Cancellation and Refund Policy
Cancellation requests
All cancellation requests must be submitted in writing by email to galicia@teotours.com and/or directly to the representative handling your reservation through the WhatsApp number provided.
Cancellations and Refunds
You can cancel your reservation and request a refund within the first 24 hours after making the reservation, provided that, at the time of booking, there were more than 48 hours before the start of the experience.
After this 24-hour period, the reservation will be considered confirmed and will be non-refundable, except in the cases expressly provided for in this policy.
When a reservation is eligible for a refund, only the non-recoverable fees and charges generated by the original transaction will be deducted from the refund amount,, including, where applicable, payment processing fees, bank transfer fees, and currency conversion charges.
These charges may vary depending on the payment method, currency, financial institution, and characteristics of each transaction. Therefore, the exact amount of any deduction will be determined at the time the refund is processed.
Date Changes
After the first 24 hours, the reservation will be non-refundable. However, date change requests submitted at least 7 days in advance may be considered, subject to availability and the policies of the providers involved.
Date changes are not guaranteed and may result in additional charges if there are fare differences, administrative fees, or penalties imposed by hotels, hot air balloon companies, or other third-party providers.
Last-Minute Reservations
Reservations made 48 hours or less before the start of the experience are non-refundable, even if the cancellation request is submitted within the first 24 hours after purchase.
Due to the proximity of the service date, any request for changes will be subject to availability.
No-Show
If you fail to appear on the day of the experience, no refund or date change will be provided, regardless of the reason that prevented you from attending.
Cancellations Due to Weather or Circumstances Beyond Our Control
If weather conditions or another event beyond our control prevent the experience from starting, you will receive a refund, less only the non-recoverable fees and charges generated by the transaction, such as payment processing fees, bank transfer fees, or currency conversion charges, where applicable.
If the experience has already begun and must be interrupted due to weather conditions or another circumstance beyond our control, a partial refund will be issued based on the services actually provided up to that point.
When any service is provided by a third party, any refund related to that service will also be subject to the terms and policies of the applicable provider.
Reservations Including Accommodation
For reservations that include accommodation, cancellation, modification, and refund conditions will be subject to the specific policies of the accommodation provider.
When the provider establishes deadlines, penalties, or conditions that differ from those set forth in this policy, the terms applicable to the booked accommodation service will prevail.
High Season
During high-demand periods, including Christmas, New Year’s, Holy Week, Easter, Day of the Dead, July, and August, reservation modifications will be subject to availability.
For accommodation, hot air balloon flights, and transportation services, we recommend requesting any modification at least 15 days in advance.
Information Provided by the Customer
TeoToursMx is not responsible for changes, additional expenses, or the inability to provide a service resulting from incorrect information supplied by the customer, including errors in first names, last names, ages, dates, or other information required to make a reservation or issue services.
It is the customer’s responsibility to verify that all information provided is correct before services are booked or issued.
Gift Cards
Purchases of Gift Cards are non-refundable.
When a Gift Card is used to book an experience, the applicable modification and cancellation conditions will be those corresponding to the date and service selected by the beneficiary.
Minimum number of travelers
The minimum booking requirement for most of our tours is 2 people. Some services are available for 1 person, as specified in the description of each experience.
Voluntary Withdrawal During the Experience
If a participant voluntarily decides, for any reason, not to participate in or continue with any activity or service after the experience has begun, this decision will be considered to have been made under the passenger’s own responsibility, and no refund will be provided for any services the passenger chooses not to use.
