Refund Policy

At Dubai Luxury Pool Experiences, we strive to provide exceptional service and memorable experiences. We understand that plans may change, which is why we have established this refund policy to outline the terms and conditions for refunds and cancellations.

This Refund Policy applies to all bookings made through our website (dubaipool.com) or directly with our customer service team.

1. Cancellation and Refund Policy

1.1. Standard Cancellation Policy

Our standard cancellation policy for all pool experiences is as follows:

• Cancellations made more than 48 hours before the scheduled experience: Full refund minus a 5% administrative fee
• Cancellations made 24-48 hours before the scheduled experience: 50% refund
• Cancellations made less than 24 hours before the scheduled experience: No refund

1.2. Special Experience Cancellation Policies

Some premium experiences, including the VIP Pool Day and special seasonal packages, may have different cancellation terms:

• Cancellations made more than 72 hours before the scheduled experience: Full refund minus a 10% administrative fee
• Cancellations made 48-72 hours before the scheduled experience: 50% refund
• Cancellations made less than 48 hours before the scheduled experience: No refund

These special policies will be clearly indicated during the booking process for applicable experiences.

2. How to Request a Cancellation and Refund

To cancel a booking and request a refund, you must submit your request in one of the following ways:

1. Through your customer account on our website (preferred method)
2. By email to info@dubaipool.com with the subject line "Cancellation Request" and your booking reference number
3. By phone at +440754062727 during our business hours (9:00 AM - 6:00 PM GMT, Monday through Friday)

All cancellation requests must include:

• Your full name
• Booking reference number
• Date and time of the scheduled experience
• Reason for cancellation (optional but appreciated)

The cancellation date and time will be recorded based on when we receive your complete cancellation request.

3. Refund Processing

3.1. Refund Timeline

Once a refund has been approved, it will be processed as follows:

• Credit card refunds: 5-10 business days
• Debit card refunds: 5-10 business days
• Bank transfer refunds: 7-14 business days

Please note that while we process refunds promptly, the actual time it takes for the refund to appear in your account depends on your payment provider or bank.

3.2. Refund Method

Refunds will be issued to the original payment method used for the booking. We cannot issue refunds to a different payment method or account than the one used for the original purchase.

4. Non-Refundable Items

The following items are non-refundable under all circumstances:

• Administrative fees associated with cancellations
• Any additional services or upgrades purchased and already delivered (e.g., digital photos, gift vouchers)
• Booking fees or service charges

5. Modifications to Bookings

5.1. Date Changes

If you need to change the date of your booking rather than cancel it entirely, the following policies apply:

• Changes requested more than 48 hours before the scheduled experience: No fee for the first change, 5% administrative fee for subsequent changes
• Changes requested 24-48 hours before the scheduled experience: 10% administrative fee
• Changes requested less than 24 hours before the scheduled experience: Treated as a cancellation under our standard cancellation policy

Date changes are subject to availability. If the new date has a higher price, you will be required to pay the difference. If the new date has a lower price, the difference will not be refunded.

5.2. Guest Count Changes

Changes to the number of guests in your booking can be made as follows:

• Increasing guest count: Subject to availability and additional payment for the extra guests
• Reducing guest count more than 48 hours before the experience: Refund for removed guests minus a 5% administrative fee
• Reducing guest count 24-48 hours before the experience: 50% refund for removed guests
• Reducing guest count less than 24 hours before the experience: No refund for removed guests

6. Cancellations by Dubai Luxury Pool Experiences

In rare cases, we may need to cancel or modify a booking due to circumstances beyond our control, including but not limited to:

• Adverse weather conditions affecting safety
• Venue closures or maintenance issues
• Force majeure events (natural disasters, civil unrest, etc.)
• Health and safety concerns

In such cases, we will offer you the following options:

• Rescheduling your experience to an alternative date (our preferred option)
• A full refund with no administrative fees
• A credit voucher for 110% of the booking value, valid for 12 months

7. No-Shows

If you fail to arrive for your scheduled experience ("no-show") without prior notification, you will not be eligible for a refund or rescheduling. Your booking will be considered forfeited.

If you are running late for your experience, please contact us as soon as possible. While we will make reasonable efforts to accommodate late arrivals, we cannot guarantee full service if you arrive more than 30 minutes after your scheduled time.

8. Gift Vouchers and Promotional Offers

8.1. Gift Vouchers

Gift vouchers are non-refundable once purchased. However, they can be used for any of our experiences of equal or lesser value within their validity period.

The standard validity period for gift vouchers is 12 months from the date of purchase unless otherwise specified.

8.2. Promotional Offers and Discounts

Bookings made using promotional codes, special offers, or discounts may have different cancellation terms, which will be clearly communicated at the time of booking.

In general, heavily discounted or promotional bookings may be subject to stricter cancellation policies or may be non-refundable.

9. Dissatisfaction with Service

If you are dissatisfied with your experience for any reason, we encourage you to:

1. Notify the venue staff immediately during your experience so we can address the issue on the spot
2. If the issue remains unresolved, contact our customer service team within 48 hours of your experience

We take all customer feedback seriously and will work with you to resolve any legitimate concerns. Depending on the nature and severity of the issue, we may offer:

• A partial refund
• A voucher for a future experience
• Other appropriate compensation

Refund requests due to dissatisfaction that are not reported during or immediately after the experience may not be approved.

10. Special Circumstances

10.1. Medical Emergencies

In case of serious medical emergencies preventing you from attending your booked experience, we may offer a full refund or rescheduling option upon presentation of valid medical documentation.

10.2. Travel Disruptions

For international customers experiencing significant travel disruptions (e.g., flight cancellations, visa denials), we may consider exceptions to our standard cancellation policy on a case-by-case basis with appropriate documentation.

11. Changes to This Policy

We reserve the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically for any changes.

The refund terms that were in effect at the time of your booking will apply to your cancellation or modification request.

12. Contact Us

If you have any questions about this Refund Policy or need to request a cancellation or refund, please contact us at: