The following policies apply to all reservations made for tours, activities, and packages operated by [Your Company Name].

1. Cancellation by the Client

Cancellation requests must be submitted in writing to the following email address: servicioalcliente@xikbal.com. The date of receipt of this email will be the reference point for applying the corresponding policy.

Notification Period (Days before the activity)Cancellation FeeRefundAdditional OptionsMore than 7 days0%100% of the amount paid. Rescheduling at no cost (subject to availability).From 3 to 7 days25%75% of the amount paid. Rescheduling with an administrative fee of 10% of the total.Less than 72 hours (3 days)50%50% of the amount paid. Rescheduling does not apply.Less than 24 hours100%0% (Non-refundable). Rescheduling does not apply.

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2. No Show

Failure by the client to appear at the meeting point at the scheduled time and without prior notification is considered a "No Show."

• Penalty: A cancellation fee of 100% of the total reservation cost will apply.
• No refunds or rescheduling options apply.

3. Customer Delay

Clients are allowed a maximum delay of 15 minutes at the meeting point for the start of the tour. If the client arrives after this time and the group has already departed, they will be considered a no-show (100% loss of the amount paid).

4. Cancellation due to Force Majeure (Operator)

[Your Company Name] reserves the right to cancel or modify the activity due to force majeure, weather, or security reasons.

• Reasons: Dangerous weather conditions (tropical storm, hurricane, heavy rains preventing safe operations), port closures, or major operational failures.
• Option 1: Rescheduling. Customers are offered the option to reschedule the activity for a future date of their choice (subject to availability) at no additional cost.
• Option 2: Refund. If rescheduling is not possible or the customer prefers, a full refund (100%) of the funds paid will be issued.

5. Refunds

• Processing Time: Approved refunds will be processed within 10-15 business days from the cancellation confirmation date.
• Payment Method: Refunds will be issued using the same payment method used for the original purchase (credit card, bank transfer, etc.).
• Bank Fees: The Company is not responsible for any fees or exchange rate fluctuations that may be applied by the client's banking institutions during the refund process.

6. Health or Age Restrictions

If a client makes a reservation and at the starting point of the activity it is determined by the certified guide that their health condition or age is not compatible with the safety requirements of the activity (e.g. advanced pregnancy, recent surgery, motor disability for certain adventure activities), and this condition was not previously notified at the time of booking:

• You will be denied participation for your safety.
• A 25% administrative fee will be applied, and the remaining 75% will be refunded. Note: This does not apply if the restriction was clearly stated in the tour description and the client ignored it.