Booking & payment
How reservations are confirmed and how payment works.
Booking rules - Guest responsibilities - Safety conditions
Terms &
Terms &
Conditions.
These terms explain how bookings, payments, guest responsibilities, operational decisions, and service delivery work when you book with Cappadocia Hot Air Balloon Dubai.
GCAA-licensed
Since 2014
Human support
Safety-first ops
At a glance
Fair rules. Clear language. Safety always decides.
Please read before booking, especially for private charters, celebrations, and last-minute reservations.
Last updated: April 21, 2026
Quick Summary
What do our terms cover?
Our terms explain how bookings are accepted, how payments and guest details are handled, what guests are responsible for before the experience, and how operations may change for safety, weather, timing, or service conditions.
Guest responsibilities
Accurate details, timing, and conduct during the experience.
Operational & safety
Weather, timing, and pilot authority on flight-day calls.
When you enquire or reserve, we may need a few details before confirming your space. This helps us assign the right basket, pickup plan, timing, and crew.
A booking is not fully confirmed until the desk has accepted it, required payment is received, and a written confirmation has been sent with your booking reference.
What can affect availability
- Date, package, and guest count
- Weather and operational windows
- Basket capacity and crew scheduling
- Pickup location and routing
Custom, group, proposal, or private-charter requests may require separate confirmation and additional information.
AED by default. Published prices are shown in UAE dirhams unless clearly stated otherwise.
Secure processors. Payment is handled through trusted third-party providers and recorded against your booking reference.
Package-dependent. Final price varies by tier, guest count, transfer type, celebration add-ons, and custom setups.
Quotes expire. Private or branded-event quotes apply only for the scope and period clearly stated when sent.
Promo pricing. Published or quoted rates can change until the booking is confirmed and payment has been received.
Guests are responsible for providing accurate names, dates, contact details, guest counts, and any experience details relevant to participation. Incorrect or incomplete information can affect pickup, staffing, safety checks, or service delivery.
Please share clearly
- Guest count including adults and children
- Ages of children travelling
- Hotel or pickup location in Dubai
- Celebration notes such as proposal, anniversary, or birthday setups
- A contact number reachable on the morning of the experience
We plan your morning based on the information you submit. If anything changes, tell the desk as early as possible so the operations team can adjust correctly.
All experiences are subject to safety and operational judgment. Pilots and operations staff retain final authority on whether an experience proceeds, pauses, changes, or stops.
Weather, wind, visibility, technical checks, regulatory conditions, and guest-safety considerations may affect operations. Instructions given by pilots, drivers, guides, or crew must be followed.
GCAA-licensed
Civil aviation regulation and inspection shape every flight decision.
Weather-safe only
Flights operate only when wind, visibility, and temperature are safely within margin.
Operator discretion
The pilot in command holds the final go or no-go authority.
Since 2014
A long operating history built on conservative and steady decision-making.
Safety-first decisions are part of professional operations, not a service failure.
Section 05
Pickup, Timing & Arrival
Sunrise is strict. Here is the rhythm of your morning from pickup to return transfer.
1
Step 1
Pickup window
Be ready and reachable inside your confirmed pickup slot.
2
Step 2
Transfer
Driver route to the Dubai Desert Conservation Reserve.
3
Step 3
Check-in
Meet the team and complete the pre-flight briefing.
4
Step 4
Launch
Lift-off timed around first light in the desert.
5
Step 5
Landing
Around 45 to 60 minutes in the air, then crew retrieval.
6
Step 6
Post-flight
Breakfast, certificate, and wrap-up moments vary by package.
7
Step 7
Return
Drop-off back to Dubai after the experience is complete.
Please be ready within your confirmed pickup window. Return timing can vary slightly based on operations, landing zone, and traffic.
If we cannot reach you, or you miss the confirmed pickup window, participation may not be possible and refund eligibility may be affected.
What we need from you
- Be reachable by phone and WhatsApp during your confirmed pickup window
- Be physically ready in the lobby or agreed pickup point on time
- Contact the desk immediately if anything changes on the morning
Because balloon mornings move with sunrise and fixed aviation timing, we may not be able to delay a flight or related services for one late party.
Plain reality
Once operations move forward, we may not be able to hold the entire morning for one delayed booking.
Age, height & mobility
Some experiences carry age, height, health, or mobility eligibility rules. Share relevant details at booking so the crew can advise correctly.
Follow instructions
Pilot, crew, guide, and driver briefings are mandatory because they are there to keep every guest safe.
Health disclosures
Pregnancy, recent surgery, or serious health conditions should be disclosed in advance. We may advise a guest not to participate for safety reasons.
Conduct
Unsafe, disruptive, intoxicated, or non-compliant behavior may affect participation. Children remain the responsibility of their guardians.
Dress for the ground as well as the sky. Closed-toe shoes and light layers are recommended for launch, landing, and the cool pre-sunrise desert.
Proposal setups, anniversaries, birthdays, branded events, private charters, custom catering, and other bespoke services may carry separate terms.
Third-party vendor coordination such as photographers, florists, musicians, or branded decor may create separate payment, timing, or cancellation conditions. These are confirmed in writing inside your custom booking confirmation.
Review extra terms in your custom confirmation before the date is locked, and ask the desk if anything is unclear.
Photos or videos may be taken during experiences for service delivery, guest memories, or occasional promotional use across social posts, website imagery, or printed materials.
Guests can ask questions or raise concerns directly with the team. Private setups and custom shoots may have different media terms, and those are written into the custom confirmation before the event.
If you have concerns about photography or content use, raise them before or during the experience wherever possible and the team will respect a clear no.
Services are delivered subject to operational, safety, weather, access, and third-party conditions. We are not responsible for circumstances outside reasonable control where the service cannot proceed exactly as expected, but we will always work with you fairly to rebook or resolve where possible.
What sits inside our control
- Equipment condition and pre-flight inspection
- Crew training, briefings, and guest communication
- Pickup coordination, catering, and on-ground care
- Clear information shared honestly on the day
What does not
- Weather, wind, visibility, and dust conditions
- Civil-aviation or regulatory decisions
- Traffic, roadworks, or third-party venue changes
- Undisclosed guest health conditions affecting participation
These terms do not remove rights you may have under applicable UAE consumer law.
Vehicle rental rules
- Buggies, quads, and dirt-bikes must be driven only in approved sandy / desert areas, never on traffic roads or public streets.
- Rental or ride payment is collected in advance unless the booking confirmation says otherwise.
- Guests are responsible for following guide instructions and the safety briefing throughout the ride.
- Damage from accident, rollover, collision, or misuse may be chargeable to the renter under the rental agreement.
- Late returns may incur an additional fee per the rental agreement; specific amounts are confirmed in the booking confirmation.
Refund routing
- Approved refunds always route back to the original payment method - card, Apple Pay, Google Pay, or bank transfer.
- Service charges and taxes collected by payment providers are not refundable.
- Coupons, gift-cards, vouchers, and pre-purchased ticket sales may be non-refundable in all circumstances.
- Booking-confirmation terms specific to your reservation override the general scale on the cancellation policy page.
Safety gear and a guided briefing are included in every desert-vehicle booking. Vehicle damage waivers and personal-accident insurance are not included by default - confirm in writing if your booking expects them.
When is my booking considered confirmed?
A booking is confirmed once the desk has accepted it, required payment is received, and a written confirmation has been sent with your booking reference. An enquiry alone does not reserve your seat.
Can prices change before I confirm?
Published prices can change until your booking is confirmed. Quoted prices for private or custom setups apply only for the scope and period clearly stated in that quote.
What happens if I arrive late?
Sunrise operations are time-sensitive. If we cannot reach you or you miss the confirmed pickup window, participation may not be possible and refund eligibility may be affected. Please contact the desk as early as possible if anything is off.
Can the pilot or team cancel for safety?
Yes. Pilots and operational staff hold final authority on whether an experience proceeds. Safety-first decisions are part of professional operations, and the desk will guide you through the next step.
Are private charters subject to separate terms?
Yes. Private charters, proposals, celebrations, and branded events may carry additional payment, timing, and cancellation terms shared in the custom confirmation so nothing is a surprise.
Do your terms include the cancellation policy?
Cancellation rules sit on a dedicated page. These terms summarise how cancellations fit in and link out to the full Cancellation & Refund Policy.
What if I gave incorrect booking details?
Contact the desk as soon as possible. Incorrect names, pickup locations, or guest counts can affect safety checks and pickup, and we will help you correct them before the experience.
Who should I contact if I need clarification?
WhatsApp the desk on WhatsApp - +971 52 440 9525 or email [email protected]. Human replies are available during desk hours from early morning through evening.