Cancellation, Date Change, and Refund Policies
At Gran Vuelo Teotihuacán, our commitment is to provide safe, memorable, and high-quality experiences. We understand that unexpected events may arise that affect our visitors' plans, which is why we provide the following cancellation, date change, and refund policies.
1. Cancellations due to weather conditions
The safety of our passengers is our top priority. Because flights in hot air balloon depend on weather conditions, activity may be cancelled when conditions are not suitable for a safe flight.
In case of cancellation due to weather conditions, our clients can choose from the following options:
Option 1. Flight rescheduling at no additional cost.
The client may continue with the remaining activities of their booked package, such as breakfast and the visit to the archaeological site, as applicable, and reschedule their hot air balloon flight for the following day or any other upcoming available date, at no additional charge for the change.
The new date must be confirmed in advance by our team and will be subject to availability and weather conditions.
Option 2. Full refund.
If the customer prefers not to reschedule their flight, they may request a 100 % refund of the amount paid for their reservation.
For packages that include shared transportation from Mexico City, if other passengers in the same vehicle decide to continue with the scheduled activities, the customer requesting the refund can choose between:
- Wait for the shared transport to finish its scheduled route to return to the Mexico City.
- Organize your return on your own, assuming the costs of any additional transportation you decide to hire.
The total refund does not include payment for alternative transportation services contracted on the customer's account.
2. Customer cancellations and refund requests
Customers may request the cancellation of their reservation and receive a full refund of the amount paid, provided that the request is made at least 48 hours in advance of the scheduled start time of their activity.
Cancellation requests made less than 48 hours in advance will not be eligible for a refund, except in cases of cancellation due to weather conditions, cancellation attributable to our company, or where required by applicable law.
To request a cancellation, the customer must contact our support team through the official Gran Vuelo Teotihuacán channels, providing their reservation number and the necessary details to identify their purchase.
3. Date changes
Date changes may be requested at least 48 hours in advance of the scheduled start time of the activity.
All date change requests will be subject to availability and must be expressly confirmed by our support team.
Submitting a request does not guarantee that the change has been made. The reservation will retain its original date until the customer receives the corresponding confirmation from Gran Vuelo Teotihuacán.
Date change requests made with less than 48 hours' notice will not be accepted, except when the activity is canceled due to weather conditions or for reasons attributable to our company.
4. Client absence and delays
To ensure compliance with scheduled times and respect the experience of other passengers, it is essential that customers arrive promptly at the previously agreed meeting place and time.
In case the customer:
- Do not show up on the day of your activity.
- Not be available at your hotel or meeting point at the agreed time.
- Did not board the transport at the scheduled time.
- Arriving after the departure of the transport or the start of the activity due to causes not attributable to our company.
Gran Vuelo Teotihuacán will be able to continue the tour according to the scheduled itinerary, without the obligation to delay the departure of the rest of the passengers.
In these cases, the reservation will be considered a no-show and will not be eligible for a refund or date change.
5. Cancellations by Gran Vuelo Teotihuacán
If Gran Vuelo Teotihuacán has to cancel an activity due to operational, technical, or safety reasons that prevent the provision of the contracted service, the customer may choose between rescheduling their activity for a new available date, at no additional cost, or requesting a full refund of the amount paid.
Our support team will contact the affected passengers to inform them of the situation and the available alternatives.
6. Interruption or voluntary abandonment of the activity
If the client voluntarily decides not to continue with any of the activities included in their package once the service has started, for personal reasons not attributable to Gran Vuelo Teotihuacán, no partial or total refunds will be issued for the services they choose not to use.
This provision does not apply to cancellations due to weather conditions or situations where a refund is applicable in accordance with these policies or applicable law.
7. Procedure to request a refund
To request a refund, the customer must contact our support team through the official Gran Vuelo Teotihuacán channels and provide their reservation number, the name of the primary guest, and the reason for the request.
Once the reservation has been verified and the origin of the refund confirmed, our team will inform the client about the corresponding procedure.
Refunds will preferably be made through the same payment method used for the purchase. The time required for the amount to be reflected may vary depending on the banking institution or payment service provider.