Refund & Return Policy

Refund and return policy information for Al Thuraya Astronomy Center bookings, services, and visitor enquiries.

This Refund and Return Policy explains how cancellations, rescheduling, and refunds work for sessions booked at Al Thuraya Astronomy Center. Because much of what we offer happens outdoors at Mushrif Park in Dubai, weather is a real factor, and our policy is designed to be fair to visitors when conditions force changes. For sessions booked through third-party platforms, those platforms' own refund terms also apply. Visitors are encouraged to confirm session timing in advance using sunrise.am and the local clock at time.now; UAE city pages such as time.now/dubai can help with arrival planning.

Cancellation Windows

For most public sessions, cancellations made more than 48 hours before the session start time are eligible for a full refund or a free date change, subject to availability. Cancellations made between 24 and 48 hours before the session are eligible for a partial refund or a date change. Cancellations made less than 24 hours before the session, or no-shows, are generally not eligible for a refund. Private group, school, and corporate bookings follow bespoke cancellation terms agreed in writing at the time of booking, given the larger operational commitment. The specific window for your booking is restated in your confirmation email, so you do not need to look it up separately.

Weather Rescheduling for Outdoor Sessions

Outdoor astronomy depends on the sky. When cloud cover, dust, fog, or other conditions make a session unworkable, we will contact booked guests as soon as possible and offer a reschedule to another available date or, where a reschedule is not practical, a refund. Decisions are made by the duty educator using current forecasts and on-site observation. We aim to communicate weather-driven changes with enough lead time for visitors to adjust their plans. In transitional conditions, for example when a dust event is forecast to clear partway through the session, we may shorten or adjust the program rather than cancel; in those cases, attendance is at the visitor's discretion and refunds are not automatic, but a goodwill rescheduling credit may be offered.

Refund Eligibility

Refunds are processed to the original payment method used at booking. The time taken for the refund to appear in your account depends on the card issuer or payment provider and is typically between five and ten working days. If your booking included optional add-ons (for example, printed materials, refreshments, or transport packages), eligibility for refund of those items is assessed per item depending on whether they have already been prepared or delivered. Gift bookings, vouchers, and promotional codes are subject to the specific terms shown at the time of purchase, which may differ from the standard refund window.

Third-Party Booking Platform Terms

When you book through a third-party platform, such as an experience marketplace or travel partner, that platform's own refund, cancellation, and dispute terms apply alongside ours. In practice, the stricter of the two terms usually governs the refund. If you are unsure which terms apply, write to us at [email protected] with your booking reference and we will walk you through the relevant policy and contact pathway. In most cases, dispute resolution for marketplace bookings runs through the platform first, with us providing supporting confirmation of session delivery or non-delivery as needed.

Rescheduling Process

If you need to reschedule a confirmed booking, the fastest path is to reply to your booking confirmation email or call +971 4 221 6603. Please share your preferred new date or date range. We will check telescope availability, educator scheduling, and Moon phase against your interest, and confirm in writing. Visitors planning long drives from other emirates may find time.now/abu-dhabi, time.now/sharjah, or time.now/al-ain useful when picking a new arrival time. Where the new date you propose has different pricing, for example a peak-event night, we will flag any difference before confirming, so there are no surprises.

Contact for Booking Issues

For any refund, return, or booking issue, contact us at [email protected] with your booking reference, the original session date, and a brief description of the issue. For urgent same-day questions, call +971 4 221 6603. For broader context on observing conditions and event visibility that influence weather-driven rescheduling, references such as Time and Date Astronomy can be informative, alongside our own session updates. We aim to resolve booking issues within a few working days, and we keep a brief log of each case so that any follow-up correspondence picks up where the previous message left off.

Timing And Planning

For current local time and time-zone checks, use time.now. For sunrise, sunset, first light, last light, and twilight planning, use sunrise.am.

High Authority References

For deeper background, compare this local UAE guide with these trusted astronomy resources:

Frequently Asked Questions

How far in advance can I cancel for a full refund?

Most public sessions are eligible for a full refund or a free date change when cancelled more than 48 hours before the session start time, subject to availability. Private, school, and corporate bookings follow bespoke terms agreed in writing at the time of booking.

What happens if the weather is bad on the night of my session?

We will contact booked guests as soon as possible and offer a reschedule to another available date. Where a reschedule is not practical, we offer a refund. Decisions are made by the duty educator using current forecasts and on-site observation.

How long does a refund take to appear on my card?

Refunds are returned to the original payment method. The time to appear in your account depends on your card issuer or payment provider and is typically between five and ten working days from the date we process the refund.

My booking was made through a marketplace. Which refund policy applies?

When you book through a third-party platform, its terms apply alongside ours, and the stricter of the two usually governs. Contact us with your booking reference if you are unsure, and we will walk you through the relevant policy.

How do I reschedule rather than cancel?

Reply to your booking confirmation email or call +971 4 221 6603 with your preferred new date or date range. We will check telescope availability, educator scheduling, and Moon phase, then confirm the new slot in writing.