أسئلة وأجوبة
I purchased a tour voucher from a holiday agency in Dubai and could not use due to a visa issue. Can I still claim it?
I purchased a tour voucher from a holiday agency in Dubai in 2023 worth AED 4239.00, but was not able to use it due to a visa problem.
I have constant email and communication through phone with them, and they informed me back then that my voucher will be available and has no expiration date that I can use anytime I want.
Now I wanted to use it, so I called them last Saturday, 31st May 2025, and they told me it has already expired due to the new policy.
Can I still claim and ask for my money back?
Dear Inquirer,
Thank you for your message.
If the holiday agency clearly informed you in writing that the voucher had no expiration, and you have evidence (emails or recorded calls), you may have a valid legal claim despite their new policy.
UAE consumer protection laws may support your right to either use the service or request a refund.
To assess your case and take the necessary legal steps, we recommend booking a consultation or authorizing our office to act on your behalf.
Contact Future Vision for Advocacy and Legal Consultancy to proceed.
We are happy at Future Vision Law Advocates and Legal Consultancy to assist you and provide the best legal services that meet your needs.
To contact us, you can call or WhatsApp us.
Dear questioner
You have explicit communication (emails, phone conversations where they stated this) from the holiday agency confirming that your voucher had "no expiration" and you could "use it anytime."
This is a crucial point and constitutes a verbal/written agreement that overrides their standard terms, especially if they didn't communicate a change in policy to you at that time.
Send a formal mail to the company regarding a refund, and if they do not give a positive response, then file a complaint in the consumer forum.
Thank you for your message and for explaining the situation.
From what you've shared, it appears that your case may fall under consumer protection laws in the UAE, particularly if you were previously assured that the voucher had no expiry and now the company has unilaterally changed its terms.
If you have written communication confirming that the voucher was valid without limitation, this could be used to support a claim for either honoring the voucher or refunding the amount.
We can assist you in sending a formal legal notice to Holiday Factory and, if necessary, escalate the matter through the Dubai Department of Economy and Tourism (DET) or Dubai Courts for a refund or equivalent relief.
The strength of your claim will depend on the documentation and proof of those representations.
I would recommend that we schedule a consultation to review your documents in detail and move forward with an appropriate legal strategy.
Please feel free to contact me on WhatsApp or phone to discuss this further and book a time.
Kind regards,
Suhail Rana
Advocate & Legal Consultant
