Terms & Conditions

These Terms & Conditions ("Terms") govern the use of the Dubigate B2B platform at dubigate.com ("Platform") by travel agencies and tour operators ("Agency", "you"). The Platform is operated by ET TRAVEL FZ-LLC ("Dubigate", "we", "us").

By registering an account, topping up a balance, or placing a booking, you confirm that you have read, understood and accepted these Terms on behalf of the Agency you represent.

1. Our service

Dubigate is a business-to-business platform through which registered travel agencies book UAE attraction tickets, tours and experiences, and submit UAE visa applications.

• Tickets and experiences are delivered on site by the attractions and tour operators themselves. Dubigate provides the booking, ticket issuance and settlement.
• Visa services are handled by Dubigate and filed with the competent authorities in the United Arab Emirates.

The Platform is intended solely for registered businesses. It is not open to individual consumers, and nothing on it constitutes a consumer offer.

2. Account registration and approval

Access requires an approved Agency account. To register you must provide accurate company information and supporting documents (trade licence, company details and contact person). We may approve or decline any application at our discretion, and may request additional documents at any time.

• You are responsible for the confidentiality of your login credentials and for all activity carried out under your account.
• You must notify us immediately at info@dubigate.com if you suspect unauthorised access.
• You must keep your company details current. Providing false or misleading information is grounds for immediate suspension.
• Accounts may not be shared with, resold to, or transferred to another business.

3. Prepaid balance

Bookings on the Platform are paid from a prepaid balance held in your Agency account.

• Balance is credited only after we have received and confirmed cleared funds. Bank transfer timing is outside our control.
• Balance is a prepayment against future bookings. It is not a deposit, not a savings product, and carries no interest.
• Balance is non-refundable and cannot be converted back to cash. It has no expiry date and remains available for bookings for as long as your account is active.
• Balance may only be used by the Agency that funded it. It cannot be transferred to another account.
• We reserve the right to correct balance entries that result from a demonstrable clerical, technical or duplicate-payment error, and will notify you when we do.

4. Prices and taxes

• All prices are shown in United Arab Emirates Dirhams (AED) and are net B2B rates for resale by the Agency.
• Prices are subject to change without notice until a booking is confirmed. The price applicable to a booking is the price displayed at the moment of confirmation.
• Prices are exclusive of any taxes, duties or bank charges that may apply in your own jurisdiction. Where UAE VAT applies, it is stated on the invoice.
• You are free to set your own selling price to your end customer. Dubigate does not set or police your retail margin.

5. Bookings and confirmation

A booking becomes binding only when it is confirmed by the Platform and the corresponding amount has been deducted from your balance. Until then, a booking request is only a request.

• Availability is controlled by the supplier and may change between the moment you view a product and the moment you confirm.
• Tickets are delivered electronically (voucher, QR code or booking reference) to your account and, where applicable, by email.
• You are responsible for entering correct traveller details. Tickets issued with incorrect names, dates or passenger types may be refused entry by the operator, and this is not a ground for refund.
• Many products are open-dated and remain valid for a period defined by the operator (commonly three to six months from issue). Where a product is open-dated, an unused ticket can normally still be used within its validity window rather than being lost.
• Each product's age bands, inclusions, validity and operating rules are shown on the product page and form part of the booking.

6. Cancellations and refunds — tickets and experiences

This reflects standard practice among UAE attraction suppliers, who charge us on confirmation and do not refund us. Please note the mitigating factors above: most products are open-dated and remain usable within their validity period, so an unused ticket is generally not a total loss to your customer.

Exceptions

• If the supplier or operator cancels, closes, or is unable to deliver the experience, we will pass through to you whatever remedy the supplier provides — normally a re-date or a refund of the amount we recover.
• Where a specific product is expressly marked as cancellable on its product page, the cancellation window stated on that page applies instead of this clause.
• If a booking fails through a technical fault on our side and no ticket is issued, the amount is returned to your balance in full.

Refunds granted under these exceptions are credited to your Dubigate balance, not paid out in cash.

7. Visa services

Visa applications submitted through the Platform are processed by Dubigate and filed with the competent government authorities in the United Arab Emirates.

• Approval is at the sole discretion of the UAE government authorities. Dubigate cannot guarantee an outcome, and payment of a fee is not a guarantee of approval.
• Processing times shown on the Platform are estimates only and are not binding. Public holidays, security checks and authority backlogs may extend them.
• You are responsible for the accuracy, completeness, legibility and authenticity of every document you upload. Applications rejected because of poor-quality scans, expired passports, mismatched details or false documents are your responsibility.
• You confirm that you have obtained the traveller's informed consent to submit their personal data and documents to us for this purpose (see our Privacy Policy).

Visa cancellations and refunds

Where an application must be resubmitted because of an error on our side, we bear the cost of the resubmission.

8. Your obligations as an Agency

• You sell to your end customers in your own name and on your own terms. Dubigate has no contractual relationship with your end customers.
• You must communicate to your end customers the applicable rules of each product — validity, age bands, inclusions, and the fact that bookings are non-refundable.
• You must not misrepresent Dubigate, its suppliers, or the products; and must not use our name, logo or content in a way that implies partnership, agency or endorsement beyond reselling.
• You must comply with all laws applicable to you, including anti-money-laundering, sanctions and data protection rules.
• You must not attempt to access data belonging to other agencies, probe or circumvent the Platform's security, scrape the catalogue, or use automated systems against the Platform without our written permission.

9. Complaints

Report any issue with a booking to info@dubigate.com or via WhatsApp as soon as it arises, and in any event within 14 days of the travel date. Claims raised after that period may not be actionable, because suppliers themselves impose short claim windows on us.

10. Liability

• Dubigate's total liability in respect of any booking is limited to the amount actually paid to us for that booking.
• We are not liable for indirect or consequential loss, including loss of profit, loss of business, reputational damage, or costs of alternative arrangements.
• We are not liable for the acts, omissions, safety standards, service quality or cancellation decisions of attraction operators, tour providers, transport companies or government authorities.
• We are not liable for denial of entry, denial of boarding, visa refusal, or any decision of an immigration or government authority.
• We do not guarantee that the Platform will be uninterrupted or error-free, and are not liable for losses arising from downtime, maintenance, or third-party service failures.
• Nothing in these Terms excludes liability that cannot lawfully be excluded under UAE law, including liability for fraud or wilful misconduct.

11. Indemnity

You agree to indemnify and hold Dubigate harmless against any claim, loss, liability or expense arising from your breach of these Terms, from incorrect or unlawful information you supply, or from any claim brought by your end customer that relates to your own contractual arrangements with them.

12. Suspension and termination

We may suspend or close an Agency account, with immediate effect where necessary, if there is a breach of these Terms, suspected fraud or misuse, a legal or regulatory requirement, or a failure to provide requested compliance documents. You may close your account at any time by writing to us.

On closure, confirmed bookings already issued remain valid. Any remaining balance is treated in accordance with clause 3 and is not refundable in cash.

13. Data protection

Personal data — of your staff and of the travellers you book for — is handled in accordance with our Privacy Policy and UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data. By submitting traveller data you confirm you are entitled to do so.

14. Force majeure

Neither party is liable for failure to perform caused by events beyond its reasonable control, including natural disasters, extreme weather, epidemics, war, civil unrest, strikes, government or authority decisions, airport or attraction closures, and failures of telecommunications or payment infrastructure.

15. Changes to these Terms

We may update these Terms. The current version is always published on this page with its update date. Material changes will be notified through the Platform or by email. Continued use of the Platform after a change constitutes acceptance. The version in force at the time of a booking governs that booking.

16. Governing law and jurisdiction

These Terms are governed by the laws of the United Arab Emirates as applicable in the Emirate of Ras Al Khaimah, including the regulations of the Ras Al Khaimah Economic Zone (RAKEZ). The competent courts of Ras Al Khaimah shall have exclusive jurisdiction over any dispute, subject to any prior good-faith attempt at amicable settlement.

17. Contact

ET TRAVEL FZ-LLC — FDRK5374, Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
Email: info@dubigate.com · WhatsApp: +971 52 897 8869