What about your money?
Our Next Trip coordinates experiences with real suppliers operating with limited availability. When a reservation is cancelled, that place can hardly be recovered or reassigned. That's why what happens to your money depends directly on when you decide to cancel, not why. This is what corresponds at every moment.
1. Cancellations in advance
If you cancel more than 7 calendar days in advance of the start date of your experience:
- For a catalog experience, the refund is up to 90% of the amount paid. The remaining 10% is for management costs and non-recoverable fees of the payment processor.
- If what cancels is a custom itinerary already quoted and paid, the refund is up to 80%, because at that point Our Next Trip already spent time in the design of the itinerary and in efforts with suppliers that cannot get rid of it without cost.
This is without prejudice to the right of revocation within five working days of the purchase of services contracted by electronic means under the Federal Consumer Protection Act, provided that experience has not begun or is within a legal exception.
2. Cancellations in medium window
If you cancel between 3 and 7 calendar days before starting:
- For a catalog experience, the refund is up to 50% of the amount paid.
- For a custom itinerary, the refund is up to 30%, and the costs that suppliers charge Our Next Trip for the cancellation —when they have no policy of return— are directly discounted from the amount to be reimbursed. Our Next Trip will present the details of these charges in writing before processing any discount.
3. Cancellations in short notice
If cancelled less than 3 calendar days in advance, or when 48 hours or less are missing before start:
- For an experience of the catalogue, in most cases the service is considered non-refundable, since most of the reserves are already confirmed and the services are usually paid to the suppliers in non-refundable terms.
- For a custom itinerary, there is usually no refund. Our Next Trip will assess on a case-by-case basis, document in writing the irrecoverable costs and, if there is any refundable balance, process it within the time limits set out in this policy.
4. Last-minute cancellations, no show and abandonment
If it cancels less than 72 hours in advance, if it is late and prevents the start of the activity, or if it leaves the experience once it has started, no reimbursement is made under any circumstances, as the resources were fully committed.
The only exception to consider, not as a refund but as a reprogramming, is a documented medical emergency. In that case, Our Next Trip will assess the possibility of reprogramming the experience without additional management cost, subject to availability and the policies of the suppliers involved.
5. If the cancel is Our Next Trip
- If the cancellation is due to causes attributable to Our Next Trip, you receive 100% of the amount paid within a maximum of 15 working days.
- If the cancellation occurs by force majeure (extreme climate, site closure by authority, destination security conditions or other similar events), Our Next Trip will first offer you reprogramming. If it is not possible or you do not accept it, the amount paid will be reimbursed less the unrecoverable costs already committed to suppliers, in detail in writing.
6. Date changes instead of cancellation
If what you're looking for is a change of date instead of a cancellation:
- Our Next Trip will manage it without additional management charge when the application reaches more than 7 calendar days in advance and is available.
- If the application comes with less time, there may be additional costs according to the policies of the relevant supplier (e.g. tariff differences or exchange rates); Our Next Trip will inform you before confirming any changes.
7. How to start a refund or a change
To start any request for reimbursement or change, write us to contact @ ournextrip.com.mx with:
- Name or folio of your reservation.
- Date of experience.
- Amount paid.
- Reason for the application.
We acknowledge receipt within 48 working hours and issue resolution within up to seven working days. The approved reimbursements are processed within a maximum of 15 working days from the resolution, to the same method of payment used in the purchase, unless for reasons other than Our Next Trip this is not possible and an alternative means is agreed.