Help Centre

No. When you book, the amount is held on your card, not taken. Your bank will usually show it as pending.

We take the money only once the operator has confirmed your place. If they cannot take the booking, the hold is released and nothing is charged — it disappears from your statement, typically within a few working days depending on your bank.

Because a person checks it. Every booking goes to the operator running the experience, who confirms the date, the time and that there is room for your party.

We would rather tell you honestly that it takes a little while than show you an instant confirmation and contact you later to withdraw it. Most bookings are confirmed quickly; you will get an email the moment yours is.

No. You book as a guest with your name, email and phone number. Your confirmation email is the record of your booking, and the reference in it is what you need for any change or question.

Yes. The total you see at checkout is the total, in the currency shown. VAT is included in it at the UAE rate of 5% — it is broken out on the summary so you can see it, but it is not added on top at the end.

There is no booking fee and no card surcharge.

The price on a card is a from price: the cheapest option, for the cheapest party. It is there so you can compare experiences at a glance, not because everyone pays it.

What you actually pay depends on the option, the date and who is coming, and it is shown in full before you enter any card details.

Almost certainly not. If you pressed the button twice, or reloaded and tried again, the second attempt returns the first booking rather than creating another one.

What you may see is a hold and a charge for the same booking, briefly, while your bank settles them. If you genuinely see two separate amounts a day later, contact us with both and we will sort it out.

The decline comes from your bank, not from us — we never see a reason beyond that it was refused. The usual causes are an international-payment block, a daily limit, or a 3-D Secure check that was closed before it finished.

Nothing is booked when a payment is declined, so nothing needs cancelling. Try again, or try another card; if it keeps failing, your bank can tell you why in a way we cannot.

Visa, Mastercard and American Express. Payment is encrypted and handled by our payment provider — your card details go straight to them and never touch our systems, and we only ever see the last four digits and the card type. Our privacy policy names the provider.

Check the spam folder first, and search for the sender rather than the subject — filters catch booking emails more often than anything else.

If it is genuinely missing, contact us with the name and email you booked under and we will resend it. A missing email does not mean a missing booking.

A code beginning YAL- on your confirmation email. It is the one thing worth keeping: it identifies your booking without any of your personal details, so it is safe to read out over the phone.

Use the link in your confirmation email. It opens your trip without a password, because asking somebody to make an account to look at something they have already paid for is a hurdle for no reason.

If you no longer have the email, contact us with the reference and the address you booked with.

Tell us as soon as you notice. An email address we can correct immediately; a name matters more than it looks, because some experiences check ID against the booking.

Yes. Put the traveller's name on the booking and your own contact details where they are asked for, so the confirmation and any change reaches the person who can act on it.

If they are travelling without you, add their phone number in the notes — it is the operator's only way to reach them on the day.

Yes. Ask us with your booking reference and we will send one. If it needs a company name or a TRN on it, include those in the message.

Use the link in your confirmation email, or cancel here with your booking reference and the email address you booked with.

What you get back depends on the experience and how much notice you give — the terms are on the experience page and on your confirmation. The cancellation policy explains how it works.

It means the two are separate steps, and we say so rather than letting you assume.

• If we were only holding the money, cancelling releases the hold and nothing was ever taken.
• If the money had already been taken, cancelling does not send it back by itself — a refund is issued separately, and we tell you which applies to your booking.

Sometimes — it depends on the operator and how close the date is. We cannot promise it in advance, so ask us and we will find out. If a change is not possible, cancelling and rebooking may be, and we will tell you what that would cost before you commit.

Cancelling before the deadline shown on that experience, in full, with nothing to pay. The deadline is per experience — it is not a site-wide rule — and it is stated on the page before you book and again on your confirmation.

After the deadline, what you get back is whatever that experience's terms say, which may be nothing.

You get all of your money back. If the money was held, the hold is released; if it was taken, it is refunded in full. That applies however close to the date it happens, and regardless of the cancellation terms — those govern your cancellation, not theirs.

We will also try to find you something comparable, if you want us to.

An experience called off for weather is the operator cancelling, so it is refunded in full — the same as any other cancellation by them.

An experience that runs in poor weather is not, even if it was less enjoyable than you hoped. If you think it should not have run, tell us and we will take it up with the operator.

We issue it as soon as the cancellation is agreed. After that it is your bank's timing, not ours — usually a few working days, occasionally up to ten.

A released hold can look slower than a refund even though nothing was ever taken, because some banks show pending amounts until they expire on their own.

Your booking reference, and photo ID for anyone whose age affects the price — child and senior tickets are sometimes checked at the door. Anything else specific to the experience is listed on its page under what to bring.

The meeting point is on the experience page and repeated in your confirmation email, with the time. If pickup from your hotel is included, that will say so — do not assume it is unless it is stated.

Ten to fifteen minutes before the stated time, unless the experience says otherwise. Departures leave on time because the next group is behind them, and a driver waiting on one guest is a driver making everybody late.

Call us. This is the situation the phone number exists for, and the sooner you ring the more likely we can hold the departure or move you to a later one.

+971 4 216 0600

The place is treated as used and there is nothing to refund — the operator held it, staffed it and turned away other bookings for it.

If something went wrong on the way, tell us anyway. We cannot promise anything, but we would rather ask the operator than assume the answer.

Tell us as soon as you can, ideally while you are still there — it is far easier to fix on the day than afterwards. Either way, contact us with your reference and what happened. We deal with the operator; you do not have to.

Never required, and never added to your bill. Guides and drivers in the UAE are paid for the work; a tip is a thank-you for a good one, at whatever you think it was worth.

Ask before you book. Experience pages describe what to expect, but they cannot cover every requirement — and the answer often depends on the specific departure, the vehicle or the venue.

Tell us what you need and we will check with the operator and tell you honestly whether it works. We would rather say no in advance than have you arrive and find out.

Put it in the notes when you book, or send it to us with your reference. We pass it to the operator. We cannot guarantee it will be accommodated — but an operator who does not know certainly will not.

It depends on the experience. Where children are welcome, the age bands and prices are on the booking panel, and infants are usually free but still need to be counted — the operator has to know how many people are coming.

Some experiences have a minimum age for safety reasons rather than preference. Where that applies it is stated on the page.

Whatever the option says. Where an experience runs in more than one, you choose the language as part of booking, and the choice is on your confirmation.

Open the app, go to *Trips*, and tap the scan button at the top. Point it at the code and the trip appears in your account, with everything the agent arranged already on it.

The code is the same link they can email you, so your phone's own camera opens it too — in a browser rather than in the app. Scanning from inside the app is what puts it in your account.

With Google or Apple. On an iPhone both are offered; on Android, Apple's sign-in is not available, so Google is the way in.

You can browse, save and plan without signing in — those stay on that phone. Signing in is what makes your trips and bookings follow you to another device.

Not yet — cancelling is done on the website. Open the cancellation page in a browser with your reference and the email address you booked with.

The cancellation policy explains what you get back and when.

The camera is for scanning an agent's QR code, and nothing else — no photograph is taken or kept, and the app never asks for the microphone.

Location is only used if you tap use my location when choosing a destination, to find the nearest place we sell experiences in. Say no and you pick from the list instead; nothing else changes.

Elevate Tourism L.L.C, a licensed tour operator in Dubai, trading as Yalator — trade licence 916444. Your contract for the booking is with us; the experience itself is run by the operator named on the page.

The terms of service set out who is responsible for what.

Some of them. The rest are run by operators we work with, and either way we are the ones you deal with — for the booking, for a change, and if something goes wrong on the day.

We use them to make the booking work — your name and party for the operator, your email and phone so you and they can be reached about it. We do not sell them.

The privacy policy says exactly what is collected, who sees it, and how to ask for a copy or its deletion.

Only if you asked us to. Booking does not sign you up to anything, and the newsletter has an unsubscribe link in every message that works on the first click.

Our team answers as quickly as it can, every day.

Anything about a booking travelling in the next 24 hours is worth phoning rather than emailing — email is read in order, and a departure will not wait for it.