Refund & cancellation
policy

1 Nature of the service

Cenotes Homún sells tourism experiences and tours with limited capacity and a reserved date (for example, cenote visits and ATV rides). Because these are date- and capacity-assigned services, the cancellation and refund conditions described below apply.

2 Prices and payment

Prices published on the English version of cenoteshomun.com are shown in US dollars and are final — they include the service fee, booking and operator coordination. These prices may differ from entry fees charged directly on site by third parties.

No prepayment is required. You reserve your spot on WhatsApp and pay cash on the day of the tour. We accept US dollars or Mexican pesos. By confirming a booking, you accept the price shown.

3 Cancellations

• Free cancellation: because no payment is taken in advance, you may cancel at no cost by letting us know before the tour date.
• Courtesy notice: we ask for at least 24 hours' notice so the spot can be released to another traveler.
• If you already paid: in the rare case a payment was made in advance, a full refund applies within 4 hours of payment, provided the tour date has not passed.

4 No-show

If you do not arrive at the agreed meeting point and time, the booking is considered used. If a payment was made in advance, it does not generate a refund or credit.

5 Service already provided

Once the tour has started or been completed, the service is considered delivered and is not refundable, even if you choose not to complete part of the activity.

6 Rescheduling

Subject to availability and requested at least 24 hours before the tour date. Each booking may be rescheduled as many times as needed at no extra charge.

7 Weather and force majeure

Cenote and ATV activities depend on site and weather conditions. If the operator must cancel for reasons outside your control (cenote closure, safety conditions, extreme weather), we will offer rescheduling or a credit for any amount paid. These circumstances do not trigger an automatic refund unless the operator cannot offer an alternative date.

8 How to cancel or reschedule

Message us on WhatsApp Business at +52 999 410 5737 with the booking name and the tour date.

9 Complaints and disputes

If anything goes wrong, we ask that you contact Cenotes Homún first so we can find a solution. Amounts corresponding to services actually provided, or to requests made outside the windows described in this policy, are not refundable, and any claim will be handled with the supporting documentation.