Booking terms ·
You pay in full online to hold a seat, so you deserve to know what happens to that money before you hand it over. Three cases, three answers: the weather grounds us, you change your plans, or we are the ones who cancel. That is the whole policy — there is no fourth page of small print.
Lift-off · 06:00 · Teotihuacan Valley
Direct answer
Nobody loses the money they paid us. If the weather makes it unsafe to fly, you reschedule free, as many times as the sky takes. If you cancel or cannot make it, we do not send the cash back, but your full payment stays on file as credit for 12 months and you simply pick another morning. And if we cancel for a reason that is not the weather — a technical fault with the balloon, or a basket we cannot fill — you get every peso refunded to the card or PayPal account you paid with. One message on WhatsApp starts any of the three.
There is one flight a day and it leaves at first light, so a morning that does not happen has to be dealt with cleanly. This table is the entire policy. Read it before you pay, not after — that is why it is a page and not a checkbox.
Swipe the table to see what you do
| What happened | What happens to your money | What you do |
|---|---|---|
| The weather makes it unsafe to fly | Nothing is lost and nothing is charged again. Your booking moves to another morning at no cost, as many times as the weather forces it. There is no limit. | Nothing urgent. We tell you at the field and you choose the new date on the spot or later, by WhatsApp. |
| You cancel, or you change your plans | The money is not refunded to your card, but it is not lost either: the full amount stays as credit in your name and you use it on another date. The credit is valid for 12 months from the day you paid. | Message WhatsApp with the name on the booking and your flight date. We move it and confirm in writing. |
| We cancel for a reason that is not the weather | Full refund of everything you paid, back to the card or PayPal account you used. A technical fault with the balloon or a basket we cannot operate is our problem, not yours — you can also take the credit and fly another day instead, if you prefer. | Nothing. We contact you and process the refund. |
| You do not arrive (no-show) | Treated as your own cancellation: the amount stays as credit in your name, valid 12 months from the day you paid. The balloon cannot wait — pickup in Mexico City is at 4:30 a.m. and the crew reads the wind at first light. | Write to us as soon as you know, even at dawn. It costs you nothing and it frees a seat for someone else. |
The credit is counted from the day of purchase, not from the flight date you had booked. Prices and packages are the ones published on the 2026 price table; if you move to a package that costs more, you pay the difference and nothing else.
This is the cancellation nobody controls and it is the one we make free, without a cap. An operator that charges to move a weather date has a reason to fly you in marginal air — and that is the last incentive you want your pilot to have.
Not the office and not the night before. The pilot in command reads wind and visibility on the launch field at first light, which is why the go/no-go arrives when you are already there. Lift-off is between 6:00 and 6:30 a.m., set by the sun rather than by a schedule.
If the valley grounds you twice, you reschedule twice. There is no fee, no penalty and no cap on how many times the weather can push your morning. Your payment simply travels with you to the new date.
A grounded morning is not a shortened one: you keep the full experience — the 4:30 a.m. pickup from Mexico City if your package includes it, 45 to 60 minutes in the air and the landing toast — on whichever morning you fly instead.
There are 30 seats a day and one departure. If your trip has a single free morning, a grounded flight has nowhere to move inside your dates — so book the first spare morning of your stay, not the last one.
Balloons fly with the wind, not against it, and only in the calm hour after first light. Rain, a gust line or low cloud over the valley turns a gentle morning into a technical one, and the whole point of the sunrise slot is that we do not need to push.
Who decides, what a legal operator must carry and what the included passenger insurance covers is all set out in the safety page, with the documents to ask any company for before paying.
Flights are booked and paid in full, and a seat held for you is a seat nobody else could buy. So we do not send the cash back — we keep it working for you instead, for a full year.
Everything you paid stays on file in your name, including the card surcharge. It is not a partial credit and there is no rebooking fee on top.
You have a year from the day you paid to use it. That is long enough to cover a cancelled trip, a change of season and a return visit.
The credit is an amount, not a ticket to one product. Move it to any of the seven packages on the price list; if the new one costs more, you pay only the difference.
We would rather say it in plain sight than bury it: a change of mind does not come back as money. It comes back as a flight, and the flight has no expiry other than the 12 months.
Minimum age is 5 years and flying is not permitted during pregnancy, at any stage. If that rules someone out after booking, their share becomes credit like any other change — tell us before the date.
If the morning is grounded, that is a weather reschedule and it is free — even if you were the one watching the radar. You do not need to cancel in advance to protect yourself.
Weather is nobody's fault, so it is settled with a new date. Everything else — a balloon that fails its pre-flight check, a basket we cannot operate, an overbooked morning — is ours, and it is settled with a refund.
You are refunded 100% of what you paid, returned to the same card or PayPal account, with no form to fill in and nothing to claim. If you would rather keep the money and fly another morning, say so and it becomes credit instead — that choice is yours, not ours.
This clause is the one that makes the rest of the page believable. A policy where the operator never pays is not a policy, it is a disclaimer.
There is no portal, no ticket number and no queue. The same WhatsApp line that sold you the flight is the one that moves it, and a human answers it every day from 5:00 to 18:00.
The same number that confirmed your booking. You can also call it, or email [email protected] if you prefer a paper trail.
The name the booking is under, the date you were flying and the date you want instead. That is everything we need to find you and move you.
Every day of the week, including the mornings we fly. Messages that land at night are answered when the line opens at 5:00 a.m., which is before the crew leaves for the field.
We confirm the change on the same thread, with the new morning stated. If you did not get that message, the change did not happen — write again.
Telling us early costs the same as telling us late: nothing. It just makes it far more likely that the morning you want is still open, because there are only 30 seats a day.
If an agency or a platform sold you the seat, their terms govern the sale and you have to move it through them. This page covers flights booked directly with us.
One departure a day, 30 seats, and a crew that starts inflating in the dark. A paid seat is a seat that is really held, which is also why the policy above can afford to be generous.
There is no partial deposit and nothing to settle at the field. Card and PayPal are both accepted; paying by card adds a 5% surcharge, shown before you confirm.
Seven packages, each with its price per person on the 2026 price table. Passenger insurance and an AFAC-licensed pilot are inside every one of them.
Pickup in Mexico City at 4:30 a.m., the field at about 5:30, 45 to 60 minutes in the air and back on the ground with a toast: 3 to 4 hours end to end.
The published price is the landed price. Read the safety page for what is included and the documents you can hold any operator to before you pay.
Two packages include the transfer, and the 4:30 a.m. pickup is the part of the morning most worth locking in. The routes and timings are on the Mexico City page.
Up to 16 passengers share a basket on the shared flights and 2 to 8 fly in the private one, which has a two-passenger minimum. Same policy, same credit, same 12 months.
Every tier from $2,100 MXN to $3,750 MXN per person, side by side, with what each one actually includes.
The AFAC rules a legal operator must meet, the seven documents to ask any company for, and who cannot fly.
The 4:30 a.m. pickup, the drive out on the 85D and the packages that carry you both ways.
Straight from our Google listing, word for word.
This was amazing. All four of us (wife and kids 12 and 15) say is the best part of 2 week trip to Mexico.
We had such a great time, Antonio is a very skilled pilot. We got the closest to the pyramids of all the balloons up there.
What a treat this was! I was scared at first but it was worth it, trust.
You have read the worst case and it is a new date, not a lost payment. Pick your morning at the published price, from $2,100 MXN per person, and pay online in one go.
Mon–Sun, 5:00 AM – 6:00 PM
Sunrise flights,
subject to weather conditions.