Terms of Service

The Hot Air Balloon is a hot air balloon experience agency based in Marrakech, Morocco.

We offer sunrise hot air balloon flights over the Marrakech region. A typical experience includes:

• Hotel or riad pickup and drop-off within Marrakech
• A safety briefing before the flight
• Watching the balloon being inflated at the launch site, with tea or coffee
• A flight of approximately 45 to 60 minutes, depending on conditions
• A traditional Moroccan breakfast after landing

The exact inclusions of each package are shown on the booking page at the time you book.

• A booking is confirmed only once you receive a confirmation from us by email or WhatsApp.
• You must give accurate information, including the full names of all guests, the number of guests, and your hotel or pickup address.
• Please book as early as possible, especially from October to May, which is the busiest season.
• Guests under 18 must be accompanied by a parent or legal guardian.

• All prices are shown in the currency displayed at checkout and include the services listed for your package.
• Payment methods and any deposit requirements are shown at the time of booking.
• Personal expenses, tips, souvenirs, and optional extras (such as photo or video packages, if offered) are not included unless stated.
• We may update our prices at any time. Prices apply as shown when your booking is confirmed.

By you

• Cancel at least 24 hours before the scheduled pickup time: free cancellation with a full refund, or free rescheduling to another date, subject to availability.
• Cancel less than 24 hours before pickup: no refund.
• No-show or late arrival: if you are not ready at the agreed pickup time and place, we cannot wait and the booking is non-refundable.

To cancel or change a booking, contact us by email or WhatsApp. Your cancellation takes effect from the time we receive it.

By us

• If we cancel your flight for any reason, including weather, safety, or technical issues, you may choose a new date or a full refund.
• If a flight is cancelled because of weather or safety, we are not responsible for other costs you may have incurred, such as hotel nights, flights, or other tours.

Approved refunds are returned to your original payment method. Processing times depend on your bank or payment provider.

• The final decision to fly, delay, or cancel belongs to the pilot and our operations team. Their decision is final.
• We may contact you the evening before or very early on the morning of your flight with an update. Please keep your phone on and check WhatsApp.
• Flights can be delayed, shortened, or have a different landing location because of conditions.
• A flight that lifts off and then ends early because of weather is considered completed. Weather conditions may also affect visibility of the sunrise or the Atlas Mountains. We cannot guarantee specific views.

Ballooning is generally calm and suitable for many ages and fitness levels, but it involves climbing in and out of a basket and standing during the flight. The experience is not recommended for:

• Pregnant women
• People with serious heart conditions, spinal or back injuries, or other serious medical conditions
• People with significant mobility limitations (the basket is not wheelchair accessible)

By booking, you confirm that you and everyone in your group are fit to fly. If you are unsure, please consult your doctor before booking. Age and height requirements may apply and will be confirmed at booking.

To keep everyone safe, you agree to:

• Follow all instructions from the pilot and crew at all times
• Attend the full safety briefing
• Not fly under the influence of alcohol or drugs
• Not bring dangerous items, open flames, or drones
• Respect other guests, our team, local customs, and the environment

We may refuse to fly any guest who is unfit, disruptive, or not following safety instructions. No refund is given in these cases.

Hot air ballooning is an adventure activity with inherent risks. By taking part, you accept these risks.

• We follow safety practices and work with trained, experienced pilots.
• To the fullest extent permitted by law, The Hot Air Balloon is not liable for loss, injury, damage, or delay that results from events outside our reasonable control, from your failure to follow instructions, or from the inherent risks of the activity.
• Nothing in these terms excludes liability that cannot be excluded under applicable law.
• We are not responsible for lost, stolen, or damaged personal belongings. Please keep valuables secure.
• You are responsible for having suitable travel and personal accident insurance that covers adventure activities.

• Pickup usually starts early in the morning, often around 5:00 AM, and guests are normally back at their accommodation by mid-morning. Exact times are confirmed after booking.
• Pickup is available within Marrakech. Some addresses inside the medina may require a nearby meeting point because vehicles cannot enter narrow streets.
• All times are estimates and may change because of weather, traffic, or road conditions.

Mornings can be cold, especially from autumn to spring. We recommend warm layers, comfortable closed shoes, a hat or scarf, and a camera or phone with a secure strap. Please avoid loose items that could fall from the basket.

We may take photos or videos during the experience and use them on our website, social media, and marketing. If you prefer not to appear in our content, tell us before the flight and we will respect your wish.

We collect only the information we need to arrange your booking, such as your name, contact details, pickup address, and relevant health information. We use it to provide our services and contact you about your booking. We do not sell your personal information. We may share necessary details with our pilots, drivers, and service partners to deliver your experience. You can ask us to access, correct, or delete your data by emailing contact@thehotairballoon.com.

All text, images, logos, and other content on thehotairballoon.com belong to The Hot Air Balloon or its licensors. You may not copy, reproduce, or use them commercially without our written permission.

We are not responsible for failure or delay in providing our services caused by events beyond our reasonable control, including severe weather, natural disasters, government restrictions, airspace closures, strikes, or public health measures. In such cases, we will offer a new date or a refund according to Section 5.

If something was not right, please tell us as soon as possible, ideally on the day of your flight, so we can try to fix it. Written complaints can be sent to contact@thehotairballoon.com within 14 days of your experience.

We may update these Terms from time to time. The version published on this page at the time of your booking applies to that booking.

These Terms are governed by the laws of the Kingdom of Morocco. Any dispute will be handled by the competent courts of Marrakech, unless local consumer protection law gives you other rights.