Cancellation Policy

We sell experiences run by many different operators: attractions, tour companies, cruise and activity providers. Each operator sets the cancellation terms for its own experiences, so they differ from one experience to the next. The terms that apply to your booking are the ones shown under "Cancellation policy" on the experience page and at checkout when you booked, and your booking page shows your own cancellation deadline. Later changes by the operator do not affect a booking already made.

Cancellation terms usually take one of these forms:

• Free cancellation up to a set time before the start, for example 24 hours. Cancel before then and you get a full refund; after it, no refund.
• Stepped refunds, for example a full refund 14 days or more before the start, 50% between 7 and 13 days, and nothing under 7 days.
• Non-refundable once confirmed. These are usually dated tickets, special events and peak-date departures, and say so clearly before you pay.

Open Manage booking (tickets.offsyte.ae/manage), enter your confirmation code and the email you booked with, and choose "Request cancellation". You can add a reason if you like. We email you to say we have received the request, and our team then confirms the cancellation and any refund by email.

If Manage booking says your booking cannot be cancelled online, or you cannot find your confirmation code, contact us by email, phone or WhatsApp with your name, the experience and its date.

Cut-off times are measured back from the scheduled start of your experience, in UAE time (GMT+4). A request counts from the moment it reaches us, whether through Manage booking, email or WhatsApp, even if our team confirms it later. Please do not wait until the last minute: a request that arrives after the cut-off is treated as a late cancellation.

A cancellation made after the free-cancellation cut-off, or inside a stepped band that gives no refund, is not refunded. This is because the operator has held your place and turned other guests away.

A no-show is not refunded either. You are a no-show if you:

• are not at the pickup point or meeting point at the time given, so the experience leaves without you;
• cannot show a valid voucher, ticket or QR code, or the identification the experience requires; or
• are refused by the operator because you do not meet the experience's stated requirements, such as minimum age, height, health or dress code, or because of unsafe or unlawful behaviour.

To change the date, time, option, pickup point or number of travellers, contact us with your confirmation code as early as you can. Changes depend on availability and on the operator's terms, and any difference in price is charged or refunded. A non-refundable booking may not be changeable at all.

Removing travellers from a booking is treated as a partial cancellation under the same terms. If a change you ask for is not possible, your original booking stands, and you can cancel it under its terms.

Some experiences are confirmed on request: paying sends the operator a booking request, and the booking is confirmed only when they accept it. We email you as soon as they do. If they cannot accept it, we refund your payment in full automatically, and no cancellation terms apply.

Occasionally an experience has to be cancelled or moved because of weather, sea or wind conditions, safety, a government or venue closure, too few guests for a minimum-number departure, or another event outside our control. Desert, sea and air activities in particular depend on conditions on the day, and the operator's safety decision is final.

If this happens, we offer you another date, a comparable experience or a full refund of what you paid for the affected experience, and you choose. If the operator cannot confirm a booking after you have paid, we refund it in full automatically.

We are not responsible for costs that follow from such a cancellation, such as other bookings, transport or hotel nights, so we recommend travel insurance.

Refunds go back to the card you paid with, through our payment provider, Stripe. We cannot refund to a different card, in cash or by bank transfer. Once we issue a refund, it usually appears within 5 to 10 business days, depending on your bank.

We charge in UAE dirhams (AED) and refund the same AED amount. If your card is in another currency, your bank converts it, and exchange-rate movements or bank charges may mean the amount you see differs slightly from the original charge. Those are outside our control.

A refund is the share of the price you paid that the experience's terms allow. We add no cancellation fee of our own.

When you go to pay, we hold your place with the operator for 30 minutes. If the payment does not go through, or you do not finish it in that time, the hold is released and you are not charged. If your card was charged but the booking could not be confirmed, we refund you in full automatically.

For anything about a cancellation, a change or a refund, have your confirmation code to hand and contact us:

• Email: bookings@offsyte.ae
• Phone and WhatsApp: +971 4 589 0001
• On the day of your experience, at any hour: +971 52 343 5050
• Post: Holidays Tours LLC, Shop #35 Wilson Building B, 2nd December Street, Al Jafiliya, Dubai UAE