General Conditions

Your voucher is sent by regular post or email.

Delivery is made within two days upon receipt of payment, unless you prefer to pick it up at our facilities or select a form of personalized delivery. Please contact us if you want more information about personalized delivery.

The voucher can be sent to you or directly to those indicated, as long as the data of the recipient are clearly identified. If for whatever reason your voucher does not reach the recipient, we send a new voucher at no extra cost, following the cancellation of the lost voucher.

If you urgently need a voucher, we recommend that you choose our personalized delivery service, to ensure its delivery at the intended term.

All orders placed up to 19:00 will be shipped the next business day (after payment) up to 15:00. Windpassenger charges the following costs for each order:

National:
Regular Mail – included in the price of the voucher
Deliveries 48 hours – extra 10 euros
Deliveries 24 hours – extra 15 euros
Deliveries 12 hours – extra 25 euros (please confirm if this option is valid in the recipient’s delivery area)

International
Regular Mail – included in the price of the voucher
Deliveries 48 hours – extra 10 euros
Deliveries 24 hours – extra 15 euros
Deliveries 12 hours – extra 25 euros (please confirm if this option is valid in the recipient’s delivery area)

Weekends, Holidays and Festive Periods:
Opening hours, delivery times and shipping costs change during the weekends, holiday periods, Christmas and New Year’s season; the same may occur for "last-minute requests.” For more information visit www.windpassenger.pt.

3.1 Windpassenger performs balloon journeys in a careful and professional manner, under the valid laws and regulations of the European Union.

3.2 Since the balloon journey strongly depends on atmospheric conditions, it is possible that your route will be changed. The information provided by Windpassenger regarding the duration and type of balloon journey is always based on an estimated assessment and in ideal circumstances, so there is no liability of rights.

3.3 Windpassenger can decide at the last moment to cancel a balloon journey if weather conditions do not permit the conducting of a safe journey. This decision rests solely on the balloon pilot. In this case, there is no compensation or a refund. The client once more receives their ticket, with which they can book a new balloon journey, within one year from the ticket date.

3.4 A confirmation of hot air balloon flight is usually made one or two days before the flight. Due to weather instability, Windpassenger is within its rights to confirm a flight up to 12 hours in advance.

3.5 The right to carry out a balloon journey in respect to a ticket ceases when:

a. the client does not show up on time and at the place mentioned on the booking form;

b. the client does not have a ticket and a valid booking form before take-off;

c. according to Windpassenger administration, if they have not received payment for the ticket for a respective balloon journey and the client cannot, at that moment, provide proof of payment. In all these situations, the balloon ride is considered to be conducted. The balloon ticket loses its validity. This also applies to situations where it is not possible to conduct a balloon journey due to the circumstances described in Article 3.3.

3.6 Participants in the balloon journey must comply with the instructions given by the pilot and other Windpassenger employees, both during and after the balloon journey.

3.7 By participating in the balloon journey, clients accept the risk of suffering from any minor injuries (bruises, scratches, etc.), damage to clothing (soot or scorching because of the burner), or losses and personal equipment damage, parts of clothing, cameras or camcorders, etc.

3.8 The liability of the balloon pilot for injuries and deaths is limited to an agreed amount at the equivalent of €325,000 per passenger.

3.9 The liability of Windpassenger is limited to €100,000, in all cases an amount that will be paid depending on the situation provided by Windpassenger’s civil liability insurance. A copy of the policy will be sent upon request.

All vouchers have a validity period of 1 year after the date of purchase. During the 6 months following the expiry of the validity period, vouchers may be revalidated only once upon payment of a fee of € 50 per person for group flight, and € 100 per person for exclusive flights. After this period, the voucher is canceled by the system for lack of redemption, and it cannot be revalidated. The revalidation of the voucher does not give it a new period of validity, only allowing a new marking provided that it is made within the following 15 working days, for a date within 3 months immediately following the revalidation.

The description of each voucher in our catalogue is brief but as explicit as possible.

However, the content and format of the voucher may vary during the year. Current details are available through our website www.windpassenger.pt.

These details may also be stated on the voucher sent to you and the confirmation of your reservation.

The balloon flights presupposes the verification of certain conditions of the participating person, such as age, health status or other requirements.

Where possible, such restrictions are indicated in the catalogue of balloon flights.

Contact us in case of doubt. Most flights can be made by people with disabilities.

We guarantee we will do everything possible so our clients with some kind of physical limitation always have the opportunity to properly enjoy the balloon flights.

To this end, we request that any restrictions of this type are mentioned upon purchase, so we can take the necessary steps to meet the needs of our client.

We refund all undated vouchers, up to 15 days after the date of purchase, against charge of an administrative charge with a minimum of 50 euros per person. The refund is always made to the entity or person who purchased the voucher, unless expressly stated otherwise. In cases of payment by credit card, the amount of the refund will be credited to the account of that same card deducted from the respective charge.

If you wish to cancel or change your appointment, you should do so with a minimum of 72 working hours in advance and, in the case of accommodation, such a notice at least 5 working days in advance.

Cancellations with a notice less than the aforementioned periods will mean the loss of the right to a new appointment.
If you do not appear at the date and place scheduled to carry out your balloon flight without canceling your appointment as outlined above, you will lose the right to use your voucher.

Important: You can only cancel your balloon flight/book once (within the above rules).

A second cancellation means the loss of the right to use your voucher. In case of need in regards to canceling a balloon flight for reasons beyond our control (e.g. weather conditions), we will notify you soon as possible and make every effort to present you with an alternative date at your convenience.

If you have any problems on the day of carrying out the balloon flight or a complaint to submit, please mention it directly to Windpassenger at the earliest opportunity, so that we can recompense you and improve our service.

The conducting of balloon flights is subject to the existence of favorable weather conditions.

If the balloon flight is canceled due to weather conditions, the opportunity to make a new booking will be offered, the customer indicating a new date, but always subject to the weather conditions of the respective day.

If the client incurs expenses or losses from a cancellation on the same day due to adverse weather conditions or unforeseen events unrelated to Windpassenger, the latter cannot be held responsible for them.

The risks inherent in balloon flights are covered by commercial aviation insurance with a more complete policy whose coverage goes beyond the minimum requirements by law.

The exchange of vouchers is permitted, provided they are available in the catalogue for Windpassenger vouchers by deducting a service fee.

The appointing of flights or ordering of products should be made at least 15 days in advance in the majority of cases, except for holiday periods (Easter, Christmas, summer) and weekends, where we advise you in advance.

To make such a booking contact our services through tel: 917102250 or www.windpassenger.pt. You should only consider the appointment as final after receiving confirmation of our services by email.

On the day of the balloon flight you should use the voucher as a means of payment in regards to our pilot.

Your feedback is important to us.

If you have any suggestions or complaints do not hesitate in letting us know because it will be the best way to improve our services and satisfactorily resolve any dispute.