Terms and Conditions – Tour Operator Around Bacalar and Chetumal Tours
1. Reservations
All reservations are subject to availability. To confirm a tour, the customer must provide complete personal information and the corresponding payment according to the service policy. Confirmation of the reservation will be sent by email or an authorized electronic means.
2. Payments
Prices are expressed in the currency indicated at the time of purchase. Payments may be made through the payment methods accepted by the operator. In the event of a refund, the operator reserves the right to deduct a 5% administrative fee to cover non-refundable bank commissions and gateway fees.
3. Inclusions and Exclusions
Services included in each tour (transportation, guides, entrance fees, meals, drinks, etc.) will be specified in the experience description. Services not expressly mentioned in the confirmation are not included.
4. Documentation and Requirements
The customer is responsible for carrying physical, original official identification (Passport, ID, or Tourist Card/FMM as applicable).
Important: Photos, digital copies, or photocopies of documents are not valid and will not be accepted by local authorities or site administrators.
The operator is not responsible for denial of access to sites, transportation, or activities due to the lack of original documentation. No refunds will apply in such cases.
5. Responsibilities
The operator acts solely as an intermediary between clients and providers of transportation, restaurants, archaeological sites, and other services. The operator is not responsible for losses, delays, accidents, illnesses, damages, or expenses caused by third parties or force majeure (weather, natural disasters, immigration checkpoints, etc.).
6. Changes and Cancellations
6.1 Customer Cancellations: Refunds for cancellations by the customer will be processed according to the following schedule:
More than 72 hours before the tour: 100% refund (minus the 5% administrative fee).
Between 72 and 24 hours before the tour: 50% refund.
Less than 24 hours before the tour or "No Show": No refund will be issued.
6.2 Rescheduling: Customers may request to reschedule their tour at no additional cost if the request is made at least 48 hours prior to the scheduled departure, subject to availability.
6.3 Weather Policy (Force Majeure): Tours operate rain or shine.
Official Cancellations: A full refund or rescheduling will only be offered if the Capitanía de Puerto (Harbor Master) officially closes the lagoon/port or if Protección Civil issues an alert prohibiting activities.
Subjective Weather: Overcast skies or light rain that do NOT result in an official closure do not qualify for a refund.
6.4 Operator Cancellations: The operator reserves the right to modify or cancel tours due to unforeseen operational issues. In these cases, the customer will be offered an alternative date or a 100% refund.
7. Customer Conduct
Respectful behavior is expected. The operator reserves the right to deny participation to any customer under the influence of alcohol, drugs, or inappropriate behavior, without refund.
8. Insurance and Personal Responsibility
The operator recommends purchasing travel insurance. Customers participate at their own risk in activities such as hiking, boat rides, swimming, or other adventure activities.
9. Intellectual Property
Content in the operator’s materials is protected by copyright and may not be reproduced without authorization.
10. Acceptance
By booking a tour, the customer declares that they have read, understood, and accepted these Terms and Conditions.