Reservation Policies

• Please follow the pick-up times stated on your confirmation. If pick-up time is a range of time, make sure you are there at the first time stated, the transportation will be picking up other people at other resorts and the exact time may vary.
• If the reservation is for a Shared Tour, Customer service will let you know the correct time and location one day before via mail, WhatsApp, or call.
• If the reservation is for a Private Tour be aware of the following: You just need to be at the stated time, The tour starts from the moment of your pickup and ends by returning to your pickup location for the 10-hour. Extra fees will apply otherwise.
• The Tour staff will wait up to 10 minutes for you at your hotel Lobby, meeting point, etc. After that time the vehicle will leave the hotel with no responsibility for ChichenItza.com, no refunds are applicable if this happens.
• The rates for minors are valid for children between 3 and 11 years of age. If our staff find out your children are older, they are authorized to charge extra fees.
• You may cancel your reservation up to 4 days prior to service with a 10% penalty fee.
• The only time tolerance provided is 10 min, if the client is not on the date, place, and time confirmed, the tour guide is under no obligation to wait the activity will be a no show, the amount paid wont be refundable if this happens.

• There will be no refunds for cancellations made 3 days or less prior to service.
• For cancellations please let us know at least 3 days in advance. For reservation modifications or updates, you must contact our reservations department by phone, email, or chat. Drivers are not responsible for notifications or modifications to reservations.

• These terms and conditions apply when you are buying through our website.
• ChichenItza.com acts as an intermediary of the supplier. On that note, cancellation of tickets is not possible. Unfortunately, some venues do not offer you the possibility to make changes to the ticket after your purchase, there is nothing we can do about that.

We will not assume liability for any claims, costs or expenses arising from injury to the client or third parties, accident, loss of life, loss or damage to personal property, lack of enjoyment, upset, disappointment, anguish, distress or frustration be it mental or physical resulting from the following:

• Acts or omissions caused by any party and its employees other than us.
• Illness, theft, labor disputes, mechanical failures, quarantine, government actions, weather or any other circumstance beyond our direct control.
• Changes to or cancellation of the tour services offered for any reason. ChichenItza.com reserves the right to cancel or change the travel services at its discretion, but will attempt to substitute the cancelled service with comparable ones. If a reservation must completely be canceled, ChichenItza.com liability will be limited to a refund of money paid to ChichenItza.com
• A full refund will not be granted by ChichenItza.com in situations when a service must be interrupted, postponed or cancelled for reasons beyond its control (force majeure including inclement weather, hurricanes, earthquakes, strikes, war, acts of terrorism, etc.), circumstances under which ChichenItza.com is not allowed to obtain full refund from service operators according to specific contract terms. ChichenItza.com will be entitled to up to a 10% retention upon the total amount paid by the client for his/her reservation to cover bookkeeping and administrative costs.

• The company won't be responsible for the passenger(s) personal property left behind or lost during the tour. If we are able to find an item left behind while you’re in the area, delivery fees will apply. We are also able to provide all information needed to request collection of the item so it can be shipped internationally to you, shipping costs are the responsibility of the user. Unclaimed items will be held for a maximum of 30 days, after this time they will be disposed of or donated.

By booking with ChichenItza.com you agree to all the above policies.