All Terms and Conditions apply without exclusion, once you have purchased the ticket(s) for yourself and/or your companions (herein referred to as you), for any trail or service provided by Frying Pan Tourism Guidance Services L.L.C. and our trail guides (herein referred to as Company, we, us, and our.) The Trail referred to herein is the duration between when our trail guide commences and concludes the Trail with you and/or your companions, for which you have booked a ticket(s).
Food and Beverage Consumption
All Food and Beverages are halal as per UAE law for food-establishments. No pork or alcohol will be included on the Trails.
All Food and Beverages consumed during the Trail or from the Trail Goodie Bag are from third party establishments (i.e. restaurants, cafes, markets and other related food establishments). We play no role in procuring ingredients or preparing the food/beverages served. Hence, we are unable to take any responsibility for any sickness, illness or injury caused to you or your companions as a result of visiting these establishments or consuming their food and beverages within.
For any experiences which involve procuring ingredients from the market and cooking them for a meal, the guest agrees to take FULL and UNCONDITIONAL liability of the foods consumed and will not hold us or any of our third party vendors/contractors responsible.
You understand, accept, and take full responsibility for the potential risks and hazards of consuming foods and beverages during the Trail.
Dietary Restrictions, Allergies and Medical Conditions
You are required to let us know of any (a) dietary restrictions, (b) allergies and (c) other medical conditions related to either walking or eating/drinking, at the time of booking a ticket for the Trail.
While there is no guarantee of our being able to accommodate any dietary restrictions, we will do our level best to do so.
In the case of dietary restrictions or allergies, it is imperative that you remind us of the allergy before consuming any food/beverage during the Trail, so that we can verify with the restaurant / food establishment regarding the ingredients.
While we will do our level best to see that allergies that have been communicated to us are well taken care of, we cannot take any responsibility for any incidents resulting due to allergies caused to you as a result of food or beverage consumption from third party establishments during the Trail.
In the case of any extreme allergies or medical conditions, we reserve the right to request you to not attend the Trail, and will refund the full price of the ticket booking.
You understand and confirm that your participation in the Trails is completely voluntary.
You have read and complied with the age restrictions on the Trail.
You take responsibility for ensuring that you are mentally and physically capable of participating in the Trail.
You agree to comply with the instructions in English of the trail guide.
If in the opinion of the trail guide, your behaviour or physical condition is detrimental to the safety, welfare and well-being of the group as a whole, or if we consider that your general well-being will be put at risk by continuing with the Trail, you may be asked not to participate in the Trail without the right to any refund of the price.
You fully comprehend and accept all of the risks associated with your participation in the Trails including, without limitation, injury or death resulting from exposure to unfavourable weather conditions, food sickness, allergic reactions, choking, and injuries arising from self-inflicted accidents or mishaps, other participants, motor vehicles, and pedestrians. You understand that the trails take place in public venues under conditions largely beyond our control.
Late Arrival Policy
Public Trails: Guests running late past the tour start time assume full responsibility for finding the group and joining the trail. The guide is not responsible for answering phone calls after the trail start time, for coordinating with any latecomers, nor for providing missed information/food for guests who join after the trail has already started.
Private Trails: For private groups running anywhere from 10 to 20 minutes late past the stated tour start time, the guide may shorten the route at his/her own discretion. The tour is automatically cancelled without any refund/rescheduling options if the group fails to show up after 20 minutes have passed since the tour start time. This policy applies regardless of whether the group has informed the guide of their running late or not.
Trail Participant Conduct
At all times during the Trail, you are expected to have consideration for your fellow trail participants and other third parties.
For the benefit of everyone, we reserve the right to remove any participant whose conduct is deemed to pose a risk or nuisance to others. We will not refund or cover any cost or expenses incurred due to unacceptable behavior.
You authorize Frying Pan Tourism Guidance Services L.L.C. to provide to you, through medical personnel of its choice, customary medical assistance, transportation, and emergency medical services. This consent does not impose a duty upon Company to provide such assistance, transportation, or services.
Ticket Booking and Payment
Prices quoted are in AED (UAE dirhams), unless stated otherwise.
Every individual seeking to participate in our Trails is required to book a ticket using our online reservation system.
In the case of an online reservation, an advance payment must be made at the time of booking via our online payment system. Only bookings with complete payments will receive a confirmation and a space in the desired Trail.
To participate in our Trails, you must have an email confirmation from our team.
The trail price does include the all Food and Beverages that the trail guide recommends and orders for the group at each food establishment throughout the trail, unless stated otherwise (on the tour page) at the time of booking the trail.
The trail price may or may not include any transport to the trail starting point or from the trail ending point, as stated on the website page for the Trail.
The trail price may or may not include any transport that the trail guide may use for the group during the trail (e.g. a shuttle bus might be used if trail stops are too far away from each other to walk the distance.)
The trail price does not include any items (e.g. Food and Beverages, souvenirs, etc.) that the trail participant may choose to purchase beyond what is already provided by the trail guide. In such cases, the trail guide will either collect the extra payment from the trail participant or the participant may pay the third party vendor directly on the tour.
Minimum Trail Attendance
Our public trails are subject to minimum bookings as stated on the tour page on our website. In the unfortunate event that we do not have the minimum trail group size, we may reach out for a cancellation at least a day prior to the trail and refund any payments made towards booking the tickets.
Our private trails are determined on a case-by-case basis and will be communicated to the guest at the time of booking a private trail.
Cancellations/Rescheduling on Behalf of Trail Participant
- Kindly note that our change policies had been amended from March 10, 2018 to March 20, 2018.
- For all bookings made between March 10 and March 20 2018, inclusive, all tickets are non-refundable/transferable to another date unless the Ticket Guardian insurance is purchased at the time of checkout. Ticket Guardian insurance offers a 100% refund for a number of situations ranging from illness to work conflicts to family emergencies, as long as you notify Ticket Guardian of a cancellation any time before the tour begins.
- For all bookings made before March 10 or after March 20 2018, we apply the following policy for any tour booking, including one booked with a gift voucher / e-certificate:
- Cancellation policy
- 75% refund if 30 days or more before Trail
- 50% refund if 14 to 29 days before Trail
- 25% refund if 4 to 13 days before Trail
- 0% refund if 1 to 3 days before Trail
- Rescheduling policy
- For non-Sufra Trails:
- Rescheduling permitted to another tour of the same price only if request is received 7 days or more before the trail and if there is availability on the new date requested. Only one rescheduling request permitted per booking.
- No rescheduling permitted if request is received less than 7 days before the trail or if there is no availability on the new date requested.
- For Sufra Experiences, which contain the word ‘Sufra’ in their title on our website:
- A gift certificate will be issued for the ticket amount (VAT included but ticket fees are non-refundable) if your request is received 7 days or more before the Sufra Experience. The gift certificate will be valid for 2 months from the date it was generated.
- No gift certificate will be issued if request is received less than 7 days before the trail.
- For non-Sufra Trails:
- Cancellation policy
Cancellations on Behalf of Frying Pan Tourism Guidance Services L.L.C.
We expressly reserve the right to cancel a Trail at any time, in the case of unforeseen circumstances, even though this situation is highly unlikely to arise.
In a situation where we have cancelled the Trails at our end, we will fully refund all ticket bookings for that day OR reschedule the Trail to another date of your preference. You will have complete discretion in determining whether to obtain a refund or reschedule your Trail.
The Trail may be customized by the trail guide(s) through the duration of the trail based on a number of factors, including participants’ interest, seats available at a restaurant, participants’ pace of walking, allergies/dietary restrictions of participant(s) on the Trail, and other such factors.
We do not assume any responsibility for any sight, attraction, shop, food establishment or any such stop on the Trail route that may unexpectedly (a) be shut down or We do not assume any responsibility for any food establishment on the Trail route that may unexpectedly (a) be shut down or (b) have run out of a certain food or beverage item.
Transportation: Walking & Mobile Transport
You agree that you are able and willing to walk throughout the distance and duration listed on the website for that specific trail.
You are responsible for your own safety while walking during the Trail. We will do everything in our capacity to follow a safe Trail route, but we do not claim responsibility for any illness, injuries, accidents, loss, damage or theft caused to you by a third party (either person or organization) during the Trail.
On selected Trails, we may contract with an external vendor (organization or person) to provide transportation services during the Trail. We are unable to assume any liability for accidents, delays, injuries, loss or damage due to any act or default of such external vendors, engaged in transporting passengers.
Audio Equipment on the Trail
On any trails where audio equipment is distributed to our guests for their use on the trail, you are required to treat the equipment with care during the duration of the trail.
All audio equipment must be returned to your Frying Pan Tourism host at the conclusion of the trail.
Any equipment that is damaged in any form or lost by you will incur a charge of at least AED 200.00 or more in cash, depending on the situation assessed by your trail guide. This charge will be payable immediately on the trail.
You are wholly responsible for your own personal belongings throughout the Trail. We are unable to claim responsibility for any belonging that may have been lost or stolen from you by a third party during the Trail.
Release of Liability
To the maximum extent permitted by law, Frying Pan Tourism Guidance Services L.L.C. accepts no responsibility for any damage, loss, accident, sickness, injury or death that you or anyone else may suffer or incur arising out of the Trails and/or in connection with your booking and trail with us. You are advised to have comprehensive travel and health insurance. All personal effects are at your sole risk at all times during the Trail. By purchasing the ticket(s), you and/or your companions affirm that you have all fully understood and agree to these Terms and Conditions.