Refund Policy

Last Updated: May 15, 2024

At SkyPool Dubai, we strive to provide exceptional experiences for all our customers. We understand that plans can change, which is why we've established a clear and fair refund policy. This document outlines the terms and conditions regarding cancellations, refunds, and booking modifications.

1. Cancellation and Refund Schedule

Our refund policy varies based on the type of experience and how far in advance you cancel. The following schedule applies to all bookings unless otherwise specified at the time of purchase:

Please note:

• The cancellation time is calculated based on the local time in Dubai (Gulf Standard Time).
• The booking fee (AED 50) is non-refundable for all cancellations, regardless of timing.
• Special events or promotional packages may have different cancellation policies, which will be clearly stated at the time of booking.

2. How to Request a Cancellation and Refund

To request a cancellation and refund, please follow these steps:

1. Email your cancellation request to bookings@skypooldubai.com with your booking reference number and the reason for cancellation.
2. Include your full name, contact information, and booking details in your email.
3. Our customer service team will confirm receipt of your cancellation request within 24 hours.
4. If your cancellation is eligible for a refund, the amount will be processed back to your original payment method.

Alternatively, you can call our customer service team at +443303556468 during business hours (9am - 8pm GST, Monday to Friday; 10am - 6pm GST, Saturday and Sunday).

3. Refund Processing Time

Once approved, refunds will be processed as follows:

• Credit/debit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer's policies.
• Bank transfer refunds may take 3-5 business days to process.
• Other payment method refunds will vary according to the respective provider's processing time.

4. Booking Modifications

If you need to modify your booking rather than cancel it entirely, the following conditions apply:

4.1 Date/Time Changes

Requests to change the date or time of your booking:

• Must be made at least 48 hours before your scheduled experience (72 hours for Premium Experiences)
• Are subject to availability
• For standard experiences: First modification is free of charge; subsequent modifications incur an AED 100 administrative fee
• For premium experiences: Modifications incur an AED 150 administrative fee
• New date must be within 90 days of the original booking date

4.2 Experience Type Changes

Requests to change the type of experience:

• Must be made at least 48 hours before your scheduled experience
• If changing to a higher-priced experience, you will need to pay the price difference
• If changing to a lower-priced experience, the refund for the price difference will be subject to our standard cancellation policy timeframes
• An administrative fee of AED 100 may apply

4.3 Guest Information Changes

Changes to guest information (names, contact details) can be made at any time before your experience at no additional cost by emailing our customer service team.

5. Special Circumstances

5.1 Weather-Related Cancellations

In the event of severe weather conditions that may affect the safety or quality of your experience:

• If SkyPool Dubai cancels your booking due to weather conditions, you will be offered a full refund or the option to reschedule at no additional cost.
• If you choose to cancel your booking due to weather forecasts, our standard cancellation policy applies unless the venue itself declares a weather-related closure.

5.2 Venue Closures or Restrictions

If your booking cannot be fulfilled due to unexpected venue closure, facility maintenance, or government restrictions:

• You will be offered a full refund (including booking fee) or the option to reschedule for another date.
• Where possible, we may also offer an alternative experience of equal or greater value.

5.3 Medical Emergencies

In case of medical emergencies that prevent you from attending your booked experience:

• Please notify us as soon as possible.
• With valid documentation (doctor's note, hospital letter, etc.), we may offer a more flexible refund policy or the option to reschedule, even within the standard non-refundable period.
• Each case will be evaluated individually by our customer service team.

6. Gift Certificates and Vouchers

For gift certificates and promotional vouchers:

• Gift certificates are non-refundable but are valid for 12 months from the date of purchase.
• Unused gift certificates can be transferred to another person at no additional cost.
• Once a gift certificate has been redeemed (i.e., a specific experience has been booked), the standard cancellation policy applies.
• Expired gift certificates cannot be extended, refunded, or exchanged.

7. No-Shows

If you fail to attend your booked experience without prior notice ("no-show"):

• No refund will be provided.
• The booking will be considered fully used.
• In exceptional circumstances (e.g., medical emergency, accident), please contact our customer service team with supporting documentation for consideration of a goodwill gesture.

8. Partial Use of Services

If you attend your booked experience but do not use all included services or leave early:

• No partial refunds will be provided.
• Unused portions of packages (e.g., complimentary drinks, included amenities) cannot be exchanged for cash or credit.

9. Contact Information

For all refund and cancellation inquiries, please contact our customer service team:

Email: bookings@skypooldubai.com
Phone: +443303556468
Business Hours: 9am - 8pm GST (Monday to Friday), 10am - 6pm GST (Saturday and Sunday)

10. Policy Changes

SkyPool Dubai reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

This Refund Policy was last updated on May 15, 2024.