No payment is taken when you submit a request. You can cancel a request at any time before dispatch confirms it, at no charge.

When dispatch confirms availability and the final price, you receive a payment request. Your booking is confirmed once the deposit (25%), the full amount, or every split share has been paid. If you don't pay, nothing is charged.

Some experiences have a cancellation policy agreed with the provider. Where an experience lists its own policy, that policy applies instead of section 3. It is shown on the experience page, at checkout before you submit, and again before you pay.

For confirmed bookings without their own policy, the refund depends on how many hours before the scheduled start you cancel in writing to our concierge. The time we receive your message counts.

More than 168 hours (7 days) before start: 100% refund of amounts paid.

From 96 hours up to and including 168 hours before start: 50% refund.

From 72 hours up to, but not including, 96 hours before start: refund eligibility is assessed individually by our concierge. A refund is not guaranteed. Contact concierge@xaymaca.org to request a review.

Less than 72 hours before start: non-refundable.

The refund percentage applies to amounts you have paid for the cancelled experience. Each experience in an itinerary is measured from its own scheduled start; an experience with no start time counts from 00:00 on its date.

Your booking keeps the policy version shown when you submitted it. Later policy changes do not apply to existing bookings.

If a provider cannot deliver an experience, or weather makes it unsafe to proceed, we will offer the nearest available alternative or a full refund for that experience, regardless of the windows above.

Boat charters and water sports depend on the weather. Dispatch will advise on the day and reschedule or refund as appropriate.

If one experience in a multi-experience itinerary is cancelled, the rest of your itinerary goes ahead as booked. The refund applies only to the affected experience.

Bundle discounts are recalculated if a cancellation brings the remaining itinerary below the three-experience threshold.

For split-payment bookings, refunds go back to the guest who paid the relevant share. Gift card credit applied to a refunded booking is returned to the gift card balance.

Email concierge@xaymaca.org from the address you booked with, including your booking reference, or message us on WhatsApp at 876-331-4593. You can also use the "Email a refund request" link on our Support page.

Approved refunds are processed to the original payment method within 5–10 business days.

Xaymaca is operated by Digitize Jamaica Limited, 4th Floor, 15a Old Hope, Kingston 5, St. Andrew, Jamaica. This policy is governed by the laws of Jamaica.