Cancellation & Refund Policy

Last updated: May 2025 — Applies to all tours operated by Cancun Catamaranes

We understand that plans change. Our cancellation policy is designed to be fair to our guests while allowing us to plan and staff our tours responsibly. Please read this policy carefully before booking.

1. Standard Cancellation Policy

• More than 48 hours before departure: Full refund or free reschedule. No questions asked.
• 24–48 hours before departure: 50% refund or free reschedule (subject to availability).
• Less than 24 hours before departure: No refund. The full charter fee is charged. This is due to the significant costs associated with crewing, provisioning and reserving the vessel.
• No-show: No refund.

2. Weather and Port Closures

The safety of our guests and crew is our absolute priority. If the Port Authority of Cancun (ZOFEMAT/CAPITANÍA DE PUERTO) closes the port due to weather conditions, sea state, or any safety-related reason:

• We will contact you immediately
• You will receive a full refund or a free reschedule — your choice
• No cancellation fee applies in this case

Cancellations initiated by guests due to personal weather concerns (when the port is officially open) are subject to the standard cancellation terms above.

3. Non-Refundable Items

The following items and services are generally non-refundable regardless of cancellation timing:

• Dock fees / island entry fees paid on your behalf at the marina
• Pre-arranged third-party services (photographers, catering, decorations, transportation from non-standard locations)
• Special event upgrades that have already been prepared or purchased

4. How to Cancel or Reschedule

To cancel or reschedule, contact us as soon as possible via:

• WhatsApp: +52 (998) 892-8694 (fastest response)
• Email: info@cancuncatamaranes.com.mx
• Phone: +52 (998) 892-8694

Please include your booking folio number and the reason for cancellation. Cancellation requests are acknowledged within 2 business hours during operating hours (Mon–Sat, 7am–7pm CST).

5. Refund Processing

Approved refunds are processed within 5–10 business days to the original payment method (PayPal, credit card, or wire transfer). Processing times may vary depending on your bank or payment provider.

6. Questions

If you have questions about this policy, please contact us at info@cancuncatamaranes.com.mx before booking.