Skip to content At Xaman-Ha Cabo Private Tours®, we prioritize ensuring exceptional tour and transportation experiences. Therefore, we operate under the following comprehensive cancellation and refund policy.
For the purposes of this policy:
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 experiences require at least 7 days’ advance notice for cancellation via email. Cancellation requests received less than 7 days before the scheduled date are non-refundable.
Refunds will be processed using the original payment method. Any fees, taxes, or charges related to the refund transfer are the client’s responsibility.
Refunds are processed in Mexican pesos (MXN). Xaman-Ha Cabo Private Tours® is not responsible for currency exchange rate fluctuations or banking/PayPal fees.
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.
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.
We allow private tours to be rescheduled under the following conditions:
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.
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:
Lack of verifiable documents may result in denial of your request. Valid documentation includes:
Failure to use the certificate within its validity period will result in expiration without refund or extension.
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).
If you have a concern or complaint about your tour or transportation service, we take your feedback seriously. To properly investigate and resolve your issue, please submit your complaint in writing to [email protected] within 24 hours of your experience. Complaints submitted after this period may not be eligible for review or resolution.
Upon receipt of your complaint, our team will conduct a thorough review of what occurred.
Review Process includes:
Timeline for Resolution:
We appreciate your patience as we work to understand your experience and improve our services.
Send requests to [email protected]. No phone cancellations accepted.
Refunds are only issued if the service is canceled by Xaman-Ha Cabo Private Tours®.
Xaman-Ha Cabo Private Tours® is not responsible for service interruptions due to:
Xaman-Ha Cabo Private Tours® reserves the right to deny service or terminate a tour without refund in the event of:
Bookings made via third-party platforms or travel agencies are subject to their terms. Refund requests must be processed through the original platform.
Filing a chargeback without first contacting our support team may void eligibility for rescheduling, certificates, or other goodwill remedies.
Xaman-Ha Cabo Private Tours® 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.
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