Last Updated: June 15, 2024
At CedulaNetix, we want you to be completely satisfied with your cultural experience bookings. This Refund Policy outlines the conditions under which we issue refunds for our cultural experiences and workshops. Please read this policy carefully before making a booking.
1. Standard Cancellation and Refund Policy
Our standard cancellation and refund policy for all cultural experiences and workshops is as follows:
Full Refund (100%)
- Cancellations made 48 hours (2 days) or more before the scheduled start time of the experience
- If CedulaNetix cancels the experience for any reason (such as insufficient participants, instructor illness, or weather conditions)
Partial Refund (50%)
- Cancellations made between 24-48 hours (1-2 days) before the scheduled start time of the experience
No Refund (0%)
- Cancellations made less than 24 hours (1 day) before the scheduled start time of the experience
- No-shows (failure to attend without prior notification)
- Late arrivals resulting in missing a significant portion of the experience
- Participants who are asked to leave due to disruptive behavior, intoxication, or failure to follow safety instructions
2. Special Event and Premium Experience Refund Policy
For certain special events, seasonal experiences (such as Day of the Dead experiences), or premium packages that require advance preparation or have limited availability, a different refund policy may apply:
Full Refund (100%)
- Cancellations made 7 days or more before the scheduled experience
- If CedulaNetix cancels the experience for any reason
Partial Refund (50%)
- Cancellations made between 3-7 days before the scheduled experience
No Refund (0%)
- Cancellations made less than 3 days before the scheduled experience
- No-shows or late arrivals
The applicable refund policy will be clearly indicated on the booking page for each experience.
3. Group Bookings Refund Policy
For group bookings of 6 or more participants:
Full Refund (100%)
- Cancellations made 14 days or more before the scheduled experience
- If CedulaNetix cancels the experience for any reason
Partial Refund (75%)
- Cancellations made between 7-14 days before the scheduled experience
Partial Refund (50%)
- Cancellations made between 3-7 days before the scheduled experience
No Refund (0%)
- Cancellations made less than 3 days before the scheduled experience
- No-shows or late arrivals
4. How to Request a Refund
To request a refund, you must contact us as soon as possible through one of the following methods:
- Email: bookings@cedulanetix.com with the subject line "Refund Request"
- Phone: +443421785246 during our business hours (Monday-Friday, 9:00 AM - 6:00 PM GMT)
- Through your account: Log in to your CedulaNetix account and navigate to "My Bookings" to cancel your reservation
When requesting a refund, please provide the following information:
- Your booking confirmation number
- The name of the experience
- The scheduled date and time
- The reason for cancellation
5. Refund Processing
Once your refund request is approved:
- Refunds will be processed back to the original payment method used for the booking
- Standard refunds are typically processed within 5-7 business days
- The time it takes for the refund to appear in your account depends on your payment provider or bank and may take an additional 3-10 business days
You will receive an email confirmation once your refund has been processed.
6. Rescheduling as an Alternative to Refunds
As an alternative to cancellation and refund, we offer the option to reschedule your experience, subject to availability:
- Rescheduling requests must be made at least 24 hours before the scheduled experience
- You may reschedule once at no additional cost if the request is made within the timeframe for a full refund
- Rescheduling requests made within the timeframe for a partial refund may incur an administrative fee of $25
- Rescheduling is subject to availability of the requested experience on alternative dates
To reschedule, please contact us using the same methods outlined in Section 4.
7. Cancellations by CedulaNetix
CedulaNetix reserves the right to cancel any experience due to circumstances beyond our control, including but not limited to:
- Adverse weather conditions that may affect safety
- Instructor illness or unavailability
- Insufficient number of participants
- Venue issues or closures
- Local emergencies or governmental restrictions
In the event that we cancel an experience:
- You will be notified as soon as possible via email and/or phone
- You will be offered the choice of rescheduling for another date or receiving a full refund
- If you opt for a refund, it will be processed within 3-5 business days
8. Travel Insurance Recommendation
We strongly recommend that customers, especially those traveling from outside Mexico to participate in our experiences, obtain comprehensive travel insurance that includes coverage for experience cancellations. This can provide additional protection in case you need to cancel due to illness, travel disruptions, or other unforeseen circumstances.
9. Special Circumstances
We understand that unforeseen circumstances can occur. In cases of serious illness, injury, bereavement, or other exceptional situations, we may consider refund requests outside our standard policy on a case-by-case basis. Supporting documentation may be required.
10. Gift Certificates and Credits
For gift certificates and account credits:
- Gift certificates are non-refundable but are valid for 12 months from the date of purchase
- Account credits issued as a result of cancellations are valid for 12 months
- Neither gift certificates nor account credits can be exchanged for cash
11. Changes to This Refund Policy
We may update our Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last Updated" date. You are advised to review this Refund Policy periodically for any changes.
12. Contact Us
If you have any questions about this Refund Policy, please contact us:
