Conditions

Cancellation refers to when the activity does not take place. This can occur in the following situations:

• Bad weather: If the port closes due to adverse weather conditions, you can either a) enjoy the activity on a later date, or b) if you prefer, the provider will refund 100% of your payment amount. In these cases, our team will get in touch with you using the contact methods we have on file (phone, email, SMS) to notify you and confirm your choice.
• Bad weather and no-show: If you request rescheduling due to bad weather and then fail to show up for the rescheduled activity, 40% of your paid amount will be refunded.
• No-show and bad weather: If you fail to show up for the scheduled activity and the weather conditions on the rescheduled date are declared unsuitable for the service, a 100% penalty will be applied. No reimbursement will take place in this scenario.

Cancellation Periods

The activity may be canceled depending on how much time prior to the activity you submit your request. The refund policy is as follows:

• For cancellations made more than 24 hours before the activity date and time, the provider will issue a full refund (100%).
• For cancellations made more than 12 hours before the activity date and time, the provider will issue a 50% refund.
• For cancellations made within 6 hours prior to the activity date and time, the provider will NOT offer any refund.
• For cancellations due to illness, the provider will issue a full refund upon presentation of a supporting medical certificate.

Note: Any customer who fails to arrive for their tour will be considered a no-show and will not be eligible for any refund whatsoever.

Cancellation Procedure

Should you need to cancel your reservation in accordance with the provider’s established policies, please contact the provider at the following phone number: +52 998 234 0889

Rescheduling Policy

If you wish to reschedule your activity, you can do so according to the following conditions:

• Free rescheduling: When requested more than 24 hours before the activity date and time, rescheduling is free of charge.
• Rescheduling due to bad weather: Rescheduling is free of charge.
• Rescheduling due to no-show: You can reschedule (subject to availability) for a $20 USD fee per person at check-in. This fee covers transportation costs.
• Bad weather followed by no-show: If you request rescheduling due to bad weather and then fail to show up for the rescheduled activity, only 40% of the payment amount will be refunded.

Rescheduling is unvailable on the date of the original reservation, in which case cancellation policies or charges subject to availability will apply.

Combo Cancellations

Once you’ve completed the first activity, you will not be eligible for a refund. However, you may reschedule the second activity at no additional cost in the event of inclement weather, as determined by the activity provider, who is familiar with safe operating conditions.

No show

Failure to arrive at the activity or the meeting point on time will be considered a cancellation with a 100% penalty. If you are using our transportation service, it is important that you adhere to the pickup times. In case you don’t arrive at the scheduled time and date, the van will leave and you’ll be considered a no-show. We will leave a notice in the lobby of the pickup point and send you a photo as proof via email.

No Show Rescheduling

Should you fail to show up on the date and time of the activity and wish to reschedule, you can do so (subject to availability) for a $20 USD fee per person at check-in; this charge corresponds to the cost of transportation.

OTA’s and Third-Parties

If you’ve booked any of our services through an online travel agency (OTA) or a third party such as Destinos Ahora, any request for a refund or clarification must be handled directly through the seller.

Reimbursement Times and Processes

To request a refund, contact the provider at the following phone number: +52 998 234 0889

The reimbursement process will be completed within 1 to 2 days, depending on your payment method.