Teotihuacan, State of Mexico24/7 assistance · sunrise flights only+52 55 3473 0006
Booking terms ·
Hot air balloon cancellation policy: your money does not disappear.
Nobody loses the money they paid us: weather grounds the flight, you reschedule free and without limit; you cancel, your payment becomes credit valid 12 months; we cancel, you get 100% refunded. You pay in full online to hold a seat, so you deserve to know that before you hand the money over. Four cases, four answers — there is no fifth page of small print.
Nobody loses the money they paid us. Weather — above 10 km/h of surface wind we do not launch: free unlimited reschedule. You cancel: credit valid 12 months. We cancel: 100% refund.
Who is it for?
Anyone about to pay 100% online — up to $3,750 MXN (about US$205) per person — before ever meeting the operator. You are always charged in Mexican pesos; dollar figures are approximate, converted at 18.3 MXN/USD, August 2026.
How much?
Moving your date costs $0, weather or not. If you cancel, your payment becomes credit valid 12 months.
How do you book?
You pay in full online at booking. To move a date, message WhatsApp +52 55 3473 0006 — answered 24 h, any day.
Direct answer
Nobody loses the money they paid us. If the weather makes it unsafe to fly — and the line sits at 10 km/h of surface wind on the launch field, about 6 mph, read that same dawn by the pilot in command — 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.
1 · The policy
Four situations, four answers.
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
Cancellation and reschedule terms for Hot Air Balloon Teotihuacan: what happens to your money and what you have to do in each of the four situations.
What happened
What happens to your money
What you do
The weather makes it unsafe to fly — surface wind above 10 km/h, rain or low cloud
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. Wind over that 10 km/h line is the reason behind most of these moves.
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.
Arriving without photo ID is none of the four. Check-in cannot be completed without a valid government-issued photo ID for every passenger — that is what registers you under the travel insurance policy that covers the flight — so a passenger without it does not board. It is not treated as a no-show: the booking can be moved to another morning, subject to availability and this date-change policy. The requirement, and what minors need instead, is set out in full on the safety page and in what to wear and bring.
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.
The whole policy in one diagram: three of the four scenarios end in you flying anyway, and the fourth ends in your money back. Drawn from the same figures as the table above, last reviewed .
The policy in numbers
Every figure this policy stands on, in one place, so you can check it against any other quote you are holding.
Hard figures of the Hot Air Balloon Teotihuacan cancellation policy: fees, deadlines, refunds, prices and the operating times the policy depends on.
Item
Figure
Fee to move a date
$0 MXN — weather or not, first change or fourth
Wind that grounds the flight
Above 10 km/h (about 6 mph) of surface wind, read on the launch field before inflating
Who makes the go/no-go call
The pilot in command, at the field, that same dawn — never the office
Weather reschedules allowed
Unlimited. No cap, no penalty, no expiry on the reason
Credit if you cancel
100% of what you paid, card surcharge included
Credit validity
12 months from the day you paid
After month 12
The credit expires and cannot be reinstated
Refund if we cancel (not weather)
100%, to the same card or PayPal account
Refund if you cancel
None in cash. It comes back as a flight, not as money
No-show
Treated as your own cancellation: credit, 12 months
Photo ID at check-in
Required, one per passenger. It is what registers you under the travel insurance that covers the flight
Arriving without photo ID
Not a no-show. You cannot board, but the booking moves to another morning, subject to availability and this date-change policy
Paid at booking
100% online. No deposit and nothing to settle at the field
Ways to pay
Card, PayPal and bank transfer
Card surcharge
5%. PayPal and bank transfer add nothing
Currency charged
Mexican pesos (MXN) only. Dollar figures on this page are approximate, converted at 18.3 MXN/USD, August 2026
Price range
$2,100 to $3,750 MXN per person (about US$115 to US$205), across 7 packages
Passengers per basket
Up to 16 shared · 12 on the birthday flight · 2 to 8 private
Seats and departures
30 seats, 1 departure a day
Pickup · check-in · lift-off
4:30 a.m. in Mexico City · 5:30 at the field · 6:00 to 6:30
Time in the air
45 to 60 minutes; 3 to 4 hours end to end
Minimum age · pregnancy
5 years · not permitted at any stage
Assistance
24 hours a day, every day. Flights are sunrise-only
Booked through a third party
Their terms apply, not these
Minimum notice to move a date
Not published — see the note below
Credit under another name
Not published — see the note below
Two answers we do not have in writing yet
How late you can move a date and whether the credit can fly under somebody else's name are the two questions we are asked most, and neither has a written rule today. We would rather print the gap than print a deadline we cannot keep: ask both on WhatsApp +52 55 3473 0006 before you pay, and keep the answer in the same thread. The line is answered 24 hours a day, so there is no bad hour to ask. When the rule exists it will be published here, in the table above, with the date it changed.
Who issues these terms
These terms are issued by Hot Air Balloon Teotihuacan, the company that flies them, not by a reseller: Carretera Mexico-Tulancingo Km. 27.4, 55830 Teotihuacan de Arista, State of Mexico · +52 55 3473 0006 · info@hotairballoonteotihuacan.com. Flying this valley since 2017, with around 35 AFAC-licensed pilots flying with the brand — a closed list of five would not be the team, so the ones we can name are the ones our customers name themselves in the reviews: Antonio, Roberto G., Raúl, Marco B., Naien, Naren, Fernando, Fernando F., Héctor, Alejandro S. and María — and 4.8 from 191 reviews on our Google listing. On 7 August 2026 a passenger, Joy Pogoy, wrote that Antonio “has 14 years of experience”: that is a passenger reporting what he was told on the field, not a figure we are certifying. Our AFAC operator permit number and registered company name are not published on this page yet; ask for them before paying, along with the seven documents any legal operator can hand over. Terms last reviewed .
The law these terms sit under
A cancellation policy in Mexico is a floor, not a ceiling: nothing written above can take away what the law already gives you. Two bodies of rules apply to this booking, and both are public documents you can read without asking us.
Consumer law. The Federal Consumer Protection Law (LFPC), enforced by PROFECO, is what governs a service sold and paid online in Mexico. Article 92 gives you the right to a refund, a replacement or a price reduction when the service is not delivered as it was offered — which is exactly the case this page settles with a 100% refund. Article 56 sets a five-business-day retraction window for the sales it covers. If you ever think we fell short of either, the complaint goes to PROFECO and we would rather you knew that than not.
Aviation rules. The go/no-go this policy revolves around is not a commercial decision: it belongs to the pilot in command under the AFAC framework for commercial balloon operations, set out in Advisory Circular CO AV-91/03/24 R1 for hot air balloons and the Civil Aviation Law. That is the reason a weather reschedule is free here: nobody at this company is allowed to overrule the pilot to save a booking.
2 · Weather
If the sky says no, you fly another day.
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.
[01]
Above 10 km/h of wind, we do not launch
That is the number, and almost nobody in this valley publishes it: surface wind above 10 km/h — about 6 mph — measured on the launch field before the envelope is inflated, and the morning is moved. It is not an automatic switch. The reading goes to the pilot in command along with visibility and the cloud sitting over the valley, and the final call is his that same dawn, not the office's the night before. Lift-off is between 6:00 and 6:30 a.m., set by the sun rather than by a schedule.
[02]
Free, and with no limit
Wind over 10 km/h is the number one reason a morning gets moved here, and moving it costs you nothing. If the valley grounds you twice, you reschedule twice: 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.
[03]
What you get back is the whole morning
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.
[04]
Pick a date with room to spare
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.
[05]
Why it happens at all
Balloons fly with the wind, not against it, and only in the calm hour after first light — which is why a breeze most people would call pleasant, anything past 10 km/h, is already too much down at the basket. 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.
[06]
The rest of the safety file
Who decides, what a legal operator must carry and what the included passenger insurance covers is all set out in the balloon safety guide and operator check, with the documents to ask any company for before paying. The reason a 10 km/h line is worth honouring is written out in what has gone wrong in this valley before — the record, with dates.
3 · You cancel
Your money changes date, not owner.
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.
The full amount, kept as credit
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.
Valid 12 months from purchase
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. After those 12 months the credit expires and cannot be reinstated — move your date inside the year and nothing is lost.
Change the package too
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 do not send cash back
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.
Can someone else use your credit?
There is no written transfer rule yet, so we do not publish one: the credit is held under the name on the booking. If you need it to fly under a different name, ask on WhatsApp before you pay and keep the answer in the thread. Why this gap is printed and not filled in.
How late can you tell us?
No cut-off hour is published, because none is written down. What is settled: the change has no fee, the line answers 24 hours a day, and if you never write it becomes a no-show — still credit, still 12 months.
If someone in the group cannot fly
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.
A bad forecast is not your cancellation
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.
4 · We cancel
If the fault is ours, you get the money.
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.
5 · How
Moving a date takes one message.
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 it is answered 24 hours a day, every day of the week.
[01]
Write to WhatsApp +52 55 3473 0006
The same number that confirmed your booking. You can also call it, or email us at info@hotairballoonteotihuacan.com if you prefer a paper trail.
[02]
Send three things
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.
[03]
We answer 24 hours, every day
Any hour, including the mornings we fly and the small hours before a 4:30 a.m. pickup. Assistance runs 24 h; the balloons do not — there is one departure a day and it goes up at sunrise.
[04]
You get the new date in writing
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.
[05]
Sooner is easier, not cheaper
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.
[06]
Booked through someone else?
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.
6 · Payment
Why it is paid in full, up front.
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.
100% online when you book
There is no partial deposit and nothing to settle at the field. Card, PayPal and bank transfer are all accepted; only the card adds a 5% surcharge, shown before you confirm. With PayPal or bank transfer you pay exactly the figure on the 2026 price table.
$2,100 to $3,750 MXN per person (about US$115 to US$205)
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.
What the price buys is a morning
Pickup in Mexico City at 4:30 a.m., the We Fly Teotihuacan reception 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.
Nothing extra on the field
The published price is the landed price. Read the balloon safety guide and operator check for what is included and the documents you can hold any operator to before you pay.
Up to 16 passengers share a basket on the shared flights — 12 on the birthday flight — and 2 to 8 fly in the private one, which has a two-passenger minimum. Same policy, same credit, same 12 months.
Cancellation questions
Answered straight.
What happens if my hot air balloon flight is cancelled because of the weather?
You reschedule to another morning at no cost, and there is no limit on how many times the weather can push you. Your payment moves with the booking and nothing is charged again. The call is made by the pilot in command at the launch field at first light, not by the office the night before, and the number he is reading is surface wind: above 10 km/h (about 6 mph) the balloon does not go up.
What wind speed cancels a hot air balloon flight in Teotihuacan?
Above 10 km/h — roughly 6 mph — the flight does not go up. That is surface wind measured on the launch field itself at first light, before the envelope is inflated, and it is the single most common reason a morning gets moved. It is not an automatic switch: the reading goes to the pilot in command together with visibility and what the valley is doing above the tree line, and the final go or no-go is his that same dawn — who is allowed to call off a launch, and on what grounds. When the answer is no, you reschedule free and with no limit on how many times, so wind costs you a different sunrise and never a peso.
Can I get a refund if I cancel my Teotihuacan balloon flight?
Not as money back to your card, and we would rather say so plainly. What you paid stays as credit in your name for 12 months from the day of purchase, and you use it on any available morning and on any of the seven packages. Your money changes date, not owner.
How long does the credit last?
Twelve months, counted from the day you paid rather than from the flight date you had booked. Within that year you can move the date more than once, and you can move it to a different package: if the new one costs more you pay only the difference. After those 12 months the credit expires and cannot be reinstated, so move your date inside the year and nothing is lost.
What if you cancel for a reason that is not the weather?
Then you are refunded 100% of what you paid, back to the card or PayPal account you used, with nothing to claim. A technical fault with the balloon or a basket we cannot operate is our problem, not yours. If you would rather keep the amount as credit and fly another morning, that choice is yours.
How do I change the date of my balloon flight?
Send one message to WhatsApp +52 55 3473 0006 with the name on the booking, the date you were flying and the date you want instead. The line is answered 24 hours a day, every day of the week, and we confirm the new morning in writing on the same thread. There is no fee for the change.
What happens if I do not show up?
It is treated as your own cancellation, so the amount stays as credit in your name for 12 months and you can still fly. The balloon cannot wait for anyone: pickup in Mexico City is at 4:30 a.m., the We Fly Teotihuacan reception at about 5:30 and lift-off between 6:00 and 6:30. Write to us as soon as you know, even at dawn.
What happens if I arrive without ID?
You will not be allowed to board, but it is not treated as a no-show and nothing is lost: you may reschedule your flight, subject to availability and this date-change policy. Every passenger must present a valid government-issued photo ID to complete check-in at the We Fly Teotihuacan reception, because that is what registers you under the travel insurance policy that covers the flight: without proof of identity we cannot add you to it. A passport is always accepted, as is official photo ID issued by your own country. The person who made the booking must present ID matching the name on the confirmation. Minors do not need their own ID: they must be accompanied by a parent or legal guardian, who presents ID and signs on their behalf.
Do I have to pay the whole price up front?
Yes. Booking is paid in full online, with no partial deposit and nothing to settle at the field. Card, PayPal and bank transfer are all accepted: paying by card adds a 5% surcharge that is shown before you confirm, while PayPal and bank transfer add nothing. Prices run from $2,100 to $3,750 MXN per person across the seven packages, which is roughly US$115 to US$205 at 18.3 MXN/USD; the charge itself is always in pesos.
Someone in my group can no longer fly. What happens to their seat?
Their share becomes credit under the same terms, valid 12 months from purchase, and the rest of the group flies as booked. Two rules are absolute and worth checking before you book: minimum age is 5 years, and flying is not permitted during pregnancy at any stage.
I booked through an agency or a booking site. Does this policy apply?
No. These terms cover flights booked directly with Hot Air Balloon Teotihuacan. If a third party sold you the seat, their own cancellation terms govern the sale and the change has to go through them. Booking direct is the only way to be sure the terms you read are the terms you get.
How late can I move my flight date?
This page does not publish a cut-off hour, because we do not have one written down and we would rather leave the gap in plain sight than invent a deadline. What is settled today: moving a date carries no fee, the WhatsApp line +52 55 3473 0006 is answered 24 hours a day, and the earlier you write the likelier it is that the morning you want is still open, because there are 30 seats and one departure a day. If you never write and do not arrive, the no-show rule applies and the amount stays as credit for 12 months. Ask on WhatsApp before you book and keep the answer in writing.
Can someone else use my credit?
We do not publish a transfer rule, because there is not one written yet and a made-up rule would be worse than the gap. The credit is held under the name on the booking. If you need it to fly under a different name, ask on WhatsApp +52 55 3473 0006 before you buy and keep the answer in writing. What is settled: the credit is an amount and not a ticket to a single product, so it works on any of the seven packages within the 12 months.
WhatsApp, phone and email, answered 24 hours a day — the same channel you use to move a date.
Google reviews
In their own words
4.8 out of 5 from 191 reviews on our Google Business Profile — open the listing and read every one of them. The 6 below were pasted out of that panel word for word, the customer's own spelling included. All 6 carry their own score because the owner confirmed each one against his panel; not a single one is assumed. 5 of them also carry the day they were written, between August 4 and 7, 2026. For the others the panel only said “a week ago”, and that day is not ours to guess. They name their pilots: Antonio and María.
Such a wonderful experience! Antonio was a great and entertaining flight pilot! If you are ever in CDMX, this activity is something you cannot miss!!!!
Chrisna
Pilot · Antonio
Incredibly beautiful and peaceful. The views of the pyramids were amazing. Our pilot Maria landed on a dime!
Kirk Millson
Pilot · María
What an amazing experience! The views were absolutely breathtaking, and the entire ride was smooth and peaceful. The crew was professional, friendly, and made us feel safe from start to finish. It was a memorable adventure, and I would definitely recommend it to anyone looking for a unique experience.
Oscar Ramos
This was such a wonderful birthday experiment. We loved seeing the city from above on a gentle flight!
Ashley Abney
Really enjoyed ourselves safe and fun
Beza Wit
Amazing experience. Love it. 🙈❤️
shweta parida
Book your Teotihuacan balloon flight
Now you know what happens if it rains.
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 (about US$115), and pay online in one go.
