Bad Weather
If there’s an official statement due to bad weather, enjoy your tour another day, or if you prefer, your money back (100% refund). In these cases, our team will reach you by the contact point we have registered (phone, email, SMS) to notify you and ask about your decision.
Cancellation time frames
Refund 100% canceling 24 hours in advance.
Canceling less than 24 hours in advance or not taking the tour, will be marked as a “No Show” and a non-refund will be done.
Reschedule Policy
Reschedule has no cost, as far as the request is made 24 hours before your activity. After this time cancellation policies would apply.
Reschedule requests from 24-12 hours in advance, will have a 50% penalty (subject to availability)
Non reschedule will proceed less than 12 hours in advance.
Cancellation for combos and packages
After redeeming the first activity, no refund will proceed. Rescheduling the second activity is possible and with no extra cost, requesting 24 hours in advance.
No show
Not taking the tour or not showing up at the meeting point on time will be considered a cancelation with a 100% penalty.
When using our transportation service, pick-up times must be met on point. In the case of not showing up during this window of time, the van will drive away and it will be considered a “NO SHOW”. A notification paper will be left in your hotel’s lobby and a picture will be sent to your email as evidence.
You can reach our location by yourself before the boat’s departure time, and a drop-off hotel service will be available if needed.
Refund times and sequence
Refunds must be asked by email to hola@cancuncenotestours.com. The refund will be processed and completed in 1-10 days according to your payment method.