Cancellation policy

This is a translation for convenience. If there is any difference, the Hebrew version prevails.

Cancellation of a transaction is subject to the Consumer Protection Law, 5741-1981, and the Consumer Protection Regulations (Cancellation of Transaction), 5771-2010, in their current version. This policy explains how to cancel, which terms apply and how to receive a refund. It does not derogate from any right the law grants you.

This page is MY DUBAI's only general cancellation policy. Any mention of cancellations elsewhere on the site refers here and does not set rules of its own, and the exact terms of each booking — deadlines, cancellation fees and what cannot be cancelled — appear in the written booking confirmation, which is decisive for that booking.

Before the booking is final

An enquiry on WhatsApp is a request to check availability only. A booking is considered final only after a written booking confirmation and payment. Until then you can withdraw the request at any stage, without charge and without the need for a formal cancellation notice.

How to cancel

• Send a cancellation notice in writing, on WhatsApp or by email (see Business details).
• In the notice, state the name under which the booking was made, the service, the date and the booking number, if there is one.
• To protect the booking, we will ask that the cancellation notice be sent from the phone or the email address from which the booking was made. If it is sent from elsewhere, we will first verify that the sender is authorised to cancel.
• The time of cancellation is the time at which the cancellation notice reached us.
• We will confirm to you in writing that we received the cancellation notice, and will specify the refund amount and the cancellation fees, if any.

The right to cancel under the law

A booking made remotely, for example on WhatsApp, is a distance sale transaction under the Consumer Protection Law. The law and the regulations give consumers a right to cancel such transactions under certain conditions, and include special rules for tourism services, such as the time of cancellation relative to the time the service begins and a limit on cancellation fees.

Alongside the right to cancel, the law sets exceptions and special arrangements, and these are what apply to most of our services: section 14C2 of the Law deals with tourism services provided entirely outside Israel — such as the services we act as intermediary for, all of which are provided in the United Arab Emirates — and provides that when the foreign supplier's cancellation policy is given to the consumer in writing before the transaction, that policy applies. Section 14C sets its own provisions for accommodation, travel, holiday and leisure services, including services scheduled for a specific date. Therefore, in most cases the supplier's cancellation terms apply to the booking, as given to you in the booking confirmation before payment.

For persons with disabilities, senior citizens and new immigrants, the law grants in certain cases a longer cancellation period (section 14C1 of the Law), and it is of course preserved.

The cancellation terms of each service appear in the written booking confirmation, before you pay. Read them carefully. If a right granted to you by law is more favourable to you than the supplier's terms, the right under the law applies.

Cancellation terms by type of service

Each supplier and each service has its own terms. As a rule:

• Attractions and admission tickets: a ticket for a specific date or time often cannot be cancelled or changed once issued. An open ticket may be more flexible.
• Tours and cruises: usually it is possible to cancel up to a certain time before the tour begins. A later cancellation may involve full cancellation fees.
• Transfers: usually it is possible to cancel or change up to a number of hours before the pick-up time.
• Hotels: depends on the type of rate. Some rates have free cancellation up to a certain date, and some rates are non-refundable.

The cancellation fees are those stated in your booking confirmation, and there are no others. If no cancellation fees were stated in the booking confirmation for a particular service — no cancellation fees will be charged for it on our part. Always read the booking confirmation before payment: it sets out the exact terms of each service, and they are binding.

Refund currency: the charge is made in shekels, and therefore the refund is made in shekels and in the amount actually charged — the same amount, without converting back. Please note: because the conversion rate changes over time, the dirham value of the refunded amount may differ from the value shown at the time of booking. You receive back exactly what you paid.

What usually cannot be cancelled

When a payment we made to the supplier on your behalf goes out and does not come back, the service cannot be cancelled — and we say so in advance, naming the service, in the booking confirmation. Usually these are:

• A ticket issued for a fixed date or time, from the moment it is issued.
• A hotel rate marked as "Non-Refundable".
• A service whose date has passed, that has already begun or that has been partly used.
• A service purchased for you on non-refundable terms at your request, after the condition was shown to you.

How to read the cancellation terms in the confirmation

The booking confirmation shows, for each service, until when you can cancel without charge, what the cancellation fees are after that time, and when the service can no longer be cancelled or refunded. Deadlines are counted according to UAE time, unless stated otherwise. If anything in the terms is unclear to you, ask us before payment.

Partial cancellation

You can cancel part of a booking, for example one service out of several, or one participant out of a group. The terms of each service apply separately. Please note: with prices set according to group size or per vehicle, cancelling a participant may change the price for the other participants.

Changing a booking

You can ask to change the date, time, ticket type or number of participants. The change depends on availability and on the supplier's terms, and it may change the price. The change takes effect only after an updated confirmation in writing. If the change is not possible, the regular cancellation terms apply.

No-show and lateness

Anyone who did not arrive for the service, or arrived so late that the service could not be provided as a result, is generally not entitled to a refund, according to the supplier's terms in the booking confirmation. If you expect a delay, for example because of a flight delay, let us know on WhatsApp as early as possible, and we will make an effort to reschedule with the supplier.

Cancellation or change by the supplier

A supplier may cancel or change a service due to weather, safety considerations, instructions from the authorities, an unexpected closure or a low number of participants. In such a case we will notify you immediately, and offer another date or an alternative service. If the alternative does not suit you, you will receive a full refund for the service that was not provided.

Cancellation because of illness or a personal event

Illness, a family event or a change of plans does not automatically cancel the supplier's terms. Contact us as early as possible. Sometimes the service can be moved to another date, and some suppliers show consideration in such cases, especially when there is a medical certificate. Travel insurance with cancellation cover can reimburse you for the cancellation fees, according to the terms of the policy.

Special circumstances

A flight cancellation, a change in travel warnings or a state of emergency does not automatically cancel the supplier's terms. In such cases we will work with the supplier to find a solution, and your rights are determined according to the booking terms and the law. Suitable travel insurance can cover some of these cases.

Refunds

• The refund is calculated according to the amount actually paid, less cancellation fees if they apply.
• The refund is made by the same means of payment, within 14 days from the day the cancellation notice reached us, as the law provides.
• A credit for future use instead of a monetary refund will be given only if you choose it.
• Payment methods: bank transfer, Bit, or Visa and Mastercard credit cards (American Express and Diners — with a 1.5% surcharge). We do not accept cash, in Israel or in Dubai. The refund is made by the same means with which payment was made.

Questions and complaints

If you have a question about a cancellation or a dispute about a refund, contact us in writing, and we will respond as soon as possible. You may also contact the Consumer Protection and Fair Trade Authority.

Updated: 26.9.2026