Cancellation Policy

1. Policy at a glance

This table summarizes what happens depending on when you cancel or modify your booking. The details of each case are in the sections below:

2. Free cancellation: up to 24 hours before

You can cancel your booking at no cost up to 24 hours before the scheduled pickup time. If you had already paid in full or in part, we will refund 100% of the amount paid.

The deadline is calculated against the pickup time stated in your confirmation, in Cancun local time (America/Cancun time zone).

3. Cancellation within the last 24 hours

If you cancel with less than 24 hours' notice, the cancellation does not entitle you to a refund. By that point the vehicle and driver have already been assigned and reserved exclusively for your service, so we cannot offer that slot to other customers.

If your late cancellation is due to force majeure (for example, your flight being cancelled by the airline), write to us with the corresponding proof: we will assess your case in good faith and, whenever possible, offer you a free rebooking or a refund.

4. No-show

A no-show occurs when the passenger does not arrive at the meeting point within the waiting time included in their fare (60 minutes after landing for international arrivals; 15 minutes from the agreed time for all other services) and we cannot reach them through the contact details provided.

A no-show does not entitle you to a refund. If your flight is delayed or something unexpected comes up, let us know via WhatsApp as soon as possible: as long as we are in contact with you, we will do everything we can to keep your service.

5. Schedule changes

You can change the time of your service at no cost up to 5 hours before the scheduled pickup time, subject to vehicle availability. If there is no availability for the new time you need, we will offer you the closest alternatives or the option to cancel under this policy.

Changes of date, route or vehicle type are handled case by case: write to us and we will find the best option. A change confirmed by our team replaces the original service and keeps your same QW- reference.

Remember that if you provided your flight details and your flight is delayed, we adjust the pickup automatically at no cost: you do not need to request a schedule change.

6. How to cancel or change your booking

Write to us via WhatsApp at +52 998 423 3540 or by email at reservas@qwantour.com, stating your booking reference (it starts with QW-) and what you need: to cancel or to propose a new time.

The date and time we receive your message determine which rule applies. We will confirm the cancellation or change in writing; if you do not receive our confirmation, contact us again to make sure the request was registered.

7. Refunds

When a refund applies, we will process it through the same method you used to pay. The usual timeframe is 5 to 10 business days from our confirmation of the cancellation, depending on the payment method and your bank's or card provider's processing times.

If you had not paid anything yet, there is nothing to refund: simply cancel within the deadline. If you paid through a method arranged with us, we will coordinate the most practical refund channel with you (for example, a bank transfer). If the stated period has passed and you have not received your refund, write to us with your QW- reference and we will look into it immediately.