Refund Policy
Last updated 5 August 2026
This policy sets out exactly what you get back, and when. It sits alongside our cancellation policy, which explains how to cancel or reschedule a booking.
Standard refund windows
Cancel more than 24 hours before the start time on an experience marked free cancellation and you receive 100% of what you paid, including service fee and VAT.
Cancel within 24 hours of the start time and the booking is non-refundable, because the operator has already reserved your places.
Experiences explicitly marked non-refundable on the product page carry no refund at any point after purchase. This is always shown before you pay.
Cancellations by the operator
If an operator cancels, or the experience cannot run for weather, safety or capacity reasons, you are offered a free reschedule or a full refund of the entire amount charged.
In these cases the refund is issued regardless of the standard window, and no service fee is retained.
Partial refunds
If part of an experience is not delivered as described, contact us within 48 hours with your booking reference and any supporting photos. We investigate with the operator and issue a proportionate partial refund where the claim is upheld.
How refunds are paid
Refunds are returned to the original payment method only. We cannot pay to a different card, to a bank transfer or as cash.
We submit the refund within 2 business days of approval. Your bank typically posts it within 5 to 10 business days, depending on the issuer and country.
Currency conversion differences applied by your bank between purchase and refund are outside our control and are not compensated by GO DXB.
No-shows and late arrivals
Arriving after the departure or entry time listed on your voucher is treated as a no-show and is not refundable, as the place cannot be resold.
Where an operator can still accommodate a late guest, they may do so at their discretion and at no extra charge from us.
Requesting a refund
Open your booking in Account, choose Cancel, and the eligible amount is calculated and shown before you confirm.
For anything outside the automated flow, email support@godxb.org with your booking reference. We respond within two business days.