Térms & Conditions

It is the passenger's responsibility to provide complete and accurate information when booking, including name, number of passengers, ages, approximate weights, and any physical or medical condition relevant to the activity.

Once you receive your reservation confirmation, we recommend carefully verifying the date, appointment time, number of passengers, package booked, and included services.

Any error must be reported to Von Navi as soon as it is identified.

Each adult passenger must present valid official identification during check-in to verify identity and complete enrollment in traveler insurance.

Foreign passengers may use a passport or official identification issued in their country.

Minors are not required to present their own identification when registered under the responsibility of a parent or legal guardian, who must identify themselves and assume the corresponding responsibility.

The passenger must provide their actual weight when booking. On flight day all passengers will be weighed during the check-in process.

The fare includes weight up to 100 kg per passenger. Each additional kilogram will cost MXN $35, which must be paid before the activity.

The reservation will be considered confirmed once the payment conditions for the booked package have been met and Von Navi has issued the corresponding confirmation.

The passenger must keep it and present it, digitally when required, at check-in. Included services are only those expressly indicated on the reservation confirmation.

Applicable prices are those in effect at the time of booking or those corresponding to a promotion expressly confirmed by Von Navi.

When the reservation is made with a deposit, the remaining amount must be paid according to the conditions communicated to the passenger.

Additional services not originally included in the package will have a separate cost.

Promotions are subject to availability, applicable dates, and specific conditions.

Unless expressly stated otherwise, promotions, discounts, and preferential rates cannot be combined with each other.

Von Navi may set validity periods, date restrictions, or specific quotas for each promotion.

The time on your reservation confirmation is when you must arrive at the meeting point. Passengers have a maximum tolerance of 10 minutes after the time stated on their confirmation.

Because preparing a balloon flight requires coordination among passengers, pilots, and ground crew, it is essential to respect the scheduled time.

If the passenger exceeds the tolerance time for their reservation, Von Navi may continue with operations and cancel the passenger's participation without refund.

For any issue during transit you may call +52 55 3550 1265.

The full experience may last approximately 3 to 5 hours, including check-in, Pre-Flight Lounge, aircraft preparation, transfer, flight, landing, return, toast, and certificate delivery. It also depends on the balloon flight package booked.

Flight duration is usually 40 to 45 minutes but may vary due to wind, weather, and the pilot's operational decisions.

A shorter flight for safety reasons does not by itself entitle the passenger to a refund or compensation.

Balloon flights depend directly on weather conditions. The pilot and operations team will evaluate factors such as wind, rain, visibility, and any other circumstance that may compromise safety.

The decision to operate, delay, modify, or cancel a flight will prioritize the safety of passengers and crew.

The pilot decides whether takeoff occurs, as well as flight duration and landing timing according to existing conditions.

A hot air balloon is a non-steerable aircraft. For this reason, Von Navi cannot guarantee a specific path, a specific altitude, or exact overflight of the Pyramids of Teotihuacán.

Flight direction and speed depend mainly on the air currents available during the operation.

Each flight experience is different.

The landing point cannot be determined in advance. During the flight, the pilot identifies a suitable area considering terrain, obstacles, cables, buildings, livestock, crops, and other relevant conditions for the maneuver.

The ground team will track the balloon and go to the landing point to assist passengers and recover the aircraft.

For safety reasons, the following may not take part in the flight experience:

• Pregnant women at any stage of pregnancy.
• Children under 5 years old.
• People shorter than 1.20 m.
• People who cannot remain standing for approximately 45 to 60 minutes.
• People who cannot adopt the landing posture indicated.
• People with recent fractures or injuries.
• People with recent surgeries, especially spine, hip, knees, or abdomen.
• People with certain cardiorespiratory or blood pressure conditions that may pose a risk during the activity.
• People under the influence of alcohol, drugs, or substances that may impair their ability to follow instructions.
• People whose mobility requires a wheelchair during the activity.

If you have any doubt about a medical condition, we recommend consulting a health professional beforehand and informing Von Navi before booking.

Minors must travel accompanied by a responsible adult and be able to understand and follow instructions from the pilot and operations team.

The minimum age allowed at Von Navi is 5 years, in addition to meeting the minimum height requirement.

Von Navi has aircraft with capacity for up to 24 passengers.

However, the final number of passengers allowed on each flight will depend on total weight, passenger distribution, aircraft characteristics, and operational safety criteria.

Therefore, reaching the maximum number of passengers is not guaranteed on all flights.

We recommend comfortable clothing for the activity, similar to what you would wear for a morning outdoors.

We suggest sneakers, athletic shoes, or comfortable boots; jeans, pants, sweatpants, or bermuda shorts.

Sandals, flip-flops, open footwear, heels, dresses, skirts, or clothing that restricts movement are not permitted or recommended, as applicable.

For safety, backpacks, suitcases, bags, and bulky items may not be taken into the basket.

When available, they may be left in designated lockers or remain in the passenger's vehicle.

Personal items the passenger chooses to bring during the flight remain under their care and responsibility.

Cell phones are allowed during the flight when used responsibly and following the pilot's instructions.

Selfie sticks, extendable poles, or objects that extend beyond the basket are not allowed.

Von Navi may offer professional photography and video as additional services.

All passengers must listen to and follow instructions from pilots, ground crew, and Von Navi staff before, during, and after the flight.

Failure to comply with a safety instruction may result in the passenger not participating or in operational measures the pilot considers necessary.

Smoking is prohibited during preparation, launch area, flight, and landing.

When weather conditions do not allow safe operation, the flight may be delayed or cancelled.

In these cases, rescheduling is normally the first alternative offered to the passenger.

The new date is subject to availability.

A flight cancellation does not mean that all services used on that date can be repeated at no cost.

Additional services already consumed or provided, such as breakfast, transport, or other booked services, will be considered used.

For example: if the passenger had breakfast on the day the flight was later cancelled and decides to reschedule, they may book breakfast again for the new date but must pay for it again.

When Von Navi determines that weather conditions do not allow safe operation, rescheduling the flight will be offered as the priority option. Under certain circumstances a refund may be considered.

Each case will be reviewed individually considering: the reason for cancellation, reservation conditions, payment method, services already used, and the passenger's ability to reschedule.

The new date is subject to availability.

When authorized, services already used will be deducted and the resulting amount will be processed through the same payment method originally used, whenever technically possible.

Von Navi will start the process within an estimated 48 hours after authorization. The final crediting time will depend on the bank or payment provider.

A cancellation does not automatically imply a full refund.

When a refund applies, services already provided or consumed may be deducted from the corresponding amount.

When the passenger needs to change their flight date, they must contact Von Navi as far in advance as possible.

Changes are subject to availability and the conditions of the fare or promotion booked.

• 48 hours or more before the flight: change subject to availability with no penalty.
• Between 24 and less than 48 hours: 30% penalty on the total reservation value.
• Between 12 and less than 24 hours: 40% penalty.
• Less than 12 hours: 50% penalty.
• No show: 100% forfeiture of the corresponding amount.

Reservations made within the 48 hours before the flight are subject to immediate availability.

As a last-minute reservation, the passenger accepts the change and cancellation conditions corresponding to the period in which it was booked.

Later modifications affecting availability, number of passengers, or services already coordinated are not guaranteed.

Regular and promotional fares may have different conditions for changes, rescheduling, or refunds.

Every promotion is subject to validity, availability, applicable dates, and specific conditions communicated at the time of booking.

Promotions cannot be combined with other discounts or preferential rates unless Von Navi expressly states otherwise.

Cancellations at the passenger's request are subject to the booked fare conditions, how far in advance they are requested, and services previously reserved or consumed.

A cancellation requested with little notice may result in partial or total penalty.

The applicable policy will be communicated to the passenger according to their reservation.

A no show occurs when the passenger does not appear on the established date, time, or meeting point and there is no timely communication to manage a change according to reservation conditions.

A no show may result in total loss of the service with no right to refund or rescheduling.

The absence of one or more passengers on the activity day does not automatically change the originally contracted price.

When there is a decrease in the number of travelers, this must be reported in advance.

Reservations made within the 12 hours before the flight are subject to immediate availability.

As a last-minute reservation, the passenger accepts the change and cancellation conditions corresponding to the period in which it was booked.

Later modifications affecting availability, number of passengers, or services already coordinated are not guaranteed.

Regular and promotional fares may have different conditions for changes, rescheduling, or refunds.

Every promotion is subject to validity, availability, applicable dates, and specific conditions communicated at the time of booking.

Promotions cannot be combined with other discounts or preferential rates unless Von Navi expressly states otherwise.

Passengers are strictly prohibited from handling tanks, burners, fuel lines, valves, ropes, connections, or any operational element of the aircraft.

Failure to comply with a safety instruction may result in suspension of the passenger's participation.

An invoice may be requested within 48 hours after the flight.

Von Navi's accounting department will request the tax information and documentation needed from the customer.

When applicable, current VAT will be applied.

When the passenger books transport with Von Navi, specific conditions for meeting point, schedule, shared or private mode, and return will be indicated on their confirmation.

Shared transport may require additional time to pick up or drop off other passengers.

Failure to meet the indicated schedule may result in loss of transport with no refund.

Passengers should check their belongings before leaving the vehicle.

Photography, video, breakfast, transport, souvenirs, tours, or other additional services may be booked separately from the flight, subject to availability.

Booking an additional service does not change weather conditions or guarantee a particular flight path.

When an additional service has been provided, it is considered consumed even if the flight must later be rescheduled.

Von Navi may offer professional photography and video services at different moments of the experience.

Aerial drone recording is always subject to weather, operational, and safety conditions.

When conditions do not allow safe drone operation, the service may be modified according to the booked package conditions.

Each passenger is responsible for their belongings.

Before leaving reception, transport vehicles, the flight area, or any facility used during the experience, we recommend checking that no item has been left behind.

Von Navi may deny participation to anyone whose conduct puts their safety, that of other passengers, the crew, or the operation at risk.

This includes people under the influence of alcohol or drugs, aggressive behavior, or repeated refusal to follow safety instructions.

Under these circumstances the right to take part in the activity and to a refund may be lost.

Factors beyond Von Navi's control, including natural phenomena, authority restrictions, infrastructure issues, road closures, or other extraordinary circumstances may modify or prevent service delivery.

In those cases available alternatives will be reviewed according to the nature of the situation and services actually provided.

By making full or partial payment for a reservation, the passenger declares that they know and accept these Terms and Conditions.

The holder of a reservation for several people must ensure that all participants know the restrictions, recommendations, and conditions necessary to take part in the activity.

Von Navi may update these Terms and Conditions when there are operational, commercial, regulatory, or safety changes.

The conditions applicable to each reservation are those communicated to the passenger according to their booking.