Transfers:
Cancellations for transfer services can be requested through various channels, including e-mail, live chat, WhatsApp, or by calling our contact center. The following cancellation policies apply:
- Full refund for cancellations made more than 48 hours in advance.
- A 20% cancellation fee is applicable for cancellation requests with a notice between 47 and 24 hours before the scheduled service.
- No refund or credits are available for any cancellation requests made less than 24 hours before the scheduled service.
Changes Policy:
All changes are subject to availability and may incur additional fees. Changes and updates must be requested before 3 pm (Cancun time) the day before the reservation date. Same-day changes will incur additional fees. Changes for services scheduled between 8 pm and 6 am upon arrival may be denied. Only the reservation holder can make changes or updates.
No-Show Policy:
A reservation will be flagged with a No-Show status when a customer fails to show up for the transportation service without informing Top Shuttle Cancun or makes changes or cancellations less than 24 hours before the scheduled service. No refunds or credits apply for services flagged as no-shows. The maximum waiting time for airport arrivals is 1 hour and 30 minutes after the registered flight has landed in Cancun. For separate flights, the maximum waiting time is 1 hour and 30 minutes after the last registered flight. Changes or cancellations due to causes beyond control will be evaluated by our contact center. The maximum waiting time for departures/hotel-to-hotel services is 10 minutes.
Cancellations due to Force Majeure/Events Beyond Control:
Monetary refunds will not be possible for cancellations, interruptions, or deferrals due to force majeure/events beyond control (e.g., weather, hurricanes, earthquakes, acts of terrorism, pandemics, wars, etc.). Top Shuttle Cancun may allow suspension or rescheduling with a credit for the amount paid or unused service. The credit is valid for up to 12 months from the original service date, and any price variation for the new booking must be covered. Our contact center will review and evaluate such cases to provide a proper solution.
Tour Services:
Cancellations for tour services follow a similar pattern as transfers:
- Full refund for cancellations made more than 48 hours in advance.
- A 20% cancellation fee for requests with a notice between 47 and 24 hours before the scheduled service.
- No refund or credits for cancellations made less than 24 hours before the scheduled service.
Changes Policy for Tours:
Modifications for tours must be requested before 6 pm the day before the tour date. For tours with transportation, customers must be at the designated pickup location 10 minutes before the confirmed time. No courtesy waiting time is provided, and missing the pickup time will be considered a “no show” with no refund.
No-Show Policy for Tours:
A reservation will be flagged with a No-Show status when a customer fails to show up for the activity or at the pickup location on the confirmed date and time. No refunds or credits apply for services flagged as no-shows.