Refunds, Cancellations & Payment Policy
At Cancun Best Excursions (CBE), we want guests to understand the payment, cancellation, refund, and rescheduling conditions before completing a reservation.
The policy below generally applies to reservations made through the Cancun Best Excursions platform unless a specific excursion, transportation service, attraction, private experience, or independent local operator has different conditions clearly displayed or communicated at the time of booking.
1. Payments to Cancun Best Excursions
The amount displayed or confirmed through Cancun Best Excursions represents the Booking Price for the excursion, transportation service, activity, or experience selected.
Unless your reservation contains different payment instructions, any required outstanding balance must be completed no later than 48 hours before the scheduled activity.
Once the required payment has been successfully received, CBE will provide confirmation electronically through the appropriate booking or communication channel.
2. Reserve Now & Pay Later
Certain Cancun Best Excursions packages may offer a Reserve Now & Pay Later option.
When this option is available, guests may secure an excursion without paying the full amount immediately.
Unless different terms apply to the specific reservation, any required deposit must first be paid to secure the booking. The remaining balance should then be completed no later than 48 hours before the scheduled activity.
Payment instructions may be provided through email, WhatsApp, the CBE website, or another approved payment method.
If the required balance is not received by the stated deadline, Cancun Best Excursions may cancel the reservation and release the reserved space.
Reserve Now & Pay Later availability depends on the activity and operating supplier.
3. Payment Processing
Cancun Best Excursions may process payments directly or collect payment on behalf of a local excursion, transportation, attraction, or activity provider when facilitating a reservation.
Once an authorized payment has been successfully received by CBE or an approved payment processor, the amount successfully paid is considered satisfied for that portion of the reservation.
Depending on the customer's location, bank, card issuer, currency, or payment method, the transaction may be processed by an authorized third-party payment provider.
Using a third-party payment processor does not change the cancellation or booking conditions associated with the reservation.
4. Currency & Exchange Rates
Unless another currency is specifically displayed, CBE excursion and activity prices may generally be quoted in U.S. Dollars (USD).
When a customer pays in another currency, the transaction may be converted using the exchange rate applied by the bank, card company, payment gateway, or financial institution handling the transaction.
Exchange rates and international transaction fees can vary.
Cancun Best Excursions is not responsible for exchange-rate differences, foreign transaction fees, or currency-conversion charges independently imposed by a customer's bank or financial institution.
5. Standard 48-Hour Cancellation Policy
Unless a specific excursion has a different published cancellation policy, the following general conditions apply.
More Than 48 Hours Before the Activity
Cancellation requests received more than 48 hours before the scheduled excursion may qualify for a refund, credit, or rescheduling depending on the activity, supplier terms, and circumstances of the reservation.
Less Than 48 Hours Before the Activity
Cancellations received within 48 hours of the scheduled activity are generally non-refundable.
In certain circumstances, a local operator or CBE may allow a date change or booking credit, subject to availability and supplier approval.
No-Shows
Guests who fail to appear at the confirmed pickup location or meeting point at the required time may be considered a no-show.
No-shows are generally non-refundable.
6. Weather-Related Cancellations
Many activities in Cancún, Isla Mujeres, Riviera Maya, and the surrounding region take place outdoors and may be affected by rain, wind, ocean conditions, tropical weather, port restrictions, or other operational conditions.
Rain or an unfavorable weather forecast does not automatically mean that an excursion has been canceled.
The operating company, captain, attraction, or other responsible provider normally determines whether an activity can safely proceed.
If the operator officially cancels an excursion because of weather or another qualifying operational condition, the customer may be offered a new date, substitute experience, booking credit, or refund depending on the activity and supplier policy.
If an excursion operates as scheduled but the customer independently chooses not to participate because of weather concerns, the regular cancellation policy may still apply.
7. Rescheduling an Excursion
When possible, Cancun Best Excursions will assist customers who need to change their activity date.
Rescheduling depends on availability, supplier approval, the type of activity, the amount of advance notice provided, seasonal pricing, and the individual operator's rules.
If the new date, package, participant count, or service has a different price, the customer may be required to pay the difference.
Rescheduling is not guaranteed until it has been approved and confirmed.
8. Independent Supplier Cancellation Policies
Cancun Best Excursions works with independent tourism companies throughout Cancún, Isla Mujeres, Riviera Maya, Playa del Carmen, Puerto Morelos, Quintana Roo, and the Yucatán region.
Some suppliers maintain cancellation and refund policies that differ from CBE's general policy.
When an individual supplier has specific terms for a particular activity, those terms may govern the cancellation, refund, rescheduling, deposit, or credit conditions associated with that reservation, subject to applicable law.
For example, certain operators may allow refunds, permit only rescheduling, provide future activity credits, require longer cancellation notice, or classify specific reservations as non-refundable.
If cancellation flexibility is especially important to your travel plans, contact Cancun Best Excursions before booking so we can help clarify the terms of the selected excursion.
9. Refund Eligibility
When a customer requests a refund, Cancun Best Excursions may review the booking details, payment history, cancellation timing, supplier conditions, services already provided, and reason for the request.
A refund may be considered when there has been an eligible cancellation, an official operator cancellation, a qualifying weather cancellation, failure of the supplier to provide the booked service, or another circumstance requiring reimbursement under the applicable booking terms or law.
Submitting a refund request does not automatically mean the refund will be approved.
10. How Approved Refunds Are Returned
When a refund is approved, CBE will generally attempt to return the funds through an appropriate available payment method.
When technically possible, the refund may be returned to the original method of payment.
Depending on how the reservation was processed, the reimbursement may be handled by Cancun Best Excursions, the local excursion provider, an authorized payment processor, or another approved payment partner.
After a refund is submitted, additional processing time may be required by the customer's bank, card issuer, or financial institution.
CBE cannot control delays that occur after the refund has been properly submitted to the applicable financial network.
11. Deposits
Some reservations may require a deposit.
This is particularly common for private boats, catamarans, private transportation, customized tours, large groups, celebrations, special events, or experiences where resources must be reserved specifically for the customer.
Deposits may have separate cancellation conditions because operators may reserve boats, vehicles, guides, staff, equipment, admission, or other resources exclusively for the reservation.
Any important deposit conditions should be presented or communicated as part of the booking process.
12. Customer-Requested Reservation Changes
Customers may request changes to an existing reservation, subject to availability and supplier approval.
Changes may involve the activity date, participant count, pickup hotel, meeting location, package selected, private or shared service, transportation, or optional upgrades.
Additional charges may apply when the requested change increases the cost of the reservation.
A requested change should not be considered confirmed until CBE or the applicable supplier has approved it.
13. Accurate Payment Information
Customers are responsible for submitting accurate payment information.
By providing a payment method, the customer confirms that they are authorized to use that payment method for the transaction.
Available payment methods may be displayed during checkout or communicated through the booking confirmation or payment instructions.
A transaction may be declined when authorization cannot be completed or when the customer's bank, card issuer, or payment provider rejects the payment.
14. Payment Processing & Financial Institution Fees
Certain payment methods may result in transaction, payment-processing, international, currency-conversion, or financial institution charges.
When Cancun Best Excursions itself applies an additional payment-processing charge, that amount should be disclosed during the applicable payment process.
Separate fees charged by the customer's bank, card issuer, or financial institution remain outside the control of CBE.
15. Chargebacks & Payment Disputes
If you believe there is a problem with a payment, cancellation, reservation, or refund, we encourage you to contact Cancun Best Excursions customer service first whenever possible.
Our team can review reservation information, payment records, booking confirmations, cancellation requests, supplier information, and refund status.
In many cases, communicating directly with us may help resolve the issue more quickly.
Nothing in this policy is intended to restrict consumer rights that are available under applicable law.
16. Requesting a Cancellation, Refund, Change or Reschedule
Please contact Cancun Best Excursions as soon as possible if you need to cancel, reschedule, request a refund, or change an existing booking.
To help us locate the reservation efficiently, please provide your full name, booking number, activity name, scheduled activity date, hotel or accommodation, and reason for the request.
The date and time at which the request is received may determine which cancellation rules apply.
For existing reservations, always include your booking number whenever possible.
Website: CancunBestExcursions.com
CBE's official email, WhatsApp, telephone number, and other customer-service contact channels should be displayed on the website once finalized.
17. Payment Authorization
By authorizing a payment to Cancun Best Excursions or one of its approved payment-processing partners, the customer authorizes the use of the payment information provided for the purpose of processing the selected excursion, activity, transportation service, or related reservation.
18. Acceptance of This Policy
By completing a reservation through Cancun Best Excursions, the customer acknowledges that they have had an opportunity to review and accept the payment, cancellation, refund, and reservation conditions applicable to the booking.
Some activities may have additional supplier-specific terms.
When the conditions for an individual activity differ from this general policy, the specific conditions communicated for that activity may apply.
Nothing in this policy is intended to waive, exclude, or restrict rights that cannot legally be excluded under applicable consumer-protection laws.
Last Updated: September 2026