How refunds are calculated, issued and settled once a cancellation, weather call-off or operator-side change is acknowledged on WhatsApp.
When a refund is issued
A refund is issued when (a) notice arrives 96+ hours before departure, where 100% of the slot fee is returned, (b) notice arrives 72+ hours before departure, where 50% of the slot fee is returned and 50% is retained as the cancellation fee, (c) we cancel a slot for weather, safety or any operator-side reason, where 100% is refunded or you take a free reschedule instead, or (d) a force-majeure event prevents the slot from running.
Refund amount table
96+ hours notice: 100% refund issued. 72+ hours notice: 50% refund issued, 50% cancellation fee retained. Under 24 hours / same-day / no-show: 100% cancellation fee applies, no refund. Operator-side or weather cancel: 100% refund issued, or a free reschedule at the guest's choice.
Method
Refunds return to the original payment method by default. Card payments refund through the original card processor. Bank transfers return to the originating account. Cash bookings settle by direct transfer or by cash on request.
Processing time
Refund acknowledgement is sent on WhatsApp within 24 hours of a valid request. Funds typically settle in 7 to 14 working days. The exact landing time depends on your bank, card scheme and country - not on our team. Where we miss the 14-day mark we tell you on the same WhatsApp thread with a clear reason and a fresh ETA.
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 100% refund issued to the original payment method or a free reschedule to the next workable slot. The pilot's call on balloon mornings is final and we mirror it on the booking record.
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 table above.
Disputes
Raise any disputed refund with us in writing on WhatsApp or email first - we usually resolve inside one business day. Where a resolution cannot be reached, the guest may escalate to the relevant UAE consumer protection authority. UAE Consumer Protection Law (Federal Law No. 15 of 2020) governs the dispute framework.
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.