General Terms and Conditions

Ticket Policy

• Proceeding with the booking or buying the tickets means that you AGREE on the Terms and conditions.
• Tickets are on a first come, first served basis.
• Exactly twelve (12) years old and above needs adult ticket on shows.
• Exactly Two (2) to Eleven (11) years old needs a valid child ticket.  Children 11 years old and below must be accompanied by a paying adult to enter the show arena and watch the shows. 
• Infants below Two (2) years old is free and must be seated on the same seat of the paying adult companion. 
• Dubai Dolphinarium security/cashier reserves the right to request identification of child for age verification purposes.
• Other attractions inside Dubai Dolphinarium child age might be different for each attraction and condition must be followed.
• Dubai Dolphinarium show ticket does not include Entry Fee to Creek Park at AED5.0 per person. This charge must be paid by ticket holders directly to Dubai Municipality and is non-negotiable. Please buy tickets in advance to skip the queue by visiting https://dubaipublicparks.ae/home.  Click to learn more about Dubai Public Parks/ Creek Park 
• All regular seats are on a "first come, first served' basis. There are no assigned seats regardless of the selected section during booking. 
• VIP ticket holders can select seat numbers subject to availability and are requested to follow assigned seat numbers
• Guests are requested to check their tickets and change before leaving the counters.
• Guests are expected to arrive at least 45 minutes before the show commences.
• Ticket purchase is valid only for the booked attraction. NO REFUND / NO TRANSFER policy applies once the payment has been made.
• Dubai Dolphinarium reserves the right to refuse any refund or reschedule if the customer is unable to arrive on time of booking.
• Guests who have purchased vouchers from our ticketing partners must bring the original/ digital copy of the voucher to claim entry tickets. Vouchers does not guarantee an entry and is subject to availability.

• Successful purchase will receive a Confirmation Order Form via email to the email address supplied on the online booking form. This email contains a unique Confirmation Order Number which should be quoted in any correspondence.
• Guests must present the ticket or invoice (printed or photo) and present to enter the arena.
• Dubai Dolphinarium reserves the right to not re-issue any lost tickets.

Promotions Policy

• Customers must present or inform the cashier of any promotions they wanted to avail before the transaction, any promotion presented after the transaction will not be honored. Sales once done is final and no promotion will be entertained

• Promotions & Ticket Terms and Conditions are final and non-negotiable. 
• For any promotion, offer and complimentary tickets customers are requested to follow procedures and conditions.  The cashier has the right to refuse any transaction that has any procedural conflict and technical issues regarding any offers.
• Tickets cannot be used in conjunction with any other promotion/discount or special rates.
• Bank or Corporate Offers are valid only at Dubai Dolphinarium ticket counter and requires the presence of the cardholder. Card and valid ID must be presented for verification purposes. Terms and conditions apply.
• Dubai Dolphinarium offers free entry (Regular Seat) only for People of Determination (POD) holding SANAD cards, UAE Ministry of Community Development or any cards issued by the UAE government agencies and 50% discount (Regular Seat) for 1 companion only, subject to availability. This offer is not available for People of Determination with cards issued by other countries.
• Dolphinarium reserves the right to create and cancel ticket promotions.
• Online offers can only be purchased through Dubai Dolphinarium website.Terms and conditions apply.
• Guest can contact Dubai Dolphinarium for any special prices or promotions not listed in any written communications or online.

Show Rules

• Guest must present valid entry tickets to enter the show arena.
• Strollers are not allowed inside the show arena and must leave them at the reception area.
• Customers are not allowed to touch the water in the pool or throw any material on it.
• The first 3 rows are splash zones. Guests may get wet in this zone.
• Guests are advised to refrain from standing or running behind the barricades around the pool area.
• Guests are prohibited to conduct live streaming or broadcast of the show.
• Guests must remain seated during the entire show and refrain from standing and walking to take photos and videos that may interfere with or affect the show or cause disturbance to other guests.
• Guests who wish to use camera equipment must ensure that they are not causing inconvenience to other guests.
• Dolphinarium reserves the right to refuse entry and to eject individuals for reason of inappropriate behavior without refund or explanation

Dolphin Encounter (Pool) Policy

BOOKING:

• All sessions are on a first come, first served basis.
• Guest/s must pay for their booking to guarantee their slots. Tickets are available at Dubai Dolphinarium’s official website – www.dubaidolphinarium.ae

• Inclusive in the package are 1 VIP Ticket to Dolphin & Seal Show to be used on same day only and 1 photo print out to be collected on same day only. Additional photographs and videos can be availed at the Photo Studio separately. Kindly email swim@dubaidolphinarium.ae to request the schedule of daily activities from the booking team to arrange your schedule if you wish to watch the shows.

• Each package has age requirement. No refunds will be given for any guest/s who’s age is not appropriate for the paid package.

• Session Duration depends on the chosen package. Each session has a mix of solo and group activities. Session duration will start after the trainer’s briefing accordingly.

• Please note that the pool's water temperature is 23 Degrees Celcius.
• Guest/s with medical risks are highly encouraged to contact our hotline prior to booking. The trainer deserves the right to cancel the session with no refund if the guest fails to declare any medical risks.
• Guest/s can send a request to reschedule their session at least 48 hours before their booked session, subject to approval and availability.
• Dolphin Planet reserves the right to cancel or reschedule interactions without prior notice.       

SESSION DETAILS:

• Each session can accommodate maximum 6 people.
• In Non-private or Mixed sessions, guest/s who’ve booked for the particular session timing will participate in the chosen package as a group.
• Private sessions are exclusive to the guest/s who’ve paid the rate for private sessions.
• NO REFUND / NO TRANSFER. Dubai Dolphinarium reserves the right to refuse any refund or reschedule if the customer is unable to arrive on time of booking.
• Session Duration depends on the chosen package. Each session has a mix of solo and group activities. Session duration will start after the trainer’s briefing accordingly.
• Should the participants decide to leave the pool, the timing will continue and will not be restarted, stopped or delayed. No refunds will be given for any guest who will leave before the session ends.
• Complimentary Show Ticket Discounts for Companions up to maximum 2 person per ticketholders (Applies to September Bookings only)
• Up to 2 companions per ticketholder are allowed to observe. Extra companions will be charged with AED50 entry fee.

PREPARING FOR YOUR SESSION

• Guest/s must check-in at the reception 30 minutes before their booked session, but not later than 10 minutes before the booked session. Arrival of 9 minutes or less before the booked session are considered NO SHOW. Payment is non-refundable for No Show guest/s and must book new tickets.
• Please plan your day accordingly. Kindly email swim@dubaidolphinarium.ae to request the schedule of daily activities from the booking team to arrange your schedule if you wish to watch the shows.
• Guest/s must bring their own swim clothing inside the required wetsuits eg bikini, burkini or trunks.
• Mobile phones or any camera equipment are prohibited in the pool. Dubai Dolphinarium offers photography and video services at a cost.

ON THE DAY

• Sessions will start on time.
• Each guest is required to sign a Liability Waiver before starting the session. Immediate Family Member or Adult companion of guest aged 11 years and below must sign the waiver on the child's behalf.  Refusal to sign means forfeiture of the booking and payment will not be refundable.
• Guest/s will be given 10 to 30 minutes before the booked session to change to swimwear and take shower before going inside the pool.
• All body accessories, facial make-up and personal items/ belongings must be kept in the assigned locker.
• Dubai Dolphinarium has a shower and changing room facility exclusive for Dolphin Planet guests.
• Dubai Dolphinarium will provide wetsuits for the paying guest/s only.
• Guests must wear the required wetsuits to be in the pool, provided by Dubai Dolphinarium.
• Guest/s are required to be fully prepared in wetsuit gear 5 minutes before the session.
• Guest/s are required you to take a shower at least from waist down in order for your body to easily adjust to the pool temperature.
• Guests' companions can enter the pool area to observe but must stay in the designated area and will be prohibited to be in the pool with the guest during the session.
• The trainer will give safety instructions and orientation on the whole experience to the guests before the session.
• The trainer deserves the right to cancel the session with no refund if the guest fails to follow safety instructions given during the session.

Vicinity Rules

• Please respect your fellow customers and do not approach the ticket counter unless it is your turn.

• Parental supervision is required for minors. Parent(s) and/or guardians of minors entering Dubai Dolphinarium premises are responsible for their children's actions, their conduct and compliance with these Terms and Conditions.
• Guest are requested to wear proper clothing; any guest that is wearing indecent clothing may be asked to leave the premises.
• Guests are prohibited and restricted from use of profane, vulgar, offensive or derogatory language or gestures, threatening and abusive behavior to any guests and staff.
• Smoking including vaping is not allowed inside Dubai Dolphinarium and its premises unless otherwise assigned.
• Dubai Dolphinarium is NOT responsible for any lost items, strollers and any personal belongings of the guest. Non-valuable items will be kept up to a maximum of 60 days only.
• Balloons are not allowed to bring inside the venue of the shows.
• Please do not bring any sharp material or hazardous items. Items that might cause any security concern will be confiscated
• Please be informed that Dubai Dolphinarium is monitored by CCTV.
• Dubai Dolphinarium prohibits any form of selling / reselling / transfer of tickets or vouchers to another customer inside the building. 
• Dubai Dolphinarium reserves the right to ask the individual to leave the premises who behaves inappropriately and violates the conditions while inside Dubai Dolphinarium.

Event Cancellations

Due to technical reasons, we reserve the right to cancel/postpone programs without notice and the tickets will be valid for other programs based on availability. 

Product Validity, Modifications & Amendments

• All products, tours and services offered by Dubai Dolphinarium are valid as per the dates displayed at the Website. Dubai Dolphinarium is not responsible or liable for any information that it does not directly provide.
  
• Prices and show timings are subject to change without prior notice.
  

Third Party Partners Policy

• Occasionally our suppliers and/or service providers make changes to tour dates, prices, inclusions, coverage, age requirements, etc. As a result, Dubai Dolphinarium reserves the right to cancel, change or substitute any service, tour, ticket or product that you have booked via the Website or through partner websites, at any time, for any reason.
• Notwithstanding the above, when we are informed in advance by our agents, service providers and/or suppliers of a significant change to a booking and/or to a tour, product or event, we make every reasonable effort to notify the consumer, travel agent and/or distributor as appropriate, in order to amend or re-issue the booking where feasible.
  
• Dubai Dolphinarium is not responsible on any changes in the booking made through travel agencies or any third-party websites.