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Last updated: October 20, 2026
This policy applies to bookings of private transfers, tours and yachts made on Directo Tours and Directo Transfers.
1. Free cancellation
You can cancel at no cost and get a full refund if you ask before this deadline (Cancún time):
- Transfers: at least 24 hours before the service time.
- Tours: at least 72 hours before the service.
- Private yachts: at least 72 hours before the service.
Tours and yachts have no fixed time when booked: the deadline counts from 8:00 a.m. on the day of the service. For a transfer that has no time yet (because you haven't given us your flight and hotel), it counts from 12:00 a.m. that day.
For a round-trip transfer, the deadline counts separately for each leg. If your booking has several services, each one follows its own deadline.
2. Late cancellation
If you cancel a transfer with less than 24 hours to go, or a tour or yacht with less than 72 hours, there is no refund for that service.
3. How to cancel
Write to us on WhatsApp at +52 984 218 2623 or through the Contact page with your booking number. The cancellation counts from the time we receive your message. We confirm by email once it is cancelled.
4. Changing the date
You can change the date of your tour, yacht or transfer (and for transfers, the time as well) from the "My booking" page, at no cost, as long as:
- there are at least 48 hours left before a tour or yacht, or at least 24 hours before a transfer, and
- there is space on the new date.
The price stays the same. After that deadline the date can no longer be changed on the site; write to us and we'll do our best, with no guarantee.
5. Transfer insurance
If you added the transfer insurance ($6 USD per booking) when booking your transfer, you can change the date and time at no cost from "My booking" even with less than 24 hours to go, and even up to 24 hours after the pickup time if you missed the transfer. The insurance does not give a right to a refund and its cost is not returned; cancellations with a refund follow the deadlines in point 1.
6. Refunds
- Refunds go to the same card or payment method you paid with, through Stripe. We don't refund in cash or to another account.
- Refunds are made in Mexican pesos, for the same amount that was charged. If your bank charged you in another currency, exchange-rate differences or your bank's fees do not depend on us.
- We let you know by email when we send it. Your bank may take 5 to 10 business days to show it on your statement.
- If you paid with a discount code, the refund is for what you actually paid.
7. If we or the operator cancel
If the service cannot take place because of bad weather, a port closure, a vehicle or boat breakdown, or any cause on our side or the operator's, you can choose between changing the date at no cost or a full refund.
8. No-shows
If you don't arrive at the meeting point or aren't ready at the agreed time and didn't let us know, the service counts as provided and there is no refund. For airport transfers, the pickup rules in the Terms and conditions apply. At hotels and meeting points, the driver or guide waits up to 15 minutes after the agreed time.
9. Flight delays (airport transfers)
We track your flight with the number you give us. If your flight is delayed, the driver adjusts the time at no cost. From the moment your flight is on the ground there is 1 hour for the pickup; after that, extra waiting time is charged. If your flight is cancelled or moved to another day, write to us: with the transfer insurance you can move it yourself from "My booking". If you don't give us your flight number and hotel after paying, we cannot guarantee the service.
10. Contact
WhatsApp +52 984 218 2623 · the site's Contact page