Cancellation & Refund Policy
Draft — pending final review by the owners.
⚠️ This document is a reference draft. It must be reviewed and approved by Palenque 5 Estrellas before it is considered final.
Reservations are confirmed with full online payment. Upon confirmation, a payment reference is issued and final coordination —exact time, transport pickup point and logistics— is handled via WhatsApp.
Cancellation by the customer
- More than 7 days in advance: 100% refund or free rescheduling, subject to availability.
- Between 3 and 7 days before: 50% refund or free rescheduling.
- Less than 72 hours in advance: non-refundable; one single rescheduling is allowed, subject to availability.
Cancellation by the palenque
In the event of force majeure or insufficient minimum capacity for open-group experiences, we offer rescheduling or a 100% refund.
Add-ons
Add-ons (transport and food) follow the policy of the experience they were booked with.
Refunds
Refunds are issued to the same payment method used. The time it takes to appear depends on your bank and on MercadoPago.
Contact
For cancellation or rescheduling requests, message us on WhatsApp at +52 56 4905 0099 or at info@palenque5estrellas.com with your payment reference.