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All Terms and Conditions apply without exclusion, once you have purchased the ticket(s) for yourself and/or your companions (herein referred to as you), for any tour or service provided by Frying Pan Tourism L.L.C.. and our tour guides (herein referred to as Company, we, us, and our.) The Tour referred to herein is (1) for physical tours, the duration between when our tour guide commences and concludes the Tour with you and/or your companions, for which you have booked a ticket(s) (2) for Scavenger Hunts (2) for virtual experiences and home-delivered boxes, the virtual session / product or home-delivered product that you have purchased.

COVID-19 Waiver of Liability

You acknowledge the contagious nature of the Coronavirus/COVID-19. You further acknowledge that Frying Pan Tourism L.L.C. has put in place preventative measures to reduce the spread of the Coronavirus/COVID-19. You further acknowledge that Frying Pan Tourism L.L.C. cannot guarantee that you will not become infected with the Coronavirus/Covid-19.

You understand that the risk of becoming exposed to and/or infected by the Coronavirus/COVID-19 may result from the actions, omissions, or negligence of yourself and others, including, but not limited to, tour and restaurant staff, and other tour clients and their families. You voluntarily seek services provided by Frying Pan Tourism L.L.C. and acknowledge that you are increasing your risk to exposure to the Coronavirus/COVID-19. You acknowledge that you must comply with all set procedures to reduce the spread while attending your tour.

You attest that:

You are not experiencing any symptom of illness such as cough, shortness of breath or difficulty breathing, fever, chills, repeated shaking with chills, muscle pain, headache, sore throat, or new loss of taste or smell.
You do not believe you have been exposed to someone with a suspected and/or confirmed case of the Coronavirus/COVID-19.
You have not been diagnosed with Coronavirus/Covid-19 and not yet cleared as non contagious by local public health authorities
You are following all government recommended guidelines as much as possible and limiting your exposure to the Coronavirus/COVID-19.

You hereby release and agree to hold Frying Pan Tourism L.L.C. harmless from, and waive on behalf of yourself, your heirs, and any personal representatives any and all causes of action, claims, demands, damages, costs, expenses and compensation for damage or loss to yourself and/or property that may be caused by any act, or failure to act of the Company, or that may otherwise arise in any way in connection with any services received from Frying Pan Tourism L.L.C.. You understand that this release discharges Frying Pan Tourism L.L.C. from any liability or claim that you, your heirs, or any personal representatives may have against the Company with respect to any bodily injury, illness, death, medical treatment, or property damage that may arise from, or in connection to, any services received from Frying Pan Tourism L.L.C.. This liability waiver and release extends to the company together with all owners, partners, and employees.

Food and Beverage Consumption

All Food and Beverages are halal as per UAE law for food-establishments. No pork or alcohol will be included on the Tours.
All Food and Beverages consumed during the Tour or from the Tour Goodie Bag are from third party establishments (i.e. restaurants, cafes, markets and other related food establishments). We play no role in procuring ingredients or preparing the food/beverages served. Hence, we are unable to take any responsibility for any sickness, illness or injury caused to you or your companions as a result of visiting these establishments or consuming their food and beverages within.
For any experiences which involve procuring ingredients from the market and cooking them for a meal, the guest agrees to take FULL and UNCONDITIONAL liability of the foods consumed and will not hold us or any of our third party vendors/contractors responsible.
You understand, accept, and take full responsibility for the potential risks and hazards of consuming foods and beverages during the Tour.

Dietary Restrictions, Allergies and Medical Conditions

You are required to let us know of any (a) dietary restrictions, (b) allergies and (c) other medical conditions related to either walking or eating/drinking, at the time of booking a ticket for the Tour.
While there is no guarantee of our being able to accommodate any dietary restrictions, we will do our level best to do so.
In the case of dietary restrictions or allergies, it is imperative that you remind us of the allergy before consuming any food/beverage during the Tour, so that we can verify with the restaurant / food establishment regarding the ingredients.
While we will do our level best to see that allergies that have been communicated to us are well taken care of, we cannot take any responsibility for any incidents resulting due to allergies caused to you as a result of food or beverage consumption from third party establishments during the Tour.
In the case of any extreme allergies or medical conditions, we reserve the right to request you to not attend the Tour, and will refund the full price of the ticket booking.

Tour Participation

You understand and confirm that your participation in the Tours is completely voluntary.
You have read and complied with the age restrictions on the Tour.
You take responsibility for ensuring that you are mentally and physically capable of participating in the Tour.
You agree to comply with the instructions in English of the tour guide.
If in the opinion of the tour guide, your behaviour or physical condition is detrimental to the safety, welfare and well-being of the group as a whole, or if we consider that your general well-being will be put at risk by continuing with the Tour, you may be asked not to participate in the Tour without the right to any refund of the price.
You fully comprehend and accept all of the risks associated with your participation in the Tours including, without limitation, injury or death resulting from exposure to unfavourable weather conditions, food sickness, allergic reactions, choking, and injuries arising from self-inflicted accidents or mishaps, other participants, motor vehicles, and pedestrians. You understand that the tours take place in public venues under conditions largely beyond our control.

Late Arrival Policy

Public Tours: Guests running late past the tour start time assume full responsibility for finding the group and joining the tour. The guide is not responsible for answering phone calls after the tour start time, for coordinating with any latecomers, nor for providing missed information/food for guests who join after the tour has already started.
Private Tours: For private groups running 10 to 20 minutes late past the stated tour start time, the guide may shorten the route at his/her own discretion. The tour is automatically cancelled without any refund/rescheduling options if the group fails to show up after 20 minutes have passed since the tour start time. In the case of a few latecomers in the group, the guide is not responsible for answering phone calls after the tour has commenced, nor for providing missed information/food for guests who join after the tour has already started. This policy applies regardless of whether the group has informed the guide of their running late or not.

Changes to Tour Itinerary

Please note that our tour routes and featured stops, including restaurants and other establishments, are subject to change. These changes can occur due to unforeseen circumstances such as lack of availability, closures or operational adjustments at any of our planned locations. In the event of such changes, our team will adapt the tour to offer a comparable experience. However, we do not offer refunds due to these alterations, as they are beyond our control. We appreciate your understanding and flexibility, and are committed to ensuring you have a delightful and memorable experience with us.

Tour Participant Conduct

At all times during the Tour, you are expected to have consideration for your fellow tour participants and other third parties.
For the benefit of everyone, we reserve the right to remove any participant whose conduct is deemed to pose a risk or nuisance to others. We will not refund or cover any cost or expenses incurred due to unacceptable behavior.

Medical Treatment

You authorize Frying Pan Tourism L.L.C. to provide to you, through medical personnel of its choice, customary medical assistance, transportation, and emergency medical services. This consent does not impose a duty upon Company to provide such assistance, transportation, or services.

Ticket Booking and Payment

Prices quoted are in AED (UAE dirhams), unless stated otherwise.
Every individual seeking to participate in our Tours is required to book a ticket using our online reservation system.
In the case of an online reservation, an advance payment must be made at the time of booking via our online payment system. Only bookings with complete payments will receive a confirmation and a space in the desired Tour.
To participate in our Tours, you must have an email confirmation from our team.

Tour Price

The tour price does include the all Food and Beverages that the tour guide recommends and orders for the group at each food establishment throughout the tour, unless stated otherwise (on the tour page) at the time of booking the tour.
The tour price may or may not include any transport to the tour starting point or from the tour ending point, as stated on the website page for the Tour.
The tour price may or may not include any transport that the tour guide may use for the group during the tour (e.g. a shuttle bus might be used if tour stops are too far away from each other to walk the distance.)
The tour price does not include any items (e.g. Food and Beverages, souvenirs, etc.) that the tour participant may choose to purchase beyond what is already provided by the tour guide. In such cases, the tour guide will either collect the extra payment from the tour participant or the participant may pay the third party vendor directly on the tour.

Minimum Tour Attendance

Our public tours are subject to minimum bookings as stated on the tour page on our website. In the unfortunate event that we do not have the minimum tour group size, we may reach out for a cancellation at least a day prior to the tour and refund any payments made towards booking the tickets.
Our private tours are determined on a case-by-case basis and will be communicated to the guest at the time of booking a private tour.

Cancellations/Rescheduling on Behalf of Tour Participant

Please note that all gift certificates and digital tour guides (including PDF guides and The Ultimate Guide to Dubai’s Spice Souk) are non-refundable for any reason.

GIFT CARDS/GIFTED TICKETS

We do not guarantee available dates/tours in the case of gift certificate purchase. Please note that our tour availability during the summer months (June to September) is extremely limited. However, if we are closed for a period extending 3 weeks for any reason, we will extend your gift certificate validity by the same time that we were closed during your gift certificate validity period. In order to avail yourself of this extension, please email us at least 1 week before your gift certificate expires. We will be unable to extend a certificate once the expiry date has been crossed.

TICKET TYPES AND CHANGE POLICIES ON SHARED TOURS:

We offer 2 ticket types. The non-refundable ticket may not be changed/refunded for any reason once booked.

On public tours, the flex ticket may be either (a) rescheduled or (b) refunded minus a 35 AED cancellation fee per ticket, anytime up to an hour before the tour commences. Within an hour of the tour start time, no changes are possible on a flex ticket. Once rescheduled, a flex ticket will become non-refundable/non-reschedulable.

For tours purchased with a gift cards or as gifted tickets, refunds will be credited back to the original gift code only in the case of Flex Tickets being purchased. No refunds will be made back to the gift card or gifted ticket in case of non-refundable tickets.

CHANGE POLICIES ON PRIVATE TOURS OF 14 PEOPLE OR LESS

21 days or more before tour date: All tickets may be fully refunded or rescheduled.
8 to 21 days before tour date: Tour may either (a) be rescheduled for a fee of AED 25% of the original group ticket price paid or (b) partially refunded (70% of total price paid).
7 or less days before tour date: No changes possible.
Only one date reschedule possible per private group booking, depending on availability.
In the case of reductions in the group size, the same refund policy as above applies. A full refund 21 days or more before tour date; partial refund (70% of the difference) 8 to 21 days before tour date; no changes 7 days or less before tour date.
If gift cards or gifted tickets have been used for any portion of the private tour booking, any full or partial refunds due will be made to the original gift card or gifted ticket.

As an example, if the tour is on the 25th of November:

Full refunds/free rescheduling is possible up until the 4th of November only (= 25th Nov minus 21 days)
Between the 5th of November and 17th of November ( = 25th Nov – 7 days), the partial refund/pay-to-reschedule policy applies.
18th November onwards, no changes would be possible.

CHANGE POLICIES ON PRIVATE TOURS OF 15 PEOPLE OR MORE

This policy will apply unless any other policy was communicated in writing or email, in which case the latter will apply.

21 days or more before tour date: 90% refund or reschedule once to a new date, subject to availability.
8 to 21 days before tour date: Tour may either (a) be rescheduled for a fee of AED 25% of the original group ticket price paid or (b) partially refunded (70% of total price paid).
7 or less days before tour date: No changes possible.
In the case of reductions in the group size, the same refund policy as above applies. The total difference will be refunded at 90% if 21 days or more before tour date or 70% if 8 to 21 days before tour date; no changes 7 days or less before tour date.

CHANGE POLICIES FOR SELF-PLAY OLD DUBAI SCAVENGER HUNT

Tickets once purchased are not refundable but can be rescheduled to any convenient date of your choice within 12 months of the original game date chosen.

GROUP SAFETY
We may request any guest exhibiting symptoms of being sick (including cough, cold, etc.) to refrain from joining the tour. Change policies as per ticket type and tour selected will apply in this case.

RAIN/INCLEMENT WEATHER ADVISORY OR OTHER EMERGENCIES
If there are heavy rains, winds or storms (sand or thunder) of any kind that might adversely affect the tour, we often send out emails and update our online tour updates page with a weather advisory update. However, even if you do not receive this email and the weather is bad on the day of your tour, please call or WhatsApp us at +971-56-471-8244 before you leave for the tour to confirm that we are still going ahead with the experience. In the case of a cancellation due to inclement weather, we will offer a reschedule to any date of your choice or a full refund, as per your preference. If the weather takes a turn for the worse after an experience has already started, we will issue a partial refund based on what percentage of the tour was left unfinished (as calculated by duration of the tour that was left incomplete – for instance if we only completed 2 out of 4 hours of the tour, we will refund 50% of the ticket price before VAT and any processing fees).

If we do continue to operate in rainy weather, guests would be required to carry their own umbrellas/raincoats. We will provide refund or rescheduling options to all guests only in the case of a cancelled tour.

For private tour bookings, change policies are as stated at the time of booking.

Cancellations on Behalf of Frying Pan Tourism L.L.C..

We expressly reserve the right to cancel a Tour at any time, in the case of unforeseen circumstances, even though this situation is highly unlikely to arise.
In a situation where we have cancelled the Tours at our end, we will fully refund all ticket bookings for that day OR reschedule the Tour to another date of your preference. You will have complete discretion in determining whether to obtain a refund or reschedule your Tour.

Tour Itinerary

The Tour may be customized by the tour guide(s) through the duration of the tour based on a number of factors, including participants’ interest, seats available at a restaurant, participants’ pace of walking, allergies/dietary restrictions of participant(s) on the Tour, and other such factors.
We do not assume any responsibility for any sight, attraction, shop, food establishment or any such stop on the Tour route that may unexpectedly (a) be shut down or We do not assume any responsibility for any food establishment on the Tour route that may unexpectedly (a) be shut down or (b) have run out of a certain food or beverage item.

Transportation: Walking & Mobile Transport

You agree that you are able and willing to walk throughout the distance and duration listed on the website for that specific tour.
You are responsible for your own safety while walking during the Tour. We will do everything in our capacity to follow a safe Tour route, but we do not claim responsibility for any illness, injuries, accidents, loss, damage or theft caused to you by a third party (either person or organization) during the Tour.
On selected Tours, we may contract with an external vendor (organization or person) to provide transportation services during the Tour. We are unable to assume any liability for accidents, delays, injuries, loss or damage due to any act or default of such external vendors, engaged in transporting passengers.

Audio Equipment on the Tour

On any tours where audio equipment is distributed to our guests for their use on the tour, you are required to treat the equipment with care during the duration of the tour.
All audio equipment must be returned to your Frying Pan Tourism host at the conclusion of the tour.
Any equipment that is damaged in any form or lost by you will incur a charge of at least AED 200.00 or more in cash, depending on the situation assessed by your tour guide. This charge will be payable immediately on the tour.

Personal Belongings

You are wholly responsible for your own personal belongings throughout the Tour. We are unable to claim responsibility for any belonging that may have been lost or stolen from you by a third party during the Tour.

Release of Liability

To the maximum extent permitted by law, Frying Pan Tourism L.L.C.. accepts no responsibility for any damage, loss, accident, sickness, injury or death that you or anyone else may suffer or incur arising out of the Tours and/or in connection with your booking and tour with us. This includes but is not limited to exposure, infection, and/or spread of COVID-19 related to participating in the Company’s tours or utilizing any other services from the Company. You are advised to have comprehensive travel and health insurance. All personal effects are at your sole risk at all times during the Tour. By purchasing the ticket(s), you and/or your companions affirm that you have all fully understood and agree to these Terms and Conditions.

Terms & Conditions