Cancellation Policy - Econatural Elite Tours and Activities SA de CV
- Reservations must be canceled 24 hours before the appointment to receive a full refund of the payment made.
- For modifications and/or confirmation of appointment times or any other type of change, notification must be made before 6:00 p.m. the day before your reservation through our contact numbers via phone call, WhatsApp or SMS. Modifications after this time may be subject to availability. If you want to cancel your reservation, this must be 24 hours before the appointment.
- Any modification to the pickup point or destination point may be subject to a different rate based on the zones, we will notify you when this is the case and additional payment will be requested.
- Any modification in the number of passengers may be subject to a different rate based on the capacity of the unit, we will notify you when this is the case and additional payment will be requested.
- In general, any type of modification must be notified to customer service or the sales executive via chat, email or phone call. Modifications that are confirmed by the drivers are not accepted, please always contact customer service.
- If the modification of passengers is at the time of the appointment time (without prior notification from you), it will be conditional on the capacity of the unit sent to your service.
- It is important to mention that modifications or any other type of changes cannot be made on the day that your reservation service will be carried out. You can schedule a new service that will be applied as a new reservation.
- In the case of the departure pickup heading to the airport, we consider the travel time adding 2 hours for documentation. If you wish to modify the appointment time, it is your responsibility.
- In your departure pickup, the maximum waiting time at the meeting place (hotel lobby or point to be agreed upon in transfers from point A to point B), is 15 minutes after the scheduled time (both for the client or buyer of the service, such as Shuttles.com.mx), subsequently we reserve the right to apply “NO SHOW” (we recommend you check out 25 minutes before your pickup time).The service applied as NO SHOW is not refundable. You must take into account the previous clause where the tolerance of the first 15 minutes is shared.
- We reserve the right to request a delay of a maximum of 25 minutes for your departure pickup, this due to possible traffic generated by any factor external to us. If there is no way to get there, we will notify you so that you can use a taxi. In this case, the refund is 100% of the cost of your reservation.
- We ask that you check your belongings at all times before disembarking to avoid forgetfulness or loss within the unit that carries out the service, since after dropoff the unit loads more passengers.
- If your arrival flight is delayed, we will be on the lookout and will comply with your service. There is the possibility of a refund on our part if the delay extends to a time when we do not have units available, however, we do not We are responsible for rescheduling the service if you have missed your arrival flight, in which case the refund does not apply.
- We will be aware of the flight that you have provided us in our reservation system, if you arrive via another flight you must notify us before taking off.
- If you are traveling with a group of friends, family or acquaintances and they arrive on different flights, you must provide us with the last flight to arrive and make a note in the NOTES section to locate the different terminals and flights. If you do not do so, you will be will require payment at the time of notification.
- Pickups at different terminals have an additional cost of $7.5 USD, dropoffs at different terminals have no cost.
- In any fortuitous case, human or operational error on our part, applicable in situations of disagreement in a lobby, hotel or airport terminal different from the one captured in your reservation, and this error generates an extra cost to the user such as, for example, a taxi, an assistance service, this will be reimbursed as long as the user has the following support: ticket or purchase note for the disputed extraordinary service (essential) and photo of the incorrect location of the failure.
- For arrival flights, the time of landing is considered, plus customs and immigration time (on international flights 40 minutes), plus baggage collection (approx. 20 minutes), if it is taking more than 60 minutes to arrive. international flights and 30 minutes for domestic flights it is important that you notify us. Otherwise the service is conditioned to a possible NO SHOW, in case of NO SHOW the reservation payment is non-refundable.
- Refunds made by card may take 3 to 30 days to reflect (this depends on your bank), refunds made through PayPal or Stripe are immediate.