Last updated: Jan 10, 2026
By booking any tour, private transportation service, hourly driver service, or custom experience with us, the customer confirms that they have read, understood, and accepted this Cancellation, Modification & No-Show Policy.
1. General Cancellation Policy
All cancellation requests must be submitted in writing through our official communication channels.
Cancellation requests are calculated based on Cancun local time.
Same-day cancellations are not allowed under any circumstance. Once the calendar date of the scheduled service has started, the service becomes non-refundable.
Cancellations made 48 hours or more before the scheduled pick-up time may be eligible for a refund, minus payment processing fees, administrative costs, third-party supplier fees, tickets, reservations, and any non-refundable expenses already incurred.
Cancellations made less than 48 hours before the scheduled pick-up time may be partially refundable only at our discretion and depending on the type of service, supplier conditions, attraction tickets, transportation assignment, and operational expenses already committed.
Cancellations made less than 24 hours before the scheduled pick-up time are non-refundable.
Same-day cancellations are strictly non-refundable.
2. Non-Refundable Items
The following items are non-refundable once confirmed, purchased, assigned, reserved, or arranged:
- Entrance tickets to archaeological sites, parks, cenotes, museums, attractions, or private venues.
- Third-party supplier fees.
- Boat, pontoon, guide, restaurant, activity, or attraction reservations.
- Payment gateway processing fees.
- Administrative handling costs.
- Transportation already assigned to the service.
- Special requests arranged specifically for the customer.
- Last-minute operational expenses required to perform the service.
If a tour or service includes third-party providers, the refundable amount may depend on the cancellation terms of those providers.
3. Modifications and Rescheduling
Modification requests must be submitted as early as possible and are subject to availability.
Requests to change the date, pick-up time, hotel, meeting point, itinerary, number of passengers, selected activities, or destination are not guaranteed until confirmed in writing by our team.
Same-day modifications are not guaranteed and may be denied if they affect the operation, availability, timing, route, supplier reservations, assigned vehicle, or driver schedule.
If a customer requests a change that increases the cost of the service, the difference must be paid before the modification is confirmed.
If the customer requests a change that reduces the scope of the service, no refund is guaranteed for unused portions, especially when transportation, tickets, suppliers, staff, or operational resources have already been assigned.
4. No-Show Policy
A no-show occurs when the customer:
- Does not appear at the confirmed pick-up location at the scheduled time.
- Does not respond to our attempts to contact them.
- Provides incorrect pick-up information.
- Refuses the service.
- Is unable to take the tour or service for reasons not caused by our company.
No-shows are 100% non-refundable.
The service may be considered a no-show if the customer provides an incorrect hotel, room number, meeting point, date, time, phone number, or contact information that prevents the service from being provided.
The customer is responsible for being ready at the confirmed pick-up location on time.
Drivers may wait a reasonable courtesy time, but excessive delays may affect the itinerary or result in the service being marked as a no-show.
5. Late Arrivals
If the customer arrives late, the tour or service may be shortened to respect attraction schedules, supplier reservations, driver hours, road conditions, and other operational commitments.
Late arrivals do not entitle the customer to a refund, compensation, discount, or extension of the service.
For hourly services, the reserved time begins at the confirmed pick-up time, not when the customer boards the vehicle.
6. Weather, Road Conditions, and Force Majeure
Tours and private services operate under normal weather conditions unless safety concerns, official authorities, road closures, attraction closures, or legal restrictions prevent the service from being performed.
Rain, cloudy weather, heat, traffic, personal discomfort, lack of interest, tiredness, or a change of mind are not valid reasons for a same-day cancellation or refund.
If a tour or service cannot be safely or legally operated due to force majeure, official closures, severe weather, natural events, accidents, road blockages, government restrictions, or circumstances beyond our control, we may offer one of the following options depending on the specific situation and costs already incurred:
- Rescheduling of the service.
- Alternative itinerary.
- Travel credit.
- Partial refund.
- Refund according to the non-refundable costs already committed.
7. Customer Responsibility
The customer is responsible for reviewing all service details before booking, including:
- Date.
- Pick-up time.
- Pick-up location.
- Itinerary.
- Inclusions.
- Exclusions.
- Duration.
- Physical requirements.
- Recommendations.
- Cancellation terms.
The customer must provide accurate contact information and remain reachable before and during the service.
Failure to read the tour description, inclusions, exclusions, recommendations, or cancellation policy does not exempt the customer from these terms.
8. Private Service Conditions
Private tours and private transportation services are reserved exclusively for the customer’s group.
Once confirmed, vehicles, drivers, schedules, suppliers, tickets, and operational resources may be blocked specifically for that reservation.
Because private services prevent us from selling that same time slot to other customers, late cancellations, same-day cancellations, no-shows, and refusal of service are non-refundable.
9. Fraud Prevention and Chargebacks
We reserve the right to collect, store, and preserve evidence related to the booking and service, including but not limited to:
- Booking records.
- Payment records.
- Customer communications.
- GPS location.
- Driver arrival evidence.
- Photos of the assigned vehicle.
- Timestamps.
- Call logs.
- WhatsApp messages.
- Emails.
- Supplier confirmations.
- Proof of service availability.
False claims, chargeback abuse, intentional no-shows, denial of confirmed service details, refusal of a properly assigned service, or attempts to obtain a refund after the service was assigned, reserved, or provided may be treated as fraudulent activity.
If a customer opens a payment dispute or chargeback after receiving the service, refusing the service, arriving late, failing to appear, or cancelling under non-refundable conditions, we reserve the right to submit all available evidence to the payment processor, bank, platform, or relevant authority.
Refunds will not be issued to a different card, account, person, or payment method than the one used for the original booking, unless legally required or approved by our administration.
10. Company-Initiated Cancellations
If we are unable to provide the confirmed service for reasons directly attributable to our company, the customer may be offered one of the following options depending on the situation:
- Rescheduling of the service.
- Alternative service of equal or greater value.
- Travel credit.
- Refund according to the circumstances.
If an alternative service of equal or greater value is accepted by the customer, no additional refund will apply.
11. Acceptance of Terms
By completing a booking, making a payment, submitting a reservation request, or using our services, the customer confirms that they have read, understood, and accepted this Cancellation, Modification & No-Show Policy.
These terms apply to all tours, private transportation services, hourly driver services, custom itineraries, and related services provided by our company.