At Virgin Balloon Flights, we understand that circumstances can change, and you may find yourself considering a refund for your voucher. We're here to help and guide you through this process with care and understanding.
Our friendly team is committed to providing you with the best possible assistance, always keeping in mind the specific terms of the voucher you've purchased.
We'll do our utmost to explore all available options and find a solution that works for you, whether that's a refund (where eligible), an exchange, or an alternative that ensures you still get to enjoy an unforgettable experience. Let's work together to address your concerns and find the best way forward.
Is my voucher refundable?
The refundable status of your voucher will depend on the type of voucher you hold and whether you are the original purchaser of that voucher.
We sell four types of vouchers:
- Weekday Morning (non-refundable)
- Weekday Morning or Evening (non-refundable)
- Any Day Morning or Evening (non-refundable)
- Any Day Morning Or Evening PLUS (Refundable when conditions are met - see Weather Refundable Vouchers)
Your Right to a Refund
If you are the original purchaser of your vouchers and you change your mind about taking a balloon flight, you have a right to a refund within 14 days of purchase, provided you haven't booked a flight.
After 14 days from the date of purchase, if you haven't booked a flight, you'll only be eligible for the terms of our gift card exchange policy.
Can I Get a Refund If My Flight Was Cancelled?
At Virgin Balloon Flights, we understand that flight cancellations can be disappointing. Here's what you need to know about our refund policy:
Standard Vouchers Are Non-Refundable
Our standard vouchers are non-refundable. This policy helps us manage the unpredictability of suitable flying conditions.
All vouchers include a Virgin Experience Days Gift Card exchange option. This ensures you can enjoy an amazing experience if you decide a hot air balloon ride isn't for you.
See Is my voucher exchangeable? for more details on the conditions required for an exchange.
Our Weather Refund Option
For added flexibility, we offer an 'Any Day Morning Or Evening PLUS' voucher that includes a weather refund option. This provides additional protection against multiple cancellations.
Refund Eligibility
If you've purchased the Any Day Morning Or Evening PLUS voucher, you become eligible for a refund under the following conditions:
- Your flight has been cancelled by us seven or more times
- You must be the original voucher buyer
- Your voucher is still valid
A £10 per voucher administration fee will be deducted from the refund amount
Additional Circumstances for Refunds
Virgin Balloon Flights may offer refunds in exceptional circumstances where we have been unable to fulfil our contractual obligations to you. Such instances may include, but are not limited to:
- Significant failures in our flight operations
- Inadequate communication regarding the status of your flight
- Substantial lapses in service quality
These situations are assessed on a case-by-case basis by our dedicated customer service team, who will thoroughly review each request to ensure fair and appropriate resolution. You must be the original voucher buyer to request a refund, otherwise an exchange may be offered.
How to Request a Refund
If you meet the eligibility criteria, please contact our customer service team to initiate the refund process. They will guide you through the necessary steps.
Additional Information
For more detailed information about our weather refund option and cancellation policies, please refer to our full Terms and Conditions.
If you have any further questions or need assistance, our customer service team is always here to help. We appreciate your understanding.