1. At a glance
- Nothing to pay at checkout. We confirm availability first and then send you payment instructions, so you can cancel at no cost before you pay.
- Free changes up to 7 days before travel from MMA Tourism. Supplier charges or price differences, if any, are shown before you confirm.
- Fees depend on the service and supplier (airline, hotel, property or operator). They are shown in your confirmation.
- Government and visa fees are non-refundable once an application has been submitted.
- Approved refunds go back to your original payment method.
2. How to cancel or change
Contact us by WhatsApp, email or phone and give your order number, your name and what you would like to change or cancel. Your request counts from the moment we receive it, based on Dubai time (GST). We will confirm in writing, and a WhatsApp or email reply from us is a written confirmation.
- WhatsApp and phone: +971 56 168 9400 or +971 4 344 9786
- Email: info@mmatourism.com
3. Before you pay
When you submit an order on our website, you do not pay anything. We first check availability and confirm your booking details, and then we send you payment instructions. If you cancel before paying, you owe us nothing.
4. Changes to your booking
You can change your dates or details free of charge from MMA Tourism up to 7 days before your travel or check-in date, subject to availability. Some suppliers, such as airlines and hotels, apply their own change fees or a price difference. We tell you about these before you confirm the change. Changes made less than 7 days before travel depend on the supplier's rules and may carry a fee.
5. Cancellation terms by service
The table shows our standard terms. Where a supplier's own rules are stricter, those rules apply and are shown in your confirmation.
| Service | If you cancel | What you receive |
|---|---|---|
| Flights | Any time | Follows the airline's fare rules. Some fares are non-refundable. Where the airline allows a refund, you receive it less airline penalties and our service fee. |
| Visas | Before we submit your application | Refund of amounts paid, less any fees already paid to third parties. |
| Visas | After submission | Non-refundable, including if the application is refused. |
| Tour programs | 7 days or more before the start | Full refund, less supplier costs already paid on your behalf. |
| Tour programs | 3 to 6 days before the start | 50% refund of the program price. |
| Tour programs | Less than 3 days before, or no-show | No refund. |
| Car rental | 24 hours or more before pick-up | Free cancellation and full refund. |
| Car rental | Less than 24 hours before, or no-show | One day's rental charge applies. The rest is refunded. |
| Hotels | Any time | Follows the hotel's rate rules shown in your confirmation. Non-refundable rates cannot be refunded. |
| Farms, chalets and cruises | Any time | Follows the property's or operator's terms shown in your confirmation, including any deposit. Peak periods such as Eid, New Year and school holidays may carry stricter or non-refundable terms, which we tell you before you confirm. |
6. What is not refundable
- Government, immigration and embassy fees once an application is submitted.
- Airline tickets and hotel rates sold as non-refundable.
- Costs a supplier has already incurred on your behalf and cannot recover.
- Our service fee, unless the cancellation is due to our error.
- Bank, payment link or currency conversion charges that we cannot recover.
- Unused services, early returns and early departures.
7. How refunds are paid
Approved refunds are returned to the payment method you used. If you paid in cash at our office, we refund by cash or bank transfer. Refunds are made in the currency you paid in. Once a refund is approved, we process it promptly. Most refunds reach you within 7 to 21 business days, depending on the airline, supplier and your bank. Car rental security deposits are released after the car is returned and checked.
8. If we or a supplier cancel
If we or a supplier have to cancel or significantly change your booking, for example because a service becomes unavailable, we will tell you as soon as possible. You can choose an alternative of similar value or a full refund of the amount you paid for the cancelled service. Visa approval is decided by the authorities. We cannot guarantee it, and approval does not depend on us.
9. Events beyond our control
Events such as severe weather, airspace closures, strikes, natural disasters, health restrictions or government decisions may affect travel. In these cases, the rules of the airline, hotel or operator apply. We will help you rebook or claim a refund wherever the supplier allows it, but we cannot refund amounts that the supplier does not return to us.
10. Travel documents and missed travel
You are responsible for holding a valid passport, visa and any other documents required for your trip. If you are denied boarding or entry because of your documents, or you miss a service because of late arrival, the service is treated as used and is not refundable.
11. Questions and complaints
If you are unhappy with how your cancellation was handled, please contact us first at info@mmatourism.com so we can put it right. This policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. You may also contact the Dubai Department of Economy and Tourism (DET), which regulates travel agencies in Dubai.
12. Updates to this policy
We may update this policy from time to time. The version in force when you place your order applies to that order. The date at the top shows when the policy was last changed.
Need to cancel or change a booking?
Message us on WhatsApp or email with your order number and we will help right away.