Refund policy

Cancellation & refund window

If you need to cancel, the refund you're eligible for depends on how far in advance you cancel — measured from the scheduled start time of your event or experience:

A non-recoverable 5% payment processing fee (charged by our payment provider, not by us) is deducted from all approved refunds — so a “full refund” means the amount you paid, minus that fee. Cancellation requests must be made by email and include your proof of purchase (see How to request a refund).

Event tickets, workshops & experiences

The window above applies to all ticketed events, workshops, and astronomy experiences booked through our website. In addition:

• All refund requests must include proof of purchase (your order or booking number).
• Complimentary tickets, and tickets claimed using member benefits, points, or account credit, are not refundable for cash.
• Group and bulk bookings may carry separate terms, which will be confirmed at the time of booking.
• In genuinely exceptional cases (such as a medical emergency or bereavement), we may review a late request on a case-by-case basis at our discretion. Approval isn't guaranteed and supporting evidence may be requested.

Weather, visibility & sky conditions

Stargazing is an outdoor activity and the sky can't be guaranteed. Please book with this in mind:

• Our events go ahead rain or shine unless we cancel them. Cloud cover, haze, dust, moonlight, or other atmospheric conditions that affect visibility do not qualify for a refund if the event still takes place as scheduled.
• Many of our events are tied to a specific astronomical occurrence — a meteor shower, eclipse, conjunction, or similar — on a fixed date. These cannot be rescheduled, and the timing and visibility of the phenomenon are outside our control.
• Our astronomers always make the most of the conditions on the night — telescope time, expert guidance, and the science and stories behind what you came to see.

If conditions become genuinely unsafe or an event truly cannot proceed, see If we cancel or change an event.

Transport & add-ons

Optional add-ons for events — such as shuttle transfers — are sold as separate tickets. Unless stated otherwise at booking:

• Transport and other event add-ons follow the same cancellation window as your event ticket.
• If we cancel an event, any transport or add-on you booked for it is refunded in full.

Astro tourism & private experiences

Private and custom experiences — desert stargazing tours, dinner under the stars, luxury and premium packages, and bespoke or corporate bookings — are arranged individually and involve real costs we commit to and pay for in advance (catering, transport, guides, equipment, and permits). For these:

• The general cancellation window above applies to the core experience, but certain elements become non-refundable as the activity date approaches — in particular private transport (chauffeur-driven cars we hire for your booking, which our suppliers make non-refundable closer to the date), premium catering (such as dinner under the stars), and luxury or elite package inclusions.
• Where a refund is due, any such non-recoverable costs we have already incurred are deducted from the amount refunded — we can only return what we haven't already spent to arrange your experience.
• Custom or large-group experiences may require a non-refundable deposit to secure your date. Where this applies, it will be made clear before you pay.
• Date changes may be possible subject to availability — please contact us as early as you can.

Courses & training programs

For paid courses and multi-session training programs:

• Cancellations made 72 hours or more before the first session are eligible for a refund under the window above.
• Once a course has started, or once any materials, recordings, or lessons have been accessed, the fee is non-refundable.
• Self-paced online courses are non-refundable once access has been granted (see My Account page).
• Where possible, we may offer a transfer to a future cohort instead of a refund, at our discretion.

Memberships

Membership purchases are non-refundable once activated, as your benefits — discounts, points, account credit, community access, and any included tickets — become available immediately.

• We don't offer partial or pro-rata refunds for unused membership time.
• If you believe there has been a billing error or duplicate charge, contact us within 14 days and we'll review it individually.
• Memberships are personal and cannot be transferred, resold, or exchanged unless we state otherwise.

Digital products & downloads

All digital products — downloadable content, guides, self-paced course materials, and similar — are non-refundable once access has been granted or the file has been downloaded.

If you experience technical issues accessing a digital purchase, contact us and we'll be happy to help.

Physical products

For physical items purchased from Dubai Astronomy Group:

• Items must be returned within 30 days of purchase.
• Items must be unused, in original condition, and in original packaging.
• Proof of purchase is required.

Please contact us before sending any items back so we can guide the return. Customers are responsible for return shipping costs unless the item is faulty or incorrect, in which case we'll cover it.

If we cancel or change an event

Occasionally we may need to cancel, postpone, or modify an event or experience — for example due to adverse weather, unsafe conditions, venue or permit issues, government restrictions, low enrolment, or other circumstances beyond our reasonable control.

If we cancel an event you've booked, you'll be offered your choice of:

• A full refund to your original payment method, or
• A credit voucher of equal value, redeemable against another DAG event or experience, or
• A transfer to a new date or an equivalent experience, where available.

We'll always reach you using the contact details on your booking. We can't be held responsible for incidental costs — such as travel or accommodation — arising from a change or cancellation.

How to request a refund

To request a cancellation or refund:

• Email astro@dubaiastronomy.com from the address used to book, with your order or booking number and a short reason.
• Requests are timestamped when we receive them — send yours as early as possible, since your eligibility depends on how long before the event we receive it.
• We aim to acknowledge refund requests within 2 business days.

Refund processing & credits

Once a refund is approved:

• Refunds are issued to the original payment method wherever possible; where a card refund isn't possible, we may refund by bank transfer.
• Processing usually takes 7–14 business days. Bank or payment-provider delays can extend this — in some cases up to around 21 working days.
• Refunds are made in the original currency; any exchange-rate differences are outside our control.
• If more than 15 business days have passed since approval and you haven't received your refund, please contact us.

Where a cash refund isn't available or you'd prefer it, we may — at our discretion — offer an event transfer to another date, account or event credit for future use, or a product exchange (subject to availability and eligibility).