Playa Sonrisa Xcalak, Mexico_EN

Cancellation, Refund and Returns Policy - Playa Sonrisa Xcalak, Mexico_EN


Cancellation for Room Reservation



For ease of online booking portal, deposits are calculated as follows:

(which should equal approximately 3 night deposit up to 6 nights. 50% deposit for 6+ nights)

      3 Nights = 100% Deposit
      4 Nights = 75% Deposit
      5 Nights = 60% Deposit
      6+ Nights = 50% Deposit   

Due to the unreliable communication infrastructure payment of the lodging balance by card, Paypal or Zelle is due in advance of arrival
unless paying your lodging balance onsite in cash.



Now paid using our On-line Booking Portal. Please email or call if you'd prefer to make your reservation off-line. 



Cancellation 120+ days in advance receives a refund minus $25 Cancellation Fee
Cancellation 90-119 days in advance receives a refund minus 1 night Cancellation Fee
Cancellation 30 - 59 days in advance receives a CREDIT* minus a 3 night Cancellation Fee
Cancellations 29 days or less in advance forfeit the 3 night / 50% Deposit

The Fine Print
*Future reservations will require a new 3 night/50% Confirmation Deposit
Cancellation CREDIT will apply to lodging balance, valid for Off Peak lodging (May-Nov) and expires 24 months from the original arrival date.

Cancellation Fees may be waived in the event of Force Majuere.
Force Majuere includes major system wide travel disruptions due to Tropical Storm or winter blizzard (or pandemic) but not 'routine' late arrivals or personal circumstances such as 'my boss ate my ticket'.

Fees may be waived for "rescheduling" vs. "cancellation" depending on lead time & seasonal factors.




Merchandise Return and Refund Policy


Delivery Info:

When will I get my order? 

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

●USA: 3–4 business days 

●Europe: 6–8 business days 

●Australia: 2–14 business days 

●Japan: 4–8 business days 

●International: 10–20 business days 


Where will my order ship from? 

We work with an on-demand order fulfillment company with facilities worldwide! 


Will I be charged customs for my order? 

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. 


My order should be here by now, but I still don't have it. What should I do? 

Before getting in touch with us, please help us out by doing the following: 

●Check your shipping confirmation email for any mistakes in the delivery address 

●Ask your local post office if they have your package 

●Stop by your neighbors in case the courier left the package with them If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [email protected] with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost. 


Orders: How are your products made? 

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! Tip: Check out Printful's production footage to see how we fulfill specific products. 


How do I track my order? You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [email protected]


I received a wrong/damaged product, what should I do? 

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [email protected] within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible! 



Returns Info:

What’s your return policy? 

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at [email protected]


Do you offer refunds? 

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [email protected] with photos of wrong/damaged items and we’ll sort that out for you. 


Can I exchange an item for a different size/color? 

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at [email protected] a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!



Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.




Need help?

Contact us at [email protected] for questions related to refunds and returns.,