Legal
Cancellation and refund policy
This is a reference translation. The original in Spanish is the version that applies.
Version 2026-10 · Last updated: 16 October 2026.
This policy is part of our terms and conditions and explains what happens to your money if you cancel, change your booking, or if we cancel a departure.
1. Who provides the service
Pinacate Tours is the trade name used by two individuals. Who provides your service, receives your payments and, where applicable, issues your refund depends on what you book:
| Experience | Provider |
|---|---|
| Sonora Salvaje | Manlio Fabio Pacheco Ochoa (National Tourism Registry 3526030687d85) |
| Noche de Estrellas, Dunas con la Luna, day trips, private trips and hotel bookings | Brenda Zulema Morales Soto |
Address: Camino del Seri 96, Las Praderas, 83288, Hermosillo, Sonora, Mexico. Contact: contacto@pinacate.tours or WhatsApp +52 662 464 6648.
2. Your right to change your mind within 5 business days
Under article 56 of Mexico’s Federal Consumer Protection Law, if your trip starts more than 10 business days after you book, you have 5 business days to cancel without giving a reason and we refund 100% of what you paid.
- The 5 business days start once your booking is registered and your deposit is paid, whichever happens last.
- Business days are Monday to Friday, excluding official public holidays. For example, if you pay your deposit on a Monday and there are no holidays that week, you can change your mind until the following Monday.
- Just tell us by WhatsApp or email. The date you send it is what counts; if you use registered or certified mail, the date you hand it in for sending.
- If your trip starts 10 business days or fewer after you book, the law does not grant this right and the rules in section 3 apply.
3. If you cancel
After the 5 business days in section 2, the following rules apply to Sonora Salvaje, Noche de Estrellas and Dunas con la Luna, counting calendar days until the departure date:
| When you cancel | What we refund |
|---|---|
| More than 30 days before departure | 50% of the deposit and 100% of anything you paid beyond the deposit |
| Between 30 and 16 days before | The deposit is not refunded; we refund 100% of anything you paid beyond the deposit. With fewer than 30 days to go, date changes are no longer possible |
| 15 days or fewer before | No refund and no date change |
There is also no refund if you do not reach the pick-up point within the 15-minute grace period, or if you must leave the trip because of risky behaviour or the use of illegal substances (section 13 of the terms).
Day trips (Isla del Tiburón and San Carlos): if you cancel 48 hours or more in advance, we refund 100%. With less than 48 hours’ notice there is no refund.
Hotel bookings made through us: each hotel’s cancellation policy applies, and we tell you what it is before confirming your booking.
4. Date changes, name changes and transferring your place
- Name change: at any time, free of charge.
- Date change: at least 30 days in advance and subject to availability. The rate may be adjusted to the one in force for the new date; we confirm the amount before making the change.
- Transferring your place to someone else: with at least 24 hours’ notice.
5. If we cancel
Minimum number of travellers. Each Sonora Salvaje, Noche de Estrellas and Dunas con la Luna departure needs at least 6 travellers. 30 days before the date we confirm whether it goes ahead. If the minimum has not been reached, we cancel it and let you know that same day. If you book when there are fewer than 30 days to go, the departure is already confirmed.
Other reasons. We may also cancel or suspend a departure because of adverse weather, risks to your safety, closure of the natural areas by the authorities, or force majeure.
In any of these cases you choose:
- A 100% refund of what you paid, with no deductions, or
- A free date change to another departure with places available.
If an itinerary activity cannot take place because of weather or safety, the trip continues without a partial refund. Where possible we offer an alternative; for example, if the sea does not allow the crossing to Isla del Tiburón, the day takes place at Campo Filomena, facing the island. The dune walk does not take place above 30 °C and, in that heat, there is no replacement activity.
If we fail to provide the service you booked for reasons that are within our control, in addition to the refund we compensate you with at least 20% of what you paid, as provided in article 92 TER of the Federal Consumer Protection Law.
6. How to request your refund
- Message us on WhatsApp or write to contacto@pinacate.tours with your name and booking code.
- We confirm the amount due to you in writing.
- We make the refund within 5 business days of that confirmation, using the same method you paid with: to your card through Mercado Pago or, if you paid by transfer or at OXXO, to the bank account you give us.
We absorb payment fees. If you paid by card, in instalments or at OXXO, we do not deduct Mercado Pago’s fee from your refund. If you paid by card, your bank may take a few extra days to show the refund.
7. Questions and complaints
If you disagree with a decision, write to contacto@pinacate.tours and we will reply within 5 business days. You can also contact Mexico’s Federal Consumer Protection Agency (Profeco): Consumer Hotline +52 55 5568 8722 and 800 468 8722 (from Mexico), or profeco.gob.mx.