Policy
Cancellation policy
Refunds are based on how much notice you give before your scheduled pickup. Message us on WhatsApp if anything is unclear.
Passenger-initiated cancellations
| Notice before scheduled service | Applicable refund |
|---|---|
| More than 48 hours | 100% — full refund to the original payment method within 5–10 business days. |
| Between 24 and 48 hours | 50% — 50% retained as a late cancellation administrative fee. |
| Less than 24 hours | 0% — no refund. The full fare is considered earned upon service time. |
| No-show (passenger does not appear) | 0% — no refund. See our No-Show & Waiting Time Policy. |
How notice time is calculated: if you cancel through the Platform, notice is measured from your original booking confirmation time to the confirmed service time. If you cancel through customer service, notice is measured from when we receive your written cancellation request to the confirmed service time. Requests received outside operating hours (06:00–22:00 CST) are processed at the start of the next business day, which may affect the applicable refund percentage.
Cancellation procedure
- Send a written request to reservations@befreecancun.com or via WhatsApp (+52 998 191 6871).
- Include your Booking reference number and the reason for cancellation.
- We will send written cancellation confirmation and the refund amount within 24 business hours.
- Refunds are processed to the original payment method within 5–10 business days (timelines depend on your bank or payment processor).
Cancellations by Be Free Tours & Transfers
| Cause | Compensation |
|---|---|
| Cause attributable to Be Free Tours & Transfers (mechanical, operational failure, etc.) | 100% refund plus a 20% service credit for a future booking. |
| Force majeure (hurricane, road emergency, government restriction) | 100% refund, no additional compensation. |
| Advance cancellation with 48+ hours notice | 100% refund plus assistance finding alternative transportation. |
Booking modifications
- Modifications with 24+ hours notice: no charge, subject to availability.
- Modifications between 12 and 24 hours notice: a 20% increase on the confirmed fare, in addition to any cost from the change itself.
- Modifications with less than 12 hours notice: not available.
- Destination change involving greater distance: the fare difference applies per our current price list.
- Destination change involving shorter distance: no refund of the difference; the original fare applies.
- Passenger count change requiring a larger vehicle: the applicable fare difference will be charged.
- Additional services requested at the time of change: charged per our current price list.
Refund method
- Credit/debit card: 5 to 10 business days (per issuing bank).
- PayPal: 3 to 5 business days.
- Google Pay / Apple Pay: 3 to 5 business days.
Refunds are processed exclusively to the original payment method. Be Free Tours & Transfers does not issue cash refunds or refunds to alternative accounts, except by order of a competent authority.