General Conditions

1. OPERATOR
2. PRICES AND CURRENCY
3. BOOKING AND PAYMENT PROCESS
4. NATURE OF THE ACTIVITY
5. TICKET VALIDITY
6. REFUND POLICY
7. BOOKING AND CHANGING DATES
8. CHANGE OF TICKET HOLDER
9. NO-SHOWS AND DELAYS
10. CANCELLATIONS DUE TO WEATHER OR SAFETY
11. DURATION, ROUTE AND LANDING SITE
12. TIMES
13. SAFETY REQUIREMENTS AND FITNESS TO FLY
14. MINIMUM AGE AND MINORS
15. PASSENGER WEIGHT
16. SMOKING AND DANGEROUS GOODS
17. PERSONAL BELONGINGS
18. INSURANCE AND LIABILITY
19. TRANSPORT AND PICK-UP SERVICES
20. ADDITIONAL SERVICES
21. PACKAGES WITH ACCOMMODATION OR OTHER PROVIDERS
22. GIFT VOUCHERS
23. BOOKINGS MADE THROUGH AGENCIES OR INTERMEDIARIES
24. RIGHT OF WITHDRAWAL
25. PHOTOGRAPHS AND VIDEOS
26. DATA PROTECTION
27. COMMUNICATIONS
28. ACCEPTANCE OF THE CONDITIONS
29. APPLICABLE LAW

1. OPERATOR
For the purposes of these General Conditions, the operator is Eolo Marketing S.L., which trades under the brands EoloFLY and Hot Air Balloons Madrid, tax ID (CIF) B82842394, with registered address at C/ Valderrey 3, 28035 Madrid, Spain. Purchasing a ticket, voucher or booking implies that you have read and accepted these General Conditions.

1.1. Substitute operator. For operational reasons, on the day scheduled for the activity the flight may be carried out by another balloon operator accredited by AESA (the Spanish Aviation Safety Agency), which may also provide the passenger transport or transfer service.

2. PRICES AND CURRENCY
The final price of the activity is the one shown during the purchase process, depending on the product and the date selected.
All prices and charges are in euros (EUR).
Any financial difference arising from exchange-rate fluctuations, as well as currency conversion fees charged by banks, card issuers or other payment service providers, is charged to the customer by those banks, card issuers or payment providers. Eolo Marketing S.L. will under no circumstances bear such fees.

3. BOOKING AND PAYMENT PROCESS

3.1. Bookings of activities with Eolo Marketing S.L. may be made directly through its websites, by telephone, by email or through any of the booking channels enabled by the company, as well as through travel agencies, hotels, booking platforms, tour operators or other authorised intermediaries.

3.2. A booking is considered confirmed when the customer has received the corresponding booking confirmation issued by Eolo Marketing S.L. or by the intermediary or authorised channel through which the booking was made.

3.3. When a booking made directly with Eolo Marketing S.L. is pending payment, the full amount must have been paid at least 72 hours before the scheduled date of the activity. The flight cannot take place if 100% of the booking amount has not been paid.

3.4. Bookings that remain unpaid within the 72 hours before the activity may be cancelled by Eolo Marketing S.L.

3.5. For bookings made through third parties, the payment, confirmation and booking-management conditions may additionally be subject to the conditions set by the corresponding intermediary or booking channel.

4. NATURE OF THE ACTIVITY

4.1. A hot air balloon flight is an aerial activity whose operation necessarily depends on the weather and safety conditions at the time and place planned for the flight.

4.2. The date initially booked is therefore subject to confirmation and does not constitute an absolute guarantee that the flight will take place on that day.

4.3. The final decision on whether to operate, postpone or cancel the flight for weather, technical or operational safety reasons rests with the pilot in command (PIC).

4.4. The safety of the passengers shall prevail at all times over any other consideration.

5. TICKET VALIDITY

5.1. Tickets and vouchers are valid for 12 months from the date of purchase.

5.2. The customer must take part in the activity within that validity period.

5.3. Cancellations or postponements due to adverse weather conditions or safety reasons allow the customer to choose a new available date within the ticket's validity period; such cancellations do not extend or restart the validity period.

5.4. Eolo Marketing S.L. has no tool to extend the original expiry date of a ticket or voucher.

5.5. It is the customer's responsibility to leave enough time within the validity period to be able to reschedule the activity if one or more dates have to be cancelled for weather or safety reasons.

6. REFUND POLICY

6.1. Tickets, vouchers and bookings purchased are non-refundable.

6.2. If the flight cannot take place on the date initially selected because of adverse weather conditions or safety reasons, the ticket is not lost. The customer may choose another available date within its validity period.

6.3. The cancellation or postponement of a flight date due to weather or safety reasons does not entitle the customer to a refund of the amount paid.

7. BOOKING AND CHANGING DATES

7.1. When a hot air balloon flight ticket has been purchased without a specific date, the customer must request a date by sending an email to reservas@eolofly.com, or redeem the voucher through the website https://www.eolofly.com/en/hot-air-balloon-gift-voucher/

7.2. Likewise, when a previously booked date has been cancelled by Eolo Marketing S.L. because of weather conditions, safety reasons or other causes that allow the activity to be rescheduled, it is the customer's responsibility to request a new date within the validity period of their ticket by sending an email to reservas@eolofly.com.

7.3. Any date request is always subject to availability and does not extend or restart the ticket's validity period.

7.4. Changes requested by the customer

7.4.1. The customer may request a change of date provided they notify Eolo Marketing S.L. at least 72 hours before the scheduled time of the activity.

7.4.2. The change is subject to availability and must be made within the original validity period of the ticket.

7.4.3. Changes requested by the customer do not extend or restart the validity period.

7.4.4. When the customer requests a cancellation or change less than 72 hours in advance, Eolo Marketing S.L. may consider the booking as used, with no right to a change of date or refund.

8. CHANGE OF TICKET HOLDER

8.1. The holder of a hot air balloon flight ticket can be changed to any other person. To make the change, notify us by email at reservas@eolofly.com.

8.2. A change of holder does not modify the date of purchase nor extend or restart the ticket's validity period.

9. NO-SHOWS AND DELAYS

9.1. The customer must arrive at the place and time stated in the booking confirmation or in subsequent communications from Eolo Marketing S.L.

9.2. If the passenger fails to show up on the agreed day, at the agreed place and time, the activity is deemed carried out and used, with no right to a refund, compensation or change of date.

9.3. The same condition applies when the customer arrives so late that they cannot take part in the activity or delay the operation of the flight and of the other passengers.

9.4. For services that include pick-up or transport, the vehicle is not obliged to wait for passengers who are not at the agreed point at the stated time, and they will therefore be considered a No-Show.

10. CANCELLATIONS DUE TO WEATHER OR SAFETY

10.1. Hot air ballooning requires suitable weather conditions. Weather conditions suitable for flying can only be confirmed (or otherwise cancelled) 24 hours before the booked date, based on information from official sources.

10.2. Eolo Marketing S.L. may postpone or cancel a flight when the pilot in command considers that the weather, technical or operational conditions do not allow it to be carried out with adequate safety levels.

10.3. This decision may be taken even shortly before take-off or after passengers have travelled to the planned site, because weather conditions can change and certain circumstances can only be assessed at the place and time of operation.

10.4. When Eolo Marketing S.L. cancels a flight for weather or safety reasons, the customer keeps their ticket and may choose a new available date within its validity period.

10.5. These cancellations do not give the right to a refund nor extend or restart the ticket's validity period.

11. DURATION, ROUTE AND LANDING SITE

11.1. The duration stated for the flight is approximate.

11.2. The direction, distance travelled, altitude, exact duration and landing site depend essentially on the wind and the weather conditions during the operation.

11.3. The pilot determines the trajectory, altitude and duration of the flight at all times, giving priority to safety criteria.

11.4. Owing to the very nature of hot air ballooning, no specific route, altitude, overflight point or exact landing site can be guaranteed.

12. TIMES

12.1. The times communicated may change depending on the time of year, sunrise, weather conditions and operational needs.

12.2. Eolo Marketing S.L. will tell the customer the time and meeting point for their activity.

12.3. It is the customer's responsibility to check the communications received and to provide correct and working contact details.

13. SAFETY REQUIREMENTS AND FITNESS TO FLY

13.1. Hot air ballooning is an outdoor activity that normally takes place in rural areas. The terrain used for take-off and landing may be uneven, sloping, vegetated or have other features typical of the natural environment.

13.2. Passengers must come dressed in clothing suitable for an outdoor activity and wear closed, comfortable shoes suitable for walking on uneven ground.

13.3. Although a hot air balloon flight is normally smooth, landings can be more energetic depending on the wind conditions. During landing, the basket may drag, tilt or even end up lying on one of its sides, and passengers may remain in a horizontal position for a short period of time.

13.4. All passengers must follow the safety instructions given by the pilot and adopt the safety position indicated for landing.

13.5. At the end of the flight, passengers may be invited to help pack up the balloon. Taking part in these tasks is entirely voluntary and may involve some physical effort or lifting. Passengers who do not wish to or cannot take part must stay out of these tasks.

13.6. Mobility and access to the basket

13.6.1. The balloon basket is approximately 1.20 metres high and has footholds or openings designed to make it easier for passengers to climb in.

13.6.2. The passenger must be able to get into and out of the basket unaided using those footholds.

13.6.3. Eolo Marketing S.L. staff will supervise access to the basket and give the necessary instructions, but for safety reasons they cannot physically lift or put the passenger into the basket.

13.6.4. The pilot in command has the final decision on whether a passenger has the mobility needed to get into the basket and take part in the flight safely.

13.6.5. When the pilot determines that a passenger cannot carry out the activity safely because of their mobility, the refusal to board does not give the right to a refund.

13.7. Passengers with reduced mobility or disabilities

13.7.1. People with disabilities or reduced mobility must first assess whether their physical condition allows them to take part in the activity safely, and are advised to consult a healthcare professional beforehand whenever there is any doubt.

13.7.2. The passenger must tell Eolo Marketing S.L., before making the booking, of any circumstance that may affect their ability to get into and out of the basket, stand during the flight or adopt the safety position required during landing.

13.7.3. The passenger must be able to get into and out of the basket unaided and follow the crew's safety instructions.

13.7.4. Participation shall in any case be subject to the limitations and requirements established by the applicable aviation regulations and to the final decision of the pilot in command on safety matters.

13.8. Physical fitness and medical conditions

13.8.1. Passengers must make sure that their physical fitness is within the limits of an activity such as hot air ballooning. Eolo Marketing S.L. cannot accept any responsibility for injuries, illnesses or physical limitations existing before the activity.

13.8.2. Passengers who suffer from illnesses, injuries or mobility problems, have recently undergone surgery or have any other medical condition that may affect their participation must, where necessary, consult a qualified healthcare professional before booking and inform Eolo Marketing S.L. of that circumstance.

13.8.3. The complete activity may last several hours. Passengers who need medication must carry the medication they need for the whole duration of the activity.

13.9. Pregnancy. The activity is not permitted for pregnant women at any stage of pregnancy.

13.10. Scuba diving. Passengers who have gone scuba diving within the 24 hours before the scheduled time of the flight will not be allowed to fly.

13.10.1. It is the passenger's responsibility to inform Eolo Marketing S.L. of this circumstance before the activity takes place.

13.10.2. Failure to comply with this condition that prevents the passenger from flying does not give the right to a refund or change of date.

13.11. Alcohol, drugs and medication. No one whose ability, judgement, coordination or behaviour is impaired by alcohol, drugs, medication or other substances will be allowed to take part in the activity.

13.11.1. The pilot in command may refuse boarding when they consider that a passenger is not in a suitable condition to take part safely.

13.11.2. When the inability to fly is a consequence of the passenger's condition, there is no right to a refund or change of date.

13.12. Authority and discretion of the pilot. The pilot in command (PIC) has the highest authority over the aircraft and the final decision on the boarding and carriage of passengers.

13.12.1. The pilot may prevent any passenger from boarding when they reasonably consider that the passenger's physical, medical or mental state, behaviour or any other circumstance may compromise the safety of the passenger, other passengers, the crew, the aircraft or the operation.

13.12.2. The safety decisions taken by the pilot must be respected by all passengers.

13.12.3. When the refusal to board results from a circumstance attributable to the passenger or from the passenger not meeting the safety conditions required to take part in the activity, the passenger is not entitled to a refund or change of date.

13.12.4. Refusal or termination of carriage
Eolo Marketing S.L. reserves the right to refuse or interrupt at any time the participation or carriage of any passenger when it reasonably considers that the passenger:
- poses a danger to themselves, to the aircraft, vehicles, facilities, property or any other person;
- shows aggressive, confrontational or dangerous behaviour or behaviour that may affect the safety or wellbeing of others;
- is under the influence of alcohol, drugs, medication or other substances that affect their abilities;
- does not meet the physical or mental conditions needed to take part safely in the activity;
- fails to comply with the safety instructions given by the pilot or by Eolo Marketing S.L. staff; or
- fails to comply with any mandatory health measures applicable at the time of the activity.

13.12.5. In these cases, Eolo Marketing S.L., the pilot or their representatives may require the passenger to leave any aircraft, vehicle, take-off or landing area, establishment or facility used during the activity.

13.12.6. When the refusal or termination of participation occurs for any of the above circumstances attributable to the passenger, there is no right to a refund, compensation or change of date.

14. MINIMUM AGE AND MINORS

14.1. The minimum age to take part in a hot air balloon flight is FOUR (4) years. Children under that age are not admitted.

14.2. Children aged FOUR (4) years or over and under TWELVE (12) years pay the child rate and must travel accompanied by a responsible adult during the flight.

14.3. From TWELVE (12) years of age the adult rate applies.

14.4. Parents, guardians or responsible adults must correctly state the age of the minors included in the booking.

15. PASSENGER WEIGHT

15.1. For safety and operational planning reasons, Eolo Marketing S.L. may ask for the weight of passengers before the flight.

15.2. Passengers must provide correct information when requested.

15.3. In certain cases, especially when an individual's weight may affect the load distribution or capacity of the aircraft, Eolo Marketing S.L. may set specific conditions for the booking.

16. SMOKING AND DANGEROUS GOODS

16.1. Dangerous goods may not be carried with your hot air balloon flight ticket. Dangerous goods are understood to be:
- Explosives (fireworks, flares, detonators, fuses, dynamite, ammunition and pyrotechnic material in general)
- Compressed or refrigerated liquids, or dissolved gases (aerosols, self-defence sprays, camping gas stoves, fire extinguishers, cryogenic liquids, cylinders of refrigerant gases and compressed gas cylinders in general)
- Flammable liquids and solids (fuel, equipment containing fuel, adhesives, solvents, paint, petrol, varnish, blowtorches, lighters and refills for them)
- Substances that emit flammable gases on contact with water
- Oxidisers and organic peroxides (oxygen generators and bleaching powder)
- Substances with a risk of spontaneous combustion (strike-anywhere matches and phosphorus)

16.2. Smoking is not permitted on board at any stage of the flight, nor in the vicinity of the balloon itself (at least 30 metres away from the basket).

17. PERSONAL BELONGINGS

17.1. Passengers are responsible for their personal belongings during the activity.

17.2. Eolo Marketing S.L. is not liable for loss of or damage to personal belongings unless it results from an act legally attributable to the company.

17.3. We recommend avoiding unnecessary items or items that could be dangerous during landing.

18. INSURANCE AND LIABILITY

18.1. Flights are operated in accordance with the applicable aviation regulations and are covered by the insurance legally required for the operation.

18.2. Eolo Marketing S.L. is liable in the cases and within the limits established by the applicable regulations.

18.3. Nothing in these conditions is intended to exclude or limit any rights or liabilities that cannot legally be excluded or limited.

19. TRANSPORT AND PICK-UP SERVICES

19.1. When the activity booked includes passenger transport or pick-up, the customer must be at the agreed point at the stated time.

19.2. Pick-up times may vary because of traffic, weather or operational organisation.

19.3. A delay by the customer that causes them to miss the transport or makes it impossible for them to take part in the flight is treated as a No-Show, with no right to a refund or change of date.

20. ADDITIONAL SERVICES

20.1. When the product booked includes breakfast, a toast, photographs, video, transport, accommodation or other additional services, these may be subject to availability and to the specific conditions stated in the product booked.

20.2. The occasional impossibility of providing an additional service does not necessarily imply cancellation of the main flight activity when it can be carried out normally.

21. PACKAGES WITH ACCOMMODATION OR OTHER PROVIDERS

When the booking includes services provided by third parties, such as accommodation, catering or other tourist services, the specific conditions of the corresponding provider may additionally apply.

22. GIFT VOUCHERS

22.1. Gift vouchers are subject to the same general conditions and validity period as other tickets, unless the voucher itself expressly states a different condition.

22.2. The recipient of the voucher must take part in the activity within the corresponding validity period.

22.3. Giving the voucher to a third party does not extend or restart its validity period.

23. BOOKINGS MADE THROUGH AGENCIES OR INTERMEDIARIES

23.1. Bookings made through travel agencies, hotels, online platforms, tour operators or other intermediaries may additionally be subject to the commercial and cancellation conditions of the channel through which the purchase was made.

23.2. Any financial matter that falls to the intermediary must be handled directly with that intermediary when so provided by the conditions of the booking.

24. RIGHT OF WITHDRAWAL

24.1. Given the nature of the services booked, and where the legal exception for services related to leisure activities with a specific date or period of performance applies, the right of withdrawal under consumer legislation does not apply.

24.2. This provision applies only in the cases permitted by current legislation.

25. PHOTOGRAPHS AND VIDEOS

25.1. Photographs and videos may be taken during the activity, intended, among other purposes, to be delivered to passengers as part of the experience booked.

25.2. The photographs and videos recorded during the hot air balloon flight and delivered to passengers as a report and keepsake of the activity may be used for promotional purposes and for posting on social media. Any passenger has the right not to appear in our promotional material in media or social networks: you can state your preference by email at reservas@eolofly.com or by any other means of communication.

25.3. Refusing to authorise the promotional use of images will not affect the booking or the carrying out of the activity.

26. DATA PROTECTION

26.1. The address of the EoloFLY website is https://www.eolofly.com.

26.2. The personal data provided by customers through the booking and purchase processes, contact forms, email or other means enabled by Eolo Marketing S.L. will be processed in accordance with the General Data Protection Regulation (GDPR) and other applicable data protection legislation.

26.3. The data provided may be used to manage the bookings and services purchased, to deal with customers' requests and to provide information about the activities and services offered by Eolo Marketing S.L., in accordance with the applicable legal bases.

26.4. The personal data provided will not be disclosed to third parties outside Eolo Marketing S.L., except when necessary for the proper provision of the service booked, where there is a legal obligation, or where another legal basis justifies such disclosure.

26.5. Data subjects may exercise the rights granted to them by current data protection legislation by writing to Eolo Marketing S.L.

26.6. Detailed information on the processing of personal data and on the use of cookies is available in the Privacy Policy and Cookie Policy published on the website.

27. COMMUNICATIONS

27.1. The customer is responsible for providing a correct email address and telephone number when booking.

27.2. Eolo Marketing S.L. may use these means to communicate times, changes, cancellations, pick-up instructions or other information related to the activity.

27.3. The customer must check their communications before attending the activity.

28. ACCEPTANCE OF THE CONDITIONS

28.1. Completing the purchase means that the customer declares that they have read and accepted these General Conditions before finalising the booking.

28.2. These conditions form part of the contract between the customer and Eolo Marketing S.L.

28.3. When a booking includes several passengers, the person making the booking is responsible for informing the other participants of the conditions and instructions applicable to the activity.

29. APPLICABLE LAW

29.1. These conditions are governed by Spanish law and by the aviation and consumer protection regulations that apply.

29.2. Any clause of these conditions that may be contrary to a mandatory rule shall be deemed limited or replaced by what is legally established, without affecting the validity of the remaining conditions.