Effective date: 31 October 2026
Last updated: 31 October 2026
At Morocco Balloon, the trust of our guests is as important to us as their safety in the sky. This Privacy Policy explains how we collect, use, share and protect your personal data when you visit moroccoballoon.com, make an enquiry, or book a hot air balloon flight or any of our related experiences in and around Marrakech.
We process personal data in accordance with Moroccan Law No. 09-08 of 18 February 2009 relating to the protection of individuals with regard to the processing of personal data and, where it applies to our guests resident in the European Economic Area or the United Kingdom, the General Data Protection Regulation (GDPR) and the UK GDPR.
Please read this policy carefully. By using our website or booking our services, you acknowledge that you have read and understood it.
1. Who we are (data controller)
The data controller responsible for your personal data is:
Morocco Balloon
Office, Résidence Anas Majorelle, Boulevard Prince Moulay Abdellah
Marrakesh 45000, Morocco
Email: contact@moroccoballoon.com
Telephone / WhatsApp: +212 6 11 98 35 67
For any question about this policy or the way we handle your personal data, please contact us using the details above.
2. Personal data we collect
We collect only the personal data that we need to organise a safe, high-quality experience and to run our business. This includes:
| Category | Examples | How we obtain it |
|---|---|---|
| Identity and contact data | Full name, email address, telephone or WhatsApp number, country of residence | From you, when you book, enquire or contact us |
| Booking data | Selected experience, dates, number and ages of participants, hotel or riad for pickup, booking reference | From you, when you book |
| Safety and special-requirements data | Approximate weight, mobility needs, pregnancy or relevant health conditions, dietary requirements, only where you choose to share them so that we can operate safely | From you, when needed for a specific activity |
| Payment and transaction data | Amount paid, payment method, transaction reference and status (we never receive or store your full card number) | From you and our payment providers |
| Communications data | The content of your messages, enquiries, reviews and any correspondence with us by email, form or WhatsApp | From you |
| Marketing preferences | Your newsletter subscription and preferences | From you, when you subscribe |
| Technical and usage data | IP address, browser and device type, pages visited, time spent on the site and referring website | Automatically, through cookies and similar technologies |
3. How and why we use your personal data
We use your personal data only for clearly defined purposes and on an appropriate legal basis:
| Purpose | Legal basis |
|---|---|
| Processing your booking, arranging transfers and delivering your experience | Performance of a contract with you |
| Sending booking confirmations, reminders and essential service updates, including changes caused by weather or flight conditions | Performance of a contract |
| Ensuring the safety of all passengers and complying with aviation and operational safety rules | Legal obligation and legitimate interests; explicit consent for any health information |
| Processing payments and refunds, preventing fraud and keeping accounting and tax records | Legal obligation and legitimate interests |
| Answering your enquiries and providing customer support | Legitimate interests, or steps taken at your request before entering into a contract |
| Sending our newsletter and offers | Your consent, which you may withdraw at any time |
| Analysing website use, measuring our advertising and improving our services | Your consent |
| Keeping our website secure | Legitimate interests |
| Establishing, exercising or defending legal claims | Legitimate interests |
We do not use your personal data for automated decision-making that produces legal or similarly significant effects on you.
4. Payment security
Online payments are handled by secure, independent payment service providers, such as PayPal and Authorize.net, which are subject to the Payment Card Industry Data Security Standard (PCI DSS). Your card details are entered directly with these providers and are never stored on our servers. We may also accept payment by bank transfer, in which case we receive the transfer details provided by your bank.
5. Who we share your personal data with
We do not sell, rent or trade your personal data. We share it only with trusted parties and only to the extent necessary:
- Service partners who help deliver your experience, such as our balloon pilots and flight operator, drivers and transfer providers, and the activity or accommodation partners included in your booking. They receive only the information needed to serve you.
- Payment service providers that process online payments and refunds on our behalf.
- Technology and communication providers that host our website, deliver our emails and newsletter, and provide website analytics and advertising measurement (including Google). These providers act on our instructions and are bound by confidentiality and data protection obligations.
- Professional advisers, such as accountants, auditors, insurers and lawyers, where necessary.
- Public authorities, when we are required to do so by law, or to protect the rights, property or safety of our guests, our team or others.
6. International data transfers
Some of our service providers are located outside Morocco, including in the European Union and the United States. Where personal data is transferred internationally, we take appropriate steps to ensure that it remains protected in accordance with applicable law, including relying on providers that offer recognised safeguards such as Standard Contractual Clauses.
7. Cookies and similar technologies
Cookies are small text files stored on your device when you visit a website. We use the following categories:
| Type | Purpose | Examples |
|---|---|---|
| Strictly necessary | Enable core functions such as the booking process, checkout and website security. The website cannot work properly without them. | Booking and session cookies |
| Analytics | Help us understand how visitors use our website so that we can improve it. The information is aggregated. Used only if you accept them. | Google Analytics |
| Advertising | Measure the effectiveness of our advertising campaigns and show relevant ads. Used only if you accept them. | Google Ads |
| Third-party content | Allow us to display embedded content and features from other services, which may set their own cookies. | Google Maps, Google Fonts, WhatsApp chat, TripAdvisor reviews |
When you first visit our website, a cookie banner lets you accept or reject non-essential cookies, or choose by category. Analytics and advertising cookies are only activated with your consent; strictly necessary cookies are always active. You can change your choice at any time using the cookie settings button shown on every page. You can also control or delete cookies through your browser settings, and you can opt out of Google Analytics by installing the Google Analytics opt-out browser add-on. Please note that blocking strictly necessary cookies may prevent some parts of the website, such as online booking, from working.
8. Marketing communications
We will only send you our newsletter or promotional offers if you have subscribed to receive them. Every marketing email contains an unsubscribe link, and you may also opt out at any time by writing to contact@moroccoballoon.com. Opting out of marketing does not affect the service messages we need to send about your bookings.
9. How long we keep your personal data
We keep personal data only for as long as necessary for the purposes described in this policy:
| Data | Retention period |
|---|---|
| Booking, payment and invoicing records | For the period required by Moroccan accounting and tax legislation (generally 10 years) |
| Safety and special-requirements information | Deleted once your experience has taken place, unless needed in connection with an incident or claim |
| Enquiries that do not lead to a booking | Up to 2 years from our last contact |
| Newsletter subscription data | Until you unsubscribe |
| Technical email delivery logs | 14 days |
| Analytics data | Up to 14 months |
When retention periods expire, we securely delete or anonymise the data.
10. How we protect your personal data
We apply appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse or alteration. These include encrypted connections (HTTPS) across our website, restricted access to booking information on a need-to-know basis, secure hosting, regular software updates and backups. While no method of transmission over the internet is completely secure, we work continuously to safeguard your information.
11. Your rights
Subject to applicable law, you have the right to:
- Access the personal data we hold about you and obtain a copy;
- Rectification of inaccurate or incomplete data;
- Erasure of your data where there is no longer a lawful reason for us to keep it;
- Object to processing based on our legitimate interests, and to direct marketing at any time;
- Restriction of processing in certain circumstances;
- Data portability, where applicable under the GDPR;
- Withdraw your consent at any time, without affecting the lawfulness of processing carried out before the withdrawal.
To exercise any of these rights, please email contact@moroccoballoon.com. We may need to verify your identity before responding. We will reply within 30 days, free of charge, except where a request is manifestly unfounded or excessive.
If you are not satisfied with our response, you have the right to lodge a complaint with the Commission Nationale de contrôle de la protection des Données à caractère Personnel (CNDP) in Morocco, or with the data protection supervisory authority in your country of residence.
12. Children
Our services are booked by adults. Where a booking includes children, we collect only the information necessary to organise their participation safely, and we process it under the responsibility of the parent or guardian who made the booking.
13. Links to other websites
Our website may contain links to third-party websites and services, such as TripAdvisor, social networks or payment providers. We are not responsible for the privacy practices of these third parties and encourage you to read their privacy policies.
14. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our services or in the law. The latest version will always be available on this page, with the date of the most recent update shown at the top. Where changes are significant, we will take reasonable steps to inform you.
15. Contact us
If you have any questions, requests or concerns about this Privacy Policy or our handling of your personal data, please contact us:
Morocco Balloon
Office, Résidence Anas Majorelle, Boulevard Prince Moulay Abdellah, Marrakesh 45000, Morocco
Email: contact@moroccoballoon.com
Telephone / WhatsApp: +212 6 11 98 35 67
