Return and cancellation policy

Last update, May 1, 2023

If, as a Traveler, you cancel your requested reservation by raising a ticket, if the Operator rejects your reservation request due to unavailability, which will automatically cancel any pre-authorization to your credit card and/or refund any nominal amount charged to your card of credit in relation to the requested reservation within a commercially reasonable period (10-15 business days). You agree to pay Up Travel Online the deposit for any reservations requested in connection with your Up Travel Online account if such requested reservations are confirmed by the operator. Once your reservation is confirmed and you have received the acknowledgment by email, what you have paid is non-refundable. If the cancellation is made within 31 days prior to departure, 100% of these costs will be forfeited. Cancellation of permits will result in the loss of 100% of the costs.

Neither Up Travel Online nor the operators that sell their tours at http://up-travelonline.com/ offer or pay any discounts or refunds for missed or unused services that were lost or unused by the traveler due to no fault of Up Travel Online, or the operators working with "Up Travel Online", which will include any termination of the traveler's participation in the tour due to their own fault, negligence or breach of these Terms.

All traveler complaints about their tour experience will be passed to the tour operator's team for resolution. Up Travel Online is committed to working with tour operators to achieve a high level of service. However, if the tour operator's response time and/or quality of response is still below acceptable time and quality despite our working together to rectify any issues, Up Travel Online reserves the right to remove listings of tours from market operators http://up-travelonline.com/from affiliated websites, from mobile applications and from removing any application provided by us.

UNFORESEEN CIRCUMSTANCES CANCELLATIONS AND REFUNDS FROM OPERATORS

If an operator cancels a confirmed reservation made through the Services, Up Travel Online will refund any payment for such reservation to the applicable traveler within a commercially reasonable time of cancellation and the traveler may receive email or other communication from Up Travel Online containing alternate listings and other related information. If the traveler requests a reservation from one of the alternative listings, it will be treated as a new group travel reservation. If an operator canceled a confirmed reservation and you, as a traveler, have not received an email or other communication from Up Travel Online, please contact Up Travel Online at info@up-travelonline.com

CANCELLATION IN CASE OF INCLEMENT WEATHER

If an operator cancels a confirmed reservation made through the Services, Up Travel Online will refund any payment for such reservation to the applicable traveler within a commercially reasonable time of cancellation and the traveler may receive email or other communication from Up Travel Online containing alternate listings and other related information. If the traveler requests a reservation from one of the alternative listings, it will be treated as a new group travel reservation. If an operator canceled a confirmed reservation and you, as a traveler, have not received an email or other communication from Up Travel Online, please contact Up Travel Online at info@up-travelonline.com as soon as possible. With the consent of the traveler, the operator and the traveler may choose to reschedule the group tour for another date. If the Group Tour cannot be rescheduled, as a traveler, please contact Up Travel Online so we can help you find a replacement Group Tour that is not weather dependent. For clarity, in the event that the alternative Group Tour is of a higher price than the previous one, you may be responsible for any difference in price. In the event that the alternative Group Tour is less expensive, you may be entitled to a partial refund of the difference. As a traveler, if you have contacted Up Travel Online as indicated above and Up Travel Online is unable to find you a replacement Group Tour, Up Travel Online may refund payment for such reservation to the traveler within a commercially reasonable time frame from the cancellation.

How to get in touch with us

Address: Av. Insurgentes Sur 730, Piso 1, Colonia Del Valle Centro, Benito Juárez, C.P. 03100, Mexico City.

E-mail address info@up-travelonline.com