Cancellation Policy
Last updated: November 2026 · Part of our Terms and Conditions
This policy explains what happens if you cancel your booking, if we or the owner have to cancel it, and what happens in a hurricane or other event outside anyone’s control. It summarizes and applies sections 5, 7, 8, 9 and 14 of our Terms and Conditions. If anything here differs from the Terms, the Terms prevail.
Standard policy at a glance (for properties without their own policy; see sections 4 and 5)
- 60+ days before arrival: 100% of what you paid is refunded
- 30 to 59 days before arrival: 50% of what you paid is refunded
- Under 30 days or no-show: no refund, unless the property is rebooked
1. Which policy applies
Each property may have its own cancellation policy. We tell you that policy before you pay, and it appears in your written booking confirmation. If your confirmation states a property policy, that policy applies. If it does not, the standard policy in section 3 applies. Our Punta Mita villas (section 4) and our Riviera Maya, Puerto Vallarta and Ixtapa properties (section 5) have their own policies.
Rates marked “non-refundable” are clearly stated before payment and are not refunded on cancellation.
2. Your deposit and payments
- Deposit: after we approve your request, we ask for a deposit, usually 50% of the total price. The exact percentage depends on the property and is stated in your quote. Your booking is confirmed once we receive the deposit and send you a written confirmation.
- Balance: due before arrival, on the date shown in your confirmation (normally 30 to 90 days before). If you book closer to arrival, we may ask for full payment.
- Missed balance payment: if the balance is not received by the agreed date, we will remind you and give you 3 calendar days to pay. If it is still unpaid, the booking may be cancelled and treated as a cancellation by you under section 3, based on the date of cancellation.
- Security deposit: all security deposits are refundable. The security deposit is separate from your booking deposit and is not affected by cancellation penalties. After check-out it is returned in full, or with an itemized list of any deductions for damage, as described in section 6 of the Terms. Because of payment platform release times, a refund to a credit or debit card may take up to 30 days; a refund by bank transfer may take up to 15 days.
3. If you cancel: standard policy
Unless your confirmation states a different property policy, refunds depend on how far ahead of your check-in date we receive your cancellation:
| Cancellation notice (before arrival) | Refund |
|---|---|
| 60 days or more | 100% of the amount paid, no penalty |
| 30 to 59 days | 50% of the amount paid |
| Less than 30 days, or no-show | No refund, unless the property is rebooked for the same dates |
Refunds are calculated on the amount you have paid at the time you cancel, which includes your deposit.
Example. A stay costs USD 10,000 and you paid a 50% deposit of USD 5,000. If you cancel 75 days before arrival, you get USD 5,000 back. If you cancel 45 days before arrival and have paid only the deposit, you get USD 2,500 back; if by then you have also paid the balance, you get USD 5,000 back. If you cancel 20 days before arrival, there is no refund unless the property is rebooked. (Illustrative figures only.)
4. Punta Mita villas
Our Punta Mita villas (El Encanto, Villa Marlago, Kupuri 24 and La Punta Estate) have their own cancellation policy, which replaces the table in section 3. It is stated in your rental agreement and confirmation.
| Cancellation notice (before arrival) | Refund |
|---|---|
| More than 90 days | What you paid, less a cancellation penalty of 20% of the total rental price |
| 90 days or less, or no-show | No refund, unless TripInTravel rents the villa again for the cancelled dates. In that case we refund what you paid, less a penalty of 20% of the total rental price |
| Bookings during holiday seasons: Christmas and New Year, Easter week | Non-refundable at any time. The booked nights cannot be moved to other dates |
The 20% penalty is not refundable. Independent cancellation insurance is strongly encouraged. Sections 8 and 9 (cancellation by us or the owner, and hurricanes) also apply to these villas.
5. Riviera Maya, Puerto Vallarta and Ixtapa villas
Our properties in the Riviera Maya (including Tulum and Playa del Carmen), Puerto Vallarta and Ixtapa–Zihuatanejo have their own cancellation policy, which replaces the table in section 3. It is stated in your rental agreement and confirmation.
| Cancellation notice (before arrival) | Refund |
|---|---|
| 60 days or more | 100% of the total rental fee paid |
| Less than 60 days, or no-show | No refund |
Open travel credit: for any cancellation, including less than 60 days before arrival, you may choose an open credit for a future stay instead of a refund, for the full amount you paid. Travel credits are valid for 24 months from the cancellation date, at any of our properties, subject to availability and the rates in force when you rebook.
Sections 8 and 9 (cancellation by us or the owner, and hurricanes) also apply to these properties.
6. How to cancel
- Send your cancellation in writing to [email protected] or by WhatsApp to +52 81 2733 0407, including your name and booking dates.
- The date we receive your message is the date that counts for the table above.
- We will confirm receipt of your cancellation in writing.
7. Changes, rebooking and other cases
- Rebooking: if the property is rebooked for the same dates, we will refund what is recovered, less documented rebooking costs.
- Changing dates: you can ask to change your dates, guests or services. Changes depend on availability and the owner’s approval, and may change the price. Moving to later dates does not cancel the policy that applied to your original booking unless agreed in writing.
- Late arrival or early departure: arriving late or leaving early does not entitle you to a refund for unused nights.
- Serious breaches: if a stay is ended because of a serious breach of the house rules (section 10 of the Terms), the remaining nights are not refunded.
- Additional services: services such as a private chef, groceries or transportation are provided by third parties and have their own cancellation conditions, which we give you before you book them.
8. If we or the owner cancel
If, for reasons beyond your control, the property cannot be provided as booked, we will tell you as soon as we know and you may choose:
- an alternative property of equal or higher category and features, at no extra cost, or
- a full refund of everything you paid.
When the failure is attributable to TripInTravel or the owner, you will also receive the compensation required by Mexico’s Federal Consumer Protection Law (Ley Federal de Protección al Consumidor), which will be no less than 20% of the price paid for the service not provided.
9. Hurricanes and force majeure
Many of our destinations are on hurricane coasts. The official hurricane season runs from June 1 to November 30 in the Caribbean (Tulum, Playa del Carmen, Riviera Maya) and from May 15 to November 30 on the Pacific (Punta Mita, Puerto Vallarta, Ixtapa, Zihuatanejo).
Force majeure means unforeseeable or unavoidable events such as hurricanes, earthquakes, floods, epidemics, government orders or airport closures. Neither you nor we are liable for failures they cause.
- If the property cannot be provided (for example, it is damaged or unsafe after a storm), section 8 applies: you choose an alternative property of equal or higher category at no extra cost, or a full refund of what you paid.
- If the event prevents your trip (for example, an official evacuation order for the destination, or the closure of the arrival airport on your travel dates), we will work with you in good faith to move your dates or find an alternative property. If that is not possible, we will refund what you paid less non-recoverable costs we can document.
- Forecasts and weather alone (rain, sargassum, sea conditions, or a storm forecast that does not lead to one of the events above) are not force majeure, and the cancellation table that applies to your booking (section 3, 4 or 5) applies.
We strongly recommend travel insurance that covers cancellation, including for weather and illness.
10. How refunds are paid
- Refunds are made to the original payment method within 15 business days of approval. Card refunds may take longer to appear depending on your bank.
- Bank and international transfer fees are paid by the party that incurs them.
11. Questions and complaints
For any question about a cancellation, write to [email protected] or WhatsApp +52 81 2733 0407. We reply to complaints within 5 business days. You may also contact Mexico’s Federal Consumer Protection Agency (PROFECO): +52 55 5568 8722 / 800 468 8722 (from Mexico), or online through Concilianet. Nothing in this policy limits your rights under Mexican consumer protection law.
This English version is a translation for convenience. If there is any difference, the Spanish version prevails.