Booking, cancellation and rescheduling policies
These policies explain how to book, cancel or change the date of an experience with Click — Tours y Experiencias. They exist to protect the quality of your visit and the logistics with our guides and local providers. By confirming your booking you accept these terms.
This is a courtesy translation. The binding version is the Spanish one, available at Políticas de reservación y cancelación. Our services are governed by Mexican law.
In force since September 2026. Each booking is governed by the policies published on the date it was confirmed.
1. Booking, prices and payments
- A request is not a booking. The forms on this site and WhatsApp messages are used to check availability.
- The booking is confirmed when we confirm availability in writing and receive the deposit we indicate. We then send you a summary with the experience, date, number of people, price, what is included, the meeting point and the schedule.
- Prices: experiences are priced per person, in Mexican pesos, with a minimum of 2 people. Turibus and Illuminated Villages are sold per ticket. Lodging rates are indicative and are confirmed based on date, season and availability.
- Invoicing: if you need a Mexican tax invoice (CFDI), tell us before paying; the corresponding VAT is added.
- Any service not listed in your booking summary is not included.
2. Cancellations and date changes by the client
For cancellations or changes to the activity date, the following charges apply, depending on how far in advance you tell us:
| Notice before your service | What applies |
|---|---|
| 15 days or more | Full refund of your deposit, or a date change at no extra cost. |
| 10 to 14 days | 30% of the total is retained for administrative and logistics costs. |
| 48 hours to 9 days | 50% of the total is retained. |
| Less than 48 hours or no-show | No refund and no rescheduling, because the spaces, guides and resources were already reserved for you. |
- Date changes are subject to availability.
- Right of withdrawal: if you booked remotely more than 10 business days before your service, you may withdraw at no cost within the following 5 business days, under Mexico's Federal Consumer Protection Law.
- Applicable refunds are issued through the same payment method or by bank transfer, once the payer's details are verified.
3. Groups
- A group date is blocked with a $500.00 MXN deposit.
- That deposit is non-refundable in case of cancellation.
- One single date change is allowed, subject to availability.
- Payment terms for the rest of the service, participant numbers and included services are set out in each group's proposal.
4. Itinerary changes, weather and force majeure
We operate in natural settings such as waterfalls, trails, forests and canyons, where the weather changes quickly.
- Safety first: if conditions pose a risk (electrical storms, river surges, landslides or others), we may change the route or postpone the activity.
- Cancellation by Click for force majeure: you may choose a new date or receive a 100% refund of your payment.
- Activities suspended by a provider: if a specific activity (for example a zip line, a night tour or park access) is suspended on the day for weather, safety or the provider's decision, we will offer you an alternative or refund the proportional part of that activity.
- If Click does not deliver the service for reasons attributable to us, we refund what you paid as required by law.
5. Participation requirements
- Punctuality: it is the client's responsibility to arrive on time at the meeting point. A delay of more than 15 minutes is treated as a no-show. If we choose to wait, the tour may be shortened to respect the schedules of the sites and of other visitors.
- Physical condition: if a client is not in adequate physical condition for the activity, or is under the influence of alcohol or other substances, the guide may decline service without refund, for the safety of the client and the group.
- Follow the instructions of the guide and providers at all times, use the safety gear provided and stay within marked areas.
- Wear clothing and footwear suitable for each experience; we recommend them when you book.
- If you have a condition the guide should know about for your safety, tell us before the activity.
- Minors: must take part accompanied by a responsible adult. Tastings with alcohol are only for guests over 18 and we may request identification.
- Some adventure activities have age, weight, height or health restrictions set by the provider. We share them before confirming.
- Look after your belongings during the tours and respect the natural and community setting of each site.
6. Activities with local providers and lodging
- Parks, workshops, haciendas, the Turibus, illuminated villages and lodging are run by local providers with their own rules, schedules and closures. Click coordinates your visit and accompanies you.
- If something is not delivered as agreed in your booking summary, we help you resolve it directly with the provider.
- For lodging, the hotel's own cancellation policy applies; we share it when you confirm.
7. How to request a cancellation or change
- Any cancellation or change must be sent in writing via WhatsApp to 797 116 9808, or to the email address stated in your confirmation, so the date and time are on record.
- Notice is counted from the date and time we receive your written message.
8. Photographs, complaints and claims
- If we take photographs during the experience in which you appear, we will only publish them on our channels with your authorization.
- For any complaint or claim, message us on WhatsApp at 797 116 9808. We will reply as soon as possible.
- These policies do not limit the rights granted to you by Mexico's Federal Consumer Protection Law.