Last updated: April 19, 2026
At IMPERA we understand that plans can change. This policy establishes the timeframes and percentages applicable to cancellations, as well as the process to request them.
Quick summary:
Refunds are calculated on the total amount paid, applying the following table:
| Time before service | Refund | Example ($1,120) |
|---|---|---|
| More than 24 hours | 100% refund | MXN $1,120 |
| Between 3 and 24 hours | 50% refund | MXN $560 |
| Less than 3 hours | No refund | MXN $0 |
| No-show | No refund | MXN $0 |
* The timeframe counts from the moment IMPERA receives the cancellation request (via WhatsApp or email), not from the message send time.
No-Show is when the passenger does not appear and does not establish communication with IMPERA within 45 minutes after the agreed pickup time (or after flight landing for Pick Up with flight number provided).
During those 45 minutes, the chauffeur will remain at the agreed location and make at least 2 contact attempts. It is the passenger's responsibility to keep their phone accessible.
No-Show is when the passenger does not appear and does not contact IMPERA within 15 minutes after the agreed time.
In verifiable cases of force majeure, IMPERA offers free rescheduling within 90 days from the original service date, instead of monetary refund.
IMPERA will evaluate each case and confirm rescheduling within 24 business hours. In cases where the original service is not equivalent to the new one (e.g., more expensive route), rate adjustment to the current price may apply.
To cancel a reservation, the User must:
Important: Refund reflection time on your statement depends on the issuing bank, not on IMPERA. Stripe processes the refund immediately, but it may take up to 10 business days to show on your statement.
In exceptional cases where IMPERA must cancel a service (mechanical failure with no alternative, security situation, etc.), the User will receive:
IMPERA will do everything possible to assign an alternative vehicle before canceling.
Modifications (change of date, time, origin, destination or vehicle) are free if requested with more than 24 hours notice, subject to availability.
Modifications between 3 and 24 hours before service may apply an administrative charge of MXN $200.
No modifications accepted with less than 3 hours notice.
If the change implies a higher rate, the User must cover the difference. If it implies a lower rate, no partial refund is made.
Yes, as long as you notify IMPERA with at least 3 hours notice providing the full name of the new passenger. No additional charge applies.
The refund will go back to the originally used card, even if canceled. In that case, the issuing bank will credit it to your main account or send it by another means.
Yes. IMPERA absorbs Stripe's commission on full and partial refunds. The User receives the exact amount paid (or 50% in case of late cancellation).
If you provided your flight number at booking, IMPERA automatically monitors your arrival and adjusts the chauffeur's time. The 45-minute wait counts from the actual landing time.
If you did not provide a flight number and your delay exceeds 45 minutes, it will be considered No-Show. Contact us as soon as possible to avoid this.
For any question about this policy, or to request a special review of your case, contact:
As a consumer, you also have rights established under Mexican consumer protection law. You may contact the Federal Consumer Protection Agency (PROFECO) if you consider your rights have been violated.