Terms and Conditions

General Recommendations

It is important that data such as name, flight date, weight, and health conditions are truthful, complete, and accurate. Any false, incomplete, or inaccurate data will be your sole responsibility.
Once you receive your boarding pass, check every detail such as number of passengers, flight date, package included, and reservation code. If you notice anything different from what you contracted, request a modification from your sales advisor or at +52 55 5872 6984 via email at contacto@globopuertoteotihuacan.com.
Complement your experience with our additional services ideal for enjoying your hot air balloon ride to the fullest.
One day before your flight, prepare everything you need to arrive on time to the facilities, as you only have a 10-minute grace period after the indicated appointment time.
On the day of your flight, you must present your boarding pass printed or on your mobile device along with official identification that must match the name printed on the pass. Afterwards, you must pay your remaining balance if necessary.
Manage your time; transportation, registration, aircraft preparation, flight experience, post-landing transfer, certificate delivery, photo viewing, and breakfast (if included) will take approximately 5 hours.
Keep valuables with you to ensure they are safe at all times.
Pay close attention to the general and safety instructions that both your pilot and company staff will give you; it is important that you follow them at all times.
Use your camera and/or mobile device with the utmost caution during your balloon flight.
The company is not responsible for items forgotten or lost during the activity.

Clothing Recommendations

Wear comfortable shoes (sneakers, boots, low shoes), jeans, pants, shorts, sweatshirts; It is not recommended to wear skirts, dresses, high heels, tight clothing, or clothing that prevents you from moving freely. Sandals, huaraches, or flip-flops are not allowed.
Use sunscreen, cap, beret, or hat. Any of these objects will be taken up at your own care; remember they could fall into the void.
Backpacks, suitcases, bags, or any bulky objects cannot go up with you in the balloon, so you must leave them in your vehicle or in the lockers located at our facilities.

Restrictions

Pregnant women at any stage of gestation.
Children under 4 years old or height less than 1.20 meters.
People with blood pressure problems.
People with fractures or recent injuries.
People with epilepsy.
People with cardiorespiratory problems.
Recent surgeries or back and/or knee problems.
Chronic conditions (fear of heights, vertigo, etc.).
People who are intoxicated or under the influence of alcohol will not be able to carry out the activity without the right to a refund.
For certain types of diseases, conditions, or situations that, at the discretion of Globopuerto Teotihuacán staff, could put the life of the passenger, other passengers, or aircraft crew at risk, we reserve the right to decide whether you can board or not.
Smoking is strictly prohibited in the takeoff area, during the flight, and upon landing.
All minors must fly accompanied by an adult and know how to follow the pilot's instructions.
By official provision, no object may remain outside the basket, so the use of "selfie sticks" is prohibited.
You accept that the boarding pass sent by www.globopuertoteotihuacan.com may be modified as many times as Globopuerto Teotihuacan México deems necessary, in order to provide you with the best automated experience and reduce errors that may occur when making your online payment on our website. Changes (if any) will be received at the email address previously provided. Globopuerto Teotihuacan México shall have the right to make additional charges or refunds in Mexican national currency before or after your flight or purchase, with direct charge to your provided payment method.

Flight Conditions and Schedules

The hot air balloon is a non-steerable aircraft, so we are completely governed by the speed and direction of the wind; all flights are unique and depend on the air currents that the pilots of each aircraft take to fly over every corner of the Teotihuacán valley.
The pilot is the one who decides whether the balloon takes off and is also responsible for choosing a safe landing area. Likewise, they are trained for any eventuality during the ride or any passenger situation on board.
We recommend that you plan your day well, because due to weather, logistical, or operational issues, the flight may be delayed. Therefore, you must wait for the operational team to decide to carry out the flight at a later time than agreed. If you do not have time to wait for takeoff and decide to leave our facilities, you will not be able to request a rescheduling or refund, so we recommend you allow enough time.
Schedules are tentative and subject to change without prior notice.

Transportation

The transportation service can be shared or private as specified at the time of booking. The starting point is the Angel of Independence Monument in Mexico City, at an estimated time from 4:50 am to 5:30 am, returning to Mexico City at 10:00 am for immediate return service and 1:30 pm if you hire a tour in Teotihuacán, arriving in Mexico City at 2:30 pm (the mentioned schedules are estimates)
Transportation does not pick up passengers at private residences or Airbnbs
Logistics staff will contact you to confirm the exact time you should be at your established meeting point (usually one day before the flight)
If you are not present at the established time, you will lose the transportation without the right to a refund and you will have to travel on your own to our facilities
Before getting off the transportation unit, verify that all your belongings are with you, as the company is not responsible for items forgotten or lost in transportation units.

Regarding shared transportation, you will have to wait in the unit during the trip to pick up other reservations. During the experience, you may also have to wait for the passengers with whom you shared transportation, since hot air balloons do not follow a specific route, so there may be variables in these times.
The return to Mexico City will be at the following points: Palacio de Bellas Artes, Angel de Independencia, or Presidente Intercontinental Polanco Hotel. You can decide this before leaving Globopuerto.

* Points are subject to road closures for civic, sports, citizen, etc. reasons that prevent the driver from reaching the place.

No Show

If you do not show up at your appointment place and established time, which are written on your boarding pass, you will not be entitled to a refund and/or rescheduling of the activity

Therefore, we suggest you review in detail what is described on your boarding pass. If you notice any incorrect information such as date, meeting place, or anything else, inform your sales executive as soon as possible or at +52 55 5872 6984 or via email at contacto@globopuertoteotihuacan.com, also if you do not receive your updated boarding pass with the corresponding changes.

Notice with little advance warning (less than 12 hours before the flight) is considered a no-show, so you are not entitled to any type of refund or rescheduling.
There are no changes for the number of passengers on the day of your flight if the number is less than what was already reserved. Therefore, we recommend that you give notice at least 72 hours in advance if you wish to make a change to your reservation. Otherwise, the total amount for the reserved passengers will be charged, whether or not they carry out the experience. That is, if you have a reservation for 4 passengers and only 3 show up, you will be charged the total amount, without the right to reschedule or an adjustment for the number of people who showed up.

If you had a no-show and still wish to experience the activity, you will have to make a new reservation.

Rescheduling

If you need to change the date of your reservation, it is important to notify your sales executive at least 72 hours in advance so that the date change can be made.
For reservations made within 72 hours prior to your flight, there is no possibility of date changes.
The new flight date will be subject to availability and may not exceed 3 months after the previously scheduled flight date. That is, if your flight was scheduled for March 11, your new flight date cannot be after June 11.
Only one change can be made to your flight date. If you wish to make a second change, you must pay an additional 5% charge on your total reservation. For a third change, the amount will be 10%, and so on.

Weather Cancellations

In case of cancellation due to weather conditions (heavy fog, prolonged rain, or winds exceeding 20km/h), a refund will not be applied. However, the activity may be rescheduled at our facilities at no additional cost for your preferred day.

Rescheduling is only valid for the balloon flight and will not be valid for recovering additional services such as: transportation, lodging, access to archaeological zone, restaurant, among others.
At the time of rescheduling, you must pay the corresponding amount for the additional services used during your visit (transportation, lodging, access to archaeological zone, restaurant, among others)
The new flight date cannot exceed 12 months after the cancellation date of the experience.

To validate this policy, it is necessary to present a verifiable itinerary with departure the following day and a schedule that prevents carrying out the activity. Airline tickets, bus tickets, lodging reservations, tickets for experiences purchased in advance are not valid. Itineraries without a letterhead, i.e., not issued by any company or establishment, are not valid.

If it is not possible to travel within the following 12 months, it is mandatory to cancel on the same day and pay the corresponding amount for the additional services used if applicable (transportation, lodging, access to archaeological zone, etc.). The refund for the remaining amount will be made using the payment method you selected when making your reservation within approximately 5 business days. It will be made in Mexican pesos (MXN), regardless of the currency used by the client to make the deposit or full payment for the service.

If you do not have a verifiable itinerary with departure the following day and proceed to cancel the experience, we will issue the refund corresponding to the flight only. The additional services taken will be deducted from the amount charged.

Cancellation for Reasons Beyond the Company

It is not possible to make cancellations with a full refund for reasons beyond the company, including political and/or governmental actions, preventive measures in the face of any risky situation, financial and economic losses caused by earthquakes, floods, and other natural phenomena, that make it impossible for you to show up on the established day and time. A 35% penalty will be applied on the total price of the reservation and must be made directly with your sales advisor with 72 hours' notice.

Cancellations not made with 72 hours' notice will incur a charge for the total amount of your reservation. We recommend transferring your boarding pass to a family member or friend who wishes to have the experience.

All cancellations must be made directly with your sales advisor or by phone at 55 5872 6984 within our business hours from 8:00 a.m. to 8:00 p.m., Monday through Saturday, and Sunday from 8:00 a.m. to 5:00 p.m., complying with the times stipulated above.

Payments and Billing

You accept that the boarding pass sent by Globopuerto Teotihuacán may be modified as many times as the company deems necessary, before and after the purchase, in order to provide you with the best automated experience and reduce errors that may occur when making your online payment on our website.
For logistical and operational cost reasons prior to the experience, groups of 20 people or more must have paid the full amount of the experience at least 3 business days before carrying it out.
If you pay for your reservation in a currency other than Mexican pesos (Dollar or Euro), the exchange rate shown at the facilities on that day will be used.
To make payments at the facilities, only cash and credit or debit cards are accepted (The card must be physical). Digital cards, Apple Pay, Google Wallet, etc. are not accepted.
Globopuerto Teotihuacán shall have the right to make additional charges or refunds in Mexican national currency before or after your flight or purchase. These payments will be charged directly to the provided payment method and may be due to inconsistencies, modifications, or errors in the final transaction.

Invoicing

Request your invoice from your sales advisor on the same day of purchase by providing complete tax information at the facilities.
If you require an invoice for products or services purchased at the facilities, you will find a QR code that will send you to the portal to do so.
Invoices will not be issued in advance or days after the date of the first payment.

Promotions

Published or mentioned promotions are not cumulative or valid with other promotions or discounts
To make payment in installments with no interest (Only if the promotion is enabled), the transaction will be made for the highest published price on this website and will be deferred exclusively to the months specified by the sales executive. It will not be valid with a promotion or if you already have a preferential price.
All promotions are subject to day and time availability. Check the validity and availability before making your purchase. Globopuerto Teotihuacán reserves the right not to validate it, even if the payment has been made