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Terms and Conditions

Welcome to Destinova.ae, operated by Destinova Travel Agency FZ-LLC, a travel agency established and operating in the United Arab Emirates (UAE).

By accessing, browsing, or using this Website, or by making a booking through our Website, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.

1. Scope of Services

Destinova Travel Agency FZ-LLC provides online travel-related services, including but not limited to:

  • Tour packages
  • Attraction and activity bookings
  • Airport and private transfer services
  • Travel insurance

All services are subject to availability and confirmation.

2. Eligibility

You must be at least 18 years of age and legally capable of entering into binding contracts to use our Website and make bookings.

By placing a booking, you confirm that all information provided is accurate, complete, and belongs to you or that you are authorized to act on behalf of the travellers.

3. Booking Confirmation

A booking is considered confirmed only after:

  • Full or applicable payment has been successfully received;
  • Required documentation has been submitted (where applicable); and
  • A confirmation has been issued by the Company via email or another official communication channel.

Submitting a booking request does not guarantee confirmation.

4. Pricing and Payments

Prices on our website includes applicable taxes and service charges.

Payments must be made using the payment methods accepted on the Website.

The Company reserves the right to cancel any booking if payment cannot be successfully processed.

5. Customer Responsibilities

The customer is solely responsible for:

  • Providing accurate personal and travel information.
  • Ensuring that all travellers possess valid passports or any other required travel documents.
  • Reviewing booking details immediately upon receipt and notifying us of any discrepancies.

The Company shall not be responsible for losses arising from incorrect or incomplete information supplied by the customer.

6. Third-Party Suppliers

The Company acts as an intermediary between customers and independent service providers, including but not limited to hotels, transportation providers, attraction operators, insurance providers, and other travel suppliers.

The Company shall not be liable for:

  • Delays
  • Cancellations
  • Operational changes
  • Service interruptions
  • Accidents
  • Acts or omissions of third-party suppliers

Such services remain subject to the terms and conditions of the respective providers.

7. Amendments and Cancellations

Requests for amendments or cancellations are subject to availability, supplier policies, and applicable charges.

The Company cannot guarantee that requested modifications will be possible.

Approved amendments or cancellations may incur administrative fees in addition to supplier-imposed charges.

8. Refund & Cancellation Policy

8.1 General Policy

Destinova Travel Agency FZ LLC acts as an online travel service provider and facilitator for various travel-related services, including but not limited to tour packages, attraction tickets, transfer services, travel insurance, and other travel services offered through our website, Destinova.ae. All bookings are subject to the cancellation, amendment, and refund policies of the respective operators, insurers, or service providers.

By confirming a booking, you acknowledge and agree to the applicable cancellation and refund conditions set forth below, together with any supplier-specific terms provided at the time of booking.

8.2 Cancellation Requests

All cancellation requests must be submitted in writing through our official customer support emails. A cancellation request shall be considered effective only after it has been acknowledged by Destinova Travel Agency FZ LLC.

The time at which the cancellation request is received will determine the applicable cancellation charges.

8.3 Refund Eligibility

Refund eligibility depends on the type of service purchased, (in case of attraction bookings) operator cancellation policy, and the timing of the cancellation request depends on the booked service:

  • Certain services may qualify for a full or partial refund if cancelled within the permitted cancellation period.
  • Some services may incur cancellation charges.
  • Certain bookings, including promotional offers, discounted products, special events, holiday packages, customized services, attraction tickets, and selected insurance products, may be non-refundable immediately upon confirmation.
  • No refunds will be provided for no-shows, late arrivals, missed departures, partially utilized services, unused tickets, or voluntarily unused portions of any booked service.

8.4 Service-Specific Conditions

Different travel products may have different cancellation deadlines and refund conditions. Examples include, but are not limited to:

  • Tour packages may permit cancellation before the specified deadline, after which cancellation charges or full cancellation fees may apply.
  • Attraction tickets are generally non-refundable and non-cancellable once confirmed unless otherwise stated by the attraction operator.
  • Transfer services may be cancelled without charge only if cancelled within the permitted cancellation period specified at the time of booking.
  • Travel insurance products are generally non-refundable once issued unless cancellation is specifically permitted by the insurer under the applicable policy terms.

8.5 Amendments

Requests to change travel dates, passenger details, pickup times, destinations, or other booking information are subject to approval, operational availability, and applicable charges.

Destinova Travel Agency FZ LLC cannot guarantee that amendment requests can be accommodated.

8.6 Operator Cancellations

If a booked service is cancelled by the operator due to weather conditions, operational reasons, safety concerns, government restrictions, technical issues, force majeure, or other circumstances beyond our reasonable control, guests may be offered one of the following, subject to the supplier's policy:

  • Rescheduling;
  • An alternative service;
  • Travel credit;
  • Or a full or partial refund.

The remedy offered shall be determined by the applicable operator.

8.7 Non-Refundable Charges

Unless otherwise required by law, the following charges are generally non-refundable:

  • Payment gateway charges;
  • International Transaction charges;
  • Insurance issuance fees; and
  • Any third-party fees already incurred.

8.8 Refund Processing

Approved refunds will be issued using the original payment method whenever possible.

Refund processing generally takes 7–14 business days after approval. However, the actual credit may take longer depending on the customer's bank, card issuer, payment provider, or financial institution.

Destinova Travel Agency FZ LLC shall not be responsible for delays caused by banks, payment gateways, or other third parties.

8.9 Force Majeure

No refund, compensation, or liability shall arise where services are affected by circumstances beyond the reasonable control of Destinova Travel Agency FZ LLC or its operators, including but not limited to:

  • Natural disasters;
  • Severe weather;
  • Pandemics;
  • Epidemics;
  • War;
  • Strikes;
  • Government restrictions;
  • Airport closures;
  • Transportation disruptions; or
  • Any other force majeure event.

Any refund or alternative arrangement shall remain subject to the operator's policy.

8.10 Right to Modify

Destinova Travel Agency FZ LLC reserves the right to amend or update this Refund & Cancellation Policy at any time without prior notice. The version published on Destinova.ae at the time of booking shall apply unless otherwise required by applicable law.

9. Force Majeure

The Company shall not be liable for delays, cancellations, losses, or failure to perform its obligations due to circumstances beyond its reasonable control, including but not limited to:

  • Natural disasters
  • Severe weather conditions
  • Government actions
  • Border closures
  • Pandemics
  • Epidemics
  • Civil disturbances
  • Airline operational issues
  • Technical failures

10. Website Content

All content on this Website, including text, graphics, logos, software, and design elements, is owned by the Company and is protected under applicable intellectual property laws.

No content may be copied, reproduced, modified, distributed, or commercially exploited without prior written permission.

11. Limitation of Liability

To the maximum extent permitted under UAE law, the Company's liability shall be limited to the amount paid by the customer for the specific booking giving rise to the claim.

The Company shall not be liable for indirect, incidental, consequential, punitive, or special damages, including but not limited to:

  • Loss of profits
  • Loss of business opportunities
  • Travel interruptions
  • Missed connections
  • Personal inconvenience

12. Indemnification

You agree to indemnify and hold harmless the Company, its directors, employees, affiliates, and partners from any claims, liabilities, losses, damages, costs, or expenses arising from:

  • Your use of the Website;
  • Your breach of these Terms and Conditions; or
  • Your violation of any applicable laws or third-party rights.

13. Accuracy of Information

The Company makes reasonable efforts to ensure that information published on the Website is accurate and up to date.

However, errors relating to pricing, availability, descriptions, images, or other content may occur.

The Company reserves the right to correct such errors without prior notice.

14. Suspension of Services

The Company reserves the right to suspend, modify, discontinue, or restrict any part of the Website or its services at any time without prior notice where necessary for operational, legal, technical, or security reasons.

15. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the United Arab Emirates.

Any dispute arising from these Terms or the use of this Website shall be subject to the exclusive jurisdiction of the competent courts of the United Arab Emirates.

16. Amendments to the Terms

The Company reserves the right to update, revise, or modify these Terms and Conditions at any time.

Any changes shall become effective immediately upon publication on the Website unless otherwise stated.

Continued use of the Website after such updates constitutes acceptance of the revised Terms.

17. Contact Information

If you have any questions regarding these Terms and Conditions, please contact us through the contact information provided on the Website.

Tour Packages

  • All tours and activities are subject to availability at the time of booking.
  • Full payment or a specified deposit may be required to confirm the booking.
  • Guests must carry a valid passport or any other document for identification when required.
  • Pick-up and drop-off timings are subject to traffic, weather, and operational conditions.
  • Tour itineraries may be modified or cancelled due to unforeseen circumstances, government regulations, or adverse weather conditions.
  • Certain attractions may have age, height, health, or safety restrictions. Our team will inform you about any such restrictions while booking the services. Guests are responsible for ensuring they meet the participation requirements.
  • Any unused services included in the package are non-refundable and non-transferable.
  • Guests are responsible for arriving at the designated pick-up location on time. Missed tours due to late arrival may be treated as a no-show.
  • Attraction operating hours and availability may change by the operator without prior notice.
  • Travel insurance is recommended and may be purchased separately.
  • The company shall not be held liable for delays, injuries, losses, damages, or expenses arising from circumstances beyond its control.

Tour Packages Cancellation Policy

  • Cancellations made more than 72 hours before the scheduled tour may be eligible for a full refund (after deduction of gateway fee 6%) Or subject to approval.
  • Cancellations made between 48 and 72 hours before the tour may incur cancellation charges 40% of the total amount paid or subject to approval.
  • Cancellations made less than 48 hours before the tour are generally non-refundable.
  • No refunds will be provided for no-shows, late arrivals, or partially utilized services.
  • Certain attractions, special events, holiday packages, and promotional offers may be non-refundable upon confirmation.
  • Refunds, where applicable, will be processed using the original payment method.
  • Processing times for refunds may vary depending on the payment provider, card service provider and banking institution. However, it usually takes 7 to 14 working days to get the amount back to the source of payment.
  • Any amendment requests are subject to availability and may incur additional charges.
  • In the event of cancellation by the operator due to weather, safety concerns, or operational reasons, guests may be offered an alternative date, alternative activity, or refund where applicable.

Attractions

  • All attraction and activity bookings are subject to availability at the time of confirmation.
  • Full payment is required to confirm the booking.
  • In case of non-availability of any service booking, full refund will be applicable.
  • Tickets are valid only for the date and time selected at the time of booking.
  • Guests must carry a valid photo ID or passport copy if requested by the attraction. Our team will inform you prior if any such requirement will be at the time of entry.
  • Entry is subject to the rules, regulations, and operating policies of the respective attraction.
  • Opening hours, shows, rides, and attractions may change without prior notice due to operational requirements, weather conditions, maintenance, or government regulations.
  • Certain rides, activities, or experiences may have age, height, weight, or health restrictions. At the time of booking, our team will inform you if there any such restrictions.
  • Guests are responsible for arriving at the attraction on time. Late arrivals may result in denied entry without refund.
  • Tickets cannot be exchanged, transferred, resold, or redeemed for cash.
  • The attraction operator reserves the right to refuse entry or remove guests for inappropriate behaviour, safety concerns, or violation of venue rules.
  • No refunds or compensation will be provided for unused services, missed attractions, or voluntary changes by the guest.
  • Any special requests are subject to availability and cannot be guaranteed.
  • Transportation services, if booked separately, are subject to traffic conditions and operational schedules.
  • The company acts as an intermediary between guests and attraction operators and shall not be held liable for any injury, loss, damage, delay, or service interruption caused by third-party suppliers.
  • By confirming a booking, guests acknowledge and accept these terms and conditions.

Attractions Booking Cancellation & Refund Policy

  • Once confirmed, attraction tickets are generally non-refundable and non-cancellable.
  • No refund will be provided for no-shows, late arrivals, or unused tickets.
  • Date changes or amendments may be permitted only if allowed by the attraction operator and requested at least 48–72 hours before the scheduled visit.
  • Any approved amendment may be subject to availability and additional charges.
  • Tickets issued under promotional offers, special events, peak seasons, public holidays, or discounted rates are strictly non-refundable and non-amendable.
  • In the event of attraction closure due to weather conditions, technical issues, government directives, or force majeure circumstances, refunds or rescheduling will be subject to the attraction operator's policy.
  • Processing fees, transaction charges, bank fees, and service fees are non-refundable.
  • Refunds, where applicable, will be processed through the original payment method and may take 7–14 business days, depending on the bank or payment provider.
  • If a booking is cancelled by the attraction operator, guests may be offered an alternative date, credit note, or refund as per the operator's policy.
  • Any refund decision remains at the sole discretion of the attraction operator and applicable terms.

Transfer Service

  • All transfer bookings are subject to vehicle availability and confirmation.
  • Full payment or the agreed deposit must be received prior to service confirmation.
  • Guests must provide accurate pickup and drop-off details, including flight information (if applicable).
  • Any changes to the booking must be requested in advance and are subject to availability.
  • Pickup and drop-off timings are based on the details provided by the guest at the time of booking.
  • Drivers will wait at the designated pickup location for the complimentary waiting period specified in the booking confirmation.
  • Additional waiting time beyond the complimentary period may incur extra charges.
  • Guests are responsible for ensuring they have all necessary travel documents and identification.
  • Vehicle type is subject to availability. A similar or upgraded vehicle may be provided if necessary.
  • The company reserves the right to substitute vehicles due to operational requirements or unforeseen circumstances.
  • Guests must comply with UAE traffic laws and safety regulations, including the use of seat belts.
  • Smoking, consumption of alcohol, and carrying prohibited items inside the vehicle are strictly prohibited.
  • Any damage caused to the vehicle by passengers may result in additional charges.
  • Child seats can be provided upon request and are subject to availability.
  • The company is not responsible for delays caused by traffic congestion, road closures, weather conditions, accidents, or other circumstances beyond its control.
  • Luggage allowance is subject to the capacity of the vehicle booked. Excess luggage may require a larger vehicle and additional charges.
  • The company acts as a transportation service provider and shall not be liable for missed flights, appointments, tours, or events resulting from factors beyond its reasonable control.

Transfer Service Booking Cancellation & Refund Policy

  • Cancellations made at least 48 hours before the scheduled pickup time are eligible for a full refund (after deduction of gateway fee 6%) or subject to approval.
  • Cancellations made less than 48 hours before the scheduled pickup time may incur a cancellation charge of up to 50% to 100% of the booking value or subject to approval.
  • No refund will be provided for no-shows or if the guest is unavailable at the designated pickup location after the applicable waiting period.
  • Refunds will not be provided for unused portions of the transfer service.
  • Date and time changes are subject to availability and may incur additional charges.
  • Last-minute amendments requested within 24 hours of the scheduled transfer may not be accommodated.
  • Airport transfer bookings may be amended without charge if flight delays are communicated in advance and the service can be rescheduled accordingly.
  • Any approved refunds will be processed through the original payment method and may take 7–14 business days, depending on the bank or payment provider.
  • Transaction fees, processing charges, and service fees may be non-refundable.
  • In the event that the company is unable to provide the confirmed service, guests will be offered an alternative vehicle, rescheduled transfer, or a full refund.
  • Special event transfers, peak season bookings, and customized transportation services may be subject to separate cancellation terms specified at the time of booking.

Travel Insurance

  • Travel insurance coverage is subject to the terms, conditions, exclusions, and limits specified in the issued policy document.
  • The policy becomes effective only after successful payment and issuance of the insurance certificate.
  • Policyholders are responsible for reviewing the policy details and ensuring that all information provided is accurate and complete.
  • Coverage is available only for the insured persons named in the policy certificate.
  • The policy covers only the risks, destinations, and travel periods specified in the insurance schedule.
  • Any pre-existing medical condition may be excluded from coverage unless specifically covered under the policy terms.
  • Claims arising from fraud, misrepresentation, or the submission of false information will be rejected.
  • The policyholder must take all reasonable precautions to avoid loss, injury, illness, or damage during the trip.
  • Coverage may not apply to incidents resulting from illegal activities, reckless behaviour, intoxication, or violation of local laws.
  • Adventure sports, hazardous activities, or high-risk occupations may not be covered unless specifically stated in the policy.
  • The insurer reserves the right to request additional documentation to assess and process any claim.
  • The policyholder must notify the insurer or emergency assistance provider as soon as reasonably possible following an incident that may lead to a claim.
  • All claims are subject to verification and approval in accordance with the policy terms and applicable regulations.
  • The policy is governed by the applicable laws and regulations of the United Arab Emirates and the issuing insurer.

Travel Insurance Cancellation & Refund Policy

  • Kindly note that this Travel Health Insurance Plan is a non-refundable plan, and coverage dates are non-changeable once purchased.
  • Cancellation requests must be submitted in writing along with the policy details.
  • No refund will be provided if the travel insurance policy has already commenced, been utilized, or if a claim has been made under the policy.
  • Refund eligibility is subject to confirmation that no travel has occurred and no claim has been reported.
  • Administrative, processing, and transaction fees may be deducted from any approved refund amount.
  • Any amendment or cancellation requested after policy issuance may be subject to additional charges.
  • Refunds, where approved, will be processed through the original payment method and may take 7–14 business days depending on banking procedures.
  • Special promotional, discounted, or non-refundable insurance products are not eligible for cancellation or refund.
  • The insurer reserves the right to refuse cancellation requests that do not meet the applicable policy conditions.

By using this Website and booking our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.