TERMS AND CONDITIONS
Rayna Tourism LLC
Last Updated: April 1, 2026
Preamble
These Terms and Conditions (“Terms”) constitute a legally binding agreement between Rayna Tourism LLC (“Rayna Tours,” “we,” “our,” or “us”), a limited liability company incorporated under the laws of the United Arab Emirates, and the customer (“you” or “your”) who makes a booking or uses our services through our websites, including but not limited to www.raynatours.com and any affiliated or successor websites (collectively, the “Website”).
By making a booking through our Website, you acknowledge that you have read, understood, and agree to be bound by these Terms in their entirety. These Terms shall apply to all bookings, tours, activities, attractions, transfers, hotel accommodations, visa services, and ancillary travel services (“Services”) offered by Rayna Tours.
We strongly advise you to read these Terms carefully before completing any booking. If you do not agree with any provision herein, you should refrain from making a booking or using our Services.
1. Pricing
1.1 Unless otherwise expressly stated, all prices quoted on our Website are on a per-person basis, denominated in the currency indicated at the point of sale, and are inclusive of applicable Value Added Tax (VAT) where required by law.
1.2 Published prices are exclusive of the following, unless specifically stated otherwise:
• Gratuities and tips to tour guides, drivers, or other service personnel
• Passport fees, visa application fees, and related consular charges
• Travel insurance premiums
• Food, beverages, and personal consumption items
• Hotel accommodation, room service charges, and laundry services (unless forming part of a package)
• Any additional services not expressly included in the tour description
1.3 Rayna Tours reserves the right to amend published prices at any time without prior notice, including but not limited to circumstances where there is an increase in supplier costs, airline fares, hotel rates, fuel surcharges, government taxes, or exchange rate fluctuations. Any such price adjustment shall not affect bookings that have already been confirmed.
1.4 In the event of a manifest pricing error on our Website (e.g., a price that is significantly below the prevailing market rate due to a technical error), Rayna Tours reserves the right to cancel the affected booking and offer you a full refund, or to offer you the opportunity to rebook at the correct price.
2. Methods of Payment
2.1 Rayna Tours accepts payment via the following methods: Visa, MasterCard, American Express, Discover, Diners Club, and such other payment methods as may be made available on the Website from time to time.
2.2 Full payment is required at the time of booking unless otherwise specified. You are required to provide valid and accurate payment details to complete the transaction. By submitting payment information, you represent and warrant that you are authorised to use the payment method provided.
2.3 All transactions will be processed in the currency specified at the point of sale. Where a currency conversion is required, the applicable exchange rate shall be determined by your card-issuing bank or payment provider, and Rayna Tours shall not be liable for any exchange rate differences or additional charges imposed by your financial institution.
2.4 The charge will appear on your credit or debit card statement under the name of Rayna Tourism LLC or its designated payment processing entity.
3. Booking Confirmation
3.1 Upon successful processing of payment, Rayna Tours shall issue a booking confirmation to the email address provided by you at the time of booking. This confirmation shall serve as your voucher and evidence of the contracted Services.
3.2 You are solely responsible for ensuring that all information provided at the time of booking, including but not limited to names, dates, contact details, and travel requirements, is accurate and complete. Rayna Tours shall not be held liable for any loss, expense, or inconvenience arising from errors in the information you provide.
3.3 A printed or digital copy of the booking confirmation must be presented to the service provider at the time of service redemption. Failure to present valid confirmation may result in denial of service without entitlement to a refund.
4. Cancellation and No-Show Policy
4.1 General Cancellation Terms
Each tour, activity, attraction, hotel booking, and ancillary service is subject to its own specific cancellation policy, which shall be clearly stated at the time of booking. It is your responsibility to review and understand the applicable cancellation terms prior to completing your booking.
4.2 Combo Tour Cancellations
Where a booking comprises a combination of tours or services offered at a bundled price (“Combo Tour”), the following terms shall apply:
• The entire Combo Tour booking may be cancelled subject to the applicable cancellation policy.
• Cancellation of any individual component within a Combo Tour shall result in the forfeiture of the combo pricing. In such case, Rayna Tours shall recalculate the booking at the individual standard price for each non-cancelled component, and any refund due shall be the difference between the amount paid and the recalculated total.
4.3 Tourist Visa Fees
Tourist visa application fees are strictly non-refundable once payment has been processed, irrespective of the outcome of the visa application or any subsequent change to your travel plans.
4.4 Combo Availability
When booking a Combo Tour, you must verify the availability of all component services at the time of booking. Where one or more components are unavailable, you shall only be entitled to the services and options that are available and confirmed.
4.5 No-Show
If you fail to present yourself at the designated time and location for any confirmed tour, transfer, activity, or service (“No-Show”), no refund shall be provided, whether in part or in full. This provision applies equally to unused tickets, sightseeing tours, car rental services, chauffeur-driven transfers, airport transfers, and all other travel-related services.
Rescheduling of confirmed services is not permitted in the event of a No-Show unless expressly agreed by Rayna Tours in writing at its sole discretion
5. Cancellation Procedures
5.1 All cancellation requests must be submitted to Rayna Tours either via Website, Mobile app or in writing, via email to the designated support address or through the cancellation facility on the Website, where available.
5.2 Upon receipt of a valid cancellation request, Rayna Tours shall acknowledge the request and confirm the following via email, telephone, or other written communication:
• Confirmation of the cancellation
• Applicable cancellation charges, if any
• Refund amount, if applicable, and estimated processing timeline
5.3 No cancellation shall be deemed effective until confirmed by Rayna Tours. Rayna Tours shall not be responsible for any cancellation request that was not received by us, not submitted in the required format, or not confirmed by us.
5.4 Where a refund is due, it shall be processed to the user's wallet or original method of payment within a reasonable period, subject to the processing timelines of the relevant financial institution.
6. Itinerary Amendments
6.1 Tour routes, schedules, and services described on the Website are indicative and may be subject to change due to factors beyond our reasonable control, including but not limited to adverse weather conditions, local regulations, road closures, airline schedule changes, supplier availability, and security considerations.
6.2 Where changes to an itinerary are necessary, Rayna Tours shall use reasonable endeavours to provide a suitable alternative of comparable standard and value, subject to availability. Where a significant change materially affects the nature of the booked service, Rayna Tours shall notify you as soon as reasonably practicable.
6.3 Rayna Tours reserves the right to implement minor amendments to itineraries at any time without prior notice and without liability for reimbursement, provided that such amendments do not materially alter the overall nature or value of the booked service.
6.4 No reimbursement or compensation shall be payable in respect of itinerary changes arising from events of Force Majeure (as defined in Section 13).
7. Hotel Accommodation and Check-In/Check-Out Policy
7.1 Rayna Tours shall use reasonable endeavours to secure accommodation at the hotel specified in your booking. However, in the event that the specified hotel is unavailable due to circumstances beyond our control, we shall arrange alternative accommodation of a comparable standard and category.
7.2 Check-in and check-out times are determined by the hotel and are not within the control of Rayna Tours. Standard check-in time is typically 14:00 hours and check-out time is 12:00 hours, unless otherwise specified by the hotel.
7.3 Rayna Tours shall not be liable for any loss, inconvenience, or additional expense resulting from early check-in or late check-out requests that cannot be accommodated by the hotel due to occupancy levels or hotel policy.
7.4 Any special requests (including but not limited to room type, bed configuration, floor preference, and accessibility requirements) shall be communicated by you at the time of booking. While Rayna Tours shall forward such requests to the hotel, we cannot guarantee their fulfilment, as they remain subject to the hotel’s policies and availability.
8. Travel Insurance
8.1 Rayna Tours strongly recommends that all travellers obtain comprehensive travel insurance prior to the commencement of their journey. Such insurance should provide adequate coverage for, at a minimum, the following:
• Medical expenses, hospitalisation, and emergency evacuation
• Trip cancellation, curtailment, and interruption
• Loss, theft, or damage to personal baggage and belongings
• Personal liability
• Delays and missed connections
8.2 Rayna Tours shall not be responsible or liable for any loss, damage, injury, illness, accident, death, delay, or expense of any nature whatsoever, whether direct or indirect, arising from or in connection with your use of our Services, except to the extent caused by our proven negligence.
8.3 It is your sole responsibility to ensure that any travel insurance policy obtained provides adequate and appropriate coverage for your specific travel arrangements and personal circumstances.
9. Travel Documents and Entry Requirements
9.1 It is the sole responsibility of each traveller to ensure that they hold all necessary and valid travel documents required for their journey, including but not limited to:
• A valid passport with sufficient remaining validity (typically a minimum of six months from the date of entry)
• Valid visa(s) for the destination country and any transit countries
• Proof of onward or return travel, where required
• Health certificates, vaccination records, or proof of negative test results, as may be required by the destination country
• Valid national identification card, where applicable
9.2 Rayna Tours shall not be responsible for any refund, compensation, or additional expense arising from your failure to hold the required travel documents, or from the refusal of entry by any immigration or border authority.
9.3 Travellers of all nationalities are advised to consult their nearest embassy or consulate of the destination country to verify current entry requirements, visa regulations, and health advisories, as these are subject to change without prior notice.
9.4 Where Rayna Tours assists with visa processing as part of its Services, such assistance is provided on a best-efforts basis and does not constitute a guarantee that a visa will be granted. The decision to grant or refuse a visa rests solely with the relevant consular or immigration authority.
10. Limitation of Liability
10.1 To the maximum extent permitted by applicable law, the total aggregate liability of Rayna Tours under or in connection with these Terms, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total amount paid by you for the specific Service giving rise to the claim.
10.2 Rayna Tours shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profit, loss of revenue, loss of data, loss of enjoyment, or loss of opportunity, howsoever arising.
10.3 Rayna Tours acts as an intermediary between you and third-party service providers, including but not limited to airlines, hotels, tour operators, and transport companies. To the extent that any claim arises from the acts, omissions, default, or negligence of such third-party service providers, your sole recourse shall be against the relevant third party, and Rayna Tours shall not bear any liability therefor.
10.4 Nothing in these Terms shall exclude or limit liability for death or personal injury caused by our proven negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.
11. Force Majeure
11.1 Rayna Tours shall not be liable for any failure or delay in the performance of its obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control (“Force Majeure”), including but not limited to:
• Natural disasters, including earthquakes, floods, hurricanes, tsunamis, and volcanic eruptions
• Epidemics, pandemics, or public health emergencies
• War, armed conflict, terrorism, civil unrest, or political instability
• Government orders, sanctions, embargoes, or travel advisories
• Strikes, labour disputes, or industrial action
• Failure or disruption of utilities, telecommunications, or transportation infrastructure
• Any other event or circumstance beyond the reasonable control of Rayna Tours
11.2 In the event of Force Majeure, Rayna Tours shall use reasonable endeavours to minimise the impact on your booking and to provide suitable alternatives where possible. However, no refund, compensation, or reimbursement shall be payable for any loss or inconvenience arising from Force Majeure events.
12. Intellectual Property and Website Usage
12.1 All content on the Website, including but not limited to text, graphics, logos, trademarks, images, photographs, videos, software, pricing information, tour descriptions, and other material (collectively, “Content”), is the exclusive property of Rayna Tourism LLC or its licensors and is protected by applicable intellectual property laws.
12.2 You may access and use the Website and its Content solely for personal, non-commercial purposes related to the enquiry about or booking of our Services. Any reproduction, distribution, modification, public display, or exploitation of the Content for commercial or unauthorised purposes is strictly prohibited without the prior written consent of Rayna Tours.
12.3 The Rayna Tours name, logo, and all related product and service names, trademarks, and trade dress are the exclusive property of Rayna Tourism LLC and may not be used without our prior written authorisation.
13. Indemnification
You agree to indemnify, defend, and hold harmless Rayna Tourism LLC, its directors, officers, employees, agents, and affiliates from and against any and all claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
• Your breach of any provision of these Terms
• Your violation of any applicable law, regulation, or third-party right
• Any inaccuracy in the information you provide to us
• Your use of our Services or Website in any manner not authorised by these Terms
14. Dispute Resolution
14.1 In the event of any dispute, claim, or controversy arising out of or in connection with these Terms or the Services provided hereunder, the parties shall first attempt to resolve the matter amicably through good-faith negotiation.
14.2 If the dispute cannot be resolved through negotiation within thirty (30) days, either party may refer the dispute to mediation or, at its election, to binding arbitration in accordance with the rules of the Dubai International Arbitration Centre (DIAC), or such other arbitral institution as may be mutually agreed.
14.3 The seat of arbitration shall be Dubai, United Arab Emirates, and the language of the proceedings shall be English.
15. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates. Subject to the dispute resolution provisions set forth in Section 15, the courts of Dubai, United Arab Emirates, shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.
16. Severability
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be severed from these Terms, and the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by a valid provision that most closely approximates the intent and economic effect of the severed provision.
17. Entire Agreement
These Terms, together with our Privacy Policy and any specific terms applicable to individual Services, constitute the entire agreement between you and Rayna Tours with respect to the subject matter hereof and supersede all prior or contemporaneous communications, representations, or agreements, whether oral or written.
18. Contact Information
For any questions, concerns, or complaints regarding these Terms or our Services, please contact us on our helpline mentioned on the website.
By making a booking or using our Services, you acknowledge and agree to be bound by these Terms.
