Cancellation, changes and waiting time policy

We want you to book with peace of mind. These rules apply to every booking made at pitahayacancun.com. If anything changes on your trip, message us as early as you can: we can almost always find a solution.

Last updated: September 20, 2026

1. Cancellation and refunds

You can cancel free of charge up to 24 hours before your scheduled pickup time and you will receive 100% of what you paid online.

With less than 24 hours' notice the booking can no longer be cancelled and no refund is given, because by then your vehicle and driver are already reserved for you.

To cancel, message us on WhatsApp at +52 984 157 7279 or email pitahayatransfers@gmail.com with your booking ID (Ride ID). Your request counts from the moment we receive it.

Refunds go back to the same payment method you used. We process them right away, but your bank may take 5 to 10 business days to show them.

2. Changes to date, time, flight or hotel

You can change the date, time, flight number, hotel or address up to 12 hours before pickup, free of charge and subject to availability.

With less than 12 hours' notice we will do our best to accommodate the change, but we cannot guarantee it.

If a change involves a different route or vehicle, we will confirm any price difference before applying it.

3. Included waiting time

• Airport arrivals: 60 minutes of waiting included, counted from your flight's actual landing time (not the scheduled time).
• Pickups at hotels, homes or other addresses (including the return trip to the airport): 20 minutes of waiting included, counted from the agreed time.

After the included time, your driver will try to reach you. If you ask us to keep waiting, we can do so for $150 MXN per additional 30 minutes, up to a maximum of 60 extra minutes. If we cannot reach you, the service is treated as a no-show.

4. Flight delays and changes

So that we can track your flight, we need the correct flight number when you book. If we don't have it, the wait is counted from the scheduled landing time.

• Delays of up to 3 hours: we adjust to your new arrival time at no charge. An airline delay is not your fault and we do not charge for it.
• Delays of more than 3 hours: we reschedule your pickup based on vehicle availability, also without charging for the delay. If we cannot serve you at the new time, we refund 100%.
• Early arrival: we will try to move your pickup earlier, with no guarantee; in any case your service is ready at the time you booked.
• Flight cancelled by the airline: we reschedule at no cost or refund 100%, with the airline's proof of cancellation.

Please let us know about any flight change on WhatsApp so we can coordinate your driver better.

5. No-show

If you do not show up within the waiting times and we cannot reach you, the service is treated as a no-show and is not refunded.

6. On-time guarantee

If Pitahaya Transfers fails you (the driver does not show up, or arrives more than 30 minutes late without notifying you), we refund 100% of what you paid and give you a 20% credit of the service value toward your next booking, valid for 12 months.

The guarantee does not apply when a delay is caused by incorrect booking information, an act of God or force majeure. To claim it, write to us within 7 days after the service, with your booking ID.

7. Force majeure

If extreme weather, road blockades, authority decisions or other events beyond our control prevent us from providing the service, we reschedule at no cost or refund 100%.

8. How to reach us

WhatsApp: +52 984 157 7279 · Email: pitahayatransfers@gmail.com. Always include your booking ID (Ride ID) so we can help you faster.

See also: Terms and conditions · Privacy notice