Privacy policy for personal data of website users

Terms and conditions

Company Name: PREMIUMME DMCC
Licence No.: DMCC-817708
Registered Address: Unit 410, Fortune Tower, Cluster C, Jumeirah Lakes Towers, Dubai, UAE
Email: info@premiumdubai.ae
Telephone: +971 5 2923 2311
Website: https://premiumdubai.ae/

1. About Us

These Terms & Conditions govern your use of the website of Premiumme DMCC for bookings, reservations, purchases, and services arranged or supplied by us.

Our licensed activities include:

• Inbound Tour Operator

• Outbound Tour Operator

• Land Transport Agent

• Educational & Recreational Tours Organizing

We may provide services directly and/or act as an intermediary for third-party suppliers including hotels, airlines, transport companies, attractions, tour guides, educational venues, event organizers, cruise operators, visa service providers, and other travel-related service providers.

2. Acceptance of Terms

By accessing our website, making an enquiry, submitting a booking request, or paying for any service, you agree to these Terms & Conditions, our Refund / Cancellation Policy, and any specific booking terms communicated to you before confirmation.

If any clause conflicts with mandatory UAE law, that clause will apply only to the extent permitted by law, and the remaining provisions will remain in effect.

3. Scope of Services

We may provide or arrange the following services:

3.1 Inbound Tour Services

For travelers visiting the UAE, we may arrange:

• hotel accommodation,

• airport transfers,

• chauffeur or private transport,

• sightseeing tours,

• desert safari,

• attraction tickets,

• visa assistance,

• MICE and corporate arrangements,

• educational visits,

• recreational activities,

• tailor-made UAE holiday packages.

3.2 Outbound Tour Services

For travelers departing from the UAE to international destinations, we may arrange:

• airline tickets,

• hotel reservations,

• holiday packages,

• cruises,

• visa assistance,

• foreign transfers,

• guided tours,

• travel insurance facilitation,

• educational trips,

• recreational group tours,

• bespoke international itineraries.

3.3 Land Transport Services

We may arrange or provide transport-related services including:

• airport pick-up and drop-off,

• hotel transfers,

• intercity transport,

• sightseeing transport,

• transport for educational tours,

• transport for recreational events,

• group transport,

• private vehicle with driver,

• bus / coach / van arrangements through approved operators.

Transport services are subject to vehicle availability, route restrictions, local traffic laws, passenger safety rules, and third-party operator terms where applicable.

3.4 Educational & Recreational Tours

We may organize:

• school trips,

• student excursions,

• university visits,

• museum or cultural visits,

• corporate recreational outings,

• family tours,

• sports and activity-based tours,

• youth group tours,

• camp visits,

• themed educational and entertainment itineraries.

These tours may include transport, tickets, meals, supervision arrangements, guides, activity operators, and venue access, depending on the package purchased.

4. Booking Status

A booking is considered confirmed only when:

• all required traveler details are provided,

• the applicable price is accepted,

• payment or deposit is received where required,

• and we issue a written confirmation, voucher, itinerary, invoice, or ticket.

Website availability, quotations, package pages, or enquiry responses do not by themselves create a confirmed booking.

5. Customer Information and Responsibility

You are responsible for ensuring that all details provided to us are accurate, including:

• full names exactly as per passport or Emirates ID,

• nationality,

• passport details,

• travel dates,

• number of passengers,

• room occupancy details,

• ages of children,

• contact information,

• any special needs or medical conditions relevant to the trip.

We are not responsible for losses caused by incorrect information provided by you.

6. Prices

All prices are in AED unless otherwise stated.

Prices may include or exclude, as clearly specified: VAT, airline fare and taxes, hotel charges, transport charges, entry tickets, guide fees, visa charges, service fees, convenience fees, insurance, meals, optional activities.

Quoted prices are subject to availability until the booking is confirmed. Some services, especially flights and hotels, may change in price before final issuance due to live supplier inventory.

7. Deposits and Payment

Certain bookings may require a deposit to secure reservation. Full payment may be required before ticket issuance, hotel confirmation, visa submission, tour operation, transport dispatch, or within the deadline stated in the quotation.

If payment is not made on time, we may cancel the booking and apply applicable cancellation charges already incurred.

8. Third-Party Suppliers

Many travel services are provided by independent third-party suppliers such as airlines, hotels, resorts, transport operators, attractions, cruise lines, embassies, visa service centers, museums, educational institutions, event venues, activity providers.

Those suppliers may have their own terms, conditions, cancellation rules, baggage rules, check-in deadlines, health and safety requirements, age restrictions, and operational limitations. By booking with us, you agree to any applicable supplier terms related to your booking.

9. Travel Documents and Entry Requirements

You are solely responsible for ensuring that you hold all required documents, including:

• valid passport,

• visa,

• residence documents,

• parental consent letters where required,

• health certificates,

• insurance documents,

• permits,

• transit authorizations,

• student or institutional approvals where needed.

Any visa assistance provided by us is administrative support only unless specifically stated otherwise. Visa issuance and immigration approval always remain subject to the decision of the competent authority.

We do not guarantee:

• visa approval,

• immigration clearance,

• border entry,

• airline boarding approval,

• or access to any country, attraction, or venue.

10. Educational Tours and Minor Participants

For school trips, student trips, youth tours, or tours involving minors:

• the customer, school, parent, or guardian must disclose the age of all minors,

• written parental or guardian consent may be required,

• the customer is responsible for arranging adequate supervision unless expressly agreed that supervision is included,

• medical, dietary, behavioral, mobility, or accessibility requirements must be disclosed in advance.

We reserve the right to refuse participation in any activity where health, safety, age, documentation, or supervision requirements are not met.

11. Conduct and Safety

All travelers must behave in a lawful, respectful, and safe manner.

We may refuse service, remove a participant, cancel participation, or report misconduct where a traveler:

• acts abusively or aggressively,

• endangers themselves or others,

• damages property,

• breaches local law,

• uses alcohol or prohibited substances unlawfully,

• ignores safety instructions,

• causes disruption to transport, guides, venues, schools, hotels, or other travelers.

In such cases, no refund may be payable for the unused portion of the service.

12. Health, Fitness, and Participation Risk

Some tours and activities may involve physical movement, outdoor exposure, walking, boating, desert, water-based, amusement, educational fieldwork, or recreational risk.

You are responsible for ensuring that you and all participants are medically fit and able to participate safely. You must inform us before booking of any relevant medical condition, disability, allergy, or special assistance requirement.

Participation in certain recreational activities may require signing an additional waiver required by the activity operator.

13. Transport Terms

For land transport services:

• vehicle type is subject to booking category and availability,

• luggage capacity is subject to vehicle type,

• pick-up timing must be strictly observed,

• delays caused by traffic, road closures, weather, police checks, accidents, or force majeure may occur,

• seatbelt and safety instructions must be followed at all times,

• child seats will only be provided if booked in advance where available,

• smoking, unlawful conduct, and dangerous items are prohibited in the vehicle.

If passengers fail to appear at the agreed pick-up point and time, the service may be treated as a no-show.

14. Changes Requested by Customer

Any request to amend a confirmed booking, including: destination, date, hotel, flight, passenger name, transport timing, attraction date, tour type, participant number, educational itinerary,

may be subject to: availability, supplier approval, additional charges, price difference, amendment fee, or complete rebooking.

Some services are non-changeable after confirmation.

15. Changes or Cancellation by Suppliers

Travel suppliers may change schedules, hotels, transport, attractions, routes, or activity timing due to operational, weather, safety, governmental, or commercial reasons.

Where this happens, we will use reasonable efforts to:

• inform you promptly,

• communicate the options available,

• assist with rebooking, replacement, credit, or refund where available.

We are not responsible for independent supplier decisions outside our control, but we will reasonably assist in processing available remedies.

16. Force Majeure

We shall not be liable for delay, cancellation, failure, or reduced enjoyment caused by events beyond our reasonable control, including: weather conditions, natural disasters, epidemics or pandemics, government restrictions, strikes, civil unrest, war, border closures, transport disruption, attraction closure, venue cancellation, road closure, supplier insolvency, safety risks.

In such cases, refunds, credits, postponements, or alternate arrangements will depend on the actual supplier terms and the nature of the affected service.

17. Complaints During Service

If any issue arises during a tour, transfer, hotel stay, educational trip, or other service, you must notify us and the relevant on-ground supplier as soon as possible so that we have an opportunity to address the issue.

Failure to report the issue promptly may affect our ability to resolve it during the service period.

18. Liability

To the maximum extent permitted by law:

• we are responsible for our own acts, omissions, booking errors, and misrepresentations,

• we are not responsible for losses arising solely from the acts or omissions of independent third-party suppliers where we act only as intermediary,

• we are not liable for denied boarding, visa refusal, immigration refusal, missed connections, or missed services caused by your documents, lateness, or non-compliance,

• we are not liable for indirect or consequential loss such as loss of enjoyment, loss of opportunity, or business interruption except where liability cannot be excluded by law.

Nothing in these Terms excludes any mandatory rights available to consumers under applicable UAE law.

19. Website Use

You agree not to:

• misuse the website,

• make speculative or fraudulent bookings,

• submit false traveler information,

• interfere with website security,

• copy or reproduce website content without permission,

• use the site for unlawful purposes.

20. Intellectual Property

All website content, including branding, text, itineraries, images, package descriptions, logos, and design elements, belongs to us or our licensors and may not be copied or used without prior written consent.

21. Invoice and Confirmation

You will receive an invoice, itinerary, voucher, booking confirmation, or similar transaction record for confirmed purchases.

You must review all issued travel documents immediately and notify us promptly of any discrepancy.

22. Privacy

We may collect and process personal data for bookings, ticketing, transport coordination, visa support, group organization, customer service, legal compliance, safety management and operational communication.

By booking with us, you consent to our use of personal data as necessary to deliver the service and share relevant details with suppliers involved in your booking.

23. Governing Law

These Terms & Conditions are governed by the laws of the United Arab Emirates. Any dispute shall be subject to the competent courts and authorities of the UAE, without prejudice to any mandatory consumer rights.

 

 

Refund and cancellation policy

1. General

All cancellations, amendments, refunds, and credits are subject to:

• the type of service booked,

• the timing of cancellation,

• whether the service is already confirmed or used,

• whether third-party supplier charges have already been incurred,

• whether the booking is refundable or non-refundable,

• and any mandatory rights under applicable UAE law.

2. Customer Cancellation

If you cancel a booking, cancellation charges may apply.

The cancellation amount may include:

• airline cancellation penalty,

• hotel cancellation charge,

• transport operator charge,

• visa processing fee,

• attraction / activity penalty,

• our service or administration fee,

• and any non-recoverable amount already paid to third parties.

3. Inbound Tours Cancellation

For UAE inbound tours, including hotels, transfers, sightseeing, activities, and local arrangements:

• some services may be refundable if cancelled within the permitted period,

• some services may be partially refundable,

• some services are strictly non-refundable, especially promotional or peak-period bookings.

Any specific cancellation deadline will be stated in your quotation, package details, or booking confirmation.

4. Outbound Tours Cancellation

For outbound tours, the refund depends on the applicable rules of: airline, hotel, DMC, cruise line, visa provider, insurance provider, transport supplier, or tour operator.

Some outbound packages become non-refundable once tickets are issued, visas are processed, or supplier commitments are made.

5. Flights

Flight refunds are governed by airline fare rules.

Depending on the ticket, it may be: fully non-refundable, refundable after airline penalty, partially refundable, or refundable only in taxes.

No-show tickets may be non-refundable.

Any agency handling or processing fee may remain non-refundable once ticketing work is completed, if disclosed before purchase.

6. Hotels

Hotel cancellation depends on the booked rate and hotel policy.

Possible outcomes include: free cancellation within a limited deadline, partial refund, first-night charge, full charge, non-refundable booking.

No refund may be available for no-show or early check-out unless the hotel policy allows it.

7. Land Transport Cancellation

For transfer and transport services:

• cancellation within the free period, if any, may be refundable,

• last-minute cancellation may incur full or partial charge,

• no-show at the pick-up point may be charged at 100%,

• delay by customer causing vehicle waiting time may incur extra charges.

If the service cannot be provided due to our confirmed transport failure, we may offer replacement transport, rescheduling, or refund as appropriate.

8. Educational & Recreational Tours Cancellation

For educational and recreational tours, cancellation charges may apply especially where:

• transport has already been reserved,

• tickets have been issued,

• venue access has been booked,

• meals or supervision have been arranged,

• guides or activity providers have been scheduled.

For school, youth, or group tours, group cancellation charges may be higher if the booking was made on special rates or dedicated allocations.

9. Visa Assistance

Visa fees, embassy charges, typing fees, courier fees, and processing charges are generally non-refundable once:

• the application has been prepared,

• documents have been submitted,

• or processing has started.

Visa refusal does not automatically entitle the customer to a refund of third-party charges already incurred.

10. Service Fees

Consultation fees, itinerary planning fees, amendment fees, convenience fees, or processing fees may be non-refundable once the relevant service has been substantially performed.

11. No-Show

No refund may be available if:

• you fail to appear on time,

• you miss the transfer or tour departure,

• you fail to check in,

• you fail to attend the venue,

• you lack proper documents,

• you are denied boarding or denied entry for reasons not caused by us,

• or you voluntarily do not use the booked service.

12. Supplier Cancellation

If a supplier cancels or materially changes a service, the available remedy will depend on that supplier’s policy. This may include: rebooking, credit note, alternate service, partial refund or full refund.

We will reasonably assist with the processing of the available option.

13. Defective or Non-Delivered Services

If a confirmed service arranged by us is not delivered, materially differs from what was confirmed, or is improperly performed due to our fault, we may offer: correction, re-performance, replacement arrangement, partial refund, full refund or another reasonable remedy.

14. Refund Method

Approved refunds will be made to the original payment method unless another method is agreed.

15. Refund Processing Time

Refund timing depends on the nature of the booking:

• direct agency refunds: within [7–14] business days after approval,

• airline / hotel / supplier refunds: subject to supplier and banking timelines,

• card refunds: subject to bank processing times.

16. Required Documents for Refund Review

To review a refund request, we may ask for:

• booking reference,

• passenger / traveler name,

• proof of payment,

• copy of passport where relevant,

• written cancellation request,

• and any supporting documents.

17. Medical or Emergency Requests

Where cancellation is due to medical reasons, bereavement, accident, official restrictions, or other emergency, we may submit a waiver request to the supplier, but approval remains subject to the supplier’s decision unless otherwise required by law.

Travel insurance is strongly recommended for these situations.

18. Complaints

For refund and cancellation requests, please contact:

Email: info@premiumdubai.ae
Phone: +971 5 2923 2311
Address: Unit 410, Fortune Tower, Cluster C, Jumeirah Lakes Towers, Dubai, UAE