Cancellation & Refund Policy
Last updated: October 2026
| If you cancel | Refund |
|---|---|
| 48 hours or more before pickup | 100% refund |
| 24 to 48 hours before pickup | 50% refund |
| Less than 24 hours before pickup | No refund |
How to cancel your booking
We accept cancellation requests by email only. We can't process cancellations made by WhatsApp, phone call or in person, so that every request is recorded in writing and handled the same way for every guest.
- Email [email protected], ideally from the address you used to book.
- Use the subject line Cancellation request - booking reference.
- Include the lead guest's full name, your booking reference, the package and the flight date.
- Wait for our written confirmation by email. If you haven't received one, check your spam folder or send the request again.
The refund shown in the table above is based on the time your email reaches us, measured against your confirmed pickup time.
Email your cancellation requestIf we cancel for weather
Hot air balloons only fly in calm, predictable conditions. If the Pilot-in-Command decides a flight can't go ahead safely, whether before your pickup or after you've already arrived at the launch site, you're offered a free reschedule to the next available morning or a full refund, whichever you prefer. A weather cancellation is a safety decision, not a booking problem on your end.
No-shows
If you're not ready at the confirmed pickup time and location, and the driver can't reach you, the booking is treated as a no-show and is non-refundable. Please be in your lobby a few minutes before the confirmed pickup window.
Rescheduling
If you cancel more than 48 hours before pickup, we're also happy to move your booking to a new date instead of refunding it, subject to availability. Send reschedule requests to the same email address.
Third-party bookings
If you booked through a third-party platform (such as a hotel concierge desk or an online travel agent rather than directly with us), your refund is processed through that vendor under their terms, not directly by us.
Refund processing
Approved refunds go back to your original payment method and are typically completed within 7 to 14 business days.
Need to cancel or change a booking? Email us with your booking reference.
Email [email protected]Cancellations are accepted by email only.