At Aura Skypool Dubai, we aim to provide exceptional infinity pool experiences. We understand that plans can change, which is why we have established this Refund Policy to outline how cancellations, modifications, and refunds are handled.
This Refund Policy applies to all bookings made through our website auraskypooldubai.com, by phone, or by email.
Our standard cancellation policy is as follows:
| Time of Cancellation | Refund Amount |
|---|---|
| 48 hours or more before scheduled experience | 100% refund |
| 24-48 hours before scheduled experience | 50% refund |
| Less than 24 hours before scheduled experience | No refund |
| No-show | No refund |
Please note that the time of cancellation is determined based on the local time in Dubai (Gulf Standard Time, GST).
For Premium and VIP experiences, including but not limited to the "VIP Cabana Pool Experience," the following cancellation policy applies:
| Time of Cancellation | Refund Amount |
|---|---|
| 72 hours or more before scheduled experience | 100% refund |
| 48-72 hours before scheduled experience | 75% refund |
| 24-48 hours before scheduled experience | 25% refund |
| Less than 24 hours before scheduled experience | No refund |
| No-show | No refund |
Due to the exclusive nature of our Premium and VIP experiences and the limited availability, we maintain a stricter cancellation policy to ensure fair access to all guests.
For group bookings (5 or more people) and special events, the following cancellation policy applies:
| Time of Cancellation | Refund Amount |
|---|---|
| 7 days or more before scheduled experience | 100% refund |
| 3-7 days before scheduled experience | 50% refund |
| Less than 3 days before scheduled experience | No refund |
| No-show | No refund |
For customized group events and private bookings, specific cancellation terms will be provided at the time of booking.
In the event of adverse weather conditions that may affect the safety or enjoyment of the experience (such as thunderstorms, strong winds, or other unsafe conditions), we reserve the right to reschedule your booking or offer an alternative experience.
If we cancel your booking due to adverse weather conditions, you will be offered one of the following options:
In the event of cancellation due to circumstances beyond our reasonable control (Force Majeure), including but not limited to acts of God, governmental actions, war, national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, pandemic, lock-outs, strikes or other labor disputes, we will offer you the option to:
To cancel a booking, you must notify us through one of the following methods:
Cancellations are not considered valid until you receive a confirmation from us. If you do not receive a confirmation within 24 hours, please contact us to ensure your cancellation request has been received.
Upon receiving your cancellation request, we will send you an email confirming the cancellation and providing information about any applicable refund.
Refunds will be processed using the same payment method used for the original purchase. For example, if you paid by credit card, the refund will be credited back to the same credit card.
We will process refunds within 5-7 business days from the date of cancellation confirmation. However, depending on your payment provider, it may take an additional 3-10 business days for the refund to appear in your account.
Once a refund has been processed, we will send you an email confirmation with the refund details.
In cases where only a partial refund is applicable (based on the cancellation timeframe), the refund amount will be calculated based on the percentages outlined in sections 2, 3, and 4 of this policy.
If you need to reschedule your experience, the following conditions apply:
If you need to reduce the number of guests in your booking:
If you need to increase the number of guests in your booking, this is subject to availability and must be confirmed with us in advance.
If you wish to upgrade your experience or change to a different type of experience, this will be treated as a modification rather than a cancellation, provided the date remains the same. You will only be charged the difference in price if applicable.
The following items are non-refundable under any circumstances:
We understand that special circumstances may arise that are beyond your control. In cases of serious illness, bereavement, or other exceptional situations, we may offer more flexible refund terms at our discretion. Supporting documentation may be required.
Please contact our customer service team as soon as possible if you need to cancel due to special circumstances.
Gift cards purchased from Aura Skypool Dubai:
Promotional vouchers or discount codes:
If you have any questions about our Refund Policy, please contact us at:
Aura Skypool Dubai
5 Ross Manors
Port Tonyhaven, AB22 8ZW
United Arab Emirates
Email: [email protected]
Phone: +447116902807
Our customer service team is available from 9:00 AM to 6:00 PM (GST), 7 days a week.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on the Website. Your continued use of our services after any changes indicates your acceptance of the updated Refund Policy.
The refund policy that was in effect at the time of your booking will apply to that specific booking.