Cancellation
Policy.

**96 hours or more before scheduled departure: NO cancellation fee.** Cancel via the WhatsApp thread used to confirm; refund processed within 5–10 working days through the original payment channel (card, bank transfer, or cash). Email cancellations also accepted via [email protected] referencing the booking date.

**72 hours or more before scheduled departure: 50% cancellation fee.** Refund of 50% of the booking value processed within 5–10 working days. The 50% retained covers committed operational costs (vehicle allocation, guide assignment, camp slot preparation).

**Under 24 hours, same-day, or no-show: 100% cancellation fee.** No refund applies; the booking value is retained. The window is measured from the confirmed departure time — early-morning departures (e.g. 04:00 balloon pickup) measure from that time, not from midnight.

Reschedule 96+ hours ahead: free, subject to availability on the new date. New date confirmed via the same WhatsApp thread; payment carries over without re-charging.

Reschedule 72+ hours ahead: subject to availability, may carry a small admin fee (typically AED 50-100) for substantial date changes (week-on-week shift). Same-week reschedules typically processed without fee.

Reschedule under 24 hours: not generally possible without applying the cancellation policy. Discretion applied for genuine emergencies (medical, flight delay, severe weather affecting your travel) on a case-by-case basis with evidence.

Weather-driven cancellation: hot air balloon flights cancel inside the season (Oct–early May) when surface winds or visibility don't support safe operation. Pilot makes the call by ~03:00 on the morning of the flight; guests notified via WhatsApp. Reschedule offered to the next available slot, or complete refund per the cancellation policy if reschedule isn't workable for the guest.

Equipment-driven cancellation: rare but possible if a fleet shortage occurs on the day. Operator notifies guest as soon as possible and offers reschedule or alternative silo (e.g. shift from 4-seater to 2-seater buggy, or quad to safari combo) at adjusted price.

Road closure or external operational issue: complete refund or reschedule at guest preference, communicated as soon as the issue is identified.

Travel disruption (flight delay/cancellation, ground transport failure preventing pickup): present the airline/transport disruption evidence to the operator on WhatsApp and the cancellation fee is waived at operator discretion. Reschedule typically offered within the same trip dates.

Medical emergency: a doctor's note dated within 48 hours of the booked departure usually qualifies for fee waiver. Reschedule or refund at guest preference.

Force majeure: government-mandated closure, extreme weather event, regional security situation — complete refund or reschedule under operator initiative; standard cancellation fees do not apply.