Terms and Conditions

In order to provide a clear and transparent experience for both you, our valued customer, and us as service providers, we have established the following terms and conditions. These terms are designed to outline the expectations, responsibilities, and rights of both parties, ensuring a smooth and mutually beneficial interaction. We encourage you to carefully review these terms and conditions before engaging with our services, as they will govern our relationship throughout our engagement. If you have any questions or require clarification on any aspect of these terms, please do not hesitate to reach out to our team for assistance. We appreciate your trust in our services and look forward to serving you with the utmost professionalism and dedication.

1. Liability Waiver: All participants are required to complete and sign our liability waiver.

2. Minor Supervision: For all minors participating in the activity, the presence of an accompanying adult is mandatory at all times.

3. Weather-Related Cancellation: The tour may be subject to cancellation in the case of severe weather conditions. While our tours typically proceed in light rain and moderate weather, they may be canceled when faced with harsh or unsafe weather conditions.

4. Severe Weather Conditions Policy: In the event of an official “Red Flag,” “Black Flag,” or an official port closure issued by the Port and Coast Administration, we reserve the right to modify, reduce, divert, or change the tour without prior notice. Regrettably, no partial or full refunds can be provided in such cases, as these natural events are beyond our control and prediction. A full refund will only be issued if severe weather conditions jeopardize client safety, rendering the tour fully inoperable.

5. Payment Refund for Cruise Ship Non-Arrival: If, for any reason, the cruise ship does not arrive at the Costa Maya port, you will receive a full refund of your payment.

6. Cancellation Procedure: To cancel your activity, please send a written notification to hola@ecoexperience.mx.

7. Refund Policy:

  • Cancellation up to 7 days before the scheduled departure date qualifies for a full refund.
  • Cancellations made between 6 and 4 days prior to the scheduled departure date will incur a 20% cancellation fee.
  • Cancellations within 3 days of the tour departure date will incur a 50% cancellation fee.
  • Cancellations on the same day as the tour or “no-shows” are non-refundable (100%).

8. Rescheduling and Store Credit: If needed, you have the option to reschedule your booking for a future date or request “Store Credit” to use the funds for a future booking.

9. Operator Cancellation: In the event of harsh weather conditions or if your booking is canceled by the operator (Eco Experience), you will receive a full refund, including any fees paid at the time of booking through our website.