Cancellation & Refund Policy

Who we are

This Cancellation & Refund Policy (the "Policy") applies to every booking made through the Dopa mobile app and the Dopa website (together, the "Platform"). The Platform is owned and operated by DOPA SOLUTIONS - FZCO ("Dopa", "we", "us"), a free zone company licensed by the Dubai Integrated Economic Zones Authority (DIEZ) under licence No. 7081, with its registered office at DSO-THUB-G-D-FLEX-G111, THUB, Dubai Silicon Oasis, Dubai, United Arab Emirates. The United Arab Emirates is our country of domicile.

Dopa is a booking platform. The tours, activities and experiences ("Activities") listed on the Platform are delivered by independent providers ("Hosts"). Each Host chooses which of the cancellation policies described below applies to each of its Activities. Dopa collects payment on the Host's behalf and processes cancellations and refunds under this Policy.

This Policy forms part of our Terms of Services. Please read it together with our Privacy Policy.

The policy that applies to your booking

Every Activity displays its cancellation policy on the Activity page and again at checkout, before you pay. It is repeated on your booking confirmation. The policy shown at the time you complete your booking is the one that applies to that booking, and it prevails over the general descriptions in this Policy if they ever differ.

Dopa currently offers Hosts the following three standard policies. The Activity page shows the policy name (Flexible Cancellation, Strict Cancellation or No Refunds) next to the price:

Flexible Cancellation Policy

Strict Cancellation Policy

No Refunds Policy

All sales under a booking marked "No Refunds" are final. The booking cannot be cancelled for a refund at any time, regardless of when you cancel. It is still refunded in full if the Host or Dopa cancels the Activity (see "Cancellations by the Host or by Dopa" below).

A Host may also offer a custom policy. Where it does, the exact time limits and refund percentages are shown on the Activity page and at checkout.

How the deadline is measured

• Time limits are counted back from the scheduled local start time of the Activity (Jordan time, UTC+3) to the moment your cancellation request is received by the Platform.
• Bookings for several participants or several dates are treated per participant and per date. You may cancel some participants and keep the rest; the policy applies to the cancelled part only.

How to cancel

• Open the Dopa app or sign in at dopatravel.com, go to My Bookings, select the booking and choose Cancel Booking. The refund amount is shown before you confirm.
• If the Cancel option is not available (for example, a No Refunds booking or a booking whose start time has passed), or if you have any difficulty, email [email protected] from the email address on your account, quoting your booking reference.
• A cancellation takes effect when it is recorded on the Platform. We confirm it by email and in the app.

How your refund is calculated

• The refund percentage is applied to the total amount you actually paid for the cancelled booking, including any taxes and fees that were part of that total at checkout, unless a fee was marked non-refundable at checkout.
• Amounts covered by a discount code are not refunded in cash; only what you paid is refunded.
• Cashback or promotional credit earned on a cancelled booking is reversed. Promotional credit has no cash value and is never refundable in cash.
• Refunds are made in the same currency and for the same amount as the original charge. If your bank converted the payment into another currency, exchange-rate differences and bank charges are outside our control and are not refunded.

How and when you are refunded

• Refunds go back to your original payment method (the card or account you paid with). Payments made with Dopa Wallet balance are refunded to your Dopa Wallet.
• If a refund cannot be made to the original payment method (for example, you paid in cash or by CliQ), we refund you by bank transfer. Our support team contacts you after the cancellation to confirm the details.
• On request, you can receive your refund as Dopa Wallet credit instead. Wallet credit is available as soon as it is processed.
• If you paid partly with Dopa Wallet balance and partly by card, the refund is split in the same proportion as the original payment.
• We initiate approved refunds within 7 business days of the cancellation. Card refunds usually appear on your statement within 5 to 10 business days; some banks take longer, up to 45 days. Bank transfers can take up to 30 business days.
• If nothing has arrived after that time, email [email protected] with your booking reference and we will trace it for you.

Cancellations by the Host or by Dopa

• If a Host or Dopa cancels an Activity for any reason (including not reaching a minimum group size, safety concerns, or the Host being unable to operate), you may choose either a full refund (100%) of the amount paid, or a rebooking on another date or for a comparable Activity of equal value. This applies to all policy types, including Non-refundable bookings.
• If a Host materially changes an Activity after you book (for example, a different start time or a substantially different itinerary) and you do not accept the change, you may cancel with a full refund.
• We are not liable for other costs you incurred in connection with a cancelled Activity, such as flights, accommodation or transport, unless the law provides otherwise. We recommend travel insurance.

Weather, safety and events beyond our control

• Some Activities depend on the weather or on conditions on the day. If the Host decides that the Activity cannot go ahead safely, it will offer you another date or a full refund.
• If the Activity does go ahead and you choose not to attend, the normal cancellation policy for your booking applies.
• Where an Activity cannot be delivered because of events beyond the reasonable control of the Host and Dopa (severe weather, natural disaster, government restrictions, public emergencies, strikes or similar), you will be offered a rebooking or a full refund of the amount paid.

No-shows, late arrival and early departure

• If you do not attend, arrive after the departure time, or cannot take part because you do not meet the requirements stated on the Activity page (such as age, health, fitness, required documents or safety rules), the booking is treated as used and no refund is due.
• Leaving an Activity early, or not using part of a booking, does not entitle you to a partial refund. No refund is given once the Activity has taken place.
• A Host may refuse participation, without refund, to anyone who is intoxicated or whose behaviour endangers others.

Changing a booking

• Date or time changes depend on the Host's availability. Request them through the app or from support as early as possible.
• An accepted change is free unless a price difference applies. If a change cannot be accommodated, you may keep the original booking or cancel it under its policy.

Dopa Wallet

• Money you add to your Dopa Wallet yourself can be refunded to the original mode of payment on request, less any amount already spent, subject to identity verification.
• Cashback, bonuses and other promotional credit are not refundable and cannot be exchanged for cash.

Problems with an Activity

If an Activity was not delivered as described, tell us within 7 days of the Activity date at [email protected], with your booking reference and any evidence. We will investigate with the Host and, where justified, issue a partial or full refund to your original mode of payment.

Card disputes

If you have a concern about a charge, please contact us first; most issues are resolved within a few business days. We acknowledge every refund request within 2 business days and aim to resolve it within 10 business days.

Your legal rights

Nothing in this Policy limits any rights you have under mandatory consumer-protection law, including UAE Federal Law No. 15 of 2020 on Consumer Protection and, where applicable, the law of the country in which the Activity is delivered.

Governing law

This Policy and any dispute arising from it are governed by the laws of the United Arab Emirates, and the courts of Dubai have jurisdiction, without prejudice to your mandatory rights as a consumer.

Changes to this Policy

We may update this Policy from time to time. The version published on this page at the time you make a booking is the one that applies to that booking. Material changes are announced on the Platform.

Contact us

• DOPA SOLUTIONS - FZCO
• DSO-THUB-G-D-FLEX-G111, THUB, Dubai Silicon Oasis, Dubai, United Arab Emirates
• Email: [email protected]
• Phone: +971 585 658 070