This policy governs the conditions applicable to reservations made through this website (hereinafter, the “Site”), operated by Rubén Germán Sánchez López, doing business under the trade names “Awesome Flight Cozumel” and “ziplinecozumel.com” (hereinafter, the “Company”).

By making a reservation, the client expressly accepts this policy, which forms an integral part of the purchase process.

Last updated: 01/08/2026

General Considerations

• All activities are subject to availability.
• Policies may vary depending on the type of activity, the operator, and the selected payment method.
• For activities operated by third-party providers, the service operator may apply additional or different policies than those described herein.
• In most cases, the Company acts as a reservation platform and intermediary; therefore, certain amounts and decisions may depend directly on the third-party operator.

Cancellations and Refunds

Cancellation and refund policies apply exclusively to the deposit paid at the time of booking. Any remaining balance, if applicable, is governed solely by the terms and conditions established by the service operator.

The deposit amount and payment conditions will be clearly indicated during the reservation process, prior to confirming the booking.

Reservations may be canceled under certain conditions.

A cancellation does not automatically imply a refund.

Any refund eligibility depends on the time of cancellation, the time elapsed since purchase, and applicable fees.

Cancellation 24 Hours or More Before the Activity

Reservations may be canceled up to 24 hours before the scheduled activity.

If the cancellation request is submitted within 60 days of the original purchase date, the deposit may be refunded minus a non-refundable processing fee.

If the cancellation request is submitted after 60 days from the purchase date, the reservation may still be canceled; however, no refund will be issued.

Non-Refundable Processing Fees

The non-refundable processing fee corresponds to the payment processing fees charged by the payment provider, which are not returned under any circumstances. These fees typically include:

• 3.6% of the deposit amount + MXN $3.00 per successfully processed transaction for domestic cards,
• + 0.5% for international cards, and
• + 2% if currency conversion is required, when applicable.

These percentages are indicative and may vary depending on the payment method, card type, or changes implemented by the payment provider.

These fees are retained by the payment networks and the payment provider and are not refunded to the Company in the event of a cancellation.

Cancellation Less Than 24 Hours Before the Activity

Cancellations requested within 24 hours of the scheduled activity are not accepted.

The deposit is non-refundable, regardless of the purchase date.

Failure to Show Up for the Activity (No-Show)

The deposit is non-refundable, regardless of the reason. Any remaining balance will be subject to the terms and conditions established by the service provider.

How to Cancel a Reservation or Request a Refund

All cancellation and refund requests must be submitted in writing.

To cancel a reservation or request a refund, the customer must send an email to support@ziplinecozumel.com including:

• Full name used for the reservation
• Booking reference number
• Activity name and scheduled date
• Clear indication of whether the request is for a cancellation, a refund or both.

The date and time the request is received in the indicated email inbox will be used to determine eligibility based on the applicable cancellation and refund conditions.

Requests submitted through social media, messaging apps, phone calls, or verbal communication will not be considered valid.

Refund Method and Processing Time

Approved refunds will be processed using the same payment method used for the original reservation.

Processing times may vary depending on the banking institution or payment provider.

The Company is not responsible for delays attributable to third parties.

Weather Conditions, Safety, and Force Majeure

The activities offered are outdoor activities and may be affected by weather conditions, force majeure events, or orders from competent authorities.

Activity Suspension

Light rain or moderate conditions do not automatically result in the cancellation of an activity.

Activities may be suspended when conditions compromise safety, including but not limited to:

• Electrical storms
• Official instructions from authorities (e.g., Port Authority)
• Environmental conditions deemed risky
• Any situation assessed as dangerous by the service operator

Operational Decision

The final decision regarding the suspension, rescheduling, or cancellation of an activity rests exclusively with the service operator and, when applicable, with the competent authorities.

Rescheduling

When an activity is suspended due to weather, safety, or force majeure reasons:

• The first option will be to reschedule the activity for an alternative date, at no additional cost charged by the Company.
• Rescheduling is subject to availability and the duration of the client’s stay.

Refunds Due to Suspension

If the activity cannot be rescheduled during the client’s stay and no viable alternative exists:

• Any applicable refund shall be limited exclusively to the amount paid online to the Company (deposit), minus any non-refundable payment processing fees.
• Any amount paid directly to the third-party operator or payable on-site shall be subject solely to the policies and decisions of the service operator, with no liability whatsoever for the Company.

Refund Exclusions

Except in cases of activity suspension due to weather, safety, or force majeure, no refunds of the deposit will be issued in the following cases:

• Late arrival or failure to show up for the activity
• Voluntary abandonment of the activity
• Failure to follow safety instructions
• Medical or physical conditions not previously disclosed
• Refusal to sign waivers or releases required by the operator
• Inappropriate or risky conduct by the client

Changes to Reservations

Change requests are subject to different conditions than cancellations and refunds.

All requests for reservation changes must be submitted in writing and are subject to availability.

To make a reservation change the customer must send an email to support@ziplinecozumel.com including:

• Full name used for the reservation
• Booking reference number
• Activity name and scheduled date
• The requested change

Change requests must be received at least 48 hours before the scheduled activity.

Requests submitted within 48 hours of the activity will not be accepted.

A reservation change does not reset the original purchase date and does not extend or modify any applicable cancellation or refund timeframes.

If a requested change cannot be accommodated due to availability or operational reasons, the Company reserves the right to treat the request as a cancellation, subject to the applicable cancellation and refund conditions.

Policy Modifications

The Company reserves the right to modify this Cancellation and Refund Policy at any time.
Any modifications shall take effect upon publication on the Site.

Acknowledgment

By completing the booking, the customer confirms having read and agreed to this Cancellation and Refund Policy.

Contact

For any questions related to this policy:

Company: Awesome Flight Cozumel
Email: support@ziplinecozumel.com
Country: Mexico