We understand that travel plans can change. To provide a fair experience for all our guests while managing the logistics of sunrise ballooning, the following refund structure applies to guest-initiated cancellations:
48 Hours or More Notice: 100% Refund. Cancellations made at least 48 hours before the scheduled pickup time are eligible for a full refund of the amount paid.
24 to 48 Hours Notice: 50% Refund. Cancellations made between 24 and 48 hours before the flight incur a 50% cancellation fee.
Less than 24 Hours Notice: 0% Refund. Cancellations made within 24 hours of the flight are non-refundable.
2. Weather-Related Refunds
Passenger safety is our absolute priority. Hot air ballooning is entirely weather-dependent. If a flight is cancelled by our Pilot-in-Command due to unfavorable weather conditions (such as high winds, fog, or low visibility):
Guests will be offered a Full Refund of the booking amount.
Alternatively, guests may choose to Reschedule to another available date at no additional cost.
If a flight is cancelled after pickup but before launch due to sudden weather shifts, a full refund still applies.
3. No-Show Policy
Our balloons launch at precise sunrise windows. Due to the time-sensitive nature of the experience:
If a guest is not present at the pickup location during the specified window, it will be treated as a "No-Show."
No-shows are strictly Non-Refundable.
We recommend being ready in your hotel lobby 10 minutes prior to your scheduled pickup window to avoid missing your flight.
4. Medical Cancellations
In cases of sudden illness or medical emergencies preventing a flight:
A full or partial refund may be considered if a valid medical certificate from a UAE-registered clinic or hospital is provided. This is handled on a case-by-case basis by our management team.
5. Rescheduling Options
Guests wishing to change their flight date can do so free of charge if the request is made more than 48 hours in advance, subject to availability. Rescheduling requests within 48 hours are subject to the same penalties as cancellations.
6. Refund Processing Time
Once a refund is approved:
Refunds will be processed via the Original Method of Payment.
Please allow 7 to 14 business days for the funds to appear in your account, depending on your bank's processing times.
Transaction fees or currency conversion differences applied by your bank are beyond our control and non-refundable.
7. Third-Party Bookings
If you booked your experience through a travel agent, online tour operator (e.g., Viator, GetYourGuide), or hotel desk, all refund requests must be processed through that specific vendor according to their respective terms.
