Last updated: 2026.

1. How payment is taken

Harbour & Palm never collects payment card details on harbourandpalm.online. Where you settle online, you are taken to a secure payment gateway that processes the card payment, and the amount charged is the amount stated on the written quotation you accepted. Payment may alternatively be made to the party named in that quotation.

2. Who processes a refund

A refund is processed by whoever received the money. Your quotation names that party before you commit, precisely so this is never ambiguous afterwards. Where we received a fee directly, we refund our own fee ourselves.

3. What entitles you to a refund

Entitlement is governed by the cancellation terms stated in your quotation and by applicable UAE law. See the Cancellation Policy. We do not promise refunds outside those terms, and we will not tell you a refund is likely when it is not.

4. Requesting a refund

Email management@harbourandpalm.online with your quotation reference, the dates and the reason. We acknowledge within one business day and put the claim to the party holding the funds within two business days.

5. Timing

Once approved, the processing time is set by the paying party and your bank or card issuer, and is outside our control. We will give you the reference and expected timescale we are told, and chase if it passes.

6. Deductions

Approved refunds may be reduced by non-refundable elements disclosed in your quotation, such as processing fees, government charges or a non-refundable first night. Any deduction is itemised in writing.

7. Security deposits

Security deposits, where required, are held by the accommodation provider and returned after inspection, less any documented cost for damage beyond ordinary wear and tear. The provider must evidence any deduction.

8. If a refund is refused

We tell you the reason given, in writing, and escalate it once on your behalf. If you remain dissatisfied, use the complaints route on the Support page. We cannot refund money we never received, and we will say so plainly rather than delay you.