The purchase of tickets for events organized by Parque Cascadas de Tamasopo represents a final transaction whether made by cash, credit or debit card, bank transfer, bank deposit, or electronic means, either at the park’s box office or on online ticketing platforms, when the operation of the announced event depends solely on the park. Once the buyer has completed payment for the tickets, whether at the park’s box office or through a ticketing platform authorized by the park, the tickets will be subject to our Purchase Policy, even if the tickets are not used. Tickets will be electronic and will be sent by email after payment is completed. If you do not receive them within 15 minutes of payment, check your Spam folder. If payment was made at a convenience store, it may take up to 6 days to be credited. If you do not receive the email with the electronic tickets, you may contact our Customer Service area at 482 103 9360 from 9am–5pm, or from outside Mexico at +521 482 103 9360, and via email at reserva.cascadas@gmail.com, so that your case can be followed up and the tickets sent as soon as possible. It is essential to present the QR code included in the electronic tickets at the event entrance, either printed or on your electronic device. If not presented, we will not be able to allow you access.

To exchange tickets from one event to another when it takes place on consecutive days, you must contact our Customer Service area to verify availability, pay a commission of fifty pesos ($50 MXN) per ticket you wish to exchange, and if there is a price difference from the day of purchase, cover the corresponding amount. If there is no availability, it will not be possible to transfer the tickets and the buyer will be subject to the refund terms if preferred. Ticket exchanges may be made at least one day before the event. On the day of the event, no exchanges will be made. If the exchange is due to causes beyond the buyer’s control and the park’s will, the date change will be made without liability to the buyer, and alternatively, a refund may be requested under the policies contained in these terms.

Refunds will apply in the event that the event is cancelled or rescheduled, or upon the buyer’s request according to the periods indicated below.

1. At least 30 days before the event, you may request a refund for the total amount of tickets purchased, except for the service charge.
2.  At least 15 days before the event, you may request a refund for 50% of the tickets purchased, except for the service charge.
3. From day 14 before the event onward, no refunds will be issued for purchased tickets.

The refund request must be made at the site where the tickets were purchased and will be subject to the timeframes indicated during the refund process.