ALLINDUBAI LEGAL

CANCELLATION & REFUND POLICY

Website & Booking Master

IMPORTANT

This master policy is drafted to provide strong contractual protection while preserving consumer rights that cannot lawfully be excluded under applicable UAE law. It must be implemented together with service-specific cancellation terms shown before payment. UAE-qualified legal review is recommended before publication and after any material change to the payment, VAT, supplier or licensing workflow.

 

PLEASE READ THIS POLICY CAREFULLY

This Cancellation & Refund Policy applies to bookings and payments made through AllInDubai, including through the Website, authorized payment links and authorized communication channels. It forms part of the AllInDubai Terms & Conditions. Service-specific cancellation terms presented before payment also form part of the customer’s contract and may vary by service and Service Provider.

1. Scope and Contractual Status

AllInDubai is operated by All In Concierge Services FZE LLC ("AllInDubai", "we", "us" or "our"). This Policy governs cancellations, amendments, no-shows, supplier cancellations, refunds, credits and related payment adjustments for Services arranged and paid through AllInDubai.

This Policy must be read together with the Terms & Conditions, Booking Confirmation and any Service-Specific Terms disclosed to the Customer before payment. If a Service-Specific Term addresses a particular cancellation, amendment or refund issue, that Service-Specific Term applies to that issue to the extent permitted by law.

2. Core Rule: Service-Specific Cancellation Terms

AllInDubai does not apply one universal cancellation deadline or refund rule to every Service. Different Service Providers and Service categories may apply different cancellation windows, charges, non-refundable periods, amendment rules and weather policies.

The cancellation and refund conditions applicable to a Booking will be disclosed, linked, displayed or otherwise made available before the Customer authorizes payment. By completing payment, the Customer accepts those conditions, subject always to rights that cannot lawfully be waived under UAE law.

• A yacht may have a different cancellation window from a vehicle rental.

• A restaurant, event, hotel, activity or medical appointment may have its own provider-specific terms.

• A promotional, last-minute, custom, high-demand or specially procured booking may be non-refundable if this is clearly disclosed before payment and permitted by law.

3. How to Cancel or Amend a Booking

A cancellation or amendment request must be submitted to AllInDubai through an authorized customer-support channel identified on the Website or Booking Confirmation. A request is not effective merely because it was sent; it becomes effective when received and acknowledged by AllInDubai.

Where timing affects the cancellation charge, the recorded time at which AllInDubai receives the request through the authorized channel will be used, unless mandatory law requires otherwise. Contacting a Service Provider directly does not necessarily cancel or amend a Booking made and paid through AllInDubai unless AllInDubai confirms that the Booking has been changed or cancelled.

Customers should provide the Booking reference, customer name, Service date and a clear instruction describing the requested cancellation or amendment.

4. Customer Cancellation Charges

If the Customer cancels, any refund or cancellation charge will be calculated according to the Service-Specific Terms accepted for that Booking and applicable law.

Where the applicable terms provide for a percentage charge, fixed charge, retained deposit or complete non-refundability after a stated deadline, AllInDubai may apply that charge to the extent it was disclosed before payment and is legally enforceable.

A cancellation charge may reflect amounts committed to or charged by the Service Provider, reservation inventory lost because of the cancellation, and other valid booking-specific costs, but AllInDubai will not impose an undisclosed cancellation fee.

• Before the free-cancellation deadline, if one applies: refund according to the disclosed Booking terms.

• After the free-cancellation deadline: partial refund or no refund may apply as stated in the Booking terms.

• Non-refundable Booking: no refund for a voluntary Customer cancellation, except where mandatory law provides otherwise.

5. Amendments and Rescheduling

Changes to date, time, participant names, vehicle, yacht, venue, property, route, duration, package or other Booking details are subject to availability and Service Provider approval.

A request to amend a Booking does not suspend or reset the original cancellation deadline unless AllInDubai expressly confirms the amendment in writing. If the requested change increases the price, the Customer must pay the difference before the change is confirmed. If it reduces the price, any refund or credit is subject to the applicable Service-Specific Terms.

Where an amendment is not available and the Customer chooses not to use the original Booking, the matter will be treated as a Customer cancellation under the original Booking terms unless applicable law requires otherwise.

6. No-Shows, Late Arrival and Customer Ineligibility

A Booking may be treated as a no-show where the Customer or any required participant fails to attend, arrives after the permitted grace period, misses a scheduled departure, does not present required identification or licence, does not provide a required security deposit or payment card, or cannot participate because of a requirement within the Customer’s control.

No-show and late-arrival bookings may be wholly non-refundable where the applicable Service-Specific Terms provide for this and the law permits it. AllInDubai is not required to extend the Service, delay other customers, rebook the Service or provide a replacement solely because of Customer lateness or ineligibility.

7. Payment Collected Before Supplier Confirmation

Certain Services require final confirmation from a Service Provider. Payment, a quotation or an availability indication does not guarantee confirmation unless the Service is expressly identified as instantly confirmed.

If AllInDubai collects payment but the requested Service cannot be confirmed, the amount collected for the unconfirmed Service will be refunded to the original payment method, subject to payment-network processing times and applicable law. AllInDubai is not required to source a replacement Service or alternative provider unless it expressly agrees to do so in writing.

8. Cancellation or Material Change by a Service Provider

A Service Provider may cancel, delay or materially change a Service for operational, safety, regulatory, weather, availability or other legitimate reasons. AllInDubai will communicate material changes notified to it and will administer the refund or other remedy due under the Booking terms and applicable law.

Where the booked Service is cancelled before performance and the amount cannot lawfully be retained, the refundable amount due for that cancelled Service will be returned as required by law and the applicable Booking terms.

AllInDubai does not guarantee or undertake to provide a substitute supplier, upgraded Service, replacement experience or alternative Booking. If AllInDubai voluntarily offers an alternative and the Customer accepts it, the revised terms and any price difference will be confirmed before the alternative is booked.

9. Defective, Incorrect or Materially Non-Conforming Service

Nothing in this Policy removes any remedy that must be provided under applicable UAE consumer-protection law. Where a Service is defective, materially inconsistent with the agreed description or performed incorrectly for reasons attributable to the responsible supplier, the Customer may have rights to re-performance, refund or another remedy as provided by applicable law.

The Customer should notify AllInDubai as soon as reasonably possible while the issue can still be investigated or, where practical, corrected. AllInDubai may request reasonable evidence such as photographs, video, receipts, timestamps or written details and may liaise with the Service Provider in investigating the complaint.

A minor or subjective dissatisfaction that does not amount to a contractual or legal failure does not automatically create a right to a refund.

10. Force Majeure and Events Outside Reasonable Control

Bookings may be affected by events outside reasonable control, including severe weather, unsafe sea or road conditions, natural events, government orders, security incidents, public-health restrictions, strikes, infrastructure failures, venue closures, airspace restrictions or similar events.

Where such an event affects a Booking, the Service may be delayed, suspended, rescheduled or cancelled in accordance with the Service-Specific Terms and applicable law. Refund, credit or rescheduling rights will be determined by those terms and any mandatory consumer rights. Nothing in this section permits AllInDubai to retain money where applicable law requires a refund.

11. Category-Specific Refund Considerations

11.1 Vehicles and Chauffeurs

Vehicle rentals may be subject to delivery windows, licence eligibility, deposits, insurance rules, damage assessments, mileage limits, Salik/tolls, parking, traffic fines and provider cancellation rules. A vehicle rejected by the Customer merely because of a non-material preference or cosmetic difference may not create a refund right if the booked category/specification is materially fulfilled. Chauffeur timing may be affected by traffic and road restrictions.

11.2 Yachts and Marine Services

Yacht departures are subject to maritime rules, authority requirements, passenger limits and the captain’s safety judgment. Weather or sea-condition cancellations and route changes will be handled according to the yacht provider’s disclosed policy and mandatory law.

11.3 Restaurants, Beach Clubs, Nightlife and Events

Deposits, minimum spends, table-hold times, guest-list rules, age restrictions, dress codes and identification requirements may apply. Refusal of entry caused by the Customer’s failure to meet a clearly disclosed venue requirement may be non-refundable under the applicable Booking terms.

11.4 Hotels, Apartments and Stays

Accommodation cancellations are governed by the rate and property conditions shown for the Booking. Early departure, late arrival or failure to check in may be non-refundable depending on those conditions. Optional requests are not refundable merely because they were not available unless they were expressly guaranteed and priced as part of the Booking.

11.5 Activities and Experiences

Activities may have capacity, health, age, safety, weather and timing restrictions. Refund or rescheduling rights for provider safety cancellations follow the relevant Service-Specific Terms and mandatory law.

11.6 Medical, Wellness, Childcare and Professional Services

Appointment-based services may have provider cancellation or call-out rules. Clinical, childcare or professional suitability issues are assessed under the applicable provider terms and law. AllInDubai does not itself make clinical, immigration, banking, investment or legal determinations.

12. Partial Use, Early Termination and Unused Portions

Where the Customer voluntarily leaves, stops or does not use part of a Service after performance has begun, the unused portion is not automatically refundable. Any refund or credit depends on the Service-Specific Terms and mandatory law.

If a Service is ended by the Service Provider because of the Customer’s unlawful, abusive, unsafe or materially non-compliant conduct, refund entitlement will be determined by the applicable Booking terms and law.

13. Refund Method and Processing Time

Approved refunds will ordinarily be returned to the original payment method used for the Booking. AllInDubai may request additional verification where reasonably required for fraud prevention, payment security or legal compliance.

AllInDubai will initiate an approved refund within the operational timeframe communicated to the Customer. The date on which the funds actually appear in the Customer’s account depends on the acquiring bank, issuing bank, card scheme and payment processor and may be outside AllInDubai’s direct control.

Where a payment was made in a currency other than AED, the Customer’s bank or card issuer may apply its own exchange rate, conversion fee or cross-border charge. Unless required by law or caused by an AllInDubai billing error, AllInDubai is not responsible for differences created solely by the Customer’s bank or card issuer when processing the original payment or refund.

14. Refund Amount and Deductions

The amount refunded will be the amount legally and contractually refundable for the affected Booking. AllInDubai will not deduct an undisclosed fee from a refund.

Any non-refundable third-party charge, processing charge or other deduction may only be retained where it was clearly disclosed before payment, forms part of the applicable Booking terms and is permitted by law. Security deposits and post-service charges are handled according to the relevant Service-Specific Terms and are separate from the Service price unless expressly stated otherwise.

15. Credits and Vouchers

AllInDubai may, but is not required to, offer a credit or voucher instead of a cash refund where the Customer voluntarily agrees to that arrangement. Where the Customer has a mandatory legal right to a monetary refund, a credit or voucher will not replace that right without the Customer’s valid agreement.

Any credit or voucher will be subject to the validity period and conditions stated when issued.

16. Chargebacks and Payment Disputes

Customers should contact AllInDubai promptly if they believe a charge or refund is incorrect so that the matter can be investigated. Initiating a chargeback does not by itself cancel a Booking or create a refund right.

Where a chargeback, fraud claim or payment dispute is materially false, abusive or inconsistent with a Service actually supplied as agreed, AllInDubai may provide Booking records, acceptance logs, communications, payment records and evidence of Service performance to the relevant payment provider and may seek recovery of validly outstanding sums and reasonable costs where permitted by law.

This section does not restrict a Customer’s lawful right to dispute an unauthorized, duplicate or incorrect transaction.

17. Complaints and Evidence

A refund complaint should be submitted as soon as reasonably possible through the customer-support channels displayed on the Website or Booking Confirmation. Customers should include the Booking reference, description of the issue and relevant supporting evidence.

AllInDubai may contact the Service Provider and review payment records, Booking records, correspondence, check-in data, photographs, GPS/timestamp records or other lawful evidence relevant to the complaint. The existence of a complaint does not automatically suspend payment obligations or create a refund entitlement.

18. Mandatory Consumer Rights

This Policy is intended to allocate cancellation and refund rights clearly, not to exclude any consumer right or remedy that cannot lawfully be excluded under UAE law. Where applicable law gives the Customer a stronger right than this Policy or the Service-Specific Terms, the mandatory legal right will prevail to the extent required.

19. Policy Changes

AllInDubai may update this Policy from time to time. The version applicable to a Booking is the version made available to the Customer when the Booking is made, unless a change is required by law or expressly agreed by the parties. Material changes will not be applied retroactively to remove accrued mandatory rights.

20. Governing Law and Jurisdiction

This Policy is governed by the federal laws of the United Arab Emirates and the laws applicable in the Emirate of Ajman, without prejudice to any mandatory consumer-protection or jurisdictional rule that applies to a particular Customer or transaction.

Subject to any mandatory dispute-resolution or consumer-jurisdiction rule, the competent courts of Ajman, United Arab Emirates, shall have jurisdiction over disputes arising from or relating to this Policy or a Booking.

21. Company and Contact Information

AllInDubai is operated by All In Concierge Services FZE LLC, Free Zone Entity - FZE LLC, Licence / Registration No. 2621219432888, registered address CWS-1V-228138, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates. Website: https://allindubai.net/. Customer support and complaints should be directed to the current email address, telephone/WhatsApp number and support channels published on the Website and/or Booking Confirmation.

Last updated: September 2026.

 

INTERNAL IMPLEMENTATION APPENDIX

Not for publication on the customer-facing Cancellation & Refund Policy page.

A. Required operational controls before launch

• Every product/service must have a customer-facing cancellation rule mapped to the exact supplier rule before payment can be taken.

• Checkout must display the applicable cancellation rule before payment and require an unticked acceptance checkbox linking to this Policy and the Terms & Conditions.

• Store the exact cancellation text/version shown to the Customer, Booking ID, timestamp, customer identifier and acceptance log.

• For bookings subject to supplier confirmation, display “Subject to final supplier confirmation” until a Booking Confirmation is issued.

• Do not advertise a booking as refundable, flexible or free-cancellation unless the back-end supplier terms support that promise.

• If a supplier changes its cancellation policy, update the customer-facing product before accepting new bookings; do not retroactively change existing confirmed Bookings.

• Customer-service staff must not promise refunds, credits or rescheduling contrary to the applicable Booking terms without authorized approval.

• All cancellation requests should be captured in a timestamped support system or other durable record.

• Refunds should be initiated to the original payment method unless a lawful, documented exception applies.

• For disputes, retain booking confirmations, supplier confirmations, customer acceptance logs, service evidence and relevant communications.

• Publish a current customer-support/complaints email and WhatsApp/telephone channel and add them to Booking Confirmations.

• Have the final English master professionally reviewed/translated into Arabic where required for publication and compliance.

B. Legal framework considered in drafting

This draft was prepared with reference to the UAE consumer-protection framework available in September 2026, including Federal Law No. 15 of 2020 on Consumer Protection, Cabinet Decision No. 66 of 2023 concerning its Executive Regulation, and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means. The UAE consumer-protection regime applies to goods and services in the UAE, including free zones and e-commerce where the supplier is registered in the UAE. The Executive Regulation also provides remedies for defective or incorrectly performed services, including re-performance and, in specified circumstances, refund rights.

This is a commercial drafting document and is not a substitute for advice from UAE-qualified legal counsel on AllInDubai’s exact licensing, tax, payment-provider, regulated-service and consumer-law obligations.