Refund policy

1. Purchases and Vouchers Without an Agreed Flight Date

For gift vouchers and services where the customer has not yet agreed on a specific flight date with the Operator, the statutory right of withdrawal under Directive 2011/83/EU applies.

Refund Conditions

  • withdrawal period: 14 days from purchase,
  • entitlement to a 100% refund,
  • the voucher must not have been redeemed or partially used prior to withdrawal,
  • refunds are issued using the same payment method (unless agreed otherwise).

Voucher Validity

  • all vouchers are valid for 1 year,
  • after expiry, vouchers may still be redeemed, but Cloud Adventures may charge a reasonable surcharge to cover inflation or increased operational costs.

2. Flight Reservations With a Specific Date

Once the customer:

  1. contacts the Operator, and
  2. agrees on a specific flight date and time,

At this moment, the 14-day withdrawal right no longer applies and the cancellation policy below applies. At this moment, a leisure service contract for a fixed date is formed under Article 16(l) of Directive 2011/83/EU.

Customer-initiated Cancellation

Time of cancellation

Refund

More than 48 hours before the flight

100% refund or free rescheduling

24–48 hours before the flight

50% refund or issuance of a voucher

Less than 24 hours / no-show

No refund

The customer must inform both Cloud Adventures and the Operator as soon as possible to avoid unnecessary operational costs.

3. Cancellation by the Pilot or Operator

The pilot or operator may cancel the flight for safety, technical, or operational reasons, including:

  • adverse weather,
  • technical failure,
  • air traffic restrictions,
  • other circumstances affecting flight safety.

The pilot may also cancel the flight on site if the customer:

  • is under the influence of alcohol,
  • is under the influence of drugs or psychoactive substances,
  • behaves in a way that could endanger flight safety or the crew,
  • refuses to follow pilot instructions.

In these cases, the customer has no entitlement to a refund.

If the flight is cancelled for objective reasons, the customer is always entitled to:

  • 100% refund, or
  • free rescheduling.

The pilot’s decision is, under aviation regulations, final and binding.

4. Refund Processing Time and Method

  • refunds are processed within 14 days from confirmation of cancellation or withdrawal,
  • refunded using the original payment method unless agreed otherwise,
  • processing times may be extended by bank or payment provider procedures.

5. Voucher Restrictions and Non-Transferability

  • vouchers cannot be exchanged for cash,
  • vouchers can be used only within their validity period,
  • cancellations after voucher expiry are not refundable,
  • redemption after expiry may be subject to a reasonable surcharge as described in Section 1.

6. How to Request a Refund or Cancellation

You may submit your request via:

Email: info@cloudadventures.us
Phone: +421 902 615 880

Please include:

  • full name,
  • reservation number or voucher code,
  • date of reservation,
  • short description of the reason (optional but speeds up processing).

7. Dispute Resolution

If you are not satisfied with the handling of your request, you may contact:

Slovak Trade Inspection (SOI)

consumer protection authority

European Online Dispute Resolution Platform (ODR):

https://ec.europa.eu/consumers/odr