Payment, Refund & Cancellation Policies

Booking Process, Payment, Cancellation, Amendment, Refund:

These Booking Conditions, together with our privacy policy, our terms & conditions and any other written information we brought to your attention before we confirmed your booking, set out the details of your booking with WORLD WELLBEING TOURISM L.L.C, a company registered in U.A.E under company registration number 1483585 – WORLD WELLBEING TOURISM L.L.C  (“we” or “us”).

Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

  1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
  2. He/she consents to our use of information in accordance with our Privacy Policy and our Terms & Conditions;
  3. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.  Please note that minimum age may be required for spa programs – please contact us for further information.

 

1. Booking Process

When you make a booking, you confirm that you have the authority to accept and do accept these conditions on your behalf and on behalf of all members of your party and further if you are making a booking for more than one person, that you are responsible for all payments due from each and every member of your party. It is your responsibility to ensure that any information which you give us is accurate and that information which is given to you by us is passed on to all members of your party.

When you make your booking you must pay the relevant deposit as specified at the time of booking. No contract will come into existence until we accept your booking and we receive your deposit or full payment in cleared funds and issue you with a confirmation invoice on behalf of ourselves.

Once the payment is made, the confirmation notice will be sent to the client via email within 24 hours of receipt of payment.

Please check that all names, dates, and timings are correct on receipt of all documents and advise us of any errors immediately, as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document immediately. Please ensure that the names given are the same as in the relevant passport.

The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.

2. Special Requests

If you have any special requests please let us know at the time of booking. We will pass on all such requests to the supplier/representatives but we do not guarantee that they will be met and we will have no liability to you if they are not.

3. Insurance

Adequate travel insurance is a condition of booking with us. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

Our company is not responsible for any customer with Covid-19 positive test after buying our services on a medical and travel levels.

 4. Accommodation Ratings and Standards

Accommodation ratings are displayed as provided by the supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied.

Safety standards in some countries may differ from those applicable in the U.A.E. We strongly advise that all customers seek to minimize their exposure to injury by familiarizing themselves with relevant safety information.

5. Medical Conditions

If you have any medical condition, disability, or special requirements that may affect your holiday/retreat, you will need to inform us before you confirm your booking, as we are able to make inquiries of the supplier about the suitability of arrangements for you and provide replies prior to booking.

6. Behaviour

Please be aware that our booking conditions will normally state that your holiday arrangements can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. We will also often require you to pay for any damage you cause to the accommodation or services in the resort. We are under no obligation to you if any event such as this occurs. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct.

7. Delivery of Documents

For call center bookings, all documents (e.g. invoices/vouchers) will be sent to you approximately 10 days before departure by email. If tickets or other documents need to be reissued all costs must be paid by you. Airline tickets may only be issued as e-tickets and you may only receive a receipt or itinerary.

For website bookings, full travel documentation will be sent by email within ten working days from the date of confirmation.

8. Passports, Visas, and Health

We can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel. Your specific passport and visa requirements, and other immigration requirements, are your responsibility and you should confirm these with the relevant Embassies and/or Consulates prior to travel. Neither we nor the supplier accepts any responsibility if you cannot travel because you have not complied with any passport, visa, or immigration requirements.

We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. It is your responsibility to read and follow up-to-date travel advice obtained from Dubai Health Authority.

9. Final Travel Arrangements

Please ensure that all your travel, passport, visa, and insurance documents are in order and that you arrive in plenty of time for checking in at the airport, ferry port, or train station. It may be necessary to reconfirm your flight with the airline prior to departure, please check with your airline. You should take note of any reference number or contact name when reconfirming. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.

10. Complaint & Liability

(i) if you face a problem during your holiday/retreat with us, please inform us immediately by contacting us on the numbers listed on our website. It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay whilst in the hotel/resort. Not only may prompt action to enable you to enjoy your holiday, but it is also a legal requirement, the omission of which can substantially affect your rights against us. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.

However, should a problem remain unresolved locally, a complaint should be made in writing to our office manager within 5 days of your return home giving your booking reference and all other relevant information.

(ii) We accept responsibility for ensuring that your travel arrangements, which you booked with us are supplied as described in our printed material and the services offered to reach a reasonable standard. If any part is not provided as promised, we will pay you the appropriate compensation if this has affected the enjoyment of your travel arrangements. Any activities or travel arrangements not included within the pre-booked and paid for itinerary are undertaken entirely at the client’s own risk.

(iii) In respect of the services provided by air or sea carriers, our liability in all cases shall be limited in the manner provided by international conventions and conditions of carriage of our suppliers. Copies of these conventions and, conditions of carriage are available on request. Operational decisions may be taken by air or sea carriers and, airports and ferry terminals resulting in delays, diversions, or rescheduling, over which our company has no control. When such changes are made, our company will endeavor to minimize any inconvenience.

(iv) Our company price policy

We endeavor to ensure that all of the information and prices both on our website and in our brochures are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before you commit yourself and your booking is confirmed.

 

We reserve the right to vary prices and rates in the event of changes in exchange rates or price rises made by wholesalers or other suppliers. If the cost of any service increases due to exchange rate fluctuations, price increases, tax changes, or any other reason, you are required to pay the increase when notified by us or you may cancel the booking which may result in cancellation fees. We are not liable in any way if any increase occurs. Rates quoted are appropriate to the particular product at the time of quoting and these rates may change prior to the travel date. All prices are subject to availability and can be withdrawn or varied without notice.

All quotations are subject to the availability of services quoted and are not guaranteed until the booking is confirmed and full payment is received.

(v)Change of itinerary after the holiday has commenced

Any alteration or cancellation of services after your holiday has commenced can incur penalties. There is no refund for unused services

11. Law and Jurisdiction

These terms and conditions are governed by U.A.E law and any dispute arising between the parties is subject to the exclusive jurisdiction of the courts of U.A.E.

12. Conditions of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

13. Payment

For bookings through all our booking channels, full payment is required at the time of booking.

Payments can be made using Visa, MasterCard, PayPal. If you wish to pay by cheque or bank transfer, we also need a valid credit/debit card to guarantee your booking. If we do not receive your cheque or bank payment within 4 days of confirming your booking, or in case the cheque is dishonored by the bank, we reserve the right to charge your credit/debit card for the appropriate amount in addition to an administrative fee of AED 200.00.

(i) Payment Processing:

  • All rates are quoted in AED, or as otherwise indicated.
  • By providing your credit card details and accepting our Terms & Conditions, you authorize World Wellbeing Tourism L.L.C to arrange for funds to be debited from your nominated credit card, in accordance with the terms & conditions of the Direct Debit Request Service Agreement as amended from time to time.
  • Your bank or credit card provider may apply currency conversion fees.

 

(ii) Card fees:

  • Please note that a card fee will be applied automatically to credit card payment amounts 50%- MasterCard, Visa, and PayPal. This fee covers a range of costs associated with processing bookings paid for by credit card including the merchant fees of the various credit card companies, payment processing costs, administration costs, the cost of maintaining IT systems used for payment security to minimize credit card fraud, credit card chargebacks and associated fees.
  • Credit card chargeback fees: Any fees charged to World Wellbeing Tourism L.L.C by our credit card payment provider arising from a chargeback or a disputed charge on the cardholder’s credit card will be charged to the cardholder. This fee is non-refundable.

 

  1. Amendments and Cancellation Terms & Conditions

(i) Amendments

We will make every effort to assist you if you wish to alter your arrangements. Requests for an amendment must be in writing, signed by the signatory of the booking form. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Amendments can only be accepted in accordance with our terms and conditions of your specific arrangements. We will charge the amendment charges shown in the booking conditions. If we are successful in making your requested amendment then you must pay an extra amendment charge of AED 300.00 per booking. If we are not successful then there will be no charge.

(ii) Cancellations

All cancellations must be advised in writing, signed by the signatory of the booking form. Cancellations are effective on the day that they are received by the company. Recorded delivery is strongly recommended. Cancellations can only be accepted in accordance with our terms and conditions of your arrangements (which may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure).

The following cancellation charges will be payable, depending on the number of days prior to departure the Company receives your notice of cancellation.

Days prior to departure date when written advice of cancellation received Percentage of total holiday cost
More than 70 days File fees – communicated to you at time of booking
70 to 31 days 50% of total holiday cost
30 to 0 days 100% of total holiday cost

 

Please always refer to the specific cancellation conditions related to each holiday/retreat package once booked.

(iii) Amendments by the company

After the confirmation invoice has been issued, we make every effort to operate all holidays/retreats as confirmed. In very rare circumstances, we may have to modify your holiday/retreat before you depart. If the modification is significant we will notify you as soon as practically possible and you will be entitled to:

(a) take a substitute package of equivalent quality at no extra cost to you; or

(b) take a substitute package of lower quality and recover from us the difference in value between the original arrangements and the new ones; or

(c) refund you all monies paid by you under the contract whereupon your holiday/retreat arrangements will be canceled unless the cancellation was caused by ‘force majeure’ (see below).

‘Force majeure’ means unusual and unforeseeable circumstances beyond our control, the consequence of which neither World Wellbeing Tourism L.L.C nor its suppliers could avoid even if all due care had been exercised. This may include, but is not limited to, war, the threat of war, riot, civil strife, terrorist activity (actual or threatened), industrial dispute, technical problems with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, flood, drought, adverse weather conditions and level of water in rivers, airport closure, pandemic

  1. iv) Cancellation by the company

If you fail to pay the balance of the holiday price at the time of booking, we will treat your booking as canceled and levy the cancellation charge as set out in paragraph 14(ii) above. If we are obliged to cancel your holiday in any other circumstances before departure, we will use our best endeavors to offer alternative arrangements at no extra cost to you or offer a substitute package of lower quality and you may recover from us the difference in cost, or have repaid to you as soon as possible all monies paid by you unless the cancellation has been caused by force majeure.

On the rare occasions when a property makes the decision to cancel a booking due to them being unable to offer an adequate wellbeing experience, we will attempt to offer an alternative property of similar value, but should this not be possible a full refund of the package booked with us will be given. Please note that in these circumstances we are not liable for any costs incurred for, or associated with, any independent travel arrangements made outside of the package.

  1. Refund Policy

All refund requests must be in writing and made direct to us. Claims must be made within 5 days of completion of travel arrangements. Refunds will not be made for bookings canceled due to inclement weather or illness or Covid-19 tested positive. These must be claimed through your travel insurance. A processing fee of AED 400 applies to all approved refunds. No refunds will be made for services once travel arrangements have commenced. No guarantee is provided or warranted that any refund will be available.

All refunds will be made only on the original mode of payment. Please allow from 28 up to 45 days for the refund transfer to be completed.

Some of the packages are non-refundable once booked & confirmed, please refer to the specific cancellation & refund conditions of each holiday/retreat package once booked.

Check-In / Check-Out Times

These vary according to the hotel. Generally, your accommodation check-in is 3 pm and check out at 12 am. We will communicate the exact check-in & check-out times of the booked hotel/resort upon confirming your package.

Please note that most properties will require a credit card authorization on the check-in and may need to see photo identification. 

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