Every booking is paid at the time of booking. This policy explains what happens when you cancel or move a visit, and how refunds are calculated.
Cancelling a one-off booking
You can cancel any one-off booking from the booking screen in your account. The refund depends on how long before the visit start time you cancel:
- More than 12 hours before the visit: 100% of the booking price is refunded.
- Between 12 and 2 hours before the visit: 50% of the booking price is refunded.
- Within 2 hours of the visit: the booking is non refundable.
Refunds are paid to your XAINA wallet in AED and can be used toward future bookings. Once a visit has started, only XAINA Support can cancel it.
Plan visits
Plan visits exchange the visit rather than money. If you cancel a plan visit more than 2 hours before it starts, the visit credit is returned to your account for a future visit. Within 2 hours, the credit is used. You can cancel a plan at any time from your account.
Rescheduling
You can move a one-off booking to any free slot up to 2 hours before the visit starts, from the booking screen. Plan visits can be moved within the same calendar month. A visit that has already started cannot be rescheduled.
If XAINA cancels
If XAINA has to cancel your visit, you are refunded in full to your XAINA wallet, and we will help you rebook at a time that suits you.
How to cancel or move a booking
Open the booking in your account and choose the cancel or reschedule option. The exact refund amount is always shown before you confirm. If you need help, raise a ticket from your account or email info@xaina.ae.