Cancellation and Refund Policy

Effective Date: September 12, 2023

Introduction

At Ava Easy Fly (“we,” “us,” or “our”), we are committed to providing exceptional hot air balloon experiences to our valued customers. We understand that plans can change, and unforeseen circumstances may arise. This Cancellation and Refund Policy outlines the terms and conditions regarding cancellations, rescheduling, and refunds for our services. By booking with us, you agree to the terms set forth in this policy.

For any questions or concerns, please contact us at:

• Address: 2049 Coit Rd #300, Plano, TX 75075
• Phone: +1 (972) 758-9588
• Email: [email protected]
• Company: Sunshine Travel LLC

General Cancellation Policy

Customer-Initiated Cancellations

For Individual and Group Bookings

• Cancellations Made More Than 72 Hours Before Scheduled Flight:

  • Refund: Eligible for a full refund of the booking amount.
  • Rescheduling: Allowed without any additional fees.

• Cancellations Made Between 48 to 72 Hours Before Scheduled Flight:

  • Refund: Eligible for a 50% refund of the booking amount.
  • Rescheduling: Allowed with a rescheduling fee of $50 per person.

• Cancellations Made Less Than 48 Hours Before Scheduled Flight:

  • Refund: Not eligible for a refund.
  • Rescheduling: Not permitted; booking is forfeited.

For Private and Corporate Packages

• Cancellations Made More Than 7 Days Before Scheduled Flight:

  • Refund: Eligible for a full refund minus any non-refundable deposits or expenses incurred.
  • Rescheduling: Allowed without any additional fees.

• Cancellations Made Between 3 to 7 Days Before Scheduled Flight:

  • Refund: Eligible for a 50% refund of the booking amount.
  • Rescheduling: Allowed with a rescheduling fee of $200.

• Cancellations Made Less Than 3 Days Before Scheduled Flight:

  • Refund: Not eligible for a refund.
  • Rescheduling: Not permitted; booking is forfeited.

Company-Initiated Cancellations

Due to Weather or Safety Concerns

• Rescheduling: We will offer to reschedule your flight at no additional cost.
• Refund: If rescheduling is not possible or desired, a full refund will be provided.

Due to Operational Issues

• Rescheduling: We will offer to reschedule your flight at no additional cost.
• Refund: If rescheduling is not possible or desired, a full refund will be provided.

No-Show Policy

• Definition of No-Show: Failure to arrive at the designated meeting point at the specified time without prior notice.
• Consequence: No refund will be issued, and rescheduling is not permitted. The booking is considered forfeited.

Late Arrivals

• Arriving Late but Before Departure:
  • Accommodation: We will make reasonable efforts to accommodate late arrivals but cannot delay the flight departure.
  • Responsibility: It is the customer’s responsibility to arrive on time. No refunds or rescheduling will be provided for late arrivals who miss the flight.

Rescheduling Policy

Customer-Initiated Rescheduling

For Individual and Group Bookings

• Requests Made More Than 72 Hours Before Scheduled Flight:

  • Rescheduling: Allowed without any additional fees.

• Requests Made Between 48 to 72 Hours Before Scheduled Flight:

  • Rescheduling Fee: $50 per person applies.

• Requests Made Less Than 48 Hours Before Scheduled Flight:

  • Rescheduling: Not permitted; booking is forfeited.

For Private and Corporate Packages

• Requests Made More Than 7 Days Before Scheduled Flight:

  • Rescheduling: Allowed without any additional fees.

• Requests Made Between 3 to 7 Days Before Scheduled Flight:

  • Rescheduling Fee: $200 applies.

• Requests Made Less Than 3 Days Before Scheduled Flight:

  • Rescheduling: Not permitted; booking is forfeited.

Company-Initiated Rescheduling

• No Fees Applied: When rescheduling is initiated by Ava Easy Fly due to weather, safety, or operational reasons, no rescheduling fees will apply.

Refund Process

• Refund Method: Refunds will be issued to the original payment method used at the time of booking.
• Processing Time: Please allow up to 10 business days for the refund to appear in your account.
• Non-Refundable Charges: Any bank fees, credit card processing fees, or non-refundable deposits will be deducted from the total refund amount.
• Currency Fluctuations: We are not responsible for changes in currency exchange rates that may affect the refund amount.

Gift Certificates and Vouchers

• Non-Refundable: Gift certificates and vouchers are non-refundable and cannot be exchanged for cash.
• Transferable: They are transferable to another person with written notification to us.
• Validity Period: Valid for 12 months from the date of purchase unless otherwise specified.
• Extensions: Extensions may be granted under special circumstances at our discretion.

Special Circumstances

Medical Emergencies

• Documentation Required: A valid medical certificate or doctor’s note must be provided.
• Refund or Rescheduling: We will assess on a case-by-case basis to offer a refund or rescheduling without fees.

Force Majeure Events

• Definition: Includes natural disasters, pandemics, government actions, or other events beyond our reasonable control.
• Options Provided:
  • Rescheduling: We will work with you to reschedule your flight at a mutually convenient time.
  • Refund: If rescheduling is not possible, a full refund will be provided.

How to Cancel or Reschedule

• Contact Us Promptly: To cancel or reschedule, please contact us as soon as possible via:
  • Phone: +1 (972) 758-9588
  • Email: [email protected]
• Provide Necessary Details: Include your booking reference number, full name, scheduled flight date and time, and reason for cancellation or rescheduling.
• Written Confirmation: We will provide written confirmation of your cancellation or rescheduling request.

Important Notes

• Weather Conditions: Hot air balloon flights are highly dependent on weather conditions. Safety is our top priority, and flights may be canceled at the pilot’s discretion.
• Minimum Passenger Requirements: Some flights require a minimum number of passengers to operate. If this number is not met, we may reschedule or cancel the flight with a full refund provided.
• Changes to Packages: Any changes to your selected package may incur additional fees and are subject to availability.

Changes to This Policy

We reserve the right to modify this Cancellation and Refund Policy at any time. Any changes will be effective immediately upon posting on our website with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates.

Contact Information

For any questions or assistance regarding cancellations, rescheduling, or refunds, please contact us:

• Address: 2049 Coit Rd #300, Plano, TX 75075
• Phone: +1 (972) 758-9588
• Email: [email protected]
• Company: Sunshine Travel LLC

Thank you for choosing Ava Easy Fly. We look forward to providing you with an unforgettable hot air balloon experience.