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Terms and Conditions

Last updated [July 2026]

These Terms and Conditions govern access to and use of the Galleria Tours website, enquiries and quotation requests, travel bookings and related services, payments made to Galleria Tours FZCO, and communications and transactions entered into with the Company.

You should read these Terms carefully before submitting an enquiry, making a payment or confirming a booking.

By using the website, accepting a quotation, instructing Galleria Tours to proceed, making any payment or using a confirmed service, you agree to these Terms and any booking-specific or supplier conditions communicated to you.

1. Company Information

Galleria Tours FZCO is an inbound and outbound tour operator registered in the Dubai Multi Commodities Centre, Dubai, United Arab Emirates.

In these Terms, “Galleria Tours,” “the Company,” “we,” “us” and “our” refer to Galleria Tours FZCO.

Company     Galleria Tours FZCO

Address       Office 812, Goldcrest Executive Tower, Cluster C, Jumeirah Lakes Towers, Dubai, United Arab Emirates

Email            info@galleriatours.com

Website        www.galleriatours.com

2. Definitions

For these Terms:

Booking: A travel service that has been accepted and confirmed by Galleria Tours in writing after satisfaction of the applicable payment and supplier-confirmation requirements.

Customer: The person, company, travel agency, tour operator or organisation requesting or purchasing services.

Lead Traveller: The person making or managing a booking on behalf of one or more travellers.

Supplier: An independent hotel, airline, transport operator, attraction, guide, restaurant, destination company, cruise operator, visa provider, insurer or other third-party service provider.

Traveller: Every person participating in or benefiting from a booked service.

Services: Travel-related products, arrangements and support offered, arranged or supplied by Galleria Tours.

3. Acceptance and Contract Formation

Website content, advertisements, sample itineraries, verbal discussions, provisional reservations and quotations are invitations to enquire and do not constitute a binding offer or confirmed booking.

A booking becomes binding only when:

1. The Company has received complete and accurate information.

2. The required deposit or full payment has been received in cleared funds.

3. The relevant supplier has confirmed availability.

4. Galleria Tours has accepted the request.

5. A written confirmation, voucher or booking reference has been issued.

An automated acknowledgement, payment receipt or message confirming that a request has been received does not, by itself, confirm the service.

Galleria Tours may reject or decline any booking request before written confirmation without being required to provide a reason, subject to applicable law

4.Contracting Capacity and Authority

The person making a booking must:

  • Be at least 18 years old

  • Have legal capacity to enter into the transaction

  • Be authorised to act for every traveller included

  • Be authorised to use the payment method

  • Ensure that all travellers understand the applicable conditions

  • Accept financial responsibility for the booking

A travel agency, tour operator, company or group organiser making a booking is responsible for communicating all relevant terms, restrictions, deadlines and itinerary information to the travellers.

Galleria Tours is entitled to rely on the instructions of the Customer or Lead Traveller until written notice of a change in authority is received and accepted.

5. Order of Precedence

Where documents conflict, the following order generally applies:

  1. A separately signed contract.

  2. The final written booking confirmation or quotation.

  3. The specific cancellation and payment conditions.

  4. The applicable supplier’s conditions.

  5. These Terms and Conditions.

  6. General website or promotional content

A separate corporate, agency, group or supplier agreement may replace or modify these Terms.

6. Role of Galleria Tours and Independent Suppliers

Galleria Tours may provide certain services directly and may arrange other services supplied by independent third parties.

Unless expressly stated otherwise in writing, hotels, airlines, transport providers, attractions and other third-party suppliers operate independently and are responsible for the performance, safety, scheduling and delivery of their respective services.

Galleria Tours does not own, operate or control every supplier used in an itinerary.

Supplier descriptions, images, classifications, schedules and policies may be provided by the relevant supplier or another third-party source.

The appointment of a supplier does not constitute a guarantee that every aspect of the supplier’s service will meet a traveller’s personal expectations.

Nothing in this section excludes any responsibility that cannot lawfully be excluded.

7. Quotations

A quotation is based on:

  • The information supplied by the Customer

  • Availability at the time the quotation is prepared

  • Applicable currency rates

  • Supplier pricing

  • Group size and occupancy

  • Travel dates

  • Stated inclusions

  • The commercial conditions existing at that time

Unless expressly stated otherwise:

  • A quotation is not a reservation

  • Prices are not held until confirmed

  • Availability may change without notice

  • A quotation may be withdrawn or revised before confirmation

  • Prices may change if traveller numbers, names, dates or services change

  • Group rates may be recalculated if the group size decreases

  • Promotional rates may carry restrictive conditions

  • Verbal prices are not binding

Only the final written confirmation determines what has been booked.

8. Pricing, Taxes and Additional Charges

Prices are stated in the currency shown in the quotation.

Unless expressly included, the price may exclude:

  • Tourism Dirham

  • Municipality or destination taxes

  • Resort fees

  • Security deposits

  • Incidental hotel charges

  • Early check-in or late check-out

  • Optional activities

  • Porterage

  • Gratuities

  • Visa fees

  • Insurance

  • Bank charges

  • Currency-conversion costs

  • Payment-gateway charges

  • Delivery or administrative charges

  • Government-imposed fees

  • Charges payable directly at the destination

The Customer is responsible for reviewing the inclusions and exclusions before payment.

Galleria Tours may correct an obvious pricing, technical, system or calculation error before or after a request is submitted.

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Where an error affects a confirmed booking, the Company may, subject to applicable law, offer the Customer the option to:

  • Pay the corrected amount

  • Accept a reasonable alternative

  • Cancel the affected service and receive a refund of the amount paid to Galleria Tours for that service

Galleria Tours is not required to honour a price that a reasonable person would recognise as an obvious error.

9. Payments

Payment must be made:

  • In the currency requested

  • By the stated deadline

  • Through a method approved by Galleria Tours

  • From a lawful and authorised source

A reservation may be released without notice if payment is not received in cleared funds by the deadline.

The Customer is responsible for:

  • Transfer charges

  • Correspondent-bank fees

  • Card charges

  • Currency differences

  • Payment-gateway costs

  • Shortfalls in the amount received

Galleria Tours may suspend confirmation or service delivery until the full amount due has been received.

Payments are applied to outstanding invoices as determined by the Company unless otherwise agreed in writing.

Credit facilities apply only where expressly approved in a written agreement signed by an authorised representative of Galleria Tours.

10. Payment Security and Fraud Prevention

Payment instructions are valid only when issued through an authorised Galleria Tours communication channel.

Customers must independently verify any unexpected change to bank details or payment instructions.

Galleria Tours is not responsible for money sent:

  • To an incorrect account

  • To an unauthorised person

  • In reliance on a hacked, altered or fraudulent message

  • Without reasonable verification of changed instructions

The preceding exclusion applies except to the extent that the loss was directly caused by the Company’s proven breach of a mandatory legal duty.

The Company may request identification, cardholder verification, proof of payment or information concerning the source of funds.

A booking may be suspended or cancelled where fraud, unauthorised payment, chargeback risk or suspicious activity is reasonably suspected.

11. Confirmation Documents

The Customer must review confirmations, vouchers, invoices, names, dates, routes, room categories, meal plans and other details immediately.

Any error must be reported in writing without delay.

Galleria Tours is not responsible for additional costs resulting from an error that was visible in the confirmation but was not reported within a reasonable period before the service, except to the extent such responsibility cannot lawfully be excluded.

Travel documents and vouchers may be issued electronically.

Customers are responsible for ensuring that they can access and present the required documents.

12. Amendments Requested by the Customer

All amendment requests must be submitted in writing.

An amendment is subject to:

  • Supplier approval

  • Availability

  • Repricing

  • Applicable penalties

  • Fare or rate differences

  • Administrative charges

  • Any revised terms imposed by the supplier

A request is not effective until accepted by Galleria Tours in writing.

Changes to names, dates, room categories, routes, group size or traveller details may be treated by a supplier as cancellation and rebooking.

Where an amendment is requested after confirmation, Galleria Tours may charge a reasonable service or administration fee in addition to supplier charges.

13. Customer Cancellations

Cancellation requests must be submitted in writing by the Customer or an authorised representative.

A cancellation becomes effective only when received and acknowledged by Galleria Tours.

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The Customer is responsible for:

  • Supplier cancellation charges

  • Non-refundable amounts

  • No-show charges

  • Payment and banking costs

  • Amounts already committed or paid to suppliers

  • Services already performed

  • Any disclosed Galleria Tours administration or cancellation fee

Certain bookings may be fully non-refundable immediately after confirmation, including promotional accommodation, event-period reservations, attraction tickets, flights, visas, group services and specially contracted arrangements.

The cancellation terms stated in the quotation or confirmation take priority over general cancellation expectations.

14. Refunds

A refund is available only where:

  • Permitted by the applicable booking conditions

  • Approved or returned by the relevant supplier where the amount has been paid onward

  • Required by applicable law

  • Expressly approved by Galleria Tours

Unless legally required otherwise:

  • Administrative, processing and bank charges may be deducted

  • Currency losses are borne by the Customer

  • Refunds are normally made to the original payment source

  • Refunds cannot be processed until necessary supplier reconciliation is completed

  • The Company is not responsible for delays caused by banks, card providers or suppliers

  • A credit note may be offered where agreed with the Customer

  • The fact that a supplier has verbally indicated that a refund may be possible does not oblige Galleria Tours to pay a refund before the amount and eligibility have been formally confirmed.

15. Chargebacks and Payment Disputes

Before initiating a chargeback, the Customer should contact Galleria Tours and provide a reasonable opportunity to investigate the issue.

A chargeback made in relation to a validly provided service, a disclosed non-refundable booking or an authorised payment may be contested.

Galleria Tours may provide booking records, communications, invoices, vouchers, supplier confirmations and evidence of service to the relevant bank or payment provider.

Nothing in this section prevents a Customer from exercising a mandatory legal right.

16. Changes or Cancellations by Suppliers

A supplier may change:

  • Operating hours

  • Routes

  • Vehicle types

  • Flight schedules

  • Hotel facilities

  • Room allocation

  • Attraction access

  • Activity timing

  • Menus

  • Guides

  • Service availability

Where a material supplier change occurs, Galleria Tours may offer, subject to availability:

  • A reasonable substitute

  • A revised itinerary

  • A change of timing

  • A credit

  • A supplier-approved refund

  • Another solution considered commercially reasonable

A substitute of reasonably comparable standard does not automatically entitle the Customer to cancel the entire booking. Price differences for an upgraded or more expensive alternative may be payable by the Customer.

17. Accommodation

Hotel star ratings, descriptions and classifications may be based on local standards and may differ from standards in other countries.

Unless guaranteed in writing:

  • Bedding configuration is a request

  • Connecting or adjoining rooms are not guaranteed

  • Room location and view are not guaranteed

  • Early check-in is not guaranteed

  • Late check-out is not guaranteed

  • Special occasions do not guarantee complimentary benefits

  • Photographs are illustrative

  • Facilities may be unavailable due to maintenance, seasonality or operational decisions

The hotel determines check-in requirements.

Hotels may require:

  • Original identification

  • A security deposit

  • A payment card

  • Local taxes

  • Payment for incidental charges

The Customer is responsible for damage, minibar use, room service, additional guests and other charges incurred directly at the property.

18. Transportation and Transfers

Transfer times are based on the information provided by the Customer.

The Customer must provide accurate flight, terminal, hotel and contact information.

Galleria Tours is not responsible for missed or delayed transfers resulting from:

  • Incorrect flight details

  • Failure to notify the Company of a schedule change

  • Failure to attend the meeting point

  • Immigration or baggage delays without communication

  • Telephone unavailability

  • Late departure by the traveller

  • Circumstances outside reasonable control

Waiting-time limits may apply. Additional waiting time, parking, route changes, extra stops or excess baggage may result in additional charges.

Vehicle images and descriptions indicate a general category and do not guarantee a specific make, model or colour.

19. Tours, Attractions and Activities

Tours, tickets and activities may be subject to:

  • Fixed dates and times

  • Identification requirements

  • Age restrictions

  • Height or weight restrictions

  • Dress codes

  • Health requirements

  • Safety rules

  • Capacity limits

  • Weather conditions

  • Non-transferability

  • Non-refundability

Failure to arrive on time may be treated as a no-show.

An attraction may close or restrict access without prior notice due to maintenance, private events, capacity, weather, security or government instruction.

Unused portions of a tour or ticket are not refundable unless the applicable supplier conditions provide otherwise.

20. Passports, Visas and Entry Requirements

Every traveller is responsible for ensuring that they hold all necessary:

  • Passports

  • Visas

  • Entry permits

  • Transit visas

  • Health documents

  • Vaccination evidence

  • Travel permissions

  • Consent documents for minors

  • Return or onward tickets

  • Financial evidence

  • Other documentation required by an authority

Requirements may change without notice and depend on nationality, residency, travel history, destination and transit route. Unless a specific visa-processing service has been accepted in writing, information provided by Galleria Tours is general assistance only.

Submission of a visa application does not guarantee approval.

Government and immigration authorities have sole discretion over visa issuance, entry, transit, length of stay and removal. Visa fees, processing charges and related booking losses may remain non-refundable following refusal or delay.

21. Health, Safety and Fitness to Travel

Each traveller is responsible for determining whether they are medically and physically fit for the itinerary.

Medical conditions, pregnancy, disabilities, allergies, dietary requirements and accessibility needs should be disclosed before confirmation where relevant.

Galleria Tours may pass special requests to suppliers but does not guarantee that every request can be accommodated.

A supplier may refuse participation where it reasonably considers that participation would create a health, safety or operational risk.

Travellers must follow instructions issued by guides, drivers, suppliers and authorities.

22. Travel Insurance

Customers are strongly advised to obtain comprehensive travel insurance immediately after booking.

Coverage should be considered for:

  • Cancellation

  • Medical treatment

  • Emergency evacuation

  • Travel disruption

  • Supplier failure

  • Personal liability

  • Baggage loss

  • Missed departure

  • Activities and excursions

Galleria Tours is not responsible for a Customer’s decision not to obtain insurance or for the scope, exclusions or decisions of an independent insurer.

23. Group Bookings

Group, event, corporate and series bookings may be subject to additional conditions, including:

  • Minimum numbers

  • Deposits

  • Staged-payment deadlines

  • Attrition limits

  • Rooming-list deadlines

  • Name-change restrictions

  • Release dates

  • Complimentary-place calculations

  • Group cancellation scales

  • Meal arrangements

  • Event requirements

  • Security deposits

  • Conduct obligations

Where the confirmed number of participants decreases, the price per person or per service may be recalculated.

The group organiser is responsible for consolidating instructions and communicating information to participants.

24. Traveller Conduct

Travellers must comply with:

  • UAE and destination laws

  • Hotel rules

  • Supplier safety requirements

  • Cultural standards

  • Reasonable instructions from operational personnel

A service may be refused, suspended or terminated where a traveller:

  • Threatens safety

  • Harasses another person

  • Damages property

  • Acts unlawfully

  • Is seriously intoxicated

  • Causes unreasonable disruption

  • Prevents proper delivery of the service

The traveller is responsible for resulting losses, damage, penalties, cleaning costs and supplier claims.

No refund will ordinarily be due for a service terminated because of serious traveller misconduct, subject to applicable law.

25. Events Beyond Reasonable Control

Galleria Tours is not responsible for failure, interruption, alteration or delay caused by circumstances beyond its reasonable control.

Such circumstances may include:

  • Natural disasters

  • Extreme weather

  • Flood

  • Fire

  • Epidemic or pandemic

  • Government restrictions

  • War

  • Terrorism

  • Civil unrest

  • Security incidents

  • Border closure

  • Airport closure

  • Airspace restrictions

  • Strikes

  • Transport disruption

  • Utility or communication failure

  • Cyber incidents

  • Supplier insolvency

  • Attraction closure

  • Shortage of personnel or equipment

  • Official events

  • Other extraordinary or unavoidable circumstances

In such circumstances, the Company may modify, suspend, relocate, postpone or cancel affected services.

Any refund, credit or replacement remains subject to:

  • Amounts recoverable from suppliers

  • Services already provided

  • Non-refundable commitments

  • Applicable law

  • The specific booking conditions

The Company may charge reasonable additional amounts for new services requested or required as a result of the event.

26. Limitation of Liability

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

Subject to that qualification and to the maximum extent permitted by law, Galleria Tours will not be liable for:

  • Indirect or consequential loss

  • Loss of profit, revenue, opportunity or business

  • Loss of enjoyment

  • Reputational loss

  • Loss arising from inaccurate information provided by the Customer

  • Missed services caused by traveller delay

  • Loss of or damage to personal belongings

  • Acts or omissions of an independent supplier outside the Company’s reasonable control

  • Decisions of immigration, customs, police or other authorities

  • Weather-related disruption

  • Events beyond reasonable control

  • A traveller’s failure to follow instructions or obtain required documents

Where Galleria Tours is legally liable, its aggregate liability will, to the maximum extent permitted by law, not exceed the amount actually paid to Galleria Tours for the specific affected service giving rise to the claim.

This limitation does not apply where a greater liability is mandatory under applicable law or where liability cannot lawfully be limited.

27. Mitigation of Loss

A Customer or traveller who experiences a problem must take reasonable steps to minimise further loss.

The Customer must promptly notify:

  • The relevant supplier

  • Galleria Tours

This notification gives the relevant parties an opportunity to investigate and, where possible, correct the issue during the trip.

Galleria Tours is not responsible for avoidable loss that increased because the Company was not given a reasonable opportunity to assist, except to the extent such responsibility cannot lawfully be excluded.

28. Complaints

Complaints should be reported immediately while the service is being provided.

A formal complaint should then be submitted in writing as soon as reasonably possible and should include:

  • Booking reference

  • Traveller name

  • Date and service concerned

  • Full explanation

  • Supporting evidence

  • Details of the report made at the destination

  • The resolution requested

Delay in reporting may affect the ability to obtain evidence, investigate the matter or seek a remedy from the supplier.

Any time limit stated in a supplier’s conditions may also apply.

Nothing in this section removes a mandatory legal right.

29. Website Availability and Content

Galleria Tours does not guarantee that the website will be:

  • Continuously available

  • Free from errors

  • Free from harmful code

  • Compatible with every device

  • Updated immediately following every supplier change

The Company may modify, suspend or withdraw any part of the website without notice.

Website information is general and should not be treated as professional immigration, legal, medical, tax, insurance or financial advice.

Customers should obtain appropriate professional advice where necessary.

30. Prohibited Website Use

Users must not:

  • Attempt unauthorised access

  • Introduce malware

  • Interfere with website operation

  • Scrape or systematically extract data

  • Copy confidential rates

  • Misrepresent identity

  • Submit fraudulent requests

  • Use website content for unlawful purposes

  • Infringe intellectual-property rights

  • Use the website to compete unfairly with the Company

The Company may restrict access and take appropriate legal action in response to misuse.

31. Intellectual Property

Unless otherwise stated, the website’s original text, design, branding, logos, structure and materials are owned by or licensed to Galleria Tours.

No content may be copied, reproduced, distributed, republished, modified, commercially exploited or used to create a competing product without written permission.

Third-party trademarks, photographs, hotel names, destination materials and supplier content remain the property of their respective owners.

32. Confidential and B2B Information

Contracted rates, net rates, mark-ups, supplier terms, customer information, itineraries and commercial proposals are confidential where identified as confidential or where their nature reasonably indicates confidentiality.

A business recipient must not disclose or redistribute such information except to authorised personnel who require it for the relevant transaction.

B2B clients are responsible for ensuring that resale, advertising and customer communication comply with their separate agreement and applicable law.

33. Third-Party Links

Links to third-party websites are provided for convenience.

Galleria Tours does not control and is not responsible for their:

  • Content

  • Availability

  • Security

  • Accuracy

  • Privacy practices

  • Contractual terms

  • Products or services

Access to an external website is at the user’s own discretion.

34. Privacy

Personal data is processed according to the Galleria Tours Privacy Policy and applicable law.

The Privacy Policy forms part of these Terms.

35. Electronic Communications and Records

The Customer agrees that communications, approvals, confirmations, invoices and documents may be issued electronically.

Electronic records maintained by Galleria Tours may be used as evidence of:

  • Instructions

  • Acceptance

  • Payment

  • Confirmation

  • Amendments

  • Cancellation requests

  • Service delivery

This does not prevent a party from demonstrating that a record is incorrect.

36. No Waiver

A failure or delay by Galleria Tours in exercising a right does not waive that right. 

A waiver is effective only when confirmed in writing by an authorised representative.

37. Severability

If a provision is found invalid or unenforceable, it will be interpreted or reduced to the minimum extent necessary.

The remaining provisions will continue in effect.

38. Assignment

The Customer may not transfer a booking or contractual right without written approval.

Galleria Tours may assign or transfer rights and obligations in connection with a restructuring, sale, merger, outsourcing arrangement or transfer of business, subject to applicable law.

39. Entire Agreement

The applicable quotation, booking confirmation, supplier conditions, these Terms and any separately signed agreement constitute the entire agreement regarding the relevant services.

The Customer confirms that they have not relied on a statement that is not included in or confirmed by the applicable written documentation.

Nothing in this clause limits liability for fraud or any matter that cannot legally be excluded.

40. Changes to These Terms

Galleria Tours may update these website Terms at any time.

The version applicable to a confirmed booking will normally be the version accepted or provided at confirmation, together with booking-specific conditions.

Changes required by law, government decision or supplier regulation may apply when legally necessary.

41. Governing Law and Jurisdiction

These Terms and any non-contractual obligations connected with them are governed by the applicable laws of the United Arab Emirates and the Emirate of Dubai.

Subject to any mandatory consumer jurisdiction or dispute-resolution requirement, the courts of Dubai shall have exclusive jurisdiction.

42. Contact

Questions regarding these Terms should be sent to Galleria Tours using the official contact details below.

Company     Galleria Tours FZCO

Address       Office 812, Goldcrest Executive Tower, Cluster C, Jumeirah Lakes Towers, Dubai, United Arab Emirates

Email            info@galleriatours.com

Website        www.galleriatours.com
Nothing in these Terms limits a right or remedy that cannot lawfully be waived.

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