Cancellation Policy

1. Service Provider

CityFunTastic is a promotional and discovery experience of Puerto Vallarta operated by PRODUCCIONES TRAVEL MEDIA S. DE RL. DE CV., with registered address at Marina Vallarta Business Center, office 204, CC. Plaza Marina, Fracc. Marina Vallarta, Ave. Francisco Medina Ascencio km 7.5, Puerto Vallarta, Jalisco, Mexico, CP: 48335.

To request assistance with a reservation, change, or cancellation, you may contact us via:

Email: info@cityfuntastic.com
WhatsApp: +52 322 190 7369

2. Scope of this Policy

This policy applies to individual reservations made directly with CityFunTastic or through its official reservation platform for the following modalities:

• Shared Experience.

• Exclusive Experience.

• Flex Experience.

It also applies to promotional tickets and complimentary passes, with differences expressly indicated in this document.

When a reservation is part of a special contract with a hotel, agency, company, group, or other partner, additional conditions established in writing may apply. In case of discrepancy, the specific conditions accepted for that booking shall prevail, provided they are compatible with applicable law.

3. Reservation Confirmation

A reservation is considered confirmed when:

• Payment has been successfully processed, where applicable.

• The reservation system or CityFunTastic has issued a confirmation.

• The passenger has received a reservation number, voucher, or email.

If you do not receive confirmation, you should check your spam folder and contact CityFunTastic.

The passenger is responsible for verifying:

• Date.

• Modality.

• Number of participants.

• Names.

• Ages or fare categories.

• Hotel or accommodation.

• Pickup location.

• Contact information.

• Specific conditions.

Any error must be reported as soon as possible. Reporting it does not guarantee that it can be corrected if the request is made outside the established timeframe.

4. Payment and Management Fees

Online reservations may be processed through FareHarbor or another authorized provider.

The platform may separately display a management or processing fee, currently equivalent to 6% when shown during purchase.

The price, taxes, and any applicable fees must be displayed before confirming payment.

CityFunTastic does not directly receive or store the full card number or security code when payment is processed through an external platform.

5. Free Cancellation

The passenger may cancel free of charge if the request is made at least 24 hours before the confirmed pickup time for their reservation.

The pickup time appears in the confirmation or corresponding communication and is interpreted according to the local time of Puerto Vallarta, Jalisco, Mexico.

When cancellation is requested within the timeframe:

• The amount paid for the reservation will be refunded.

• The 6% management fee will be included when it has been charged.

• The refund will be processed using the original payment method, provided it is technically possible.

• No cancellation penalty will be applied.

Example

If the confirmed pickup is Friday at 8:15 AM, free cancellation must be requested no later than Thursday at 8:15 AM, according to Puerto Vallarta local time.

6. Cancellations with less than 24 hours' notice

Cancellations received less than 24 hours before the confirmed pickup will not be entitled to:

• Refund.

• Credit.

• Compensation.

• Date change.

• Transfer to another experience.

This condition applies even if the cancellation is due to:

• Change of plans.

• Illness or personal illness.

• Date or time confusion.

• Flight or transportation delays.

• Accommodation issues.

• Decision not to participate.

• Early departure from the destination.

• Change in a cruise itinerary.

• Any other personal circumstance beyond CityFunTastic's control.

CityFunTastic may voluntarily assess extraordinary situations, but any exception will be discretionary, must be in writing, and will not establish a precedent or obligation for other cases.

This provision does not limit the non-waivable consumer rights under applicable law.

7. Date Changes

The passenger may request a date change without penalty when made at least 24 hours before their confirmed pickup.

Changes are subject to:

• Availability.

• Operational calendar.

• Capacity.

• Modality.

• Pickup coverage.

• Price differences.

• Ticket or promotion validity.

If the new date or modality has a higher price, the passenger must pay the difference before the change is confirmed.

If more than one change is requested, each new request must again comply with the minimum 24-hour notice period relative to the current pickup.

The change is not considered confirmed until CityFunTastic or the reservation platform issues a new confirmation.

8. Hotel or Pickup Point Changes

The passenger may request a change of hotel or accommodation at least 24 hours before the confirmed pickup.

The new location will be subject to coverage and operational review. CityFunTastic may:

• Confirm pickup at the new accommodation.

• Assign a nearby pickup point.

• Inform that the location is outside coverage.

• Propose an alternative when possible.

Changing the address in a message or form does not automatically guarantee pickup at the new location. The change must be expressly confirmed.

9. Ticket Transfer

A ticket may be transferred to another person if the request is made at least 24 hours before the confirmed pickup.

The substitute person must:

• Meet age requirements.

• Accept the Passenger Terms.

• Provide the necessary information.

• Adhere to the contracted modality and conditions.

• Cover any applicable fare difference.

The transfer is not confirmed until CityFunTastic or the booking platform updates the reservation.

Reselling tickets for commercial purposes without written authorization from CityFunTastic is not permitted.

10. Late Arrivals and No-Shows

A passenger is considered a no-show when they:

• Does not appear.

• Arrives after the vehicle has departed.

• Is at a location other than the confirmed one.

• Provided an incorrect hotel or address.

• Is not ready to board.

• Does not respond to reasonable contact attempts.

• Decides not to participate on the day of the experience.

The passenger must be at the agreed-upon point at least 10 minutes before their pickup.

The vehicle follows a pickup route and cannot delay other passengers. If the person is not present on time, the vehicle may proceed.

Delays and no-shows do not entitle the passenger to:

• Refund.

• Date change.

• Credit.

• Compensation.

• Later incorporation.

• Pickup at another point.

CityFunTastic is not obligated to return to the hotel or modify the route to pick up a late-arriving person.

11. Cruise Passengers

Reservations for cruise passengers are subject to the same policy as other reservations.

Cancellation, itinerary change, delay, or inability of the cruise to arrive does not automatically generate a special right to a refund.

To receive a refund, exchange, or transfer, the request must be made at least 24 hours before the confirmed pickup time.

This condition exists because CityFunTastic prepares each departure in advance and may have incurred costs for staff, vehicles, fuel, materials, coordination, and other operational resources.

We recommend that cruise passengers carefully review their cruise line's schedules, conditions, and potential changes before booking.

12. Free Tickets and Courtesies

Free tickets, courtesies, or gifted spaces have no refundable monetary value.

If the request is made at least 24 hours before the confirmed pickup time, the beneficiary may request:

• A date change, subject to availability and validity.

• The transfer of the ticket to another person who meets the requirements.

If less than 24 hours remain, the ticket cannot be changed or transferred and will be considered used or forfeited.

A free ticket:

• Cannot be redeemed for cash.

• Does not generate a credit balance.

• Does not allow claiming the public price of the experience.

• Cannot be resold.

• May be subject to availability, restricted dates, or specific conditions.

13. Promotions and Discounts

Reservations paid with a promotion or discount are governed by this same policy, unless the offer clearly indicates different conditions before purchase.

The refund for a promotional reservation canceled within the timeframe will be calculated based on the amount actually paid, not the regular price.

Discounts and promotions:

• Have no cash value.

• Do not generate a refund for the difference from the regular price.

• Cannot be combined, unless expressly stated.

• Are subject to their validity and availability.

14. Weather

CityFunTastic may operate in rain or moderate weather conditions, provided it deems the experience reasonable and safe to conduct.

Rain, cloudiness, heat, or other normal destination conditions do not automatically grant the right to cancel outside the timeframe or receive a refund.

We recommend checking the forecast and bringing appropriate clothing, footwear, and protection.

If CityFunTastic determines that conditions pose a risk or reasonably prevent the experience from being conducted, it may modify, reschedule, or cancel the departure.

15. Route Changes

The route, order of stops, schedules, and establishments may be modified due to:

• Weather.

• Traffic.

• Road closures.

• Security.

• Instructions from authorities.

• Availability of establishments.

• Operational incidents.

• Force majeure.

When possible, CityFunTastic will endeavor to offer a reasonable alternative.

Route adjustments that allow the experience to continue are not considered cancellations in themselves and do not automatically generate a right to a refund.

16. Cancellation by CityFunTastic

If CityFunTastic completely cancels a departure before its start, the passenger may choose between:

• Changing their reservation to another available date; or

• Receiving a full refund of the amount paid, including the 6% management fee when it has been charged.

The passenger is not obligated to accept another date.

The refund will be limited to the amount paid for the reservation. CityFunTastic will not be responsible for indirect expenses incurred by the passenger, such as:

• Lodging.

• Flights.

• External transportation.

• Parking.

• Food.

• Additional activities.

• Loss of time or income.

Nothing in the foregoing limits liabilities that cannot legally be excluded.

17. Interruption After Commencement

If an experience must be interrupted after it has begun due to a security situation, force majeure, or a circumstance beyond CityFunTastic's reasonable control, the following will be evaluated:

• The portion of the service already rendered.

• The elapsed duration.

• The activities performed.

• The possibility of continuing or rescheduling.

• The obligations stipulated by applicable legislation.

Depending on the case, CityFunTastic may offer an alternative, rescheduling, credit, or a full or partial refund.

Interruption does not automatically imply a full refund when a substantial part of the service has already been rendered.

18. How to request a change or cancellation

The request can be made via:

Email: info@cityfuntastic.com
WhatsApp: +52 322 190 7369
Reservation management tool: when available in the confirmation email.

The request must include:

• Name of the person who booked.

• Reservation number.

• Date of the experience.

• Hotel or pickup point.

• Requested change or cancellation.

• Contact method.

The time of the request will be that recorded by the channel through which it was received.

Submitting a request does not mean it has been approved. The passenger must retain the change or cancellation confirmation issued by CityFunTastic or the platform.

Do not send by email or WhatsApp:

• Full card number.

• Security code.

• Passwords.

• Confidential banking information.

19. Refunds

Approved refunds will be processed using the original payment method whenever technically possible.

Although CityFunTastic authorizes and processes the refund, the time it takes to appear in the account depends on:

• FareHarbor or the platform used.

• Issuing bank.

• Card network.

• Country.

• Currency.

• Business days.

CityFunTastic does not control the internal processing times of financial institutions.

When currency conversion occurs, the amount reflected may vary due to the exchange rate or charges applied by the bank. CityFunTastic will refund the amount corresponding to the approved transaction but does not control exchange rate differences generated by third parties.

20. Chargebacks

Before initiating a chargeback, we recommend contacting CityFunTastic to review the reservation and seek a solution.

Initiating a chargeback does not automatically modify this policy.

CityFunTastic may provide the payment platform or financial institution with the necessary information to substantiate:

• The reservation.

• Acceptance of the terms and conditions.

• Confirmations sent.

• Communications.

• Provision or availability of the service.

• Passenger no-show, delay, or cancellation.

21. Relationship with Passenger Terms

Participation in CityFunTastic is also governed by the Passenger Terms available at:

https://web.cityfuntastic.com/en/passenger-terms

The processing of personal data is governed by the Privacy Notice available at:

https://web.cityfuntastic.com/en/privacy-policy

22. Modifications

CityFunTastic may update this policy to reflect operational, commercial, or legal changes.

As a general rule, the applicable policy will be the one in effect on the date the reservation was made. Subsequent changes will not be applied retroactively to the detriment of the passenger, unless required by legal provision or for security reasons.

The update date will appear at the beginning.

23. Legislation and Consumer Rights

This policy is interpreted in accordance with the laws applicable in Mexico.

None of its provisions are intended to eliminate or limit inalienable consumer rights.

The passenger may submit a clarification directly to CityFunTastic and, when appropriate, appeal to the competent authorities.

24. Contact

CityFunTastic
Operated by: PRODUCCIONES TRAVEL MEDIA S. DE RL. DE CV.
Address:Marina Vallarta Business Center, Office 204, CC. Plaza Marina, Fracc. Marina Vallarta, Ave. Francisco Medina Ascencio km 7.5, Puerto Vallarta, Jalisco, Mexico, CP: 48335
Email: info@cityfuntastic.com
WhatsApp: +52 322 190 7369

This English translation is provided for convenience. In the event of any discrepancy, the Spanish version shall prevail.