Términos y Condiciones

1. General Information

The hot air balloon flight experience offered by SUNRISE TEOTIHUACÁN is subject to strict safety protocols. Hot air balloons are non-steerable aircraft, meaning they depend entirely on weather conditions (wind, visibility, temperature, etc.), and therefore the experience may be modified without prior notice.

Note: All schedules are tentative and may change at any time due to weather, logistical, or technical reasons.

2. General Recommendations

• Booking information (full name, weight, health conditions, etc.) must be complete and accurate.
• Upon receiving the boarding pass, it is the passenger’s responsibility to verify that all details are correct. If there are discrepancies, contact a sales agent immediately.
• We recommend preparing transportation, clothing, and documentation the day before.
• Arrive at least 5 minutes before the scheduled time indicated on the boarding pass. A 10-minute grace period is allowed. For shared flights, failure to arrive on time or absence results in forfeiture of the experience without refund or rescheduling.
• It is mandatory to present a valid official ID (e.g., INE, passport, or driver’s license), in physical or digital format, for all participants on the day of the flight. This measure is part of our safety protocols and is also a requirement by aeronautical authorities. The ID ensures proper passenger control and facilitates handling any incidents. Without this document, boarding the balloon or participating in the experience will not be permitted, ensuring a safe operation compliant with current regulations.
• The total duration of the experience is 2 to 6 hours, including check-in, flight, transfers, and other activities. Plan your day with enough margin.
• Wear comfortable clothing: jeans, pants, sweatshirts, sneakers, or boots. Prohibited: heels, sandals, dresses, or tight clothing.
• For safety, weight control, and aircraft balance, backpacks, large bags, bulky items, or additional articles are not allowed on the balloon. These must be left in available lockers or inside the vehicle.
• Smoking is prohibited in takeoff, flight, and landing areas.
• Selfie sticks are prohibited for safety reasons.

3. Nature of the Activity and Aircraft

The hot air balloon is a non-steerable aircraft, meaning:

• Its direction and altitude cannot be freely controlled.
• Its trajectory and duration are determined by weather conditions, wind, and air safety.
• The flight direction CANNOT BE GUARANTEED. While 90% of flights pass over the archaeological site, this cannot be assured or promised.

All decisions regarding takeoff, altitude, flight duration, and landing are determined solely by the pilot in charge, following safety and aeronautical regulation criteria.

4. Flight Schedule – Important Clarification

The balloon flight takes place only during the early morning hours, as this is when the atmosphere offers the most stable conditions for flying.

The takeoff time is NOT exact and may vary within an approximate window of 6:00 to 8:30 a.m., depending on the season, temperature, fog, wind, or aeronautical authority instructions.

Although the goal is to take off at sunrise, this is not always possible due to factors entirely beyond the company’s control.

Passengers must be ready before 6:00 a.m. and understand that the flight may be delayed without prior notice, waiting for ideal weather conditions. In some cases, it may even be canceled for safety reasons.

5. Flight Conditions

The balloon is not steerable. Its route, altitude, and duration depend exclusively on wind and weather conditions.

Each flight is unique, and the pilot will make real-time safety decisions regarding duration, direction, and landing point.

The flight has an approximate duration of 45 minutes, though it may be shorter if weather conditions require, with no right to a refund.

Takeoff times are tentative, not guaranteed. They may vary due to wind, visibility, or rain. Takeoff is not always at sunrise, which is normal and part of safe operations.

The pilot has full authority to cancel, shorten, or modify the flight if unsafe conditions are detected.

5.1 Weather and Cancellations

Flights are canceled for:

• Rain, drizzle, or thick fog.
• Wind exceeding 20 km/h.
• Low visibility or weather warnings.

In case of cancellation due to weather:

1. Free rescheduling is offered within a maximum period of 90 days.
2. If rescheduling is not possible, a refund of up to 90% of the balloon flight service is offered.
3. No refunds or valid claims will be made for "not flying exactly at sunrise," as the schedule is subject to weather. Safety and operability take precedence over the estimated schedule.

6. Reservations, Payments, and Cancellation Policy

Reservations

• A minimum deposit of $500 MXN per person or 35% of the total reservation is required.
• If desired, you may pay the full amount at the time of booking.
• Payments can be made via bank transfer or online platform.
• The remaining balance must be paid before the experience begins.

Special Payments

• Passengers over 100 kg: $35 MXN per extra kilogram.
• Bank card payments: 5% additional fee.

Cancellations (by the client)

The applicable cancellation policy depends on the type of experience or tour booked. It is the client’s responsibility to verify the corresponding policy in the Cancellation Policy section of the experience before confirming their reservation.

Cancellation within the allowed period

If the cancellation is made within the period specified by the corresponding policy, the client may receive a full or partial refund, depending on the case.

Cancellation outside the allowed period

If the cancellation is requested outside the allowed period (e.g., less than 24 hours before the start of the experience for a free cancellation policy), no refund or date change will be provided.

Types of cancellation policies

The following describes the types of policies that may apply depending on the booked experience:

Policy Type	Full Refund	Partial Refund	Changes Allowed
Free Cancellation	≥ 24 hours prior	Not applicable (less than 24 hours)	≥ 24 hours prior
Non-Refundable	Not applicable	Not applicable	No changes allowed
Moderate	≥ 4 full days prior	Not applicable (less than 3 days)	≥ 3 full days prior
Strict	≥ 7 full days prior	50% (3-6 full days)	≥ 3 full days prior

No-Show

A "No Show" is considered any situation where:

• The client does not show up at the agreed place and time.
• The client arrives late and cannot be integrated into the activity.
• The client reports their absence outside the allowed cancellation period.
• The client does not meet the prerequisites for the experience (e.g., physical conditions, medical restrictions, weight, age, documentation, etc.).

In any of these cases:

• No refund, date change, or credit will be granted.
• No exceptions will be made, regardless of the reason for the absence.
• The reservation will be considered used, and the spot will be blocked.

Punctuality and compliance with prerequisites are essential to ensure the safety, logistics, and quality of the experience for all participants.

Informal absence notifications

If the client informs they cannot attend (by phone, email, or message) but does so outside the allowed period, it will be considered a “no show,” with the following conditions:

• No refund or rescheduling will be provided.
• No credit of any kind will be generated.
• The reserved spot will be forfeited.

Important recommendation

Before booking, ensure you are available on the selected date and time and meet all necessary requirements to participate in the experience. Confirming the reservation implies full acceptance of these terms and conditions.

7. Medical and Safety Restrictions – Important Information

For safety and aeronautical regulation reasons, the following individuals cannot participate in the experience:

• Pregnant women.
• People with blood pressure, heart, or respiratory issues.
• Individuals with recent fractures or surgeries or issues with the spine or knees.
• Children under 4 years or shorter than 120 cm.
• People with fear of heights or vertigo.
• Individuals under the influence of alcohol or drugs.

Participants must:

• Stand for approximately 45 minutes.
• Board and disembark the basket independently.

For the safety of the individual and other passengers, if any of these conditions are detected during registration or boarding, the person will not be allowed to fly, and no refund will be provided. These measures comply with mandatory air safety regulations to prevent incidents.

8. Transportation

The experience includes transportation from Mexico City (if booked with pick-up), a hot air balloon flight over the Teotihuacán Valley, breakfast, a cultural visit, and possible additional stops. The service is shared and not private unless expressly agreed in writing.

• If transportation is booked, pick-up in Mexico City will be between 4:00 and 4:50 a.m. or 6:00 and 6:30 a.m., depending on your assigned schedule.
• Return may be between 8:00 a.m. and 2:30 p.m., depending on the package.
• If you do not arrive on time, you will lose your transportation spot without a refund.
• Check your belongings when disembarking. We are not responsible for forgotten items.

9. Post-Flight Conditions

The tour includes cultural and gastronomic stops after the flight.

• If private transportation is not booked, all these activities are shared, not personalized.
• If you choose not to participate in any of the stops, return to Mexico City will be at your own expense.
• The "La Cueva" restaurant opens at 8:30 a.m., which may result in waits of up to 40 minutes.

10. Frequently Asked Questions

Why is the flight so early? For safety. Worldwide regulations allow flights only during the first 3 hours of sunrise when the weather is stable.

Why don’t we always fly at sunrise during the hot air balloon experience? If there is fog, wind, or bad weather, we wait until the pilot deems it safe.

What happens if my flight is canceled due to weather? You can reschedule within 90 days or request a refund for the flight (does not apply to extras).

Do we fly over the pyramids? In 95% of cases, yes. However, the balloon’s direction depends entirely on the wind.

Is it cold during the flight? No. The temperature is stable due to the burner and movement with the wind.

11. Additional Information

• We have facilities (balloon port) and secure, free parking.
• We accept USD payments at the day’s exchange rate minus 10% of its value (we are not a currency exchange).
• Service animals are allowed.
• We do not have wheelchair-accessible facilities.

Acceptance of Terms

By booking, you (the client) acknowledge having read, understood, and accepted these terms and conditions. The company reserves the right to modify these terms as necessary.