Terms & Conditions

1. B2B Nature of the Platform

DuneX FZC is a business-to-business platform intended primarily for tour operators, travel companies, tourism businesses, desert camps, fleet providers and other approved commercial partners.

The Platform facilitates the discovery, booking, coordination and management of desert safari services and related tourism services offered through the DuneX FZC network.

Users registering on behalf of a business confirm that they have authority to represent that business in relation to transactions conducted through the Platform.

DuneX FZC may request business documentation or other information before activating or continuing an account.

2. DuneX FZC's Role

DuneX FZC provides technology and operational infrastructure that enables approved businesses to access and manage safari-related services through a centralized B2B platform.

Depending on the particular service, DuneX FZC may facilitate transactions involving tour operators, desert camps, fleet providers, drivers and other service providers.

Unless expressly stated otherwise for a particular service, submission of a booking through the Platform does not itself constitute final confirmation.

A booking becomes confirmed only after it has been approved and its status has been updated accordingly through DuneX FZC.

3. Business Accounts

Businesses must provide accurate, complete and current information when creating an account. The business is responsible for:

• maintaining the confidentiality of login credentials;
• controlling access provided to employees or representatives;
• ensuring authorized users use the Platform appropriately; and
• all bookings and transactions submitted through the account.

Businesses must notify DuneX FZC promptly if they believe their account has been compromised or used without authorization.

The tour operator or other account-holding business is solely responsible for safeguarding its login credentials and for all activity conducted through its account by its employees, representatives, or any person using its credentials. DuneX FZC shall not be responsible for fraud, suspicious activity, unauthorized use, or other misuse arising from the tour operator's or account holder's failure to secure, control, or properly manage its login credentials or account access.

DuneX FZC may suspend or restrict an account where fraud, misuse, unauthorized access or other suspicious activity is reasonably suspected.

4. Booking Requests

Bookings submitted through DuneX FZC are initially treated as booking requests unless clearly identified as instantly confirmed.

When a booking request is submitted, DuneX FZC may verify availability with the relevant camp, fleet provider or other supplier.

The booking may display a status such as Pending Approval until availability and operational requirements have been confirmed.

Once approved, the booking status will change to Confirmed and the relevant confirmation or voucher may be issued.

DuneX FZC may reject a booking where the requested service is unavailable, operational requirements cannot be fulfilled, payment cannot be completed or other reasonable circumstances prevent confirmation.

5. Bookings

Bookings available through the Platform include three safari categories: Standard, Deluxe, and Premium. Each category may be offered as a shared or private safari booking where applicable.

Displayed prices may include the underlying service price together with applicable DuneX FZC charges, taxes and/or other charges disclosed before confirmation.

Availability remains subject to confirmation unless the Platform specifically identifies the booking as instantly available.

6. Group & Event Bookings

Group and event bookings may include large groups, private events, corporate events, complete or partial camp reservations, multiple vehicles and other customized arrangements.

Because the requirements of these bookings vary significantly, group/event pricing may be provided individually according to factors including:

• number of guests;
• number and type of vehicles;
• camp requirements;
• date and duration;
• food and entertainment requirements;
• private or exclusive arrangements; and
• other requested services.

A group/event request does not become confirmed merely because it has been submitted through DuneX FZC. Final pricing and confirmation will be communicated once the relevant suppliers and requirements have been confirmed.

Once a group or event booking is confirmed, the booking operator shall pay 100% of the total booking amount no later than seven (7) days prior to the tour date.

7. Pricing, Rates, Confidentiality and Credit Terms

The rates for shared and private safari bookings under the Standard, Deluxe, and Premium categories shall be displayed and updated through the DuneX FZC B2B Portal. For any other experiences booked through the Portal, the Supplier shall receive the best available rate displayed at the time of booking.

All rates provided through the Portal are confidential, commercially sensitive, and specifically assigned to the Supplier. The Supplier shall not disclose, publish, distribute, share, or otherwise make these rates available to any third party without DuneX FZC's prior written consent.

Where DuneX FZC grants the Supplier a credit facility, all amounts used must be repaid in full within ten (10) calendar days from the relevant invoice date. DuneX FZC may determine and modify the Supplier's credit limit at its discretion. If the Supplier uses the entire credit limit, the full outstanding balance must be cleared before further bookings may be made using credit. If the credit limit is fully used before the ten-day repayment period expires, the Supplier must immediately clear the outstanding balance to restore the credit facility and make any new booking on credit. DuneX FZC may suspend credit bookings until the required payment has been received and cleared.

DuneX FZC shall charge a processing fee of AED 3 per booking and AED 12 per group or event booking. If DuneX FZC changes any processing fee, the applicable change shall be communicated or updated in advance through the DuneX FZC Partner Portal or another authorized communication channel.

8. Card & Online Payments

DuneX FZC may accept card and other electronic payments through approved third-party payment providers.

Where supported by the relevant payment provider, DuneX FZC may obtain authorization for the booking amount when a booking request is submitted and capture the authorized amount after the booking is approved.

If a booking is rejected before payment capture, DuneX FZC may cancel or void the authorization. The time required for a released authorization to disappear from a cardholder's account is determined by the relevant bank, card network and payment provider and may be outside DuneX FZC's control.

Where immediate payment capture is used instead, refunds for rejected or cancelled bookings will be handled according to the applicable refund terms.

Card processing may be performed by third-party payment providers subject to their own terms and security requirements.

9. Booking Changes

Requests to modify a confirmed booking are subject to availability and the policies applicable to the relevant supplier or service.

Changes may result in additional charges.

A requested amendment is not confirmed until DuneX FZC communicates confirmation through the Platform or another authorized communication channel.

10. Cancellations & Refunds

Cancellation and refund eligibility shall be subject to the availability, applicable booking conditions, supplier requirements, booking type, booking date, and the time remaining before service delivery.

Where a cancellation qualifies for a refund and the booking was paid using the DuneX FZC Credit Wallet, the refundable amount shall be returned to the same DuneX FZC Credit Wallet and made available within the applicable processing period.

Where payment was made by bank transfer, payment link, card, or another third-party payment method, DuneX FZC will initiate or process any approved refund as applicable. DuneX FZC does not control the time taken by banks, card networks, payment gateways, or other payment providers to return or credit the refunded amount to the tour operator.

Where an approved monetary refund is due, the tour operator may, where offered by DuneX FZC, choose to receive the applicable refundable amount as credit in its DuneX FZC Credit Wallet instead of receiving the refund through the original payment method.

Certain late cancellations, customized services, no-shows, or other bookings subject to specific cancellation conditions may be partially or fully non-refundable where disclosed in the applicable booking conditions.

11. No-Shows & Late Arrivals

The booking business is responsible for ensuring that passengers are available at the agreed location and time and that accurate contact and pickup information has been provided.

Failure to attend, significant delay or inability to contact passengers may be treated as a no-show.

No-shows may be non-refundable where the relevant supplier has already allocated vehicles, drivers, camp capacity or other resources to the booking.

12. Tour Operator Responsibilities

Tour operators and other booking businesses are responsible for providing accurate information necessary to fulfil each booking. This may include passenger numbers, pickup location, contact details, timing, special requirements and other relevant information.

Businesses must not knowingly submit fraudulent, false or misleading booking information.

Where incorrect information supplied by the booking business causes additional costs or prevents successful service delivery, DuneX FZC and/or the relevant provider may charge reasonable additional amounts where applicable.

13. Supplier, Camp & Fleet Responsibilities

Suppliers participating in the DuneX FZC network are responsible for maintaining the licences, permissions, insurance and other requirements applicable to the services they provide.

Suppliers are responsible for providing accurate information regarding their services, availability and operational capabilities.

Fleet providers are responsible for ensuring that vehicles and drivers used to fulfil bookings satisfy applicable requirements.

DuneX FZC may suspend suppliers that repeatedly fail to fulfil confirmed bookings or otherwise fail to satisfy applicable platform requirements.

14. Operational Changes & Events Outside Reasonable Control

Safari and outdoor tourism services may be affected by operational circumstances including weather conditions, road conditions, government instructions, safety requirements, supplier availability or other circumstances outside reasonable control.

Where necessary, DuneX FZC or the relevant provider may adjust timing, vehicles, routes, camps or other operational elements where reasonably required.

Where a material service cannot be provided, DuneX FZC will seek an appropriate alternative or apply the relevant cancellation/refund policy.

15. Acceptable Use

Users must not:

• use DuneX FZC for unlawful or fraudulent purposes;
• attempt unauthorized access to the Platform;
• interfere with Platform security or operation;
• upload malicious software or code;
• scrape or systematically extract Platform data without permission;
• misuse supplier, customer or pricing information;
• impersonate another business or individual;
• manipulate bookings, payments or credit balances;
• create fraudulent bookings; or
• use confidential information obtained through DuneX FZC in an unauthorized manner.

DuneX FZC may suspend or terminate accounts involved in prohibited activity.

16. Intellectual Property

The DuneX FZC name, logo, Platform, software, interface, design, databases, documentation, content, systems, processes, and other intellectual property and proprietary materials are owned by or licensed to DuneX FZC.

Access to or use of the Platform does not transfer or grant ownership of any DuneX FZC intellectual property to any user, supplier, tour operator, or other party.

Users may not copy, reproduce, modify, reverse engineer, distribute, publish, commercially exploit, create derivative works from, or otherwise use DuneX FZC intellectual property except where expressly authorized in writing by DuneX FZC.

17. Data & Privacy

DuneX FZC may process business and personal information necessary to operate the Platform, process bookings, manage accounts, prevent fraud and communicate with users.

Personal information will be handled according to the DuneX FZC Privacy Policy, made available separately through the Platform.

Businesses submitting information concerning passengers or other individuals confirm that they are authorized to provide such information where required.

18. Third-Party Services

DuneX FZC may integrate with third-party services including payment gateways, mapping services, communications providers, hosting providers and other technology or tourism partners.

DuneX FZC is not responsible for interruptions caused solely by independent third-party systems outside DuneX FZC's reasonable control.

19. Suspension & Termination

DuneX FZC may suspend or terminate access where a business:

• materially breaches these Terms;
• fails to settle outstanding amounts;
• engages in fraudulent or abusive activity;
• creates material operational or security risks;
• misuses the Platform; or
• is required to be suspended by an appropriate authority.

Amounts legitimately outstanding at the time of suspension or termination remain payable.

20. Liability

DuneX FZC will use reasonable efforts to operate the Platform reliably and facilitate bookings accurately.

DuneX FZC is not responsible for losses arising solely from acts, omissions, delays or failures of independent suppliers or third-party service providers outside DuneX FZC's reasonable control.

21. Changes to These Terms

DuneX FZC may update these Terms from time to time to reflect changes to the Platform, services or commercial arrangements.

The latest version will be published through the Platform with an updated effective date. Where a material change significantly affects existing business arrangements, DuneX FZC may provide additional notice where appropriate.

22. Contact

Questions concerning these Terms may be directed to DuneX FZC through the contact information published on https://dunex.ae: