Cancellation policy

Last updated: April 17, 2026

1. Standard policy

For direct-booking services (airport transfers, point to point, hourly, disposition), the following policy applies:

• Cancellation more than 4 hours before service: no charge. Full refund.
• Cancellation between 2 and 4 hours before service: 50% charge.
• Cancellation less than 2 hours or no-show: 100% charge.

TODO-IMPERA: validate percentages and time thresholds before production.

2. Free modifications

Up to 4 hours before service you can modify without cost: timing, pickup, drop-off, passengers, luggage or vehicle category (subject to availability and fare difference if applicable). Later changes are considered based on operational availability.

3. Flight delay or cancellation

We monitor your flight in real time from the moment of booking. If your flight is delayed, the chauffeur adjusts arrival automatically at no additional cost, covering wait up to 60 minutes (international flights) or 30 minutes (domestic flights) from real ETA.

If your flight is canceled, you may rebook the service for the new date without penalty. We require notice upon detecting the cancellation to maintain fleet availability.

4. Extreme wait

If you need the chauffeur to wait beyond the 60 or 30 minutes included, wait time is charged at a preferential rate. We notify you in real time as we approach the limit so you can decide.

5. Consultative services

Roadshows, events, private aviation, private tours and armored vehicle services have specific policies agreed in the signed proposal. Typically:

• Cancellation more than 7 days in advance: partial refund per agreement.
• Cancellation 24-72 hours: minimum 50% charge.
• Cancellation less than 24 hours or during service: 100% charge.

6. Refunds

Refunds are processed through the same payment method used. Timing depends on your bank (3-10 business days for cards, 1-3 days on PayPal, up to 5 days on wire transfer).

7. Cancellation by IMPERA

In the (very exceptional) case that IMPERA must cancel a service due to our cause, we offer: immediate full refund, or equivalent alternative service at no additional cost. If there were demonstrable major damages, we evaluate compensation case by case.

8. Contact for cancellations

Cancellations are processed fastest by WhatsApp at +52 55 6187 7006. You can also write to contacto@imperamx.com.