TERMS AND CONDITIONS
What terms are
you agreeing to when booking a tour through Playa del
We'll tell you. If you have any questions about these terms or conditions, feel free to contact us.
1. YOUR ELECTRONIC TICKETS AND THE BOOKING PROCESS
Once you have made your reservation, and paid for your tours, we will immediately issue you a receipt of payment via email. Then, within the next 24 hours (in most cases), we will send you an electronic ticket for each tour via e-mail, along with all relevant meeting instructions, contact information, or other important information. These tickets are your admission to your tours. You must print out your tickets and bring them with you to Playa del Carmen, just like you would with an airline or train ticket. On the day of your tour, you will present your ticket to the tour operator for admission to the tour. Except in very rare cases, it is not necessary to reconfirm your reservation or do anything else once you get to Playa del Carmen, everything is set. You just need to show up at the indicated place and time, and start having fun!
2. MEETING TIMES AND LOCATIONS
Your ticket will show the exact meeting time and location of your tour. The times and locations shown on the rest of the website are subject to change without notice, and only the location and time shown on your ticket matters. If you are not at the meeting location shown on your ticket at the time shown on your ticket, no refunds will be issued, even if a different time or location is shown on our website. Make 100% sure that you have your ticket with you on the day of the tour and that you follow the instructions shown on it's face. This will ensure you have no problems, only have fun.
3. NO PORT, NO PAY POLICY (CRUISE PASSENGERS ONLY)
If during your sailing, your cruise ship is not able to make port as scheduled due to weather conditions, mechanical failure, or other unforeseen circumstances, we will cheerfully issue you a 100% refund of your money.
If an itinerary change is announced in advance of your sailing, while you still have the opportunity to reschedule your cruise, we offer you two convenient options.
1) We will issue you a voucher valid for 1 year that you can use to reschedule your tour with us free of charge.
2) Receive a full refund of your tour cost, less 5% to cover the fees the bank charges to process your refund.
If your ship is changing itinerary, and will port on a different date than originally scheduled, please call us or email us right away so we can make the necessary arrangements to reschedule your excursions so that you don't miss a beat. We need a little notice to be able to do this for you, so it is important to contact us in these situations.
This policy offers you peace of mind that you will not lose your money if your ship's port of call is cancelled. There is no risk to book with us!
Exception: For Dolphin activities, the refund will be 95% because a 5% bank transaction fee is charged by the tour operator.
4. CHANGING YOUR TOUR DATES
Keep in mind that availability on many tours is limited, so if you change close to the tour date, some tours may be sold out for the dates you want to switch to. To be safe, try to get your plans ironed out ahead of time if possible. While we normally can assist you with your changes for free as part of our service, there are a couple of exceptions. that are necessary to keep things running smoothly. Multiple changes to a single reservation may require a small 5% processing fee, and no changes are permitted within 36 hours, so try to get things sorted out prior to reserving.
5. CANCELLATION POLICY
We will cheerfully issue you a refund for your tour up until 36 hours before the tour date, less a very small 5% processing fee to cover the credit card fees we incur to process your cancellation. However, within 36 hours of the tour, all reservations are non-refundable, as we are unable to get our money back from the tour operator. Of course, if you are a cruise passenger, and your ship doesn't make port as scheduled (see #3 above), or if the tour is cancelled by the tour operator for weather or any other reason (see #10 below), you will receive a 100% refund for your tour.
Under some circumstances, we may be able to switch you to a different day or offer another solution, even within 36 hours, if you're not going to be able to make it, call or email us. We'll do whatever we can, but we can't make any promises.
We do have to apply stricter conditions for cancellations of fishing trips, private boat charters, and large groups, as these type of trips take a lot of work on our part to set up for you, and are difficult to re-book on short notice, as people normally book these well in advance of their trip. See details below:
Private Boat Charters 37 feet and under (including fishing trips): We're happy to assist you with your cancellation up until 7 days before the trip with only a small 5% processing to help cover the credit card fees and other costs we incur to process these requests. Cancellations within 7 days are non-refundable.
Large Groups, Specialized Tours, and Boats 38 feet and larger: We're happy to assist you with your cancellation up until 30 days before the trip with only a small 5% processing fee to help cover the credit card fees and other costs we incur to process these requests. Cancellations within 30 days are non-refundable.
Airport Transfers: All reservations must be made prior to 5:00 PM Central Time the day before the service is requested. If you make your reservation after this time, we will not have time to confirm your service, and will have to cancel your reservation and refund 95% per our usual cancellation policy.
6. NO-SHOW POLICY
We are unable to issue a refund for a no-show under any circumstances, except our no-port, no-pay policy stated above. This applies to all reasons except as noted in # 1 above, including issues with your transportation, such as car breakdown or cancellation of the ferry service from Cozumel.
7. LATE ARRIVAL POLICY
If you are late for your tour, and your tour leaves without you, we are unable to issue you a refund. This applies to all reasons except as noted in # 1 above, including issues with your transportation, such as car breakdown or cancellation of the ferry service from Cozumel.
8. CUSTOMER SATISFACTION POLICY
We strive to provide you with the best possible service in booking your tours. However, we do not run the tours ourselves, we simply book them for you at a discounted price. All disputes over the quality of the tour or issues with the tour itself, including issues regarding videos, photos, t-shirts, etc, must be taken up with the tour provider. Playa del Carmen Tours cannot be held responsible for services that we do not ourselves provide.
We will never share your e-mail address with anyone else under any circumstances without your express permission, and will never sell your e-mail address to anyone. We value your privacy and your security. All online transactions are processed without a human eye ever seeing your credit card or bank account information, and are processed with the highest level of encryption currently available for your safety. Details.
10. BAD WEATHER POLICY
Most tours in Playa del Carmen run rain or shine. This is the tropics, so it can rain a little bit on any given day, so if they had a no rain policy, there would be no tour operators in Playa del Carmen. However, if it does rain, it's normally just for 15 minutes of nice, warm rain (feels good in the summer months!), then back to bright sunshine. Nothing to worry about. If it rains on the day of your tour and the tour operator cancels the tour, of course, you are entitled to a 100% refund. However, if the tour still runs, rain or shine, then our cancellation policy as stated above applies.
11. TOUR OPERATOR POLICIES
These tours all subject to the terms and conditions of the tour operators themselves. You may not be allowed on the tour if you:
1) Show signs of intoxication
2) Show signs of infectious disease
3) Are pregnant or do not meet the height or weight requirements for the tour
4) Are unruly or otherwise disrupt the enjoyment of the other participants
These terms and conditions vary - if you have specific questions about these policies for a certain tour, you are welcome to ask us, or we can provide you with the contact information for the operator themselves.
12. CHARGEBACK POLICY
This reservation will show up on your credit card statement as "Mexico Fun".
If you have a complaint about any service we provide, please contact us first. Customer satisfaction is very important to us, and we strive to stand behind our products and services that we sell. We will make every attempt to ensure that you are completely satisfied with the services we've provided you. If you are unhappy with our services for any reason, please do not file a chargeback with your credit card before you have given us a chance to work it out with you. Fraudulent chargebacks (chargebacks filed for services you did receive or issues that are listed in the terms and conditions herein) will be assessed a $25.00 fraudulent chargeback fee and a $20.00 collection fee (charged by the credit card company, not us), and will be pursued through a collection agency. We know you wouldn't do that, though, would you?
13. DISCLAIMER (AKA THE "CYA CLAUSE")
The services advertised on this website are provided by independent contractors and not agents or employees of Playa del Carmen Tours, JS Tour & Travel Inc., or it's affiliates. Playa del Carmen Tours, JS Tour & Travel Inc., or it's affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefrom.
The Website works as a middle-agent between the client and the operator of services listed on the Website. As such, the Website creates the necessary commercial connections in compliance with its own service and quality standards to provide services such as, but not limited to, fishing and snorkeling charters. Only the most reputable suppliers are selected for this purpose. However, the Website cannot be held liable for their acts, omission, wrongdoing or other. Travel services are subject to the conditions set by those suppliers, and their liability may, in turn, be limited by their tariffs and conditions of service. The Website acts only in its role of agent for the client or for the supplier of the goods and services rendered and as such, does not keep any legal authority or control over the operator's personnel, assets, operation and/or property.
The Website herewith declares that:
(a) Photographic material published on its Website is intended to render a general depiction of the service in question and by no means can be guaranteed that the service will be supplied exactly as depicted.
(b) Travel services descriptions are regularly updated for a depiction of the product as close to reality as possible. However, the Website cannot be held accountable for variations occurring upon your arrival at the travel service site.
(c) The Website will reserve the right to deny the supply of a service to any client at any given moment if and when it considers convenient to do so.
(d) Any claim or comments that the client should present about the services received must be submitted in writing within a period of time no longer than 14 days from travels end date.
The Website will not assume liability for any claims, costs or expenses arising from personal injuries to the client or third parties, or caused by accidents, fatalities, loss or damage to personal property, lack of enjoyment or claims over emotional and mental states such as upset, disappointment, anguish, distress or frustration, or any other damage, whether physical, mental or emotional, arising from the following:
(a) Acts committed or omissions caused by any party other than the Website or its employees.
(b) Illness, theft, labor disputes, mechanical failures, quarantine, government actions, weather or any other circumstance beyond direct control of the Website.
(c) The client's failure to obtain the required travel documentation such as, but not limited to, passports, visas and certificates, in which case no refund will be granted.
(d) The client's failure to comply with travel instructions such as, but not limited to, tour dates and times, meeting locations, or other instructions.
(e) Changes to, or cancellation of, the travel services offered, notwithstanding the reason. The Website reserves the right to cancel or change the travel services at its discretion, but will try to substitute them with comparable services. If a reservation must completely be canceled, the Website's liability will be limited to a refund of all monies paid to the Website.
Despite our close communication with our selected group of service suppliers, there is still a possibility that changes on the rates may occur without notice. As some of the rates become expired and cannot be timely updated by the operator to your immediate convenience, the Website regularly runs a rates verification process which may yield differences between the price you have paid for your reservation and the price you need to pay to actually enjoy the service. When an updated rate happens to be lower than the originally offered to you, the Website will only charge the lower amount. When an updated price is higher than the originally quoted price, the Website will have a travel consultant inform you of the specific variation and the resulting balance that needs to be covered. Should you not agree to the correct amount and decide to cancel upon the circumstances, the Website will honor your cancellation request without penalty. The Website and its service suppliers will also be released from any responsibility towards compensations that the client may claim and will not be considered liable for any inconveniences arising from the said rate difference and/or cancellation.
14. FUN POLICY
Now that you've read through all these legal blah-blahs, loosen up and have fun this vacation! Playa del Carmen welcomes you with open arms. We're happy to help you resolve any questions or issues you have within the guidelines of these terms - just Contact Us!