Cancellation Policy
Book with Peace of Mind
Travel plans can change. We get it. That's why we offer free cancellation up to 24 hours before your transfer. Reliable service operated by Total Transfer Cancun, with over 10 years of experience.
Authorized & Insured
All drivers fully certified
10+ Years Experience
Serving travelers since 2014
4.9★ Rating
Based on 5,000+ reviews
Transparent Pricing
No hidden fees ever
Our Cancellation Terms
Clear and simple. No surprises, no hidden fees.
Free Cancellation
24+ hours before your arrival
Cancel up to 24 hours before your scheduled transfer and receive a full refund. No questions asked.
Late Cancellation
Less than 24 hours
Cancellations within 24 hours of your transfer are non-refundable, as the authorized driver is already assigned and the van scheduled for your service.
No-Show
Non-refundable
If you don't arrive for your transfer without letting us know, the fare is non-refundable.
How to Cancel or Modify Your Transfer
We're here to help. Contact us through any of these channels:
- WhatsApp: Send us a message with your booking reference (this is the fastest way)
- Email: Reply to your confirmation email or write to us directly
- Phone: Call our support line — available 24/7
We'll confirm your cancellation quickly. During our service hours (8am–10pm Cancun time), you'll receive a response in less than 1 hour.
Refund Timeline
Once your cancellation is confirmed (24+ hours before), refunds are processed to your original payment method:
- Credit/Debit cards: 5–7 business days
- Cash deposits: We'll coordinate a refund method with you
Note: PayPal is not available. We only accept credit/debit cards or cash.
Need to Reschedule?
Changed your flight or hotel? No problem. Let us know at least 24 hours before your original pickup:
- New date or time: Notify us 24 hours in advance and we'll reschedule at no extra charge. If your new transfer is during night hours (10 PM – 6 AM), a 50% extra charge applies due to night operational costs.
- Different destination: We'll adjust the fare based on the new distance — we'll inform you of the change before confirming
- Flight changes: Don't worry. We monitor your flight in real-time. If it's delayed, we adjust your pickup automatically. Your authorized driver will wait up to 1 hour after landing at no extra charge.
Special Situations
Sometimes things happen that are beyond your control. We understand:
- Airline cancels your flight: We'll help you reschedule your transfer to your new flight
- Medical emergencies: Contact us — we'll work with you personally
- Severe weather or natural events: Full refund if travel becomes impossible (let us know 24 hours before)
- Missed flight: If you miss your flight, notify us immediately. If the van has already arrived at the airport, a refund may not be possible.
Common Questions About Cancellations
Can I cancel my transfer for free?
Yes. Cancel up to 24 hours before your scheduled arrival and you'll receive a full refund — no questions asked.
What if I need to cancel last minute?
We understand plans change unexpectedly. However, cancellations within 24 hours of your transfer are non-refundable as your authorized driver is already assigned and the van scheduled for your service.
How do I cancel my reservation?
Just reach out via WhatsApp (fastest), reply to your confirmation email, or call our support line. Include your booking reference and we'll take care of the rest. We're available 24/7.
When will I receive my refund?
Refunds (for cancellations 24+ hours in advance) typically take 5–7 business days for credit/debit cards. For cash deposits, we'll coordinate a refund method with you. Note: We do not accept PayPal.
Can I change my transfer instead of canceling?
Of course. Need a different date, time, or destination? Let us know and we'll update your booking. We also monitor your flight in real-time — if it's delayed, your authorized driver will wait up to 1 hour after landing at no extra charge.
What happens if my flight gets canceled?
If the airline cancels your flight, we'll help you reschedule your transfer to your new flight at no extra cost. Just share your new flight details with us.
What if my group arrives on different flights?
Our service is designed to align with your flight number. If your group arrives on different flights, set the flight number that arrives last. Important: If flights arrive at different terminals, a $5 USD terminal fee applies for the extra pickup stop. Please inform us via email or WhatsApp at least 24 hours before your service.
What's a no-show?
A no-show means you didn't arrive for your transfer and didn't let us know. In that case, the fare is non-refundable. Please stay in contact with us — reply to our messages so we can coordinate your pickup.