Activities & Trip Packages Policy

Effective date: 21 October 2026. This policy applies to activity tickets, tours and trip packages booked with SHUTTLIX TOURISM L.L.C (“Shuttlix”, “we”) on shuttlix.com, including bookings made with our trip planner. Airport and city transfers are covered by our Terms and Cancellation policy.

At a glance

• Activity tickets are non-refundable once booked and paid — we buy them from the attraction straight away.
• Transfers: free cancellation up to 24 hours before pickup.
• Ticket date or time changes are only possible if the attraction allows them, and any change fee is passed on.
• If the attraction itself cancels, we pass on whatever it offers — a new date or a refund.
• Transfer refunds go back to your original card within 5–10 working days.

1. Booking and confirmation

• Your booking is confirmed when we send you a confirmation by email or WhatsApp. A trip plan sent with “Send to Shuttlix to confirm first” is a request, not a booking, until it is paid.
• Please check names, dates, number of guests and your hotel before you pay. Tell us straight away if anything is wrong.
• Tickets and entry details are sent by email or WhatsApp before your activity. Some attractions issue tickets for a specific date and time slot.

2. Prices and payment

• Prices are in UAE dirhams (AED). Prices shown in US dollars are a guide; you can pay in AED or USD by card through our secure payment partner, Stripe.
• Single activities are paid in full when you book. Trip packages are paid in full when booking, or by a payment link we send after confirming availability.
• Your price is fixed once paid. Package savings apply to activity tickets only, not to transport.
• Children are shown at the adult price unless a child price is listed. Where the attraction offers a lower child price, we confirm it and refund the difference.
• Food, drinks, rides inside parks, photos and optional extras are not included unless they are listed under “What’s included”.

3. Cancellations and refunds

Activity tickets and tours

• All activity tickets, tours and attraction passes are non-refundable once your booking is paid, because we purchase them from the attraction immediately. This includes cancellations, no-shows, late arrival and changes of plan.
• Please check dates, names and the number of guests carefully before you pay.

Transfers and car with driver

• Free cancellation up to 24 hours before pickup. See our Cancellation policy and flight delay and waiting policy.

Trip packages

• Activity tickets in a package are non-refundable. Transfers in a package follow the transfer rules above and can be cancelled free of charge up to 24 hours before pickup.
• If you cancel transfers from a package, the package saving on tickets stays the same.

To cancel, message us on WhatsApp or email plan@shuttlix.com with your booking number. The time we receive your message is the time we use.

4. Changes

• Once tickets are purchased, a change of date or time is only possible if the attraction allows it. Any fee the attraction charges for the change is passed on to you, plus any price difference.
• If the attraction does not allow changes, the original tickets remain valid only for the booked date and time.
• Before you pay, you can move activities between days freely in the trip planner. Transfer times can be changed up to 24 hours before pickup, subject to availability.

5. If we or the attraction cancel

• If the attraction itself cancels or closes on your date (for example because of weather or safety, such as a desert safari or balloon ride), we pass on whatever the attraction offers — usually a new date or a refund. We do not charge any extra fee for this.
• If we cannot provide a booked transfer, we refund it in full.
• We are not responsible for costs outside your booking with us, such as hotels, flights or other tours.

6. Pickup, lateness and no-shows

• For activities with hotel pickup, please be ready in your hotel lobby at the confirmed time. Pickup times are confirmed by WhatsApp, usually the day before.
• Your driver waits up to 30 minutes after the confirmed pickup time. After that the booking is treated as a no-show and is not refundable.
• If you arrive late at an attraction, entry is at the attraction’s discretion.

7. Attraction rules, health and safety

• Activities are run by the attractions and tour operators themselves. Their entry rules apply, including age, height and weight limits, health restrictions, opening hours and dress codes (for example covered shoulders and knees for mosque visits).
• Some activities, such as dune driving, are not suitable for pregnant guests, young children or people with back or heart problems. Please check the activity page and ask us if you are unsure.
• Children must be accompanied by an adult at all times.
• Please follow the instructions of staff, drivers and guides. Entry or participation can be refused for unsafe behaviour, and this is not refundable.

8. Refunds

• Where a refund applies (transfers, or a refund passed on from an attraction), it is made to the original card used for payment, in the currency you paid. Banks usually show it within 5–10 working days.
• We do not charge a fee for processing refunds.

9. Saved plans and your information

• When you use “Email me this plan”, we email you your plan and may send one reminder. We do not add you to marketing emails without your consent.
• We use your details only to arrange your booking and to contact you about it. See our Privacy policy.

10. Complaints and help

If something is not right during your activity, please message us on WhatsApp straight away so we can help while you are there. For anything else, email plan@shuttlix.com and we reply within one working day.

We may update this policy from time to time. The version shown when you book applies to your booking.