Cancellation, modification and refund policy
1. Scope and definitions
This policy regulates cancellations, modifications and refunds of services contracted through Cancun100.com, operated by XPECTATIVE TRAVEL SRL DE CV.
- "Cancun100" / "we": Intermediary agency that markets 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 holding the reservation and the payment.
- "Service voucher": Digital document with the specific details of each reservation, including the applicable policy by service type.
2. General rule
- Full refund (100%) only when Cancun100 or the Supplier cancels the service for operational, weather, authority closure, maintenance, safety or force majeure reasons.
- If the Customer cancels, specific penalties and conditions apply by service type (sections 3 to 6).
- Cancun100 acts as an intermediary; refunds for services prepaid to Suppliers are limited to amounts effectively recovered, less administrative fees.
3. Tours and activities
Free date change
Available at no charge if requested at least 24 hours prior to the start of the tour, subject to Supplier availability.
Cancellation penalty table (Customer-initiated)
| Notice before service start | Penalty on amount 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 tolerance (15 min) | 100% |
Travel credit (alternative to refund)
- The Customer may convert their payment (less applicable penalties) into travel credit valid for 12 months from the original service date.
- Credit is transferable with prior written authorization from Cancun100, applicable to the same service or any other in our catalog.
- If the new rate at rebooking is higher, the difference is paid at the time of redemption.
- If the new rate is lower, the credit retains its original value with no additional refund.
4. Commercial flights
Application table
| Concept | Applicable policy |
|---|---|
| Customer-initiated cancellation | NON-REFUNDABLE. Only what the airline authorizes per the contracted fare is refunded, less $50 USD in Cancun100 administrative fees. |
| Customer-initiated date change | Subject to airline change fee + fare difference if applicable + $30 USD Cancun100 management fee. |
| Airline-initiated cancellation | Cancun100 facilitates refund or rebooking with the airline. Cancun100 does not refund from its own assets 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 add-ons
- Baggage, seat selection and add-on services are governed by each airline's policies.
- Extra baggage fees, seat changes, meals or modifications are the Customer's responsibility and are paid directly to the airline.
Immigration documentation
It is the Customer's exclusive responsibility to have a valid passport, required visas, FMM (Mexican Tourist Form) and other immigration documentation. Cancun100 is not responsible for unused services due to insufficient or expired documentation.
5. Hotel accommodation
Hotel cancellation policies vary by the type of rate contracted with each hotel. The specific applicable policy is communicated to the Customer in the booking confirmation and service voucher.
Hotel rate types
| Rate type | Cancellation policy |
|---|---|
| Flexible rate | Free cancellation up to a certain date (varies by hotel, typically 7-30 days before check-in). After that, a penalty equivalent to one or more nights 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 in the service voucher at the time of booking. |
| High season and holidays | May require longer cancellation notice (up to 60 days). Communicated upon confirmation. |
No-show, late arrival and early check-out
- Hotel no-show: 100% non-refundable. The room is released and charges for remaining nights may apply.
- Late arrival: the room is held at least until 23:59 on the check-in day. 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 Cancun100.
Damages, fines and hotel charges
The Customer is directly responsible to the hotel for room damage, fines for excess occupancy, smoking in non-smoking areas, extra consumption not included in the plan, and any additional charges generated during their stay.
6. Vacation packages
Vacation packages combine multiple services. Each component of the package follows its own cancellation policy per the previous sections.
Customer-initiated full package cancellation
- The penalties of each component apply: hotel (section 5) + flight (section 4) + tours (section 3) + transfers.
- The final refund is the sum of recoverable individual refunds less administrative fees.
- Cancun100 charges $75 USD in administrative fees for full package cancellation (covers multi-supplier coordination).
Partial package modification
- If the Customer wishes to modify only one component (e.g. change a tour date but keep hotel and flight), only the policy of the affected component applies.
- If the change implies restructuring the entire package, a new rate may apply subject to availability and prices in effect at the time of change.
7. Cancellation by Cancun100 or Supplier
If Cancun100 or the Supplier cancels the service (for operational, weather, authority closure such as Port Authority, maintenance, safety or force majeure reasons), the Customer may choose between:
- Full refund (100%) of the amount paid, in the same payment method.
- Free rebooking, subject to availability.
- 100% travel credit valid for 12 months.
For services prepaid to Suppliers whose cost we do not recover (e.g. confirmed flights with airlines), the refund is processed per each Supplier's policies; Cancun100 facilitates the process without assuming non-recoverable charges.
8. Partially consumed services
Once service provision has begun (hotel check-in, flight boarding, theme park entry, tour departure, transfer pickup, etc.), NO refund applies for unused days, nights, tours or services thereafter, except for causes attributable to Cancun100 or the Supplier.
This includes, without limitation:
- Voluntary check-out before the original date.
- Customer's decision not to attend tours already paid as part of the package.
- Missing a return flight due to causes attributable to the Customer (failure to arrive at the airport on time).
- Voluntary itinerary changes after 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 first exhausting the cancellation procedure established in this policy:
- Cancun100 will present to the bank the complete contractual documentation: signed or digitally accepted service voucher, prior communication before the service, evidence of effective service delivery (hotel check-in, flight boarding, tour photos, Supplier records, etc.).
- Chargebacks declared unwarranted generate administrative fees 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 to refuse processing future reservations from said Customer or related individuals.
- For fraudulent chargebacks, Cancun100 reserves the right to initiate civil and/or criminal legal action as applicable under the law.
We strongly recommend the Customer contact us first with any concern. We resolve 95% of cases without involving the bank.
10. Supplier substitution
Cancun100 reserves the right to replace the original Supplier with an equivalent one of equal or better category and service, without generating right to refund or penalty for Cancun100, when justified operational causes exist, such as:
- Temporary or permanent closure of the original Supplier.
- Lack of availability with the original Supplier on the requested date.
- Operational issues at the Supplier (maintenance, technical failure, etc.).
- Decisions by health, environmental or safety authorities.
The substitute service will be of equal or higher category. If for any reason it can only be substituted by a lower category, Cancun100 will offer compensation or partial refund.
11. Cancellation, modification or credit request procedure
- Send your request by email to info@cancun100.com or by official WhatsApp at +52 998 763 7653 indicating: reservation number, holder's name, service date and reason.
- Cancun100 will confirm within 24 to 48 business hours the applicable penalty, refund amount and, where applicable, the available credit with its validity.
- For rebooking, Cancun100 will propose available dates from the Supplier.
- All requests are evaluated based on Cancun local time (America/Cancun, GMT-5).
Requests received outside office hours (Monday to Sunday from 7:00 to 20:00) will be processed starting the next business hour.
12. Refund timeframes and method
- Approved refunds are processed via the same payment method originally used by the Customer.
- Estimated processing time: 5 to 15 business days from approval, depending on the issuing bank or payment gateway.
- International refunds may extend up to 20 business days.
- Bank fees, gateway fees, and/or currency exchange fees originated by the Customer's cancellation are NOT refundable, except when the cancellation is initiated by Cancun100 or the Supplier (in which case the refund is 100% of the amount paid).
- Administrative fees described in this policy ($30 / $50 / $75 USD as applicable) are deducted from the refund amount.
13. Currency, exchange rates and receipts
- Prices are quoted in Mexican Pesos (MXN) or US Dollars (USD) depending on the customer and service.
- Final charge and exchange rate differences depend on the Customer's issuing bank or payment 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 booking confirmation for any cancellation or refund procedure.
- Cancun100 issues tax invoices in the name of XPECTATIVE TRAVEL SRL DE CV (Mexican Tax ID: XTR2306232CA) upon Customer request.
14. Mandatory prior mediation
Before resorting to PROFECO (Mexican consumer protection agency), issuing bank, payment platform or courts to file any claim, the Customer agrees to first present a written claim to Cancun100 at info@cancun100.com, granting 10 business days for Cancun100 to respond and propose a solution.
This prior mediation does not affect the Customer's legal rights, but allows resolving most concerns directly, quickly and without administrative costs to either party.
15. Contact
For matters related to cancellations, modifications or refunds:
- Cancellation department: info@cancun100.com
- Phone / WhatsApp: +52 998 763 7653
- Office: +52 998 361 1590
- Hours: Monday to Sunday from 7:00 to 20:00 (Cancun local time)
- Address: Calle Tejón 14, Ground Floor, Cancun, Quintana Roo, ZIP 77500, Mexico
16. Frequently asked questions
Can I change my tour date for free?
Yes, if requested at least 24 hours in advance and the Supplier has availability. Applies only to tours; flights and hotels have different policies.
When do I get a 100% refund?
Only when Cancun100 or the Supplier cancels the service. In those cases you can choose between full refund, rebooking, or 12-month credit.
What if it rains or the port is closed?
If the authority closes operations (Port Authority, airport, etc.) or the Supplier cancels for safety, you can rebook, 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 indicated in your voucher.
Does the credit expire?
Yes, in 12 months from the original service date. It is transferable with prior written authorization from Cancun100.
Can I dispute the charge with my bank?
We strongly recommend you contact us first. Unwarranted disputes (chargebacks) generate $50 USD in administrative fees and may lead to legal action. We resolve 95% of cases directly without involving the bank.
Does Cancun100 charge administrative fees?
Yes, in some cases: $30 USD for flight changes, $50 USD for flight or hotel cancellation, $75 USD for full package cancellation. These fees are deducted from the refund amount.
Do you recommend cancellation insurance?
For full packages, yes. Cancun100 can guide you on options from external insurers, but we do not sell insurance directly.
17. Digital coupon acceptance and electronic signature
Upon 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:
- Payment, total or partial, of the service through authorized gateways (Stripe, PayPal, MercadoPago or others).
- Affirmative email reply with the phrase "I ACCEPT THE BOOKING" or equivalent, addressed to Cancun100.
- Confirmation via official WhatsApp with the phrase "I ACCEPT" or any other express manifestation of agreement, from the number provided at the time of booking.
- Marking the acceptance checkbox and activating the payment button on the Cancun100 digital acceptance portal, when such mechanism is enabled.
Applicable legal framework
This sequence of acts constitutes electronic signature pursuant to articles 89, 89 bis, 90, 90 bis and 91 of the Mexican Code of Commerce, binding the Customer with the full content of the accepted voucher, the Terms and Conditions, Privacy Policy and this Cancellation Policy, all in their version in force at the time of acceptance.
Cancun100 keeps a permanent electronic record of each acceptance, including: unique voucher identifier, Customer's IP address, timestamp in UTC time zone, browser or application user agent, payment gateway record, full copy of the affirmative communication, and version of the documents in force at the time. Such record constitutes sufficient evidence pursuant to article 210-A of the Mexican Federal Code of Civil Procedures and article 1205 of the Code of Commerce.
Express waiver of withdrawal right
The Customer acknowledges and expressly accepts that the contracted services are of a tourism nature with specific dates and providers. Pursuant to article 56, section IV of the Mexican Federal Consumer Protection Law, the five-day rescission right does NOT apply to confirmed tourist services with specific dates, accommodation services, transportation and entertainment, nor to services whose provision begins before the expiration of the five-day period.
Consequently, once digital acceptance has been issued or payment made, the Customer may NOT allege nor claim refund based on the following grounds:
- Lack of knowledge of the Terms and Conditions, Privacy Policy or Cancellation Policy accepted.
- Lack of information about the contracted service, its itinerary, exclusions or conditions, when such information appears in the voucher, on the website or in prior communication.
- Regret, change of mind or modification of personal plans, except under the specific terms and penalties established in this policy.
- Not having fully read the voucher or legal documents before accepting.
- Subjective dissatisfaction with the service description when there is no documentable breach by Cancun100 or the Provider.
Conformity with service description
The Customer declares having fully read 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 cancun100.com website or communicated by their advisor before confirming the purchase.
Cancun100 does NOT accept cancellations, refunds or claims based on allegations such as "it wasn't what I expected", "I didn't like the description", "it didn't include X that I thought", "I didn't like the hotel" or other manifestations of mere subjective dissatisfaction not supported by documentable breach of the described service.
Equivalence with 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 current Mexican legislation and applicable international treaties (UNCITRAL, Vienna Convention on the International Sale of Goods when applicable).
Cancun100 may present the electronic record of acceptance as evidence before:
- Federal Consumer Protection Agency (PROFECO) in case of administrative complaint.
- Issuing banks and payment processors (Stripe, PayPal, MercadoPago) in case of dispute or chargeback.
- Competent courts in case of civil or commercial litigation.
- Criminal authorities in case of documented fraud.
Operated by
XPECTATIVE TRAVEL SRL DE CV