Privacy Policy

The Hot Air Balloon is a hot air balloon experience agency based in Marrakech, Morocco. We are responsible for the personal data described in this policy.

Information you give us

• Your name and the names of the guests in your group
• Email address, phone number, and WhatsApp number
• Hotel or riad name and pickup address
• Booking details such as date, number of guests, and special requests
• Health or mobility information you choose to share so we can confirm you are fit to fly (for example, pregnancy or a medical condition)
• Messages you send us by email, WhatsApp, or the website forms

Information collected automatically

• Device and browser type, IP address, and approximate location
• Pages visited, time spent on the site, and how you arrived (for example, from a search engine or social media)
• Cookie and similar technology data (see section 7)

Payment information

If you pay online, payments are handled by our payment provider. We do not store your full card number on our own systems.

We use your information to:

• Confirm, manage, and carry out your booking
• Arrange your hotel pickup and drop-off
• Contact you about your flight, including weather updates, delays, and cancellations
• Make sure you and your group can fly safely
• Process payments and refunds
• Answer your questions and handle complaints
• Improve our website and services
• Meet our legal and safety obligations
• Send you offers or updates, but only where you have agreed to receive them

Ballooning has health restrictions. If you tell us about a medical condition, pregnancy, or mobility issue, we use that information only to decide whether you can fly safely and to prepare our crew. We share it only with the pilot and operations team who need it.

We do not sell your personal information. We share it only when needed with:

• Pilots, drivers, and operations staff who deliver your experience
• Payment providers who process your payment
• Website, hosting, email, and analytics providers who help us run our services
• Authorities, where the law requires it or to protect safety and legal rights

Our partners may only use your information to provide services to us.

Some of our service providers, such as website hosting, email, and analytics, may store or process data outside Morocco. Where this happens, we take reasonable steps to make sure your information stays protected.

Our website may use cookies and similar technologies to:

• Keep the site working properly
• Remember your preferences
• Understand how visitors use the site, using analytics tools

You can block or delete cookies in your browser settings. Some parts of the site may not work properly if you do.

Many guests contact us through WhatsApp. When you message us, your phone number and the content of your messages are processed by WhatsApp under its own privacy policy, and we use them to reply to you and manage your booking. Please do not send sensitive information such as card numbers by WhatsApp.

We may take photos or videos during your experience and use them on our website and social media. If you do not want to appear in our content, tell us before your flight and we will respect your wish. You can also ask us to remove an image of you at any time.

We keep your information only as long as needed:

• Booking and payment records: as long as required for accounting, tax, and legal purposes
• Enquiries that did not become bookings: for a limited period, then deleted
• Marketing contacts: until you unsubscribe or ask us to stop

When information is no longer needed, we delete or anonymize it.

We use reasonable technical and organizational measures to protect your information from loss, misuse, and unauthorized access, including limiting access to those who need it. No online system is completely secure, so we cannot guarantee absolute security.

You may ask us to:

• Tell you what personal information we hold about you
• Correct information that is wrong or incomplete
• Delete your information, where we are not required to keep it
• Stop using your information for marketing
• Limit or object to certain uses of your information

To make a request, email contact@thehotairballoon.com. We may need to verify your identity first, and we aim to respond within 30 days.

Under Moroccan data protection law (Law No. 09-08), you also have the right to complain to the national data protection authority, the CNDP (Commission Nationale de contrôle de la protection des Données à caractère Personnel). If you are in the European Union or United Kingdom, you may also have rights under the GDPR or UK GDPR, including the right to complain to your local authority.

Our website is not directed at children. Bookings for guests under 18 must be made by a parent or legal guardian. We do not knowingly collect personal information from children without a parent’s or guardian’s involvement.

Our website may link to third-party sites, such as social media or maps. We are not responsible for their privacy practices, so please read their policies.

We may update this policy from time to time. The latest version is always on this page, with the date at the top. If we make important changes, we will let you know on the website.

If you have questions about this policy or how we handle your information, contact us: