Last updated: October 20, 2026. These terms govern direct bookings with Canyons PV through the website, email, phone or messaging. The provider is Esteban Zavalza Peña, operating under the trade name Canyons PV.
6. Cancellation requested by the customer
For direct bookings, the following commercial rules apply, without prejudice to more favorable legal rights. Hours are counted from the confirmed tour start time, in Puerto Vallarta, Jalisco local time. The date and time we receive your written request is used, even if we reply later.
- 48 hours or more in advance: 100% refund of the amount paid for the cancelled participants. If you prefer to change the date, you may request it subject to availability.
- Less than 48 hours: no refund applies for voluntary cancellation under this commercial policy. We may evaluate an exceptional reschedule, but it is not automatic. This rule is not applied to deny a refund required by law.
- No-show or arrival after the previously communicated check-in close: considered a late cancellation. A delay caused by Canyons PV will not be attributed to the customer.
- Bookings made within 48 hours of the tour: subject to the late cancellation rule from confirmation; this condition must be shown before payment.
- Partial cancellation: the rule applies to the amount for the cancelled people. Any effect on a group rate must have been disclosed and accepted before booking.
7. Changes requested by the customer
Request changes in writing. With at least 48 hours' notice, you may choose an available date or cancel with a full refund. A change of route or category with a price difference requires your acceptance. A name change depends on the new person meeting the requirements; the holder of the original payment method does not change.
An accepted reschedule must state the new date and keep the rights associated with the payment. Late requests due to illness or emergency will be reviewed individually; complete medical records are not required and approval is not automatic.
8. Cancellation or modification by Canyons PV
If we cancel before the start due to unsafe weather, access closure, lack of availability or another cause, you may choose an alternative date without penalty or a full refund for the service not provided. We will not impose a voucher as the only solution. Light rain alone does not mean cancellation if the safety assessment allows operating.
If we must substantially modify the route, schedule or experience before the start, we will inform you and you may accept the alternative or cancel with a full refund. Minor safety adjustments do not justify arbitrarily replacing the contracted experience.
If the experience is interrupted after it begins, we will explain the cause and the solution. When feasible, you may accept a reschedule; otherwise a refund for the portion not provided will be calculated with a reasonable breakdown. If the failure is attributable to the operator, applicable legal compensation will also be honored.
9. How to request a cancellation or refund
Write to hola@canyonspv.com.mx or the messaging channel used to book. Include the booking holder's name, booking number if any, tour date, affected participants, amount and payment reference, reason and request. Do not send the full card number or security codes. A receipt with sensitive information should be shared with that data hidden.
We will confirm receipt within 2 business days and communicate a reasoned decision within 5 business days of having the essential information. If applicable, we will initiate the refund within those 5 business days and send its receipt or reference. A shorter legal deadline prevails over these service times. If we need to clarify any detail, we will say so without unjustified delay.
10. Refund method and crediting
Card payments processed by Clip will be refunded to the card used, without cash, without exceeding the original charge and without charging for processing the refund. A technical void of a charge may be handled the same day within Clip's permitted hours; afterwards, the refund procedure allowed by the product used applies.
Canyons PV will verify operating conditions and keep the funds necessary to process applicable refunds. Technical windows may vary between terminal, links and API; they are not the deadline to cancel a tour nor an authorization to deny legal obligations. If the original channel has a limitation, we will work out the solution with Clip and the bank and inform the customer; we will not unilaterally replace the refund with cash, another card or travel credit.
The date the refund appears on your statement depends on the issuer. We will report the status and provide the reference for follow-up; we do not promise immediate crediting nor confuse approval of the process with the bank credit. For installment payments, the bank determines how installments are reflected.
A full refund equals 100% of the amount paid to Canyons PV for the cancelled service: we will not deduct Clip's fee, administrative costs or undisclosed charges. Currency conversions or fees from your issuer must be clarified with that bank.
11. Errors, chargebacks and other payment methods
Duplicate charges or charges above the agreed amount will be reviewed and, once verified, corrected without penalty. If you paid by transfer or cash, we will coordinate a safe and traceable method to return the amount to the right person, with their agreement. Banking access credentials will never be requested.
You may contact your bank about an unrecognized charge or exercise other rights. Contacting us first makes clarification easier, but it is not required. If there is already a bank dispute, we will coordinate follow-up to avoid refunding the same transaction twice. We will not threaten or penalize anyone for filing a good-faith claim.