Change and Cancellation Policy

We know plans can change. This policy explains how to cancel or request a new date, when a refund is available, and what happens if weather or the operator prevents the tour from taking place.

The most important points

This policy applies to tours booked and paid for directly with PrimeOne, the trade name of PRIME ONE TRAVEL EXPERIENCES S.A. DE C.V. The same rule applies whether we operate the tour or use one of our providers. If another platform collected your payment, you will need to request cancellation through that channel; if you are not sure which one, we will be happy to help you identify it.

If we receive your cancellation at least 24 hours before the tour, we will refund 100% of the amount paid to PrimeOne for the canceled participants or services. We will not apply a penalty or deduct our processing fees.

If you cancel less than 24 hours before the tour, we normally cannot offer a refund. The same applies if you do not attend or arrive too late to join the tour. The exceptions explained below and your legal rights still apply.

How the 24-hour deadline works

The deadline uses continuous hours, including weekends and holidays, in local Cancún, Quintana Roo time. The reference time is your confirmed pickup time or, if pickup is not included, the reporting or start time shown in your confirmation. The confirmation must identify the time used for cancellation purposes.

For a Tuesday pickup at 7:00 a.m., a request received by Monday at 7:00 a.m. meets the deadline. We use the time the message reaches our channels, not when our team reads or answers it.

Bookings made less than 24 hours in advance fall within the ordinary nonrefundable cancellation period from purchase, without affecting statutory rights. A schedule change imposed by PrimeOne or the provider cannot retroactively remove a cancellation window you still had.

How to cancel

You can cancel by emailing reservas@primeone.tours or support@primeone.tours, or by sending us a WhatsApp message at +52 55 4367 5289. Choose whichever channel is easiest for you; there is no need to send the request more than once.

State that you wish to cancel and provide the lead guest’s name, booking reference, date and tour, and whether you are canceling the entire booking or only certain participants. Keep the message and its sending or delivery time. If information needs correcting to locate a timely request, its original date will be preserved where the booking can reasonably be identified.

What matters is that we receive your cancellation before the deadline. We will confirm in writing that it has been registered and tell you the refund amount. We never need your full card details to process it.

Date changes

Please request date changes at least 24 hours in advance whenever possible. Changes depend on availability and written confirmation; sending a request alone does not change your booking. If you want to cancel if no space is available, say so in the same message so its original receipt time applies.

We do not charge an administrative penalty for a timely change; any price difference for another date or service will be disclosed and requires your acceptance. If you decline or space is unavailable, you can cancel for a full refund where your cancellation request arrived within the deadline.

For requests made less than 24 hours in advance, we may review an exceptional rescheduling option without guaranteeing it. Any cost will be disclosed before you accept. If a change results from a PrimeOne or operator cancellation, the next section applies.

If weather changes or we cancel the tour

If you prefer not to attend because of rain or an unfavorable forecast, you may cancel for a full refund by meeting the 24-hour deadline or request a date change. Less than 24 hours before the tour, a forecast or rain alone does not create a refund entitlement if the tour can operate safely and substantially as booked.

If PrimeOne or the operator cancels before the tour starts because of weather, port closure, authority instructions, safety, operational failures, or another inability to provide the service, you may choose an available new date for the same tour at no additional charge or a full refund. This applies even with less than 24 hours’ notice or on the day of the tour.

A credit, voucher, or rescheduling will not be imposed instead of a refund. If the tour changes materially before it starts, you may accept the alternative or cancel the affected service for the corresponding refund; if the change defeats the essential purpose of the entire tour, you may cancel the entire tour.

If a tour is interrupted after it begins, we will assess what was provided and omitted to offer a remedy and, where appropriate, a proportionate or full refund, without limiting statutory compensation. A minor itinerary adjustment that substantially preserves the contracted service does not itself create a refund entitlement.

If you cannot attend or there is a pickup problem

If you do not arrive at the confirmed place and time, arrive too late to participate, or choose to leave the tour, we normally cannot offer a refund. If you have a problem, let us know as soon as possible and we will review the available options with you, although a change may not always be possible.

If you were at the right place and time but were not collected, or if PrimeOne or the provider sent incorrect instructions, we will not automatically treat you as a no-show. We will review what happened and offer the appropriate solution or refund.

How you will receive your refund

Refunds are issued in USD to the original payment method through Stripe. Once eligibility is verified, we will submit the refund instruction to Stripe within 5 business days and send confirmation or a reference. For this process, business days are Monday through Friday, excluding applicable banking holidays; more favorable statutory deadlines prevail.

After Stripe processes the refund, the credit generally appears within 5 to 10 business days, depending on Stripe, the card network, and the issuing bank; this is not a guarantee of the bank’s posting date. Contact us if it does not appear so we can trace it. We will not unilaterally replace a refund with account credit.

The amount in your card’s currency may differ because of the bank’s exchange rate. Fees charged directly by your financial institution are governed by its terms; PrimeOne will not deduct its own fees from a full refund.

Your rights remain protected

This policy does not limit mandatory refunds, statutory compensation, damages, withdrawal rights, or other legal remedies. Where Article 56 of Mexico’s Federal Consumer Protection Law applies, its withdrawal right will be honored subject to its requirements and exceptions; for services, that provision does not apply where performance is scheduled ten business days or less after the purchase order.

Duplicate charges, unauthorized charges, and charges arising from a failure to perform will be reviewed according to their nature and will not be rejected solely because the 24-hour deadline has passed. You may exercise your rights with your bank and competent authorities without waiving them by contacting us.