Booking & Cancellation Policy

Last updated: November 2026

This policy applies to all tours booked on www.cancunbay.com, operated by Garflo Inc, 3740 Colony Dr, Ste 244, San Antonio, Texas 78230, USA.

1. Booking

Book online, by phone or by WhatsApp. Your booking is confirmed when you receive our confirmation email with your booking number, pickup point and pickup time.
You can show the confirmation on your phone. There is no need to print it.
Check that your name, date, number of people and pickup point are correct. If anything is wrong, contact us right away.

2. Payment

Prices are in U.S. dollars (USD).
We accept PayPal and debit or credit cards through PayPal. You do not need a PayPal account to pay by card.
The total price is shown before you pay. There are no extra charges after payment.
Payments in USD are collected by Garflo Inc, which issues your invoice on request.
Partial payment (deposit): when available, you can pay part of the price to hold your seat and lock in the quoted price. The balance is paid as indicated in your confirmation. If you cancel up to 24 hours before the start of the tour, we refund 100% of what you paid.

3. Free cancellation up to 24 hours before

You get a 100% refund if you cancel up to 24 hours before the start of your tour.

This rule is the same for every tour, including tours booked at a promotional price.
No administrative fees or deductions are applied.
"Start of your tour" means the pickup time in your confirmation or, if you go directly to the meeting point, the departure time shown there.

Cancellations less than 24 hours before the start of the tour, and no-shows, are not refundable.

4. How to cancel

Write to websales@cancunbay.com or send a WhatsApp message to +52 998 117 1390 or +52 998 110 5978 with your booking number. The time of your message counts as the time of cancellation. We will confirm your cancellation in writing.

5. Refunds

We refund the full amount to the same payment method you used (your PayPal account or card).
We issue the refund within 5 business days after your cancellation.
Your bank or card issuer may take up to 10 additional business days to show it on your statement.

6. Changes of date or number of people

You can change the date of your tour at no cost up to 24 hours before the start, subject to availability.
If you add people, you pay the difference. If you remove people up to 24 hours before the start, we refund their share in full.
Changes requested less than 24 hours before the start depend on availability and are not guaranteed.

7. No-shows

If you are not at the pickup point at the scheduled time and we cannot reach you, the booking is considered a no-show and is not refundable. Our vehicle can wait a maximum of 10 minutes.

8. If we cancel or change the tour

If we cancel the tour, or if it cannot take place because of weather, port closure, a hurricane or storm warning, or a closure ordered by the authorities, you can choose:

a new date at no cost, or
a 100% refund.

9. Contact

Customer service: websales@cancunbay.com
Phone: USA/Canada +1 888 257 5547 · Mexico +52 984 242 0070
WhatsApp: +52 998 117 1390 · +52 998 110 5978