Guest cancellation
Timing determines refund eligibility. Earlier means better options.
Clear policies - Human support - Weather-safe flights
Cancellation and
Cancellation and
Refund Policy.
We keep our policy simple: safety first, communication early, and clear next steps when plans change.
GCAA Licensed
Weather-safe ops
Since 2014
WhatsApp support
Quick fact
Weather cancellation = free reschedule or refund.
No surcharge. No administrative fee. Decision communicated the evening before or morning-of, directly on WhatsApp.
Buggy, quad and safari follow a tiered fee scale - see schedule below.
Last updated: April 21, 2026
Quick Summary
What happens if I cancel or weather affects my Dubai balloon booking?
Guest cancellations depend on timing; operator or weather cancellations are handled with a free reschedule or full refund. The fastest way to update a booking is WhatsApp with your booking name and date.
Weather cancellation
Free reschedule or 100% refund. Your choice. No surcharge.
Support path
WhatsApp the desk with your booking name, date, and request.
Four rules that shape every decision we make.
A quick scan before the detail. If any of these do not fit your situation, the desk reviews edge cases personally.
Best handled early
Early Changes
The earlier you contact us, the more options we can offer.
Safety overrides schedule
Weather Safety
If weather or operations prevent flying, we offer a reschedule or refund.
Pickup timing matters
No-Show Risk
Late arrival or no-show may limit refund eligibility.
WhatsApp is fastest
Fastest Support
Send your booking name, date, and request for the quickest help.
Our guest-cancellation terms follow a simple principle: timing decides flexibility. The earlier we hear from you, the more options open up - reschedule, partial refund, credit, or a full release of your seat back into the pool.
48+ hours before
Full flexibilityFree cancellation or reschedule. Request a full refund to the original payment method, or shift your booking to any available date in the current season.
24 to 48 hours before
Partial refund50% refund or free reschedule. Operations are already planning your basket by this point, so a partial credit or a move to another date is the fairest path.
Less than 24 hours
Limited optionsReschedule preferred; refunds limited. At this point pilots, vehicles, catering, and vendor slots are locked in. We will always try to move you to another morning first.
Same-day cancellation
Case-by-caseSame-day requests are reviewed individually. Medical emergencies, flight disruptions, and bereavements are handled with care - send us supporting details and we will review promptly.
No-show
Non-refundableNo-shows are treated as completed bookings. If something went wrong on the morning, contact us within 48 hours and we will look at it.
Human exceptions are real.
We have made refund exceptions for medical emergencies, missed connections, and family bereavements across our twelve years of operating. The policy above is the default - life is not always default. WhatsApp the desk and tell us what is happening.
If we cancel the flight for weather or operational reasons, you receive a free reschedule or a full refund. Your choice. Without argument, without surcharge, without an administrative fee quietly deducted.
How we decide whether to fly
The call is made by a three-person authority: our duty meteorologist, the chief pilot, and the operations manager. We monitor surface wind, wind at 3,000 feet, visibility, temperature, and forecast stability. If any threshold is borderline at the 21:00 call, we cancel or delay.
When you'll hear from us
Weather calls arrive by 21:00 the evening before, sent directly on WhatsApp to your booking contact. Rare last-second scrubs at the launch site are handled in person - you still get a full refund or a free reschedule in either case.
Safety-first operations
Safety-first cancellations are not a failure of service. They are part of professional balloon operations.
GCAA-licensed operations
Every decision is framed by UAE General Civil Aviation Authority standards.
Weather checked before launch
Forecast reviewed the evening prior, confirmed on the launch field at rig-out.
Guests informed as early as possible
Direct WhatsApp by 21:00 the night before wherever the forecast allows.
No pressure to fly in unsafe conditions
The pilot-in-command has final veto. Commercial pressure never overrides the call.
Can I move my date?
Yes. Reschedules are free up to 24 hours before flight, and depend on availability on your new date. High-season weeks from November through February fill faster, so flexibility helps.
How do I request a change?
Fastest: WhatsApp with your booking name, original date, and preferred new date. The desk confirms typically within 15 minutes during operating hours.
Does it depend on seats or season?
Yes - reschedules are subject to availability. Mid-week mornings in shoulder season are easiest. Weekends in December through February book out early.
Can I move to another package?
Yes - upgrades to VIP or Private Charter are welcome, with the price difference settled at confirmation. Downgrades get a credit for the difference against a future booking.
Changing guest count
Guest-count changes are simple. Adding guests depends on available seats on your flight. Removing guests up to 48 hours before flight refunds the removed seats in full; within 48 hours the standard cancellation scale applies per removed guest.
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1
Request received
You message the desk with your booking name, date, and request. We acknowledge within 15 minutes during desk hours and open a record on your booking.
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2
Team confirms eligibility
We check the request against this policy and any custom terms in your confirmation email. Edge cases are reviewed by the operations manager personally.
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3
Refund initiated
Approved refunds are initiated to the original payment method - card, Apple Pay, Google Pay, or bank transfer. You receive a written confirmation with the initiation reference.
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4
Bank or provider processing
From initiation: cards typically 3 to 5 business days, bank transfers 5 to 10 business days, and third-party providers may take longer. If day 10 passes, WhatsApp us and we will chase your bank directly.
Payment-provider timing can vary after refund initiation. Custom or third-party routes may have slightly different timelines - we will flag these in your confirmation message.
Because balloon operations move to a strict sunrise schedule, late arrival can prevent participation even when a guest is still en route. This is not a rigid rule - it is physics.
What we need from you
- Be reachable by phone and WhatsApp during your confirmed pickup window from 03:30 to 04:30 AM.
- Be physically ready in the hotel lobby at the confirmed pickup time - the driver cannot wait more than 5 minutes before departing.
- If something delays you, message the driver or the desk immediately. If we know, we can often restructure.
What happens when a guest is late
If you miss pickup and we can safely backtrack, we will do it. If we cannot because other guests' window is closing, the booking is recorded as a no-show. At our discretion we will offer a partial credit toward a future booking for first-time misses where the guest made a clear good-faith effort.
Driver contact is shared the night before.
You receive the driver's name, vehicle, and direct number on WhatsApp with your pickup confirmation. Save it before you sleep.
01
Private Charters
Private-basket bookings follow the standard scale up to 7 days out. Within 7 days, 50% of the fee becomes non-refundable to cover held pilot and ground-crew time.
02
Proposal setups
Photographer, florist, and setup team are booked 2+ weeks out. Within 72 hours of the flight those costs are committed and become non-recoverable from refunds.
03
Birthday and anniversary decor
Cakes, banners, and bouquets are ordered 48 hours ahead. Reschedules travel with your booking; full cancellations refund these add-ons only if ordered more than 48 hours out.
04
Special catering and transport
Custom menus, chef-on-site service, and luxury vehicle upgrades have specific supplier terms included in your booking email. Read before you sign.
05
Corporate groups and branded events
Groups of 12+ and branded events sign a short event agreement alongside the standard booking, with payment schedules and per-event cancellation terms. Your account manager walks you through it before the deposit is requested.
Always check your confirmation email
Any custom terms specific to your booking are included in the confirmation email. If it is in your email, it overrides this page for that booking.
Non-group bookings
Buggy / Quad / Dirt-bike / Safari
- 96h+No cancellation fee
- 72h+50% cancellation fee
- <24h100% cancellation fee
A general 10% cancellation fee plus supplier or operator fees may apply per voucher terms.
Group bookings (4+ pax)
Single booking with 4 or more guests
- 7d+50% cancellation fee
- ≤5d100% cancellation fee
Private tours of 4+ pax follow this group schedule unless your voucher states otherwise.
Hot-air balloon
Sunrise flight bookings
- 48h+Full refund or free reschedule
- <48hFull payment forfeited / no refund
- WeatherOperator-cancelled flights = full refund or free reschedule
All booking and passport / Emirates ID details must be completed by 15:00 GST the day before the flight.
Late arrival & no-show
On the day of activity
- LateArrival under 10-15 min early may reduce ride time without refund
- No-showTreated as 100% cancellation, non-refundable
- Same-daySame-day cancellations and missed slots are non-refundable
If something delays you, message the desk immediately on WhatsApp - we restructure where we can.
Refunds always route to the original payment method. Service charges and taxes are non-refundable. Coupon, gift-card, and voucher sales may be non-refundable in all circumstances. Booking-specific terms in your confirmation email override this scale.
How to Request Help
Three short steps. A single message usually resolves everything.
Message us
WhatsApp is fastest. Phone works. Contact form works. Email works. Pick the channel you already have open.
Share booking details
Full booking name, booking date, experience booked, request type, and your preferred contact method.
We confirm next steps
You receive written confirmation of what happens next and when to expect the resolution. One message, one thread, done.
What if weather cancels my flight?
If we cancel for weather, you receive a free reschedule or a 100% refund. Your choice, no surcharge. The call is made by 21:00 the night before, direct to WhatsApp.
Can I reschedule instead of refunding?
Yes - reschedules are the easiest path and depend on available seats on your new date. WhatsApp is the fastest way to request a change; the desk confirms typically within 15 minutes.
What if I cancel the night before?
Reschedule is almost always the better path at that point. Within 24 hours of flight, refunds are limited, but we will move you to another morning free of charge. Emergencies are handled case by case.
What if I miss my pickup?
Balloon operations follow a strict sunrise schedule, so missed pickups may count as no-shows. Stay reachable during your confirmed pickup window; if something goes wrong, call the driver or the desk immediately.
How long do refunds take?
Once approved, refunds are initiated to your original payment method within 48 hours. Card refunds typically show in 3 to 5 business days, bank transfers 5 to 10. Past day 10, WhatsApp us and we will chase your bank.
Are private charters treated differently?
Yes - private and celebration bookings often have separate terms because of supplier, catering, or setup costs. Your confirmation email includes any terms specific to your booking; those override the default scale.
What is the fastest way to contact support?
WhatsApp on +971 52 440 9525. The desk replies in under 15 minutes during operating hours, 03:00 to 22:00 GST.
Can I change my guest count after booking?
Yes - guest-count changes are handled by the desk and depend on availability. Removing guests more than 48 hours out refunds those seats in full; within 48 hours the standard cancellation scale applies per removed guest.
I'm a group of 4+ - do different rules apply?
Yes - group bookings of 4 or more guests in a single voucher follow the group schedule. 7+ days before departure has a 50% cancellation fee, and 5 days or less has a 100% fee. Private tours with 4+ pax usually follow this scale unless your voucher overrides it.
Are dune buggies insured? What if I damage one?
Helmet, goggles, gloves, fuel, water, and a guided safety briefing are included. Buggies must be driven only in the approved sandy desert area and not on traffic roads. Guests are responsible for following guide instructions; damage from accident, rollover, collision, misuse, or late return may be chargeable under the rental agreement. See our safety page for full rider responsibility details.
What happens if I arrive late for buggy or quad?
Be ready 10-15 minutes before your pickup or ride time. Late arrival can shorten your session because safety briefings and vehicle slots run on a fixed schedule. Reduced ride time due to late arrival is not normally refunded. No-shows count as 100% cancellation.