Cancellation tiers based on how far ahead notice reaches us and how many guests are on the booking, plus weather and operator-side rules. Send notice on WhatsApp or email first - the timestamp on that message is the record we use.
How notice is timed
Notice is timed from the moment your WhatsApp, email or phone message arrives with our team, not from when you decide to cancel. WhatsApp +971 52 440 9525 is the fastest channel and creates an instant timestamp. A short acknowledgement from our side confirms the timestamp on file.
Standard bookings, 1-3 guests
96 hours or more before departure: 95% refunded, with a 5% payment-processing charge retained on every refund regardless of notice. 24 to 96 hours before departure: 50% refunded, the other half retained to cover the vehicle hold, guide allocation and pickup planning already committed. Under 24 hours before departure, or a no-show: no refund, since the vehicle, guide and pickup driver are blocked off for the booked window with no realistic chance to refill the slot.
Group bookings, 4 or more guests
Group slots block out more vehicles and guides in advance, so the window is tighter. 7 days or more before departure: 50% refunded. 5 days or less before departure: no refund.
Overnight, balloon and custom slots
Overnight desert safari, hot air balloon and large-group bookings sit on their own published windows agreed in writing at booking. The acknowledgement message on those slots states which tier above applies to that specific booking.
When we cancel for weather
If our team or the balloon partner calls off a slot for weather - rain, sandstorm, low visibility, extreme heat, high wind aloft - you choose between a full refund (less the standard 5% processing fee) or a free reschedule to the next workable slot. On hot air balloon mornings, the pilot's call is final and we apply it directly to the booking.
When we cancel for safety or operations
If we call off a slot for vehicle, guide-availability or any operator-side reason, the same option applies: a full refund less the 5% processing fee, or a free reschedule. The decision is yours and we confirm it in writing.
Late pickup grace window
Our 4x4 holds at the agreed lobby for the full published pickup window. If we cannot reach you within 15 minutes after the late cut-off the slot is recorded as a no-show and the no-refund tier applies. Message us before the window closes if you are running late and we hold where conditions allow.
Refund settlement time
Refunds typically land within 7 to 10 business days of approval, and never later than 30 days from the original transaction date. Refunds return to the original payment method only - cards through the original processor, bank transfers to the originating account - and the exact timing past that point depends on your bank or card scheme rather than on our team.
Force majeure
Events outside either side's control - civil restrictions, third-party supplier failures, declared emergencies and similar - trigger a no-penalty reschedule or a full refund less the processing fee. Neither party carries fault in those cases.
How to send notice
WhatsApp +971 52 440 9525 - fastest, creates a timestamp. Phone +971 50 496 8087 and email [email protected] work as alternatives. Include your booking name, slot date and pickup window so we can pull the record straight away.
Contact
Questions about this policy? Email [email protected] or message us on WhatsApp +971 52 440 9525.