COMPANY POLICY

BOOKING POLICY

• The following terms and conditions are accepted when booking through our direct channel or
  through other external collaborators affiliated with the airline Firenze Mongolfiere (such as Smartbox, Viator, etc …)
• Terms and conditions are always visible at the link https://www.firenzemongolfiere.com/en/policy/
• The final confirmation of the flight will be communicated to you at 18:00 by email or by telephone the day before the flight.
• The take-off poiny may be subject to change, always with prior notice from the company.
• The departure time may be subject to variations, always with prior notice from the company.

• Voucher terms mean an undated travel ticket that allows you to choose the date of your flight in another moment.
• All vouchers are subject to expiration regardless of whether they are on offer or at full price.
• Purchasing a voucher for a group flight, you are entitled to travel on board together with other passengers.
• Purchasing a voucher for a private flight you have the right to travel with the balloon totally reserved for passengers with the only
  company of the pilot.
• The take-off changes according to the type of flight purchased and can be changed by the Pilot at the time of the flight for safety reasons.
• The purchase of a VOUCHER travel ticket is non-refundable.
• The full price voucher (not on offer) is valid for 24 months from the time the payment is made.
• In order to use your voucher, please contact us to book the date.
• The availability of the flight date varies according to the availability of the flight calendar.
• Any change of name on the voucher and / or transfer of the voucher itself must be communicated by email to the address
  info@firenzemongolfiere.com at least 30 days before its deadline.
• The voucher must be converted into a travel document and will observe the following points.
• It is not allowed to carry out more flights by dividing the passengers indicated in the booking phase. Ex: a booking of 4 passengers
  it cannot be split into 2 passengers and do 2 flights separately.

CASES IN WHICH YOU CAN ASK THE REFUND

In case of cancellation by Firenze Mongolfiere due to adverse weather conditions such as: rain, strong wind, wind
gusts, fog, hail and thunderstorms. This rule applies to those who have purchased a travel ticket dated in
booking stage. In case you purchased a voucher converted into a travel ticket, a new date will be proposed.

CASES WHERE A REFUND CANNOT BE ASKED

• If the passenger does not show up at the pre-arranged meeting point indicated in their travel document.
• If the passenger does not show up at the meeting point at the pre-established time indicated in their travel document.
• In case of excessive late from the passenger, a delay of no more than 15 minutes. After 15 minutes the value of the entire experience will be lost.
• In case the passengers cancel the flight within 36 hours before the day of the flight.
• After purchasing the ticket as a Voucher.

OUR COMMITMENTS TO PASSENGERS

The Voucher or date ticket gives the right to fly in a hot air balloon on a date to be agreed within 24 months of purchase where it includes:

• The balloon flight of about an hour.
• Transportation with one of our vehicles from the landing point to the take-off point.
• Aviation insurance provided for by current legislation.
• The actual duration of the flight may vary from 45 to 70 minutes, but for safety reasons, the pilot has full responsibility for
  flight operation.

Furthermore:

• It is never possible guarantee the actual route or duration of the flight.
• It is unquestionable the judgment of the pilot and the competent authorities to interrupt the flight in case of adverse weather conditions.
• Flying in a hot air balloon totally depends on the weather conditions, in case of adverse weather conditions not reported by the
  weather reports, we can cancel the flight before take-off.
• If a flight is canceled due to weather or for any other reason beyond our control, one will be re-proposed
  new flight date or refund policies outlined above will be observed.
• If the minimum number is not reached, the flight will be canceled and a new date for the flight will be proposed.
• If flights are suspended for reasons of force majeure, the validity of the voucher will be extended for a period equivalent to the period of
  Suspension. However, we are NOT responsible for economic losses or any damage caused by any suspensions.
• We reserve the right to entrust the execution of our flights to other operators, holders of regular Italy CAA licenses who have a
  collaboration agreement. Also in this case, these Terms and Conditions will always apply.
• Firenze Mongolfiere has insurance coverage for air carriers pursuant to the Montreal Convention of 28 May 1999,
  Regulation (EC) No. 785/2004 and Regulation (EU) No. 285/2010 for each passenger in the event of death and / or personal injury. The
  right to compensation for damages expires within two years from the day of the flight.
• The Company does NOT assume any responsibility for any personal item that the passenger will bring on the flight.
• The Company does NOT assume any responsibility for any damage to cars or objects inside them that could
  occur during the period in which they remain parked at the meeting point.

THE OBLIGATIONS OF THE PASSENGER TOWARDS THE COMPANY

The passenger will receive a confirmation email by 18:00 the day before the flight to the contact number or email provided at the time
of the reservation. If he has not received anything, the passenger is required to contact the company by phone: +39
3347204453 or alternatively +39 3319832143.

CANCELLATION AND MODIFY POLICY OF YOUR RESERVATION

• Up to 3 days before the flight: the flight is rescheduled to a new date for free.
• The cancellation of a flight by the passenger within 36 hours before the day of the flight entails the loss of the total amount paid
  if a new flight date is desired, an additional penalty equal to 50% of the total experience will be required to be paid in full
  when booking.
• The passenger can request to modify the experience of higher value by paying the requested difference.
• The passenger can request to modify the experience of lower value, but a partial refund will not be granted
  amount paid.

GENERAL RULES

• Ballooning can be as risky as any other activity.
• Purchasing a Voucher or participating in a flight, the passenger is conscientious of the potential risks. The flight, on every occasion, will be
  under the control and supervision of a certified pilot who is committed to making the flight safe and enjoyable.
• The Pilot is not qualified to judge the state of health of the passenger whether he is able to fly or not; however on its own
  safety and that of others, the passenger must ensure that he is in physical condition to be able to participate in the flight.

As required from the navigation code, disabled people are not allowed to fly,
impairments, diseases or syndromes that prevent the smooth running of the balloon flight and in particular:

• It is not allowed to fly to those suffering from cardiovascular diseases, Pacemaker wearers and people suffering from heart disease.
• It is not allowed to fly to people with bone deficiency problems or osteoporosis.
• People with high back problems.
• Pregnant women are not allowed to fly from the third month.
• People with severe hearing compensation problems are not allowed to fly

Other cases in which balloon flight is not allowed:

• People with a height of less than 100 cm, both adults and children, are not allowed to fly.
• Those who have carried out diving activities in the 24 hours prior to the flight are not allowed to fly.
• People under the influence of alcohol and / or drugs are not allowed to fly.
• It is not allowed to carry dangerous goods, flammable substances, ammunition, explosives, cutting and / or firearms on board.
• It is not allowed to bring animals of any kind on board.
• In no case will refunds be granted for damage or loss of personal items brought during the experience.
• Any goods on board travel under the exclusive control of the owner.
• The Pilot has the duty, as required by the Navigation Code, to exclude from the flight anyone who could represent a risk to
  flight safety, even if the crew and / or passengers were subjected to verbal or physical violence by other passengers
  and / or accompanying persons, and / or in the presence of attitudes that may compromise the smooth running of the activity.
• Anyone excluded from the flight for the reasons indicated in the previous point will not be refunded.
• A teenager under 16 can only fly if accompanied by an adult.
• From 16 to 18 years of age, minors must present an authorization signed by a parent.
• Passengers weighing more than 100 kg are required to communicate this when booking / purchasing the Voucher.
• Passengers must wear appropriate clothing and footwear for the season, taking into account a temperature range of about 3-4 degrees in
  consequence of the altitude and the possibility of landing in damp, wet and muddy fields.
• It is forbidden to wear shoes with high heels or open shoes.
• Smoking is prohibited in the take-off and landing areas and on board the hot air balloon.
• We are allowed to process the personal data of passengers for internal administration and accounting use.