Refund Policy

§ 01Eligibility

A booking is eligible for a refund only if:

• The cancellation is confirmed by FAM Tours in writing (email quoting the booking reference).
• The cancellation falls within the relevant window in our Cancellation Policy.
• The booking has not already been completed (in which case the deposit may be applied against the final invoice rather than refunded).

Weather cancellations and Force Majeure events are always eligible for a full refund, regardless of timing.

§ 02How refunds are calculated

The refund amount is calculated against the total amount you paid for the charter (vessel fee + confirmed add-ons), minus any non-refundable elements below.

• Catering — non-refundable once the caterer has placed orders; refundable if cancelled 48 hours or more before the charter and the caterer confirms no commitment has been made.
• Decoration & florist — non-refundable once the order has been placed; refundable if cancelled 72 hours or more before the charter.
• Photography & entertainment — non-refundable once the vendor is booked; refundable if cancelled 7 days or more before the charter.
• Watersports — non-refundable once the equipment is mobilised to the marina; refundable if cancelled 24 hours or more before the charter.
• Marina fees — retained at cost if the marina has been invoiced.

Our admin fee for processing a refund is zero.

§ 03Refund method

Refunds are always issued to the original payment method. We will never refund to a different account or card without signed written authorisation from the booking contact.

• Bank transfer — refunded to the originating account. For non-resident accounts we may request IBAN and SWIFT details.
• Card payment — refunded to the same card within the card scheme’s reversal window (typically 7–14 days, depending on your bank).
• Cash — refunded to the booking contact in person at our office or by bank transfer at your request.

§ 04Timing

Refunds are processed within seven working days of the cancellation being confirmed in writing. Bank-transfer clearances depend on the receiving bank (3–5 working days typically). Card refunds depend on your card issuer (7–14 days typically).

Where the refund is owed by FAM Tours (i.e. a cancellation initiated by us), we will refund using the fastest practical route at our cost.

§ 05Add-ons already committed

If a refund is due but a portion of the booking has already been committed to a third-party vendor (catering order, decoration order, marina berth), we will:

1. Try to cancel the third-party order on your behalf first.
2. If the third-party order cannot be cancelled, we will retain only the cost we have actually been invoiced for (with receipt); the remainder of your payment is refunded.

You are entitled to see the underlying third-party invoice for any retained amount on request.

§ 06Corporate clients

For corporate accounts on agreed payment terms, refunds are issued against the open invoice. If the refund exceeds the open invoice, the balance is refunded via the method used to settle the original invoice.

§ 07If your refund is delayed

If a refund has not appeared within 14 calendar days of our confirmation email:

1. Check your bank statement for a corresponding credit (some banks list refunds under a slightly different reference).
2. Email Booking@fam-tours.com with your booking reference and the date our confirmation email was sent. We will investigate and reply within one working day.
3. If the issue remains unresolved, escalate to info@fam-tours.com with the original case reference.

§ 08Escalation

If we cannot resolve a refund concern through good-faith negotiation within 30 days, you may escalate to the UAE Consumer Protection section of the Department of Economy and Tourism, or pursue the matter in the courts of Dubai.

§ 09Contact

• FAM Tours — Refunds Desk
• Office 302, 3rd Floor, Al Babtain Building, Port Saeed, Dubai, UAE
• PO Box 282952
• Booking@fam-tours.com
• +971 4 254 3004 · +971 54 431 8815