Refunds & Cancellation Policy
Refunds are processed based on the terms associated with the rates or services purchased. The following outlines important details regarding refunds:
Customers requesting a full or partial refund for services or products purchased directly through ViajeMexico.com.mx will be subject to the specific terms and conditions of the purchased rates or services, as outlined at the time of purchase. The response time for refund requests will vary depending on the service or provider. ViajeMexico.com.mx is not responsible for third-party service providers who do not authorize refunds in accordance with their respective cancellation and refund policies.
Please note that the administrative fee is non-refundable. A processing fee will be applied to the refund request based on the purchased product. Refunds will be credited only to the original payer for services. Once approved, refunds will be processed to the same payment method used for the initial purchase, and may take between 30 to 45 business days, depending on the completeness of the information provided by the customer and approval from ViajeMexico.com.mx’s refund department.
How to Submit a Cancellation and Refund Request
To submit a cancellation and refund request, please ensure all necessary fields are completed and supporting documentation is provided:
- Copy of the payer’s identification.
- Copy of the bank statement showing the payment method used for the purchase (expired statements or references will not be accepted).
- Copy of the service proof for the service being refunded.
In cases of force majeure, please include:
- Copy of the passenger’s identification.
- For illness (traveler or immediate family): Medical history.
- For death: Death certificate.
- If applicable, a copy of the civil registry to confirm the first-degree familial relationship.
If you purchased a flight directly with the airline, please visit their website for specific instructions on requesting cancellation and refund.