By booking a service with Bike Flow Oaxaca, the client accepts the following cancellation and refund policies.
TOUR POLICIES
Tours of 2hrs, 3hrs, and 1/2 day: A minimum of 24 hours’ notice is required before the experience start date.
Tours from 1 to 4 days: 4 days’ notice is required.
Tours longer than 4 days: 15 days’ notice is required.
Standard Fee: All cancellations incur a 30% commission fee on the total price of the experience, related to administrative costs.
If the client paid 100%, the maximum refund will be 70%.
If the client reserved with the 50% (minimum), the refund will be 20% of the total cost of the experience.
Cancellation Outside the Notice Period: If the time limit stipulated in section 1 is exceeded (e.g., giving less than 4 days’ notice for a 2-day tour), the maximum possible refund will be 50% (if the total was paid). If only the minimum deposit was paid (50% or 30%), no refund will be possible.
Cancellation < 24hrs: If the cancellation occurs 24 hours or less before the start of the experience, no refund of any amount will be possible.
High Season: During high season (July, October, November, December) and public holidays, the cancellation fee will be 50% for all activities, following the same time limits. No refund will be possible if canceling with less than 24 hours’ notice.
Once the 30 minutes have passed, the activity will be considered as completed, and a date change will not be possible.
For private tours, the delay time will be deducted from the total duration of the experience, modifying the itinerary to respect the established schedules.
The only reason a tour may be canceled by the company is when weather conditions are extreme and the Bike Flow Oaxaca team deems the activity dangerous or considers it a risk to the client’s physical integrity.
In this case (cancellation by Bike Flow), the client will be offered the option to reschedule the experience (within the next 6 business days) or receive a 60% refund of their total purchase.
Notice < 24hrs: If the client falls ill with less than 24 hours’ notice, they must present a medical certificate validating their health status. In this case, a refund is not possible, but they will be allowed to reschedule the experience within the next 5 business days.
Notice > 24hrs: If symptoms appear more than 24 hours in advance, the client must notify the team , see a doctor , obtain a prescription with a diagnosis , and send a photograph of it. The team will suggest dates to reschedule. A refund is not possible.
RENTAL POLICIES
The cancellation fee is 30% of the total amount of the requested service.
If this notice period is exceeded (notifying with less than 48 hours), a refund will not be possible.
All payments are final once the service begins.
Warranty Period (2hrs / 20km): If a mechanical problem occurs within the first 2 hours or 20 km after the service begins, the client must immediately notify Bike Flow (attaching video, photos, and a description). Bike Flow will offer to exchange the bicycle at the client’s current location, transport them to the shop for repair, or cancel the contract with a 100% refund.
Outside of Warranty (>2hrs / >20km): If the failure occurs after this period, any mechanical problem will be considered an external situation created by the activity. Any failure will be charged to the client, and collection or bike exchange services will be charged separately.
Repairs by Third Parties: If it is proven that repairs were made by persons external to Bike Flow Oaxaca, the total value of the damaged components plus 5% of the bicycle’s value will be charged, and the service will be canceled immediately with no possibility of a refund.
If this time is exceeded, the service will be considered as completed, and a refund will not be possible.
