Refund & Cancellation Policy

1. Museum Tickets — Cancellation & Refunds

We understand that travel plans can change. Our museum ticket refund policy is designed to be fair and straightforward:

• More than 48 hours before your visit date: Full refund to your original payment method. No cancellation fee.
• 24–48 hours before your visit date: 50% refund to your original payment method.
• Less than 24 hours before your visit date: No refund. Tickets may be transferred to another person travelling on the same date at no charge — please contact us.
• No-show (failure to attend without notice): No refund.

All refund requests must be submitted in writing by email to [email protected], stating your booking reference number and the reason for cancellation. We will acknowledge your request within 4 business hours and process eligible refunds within 5–10 business days, depending on your bank or card issuer.

2. Date Changes (Rescheduling)

We offer free date changes for museum tickets subject to the following conditions:

• Date change requests must be made more than 48 hours before your original visit date.
• The new date must be within 90 days of the original booking date.
• The new date must have availability at the same ticket level and price. If the new date has a higher price, you will be charged the difference. If lower, we will refund the difference.
• Each booking may be rescheduled a maximum of two times.

3. Guided Tours — Cancellation & Refunds

Guided tours involve specific resource commitments (guide scheduling, transport, permits) and are therefore subject to slightly different terms:

• More than 7 days before the tour date: Full refund, no cancellation fee.
• 3–7 days before the tour date: 75% refund (25% cancellation fee to cover guide and logistical commitments).
• 48 hours to 3 days before the tour date: 50% refund.
• Less than 48 hours before the tour date: No refund, except in cases of force majeure (see Section 6).

4. VIP Experiences — Cancellation & Refunds

VIP experiences require significant advance preparation and resource allocation. The following terms apply:

• More than 14 days before the experience date: Full refund less a 10% administrative fee.
• 7–14 days before the experience date: 50% refund.
• Less than 7 days before the experience date: No refund. The deposit (typically 50% of the total price) is non-refundable in all circumstances once paid.

5. Audio Guides — Refund Policy

Audio guide files are digital products delivered immediately upon purchase. Due to the nature of digital downloads, audio guides are generally non-refundable once downloaded. Exceptions apply in the following cases:

• The file is corrupted or unplayable due to a technical error on our part — we will provide a replacement file or full refund.
• The guide was purchased in error (wrong guide selected) and not yet downloaded — we will issue a refund and apply a store credit for the correct guide.

Refund requests for audio guides must be made within 48 hours of purchase. Contact [email protected] with your order reference.

6. Museum or Site Closures — Force Majeure

In the event that a museum or site is unexpectedly closed on your visit date due to reasons beyond our control — including but not limited to government directives, public health emergencies, weather events, security incidents, or essential maintenance by the venue — we will offer you the choice of: (a) a full refund to your original payment method; or (b) a free reschedule to any available date within 12 months of the original booking, with no price difference charged or refunded.

Grand Museum is not liable for losses arising from museum or site closures beyond our control, including travel costs, accommodation, or other consequential expenses. We strongly recommend purchasing comprehensive travel insurance that covers cultural activity cancellations.

7. How to Request a Refund

To request a refund or cancellation, please contact us by email at [email protected] with the subject line "Cancellation Request — [Your Booking Reference]". Include your full name, booking reference number, email address used for booking, reason for cancellation, and your preferred refund method (original payment method or store credit).

We will acknowledge your request within 4 business hours (Sunday–Thursday, 9:00 AM–7:00 PM GST) and process eligible refunds within 5–10 business days. Refunds are issued to the original payment method only; we cannot issue refunds to a different card or account.

8. Contact

For any questions about our refund policy, please contact us at [email protected] or call +971 4 388 0921 during office hours.