Request for Cancellation of Service and Refund

Please fill in the request for cancellation form


  • Cancellations made up to 48 hours before the service = 100% refund
  • Cancellations made between 36 and 47 hours before the service = 80% refund
  • Cancellations made between 24 and 35 hours before the service = 50% refund
  • Cancellations made up to 23 hours before your service = No refund applies
  • If the client simply does not show up for the tour (no show) = No refund applies
  • IMPORTANT: Cancellations made for private tours only apply for a refund of 75%, if it is made up 48 hours before the service
  • Cancellations made on a reservation paid via Paypal may only apply for a refund of 80%
  • Combo tours do not apply partial refunds. If you perform one of the tours that make up the combo, cancellation and / or partial refund will not be possible
  • Schedule and / or date changes for "Hotel-Airport" transportation reservations are allowed only 24 hours (or more) before service
  • These policies do not apply in cases of hurricane, tropical storms, epidemic, pandemic or any other natural phenomenon; for these cases, only the change of tour date policy will apply
  • if the service (tour, transfer or other) has been reserved with a promotional code or special discount applied, the 100% refund is not applicable, even if it has been canceled within the stipulated times. In these cases, the maximum percentage of reimbursement will be 80%
  • The special discounts and / or promotion codes will be applicable only during the dates established for the discount. Said discounts will not be retroactive in reservations made in periods prior to the promotion and / or in which the client omits to enter the promotion code in the corresponding field at the time of reservation.
  • For cancellations made in order to receive a published discount after the original purchase, a penalty of 20% will be applied
  • IMPORTANT: These cancellation policies do not apply to tickets or any activity of Joyá Cirque du Soleil or Cozumel Cielo. For services related to these companies, no refund applies.
  • For purchases made with only a partial deposit, the deposit is non-refundable in case of cancellation.

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