Legal
Cancellation policy
What happens when you cancel a request or a service, at what point it stops being free, and how force majeure cases are handled.
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This English translation is provided for convenience. The Spanish version is the legally binding one. Read the legally binding Spanish version
Cancelling a service is not always possible or free: it depends on when it is cancelled and whether the goods have already left. This policy explains what happens at each stage and what can be expected in each case.
1. Before accepting the request
While the request is in the quoting stage, it can be modified or withdrawn at no cost. It is enough to notify us before Cuba Envios accepts the proposal and confirms the shipment.
The contents of the form, by themselves, create no commitment: no space or capacity is reserved at the time it is submitted.
2. Before dispatch
Once the request has been accepted and while the goods remain at origin, cancellation can usually be resolved without a penalty, because the international transport cost has not yet been incurred.
Cuba Envios will inform you in writing whether any charge remains associated with collection, preparation, or documentation already processed, and on what basis it is calculated.
3. After dispatch and before delivery
Once the shipment has left, cancelling means stopping it at destination, rescheduling its delivery, or authorizing its return. None of those routes guarantees that the goods will reach their original recipient.
At this stage, the operation assesses the cost of return, storage costs, and the risk that the goods cannot be reshipped. The applicable conditions are those Cuba Envios confirms in writing at the time of the request.
4. Cancellation of travel services
Travel services managed by Cuba Envios, such as flights, accommodation, and vehicle rentals, are governed by the rules of the specific fare confirmed at the time of booking, not by the rules for goods shipments.
Fares include a free cancellation period, a period with a penalty, and a point after which cancellation is no longer possible and only a date change may be requested. The three specific periods are stated in the booking confirmation.
This version of the site does not process online bookings: the website is informational and for contact purposes, does not register shipments or recipients, and does not open customer accounts, so every booking is formalized in writing with the operation.
5. Consequence of cancellation
When cancellation is not free, the operation may retain the amount for services already contracted and apply the penalty set out in the confirmed fare, the basis of which is explained to you in writing.
For goods shipments, costs already incurred and not recoverable may also be deducted. No amount is deducted without a prior and detailed explanation.
6. Force majeure
There are circumstances no one controls that prevent performance of what was agreed: extreme weather events, decisions by authorities, traffic restrictions, widespread failures in the transport network, or border closures.
In those cases, the operation informs you of the situation, proposes the available alternative and, if there is none, the consequences provided for in the fare apply. What derives from these causes will not be considered a failure to perform.
Need something else?
If this text does not answer your question, write to us and we will reply in writing. You can also check the help center or the other legal documents.