the original membership cost.

4.3 Annual memberships that auto-renew can be cancelled at any time before the renewal date without penalty. No refunds will be provided for the current membership period after cancellation, but your membership will continue until the end of the current billing period.

5. Advertising Services

5.1 For businesses that purchase advertising services on our platform:

• Cancellations before the campaign starts are eligible for a full refund
• Cancellations after the campaign has begun but before 25% of the campaign duration has elapsed may receive a partial refund of 75% of the campaign cost
• Cancellations after 25% but before 50% of the campaign duration has elapsed may receive a partial refund of 50% of the campaign cost
• No refunds will be issued for cancellations after 50% of the campaign duration has elapsed

5.2 If we fail to deliver the advertising services as agreed upon in the contract, you may be entitled to a full or partial refund, depending on the extent of the discrepancy.

6. Custom Itinerary Planning

6.1 Custom itinerary planning services may be refunded under the following conditions:

• If you cancel before we begin work on your itinerary, a full refund minus a 10% administration fee will be provided
• If you cancel after we have begun work but before delivery of the final itinerary, a 50% refund may be provided
• No refund will be provided after the final itinerary has been delivered unless it significantly fails to meet the agreed-upon requirements

6.2 Revisions to delivered itineraries are included in the original service as specified at the time of purchase. Additional revisions beyond the included number may incur extra charges.

7. Refund Process and Timeline

7.1 To request a refund, please contact our customer service team at refunds@abudhabiexplorer.com or through the contact form on our website. Please include your order number, the date of purchase, and the reason for requesting a refund.

7.2 We will acknowledge your refund request within 2 business days and provide an initial response regarding eligibility within 5 business days.

7.3 If your refund request is approved, we will process the refund within 14 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution:

• Credit card refunds: 5-10 business days
• Debit card refunds: 5-7 business days
• PayPal refunds: 3-5 business days
• Bank transfers: 5-10 business days

7.4 In some cases, we may offer store credit instead of a monetary refund. Store credit will be valid for 12 months from the date of issue.

8. Contact Us

If you have any questions about this Refund Policy, please contact us at:

Abu Dhabi Explorer
Studio 64 Anderson Lights
Lloydstad, RH20 2LH
United Kingdom
Email: refunds@abudhabiexplorer.com
Phone: +44 324 263 1831

Last Updated: March 10, 2025