Legal
Cancellation & refund policy
Cancel at no cost up to 24 hours before pickup and we refund 100%. Here are the details, including the less common cases.
Last updated:
The short version
- More than 24 hours before pickup: free cancellation, 100% refund.
- Within the last 24 hours: no automatic refund. Message us — we can almost always reschedule at no cost.
- No-show: no refund.
- If we cancel: 100% refund, always.
The 24 hours are counted against the pickup time shown on your confirmation, in Cancún local time (UTC−5, no daylight saving).
How to cancel
Message us on WhatsApp at +52 998 670 1162 or email hola@alltransfers.mx with your booking reference and the name you booked under. We confirm the cancellation in writing.
A cancellation takes effect when we confirm it, not when you send it. If you have not heard back within a few hours, follow up — do not assume it went through.
Within the last 24 hours
By then a vehicle and driver are already assigned to your flight, so there is no automatic refund. Message us anyway: in practice we almost always move the transfer to another date or time at no cost, subject to availability, and we look at genuine emergencies case by case.
If your flight is delayed, changed or canceled
A delay is not a cancellation: we track your flight and your driver waits, at no extra charge. You do not need to do anything.
If your airline reschedules you to another day or time, send us the new flight number and we move the transfer at no cost, even inside the 24-hour window.
If your flight is canceled and the trip does not happen, we refund 100% even inside the 24-hour window. We only ask for the airline’s confirmation.
When we cancel
If we cannot provide the service for any reason — operational, mechanical, weather or a road closure — we tell you as soon as we know and you choose: we arrange an equivalent vehicle at no extra cost to you, or we refund 100% of what you paid. We never leave you with less service than you bought.
Round trips
On a round trip you can cancel just the return leg. Cancel it more than 24 hours ahead and we refund the difference between what you paid and the current one-way fare for that route — not half the total, because round trips are sold at a discount. If you paid with a coupon, the leg you did use is charged at the current one-way fare with the same 10% discount.
How and when the refund arrives
Refunds go back to the method you paid with, through the same processor that took the payment: Mercado Pago if you paid by card, PayPal if you paid with PayPal, Stripe if you paid with Apple Pay or Google Pay. We do not refund in cash or to a card other than the one originally charged.
If you paid in cash (OXXO or Paycash stores) or by SPEI bank transfer, we refund you by SPEI bank transfer to the bank account you give us, for the same amount in Mexican pesos.
We start the refund within 2 business days of confirming your cancellation. After that the timing is your bank’s: 5 to 20 business days to show on your statement is normal.
The refund is made in the currency of the original charge. If you paid by card, Apple Pay or Google Pay it was in Mexican pesos, and we return the same MXN amount that was charged; if your card is in another currency, the amount credited may differ from the original charge — that is set by your bank’s exchange rate on each date, not by us. If you paid with PayPal it was in US dollars, and we return the same USD amount.
Contact
Any question about a cancellation or a refund, message us on WhatsApp or email hola@alltransfers.mx. We reply fast, day or night.