Cancellation & Refund Policy

Last revised: March 15, 2026

At MuseuTicke, we understand that travel plans can change unexpectedly. This Cancellation and Refund Policy outlines the terms, timelines, and procedures for modifying or cancelling your museum ticket bookings. We aim to be as flexible as possible while respecting the allocation agreements we maintain with our Partner Museums.

1. Standard Cancellation Timeline

The following refund schedule applies to all standard ticket bookings processed through our platform:

• 48+ hours before scheduled visit: Full refund (100% of the ticket price) — no questions asked.
• 24–48 hours before scheduled visit: Partial refund (50% of the ticket price).
• Less than 24 hours before scheduled visit: Non-refundable — however, date changes may be available depending on museum availability.
• No-show (failure to attend): Non-refundable.

2. Refund Processing

Approved refunds are processed to the original payment method used at the time of purchase. Processing timelines are as follows:

• Credit/Debit Cards: Refunds typically appear on your statement within five (5) to ten (10) business days, depending on your card issuer.
• Digital Wallets: Refunds to digital wallets are generally processed within three (3) to five (5) business days.

If you have not received your refund within fifteen (15) business days of our confirmation, please contact our support team with your booking reference number.

3. Date Changes and Modifications

Subject to availability at the relevant Partner Museum, you may request a date change for your booking at no additional cost if the request is made at least 24 hours before your originally scheduled visit. Date change requests made less than 24 hours before the scheduled visit may incur a rebooking fee of AED 15 per ticket. Each booking may be modified a maximum of two (2) times.

4. Group Bookings

For group bookings of ten (10) or more tickets, the following adjusted terms apply:

• Cancellations made 7+ days in advance: Full refund.
• Cancellations made 3–7 days in advance: 75% refund.
• Cancellations made less than 3 days in advance: 25% refund.

Group bookings may also be partially cancelled — i.e., you may reduce the number of tickets while retaining the remainder.

5. Exceptions and Special Circumstances

Full refunds, regardless of the above timelines, will be issued at our discretion in the following circumstances:

• Museum closure due to unforeseen events (maintenance, holidays, government directives, or natural disasters).
• Duplicate charges resulting from technical errors on our platform.
• Material discrepancy between the ticket description on our platform and the actual museum experience.
• Verified medical emergencies supported by documentation (e.g., hospital discharge papers, medical certificates).

6. Non-Refundable Items

The following are non-refundable under all circumstances:

• Tickets explicitly marked as “Non-Refundable” or “Final Sale” at the time of purchase.
• Promotional or discounted tickets where refund exclusions are clearly stated during checkout.
• Add-on services (audio guides, guided tours, transportation) once the service has been partially or fully delivered.

7. How to Request a Cancellation

To initiate a cancellation, please use one of the following methods:

• Email: Send your booking reference number and cancellation reason to [email protected].
• Contact Form: Submit a request through our Reach Us page, selecting “Refund Request” as the subject.
• Phone: Call us at +971 4 321 8800 (available 24/7).

Cancellation requests are acknowledged within two (2) hours and processed within one (1) business day.

8. Contact

For questions about this policy, contact our Customer Experience team:
Email: [email protected]
Phone: +971 4 321 8800
Office: Office 1201, Boulevard Plaza Tower 1, Downtown Dubai, UAE