Cancellation, return and refund policies | Cancun Bay Tours

Cancellation, return and refund policies


The rates shown on the website are valid only at the time of your quotation, they can change without prior notice according to the conditions of each provider until they have been booked and confirmed.

Reservations are subject to availability until confirmed; A reservation is considered confirmed when the corresponding payment has been covered and an electronic reservation coupon with confirmation number is available. Availability cannot be guaranteed until receipt of full payment or partial payment if applicable.

Sometimes it is necessary to check availability directly with the provider before being able to confirm a service, so we ask a maximum of 24 hrs to be able to send you the confirmation, it is important to mention that there is no charge to your card until you ensured of the availability.

At the time of booking, you authorize in writing and / or verbally to use your credit card number or the means chosen to make your payment, and expressly confirm knowing and accepting our reservation, payment, disclaimer and cancellation policies .

To avoid any mishaps, you must print the corresponding coupon and present it at the time of requesting your paid service (as proof of reservation). If you wish to modify or cancel, it is necessary to contact a travel consultant as soon as possible, having your coupon with reservation advisors at hand at or by phone at (984) 242 0070, from Mexico, and (888) 257 5547 from USA/CA from Monday to Sundays from 8:00 am to 8:00 pm. We ask you to read our CANCELLATION POLICIES and we remind you that any reservation change is subject to availability and a re-quote of rates.


For the payment of your reservation, we accept Visa and MasterCard credit / debit cards. If you do not have a card, you can also pay through a transfer or deposit at participating banks. For more information, please contact one of our advisors at or by phone at (984) 242 0070, from Mexico, and (888) 257 5547, from USA/CA, from Monday to Sundays from 8:00 am to 8:00 pm.

The charge to your debit or credit card will be made when the reservation status shows “confirmed availability”, the charge will be reflected on your statement including the legend “Cancun Bay”.

The rates published on the website are quoted in different types of currencies, in case of any type of currency other than Mexican pesos the amount shown is informative according to the exchange rate established by Cancun Bay at that time, the amount of the transaction will be charged to your card in Mexican pesos at the exchange rate in effect on the day of the transaction. Please take into account that the amount that will appear on your credit card payment receipt may vary by or up to three percent due to the international fluctuation in the type of bank currency exchange. Cancun Bay is not responsible for such fluctuation. You acknowledge having been informed of the exchange rate fluctuation and agreeing with the corresponding charge in Mexican pesos.

If you require a tax invoice, you must request it with the agent assigned to your reservation to the same month in which you made your payment. It is worth mentioning that for tax reasons, the invoices will be prepared after generating the corresponding payment.


Cancun Bay provides services only as an intermediary agent between the client and the provider of tourism services promoted on this page The agency carefully chooses only the most qualified and prestigious suppliers to provide the best service, however, Cancun Bay cannot assume any responsibility with the clients for acts or omissions by the suppliers, because it has no control whatsoever. or legal relationship about its operations.

You release Cancun Bay from any responsibility for any failure or lack of compliance by the Supplier or Direct Suppliers of the tourist services, including without limitation any failure or compliance by temporary lodging providers, shipping companies and all kinds of boats, water sports providers, transportation agencies, tour operators, dive instructors, snorkel instructors, swim instructors with dolphins, fishing instructors, adventure sports providers and extreme sports, water parks, ecological parks, and in general about any failure or lack of compliance by all those tourist services that are provided directly by one or more providers It is and not directly through Cancun Bay.

In the event that the provider fails to fulfill any of its services for which payment has already been made, the only recourse for reimbursement must be processed directly before the provider that failed to provide its services, unless the previous ruling is caused directly by Cancun Bay. Therefore, we assume no responsibility to you and you release Cancun Bay from any responsibility for acts, omissions or any type of complaint or dissatisfaction arising from the services provided by the direct service providers announced on this website, as Cancun Bay has no control or legal relationship over its personnel, equipment, operation or assets.

Likewise, Cancún Bay will not be responsible and you release this site from any responsibility with respect to:

The veracity of the photographs shown on the website, since they are only representative and do not guarantee that upon arrival everything will be exactly the same as it is seen or described on the site.

The category of stars assigned to services, as they are based on the interpretation of Cancun Bay and / or service providers and may differ from the categories reported elsewhere.

The descriptions of the various services promoted are updated by Cancun Bay constantly and to our best knowledge, but we do not guarantee that everything will be exactly the same upon arrival.

Any type of failure on your part to follow the travel instructions including, but not limited to, airport departure times, time and date of entry and exit at hotels, coupon redemption policies, etc.

The terms and conditions and / or policies of direct service providers. Cancun Bay will not assume any responsibility and you release this agency from any responsibility, as well as any claim, cost, expense or loss that you may suffer, including any personal or third-party injury, accidents or death, damage to personal belongings, loss of fun, anger, disappointment, anguish or frustration, whether mental or physical, provided they are the result of:

Despite the constant updating of the website there is a remote possibility that the validity of some prices may be expired or come from information erroneously provided by the service providers. In case the correct price is less than the quoted amount, Cancun Bay will apply the lower amount. In case the correct price is greater than the quoted amount, you will be informed of the correct amount or by registering the cancellation of the reservation at your request for not agreeing with the increase in price, delimiting Cancun Bay and the service provider of any liability or compensation payment for inconvenience caused by such cancellation.

Cancún Bay declines any responsibility arising from the user's failure to comply with the regulations, rules or conditions established by each of the contracted service providers. Cancun Bay reserves the right to refuse any customer at any time.


All cancellation requests must be requested in writing to Any cancellation will generate an administrative expense of 30% of the total value of the contracted services, in addition to the penalty assigned by the corresponding provider (if applicable). If the amount to be reimbursed from the reservation is used for the purchase of another activity, Cancun Bay will forgive the percentage corresponding to administrative expenses, leaving only the penalty assigned by the corresponding provider (if applicable).

Reservations canceled 6 to 0 days before the date of the service regardless of the reason for the service, are subject to the policies of no-SHOW charges in which no refund will be made.

All our tours operate come rain or come shine. Therefore, refunds will not be given due to poor weather conditions, except when the tour operator or other staff decide to cancel the program, in which case there will be a 100% refund.

When the passenger decides for the reason that it is to withdraw from their service during the period of the stay (already at the service), it is understood that it is at your own risk and that the agency is free of any responsibility and there will be no refund.

Cancun Bay reserves the right to contract on its own the services chosen in terms of carriers and car rental companies, regardless of the last service provider, unless it is expressly agreed that these will invariably be provided by a particular provider. In case of modification of the direct service provider, this will be provided by another of equivalent quality, if you make use of the service, it will be understood that you consented to such modification and no claim, compensation or refund will proceed. Once Cancun Bay receives from you the amount of the contracted services of any kind Cancun Bay has your immediate authorization to issue, expedite or acquire the services adhering to and accepting both Cancun Bay and you the policies of cancellation, issuance and sale of providers and the Cancun Bay Reservation and Cancellation Policies


If for reasons of force majeure or fortuitous cases, the providers of the contracted services could not provide services partially or totally, Cancun Bay will only manage on behalf of the user and will be limited to the reimbursement of the amount that proceeds to the exclusion of any other agreement.

The agency reserves the right to modify the order of the services indicated in this website for a better arrangement of the same or for reasons that justify it. When Cancun Bay is the person who cancels a trip or excursion of any nature for reasons beyond the control of the client, it will be obliged but limited to reimburse all the advances or payments made.

In case of cancellation by the client, the reimbursement applied will be calculated according to the Cancellation policies depending on whether it is done in cash or to be used in another activity.

The fact that the client delivers a deposit and/or payment for the chosen service program implies acceptance of the conditions and responsibilities specified on this site.


You declare under protest to tell the truth, appearing in your own personal right that you are a natural or legal person, of legal age, capable, and with sufficient means or with economic capacity and interest in acquiring the intermediation and reservation services here They are specified, and for that purpose, you use the Cancun Bay site that only functions as an intermediary between you and the direct providers of tourist services.

Cancún Bay declares (a) to be a duly constituted mercantile company in accordance with Mexican laws as Tours Cancun Bay S.A. de C.V. (b) That it is registered with the Tax authorities with the Federal Taxpayers Registry TCB130424FWA. (c) That its corporate purpose is the power to: Act as an intermediary for the reservation of spaces in the means of transport; serve as an intermediary between tourists and transport service providers of any gender; reserve rooms and other related services for tourists, in hotels and lodging establishments and provide tourists with reservation services for tourist attraction sites.

You declare, regardless of your country of origin, that you are of sufficient legal age to use this website and be bound by these Terms and Conditions, as well as to be responsible for the legal obligations incurred by the use of this site. You understand that you will be financially responsible for your use of this website and those who use it using your information to enter it.