Policies and Restrictions

1. Purchase Confirmation and Registration

On the day of your hot-air balloon ride, you must present your Purchase Confirmation to check in. You don't need to print it out; you can show it on your cell phone or any mobile device.

If you have any outstanding balance, it must be paid in full before the activity begins. For promotional rates with an outstanding balance, payment must be made in cash only.

2. Official Identification

All passengers must present a valid government-issued ID for check-in, without exception.

The following are considered official forms of identification:

• Passport and/or National Identity Card (INE ) for Mexican passengers.
• Passports are required only for foreign passengers.

Identification may be provided in hard copy, as a photocopy, or in digital format.

3. Punctuality and Tolerance

Passengers will be allowed a maximum of 15 minutes past their scheduled appointment time.

• On private flights, the flight duration may be shorter.
• For shared flights, the balloon will depart on time out of consideration for the other passengers; rescheduling or refunds are not available.

For the transportation service, if you do not arrive at the meeting point at the specified time, the vehicle will depart without exception. If you wish to continue with the activity, you must make your own way to our facilities in Teotihuacán. Failure to do so will be considered a NO-SHOW, and you will not be entitled to a rescheduling or a refund.

4. Changes to the Reservation

Changes to your reservation can be made at no additional cost at least 72 hours prior to the scheduled date.

If you request changes with less notice, the following fees will apply:

• Less than 72 hours: 35% of the total service fee.
• Less than 42 hours: 40% of the total service fee.
• Less than 24 hours: 50% of the total service fee.

A no-show (NO SHOW) will result in a charge equal to 100% of the payment made, with no possibility of rescheduling or a refund.

If a credit card was provided as a guarantee, the full amount will be charged. If you request a rescheduling after a no-show, a 50% penalty fee will be applied.

5. Safety and Flight Conditions

Hot-air balloon flights require strict adherence to safety measures; therefore, passengers must follow the instructions of the pilot and staff at all times.

This activity is entirely dependent on weather conditions and air currents; therefore, we cannot guarantee a flight over the pyramids or a view of the sunrise, unless you have booked the "Private Sunrise Flight" service.

The estimated flight duration is 35 to 50 minutes. If, for safety reasons, the pilot decides to shorten the flight, this will not be grounds for a refund or rescheduling.

6. Adverse Weather Conditions

In the event of adverse weather conditions, such as heavy rain or winds exceeding 15 km/h, the flight will be canceled for safety reasons and the activity will be rescheduled.

If the passenger does not have a specific date in mind for rescheduling, a Gift Certificate will be issued, valid for 6 months from the date of cancellation.

Only international passengers are eligible to request a refund of the standard flight fare. Refunds do not apply to promotional fares. Transportation and accommodation services are non-refundable and cannot be combined.

To qualify for a tax refund for foreign nationals, all of the following conditions must be met:

• Provide proof of your flight showing that it cannot be rescheduled within the next 3 days.
• The cancellation must be made directly by the company due to weather conditions.
• Only the flight fare will be refunded; if transportation is included, it will be deducted.
• Refunds will be issued only via the same payment method used.
• The process may take 5 to 15 business days, depending on the bank.

7. Minors

If a child is traveling on the flight, we recommend that they be at least 5 years old and at least 1.10 m tall.

The child must follow the pilot's instructions and be accompanied by an adult at all times. It is prohibited to lift the child or let the child lean out of the basket during the flight.

8. Weight and Health Information

The information provided to the reservations department, particularly regarding weight and health conditions, must be accurate. The maximum weight included in the fare is 99 kg per person. Any weight exceeding this limit will incur an additional charge of $45 MXN per kilogram.

Passengers will be weighed at the balloon launch site to verify the information they have provided.

9. Medical and Health Restrictions

Persons under the influence of alcohol or drugs, as well as those with serious or chronic medical conditions—such as cardiorespiratory problems, spinal or hip injuries, recent surgeries, fractures, or sprains—pregnant women (regardless of the stage of pregnancy), or anyone with a condition that poses a risk to their health, will not be permitted to fly.

Passengers who use crutches, a cane, or a wheelchair must notify the logistics department in advance so that the feasibility of the activity can be assessed.

10. Staff Guidelines and Prohibitions

Passengers must follow the staff’s instructions at all times. Tampering with the balloon’s tanks, ropes, or connections is strictly prohibited. Failure to comply will result in the immediate cancellation of the flight, with no right to a refund.

11. Payments and Refunds

All payments made through any of our booking channels are non-refundable. Only date changes are permitted in accordance with Section 4. Changes to the number of passengers or the booking of additional services will be free of charge if made at least 72 hours in advance.

12. Payment by Credit or Debit Card

If payment was made by credit or debit card, the cardholder must present the card used at check-in. Otherwise, the service will not be provided for security and fraud prevention reasons.

13. Last-Minute Reservations

Reservations made less than 72 hours in advance cannot be changed or canceled, as reservations must be made at least 7 days prior to the desired date.

14. Verification of the Purchase Receipt

It is the customer’s responsibility to verify that their purchase receipt contains no errors. They must confirm that the following information is correct: the type of service purchased, the number of tickets purchased, whether the tickets are for adults or children, the flight date, the passengers’ names, the weight in kilograms or pounds, as well as the contact phone number (including WhatsApp) and email address.

Cancellations are not permitted after a purchase has been made, regardless of the type of ticket or the reason.

15. Billing and VAT

The rates published on our various channels do not include VAT (Value Added Tax). If you require an invoice, 16% VAT will be added to the total amount of the contracted rate, which must be paid via bank transfer or by credit or debit card.

Invoices can only be requested within 24 hours of the flight purchase or transaction. Invoices will not be issued after this period, under any circumstances.

To issue the invoice, you must provide an up-to-date tax status certificate, an email address, and your CFDI user ID.

The invoice will be issued under the "Tourist Attraction Service" product category with the description " Hot Air Balloon Flight Service"; therefore, no changes to the invoice will be permitted, without exception.

16. Contact on Flight Day

If you are unable to arrive on time for your appointment on the day of your flight, please contact Globopuerto directly at +52 (55) 7219 2096. If you do not do so, your reservation will be marked as a NO SHOW.

Please note that our sales and reservation channels (phone and WhatsApp) are not available in the morning.