Complaints and disputes

1. How to complain

Email legal@rateextra.ae with the booking or application reference, a description of the issue and the outcome you seek. Operational issues with a live booking should first go to the operational contact named in your Contract.

2. How we handle it

We acknowledge receipt, investigate with the operations team and the supplier where relevant, and reply in writing. The acknowledgement states the timeline for our response.

3. Escalation

If you are not satisfied with the reply, you may ask for the complaint to be reviewed by the company's management by writing to legal@rateextra.ae with "Escalation" in the subject.

4. Products of third-party suppliers

Complaints about Hotel API bookings are handled by Safaryar Holidays as the contracting party; we will forward them and assist where we can.

5. Disputes

Disputes that cannot be resolved amicably are subject to the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, and to the exclusive jurisdiction of the courts of Dubai, as set out in the General Terms for Agencies.

• General Terms for Travel Agencies (B2B)