Cancellation Policy

Last updated: October 31, 2026

In short: you secure your experience with an online deposit and pay the balance in cash on the tour day. The deposit is non-refundable. If the operator is not available or the tour cannot run because of weather or safety, we propose another date and your deposit is applied to it.

1. Who does what

PlayitaMía is a recommendation and booking platform. Experiences are run by independent local operators, who confirm the start time, pick you up, run the tour and collect the balance. PlayitaMía handles your booking and your deposit.

2. Deposit and balance

When you book you pay only a deposit, which you see before paying together with the total price of your experience. You are charged in Mexican pesos (MXN); dollar prices on the site are for reference only. The balance is paid in cash, in pesos, on the day of the experience, directly to the operator. The balance amount is shown on your voucher.

3. Minimum notice

Bookings must be made at least 24 hours before departure so the operator can arrange your tour.

4. Confirmation

After paying the deposit you receive an email with your booking reference (it starts with PM-). The date is subject to availability: the local operator confirms availability and the pick-up time, usually within 24 hours, and you then receive your voucher by email.

5. Cancellation by the customer

The deposit is non-refundable. It covers the operating costs of your booking: handling, coordination with the operator and payment processing. If you cancel, you do not pay the balance.

6. Date changes requested by the customer

Write to us with your booking reference and your preferred date. We check with the operator based on availability and confirm by email. If the new date is confirmed, your deposit is applied to it. If no date is available, the cancellation rules above apply.

7. Operator unavailability, weather or safety

If the operator is not available on your date, or the tour must be cancelled due to weather, sea conditions or safety reasons, we propose another date by email and your deposit is applied to it.

8. Pick-up, delays and no-shows

The driver waits 20 minutes at the agreed pick-up point. If you are not there within that time, or do not show up, the booking is considered used and the deposit is not refunded. No balance is charged.

9. Group tours

Group tours are scheduled departures of up to 15 people. The operator confirms your spot on WhatsApp before any payment. Some group tours include a tax or fee paid in cash on the tour day; when it applies, it is shown on the tour card before booking.

10. Airport transfers

Transfers are booked with our transport partner at paraisonthego.com. Changes and cancellations of transfers are subject to their own policy and are handled directly with them.

11. Contact

For help with your booking or payment, visit our help center or write to hello@playitamia.com; we reply by email within 24 hours. For questions about the tour itself (time, pick-up, what to bring), contact the operator on WhatsApp.

This policy does not limit the rights you have under the Mexican Federal Consumer Protection Law. This is a translation; if there is any difference, the Spanish version prevails.