How refunds are calculated, issued and settled once a cancellation, weather call-off or operator-side change is acknowledged.
Standard bookings (1-3 guests)
Cancel 96 hours or more before departure and 95% of the slot fee comes back to you - a 5% payment-processing charge applies to every refund regardless of notice given. Cancel between 24 and 96 hours out and 50% is refunded, with the other half retained to cover the vehicle, guide and pickup slot already committed. Cancel under 24 hours before departure, or fail to show, and the booking is non-refundable.
Group bookings (4+ guests)
Larger bookings run on a tighter window because more vehicles and guides are blocked out in advance. Cancel 7 days or more before departure for a 50% refund. Cancel with 5 days' notice or less and the booking is non-refundable.
Refund amount table
Standard bookings - 96+ hours notice: 95% refunded (5% processing fee retained). 24-96 hours notice: 50% refunded. Under 24 hours or no-show: no refund. Group bookings (4+ guests) - 7+ days notice: 50% refunded. 5 days or less: no refund. Operator-side or weather cancellation: full refund less the 5% processing fee, or a free reschedule at your choice.
Method
Refunds return to the original payment method only. Card payments refund through the original card processor; bank transfers return to the originating account. All amounts are quoted and settled in AED, and no extra card-network fee is added on our side.
Processing time
Refunds typically land within 7 to 10 business days of approval, and never later than 30 days from the original transaction date. The exact timing past that point depends on your bank or card scheme rather than on our team.
Weather cancellation
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.
How to request a refund
Message us on WhatsApp or email with your booking name, slot date and pickup window. Whichever channel reaches us first is what we timestamp against the notice-period tiers above, so raise a cancellation the moment your plans change rather than waiting.
Voucher refunds
Refunds against unused gift vouchers follow the voucher terms page. A slot booked against a voucher and then cancelled inside a refund tier reinstates the voucher value for use within the original validity window rather than refunding cash.
What is not refundable
Optional add-ons that have already been delivered (photographer media handed over, transport already used, pickup runs already completed before a guest no-show) are not refundable. The slot fee itself follows the tiers above.
Contact for refunds
WhatsApp +971 52 440 9525 reaches the refund desk fastest. Phone +971 50 496 8087 and email [email protected] are alternatives. Include your booking name, slot date and pickup window so we can pull the record without delay.
Contact
Questions about this policy? Email [email protected] or message us on WhatsApp +971 52 440 9525.