Locked cancellation tiers based on how far ahead notice reaches us, plus weather and operator-side rules. Send notice on WhatsApp first - the timestamp on that thread 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. 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.
96+ hours before departure
No cancellation fee. The deposit (where one was taken) is refunded in full to the original payment method, or held as credit toward a future slot if you prefer.
72+ hours before departure
50% cancellation fee. Half the slot rate is retained to cover vehicle hold, guide allocation and pickup planning that has already been committed. The remaining 50% is refunded to the original payment method.
Under 24 hours / same-day / no-show
100% cancellation fee applies. The full slot rate is retained because the vehicle, guide and pickup driver have been blocked off for the booked window with no realistic chance to refill the slot at that notice.
Overnight, balloon and group slots
Overnight desert safari, hot air balloon and large-group bookings sit on their own published windows agreed in writing at booking. The acknowledgement WhatsApp on those slots states the cancellation tiers that apply 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 100% refund issued to the original payment method or a free reschedule to the next workable slot. No fee on our side.
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: 100% refund issued, or a free reschedule. The decision is yours and we confirm it in writing on WhatsApp.
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 100% tier applies. Message us before the window closes if you are running late and we hold where conditions allow.
Refund settlement time
Refund acknowledgement is sent within 24 hours. Funds typically settle in 7 to 14 working days. Cards return through the original processor; bank transfers return to the originating account; the exact landing time depends on your bank and 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 100% refund. 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.