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Policies and terms

Rescheduling, cancellations, safety, and recommendations before your experience.

Hot air balloon flights · Teotihuacan

Policies, terms and recommendations

Everything that applies to your flight, written plainly: when you can reschedule, who can fly, what to bring and the conditions of the activity.

Last updated: August 2026

01

Rescheduling and cancellation policy

Our priority is control of the aircraft and the safety of every passenger. That principle decides every case below.

If we cancel

Bad weather

The flight can be cancelled and rescheduled for safety reasons when weather conditions do not allow flying.

  • Rescheduling at no additional cost. The new date is agreed with our reservations team.
  • A 100% refund if you prefer not to reschedule when we cancel for weather or operational reasons.

If you cancel

24 hours in advance

Rescheduling and cancellation require notice at least 24 hours before the date scheduled for the activity.

  • Rescheduling with at least 24 hours notice: no additional cost, with a new date agreed with reservations.
  • Cancellation with at least 24 hours notice: 100% refund.

This applies in every case

  • Cancellation or rescheduling requests made less than 24 hours before the flight require review by our reservations team and do not carry an automatic refund guarantee.
  • If you do not show up at the agreed time, the service is considered rendered.

02

Safety policy and restrictions

A balloon flight is a safe activity, but not every passenger can board. Please read this before you pay.

Not allowed

Who cannot board

  • Children under 4 years old.
  • Pregnant women.
  • Anyone under the influence of alcohol or any other substance. Access is lost with no compensation of any kind.
  • Passengers shorter than 1.20 m: check specifications and restrictions with us before booking.

Check first

Talk to your doctor before booking

  • Recent fractures or injuries.
  • Recent surgery.
  • Heart conditions.
  • Spine and knee problems.
  • Chronic conditions such as vertigo or fear of heights.

Minors

Minors fly under the responsibility and supervision of their parents or guardians, who must be on the same flight.

Weight policy

There is no extra charge up to 100 kg. From 101 to 140 kg, an extra charge of $30 MXN applies for each additional kilo. At 141 kg or more, contact us before booking so the team can review the operation.

Your belongings

Take care of your belongings. We are not responsible for objects damaged or left behind in vehicles, aircraft or the launch area.

03

Instructions and recommendations

Six things that decide whether your morning runs smoothly.

  1. Arrive on time

    Maximum tolerance: 15 minutes. Once that time has passed the pilot has the right to take off, so being late can mean losing the flight.

  2. Dress warm

    Comfortable, warm clothing. Mornings in the Teotihuacan Valley are cold even in summer.

  3. Comfortable shoes

    Closed, comfortable shoes. You will walk on uneven ground at the launch and landing sites.

  4. Bring official ID

    Physical or digital. It works as your boarding pass at check-in.

  5. Settle the balance before boarding

    Payment methods: Visa, MasterCard and cash. Credit and debit card charges made at the launch site are subject to a 5% fee (Mercado Pago terminal) and the exchange rate of the day.

  6. Sign the liability waiver

    Passenger registration: each passenger signs a liability waiver before boarding the balloon. It is not optional.

04

General terms and conditions

By booking a flight you accept the conditions of the activity described here.

The wind decides the route

The activity depends entirely on the wind and the weather conditions present on the day it takes place. There is no guarantee that the aircraft will follow a given direction or fly over a specific route.

Flight duration

The target flight time is 45 minutes, but the duration can be adjusted by: low visibility; a change in wind speed and direction that is considered a risk for passengers; misbehaviour or a crisis presented by any of the passengers.

The pilot has the final word

The pilot is responsible for the flight and has the authority to decide whether takeoff happens, as well as the duration of the flight, under the circumstances above and for evident safety reasons.

Booking and payment

Book at least 3 days before the flight date so we can confirm availability. To register each passenger we need full name, weight in kilograms, age and a contact phone number. The remaining balance is settled before boarding.

05

Official certifications

Our flights are operated with aircraft and crew that hold the certifications required by the Mexican Federal Civil Aviation Law.

  • Registration certificate
  • Airworthiness certificate
  • Panoramic flight permit
  • Start of operations
  • Current insurance policy before AFAC
  • Commercial pilot licences
  • National Tourism Registry

Pilots hold current licences with emergency training, logged flight hours and medical certificates.

Still have a question?

Write to us before you book. It is easier to resolve it now than on the morning of the flight.

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