Cancellation Policies

Bad Weather

If there’s seaport closure due to bad weather, enjoy your snorkeling tour another day, or if you prefer, your money back (100% refund). In these cases, our team will reach you by the contact point we have registered (phone, email, SMS) to notify and ask your decision.

Cancellation periods

The activity could be cancelled according to the previous time of the activity in which you do the booking. The refund policies are:

• Cancellation with more than 24 hours in advance to the date and hour of the activity. If you cancel 24 hours previous to the activity, we offer you a refund of 100%.
• Cancellation with more than 12 hours in advance to the date and hour of the activity. If you cancel with 12 hours previous to the activity, we offer you a refund of 50%.
• Cancellation with less than 6 hours previous to the date and hour of the activity. If you cancel with less than 6 hours in advance, we DO NOT offer any refund.
• Cancellation for illness. If you cancel for illness and you show a supporting document from a doctor we offer you a refund of 100%.

Note: If you don´t show up at the tour, this will be consider as “No Show” and it will not be done any refund.

Method of Cancellation: If you need to cancel the booking according to the policies established, we request you to call us at the phone +52 9988494360 or by an email to the address: tours@cancunrivieramaya.com
We request you kindly that you have in mind that if you don´t use your booking or you don´t show up at the date of booking, unfortunately it won´t be refund. In addition, it is important to mention the booking will be active during 3 months starting at the first date of the activity or reschedule. After that period, the booking could not be used.

Reschedule Policy

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

• Free reschedule: if you request before 24 hours previous to the date and hour of the activity, you could reschedule for free.
• Reschedule on bad weather: in case of bad weather, the reschedule will be allow without cost.
• Reschedule for no show: if you don´t show up and you want to reschedule, you can do it (subject to availability) with a charge of $15 USD per person when you do check-in, this charge is suitable for transportation cost.
• Bad weather, then no show: if you request the reschedule due to bad weather and then you don´t show up for the reschedule activity, the refund will be 40%.

The reschedule is not available for the same day of the activity; in this case, it would apply the cancellation policies or charges subject to availability.

Cancellation for Combos

Once you have done the first activity, you could not receive any refund. However, it is possible to reschedule the second activity without additional cost when it comes up an event of bad weather. This would be determined by the activities provider, who knows the secure operational conditions.

No show

Not taking the tour or not showing up on the meeting point on time will be considered as a cancelation with a 100% penalty.
When using our transportation service, pick-up times must be met on point. In case of not showing up during this window of time, the van will drive away and it will be considered as "NO SHOW". A notification paper will be left in your hotel's lobby and a picture will be sent to your email as evidence.
You can reach our location by yourself before the boat's departure time, and drop-off hotel service will be available if needed.
Reschedule for no show: if you don´t present at the date and hour of the activity and you want to reschedule, you can do it (subject to availability) with a charge $15 USD per person when you do check-in. This charge is suitable for transportation cost.

OTA's and Third Parties

In case of booking any of our services through an OTA (Online Travel Agency) or a third party, only their cancellation and refund policies will apply, as we'd serve as the tour supplier only. Any refund or clarification must be requested and processed by the seller.

Refund times and sequence

All refunds must be asked by email to tours@cancunrivieramaya.com, your Cancún Riviera Maya advisor's email or clicking here, you can also do it by phone or WhatsApp. The refund will be processed and completed at a period of 1-2 days, depending on your payment method.