MounTurtle Academy is operated by Mountain Turtle FZE, a company registered in Sharjah, United Arab Emirates.
For the purposes of this policy, references to “MounTurtle” or “MounTurtle Academy” refer to Mountain Turtle FZE operating under the MounTurtle Academy brand.
At MounTurtle, every adventure involves careful preparation, coordination with guides, accommodation providers, transport partners and local operators. Some of these arrangements require advance payments and become nonrefundable as the departure date approaches.
This policy is designed to provide clarity and fairness while allowing us to plan each experience safely and responsibly.
By confirming a booking and making a payment or deposit, participants acknowledge and accept the applicable cancellation and refund conditions below.
1. Domestic Adventures within the UAE
This policy applies to hikes, workshops, training adventures, mountain experiences and other trips conducted within the United Arab Emirates.
Participant Cancellation
More than 72 hours before the scheduled start
Participants may receive a full refund or, where applicable, transfer the amount paid as credit toward another MounTurtle experience.
Between 24 and 72 hours before the scheduled start
Participants are eligible for a 50% refund of the amount paid.
Less than 24 hours before the scheduled start
Cancellations received less than 24 hours before the scheduled start are nonrefundable.
No Show
Failure to attend the experience without prior cancellation is considered a no show and is nonrefundable. Late arrival that results in the participant missing the departure may also be considered a no show.
Cancellation by MounTurtle
If MounTurtle cancels a UAE experience and cannot provide a suitable alternative date, participants will receive a full refund of the amount paid.
Where an experience needs to be postponed because of weather, trail conditions, government restrictions or safety concerns, MounTurtle may offer participants a new date or booking credit.
Safety decisions made by MounTurtle or the appointed trip leader are final.
2. International Adventures & Expeditions
This policy applies to all MounTurtle trips, retreats, adventures and expeditions conducted outside the United Arab Emirates.
International adventures require significant advance planning and often involve nonrefundable payments to hotels, guides, transport providers, local operators and other suppliers.
Booking Deposit
A 30% deposit of the total trip price is required to secure a participant’s place unless otherwise specified for a particular trip.
The deposit forms part of the total trip price and is nonrefundable, except where MounTurtle cancels the trip for reasons within its reasonable control.
The remaining 70% balance is due 45 days before departure, unless different payment terms are specified for the particular adventure.
Bookings made within 45 days of departure require full payment at the time of booking.
Failure to pay the outstanding balance by the stated deadline may result in cancellation of the booking and loss of the deposit.
Participant Cancellation
Because international trips involve advance financial commitments, the following cancellation terms apply:
More than 45 days before departure
The 30% booking deposit is retained and is nonrefundable. Any additional amount paid will be refunded.
Between 30 and 45 days before departure
If the trip has been paid in full, 50% of the total trip price will be refunded. If only the 30% booking deposit has been paid, the deposit remains nonrefundable.
Less than 30 days before departure
All amounts paid are nonrefundable.
No Show or failure to join the trip
No refund will be provided.
Where MounTurtle is able to recover money from a supplier beyond the amount otherwise refundable under this policy, MounTurtle may, at its discretion, pass the recovered amount back to the participant after any applicable costs or fees.
Minimum Group Size
Certain MounTurtle adventures and expeditions require a minimum number of participants to operate.
Where the minimum group size is not reached, MounTurtle may cancel or postpone the trip. Participants will be offered either a transfer to the revised departure or a full refund of all amounts paid to MounTurtle for that trip.
MounTurtle is not responsible for independently booked flights, visas, equipment or other personal travel expenses resulting from such cancellation. Participants are therefore encouraged not to make nonrefundable travel arrangements until the departure has been confirmed.
Participant Requirements and Safety
Certain adventures require an appropriate level of physical fitness, technical ability, equipment, documentation, medical clearance or prior training.
Participants are responsible for ensuring that they meet the requirements communicated for their chosen adventure.
Where MounTurtle or the appointed trip leader reasonably determines that a participant cannot safely take part or continue because the required conditions have not been met, this will not be considered a cancellation by MounTurtle and refunds cannot be guaranteed.
Safety decisions made by MounTurtle, local guides or appointed trip leaders are final.
Withdrawal After an Adventure Has Begun
If a participant voluntarily withdraws, becomes unable to continue, arrives late, misses part of the itinerary or is required to stop participating for safety reasons after the adventure has begun, unused services are generally nonrefundable.
Any additional accommodation, transportation, evacuation, medical treatment or other costs resulting from an early departure are the participant’s responsibility unless covered by their insurance.
Cancellation by MounTurtle
If MounTurtle cancels an international adventure for reasons within MounTurtle’s reasonable control, participants will receive a full refund of all amounts paid to MounTurtle for the trip.
This does not include independently purchased flights, visas, insurance, personal equipment or other expenses not included in the MounTurtle booking.
Weather and Anticipated Safety Conditions
Mountain environments are dynamic, and participant safety takes priority over maintaining the original itinerary.
If weather forecasts, trail conditions, mountain conditions or other safety considerations identified before departure indicate that the planned dates cannot reasonably or safely proceed, MounTurtle may postpone or reschedule the adventure.
Participants will be offered the choice of:
- Booking Credit: 100% of the amount paid to MounTurtle will be retained as credit toward the rescheduled departure of the same trip.
- Refund: Participants who cannot attend the rescheduled dates may request a 50% refund of the amount actually paid to MounTurtle.
Any remaining amount reflects advance planning, administration and commitments already made to suppliers.
Force Majeure and Events Beyond Our Control
Certain circumstances may make it impossible or unsafe to operate an adventure. These may include severe weather, natural disasters, earthquakes, floods, wildfire, war, civil unrest, government restrictions, border closures, epidemics, major transportation disruption or other events beyond MounTurtle’s reasonable control.
If an international adventure is cancelled before departure because of such circumstances, MounTurtle will first seek to recover payments already made to suppliers.
Participants may receive a refund of up to 30% of the amount actually paid to MounTurtle, depending on the amounts recoverable from suppliers and costs already committed.
Where possible, MounTurtle may instead offer a credit toward a rescheduled departure or future MounTurtle adventure.
If a force majeure event occurs after an adventure has commenced, refunds cannot be guaranteed. Any refund will depend on amounts actually recovered from third party suppliers.
Changes to the Itinerary
Mountain travel requires flexibility.
Weather, trail conditions, safety considerations, transportation, local regulations or circumstances outside MounTurtle’s control may require changes to the itinerary, route, accommodation, activities or schedule.
Reasonable itinerary changes that preserve the overall nature of the adventure do not constitute cancellation and do not automatically entitle participants to a refund.
Flights, Visas and Personal Travel Arrangements
Unless specifically stated as included in the trip package, international flights, visas, insurance, personal transportation and other independently booked services are the participant’s responsibility.
MounTurtle is not responsible for losses resulting from flight cancellations, missed connections, visa refusal, passport issues or other personal travel arrangements.
Participants are strongly encouraged to purchase comprehensive travel insurance immediately after confirming an international booking.
For certain high altitude, remote or technically demanding adventures, appropriate travel insurance, medical coverage and emergency evacuation coverage may be mandatory. Any specific insurance requirements will be communicated before booking.
Booking Credit
Unless otherwise specified, MounTurtle booking credit is valid for 12 months from the original trip date.
Credit is subject to availability and may be applied toward an eligible MounTurtle adventure. Any difference in price for the new adventure must be paid by the participant.
Booking credit is nonrefundable and nontransferable unless otherwise approved by MounTurtle in writing.
Transfers to Another Participant
Where operationally possible, MounTurtle may allow a participant to transfer their booking to another eligible person.
Any transfer is subject to MounTurtle’s prior written approval, the suitability of the replacement participant, supplier conditions and any additional costs resulting from the change.
Some permits, flights, accommodation bookings or local operator arrangements may be nontransferable.
Refund Processing
Approved refunds will be returned, where possible, through the original method of payment.
Please allow approximately 7 to 14 business days for processing. Additional processing time may be required by banks, card providers or payment platforms.
Payment processing fees or bank charges that are not returned to MounTurtle may be deducted from the refund where legally permitted.
How to Cancel
Cancellation requests must be submitted in writing by email to MounTurtle.
The cancellation date will be considered the date on which MounTurtle receives the written request.
A cancellation is confirmed only once acknowledged by MounTurtle in writing.
Important
Specific adventures may carry different payment or cancellation conditions because of requirements imposed by local operators, accommodation providers, permits or other suppliers.
Where special conditions apply, they will be clearly communicated before booking and will take precedence over the standard international cancellation schedule above.
Nothing in this policy limits any rights available to consumers under applicable UAE law.
MounTurtle Academy
Operated by Mountain Turtle FZE, Sharjah, United Arab Emirates
Slowly IS Surely.