Terms, Conditions & Privacy Policy

1. Accepted Payment Methods

a) Kopa Balloon accepts payment through PayTabs, Paymob and MyFatoorah. We support Visa, Mastercard, Mada, Apple Pay, Google Pay, Fawry and bank-transfer where the gateway permits. We never store full card numbers on our servers.

b) Wallet top-ups, loyalty credits and promotional vouchers may be applied during checkout subject to the conditions printed on the voucher and the rules of the loyalty programme.

c) A payment is considered “successful” only after the gateway returns an Approved status and our system marks the booking as Paid. If a gateway charges your card but the booking remains Pending for more than 30 minutes, please contact [email protected] with your transaction reference.

1. Changes Made by Kopa Balloon

a) Hot-air ballooning depends on weather and aviation conditions. We reserve the right to change the launch site, take-off time, flight duration or assigned company at any time before take-off in the interest of passenger safety.

b) Minor changes (revised pickup time within the same day, change of basket assignment, change of guide) do not entitle the passenger to compensation.

c) For a major change (new flight date, change of flight area, downgrade of inclusions) you may, free of charge, (i) accept the change, (ii) move to an equivalent product or (iii) cancel for a full refund.

1. Cancellation by You

a) Cancellations must be confirmed in writing (in-app, email or WhatsApp). The time stamp recorded by our platform is used to determine the applicable refund tier. The schedule below is calculated from the scheduled take-off time:

• 30 days or more — 90% refund / 10% retained as service fee
• 15 – 30 days — 70% refund
• 8 – 14 days — 50% refund
• 3 – 7 days — 30% refund
• Less than 72 hours / no-show — non-refundable

b) A passenger who fails to appear at the agreed pickup point on time and cannot be reached on the registered phone number will be marked as a no-show and is not eligible for a refund.

1. What Your Ticket Includes

• Hotel pickup & return within the published service area
• Pre-flight safety briefing by the pilot-in-command
• 45–60 minute hot-air balloon flight (subject to wind)
• Civil-aviation passenger insurance during the flight
• Digital flight certificate
• QR boarding pass tracked from pickup to landing
• 24/7 customer support via app, email and WhatsApp

1. The Day of Your Flight

a) Pickup times are typically between 04:00 and 07:00 to allow take-off at sunrise. A driver assigned via the Kopa Balloon dispatch system will contact you at the registered phone number 15–30 minutes before arrival. You may also follow the driver in real time inside the app.

b) Each passenger is issued a unique QR boarding pass that is scanned by the driver at hotel pickup, by ground crew at the launch field and again on landing. Please keep the QR code accessible (printed or on your phone) throughout the trip.

c) The pilot-in-command holds final authority over all on-board decisions including take-off, route, altitude, and landing site. Passengers must follow crew instructions at all times.

1. Eligibility & Health

a) Hot-air ballooning is generally suitable for adults and children aged 6 years or older. Children under 12 must be accompanied at all times by a parent or legal guardian and must be tall enough to see over the basket edge unaided (approximately 130 cm).

b) The following passengers are not permitted to fly:

• Pregnant women at any stage of pregnancy
• Persons under the influence of alcohol or recreational drugs
• Persons with recent surgery, severe heart, lung or back conditions without written medical clearance
• Persons with mobility limitations preventing them from standing unaided for 60 minutes

c) The lead passenger must disclose any relevant medical condition at the time of booking. Failure to disclose may result in refused boarding without refund.

1. Travel Documents

a) It is the sole responsibility of every passenger to hold a valid passport, visa, residence permit or national ID required to enter and travel within the country in which the flight operates. Kopa Balloon accepts no responsibility for delays, cancellations or refused boarding caused by missing or invalid documents.

b) For internal record-keeping, civil-aviation authorities may require the lead passenger to present a valid photographic ID at the launch field. Please carry your passport or national ID on the day of the flight.

c) We strongly recommend that every passenger holds comprehensive travel insurance covering medical, repatriation and trip-cancellation risks for the entire duration of the visit.

1. What We Collect

We collect only the data that is strictly necessary to operate your booking, deliver the service and improve the platform:

• Identity: name, email, phone, nationality, photo (optional)
• Booking: tour, date, passengers, hotel, pickup location
• Payment: gateway transaction reference (we never store full card numbers)
• Location: precise GPS location (and approximate location derived from it) collected only while an active booking is in progress and you grant location permission
• Device: FCM push token, IP address, device model, app version
• Support: chat messages, ratings and complaint records

2. Location Data

a) We may collect your device location to operate pickup and trip tracking features. This includes precise location (GPS/network-based coordinates) and the approximate location derived from it.

b) Location is used only for service purposes such as assigning the nearest driver, showing live driver/passenger position during pickup, validating pickup completion, trip safety, and support troubleshooting. We do not sell location data.

c) Collection timing: location is collected while you are using the app for an active booking, and may continue for a limited period in the background only where required to complete active pickup and routing workflows.

d) Sharing: only the minimum location details needed to deliver the service are visible to assigned operational parties (for example, your assigned driver/company operations team) and to technical providers acting on our behalf.

e) Controls: you can deny or revoke location access at any time from your device settings. If location access is disabled, some features (live pickup tracking, nearest-driver assignment, and certain real-time updates) may not work correctly.

3. How We Use Your Data

a) Performing the contract: confirming your booking, dispatching a driver, issuing the QR boarding pass, sending flight reminders and delivering your certificate.

b) Legal obligations: passenger manifests required by civil-aviation authorities, tax invoices and accounting records.

c) Legitimate interests: fraud prevention, platform analytics, service improvement and security.

d) With your consent: marketing emails, push notifications and loyalty offers. You may withdraw consent at any time from the app settings or by emailing [email protected].

4. Sharing & Driver Visibility

a) Operating companies, pilots, ground crew, drivers and guides assigned to your flight see only the minimum data needed to deliver the service: your name, pickup location, passenger count and a contact channel through the app.

b) Phone-sharing toggle: Your real phone number is only revealed to the assigned driver if you enable the “Share my phone with the driver” option at checkout. Otherwise the driver contacts you through a masked in-app channel.

c) We share data with payment processors (PayTabs, Paymob, MyFatoorah), push-notification services (Firebase) and government authorities only where required by law or to operate the service. We never sell your personal data.

5. Retention & Security

a) Booking and accounting records are retained for the period required by tax and aviation regulations (typically up to 7 years). Marketing consent records are kept until you withdraw your consent. Live location data is deleted within 24 hours of trip completion.

b) We protect your data using TLS in transit, encryption at rest, role-based access control and routine security audits. No system is 100% secure; you should keep your account password confidential and notify us immediately of any suspected unauthorised access.

1. Liability & Insurance

a) Each balloon flight is insured under a civil-aviation passenger liability policy held by the operating company in accordance with the rules of the local civil-aviation authority.

b) To the maximum extent permitted by law, Kopa Balloon’s total liability for any claim arising out of or in connection with a booking is limited to the amount actually paid by the passenger for that booking. We are not liable for indirect, incidental, consequential or punitive damages, or for loss of profit, enjoyment or opportunity.

2. Intellectual Property

All trademarks, logos, software, photographs, videos and written content displayed on kopaballon.com and inside the Kopa Balloon mobile applications are the property of Kopa Balloon or its licensors. You may not copy, reproduce, redistribute or create derivative works without our prior written permission.

3. Reviews & User Content

By submitting a review, photo, video or any other content through the platform, you grant Kopa Balloon a worldwide, royalty-free, non-exclusive licence to host, display, reproduce and distribute that content in connection with the operation and promotion of the service. You confirm that the content does not violate any third-party right and is not unlawful, defamatory or offensive.

4. Governing Law & Disputes

a) This Agreement is governed by the laws of the Arab Republic of Egypt, without regard to its conflict-of-law principles. The courts of Cairo have exclusive jurisdiction over any dispute that cannot be resolved amicably.

b) Before initiating any legal proceeding, you agree to contact [email protected] with a clear description of the dispute and to allow Kopa Balloon 30 days to propose an amicable resolution.

5. Changes to This Agreement

We may update this Agreement from time to time to reflect changes in our services, technology, the law or our business practices. Material changes will be notified through the app, by email and on this page at least 14 days before they take effect. Continued use of the service after the effective date constitutes acceptance of the updated Agreement.