OUR CANCELLATION POLICIES.
- Full refund cancellation + 24 hours according to pick up time
- No refund cancellation – 24 hours according to pick up time
- No show by customer = no refund
- Bad weather No refund
- Full refund in case We cannot to do the tour according to no show guide, not available vehicles, the place is closed or any situation that We cannot to do the tour
- The refund is by the same way You do the payment. Sometimes it can take some days.
Policys.
- We have local, non-certified guides at the agency. Although we also work with certified guides, we only use them in cases of high demand. If you would like to take the tour with a certified guide, please contact us to adjust the cost.
- The half our local guides doesn’t speak a perfect english. We are not native english speakers.
- We have our own vans/trucks from 2024 and new cars from 2025. We are currently remodeling our fleet. However, the vast majority of our hosts still use 2020-2023 model years. These vehicles must be in good condition: air conditioning that cools and heats, comfortable seats, and functioning seatbelts. If this isn’t the case, or if you notice anything you don’t like, please contact us immediately.
- The traffic in Mexico City is very variable and unpredictable. Although our priority is to be punctual, your guide will inform you about the approximate arrival. The pick-up can be in some situations of very heavy traffic or another situation from 10 to 40 min.
- In case of having back problems and for walking, please inform to the tour guide.
- Your guide or driver must contact you at least 1 hour before the pick up time. If this is not the case, please contact us. There may be last-minute changes to the guide and/or driver for various reasons. We will inform you when this happens..
If you require extra time it has an extra cost.
- Every extra hour has an extra cost of $800 mxn (40 usd). It starts from minute 1
- If your accommodation is located in the historical center it means the pick up and drop off meeting point can be changed to be easier and faster. Please note that closed streets and heavy traffic due to protests and/or events are very common.
- Your drop off can be at some other address within cdmx, even at the Benito Juárez airport
- The return time usually takes longer than the start time due to afternoon rush hours traffic
- Your pick up can be at the Airport but this is not an airport service. It means your pick up Will be at the área where vehicles is picking up the people. Door 3 in Terminal 2 or Door 7 in Terminal 1. It means that We wait for you maximun 10 minutes. In case of delay it applies extra cost, 30 usd every hour
- In the event of a car mechanical issue on our way to go to our destiny or on our way to return back and the vehicle is unable to move forward and the wait time has exceeded half an hour, we will initiate the protocol to arrange return transportation. Refunds only possible if we are unable to reach the tour destination.
- In the event of a car accident, we will not be able to move from the place due to our car insurance protocol until we arrange with our insurance company. If this happens before the start of the tour, we will take care of the returning to your home and making the corresponding refund. In case it happens after the tour, we will take care of the return to your accomodation and it can take more time.
- Some prices are special for babies or kids. Babies= 0-3 years old. Kids/children 4-12 years old. After 13 years old the price is for an adult. In case is detected that the age does not correspond to the purchased ticket, we will charge a balance payment to you for the corresponding age at the beginning of the tour. Some tours like Lucha Libre or Tolantongo Hotsprings over 5 yearls old is adult cost.
- Any touristic place is 100% accesible for wheelchairs or strollers.
- Damage is prohibited to the private transportation including excessive littering and slamming doors. If this happens, compensation will be charged at the moment of this situation with a minimum amount of $500 mxn (34 usd).
- OUR TOURIST HOSTS DOESN’T HAVE PREJUDICES OF ANY NATURE SO YOU CAN BE FREE TO BE YOU
- Offences against the tourist operator and/or host are prohibited. For this reason, the tour will be canceled and no refund will be given.
- It is prohibited to take the tour under the influence of alcohol and/or drugs
- Please, if you are sick You need to wear a facemask. The guide can request it for personal health.
- We receive dollar payments, MXN to USD= 1 USD = $15 mxn and
- We exchange USD to MXN= 1 USD = 17 mxn
- The payments with card has an extra commission of 6%
- The extra and pending payments are required before the starting of the tour.
- It is important to know that a photo will be taken as evidence of the tour for the booking platform. Subsequently, We will ask you if we can use that photo for our social media