Cancellation & Refund Policy

TOUR & TRANSFERS CANCELLATION & REFUND POLICY

Table of Contents (show)

Table of contents

At Xaman-Ha Connections, we prioritize ensuring exceptional tour and transportation experiences. Therefore, we operate under the following comprehensive cancellation and refund policy.

PART 1: TOUR EXPERIENCES POLICY

1. Definitions and Scope

For the purposes of this policy:

  • “Business days” are defined as Monday through Friday, excluding official public holidays in the state of Quintana Roo (UTC-5).
  • All times referenced are based on local time in Quintana Roo, Mexico.
  • The term “deposit” refers to any partial payment made to secure a booking and is non-refundable, unless the cancellation is initiated by Xaman-Ha Connections.
  • The term “force majeure” includes, but is not limited to: natural disasters, government actions, civil unrest, pandemics, or unforeseen closures that prevent service delivery.

2. Initiating Cancellations

If you need to cancel or reschedule your booking, please note that all cancellations must be submitted at least 24 hours before your tour’s scheduled start time. Any request received after that window cannot be processed.

For security and documentation purposes, we only accept cancellation requests via email. We cannot process cancellations made through WhatsApp, phone calls, social media, or any other platform.

Please send your request to: [email protected]

Important:

The 24-hour cancellation policy does not apply to any experience involving boats, yachts, or ceremonial activities. These services are non-refundable once reserved.

3. Refund Policy

Refunds will be processed using the original payment method. Any fees, taxes, or charges related to the refund transfer are the client’s responsibility.

PayPal Refunds

  • Issued within a maximum of 7–10 business days.
  • Xaman-Ha Connections is not responsible for any fees or taxes imposed by PayPal.

Exchange Rate and Banking Fee Disclaimer

Refunds are processed in Mexican pesos (MXN). Xaman-Ha Connections is not responsible for currency exchange rate fluctuations or banking/PayPal fees.

4.Cancellations by Xaman-Ha Connections

If we need to cancel a tour or transportation service (which is uncommon), we will first attempt to reschedule it at a time that works for you.

If rescheduling is not possible, your deposit will be refunded within 10 business days.

5. Weather and External Factors

  • Tours proceed regardless of weather conditions. Weather is not a valid reason to cancel a tour.
  • The maximum wait time for private tour services is 30 minutes.
  • Xaman-Ha Connections is not responsible for cancellations due to external factors, such as unexpected site closures or blocked transportation routes.

Force Majeure Events

These include, but are not limited to: natural disasters, civil unrest, government-imposed restrictions, or any situation that threatens the safety of clients or staff.

6. Rescheduling by the Client

We allow private tours to be rescheduled under the following conditions:

  • You contact us at least 24 hours in advance.
  • The new date is subject to availability.
  • The experience type allows for rescheduling (some like yachts, boats, or wellness ceremonies cannot be rescheduled).
  • Only one (1) reschedule per booking is permitted. Additional requests will not be accepted.

Important: Rescheduling does not entitle you to a refund. If rescheduling isn’t possible, we can issue a certificate valid for 6 months for future use or as a gift.

Emergency Rescheduling Within 24 Hours

If you’re unable to attend due to an emergency (e.g., illness or accident) and notify us less than 24 hours before the tour:

  • You may be issued a 6-month certificate at our discretion.
  • You must submit supporting documentation, such as a doctor’s note or airline delay notice.

Required Documentation

Lack of verifiable documents may result in denial of your request. Valid documentation includes:

  • Doctor’s note
  • Flight change confirmation
  • Official accident report, etc.

7. Certificate Usage Terms

  • Valid for 6 months from date of issue.
  • Non-refundable and not redeemable for cash.
  • Transferable only with written approval from Xaman-Ha Connections.
  • Single-use only.
  • Cannot be combined with any other offer or promotion.

Failure to use the certificate within its validity period will result in expiration without refund or extension.

8. Flight Cancellations

If your flight or vacation is canceled, we will provide a 6-month certificate for future use. This certificate can also be transferred as a gift (with prior approval).

9. Client Responsibilities

  • Please notify us at least 3 hours before your tour if you can’t attend.
  • Provide accurate hotel or condo location details at least 48 hours in advance.

No-Show Policy

  • Tours: Failure to contact us within 30 minutes of start time = No-Show (no refund).
  • Transportation:
    • Max wait time for departures: 20 minutes
    • Exceeding wait time without notice = No-Show (no refund)

10. Policy for 100% Money-Back Guarantee on Private Tours

Our 100% Satisfaction Guarantee applies only to private tours booked online or via WhatsApp. It does not apply to transfers, yachts, or group tours.

Conditions for Refund

  • Significant delays, transportation failures, hygiene issues, or unfulfilled activities
  • Inappropriate or unprofessional behavior by the guide
  • Failure to deliver the service as advertised

Refund Request Process

  • Submit request within 48 hours after the tour
  • Send to [email protected]
  • Include specific details and documentation if possible

Review Process

  • Evaluation will involve guide consultation and tour records
  • Final response within 7 business days

Exclusion Conditions

  • Weather, traffic delays, force majeure
  • Voluntary early departure or rule violations

Continuous Improvement Commitment

We value your feedback to improve our service quality.

PART 2: TRANSPORTATION SERVICES POLICY

11. Transportation Services — Specific Terms

Initiating Cancellations

Send requests to [email protected]. No phone cancellations accepted.

Refund Policy

Refunds are only issued if the service is canceled by Xaman-Ha Connections.

External Factors

Xaman-Ha Connections is not responsible for service interruptions due to:

  • Flight delays or cancellations
  • Inability to dock ships
  • Closed roads or destinations

Service-Specific Wait Times

  • Departures: 20 minutes
  • Arrivals: 2 hours
  • Exceeding wait = No-Show (no refund)

Client Modifications

  • Modifications requested less than 48 hours before the service are subject to availability.
  • Additional fees apply for groups arriving on separate flights or terminals.

Additional Transport Clauses

  • No refunds for completed services.
  • Photos shown during booking are for reference only.
  • Extra stops or detours are subject to availability and may incur additional charges.
  • Clients may request additional wait time at an hourly rate (please inquire at time of booking).
  • Flight delays: If notified before landing, we will attempt to adjust pick-up time. Additional wait time may incur fees.

12. Client Conduct and Safety

Xaman-Ha Connections reserves the right to deny service or terminate a tour without refund in the event of:

  • Aggressive or inappropriate behavior
  • Intoxication or drug use
  • Disregard for guide instructions or safety protocols

13. Booking Through Third Parties

Bookings made via third-party platforms or travel agencies are subject to their terms. Refund requests must be processed through the original platform.

14. Chargeback Policy

Filing a chargeback without first contacting our support team may void eligibility for rescheduling, certificates, or other goodwill remedies.

15. Policy Updates

Xaman-Ha Connections reserves the right to update this policy. The current version will always be available on our official website.

For any questions or clarifications, please contact us at [email protected]. We’re here to help!

Please don’t hesitate to contact us if you need further clarification on any aspect of this policy.