Cancellation & Refund Policy
Clear and with no fine print: what happens if you cancel, change dates or do not show up.
📋 Summary
When you book you choose how to pay. Each option has its own policy:
🏢 Reservations paid at the office
If you choose "Pay at the office", nothing is charged in advance. You can cancel at any time at no cost.
If you do not show up at pickup time, the reservation is released with no penalty. We still ask you to let us know so we can free the car for other customers.
These reservations are paid at the regular rate when you pick up the car, with the payment methods available at the branch. The security deposit is taken at that moment on a credit card in the driver's name.
✉️ How to cancel or request a refund
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1
Contact the branch of your reservation by email, WhatsApp or phone with your reservation code. You can also reply to your confirmation email.
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2
We confirm the request by email and apply the policy according to how far in advance we received it.
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3
The refund is issued to the same payment method you used (PayPal or card). It may take 5 to 10 business days to show, depending on your bank.
The date and time that count are when we receive your request, Cancún time (GMT-5).
🔁 Changes to your reservation
You can change dates, times, branch or car category before pickup, subject to availability.
⚠️ Special cases
- Delayed or cancelled flight: let us know as soon as you can. We adjust the pickup time at no cost and, if the airline cancels your trip, we review your case with flexibility.
- Early return: if you return the car before the contracted date, unused days are not refunded.
- Force majeure (hurricane, airport closure, health emergency): we reschedule at no cost or issue a refund, whichever you prefer.
- The security deposit is not part of the rental payment: it is taken at the office when the car is delivered and released on return, as set out in the Terms & Conditions.
📞 Contact
For cancellations, changes or refunds, contact the branch of your reservation:
Merida
- Phone: 52 999 930 9500
- Toll-free from USA & Canada: 1 877 640 32 79
- WhatsApp: 5219845623240
- Email: merida@easywayrentacar.com
This policy applies to reservations made on our websites and with our assistant Eva. The version in force at the time of booking applies. The rest of the rental conditions are in our Terms & Conditions.
