Refund policy
Last updated: 2026-01-10
1. General information
GiftHorse FZCO (“we”, “our”, “us”) sells digital gift vouchers and experience bookings in the United Arab Emirates.
All purchases are subject to this Refund & Cancellation Policy, applicable UAE consumer protection law, and any specific terms shown on each product page.
By completing a purchase on gifthorseuae.com, you agree to this Refund & Cancellation Policy.
2. Cancellation window and eligibility
2.1. Standard experiences and gift vouchers
• You may request a cancellation and full refund up to 48 hours before the scheduled start time of the experience.
• After this 48‑hour deadline has passed, the booking becomes non‑refundable because the service is considered confirmed with our experience partners.
2.2. No‑show and late arrivals
• If you do not attend the experience at the booked date and time (“no‑show”), no refund will be provided.
• Late arrivals may result in reduced service time or refusal of service, without a refund, as determined by the experience provider.
2.3. Used or partially used vouchers
• Once a voucher has been redeemed or partially used, it is non‑refundable.
3. Date changes and exchanges
3.1. Free date change
• You may request one free date change up to 48 hours before the scheduled start time, subject to partner availability.
• Date changes requested less than 48 hours before the experience start time may be refused or treated as a no‑show, at our discretion and the discretion of the provider.
3.2. Exchange for another experience
• Before redemption and within the 48‑hour cancellation window, you may request to exchange your voucher for another experience of equal or higher value (you pay the difference if the new experience is more expensive).
• If the new experience costs less, the difference may be issued as store credit at our reasonable discretion.
4. Provider cancellations and force majeure
4.1. Provider‑initiated cancellations
• If an experience is cancelled by the provider or by us (for example, due to operational issues, safety reasons, overbooking), you will be offered:
– a new date for the same experience, or
– an equivalent experience, or
– a full refund to your original method of payment.
4.2. Force majeure
• In case of events outside our reasonable control (including but not limited to extreme weather, government restrictions, acts of God, or similar situations), we will work with you and the provider to offer a new date or alternative experience.
• Where re‑booking is not possible, an exchange or refund may be offered at our reasonable discretion.
5. How to request a cancellation, date change, or refund
To request a cancellation, date change, exchange, or refund, please contact us before your 48‑hour cancellation deadline using one of the channels below:
• Email: gifthorse.partner@gmail.com
• Phone / WhatsApp: +971 55 653 1638
• Contact form on our website: https://gifthorseuae.com (Contact Us section)
Please include your order number, voucher code, full name, and your preferred option (refund, date change, or exchange).
We aim to review your request within 2 business days.
6. Refund method and processing time
• Approved refunds will be issued to the original payment method used for the purchase (for example, payment card or digital wallet).
• Once your refund is approved, we aim to process it within 5–7 business days.
• Your bank or payment provider may require additional time to post the funds to your account. This timeframe is outside our control.
7. Non‑refundable products and exceptions
Unless otherwise stated on the product page, the following are non‑refundable:
• Bookings where the cancellation request is submitted less than 48 hours before the scheduled start time.
• No‑show bookings.
• Experiences that have been redeemed or partially used.
• Experiences that clearly state “non‑refundable” or “date cannot be changed” on the product page or during checkout.
If a specific experience has different cancellation terms, the terms shown on the product page and in your booking confirmation email will prevail over this policy.
8. UAE consumer rights
Nothing in this policy limits your rights under applicable UAE consumer protection law.
If an experience is not delivered as described, is defective, unsafe, or not provided at all, you may be entitled to re‑booking, replacement, or a refund in accordance with UAE regulations.
9. Contact
If you have any questions about this Refund & Cancellation Policy, please contact us at:
Email: gifthorse.partner@gmail.com
Phone / WhatsApp: +971 55 653 1638
Registered entity: GiftHorse FZCO, UAE