TERMS AND CONDITIONS
CANCELLATION, RETURN & REFUND POLICY:
All cancellation requests must be submitted in writing to support@cancunbay.com.
Shared (group) tours. Cancel free of charge until the night before the tour date (no later than 11:59 p.m. the day prior to operation) for a 100% refund. Same-day cancellations and “no-shows” are non-refundable.
Private tours. A 100% refund applies only with 24 hours’ or more notice before the tour start time. Cancellations with less than 24 hours’ notice, and “no-shows,” are non-refundable.
How to cancel. Send your request with your reservation number to support@cancunbay.com or via WhatsApp at +52 1 998 117 1390. Cancellation takes effect upon our receipt of your written request.
How refunds are processed. Refunds are issued to the original payment method within approximately 10 business days, subject to your bank’s or the payment processor’s (PayPal / Clip) timelines.
Date changes (rescheduling). Subject to availability, you may reschedule within the same notice windows above at no change fee. Any seasonal fare difference is the customer’s responsibility.
Cancellations by Cancun Bay / force majeure. If a tour is cancelled for reasons outside your control (weather, safety, capacity, force majeure), you will be offered, at your choice, a free reschedule or a 100% refund.
Cancellation policies due to Covid 19: when there is a diagnosis of Covid 19 infection or imposition of quarantine, the time to make effective use of the tour will be extended for 12 months.
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.
Your booking is confirmed as soon as payment is completed, and you will receive your electronic voucher with the confirmation number by email. In the exceptional event that a supplier cannot operate on your reserved date, we will contact you within 24 hours to reschedule at no cost or issue a full refund.
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 support@cancunbay.com 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.
PAYMENT POLICIES:
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 support@cancunbay.com 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 is made once payment is completed.
The rates published on the website www.cancunbay.com 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 support@cancunbay.com 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.
DISCLAIMER OF RESPONSIBILITIES:
Cancun Bay provides services only as an intermediary agent between the client and the provider of tourism services promoted on this page www.cancunbay.com. 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.
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.
STATEMENTS:
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 Servicios Administrativos Flamingos, 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.
