Policy version OG-POL-2026-10-29-R3. Applies to new direct bookings accepting these terms from 29 October 2026. Existing bookings retain the terms accepted at purchase.
Ocean Gate Travel and Tourism LLC, trading as OceanGate Travels. Website: www.oceangatetours.com. Email: booking@oceangatetours.com. WhatsApp: +971 52 682 9583. These terms cover direct bookings for tours, transfers, attraction tickets, charters and activities. Specific terms disclosed and accepted before purchase apply to the relevant service. Third-party platform bookings follow the terms accepted on that platform.
A booking request or payment acknowledgement does not alone confirm availability. Confirmation is issued in writing with the service, date, participants and payment arrangements. If a service cannot be confirmed, the customer may accept an alternative or receive a full refund for the unavailable service. The booking person must be at least 18 and authorised for the party. Customers must promptly report incorrect names, dates, flights or pickup details.
The booking summary identifies currency, inclusions, exclusions, taxes and mandatory charges before payment. Tickets, meals, guides, extra stops and optional activities are included only when listed. Deposits and balances are payable by the confirmed deadline. Any online surcharge is disclosed before payment. Independent bank conversion charges may apply. A payment receipt is not automatically a travel voucher or proof that the whole booking is paid.
| Service | Notice required before confirmed start/pickup |
|---|---|
| Guided tours including private guided tours | At least 24 hours |
| Dubai Airport Layover Tour and Abu Dhabi Airport Layover Tour | At least 24 hours |
| Other private tours | At least 48 hours |
| Desert safaris | At least 24 hours |
| Jet Ski, Jet Car and other water sports | At least 24 hours |
| Airport transfers | At least 24 hours |
| Standard shared dhow/dinner cruises | At least 24 hours; eligible for full refund before processing fees |
| Xclusive private yacht | At least 72 hours: 50% refund before processing fees. Less than 72 hours: 100% retained, no refund. |
| Flying dress experiences | At least 48 hours |
| Hot-air balloon experiences | The specific operator’s cancellation deadline must be shown before purchase; no general deadline is assumed |
| Attraction tickets | Non-refundable once issued for customer cancellation |
| Helicopter tours | Non-refundable once confirmed for customer cancellation |
All times use UAE time, GMT+4. Private charters, group bookings and special events may have different terms only if disclosed and accepted before payment. A cruise boarding voucher does not automatically make a refundable cruise non-refundable. Unlisted services need their own stated rule; unrelated transfer rules must not be assumed.
For eligible customer cancellations received at least the required notice period before the scheduled activity or pickup, cancellation within 48 hours after successful payment carries no processing fee. Cancellation more than 48 hours after payment carries a 10% processing fee on the otherwise refundable amount. This is a processing fee, not a government tax. The 48-hour period after payment does not extend the service cancellation deadline, remove the private-yacht 50% retention, or override issued-ticket and confirmed-helicopter restrictions.
Refundable services other than the Xclusive private yacht qualify for a full refund of the eligible amount paid before processing fees when their deadline is met. The Xclusive private yacht qualifies for a 50% refund at least 72 hours before departure; closer to departure, 100% is retained. Late cancellations and no-shows are non-refundable. Hot-air balloon bookings follow the specific operator rule disclosed before purchase.
The processing fee is 10% of the otherwise refundable amount, not an additional 10% of a non-refundable portion. For a fully paid AED 1,000 ordinary eligible service cancelled more than 48 hours after payment, AED 900 is refunded. For a fully paid AED 1,000 Xclusive private yacht cancelled at least 72 hours before departure and more than 48 hours after payment, AED 500 is otherwise refundable, the fee is AED 50, and AED 450 is refunded. Refunds cannot exceed the amount paid for the affected service. Deposit and instalment bookings require a clearly disclosed calculation before payment; a balance payment does not automatically create a new cancellation entitlement for the whole booking.
Operator cancellations and mandatory consumer remedies are handled separately under section 14, without this customer-cancellation processing fee.
Each component’s cancellation rule and price allocation must be identified before purchase. Issued attraction tickets may remain non-refundable while transport or guiding remains refundable. No component incurs both a 100% cancellation charge and an additional 10% fee. Each unused return-transfer leg is assessed separately using its own pickup time and disclosed price. Completing an arrival transfer does not remove eligibility for an unused departure transfer.
Send the booking reference, lead guest name, travel date and services to cancel to booking@oceangatetours.com or WhatsApp +971 52 682 9583. A website request facility may be offered once implemented. The time OceanGate receives the request determines eligibility, not when staff review it. Keep the submission confirmation. A request does not mean a refund is approved or paid.
OceanGate will explain the approved amount and deductions. Refunds normally return to the original payment method; any necessary alternative is agreed securely with the original payer. Confirmation is provided when submitted. Bank/payment-provider settlement time varies. Duplicate or excess payments are investigated and corrected without a cancellation fee merely for correcting OceanGate’s error. Currency conversion may affect the customer’s home-currency amount.
Changes to dates, guests, names, routes and locations depend on availability and disclosed supplier restrictions. Additional prices are explained before acceptance. If a requested change is unavailable the original booking remains unless cancelled under its terms. Rescheduling does not automatically restore an expired free-cancellation entitlement; revised terms are confirmed in writing.
OceanGate monitors the booked arrival flight using the supplied flight details. For verified airline delays or schedule changes, airport pickup time is adjusted without an amendment fee or flight-delay surcharge for the same booked route, passenger numbers and vehicle category. A verified flight delay is not a cancellation or no-show. The obsolete original pickup time is not used to declare a delayed passenger absent.
Customers must promptly notify OceanGate of changed flight numbers, dates or airline bookings. OceanGate confirms revised arrangements. Departure-transfer pickup adjustments for airline schedule changes are also free and must be confirmed with OceanGate. A different airport, route, vehicle or extra stop may change the price, with any difference explained before acceptance. If OceanGate cannot accommodate the verified airline-driven time change, the customer may accept an alternative or receive a full refund for the affected unused transfer.
The confirmation specifies included waiting time and its starting point. Delayed arrivals use revised arrival arrangements. Customers should contact OceanGate about immigration or baggage delays. A no-show is assessed only after the confirmed waiting allowance and reasonable contact attempts. Flight cancellation without replacement travel is assessed separately; it is not automatically a no-show or a simple time change.
Supply correct flights, terminals, addresses, guest numbers and luggage needs. Request child seats beforehand. Respect vehicle capacity and applicable safety requirements. Extra stops, route changes and additional waiting charges must be disclosed before the additional service. An equivalent suitable vehicle may be substituted unless a model is expressly guaranteed. Customers must be ready at the confirmed meeting point; shared pickups may use a stated window. Late customer arrival may shorten a private tour where later commitments prevent extension.
Traffic, closures or events may alter the order of visits. Material changes are communicated, with the choice of an acceptable alternative or appropriate refund for an affected service. Customers must meet disclosed identification, age, height, weight, dress and entry requirements. Do not share ticket QR codes publicly. Mosque visitors must follow venue dress requirements; clothing is included only when stated. Admission refusals are assessed against requirements disclosed before booking and applicable rights.
Follow driver, guide, captain, pilot and venue safety instructions. Raise relevant health, mobility or pregnancy concerns before purchase so suitability can be checked; OceanGate does not provide medical clearance. Captains and pilots decide safe operation, routing and seating. Package-specific restrictions are disclosed before purchase. Flying dress packages specify duration, location, dress arrangements, edited image quantity, delivery period and extras. Promotional use of customer photos requires separate permission.
If OceanGate or the operator cannot safely provide the booked service, customers may choose an available alternative, rescheduling or a refund for the cancelled service. The 10% customer-cancellation fee does not apply to operator cancellation. Partly delivered packages are assessed by affected component. Independent travel costs are not automatically reimbursed; any mandatory compensation rights remain unaffected.
Guests must behave safely, respectfully and lawfully. Participation may be stopped for conduct that endangers or materially disrupts others. Refund consequences reflect the circumstances, disclosed terms and applicable law. Damage charges must be supported and explained. Customers should care for belongings; OceanGate will reasonably assist lost-property enquiries.
Report service problems promptly to allow resolution. Email booking@oceangatetours.com with the reference, explanation and evidence. OceanGate will investigate and explain any remedy. Failure to report during an activity does not automatically remove legal rights. Customers may approach competent consumer-protection authorities.
Booking information is used to arrange services, process payments and provide support and service communications. Share only information reasonably needed by service providers. Booking does not automatically authorise promotional use. The applicable Privacy and Cookie Notice explains collection, payment processors, retention, cookies and customer rights.
Use the latest issued voucher or confirmation. QR verification may identify a current, cancelled or superseded document. Acknowledgements are not proof of payment; receipts are not admission tickets unless stated. Refund documents distinguish requested, approved and processed refunds. The applicable policy version is retained with each booking and is not retroactively overwritten.
OceanGate remains responsible for its contractual and legal obligations, including when arranging a supplier service. Nothing excludes liability or consumer rights that cannot lawfully be excluded. Applicable UAE law governs, subject to mandatory customer rights and competent courts or consumer authorities.
The applicable service rule, cancellation deadline and processing fee must be disclosed before payment and retained with the booking confirmation. Existing bookings continue under the terms accepted when booked; this policy is not applied retroactively.
