Cancellation, Modification and Refund Policy
Documents and sections
1. Scope and definitions
This policy governs cancellations, modifications and refunds of services contracted through Cancun100.com, operated by XPECTATIVE TRAVEL S.R.L. DE C.V..
- "Cancun100" / "we": Intermediary agency that sells tours, flights, hotels, packages and experiences operated by third parties.
- "Supplier": Tour operator, airline, hotel chain, theme park or carrier that directly provides the service.
- "Customer": Person who holds the booking and the payment.
- "Service voucher": Digital document with the specific details of each booking, including the applicable policy by type of service.
2. General rule
- Full refund (100%) only when Cancun100 or the Supplier cancels the service for operational or weather reasons, closure by the authorities, maintenance, safety or force majeure.
- If the Customer cancels, the specific penalties and conditions for the type of service apply (sections 3 to 6).
- Cancun100 acts as an intermediary; refunds of services prepaid to Suppliers are limited to the amounts actually recovered, less administrative costs.
3. Tours and activities
Date change at no cost
Possible at no charge if requested at least 24 hours before the start time of the tour, subject to the Supplier's availability.
Table of penalties for cancellation by the Customer
| Notice before the start of the service | Penalty on the total paid |
|---|---|
| 24 hours or more | 20% |
| Between 24 and 12 hours | 50% |
| Between 12 and 2 hours | 75% |
| Less than 2 hours | 100% |
| No-show or arrival outside the tolerance (15 min) | 100% |
Credit in your favour (alternative to a refund)
- The Customer may convert their payment (less the applicable penalties) into credit valid for 12 months from the original date of the service.
- The credit is transferable with the prior written authorisation of Cancun100, and applicable to the same service or to another in the catalogue.
- If the new rate when rescheduling is higher, the difference is paid at the time the credit is applied.
- If the new rate is lower, the credit keeps its original value without generating any difference in your favour.
4. Commercial flights
Application table
| Item | Applicable policy |
|---|---|
| Cancellation requested by the Customer | NON-REFUNDABLE. Only what the airline authorises according to the contracted fare is refunded, less $50 USD in Cancun100 administrative costs. |
| Date change requested by the Customer | Subject to the airline's change fee + fare difference if applicable + $30 USD handling fee by Cancun100. |
| Flight cancellation by the airline | Cancun100 facilitates the refund or rescheduling process with the airline. Cancun100 does not refund from its own funds the amounts not recovered from the airline. |
| Delays, missed connections, overbooking | Direct responsibility of the airline. Cancun100 provides logistical support but does not assume costs. |
Baggage, seats and additional services
- Baggage, seat selection and additional services are governed by the policies of each airline.
- Charges for extra baggage, seat adjustments, meals or changes are the Customer's responsibility and are paid directly to the airline.
Migratory documentation
It is the sole responsibility of the Customer to have a valid passport, the required visas, the FMM (Multiple Migratory Form) and any other migratory documentation. Cancun100 is not responsible for services not enjoyed due to insufficient or expired documentation.
5. Hotel accommodation
Accommodation cancellation policies vary according to the type of rate contracted with each hotel. The specific applicable policy is communicated to the Customer in the booking confirmation and service voucher.
Types of hotel rate
| Type of rate | Cancellation policy |
|---|---|
| Flexible rate | Free cancellation up to a certain date (varies by hotel, generally 7-30 days before check-in). After that a penalty equivalent to the first night or more applies. |
| Non-refundable rate | 100% NON-refundable from the moment of confirmation. Applies to promotional, "early booking", "non-refundable" and similar rates. |
| Promotional rate | Specific penalties indicated on the service voucher at the time of booking. |
| High season and holidays | May require cancellation notice further in advance (up to 60 days). This is stated on confirmation. |
No-show, late arrival and early check-out
- No-show at the hotel: 100% non-refundable. The room is released and charges for the remaining nights may apply.
- Late arrival: the room is held at least until 23:59 on the day of check-in. After that it may be released.
- Early check-out: does NOT generate a refund for unused nights, except for causes attributable to the hotel or to Cancun100.
Damage, fines and charges at the hotel
The Customer is directly responsible to the hotel for damage to the room, fines for exceeding the number of guests, smoking in non-permitted areas, extra consumption not included in the plan, and any additional charge generated during their stay.
6. Holiday packages
Holiday packages combine several services. Each component of the package follows its own cancellation policy according to the previous sections.
Cancellation of the complete package by the Customer
- The penalties of each component apply: hotel (section 5) + flight (section 4) + tours (section 3) + transfers.
- The final refund is the sum of the recoverable individual refunds less administrative costs.
- Cancun100 charges $75 USD in administrative costs for cancellation of a complete package (includes multi-supplier handling).
Partial modification of the package
- If the Customer wishes to modify only one component (e.g. change the date of a tour but keep the hotel and flight), only the policy of the affected component applies.
- If the change involves restructuring the entire package, it may generate a new rate subject to availability and the prices in force at the time of the change.
7. Cancellation by Cancun100 or the Supplier
If Cancun100 or the Supplier cancels the service (for operational or weather reasons, closure by an authority such as the Port Captaincy, maintenance, safety or force majeure), the Customer may choose between:
- Full refund (100%) of the amount paid, to the same payment method.
- Rescheduling at no cost, subject to availability.
- 100% credit in your favour valid for 12 months.
For services prepaid to Suppliers whose cost we do not recover (e.g. flights confirmed with an airline), the refund is handled according to the policies of each Supplier; Cancun100 facilitates the process without assuming non-recoverable charges.
8. Partially used services
Once the provision of the service has begun (hotel check-in, boarding the flight, entering the theme park, departure of the tour, receiving the transfer, etc.), NO refund applies for days, nights, tours or services not used afterwards, except for causes attributable to Cancun100 or the Supplier.
This includes, but is not limited to:
- Voluntarily leaving the hotel before the original check-out date.
- The Customer's decision not to attend tours already paid for as part of the package.
- Missing a return flight for reasons attributable to the Customer (not arriving at the airport on time).
- Voluntary changes to the itinerary once the trip has begun.
9. Payment disputes and chargebacks
If the Customer initiates a chargeback or payment dispute with their issuing bank or payment processor without having first exhausted the cancellation procedure established in this policy:
- Cancun100 will submit to the bank the complete contractual documentation: service voucher signed or digitally accepted, communication prior to the service, evidence of effective provision (hotel check-in, flight boarding, tour photographs, Supplier records, etc.).
- Chargebacks declared unfounded generate administrative costs of $50 USD per case, which will be claimed from the Customer.
- Cancun100 reserves the right to include the Customer in internal fraud prevention lists and not to process future bookings from the same person or related persons.
- In cases of fraudulent chargebacks, Cancun100 reserves the right to take civil and/or criminal legal action in accordance with the applicable legislation.
We strongly recommend that the Customer contact us first with any dissatisfaction. We resolve 95% of cases without needing to involve the bank.
10. Substitution of supplier
Cancun100 reserves the right to replace the original Supplier with an equivalent one in category and service, without this generating a right to a refund or a penalty for Cancun100, when there are justified operational reasons, such as:
- Temporary or permanent closure of the original Supplier.
- Lack of availability with the original Supplier for the requested date.
- Operational problems of the Supplier (maintenance, technical failure, etc.).
- Decisions of health, environmental or safety authorities.
The substitute service will be of equal or higher category. If for any reason it can only be replaced by one of a lower category, Cancun100 will offer compensation or a partial refund.
11. Procedure to cancel, modify or request credit
- Send the request by email to info@cancun100.com or by official WhatsApp to +52 998 763 7653 stating: booking number, name of the holder, date of the service and reason.
- Cancun100 will confirm within 24 to 48 business hours the applicable penalty, the amount to be refunded and, where applicable, the available credit and its validity.
- For rescheduling, Cancun100 will propose the Supplier's available dates.
- Every request is assessed on Cancun local time (America/Cancun, GMT-5).
Requests received outside office hours (Monday to Sunday from 07:00 to 20:00) will be processed from the next business period.
12. Refund timing and method
- Approved refunds are processed to the same payment method originally used by the Customer.
- Estimated time for the credit: 5 to 15 business days from approval, depending on the issuing bank or payment gateway.
- For international refunds this may extend to 20 business days.
- Bank, gateway and/or currency exchange fees arising from a cancellation by the Customer are NOT refundable, except when the cancellation is originated by Cancun100 or the Supplier (in which case the refund is 100% of the amount paid).
- The administrative costs described in this policy ($30 / $50 / $75 USD as the case may be) are deducted from the amount to be refunded.
13. Currency, exchange rates and receipts
- Prices are quoted in Mexican Pesos (MXN) or US Dollars (USD) depending on the customer and the service.
- The final charge and any exchange rate differences depend on the Customer's issuing bank or gateway. Cancun100 is not responsible for those differences.
- Refunds are processed in the same currency as the original charge.
- The Customer must keep the payment receipt and the booking confirmation for any cancellation or refund procedure.
- Cancun100 issues a tax invoice in the name of XPECTATIVE TRAVEL S.R.L. DE C.V. (RFC: XTR2306232CA) on the Customer's request.
14. Mandatory prior mediation
Before going to PROFECO, the issuing bank, the payment platform or the courts to file any claim, the Customer undertakes to submit a prior written claim to Cancun100 at info@cancun100.com, allowing 10 business days for Cancun100 to respond and propose a solution.
This prior mediation does not affect the Customer's legal rights, but allows most concerns to be resolved directly, quickly and without administrative costs for either party.
15. Contact
For matters related to cancellations, modifications or refunds:
- Cancellation service: info@cancun100.com
- Phone / WhatsApp: +52 998 763 7653
- Office: +52 998 361 1590
- Hours: Monday to Sunday from 07:00 to 20:00 (Cancun time)
- Address: Calle Tejón 14, Planta Baja, Cancún, Quintana Roo, C.P. 77500, Mexico
16. Frequently asked questions
Can I change the date of my tour at no cost?
Yes, if you request it at least 24 hours in advance and the Supplier has availability. This applies only to tours; flights and hotels have different policies.
When do I receive a 100% refund?
Only when Cancun100 or the Supplier cancels the service. In those cases you can choose between a full refund, rescheduling or credit for 12 months.
What happens if it rains or the port is closed?
If the authorities close operations (Port Captaincy, airport, etc.) or the Supplier cancels for safety reasons, you can reschedule, receive credit or request a full refund.
Is my flight refundable if I cancel?
In the vast majority of cases NO. Tourist fares are non-refundable. If the airline cancels the flight, they handle the refund directly; Cancun100 facilitates the process.
What if I bought a "non-refundable" hotel rate?
Non-refundable rates are 100% non-refundable from confirmation. Flexible rates have a free cancellation window that is stated on your voucher.
Does the credit expire?
Yes, after 12 months from the original date of the service. It is transferable with the prior written authorisation of Cancun100.
Can I dispute the charge with my bank?
We strongly recommend that you contact us first. Unfounded disputes (chargebacks) generate administrative charges of $50 USD and may lead to legal action. We resolve 95% of cases directly without needing to involve the bank.
Does Cancun100 charge administrative costs?
Yes, in some cases: $30 USD for a flight change, $50 USD for a flight or hotel cancellation, $75 USD for cancellation of a complete package. These costs are deducted from the amount to be refunded.
Do you recommend any cancellation insurance?
For complete packages we do suggest it. Cancun100 can guide you on options from external insurers, but we do not sell insurance directly.
17. Digital acceptance of the voucher and electronic signature
On receiving the preliminary booking voucher by email (or any service confirmation communication), the Customer expresses their unequivocal will to contract through any of the following actions, each of which constitutes full and binding acceptance:
- Making the payment, in full or in part, for the service through the authorised gateways (Stripe, PayPal, MercadoPago or other).
- Affirmative reply by email with the phrase "I ACCEPT THE BOOKING" or equivalent, addressed to Cancun100.
- Confirmation via official WhatsApp with the phrase "I ACCEPT" or another express statement of agreement, from the number provided at the time of booking.
- Ticking the acceptance checkbox and activating the payment button on Cancun100's digital acceptance portal, when that mechanism is enabled.
Applicable legal framework
This sequence of acts constitutes an electronic signature under articles 89, 89 bis, 90, 90 bis and 91 of the Commercial Code of the United Mexican States, binding the Customer to the full content of the accepted voucher, the Terms and Conditions, the Privacy Policy and this Cancellation Policy, all in the version in force at the time of acceptance.
Cancun100 keeps a permanent electronic record of each acceptance, including: unique identifier of the voucher, IP address of the Customer, timestamp in the UTC time zone, user agent of the browser or application used, payment gateway record, full copy of the affirmative communication, and the version of the documents in force at the time. That record constitutes sufficient evidence under article 210-A of the Federal Code of Civil Procedure and article 1205 of the Commercial Code.
Express waiver of the right of withdrawal
The Customer acknowledges and expressly accepts that the services contracted are of a tourist nature with specific dates and suppliers. Under article 56, section IV of the Federal Consumer Protection Law, the five-day right of rescission does NOT apply to tourist services confirmed for a specific date, accommodation, transport and entertainment services, or services whose provision begins before the five-day period expires.
Consequently, once the digital acceptance has been issued or the payment made, the Customer may NOT allege or claim a refund on the following grounds:
- Ignorance of the Terms and Conditions, Privacy Policy or Cancellation Policy accepted.
- Lack of information about the contracted service, its itinerary, exclusions or conditions, when that information appears on the voucher, on the website or in the prior communication.
- Regret, change of mind or change of personal plans, except under the specific terms and penalties set out in this policy.
- Not having read the voucher or the legal documents in full before accepting.
- Subjective dissatisfaction with the description of the service when there is no documentable breach by Cancun100 or the Supplier.
Agreement with the description of the service
The Customer declares that they have read in full the description of the service, its itinerary, accommodation conditions, flights, transfers and tours included, as well as the exclusions published on the corresponding page of the site cancun100.com or communicated by their advisor before confirming the purchase.
Cancun100 does NOT accept cancellations, refunds or claims based on allegations such as "it was not what I expected", "I did not like the description", "it did not include X which I thought it did", "I did not like the hotel" or other expressions of mere subjective dissatisfaction not supported by a documentable breach of the service described.
Equivalence with a handwritten signature
The digital acceptance described in this section has the same legal effects as a handwritten signature for all contractual and evidentiary purposes, in accordance with the Mexican legislation in force and the applicable international treaties (UNCITRAL, the Vienna Convention on the International Sale of Goods where applicable).
Cancun100 may present the electronic acceptance record as evidence before:
- The Federal Consumer Protection Agency (PROFECO) in the event of an administrative complaint.
- Issuing banks and payment processors (Stripe, PayPal, MercadoPago) in the event of a dispute or chargeback.
- The competent courts in the event of civil or commercial litigation.
- The criminal authorities in the event of documented fraud.
Operated by
XPECTATIVE TRAVEL S.R.L. DE C.V.