Plan Your Experience in Mexico City

At this point, you will have already paid your reservation deposit through PayPal using the link we provided. The remaining balance must be paid before the experience begins, either by credit card or in cash, in U.S. dollars or Mexican pesos.

If you need to check the exchange rate from U.S. dollars to Mexican pesos, you may use the following bank reference:
https://www.banamex.com/economia-finanzas/es/mercado-de-divisas/index.html

If both parties agree to complete the payment in Mexican pesos, the exchange rate used will be the buying exchange rate. If you need another payment option, please contact us and we will be happy to review it with you.

We understand that unexpected situations may happen and plans can change. In most cases, you may cancel your reservation up to 48 hours before the start of your private experience or tour and receive a refund.

Please review our Terms and Conditions section for full details. To cancel your reservation, email us at hola@cleybercan.travel from the same email address used to make your booking. Please include your reservation number and any important information related to your request. You will receive a confirmation email shortly after.

Although we do our best to make every private experience and tour run smoothly, sometimes issues may occur. If you would like to request a refund, please email us at hola@cleybercan.travel from the same email address used to make your reservation.

Please include the reason for your request. The more detailed your information is, the faster we can review your case and respond.

Important: You will receive our response regarding your refund request within 5 to 7 business days.

Need to add another traveler, change the date, or make another adjustment? In most cases, you may modify your reservation up to five days before the start of your private experience or tour.

Please review our Terms and Conditions section before requesting a change. To modify your reservation, email us at hola@cleybercan.travel from the same email address used to make your booking and let us know what changes you would like to make. You will receive a confirmation email shortly after, and we will contact you by email with the next steps.

Important: Chat and WhatsApp are available communication channels, but the legal way to request reservation changes is always by email from the same address used to make your reservation.

No. Your activity is confirmed when you book at least 24 hours in advance. However, you are welcome to contact us by chat, WhatsApp, or email if you would like to confirm your private experience or tour again.

How do I confirm my hotel pickup information?

When booking through our website, please use the notes section to provide your hotel information.

If you already know your hotel, please include the hotel name.

If you have not chosen your hotel yet, you may complete your booking first. Once your hotel is confirmed, email us your reservation number and the name of the hotel you selected.

When you book your private experience or tour, you will automatically receive a receipt by email. This receipt will include all the details of your reservation, including your reservation number.

You may also contact us by email, chat, or WhatsApp if you need assistance.

What should I do if I did not receive my email?

You should receive a PayPal confirmation email within 15 minutes after completing your reservation.

We also recommend adding hola@cleybercan.travel to your safe contacts list so you do not miss any of our communications. If you cannot find our emails, please check your spam or junk folder.

Yes, that is possible. However, for security reasons and to help prevent fraud, the credit card holder must email us a scanned copy of a valid photo ID from their country of origin, including name, photo, and signature as shown on the credit card.

Please also include the name of the person who will receive the service in Mexico. Send this information to hola@cleybercan.travel, and we will contact you by email shortly after.

Travel insurance is not mandatory, but we strongly recommend purchasing travel insurance before leaving your country. Your insurance should cover your private experiences, tours, and stay in Mexico.

At this time, Cleyber Can Guide does not provide travel insurance.

Your reservation is final only once the reservation payment has been completed. The dates shown as available on our calendar indicate that the private experience or tour is available on that date.

However, if a provider, museum, or external attraction announces that a service will not be available, we will notify you immediately and offer the option to change your experience to a better alternative or receive a refund.

Simply contact us by chat, WhatsApp, or email. We will be happy to answer any last-minute questions about your private experience or tour.

Before booking your private experience or tour, please contact us by chat, WhatsApp, or email and let us know about your special needs. We will confirm whether we can accommodate your request. In most cases we can, but it is important for us to confirm it in advance.

If you have special needs and have already made your reservation, please contact us immediately. We usually find a solution, but we cannot guarantee that every request can be fully accommodated. However, you can be sure that we will do our best to assist you.

In most cases, only the main traveler, meaning the person who made the reservation with their credit card, will need to show a photo ID.

For security reasons, the name on the ID must match the name used to book the private experience or tour.

Important: For your peace of mind, please make sure the name of the person making the reservation and the name on the credit card match the name used for the booking.

No. Reservations made through our website, cleybercan.travel, can only be paid in U.S. dollars through PayPal.

Important: If your credit card uses a different currency, your bank may charge currency conversion fees. These fees are usually applied to each transaction, so we recommend checking your bank’s policies before booking.

If you need to check the exchange rate from U.S. dollars to Mexican pesos, you may use the following bank reference:
https://www.banamex.com/economia-finanzas/es/mercado-de-divisas/index.html

If both parties agree to complete the payment in Mexican pesos, we will use the buying exchange rate. If you need another option, please contact us and we will be happy to review it with you.

Yes. We can create special private experiences or tours based on your interests. Please send us an email and tell us your preferences. We will be happy to offer personalized alternatives.

Cleyber Can Guide and cleybercan.travel only accept reservations through the website and, in some cases, in person at museums or tour locations. We do not have a physical office where you can book a tour in person.

However, you are welcome to contact us by email, chat, WhatsApp, or phone if you need assistance.

Yes. Your credit card number and information are encrypted and transmitted through the SSL protocol of our payment processing provider, PayPal.

Cleybercan.travel does not have access to our clients’ full credit card numbers. We only receive the cardholder’s name and never store credit card information, in compliance with banking and credit card regulations.

How can I know if my private experience or activity is accessible for people with disabilities?

Before booking, please contact us and request accessibility information. We will provide all relevant details as soon as possible.

Currently, Cleyber Can offers private experiences and tours in English and Spanish only.