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Refund & Cancellation Policy

Last updated: August 24, 2026

1. Scope

This policy applies to bookings made through the official Dawn Xplore website and official customer-service channels for the Lovina Ocean Hot Balloon experience.

2. Weather or operator cancellation

Flights depend on weather, sea conditions, equipment readiness, and safety approval. If we cancel an experience, you may choose a full refund or, when available, move the booking to another suitable date or experience.

3. Customer cancellation or date changes

Please contact us through an official channel as soon as possible. We will confirm the options available for your booking before making any change. Eligibility may depend on the notice provided, availability, and costs already committed for your reservation. Nothing in this policy limits rights provided by applicable consumer law.

4. Incorrect or duplicate charges

If you believe you were charged incorrectly or more than once, send us the booking number, payment receipt, and a short description of the issue. We will review the payment record and refund any verified incorrect charge.

5. Refund method and timing

Approved refunds are returned through the original payment method whenever possible. Processing time depends on the payment provider and your bank. We will notify you when the refund has been submitted.

6. Official-payment protection

To protect your booking rights, make reservations and payments only through this website or a confirmed official channel. Payments sent to unofficial personal accounts may not be covered by our booking guarantee.