Cancellation and Refund Policy

How to cancel or change your booking

Write to us at info@cozumeltours-excursions.com or on WhatsApp at +52 987 112 2875 with your booking number and the name on the booking. Your cancellation or change is valid once we confirm it by email.

If you cancel

• More than [por confirmar: __ horas] before the tour: [por confirmar: porcentaje de reembolso].
• Between [por confirmar: __ y __ horas] before the tour: [por confirmar: porcentaje de reembolso].
• Less than [por confirmar: __ horas] before the tour: [por confirmar: porcentaje de reembolso o sin reembolso].

Times are counted from the start time of your tour, in Cozumel time (EST). [por confirmar: cargos no reembolsables, si los hay (por ejemplo, comisión de pago)]

If your booking was received as a request and you have not paid anything, you can cancel it at no cost.

Changing the date

• You can ask for a new date up to [por confirmar: __ horas] before your tour, subject to availability.
• If the new date has a different price, we will tell you the difference before confirming the change.
• [por confirmar: número de cambios permitidos y si tienen costo]

Cancellations due to weather or by the operator

If the Port Captaincy closes the port, the weather makes the activity unsafe or the operator cancels the tour, we will contact you to offer:

• A new date, subject to availability, or
• A refund of [por confirmar: porcentaje: total o parcial] of the amount paid.

If the tour is interrupted once it has started for safety reasons, [por confirmar: qué se reembolsa, si algo].

No-shows and late arrivals

If you do not arrive at the meeting point on time, or arrive after the tour has left, the booking is considered a no-show: [por confirmar: reembolso en caso de no presentarse].

How refunds are paid

• Refunds are made to the same payment method used for the booking, through Stripe.
• We issue approved refunds within [por confirmar: __ días hábiles]. Depending on your bank, it may take some additional business days to appear on your statement.
• Refunds are made in the currency in which you paid. Your bank may apply its own exchange rate.

Payment disputes and chargebacks

If you have a problem with a charge, please contact us first: most issues can be solved quickly. If you open a dispute with your bank, we will share the booking information and our communications with Stripe and your bank so they can resolve it.

Activities in third-party facilities

Some activities take place in parks or beach clubs with their own rules. When they apply, [por confirmar: condiciones especiales de parques o clubes de playa, si las hay].