{"id":27260961,"date":"2021-11-22T12:15:56","date_gmt":"2021-11-22T17:15:56","guid":{"rendered":"https:\/\/cancun100.com\/?page_id=27260961"},"modified":"2026-05-02T14:44:43","modified_gmt":"2026-05-02T19:44:43","slug":"cancellation-policy","status":"publish","type":"page","link":"https:\/\/cancun100.com\/en\/cancellation-policy\/","title":{"rendered":"Cancellation and Refund Policy | Cancun100"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"27260961\" class=\"elementor elementor-27260961 elementor-11506\">\n\t\t\t\t<div class=\"wd-negative-gap elementor-element elementor-element-ef623cb e-flex e-con-boxed e-con e-parent\" data-id=\"ef623cb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bea12b0 elementor-widget elementor-widget-html\" data-id=\"bea12b0\" data-element_type=\"widget\" data-e-type=\"widget\" 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.c100-legal-svc{padding:20px}\n}\n@media(max-width:640px){\n  .c100-legal .wrap{padding:0 18px}\n  .c100-legal-hero{padding:32px 0 24px}\n  .c100-legal-entity{padding:22px}\n  .c100-legal-entity-name{font-size:17px}\n  .c100-legal-table{display:block;overflow-x:auto}\n}\n<\/style>\n\n<link rel=\"preconnect\" href=\"https:\/\/fonts.googleapis.com\">\n<link rel=\"preconnect\" href=\"https:\/\/fonts.gstatic.com\" crossorigin>\n<link href=\"https:\/\/fonts.googleapis.com\/css2?family=Bricolage+Grotesque:opsz,wght@12..96,400..800&family=Plus+Jakarta+Sans:wght@400;500;600;700&display=swap\" rel=\"stylesheet\">\n\n<article class=\"c100-legal\">\n\n<header class=\"c100-legal-hero\">\n  <div class=\"wrap\">\n    <nav class=\"c100-legal-breadcrumb\" aria-label=\"Breadcrumb\">\n      <a href=\"https:\/\/cancun100.com\/en\/\">Home<\/a>\n      <span class=\"sep\">\u203a<\/span>\n      <span>Cancellation Policy<\/span>\n    <\/nav>\n    <h1>Cancellation, modification and <em>refund<\/em> policy<\/h1>\n    <div class=\"c100-legal-meta\">\n      <span><strong>Last updated:<\/strong> May 2, 2026<\/span>\n      <span><strong>Time zone:<\/strong> America\/Cancun (GMT-5)<\/span>\n    <\/div>\n  <\/div>\n<\/header>\n\n<div class=\"wrap\">\n<div class=\"c100-legal-body\">\n\n  <aside class=\"c100-legal-toc\" aria-label=\"Table of contents\">\n    <p class=\"c100-legal-toc-title\">Contents<\/p>\n    <ol>\n      <li><a href=\"#scope\">Scope and definitions<\/a><\/li>\n      <li><a href=\"#general\">General rule<\/a><\/li>\n      <li><a href=\"#tours\">Tours and activities<\/a><\/li>\n      <li><a href=\"#flights\">Commercial flights<\/a><\/li>\n      <li><a href=\"#hotels\">Hotel accommodation<\/a><\/li>\n      <li><a href=\"#packages\">Vacation packages<\/a><\/li>\n      <li><a href=\"#we-cancel\">Cancellation by Cancun100<\/a><\/li>\n      <li><a href=\"#partial\">Partially consumed services<\/a><\/li>\n      <li><a href=\"#chargeback\">Payment disputes &amp; chargebacks<\/a><\/li>\n      <li><a href=\"#substitution\">Supplier substitution<\/a><\/li>\n      <li><a href=\"#procedure\">Cancellation procedure<\/a><\/li>\n      <li><a href=\"#refunds\">Refund timeframes<\/a><\/li>\n      <li><a href=\"#currency\">Currency &amp; exchange rate<\/a><\/li>\n      <li><a href=\"#mediation\">Mandatory mediation<\/a><\/li>\n      <li><a href=\"#contact\">Contact<\/a><\/li>\n      <li><a href=\"#faq\">FAQ<\/a><\/li>\n      <li><a href=\"#digital-acceptance\">Digital acceptance &amp; signature<\/a><\/li>\n    <\/ol>\n  <\/aside>\n\n  <main class=\"c100-legal-content\">\n\n    <section id=\"scope\">\n      <h2><span class=\"num\">1.<\/span> Scope and definitions<\/h2>\n      <p>This policy regulates cancellations, modifications and refunds of services contracted through <a href=\"https:\/\/cancun100.com\/\">Cancun100.com<\/a>, operated by <strong>XPECTATIVE TRAVEL SRL DE CV<\/strong>.<\/p>\n      <ul>\n        <li><strong>\"Cancun100\" \/ \"we\":<\/strong> Intermediary agency that markets tours, flights, hotels, packages and experiences operated by third parties.<\/li>\n        <li><strong>\"Supplier\":<\/strong> Tour operator, airline, hotel chain, theme park or carrier that directly provides the service.<\/li>\n        <li><strong>\"Customer\":<\/strong> Person holding the reservation and the payment.<\/li>\n        <li><strong>\"Service voucher\":<\/strong> Digital document with the specific details of each reservation, including the applicable policy by service type.<\/li>\n      <\/ul>\n      <div class=\"c100-legal-note\">\n        <strong>What you should know first:<\/strong> Cancun100 applies <strong>different policies depending on the service type<\/strong> contracted. Tours have their own policy, flights another, hotels another. Read the section that applies to your reservation.\n      <\/div>\n    <\/section>\n\n    <section id=\"general\">\n      <h2><span class=\"num\">2.<\/span> General rule<\/h2>\n      <ul>\n        <li><strong>Full refund (100%)<\/strong> only when Cancun100 or the Supplier cancels the service for operational, weather, authority closure, maintenance, safety or force majeure reasons.<\/li>\n        <li>If the <strong>Customer cancels<\/strong>, specific penalties and conditions apply by service type (sections 3 to 6).<\/li>\n        <li>Cancun100 acts as an intermediary; refunds for services prepaid to Suppliers are limited to amounts effectively recovered, less administrative fees.<\/li>\n      <\/ul>\n      <div class=\"c100-legal-warning\">\n        <strong>Important:<\/strong> for services where Cancun100 must prepay non-recoverable amounts to the Supplier (confirmed flights, non-refundable hotel rates, theme park admissions), <strong>the refund to the Customer is limited to amounts effectively recovered<\/strong> from the Supplier, less corresponding administrative fees.\n      <\/div>\n    <\/section>\n\n    <section id=\"tours\">\n      <h2><span class=\"num\">3.<\/span> Tours and activities<\/h2>\n\n      <div class=\"c100-legal-svc\">\n        <span class=\"c100-legal-svc-tag\"><span class=\"c100-legal-svc-tag-icon\">\ud83c\udf9f\ufe0f<\/span> Tours, excursions, parks, activities<\/span>\n        <h3>Free date change<\/h3>\n        <p>Available <strong>at no charge<\/strong> if requested at least <strong>24 hours<\/strong> prior to the start of the tour, subject to Supplier availability.<\/p>\n\n        <h3>Cancellation penalty table (Customer-initiated)<\/h3>\n        <table class=\"c100-legal-table\">\n          <thead>\n            <tr>\n              <th>Notice before service start<\/th>\n              <th>Penalty on amount paid<\/th>\n            <\/tr>\n          <\/thead>\n          <tbody>\n            <tr><td>24 hours or more<\/td><td class=\"penalty\">20%<\/td><\/tr>\n            <tr><td>Between 24 and 12 hours<\/td><td class=\"penalty\">50%<\/td><\/tr>\n            <tr><td>Between 12 and 2 hours<\/td><td class=\"penalty penalty-warn\">75%<\/td><\/tr>\n            <tr><td>Less than 2 hours<\/td><td class=\"penalty penalty-warn\">100%<\/td><\/tr>\n            <tr><td><strong>No-show<\/strong> or arrival outside tolerance (15 min)<\/td><td class=\"penalty penalty-warn\">100%<\/td><\/tr>\n          <\/tbody>\n        <\/table>\n\n        <h3>Travel credit (alternative to refund)<\/h3>\n        <ul>\n          <li>The Customer may convert their payment (less applicable penalties) into <strong>travel credit valid for 12 months<\/strong> from the original service date.<\/li>\n          <li>Credit is <strong>transferable<\/strong> with prior written authorization from Cancun100, applicable to the same service or any other in our catalog.<\/li>\n          <li>If the new rate at rebooking is <strong>higher<\/strong>, the difference is paid at the time of redemption.<\/li>\n          <li>If the new rate is <strong>lower<\/strong>, the credit retains its original value with no additional refund.<\/li>\n        <\/ul>\n      <\/div>\n    <\/section>\n\n    <section id=\"flights\">\n      <h2><span class=\"num\">4.<\/span> Commercial flights<\/h2>\n\n      <div class=\"c100-legal-svc svc-flights\">\n        <span class=\"c100-legal-svc-tag\"><span class=\"c100-legal-svc-tag-icon\">\u2708\ufe0f<\/span> Domestic and international flights<\/span>\n\n        <div class=\"c100-legal-danger\">\n          <strong>Important:<\/strong> commercial flights are issued directly by the airline under its own fare conditions. The vast majority of tourist fares are <strong>FULLY NON-REFUNDABLE<\/strong>. The Customer acknowledges that the air transport contract is directly with the airline and is governed by its conditions.\n        <\/div>\n\n        <h3>Application table<\/h3>\n        <table class=\"c100-legal-table\">\n          <thead>\n            <tr>\n              <th>Concept<\/th>\n              <th>Applicable policy<\/th>\n            <\/tr>\n          <\/thead>\n          <tbody>\n            <tr>\n              <td>Customer-initiated cancellation<\/td>\n              <td><strong>NON-REFUNDABLE<\/strong>. Only what the airline authorizes per the contracted fare is refunded, less <strong>$50 USD<\/strong> in Cancun100 administrative fees.<\/td>\n            <\/tr>\n            <tr>\n              <td>Customer-initiated date change<\/td>\n              <td>Subject to airline change fee + fare difference if applicable + <strong>$30 USD<\/strong> Cancun100 management fee.<\/td>\n            <\/tr>\n            <tr>\n              <td>Airline-initiated cancellation<\/td>\n              <td>Cancun100 facilitates refund or rebooking with the airline. <strong>Cancun100 does not refund from its own assets<\/strong> amounts not recovered from the airline.<\/td>\n            <\/tr>\n            <tr>\n              <td>Delays, missed connections, overbooking<\/td>\n              <td>Direct responsibility of the airline. Cancun100 provides logistical support but does not assume costs.<\/td>\n            <\/tr>\n          <\/tbody>\n        <\/table>\n\n        <h3>Baggage, seats and add-ons<\/h3>\n        <ul>\n          <li>Baggage, seat selection and add-on services are governed by each airline's policies.<\/li>\n          <li>Extra baggage fees, seat changes, meals or modifications are the Customer's responsibility and are paid directly to the airline.<\/li>\n        <\/ul>\n\n        <h3>Immigration documentation<\/h3>\n        <p>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.<\/p>\n      <\/div>\n    <\/section>\n\n    <section id=\"hotels\">\n      <h2><span class=\"num\">5.<\/span> Hotel accommodation<\/h2>\n\n      <div class=\"c100-legal-svc svc-hotels\">\n        <span class=\"c100-legal-svc-tag\"><span class=\"c100-legal-svc-tag-icon\">\ud83c\udfe8<\/span> Hotels, resorts and all-inclusive<\/span>\n\n        <p>Hotel cancellation policies vary by the type of rate contracted with each hotel. The specific applicable policy is communicated to the Customer in the <strong>booking confirmation and service voucher<\/strong>.<\/p>\n\n        <h3>Hotel rate types<\/h3>\n        <table class=\"c100-legal-table\">\n          <thead>\n            <tr>\n              <th>Rate type<\/th>\n              <th>Cancellation policy<\/th>\n            <\/tr>\n          <\/thead>\n          <tbody>\n            <tr>\n              <td><strong>Flexible rate<\/strong><\/td>\n              <td class=\"penalty-ok\">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.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>Non-refundable rate<\/strong><\/td>\n              <td class=\"penalty-warn\"><strong>100% NON-REFUNDABLE<\/strong> from the moment of confirmation. Applies to promotional, \"early booking\", \"non-refundable\" and similar rates.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>Promotional rate<\/strong><\/td>\n              <td>Specific penalties indicated in the service voucher at the time of booking.<\/td>\n            <\/tr>\n            <tr>\n              <td><strong>High season and holidays<\/strong><\/td>\n              <td>May require longer cancellation notice (up to 60 days). Communicated upon confirmation.<\/td>\n            <\/tr>\n          <\/tbody>\n        <\/table>\n\n        <div class=\"c100-legal-warning\">\n          <strong>Important:<\/strong> Cancun100 <strong>does not assume the cost<\/strong> of hotel penalties when cancellation is Customer-initiated. The refund is limited to amounts effectively recovered from the hotel, less Cancun100 administrative fees (<strong>$50 USD<\/strong> per affected reservation).\n        <\/div>\n\n        <h3>No-show, late arrival and early check-out<\/h3>\n        <ul>\n          <li><strong>Hotel no-show<\/strong>: 100% non-refundable. The room is released and charges for remaining nights may apply.<\/li>\n          <li><strong>Late arrival<\/strong>: the room is held at least until 23:59 on the check-in day. After that it may be released.<\/li>\n          <li><strong>Early check-out<\/strong>: does NOT generate a refund for unused nights, except for causes attributable to the hotel or Cancun100.<\/li>\n        <\/ul>\n\n        <h3>Damages, fines and hotel charges<\/h3>\n        <p>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.<\/p>\n      <\/div>\n    <\/section>\n\n    <section id=\"packages\">\n      <h2><span class=\"num\">6.<\/span> Vacation packages<\/h2>\n\n      <div class=\"c100-legal-svc svc-packages\">\n        <span class=\"c100-legal-svc-tag\"><span class=\"c100-legal-svc-tag-icon\">\ud83d\udce6<\/span> Combination: hotel + flight + tours + transfers<\/span>\n\n        <p>Vacation packages combine multiple services. <strong>Each component of the package follows its own cancellation policy<\/strong> per the previous sections.<\/p>\n\n        <h3>Customer-initiated full package cancellation<\/h3>\n        <ul>\n          <li>The penalties of each component apply: hotel (section 5) + flight (section 4) + tours (section 3) + transfers.<\/li>\n          <li>The final refund is the sum of recoverable individual refunds less administrative fees.<\/li>\n          <li>Cancun100 charges <strong>$75 USD<\/strong> in administrative fees for full package cancellation (covers multi-supplier coordination).<\/li>\n        <\/ul>\n\n        <h3>Partial package modification<\/h3>\n        <ul>\n          <li>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.<\/li>\n          <li>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.<\/li>\n        <\/ul>\n\n        <div class=\"c100-legal-note\">\n          <strong>Recommendation:<\/strong> since packages include flights and hotels with strict policies, we recommend Customers consider <strong>third-party travel cancellation insurance<\/strong> before the trip. Cancun100 can provide guidance on options but does not directly sell insurance.\n        <\/div>\n      <\/div>\n    <\/section>\n\n    <section id=\"we-cancel\">\n      <h2><span class=\"num\">7.<\/span> Cancellation by Cancun100 or Supplier<\/h2>\n      <p>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:<\/p>\n      <ul>\n        <li><strong>Full refund (100%)<\/strong> of the amount paid, in the same payment method.<\/li>\n        <li><strong>Free rebooking<\/strong>, subject to availability.<\/li>\n        <li><strong>100% travel credit<\/strong> valid for 12 months.<\/li>\n      <\/ul>\n      <p>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.<\/p>\n    <\/section>\n\n    <section id=\"partial\">\n      <h2><span class=\"num\">8.<\/span> Partially consumed services<\/h2>\n      <p>Once <strong>service provision has begun<\/strong> (hotel check-in, flight boarding, theme park entry, tour departure, transfer pickup, etc.), <strong>NO refund applies for unused days, nights, tours or services thereafter<\/strong>, except for causes attributable to Cancun100 or the Supplier.<\/p>\n      <p>This includes, without limitation:<\/p>\n      <ul>\n        <li>Voluntary check-out before the original date.<\/li>\n        <li>Customer's decision not to attend tours already paid as part of the package.<\/li>\n        <li>Missing a return flight due to causes attributable to the Customer (failure to arrive at the airport on time).<\/li>\n        <li>Voluntary itinerary changes after the trip has begun.<\/li>\n      <\/ul>\n    <\/section>\n\n    <section id=\"chargeback\">\n      <h2><span class=\"num\">9.<\/span> Payment disputes and chargebacks<\/h2>\n\n      <div class=\"c100-legal-danger\">\n        <strong>Firm policy against unwarranted chargebacks:<\/strong> Cancun100 processes payments through certified platforms (Stripe, PayPal, MercadoPago) and maintains complete documentation of every transaction.\n      <\/div>\n\n      <p>If the Customer initiates a <strong>chargeback or payment dispute<\/strong> with their issuing bank or payment processor without first exhausting the cancellation procedure established in this policy:<\/p>\n      <ul>\n        <li>Cancun100 will present to the bank the <strong>complete contractual documentation<\/strong>: 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.).<\/li>\n        <li>Chargebacks declared <strong>unwarranted<\/strong> generate administrative fees of <strong>$50 USD<\/strong> per case, which will be claimed from the Customer.<\/li>\n        <li>Cancun100 reserves the right to include the Customer in <strong>internal fraud prevention lists<\/strong> and to refuse processing future reservations from said Customer or related individuals.<\/li>\n        <li>For fraudulent chargebacks, Cancun100 reserves the right to initiate <strong>civil and\/or criminal legal action<\/strong> as applicable under the law.<\/li>\n      <\/ul>\n      <p>We strongly recommend the Customer <strong>contact us first<\/strong> with any concern. We resolve 95% of cases without involving the bank.<\/p>\n    <\/section>\n\n    <section id=\"substitution\">\n      <h2><span class=\"num\">10.<\/span> Supplier substitution<\/h2>\n      <p>Cancun100 reserves the right to <strong>replace the original Supplier with an equivalent one of equal or better category and service<\/strong>, without generating right to refund or penalty for Cancun100, when justified operational causes exist, such as:<\/p>\n      <ul>\n        <li>Temporary or permanent closure of the original Supplier.<\/li>\n        <li>Lack of availability with the original Supplier on the requested date.<\/li>\n        <li>Operational issues at the Supplier (maintenance, technical failure, etc.).<\/li>\n        <li>Decisions by health, environmental or safety authorities.<\/li>\n      <\/ul>\n      <p>The substitute service will be of <strong>equal or higher category<\/strong>. If for any reason it can only be substituted by a lower category, Cancun100 will offer compensation or partial refund.<\/p>\n    <\/section>\n\n    <section id=\"procedure\">\n      <h2><span class=\"num\">11.<\/span> Cancellation, modification or credit request procedure<\/h2>\n      <ol>\n        <li>Send your request by <strong>email to info@cancun100.com<\/strong> or by <strong>official WhatsApp at +52 998 763 7653<\/strong> indicating: reservation number, holder's name, service date and reason.<\/li>\n        <li>Cancun100 will confirm within <strong>24 to 48 business hours<\/strong> the applicable penalty, refund amount and, where applicable, the available credit with its validity.<\/li>\n        <li>For rebooking, Cancun100 will propose available dates from the Supplier.<\/li>\n        <li>All requests are evaluated based on <strong>Cancun local time<\/strong> (America\/Cancun, GMT-5).<\/li>\n      <\/ol>\n      <p>Requests received outside office hours (Monday to Sunday from 7:00 to 20:00) will be processed starting the next business hour.<\/p>\n    <\/section>\n\n    <section id=\"refunds\">\n      <h2><span class=\"num\">12.<\/span> Refund timeframes and method<\/h2>\n      <ul>\n        <li>Approved refunds are processed via the <strong>same payment method<\/strong> originally used by the Customer.<\/li>\n        <li>Estimated processing time: <strong>5 to 15 business days<\/strong> from approval, depending on the issuing bank or payment gateway.<\/li>\n        <li>International refunds may extend up to 20 business days.<\/li>\n        <li><strong>Bank fees, gateway fees, and\/or currency exchange fees<\/strong> originated by the Customer's cancellation <strong>are NOT refundable<\/strong>, except when the cancellation is initiated by Cancun100 or the Supplier (in which case the refund is 100% of the amount paid).<\/li>\n        <li>Administrative fees described in this policy ($30 \/ $50 \/ $75 USD as applicable) are deducted from the refund amount.<\/li>\n      <\/ul>\n    <\/section>\n\n    <section id=\"currency\">\n      <h2><span class=\"num\">13.<\/span> Currency, exchange rates and receipts<\/h2>\n      <ul>\n        <li>Prices are quoted in <strong>Mexican Pesos (MXN)<\/strong> or <strong>US Dollars (USD)<\/strong> depending on the customer and service.<\/li>\n        <li>Final charge and exchange rate differences depend on the Customer's issuing bank or payment gateway. Cancun100 is not responsible for those differences.<\/li>\n        <li>Refunds are processed in the <strong>same currency<\/strong> as the original charge.<\/li>\n        <li>The Customer must keep the <strong>payment receipt<\/strong> and <strong>booking confirmation<\/strong> for any cancellation or refund procedure.<\/li>\n        <li>Cancun100 issues tax invoices in the name of XPECTATIVE TRAVEL SRL DE CV (Mexican Tax ID: XTR2306232CA) upon Customer request.<\/li>\n      <\/ul>\n    <\/section>\n\n    <section id=\"mediation\">\n      <h2><span class=\"num\">14.<\/span> Mandatory prior mediation<\/h2>\n      <p>Before resorting to PROFECO (Mexican consumer protection agency), issuing bank, payment platform or courts to file any claim, the Customer <strong>agrees to first present a written claim<\/strong> to Cancun100 at <a href=\"mailto:info@cancun100.com\">info@cancun100.com<\/a>, granting <strong>10 business days<\/strong> for Cancun100 to respond and propose a solution.<\/p>\n      <p>This prior mediation <strong>does not affect the Customer's legal rights<\/strong>, but allows resolving most concerns directly, quickly and without administrative costs to either party.<\/p>\n    <\/section>\n\n    <section id=\"contact\">\n      <h2><span class=\"num\">15.<\/span> Contact<\/h2>\n      <p>For matters related to cancellations, modifications or refunds:<\/p>\n      <ul>\n        <li><strong>Cancellation department:<\/strong> <a href=\"mailto:info@cancun100.com\">info@cancun100.com<\/a><\/li>\n        <li><strong>Phone \/ WhatsApp:<\/strong> <a href=\"tel:+529987637653\">+52 998 763 7653<\/a><\/li>\n        <li><strong>Office:<\/strong> <a href=\"tel:+529983611590\">+52 998 361 1590<\/a><\/li>\n        <li><strong>Hours:<\/strong> Monday to Sunday from 7:00 to 20:00 (Cancun local time)<\/li>\n        <li><strong>Address:<\/strong> Calle Tej\u00f3n 14, Ground Floor, Cancun, Quintana Roo, ZIP 77500, Mexico<\/li>\n      <\/ul>\n    <\/section>\n\n    <section id=\"faq\">\n      <h2><span class=\"num\">16.<\/span> Frequently asked questions<\/h2>\n\n      <h3>Can I change my tour date for free?<\/h3>\n      <p>Yes, if requested at least <strong>24 hours<\/strong> in advance and the Supplier has availability. Applies only to tours; flights and hotels have different policies.<\/p>\n\n      <h3>When do I get a 100% refund?<\/h3>\n      <p>Only when Cancun100 or the Supplier cancels the service. In those cases you can choose between full refund, rebooking, or 12-month credit.<\/p>\n\n      <h3>What if it rains or the port is closed?<\/h3>\n      <p>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.<\/p>\n\n      <h3>Is my flight refundable if I cancel?<\/h3>\n      <p>In the vast majority of cases, <strong>NO<\/strong>. Tourist fares are non-refundable. If the airline cancels the flight, they handle the refund directly; Cancun100 facilitates the process.<\/p>\n\n      <h3>What if I bought a \"non-refundable\" hotel rate?<\/h3>\n      <p>Non-refundable rates are <strong>100% non-refundable<\/strong> from confirmation. Flexible rates have a free cancellation window indicated in your voucher.<\/p>\n\n      <h3>Does the credit expire?<\/h3>\n      <p>Yes, in <strong>12 months<\/strong> from the original service date. It is transferable with prior written authorization from Cancun100.<\/p>\n\n      <h3>Can I dispute the charge with my bank?<\/h3>\n      <p>We strongly recommend you contact us <strong>first<\/strong>. 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.<\/p>\n\n      <h3>Does Cancun100 charge administrative fees?<\/h3>\n      <p>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.<\/p>\n\n      <h3>Do you recommend cancellation insurance?<\/h3>\n      <p>For full packages, yes. Cancun100 can guide you on options from external insurers, but we do not sell insurance directly.<\/p>\n    <\/section>\n    \n    <section id=\"digital-acceptance\">\n      <h2><span class=\"num\">17.<\/span> Digital coupon acceptance and electronic signature<\/h2>\n\n      <p>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 <strong>full and binding acceptance<\/strong>:<\/p>\n\n      <ul>\n        <li><strong>Payment<\/strong>, total or partial, of the service through authorized gateways (Stripe, PayPal, MercadoPago or others).<\/li>\n        <li><strong>Affirmative email reply<\/strong> with the phrase \"I ACCEPT THE BOOKING\" or equivalent, addressed to Cancun100.<\/li>\n        <li><strong>Confirmation via official WhatsApp<\/strong> with the phrase \"I ACCEPT\" or any other express manifestation of agreement, from the number provided at the time of booking.<\/li>\n        <li><strong>Marking the acceptance checkbox<\/strong> and activating the payment button on the Cancun100 digital acceptance portal, when such mechanism is enabled.<\/li>\n      <\/ul>\n\n      <h3>Applicable legal framework<\/h3>\n\n      <p>This sequence of acts constitutes <strong>electronic signature<\/strong> pursuant to articles <strong>89, 89 bis, 90, 90 bis and 91 of the Mexican Code of Commerce<\/strong>, 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.<\/p>\n\n      <p>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 <strong>article 210-A of the Mexican Federal Code of Civil Procedures<\/strong> and <strong>article 1205 of the Code of Commerce<\/strong>.<\/p>\n\n      <h3>Express waiver of withdrawal right<\/h3>\n\n      <p>The Customer acknowledges and expressly accepts that the contracted services are of a <strong>tourism nature with specific dates and providers<\/strong>. Pursuant to <strong>article 56, section IV of the Mexican Federal Consumer Protection Law<\/strong>, the five-day rescission right <strong>does NOT apply<\/strong> 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.<\/p>\n\n      <p>Consequently, once digital acceptance has been issued or payment made, the Customer <strong>may NOT allege<\/strong> nor claim refund based on the following grounds:<\/p>\n\n      <ul>\n        <li>Lack of knowledge of the Terms and Conditions, Privacy Policy or Cancellation Policy accepted.<\/li>\n        <li>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.<\/li>\n        <li>Regret, change of mind or modification of personal plans, except under the specific terms and penalties established in this policy.<\/li>\n        <li>Not having fully read the voucher or legal documents before accepting.<\/li>\n        <li>Subjective dissatisfaction with the service description when there is no documentable breach by Cancun100 or the Provider.<\/li>\n      <\/ul>\n\n      <h3>Conformity with service description<\/h3>\n\n      <p>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.<\/p>\n\n      <p>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.<\/p>\n\n      <div class=\"c100-legal-warning\">\n        <strong>Importance of reviewing your voucher:<\/strong> upon receiving your preliminary booking voucher, carefully verify the holder's name, dates, hotel, room type, flights, included tours and total amount. If you detect any error, contact us <strong>before<\/strong> making the payment at <a href=\"mailto:info@cancun100.com\">info@cancun100.com<\/a> or via WhatsApp at <a href=\"tel:+529987637653\">+52 998 763 7653<\/a>. Once the voucher is accepted through any of the described mechanisms, the data is considered validated by the Customer.\n      <\/div>\n\n      <h3>Equivalence with handwritten signature<\/h3>\n\n      <p>The digital acceptance described in this section has <strong>the same legal effects as a handwritten signature<\/strong> 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).<\/p>\n\n      <p>Cancun100 may present the electronic record of acceptance as evidence before:<\/p>\n      <ul>\n        <li>Federal Consumer Protection Agency (PROFECO) in case of administrative complaint.<\/li>\n        <li>Issuing banks and payment processors (Stripe, PayPal, MercadoPago) in case of dispute or chargeback.<\/li>\n        <li>Competent courts in case of civil or commercial litigation.<\/li>\n        <li>Criminal authorities in case of documented fraud.<\/li>\n      <\/ul>\n    <\/section>\n\n    <div class=\"c100-legal-entity\">\n      <p class=\"c100-legal-entity-label\">Operated by<\/p>\n      <p class=\"c100-legal-entity-name\">XPECTATIVE TRAVEL SRL DE CV<\/p>\n      <div class=\"c100-legal-entity-grid\">\n        <div><strong>Mexican Tax ID<\/strong>XTR2306232CA<\/div>\n        <div><strong>SECTUR Registry<\/strong>RNT 042300561bc73<\/div>\n        <div><strong>Registered address<\/strong>Calle Tej\u00f3n 14, Ground Floor, Cancun, Q.R., 77500<\/div>\n        <div><strong>Country<\/strong>Mexico<\/div>\n      <\/div>\n    <\/div>\n\n    <div class=\"c100-legal-cross\">\n      <h3>Related documents<\/h3>\n      <div class=\"c100-legal-cross-grid\">\n        <a href=\"https:\/\/cancun100.com\/en\/terms-and-conditions\/\">Terms and Conditions<span>Service contract<\/span><\/a>\n        <a href=\"https:\/\/cancun100.com\/en\/privacy-policy\/\">Privacy Policy<span>How we handle your data<\/span><\/a>\n        <a href=\"https:\/\/cancun100.com\/en\/cookie-policy\/\">Cookie Policy<span>Tracking technologies<\/span><\/a>\n      <\/div>\n    <\/div>\n\n  <\/main>\n<\/div>\n<\/div>\n\n<\/article>\n\n<script>\n(function(){\n  var links=document.querySelectorAll('.c100-legal-toc a');\n  var sections=document.querySelectorAll('.c100-legal-content section[id]');\n  if(!links.length||!sections.length)return;\n  function onScroll(){\n    var scrollY=window.scrollY+100;\n    var current=sections[0].id;\n    sections.forEach(function(s){if(s.offsetTop<=scrollY)current=s.id});\n    links.forEach(function(l){\n      l.classList.toggle('active',l.getAttribute('href')==='#'+current);\n    });\n  }\n  window.addEventListener('scroll',onScroll,{passive:true});\n  onScroll();\n})();\n<\/script>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Home \u203a Cancellation Policy Cancellation, modification and refund policy Last updated: May 2, 2026 Time zone: America\/Cancun (GMT-5) Contents Scope<\/p>\n","protected":false},"author":2,"featured_media":27260965,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-27260961","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Cancellation and Refund Policy | Cancun100<\/title>\n<meta name=\"description\" content=\"Cancun100 cancellation policy for tours, flights, hotels and vacation packages. 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