Help centre
Frequently asked questions
Booking, payment, cancellations, pickups and the operators behind each experience.
Booking
- Can I book online?
- Yes. Experiences showing a published rate and a 'Bookable online' badge can be reserved by date and guest count and paid for through our secure payment page. Everything else is quoted on enquiry, because we do not publish a price until the operator has approved it.
- Why do some experiences show 'Price on request'?
- Because the supplier record, inclusions or cancellation deadline are still being contracted. Publishing an indicative figure before that is agreed would be misleading, so we hold the listing at quote-on-request until it clears our validation register.
- How far in advance should I book?
- Desert safaris and transfers usually accept 24 hours' notice. Burj Khalifa sunset slots, yacht charters and anything over the December to February peak should be booked one to three weeks ahead.
- Can I book for someone else?
- Yes. Enter your own contact details as the lead booker and the travelling guests' names in the traveller section — the voucher is issued in the travellers' names.
- Is there a minimum age or health restriction?
- It varies by experience and is listed on each product page. Dune bashing, ziplines and watersports carry the most restrictions; tell us about pregnancy, back or neck conditions and mobility needs at the time of booking.
Payment and vouchers
- When am I charged?
- Only after we have reconfirmed availability with the operator. You receive the final payable total and the applicable cancellation deadline in writing first, then a secure payment link.
- How do I receive my ticket?
- As a dated e-voucher by email, carrying your booking reference, the operator's name, the meeting point or pickup window and any entry conditions. Show it on your phone — nothing needs printing.
- Is my payment secure?
- Payments are processed on the acquiring bank's hosted payment page. Card details are entered on the gateway, not on tourmora.online, and we never see or store your full card number.
- What if the operator cannot confirm my date?
- We offer the nearest available alternative date or a full refund of anything already paid. You are never charged for a reservation we cannot fulfil.
Changes and cancellations
- Can I change my date?
- Usually, within the operator's amendment window and subject to availability. Email us with your booking reference as early as you can — same-day changes to transfers and private charters are the hardest to accommodate.
- What are the cancellation terms?
- They are set by the operator and differ by experience, so they are shown on the product page and repeated in your confirmation. Attraction tickets are typically non-refundable once issued; tours and transfers usually allow free cancellation up to 24 or 48 hours before.
- How long do refunds take?
- We release approved refunds to the original payment method within five business days. Your bank then typically takes a further five to ten days to post it.
- What happens if weather cancels my activity?
- Sea, desert and mountain activities can be cancelled by the operator on safety grounds. You are offered a re-book or a full refund of the affected component — that is standard across every operator we contract.
On the day
- Who actually operates the experience?
- Licensed third-party operators. We name the operator and confirm whose terms apply before you pay, and our reservation contract with you sits alongside their operating terms.
- How does hotel pickup work?
- Pickups are given as a window rather than a fixed minute, because drivers collect several parties. Wait in the main lobby from the start of the window; your driver's mobile number is on your voucher.
- What should I bring?
- Your voucher, photo ID, and whatever the experience notes call for — closed shoes for the desert, modest dress for mosques and heritage sites, swimwear and a towel for boat charters.
- Something has gone wrong while I am travelling.
- Email management@tourmora.online with your booking reference in the subject line. On-trip issues go to the front of the queue during support hours (Sunday to Thursday, 09:00 - 18:00 (GST). Enquiries received outside these hours are answered on the next working day.).
About TourMora
- Who is behind TourMora?
- TourMora is operated by VAINEX - FZCO, a freezone company registered in Dubai under trade licence 53401 at IFZA Business Park, Dubai Silicon Oasis.
- Do you handle outbound travel from the UAE?
- Yes — holiday packages and multi-country itineraries are arranged on an itinerary-request basis, with a written quote and a secure payment link rather than instant online booking.
- Do you work with suppliers?
- We contract directly with licensed activity operators, transport fleets and charter companies. Send your trade licence and insurance certificate to our partnerships address to start the conversation.
Still need help? Contact the team — we reply within one UAE business day.