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terms & conditions of our service

Booking and Payment

1. Rates and prices are valid on the day of your booking. Payments can be made in cash, transfer, or credit card through PayPal. The prices presented are described in US dollars, if you wish to pay in Mexican Pesos the exchange rate will be 20 MXN per USD dollar.

2. Reservations are subject to availability on the dates requested and will not be guaranteed your boat until we receive at least 30% deposit of your booking.

3. For a PRIVATE BOAT the reservations must be made and confirmed at least 48 hours before the service is provided to check availability. As soon as we receive your deposit your boat chosen will be blocked. 

For a REGULAR TOUR the reservations must be made at least 24 hours before the booked date.

4. Payment for services will be made as follows:

  1. Deposit or Bank Transfer in a Mexican Account.
  2. Wire Transfer to an EE.UU. or European Account.
  3. International Payments by PayPal to info@experienciascancun.com
  4. Booking online service is available ONLY for a REGULAR TOUR up to 24 hours before the booked date.
  5. The USER agrees to pay the total amount of the service requested until the day of the reserved event.

5. Payment of 100% of the agreed fee can be completed by cash, transfer or PayPal. In the last case, if you wish to pay the full bill through PayPal, an extra 6% of PayPal’s fee will be added to the total amount. 

Changes and Cancellation Policies

CONDITIONS FOR REGULAR TOURS

  1. Up to 48 hours before, you will cancel your book  and will get 100% of your payment.
  2. From 48 hour to 24 hours you could change the reserved date and you will receive the 80% refund ONLY in case of illness upon presentation of a medical certificate.
  3. Within 24 hours of the reserved tour date, there is no refund or change of date. 

CONDITIONS FOR PRIVATE SERVICES IN CANCUN

  1. Once we receive your deposit, the boat is blocked, and you can cancel the service up to 10 days before the reserved date to get 100% refund or change of itinerary done.
  2. After 9 days it is 100% non-refundable, but you can change the date depending on availability and weather conditions up to 48 hours before.

  3. EXPERIENCIAS CANCUN reserves the right to make itinerary changes due to bad weather or cases of force major. 

  4. EXPERIENCIAS CANCUN reserves the right to change or cancel the book if the users present behaviors that endanger life and health during the service. Including inappropriate use of the objects or breach of the terms and conditions described here. In this case, there will be no refund.

  5. The transportation service is EXCLUSIVE only in the schedule, capacity and date previously defined. In case of delays or changes within 24 hours before reservation, there will be an extra charge, and it will depend on the availability of vehicles.

FORCE MAJEURE CAUSES: No refund will be made due to force majeure, when the reasons are beyond the control of EXPERIENCIAS CANCÚN. Such as hurricanes, earthquakes, floods, government closure of ports and seas, acts of terrorism, car accident or strike. The user can change the reserved date for another available one. When the boat has already departed and is cancelled due to FORCE MAJEURE CAUSES, there is no refund or change of date. 

100% Refund Policy

  1. The 100% refund will be applicable only if user cancel the service up to 10 days before the reserved date. The PayPal or Bank commission will not be refund. 

Partial Refund Policy

  1. 80% Refund of down payment in case of sickness, submitted recent medical form after 9 days of the reserved date. 
  2. 80% of down payment if due to bad weather* or force majeure it is necessary change the date and the user is unable to make that change.
  3. 70% Refund of down payment if the service is cancelled from 9 days before the reserved date.

No Refund Policy

  1. The service is canceled without refund after 72 hours before the reserved date.
  2. If users present behaviors negligents, disrespectful manner, illegal, destroying the environment or endangering their safety or others safety during the service. Including inappropriate use of drinks, objects, staff or breach of the terms and conditions described here. The service will be cancelled without refund.
  3. If user cancels the service when the boat has already departed or during the rental time.

*In case of light rain or cloudy weather, the service will not be cancelled or rescheduled. It refers to “bad weather” when there is heavy rain and strong wind, and port closure by Harbor Master for certain vessels according to their size.

CONDITIONS FOR PRIVATE SERVICES IN THE RIVIERA MAYA (departures from Puerto Aventuras Dock)

  1. Up to 14 days before the reserved 90% of the tours’s value will be refunded. 
  2. After 14 days it is non-refundable.
  3. EXPERIENCIAS CANCUN reserves the right to cancel or make itinerary changes due to bad weather or cases of force major.

Insurance and Damages

All our boats have hull insurance, civil liability insurance and accident insurance cover for all passengers and crew. In the case of negligence or any damage to the vessel, the customer is obligated to cover the repair expenses. The insurance does not cover accidents, injuries or death due to risky sports such as swimming, snorkeling, paddle boarding, wave runners, scuba diving, fishing, among other activities.

The consumption of illegal drugs is strictly forbidden during the charter. The consumption of alcohol increases the risk of injury or death onboard or in water.  Experiencias Cancun will be held harmless from any and all claims or liability for property damage, personal injury or death arising from or related to, directly or indirectly, the usage of the boat, water accessories and activities related to the boat.

 

BEVERAGE PACKAGE TERMS AND CONDITIONS 

  1. Guests must be at least 18 years of age at the time of travel to consume alcoholic beverages.
  2. Drinks are a courtesy, and cannot be changed or transferred without an extra charge. Drinks are also not refundable if they are not consumed. 

  3. Brand availability may vary by boat and season. EXPERIENCIAS CANCUN reserves the right to make changes due to availability. 

  4. Drinks on board are calculated for moderate consumption according to the capacity of the boat. Drinks are not unlimited, for safety and capacity reasons.

  5. The Premium bar are also limited for same reasons. 

  6. A charge of 10 USD will be added for corkage of an alcoholic bottle brought by the guest, with a limit of 4 bottles for every 10 guests.
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