Legal

Cancellation & Refund Policy

Clear, tiered rules for changes, cancellations and refunds.

Notice: This document summarises our current operating policy. The Spanish version prevails in case of discrepancy. For binding legal questions, contact legal@zama-travel.com.

Last updated: April 19, 2026

At a glance

Time before pickup Refund Fee
24+ hours 100% —
6 to 24 hours 50% 50% retention
Under 6 hours / no-show 0% Full amount retained
Flight delay or cancellation (airline fault) 100% No penalty — pickup re-scheduled or refunded

1. How to cancel or modify

  1. Reply to your confirmation email from the same address you used to book, OR
  2. Send us a WhatsApp with your booking reference (format ZT-XXXXXX) stating the change required, OR
  3. Email support@zama-travel.com with the booking reference and the change.

The effective time of the request is the time the message is received by Zama (Cancún time, UTC-5). Requests received outside business hours are processed as soon as possible; we recommend WhatsApp for the fastest acknowledgement.

2. Cancellation tiers

  • ≥ 24 hours before pickup — full refund. Processed to the original payment method within 5–10 business days.
  • 6 to 24 hours before pickup — 50% refund. The remaining 50% covers Carrier allocation and operational costs.
  • < 6 hours before pickup or no-show — no refund. The Carrier has already been dispatched and the vehicle is committed.

3. Flight delays and airline cancellations

Every airport pickup is monitored using the flight number you provided at booking.

  • Delays up to 3 hours: pickup is automatically adjusted at no extra cost.
  • Delays over 3 hours: handled case-by-case; where possible we keep the pickup at no extra cost.
  • Airline cancels your flight: 100% refund or free re-scheduling to a future date within 12 months.

Please send us a copy of the airline's delay / cancellation notice by WhatsApp or email when requesting the adjustment.

4. Force majeure

If a transfer cannot be performed due to force majeure (hurricane, flood, earthquake, civil unrest, regulatory lockdown, etc.) we will offer, at your choice, a full refund minus a 10% administrative retention, or a re-scheduling to a future date within 12 months with no fee.

5. Modifications (date, time, vehicle, passengers)

  • Date / time changes: free up to 6 hours before pickup, subject to Carrier availability.
  • Hotel / pickup address change inside the same zone (e.g. Hotel Zone → Hotel Zone): free up to 3 hours before pickup.
  • Route change to a new zone (e.g. Cancún → Tulum instead of Playa del Carmen): price difference may apply based on the current tariff.
  • Increase in passenger count that requires a larger vehicle: price difference applies.

6. Refund method and timing

  • Refunds are issued to the original payment method.
  • Card refunds: 5–10 business days to appear on your statement (varies by bank).
  • PayPal refunds are sent back to the original PayPal payment method after approval.
  • Currency conversion differences are not Zama's responsibility.

7. No-show policy

  • Airport pickup: the driver waits up to 90 minutes after your flight lands. If you don't appear or cannot be contacted, the booking is marked as no-show.
  • Hotel pickup: the driver waits 15 minutes after the scheduled time, after which the booking is marked as no-show.
  • Before a no-show is finalised, our team attempts contact on the WhatsApp and phone on file.

8. Chargebacks

If you believe there is an error or missing service, please contact us first. Initiating a chargeback without giving Zama the opportunity to resolve the issue may result in the loss of the right to a refund per this policy, and in the permanent suspension of the booking account.

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