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Terms & Conditions

Read carefully to prevent misunderstandings

Our team is always committed to you to provide the best service from the first contact.
Isla Contoy is a service provided by Cancun Sailing, we are located at:
Av. del Sol No. 2, Mz. 13, Lt. 2, SM 44, Planta Alta, 77506 Cancún, Quintana Roo, México.
Agreement: The visitor from now on VISITOR of the express domain from now on “SITE”, it is agreed the VISITOR of the SITE accepts the following terms and conditions on the information as well as the services provided by it, it is understood and it is assumed that the VISITOR has read each of the terms and conditions included in this section.
Declarations: The VISITOR of the SITE declares to be of legal age, with the capacity of self-determination as a citizen, to have an interest in the services provided by the SITE, also to be governed under the terms and conditions of the same, to make correct use for the purposes for which It was created commercially.
Payment Policies: Once the payment has been made through the SITE, either totally or partially, the USER undertakes to liquidate the total of the requested service, and the SITE to send him a confirmation number, either via the SITE or the lines of communication that it has provided for this purpose.
Given that the SITE does not store sensitive information such as credit card, debit card, or any other payment method that the USER uses to make transactions with the SITE, since it handles completely secure platforms verifiable by the USER for its security.

Change & Cancellation Policy

Conditions for shared tours: 
  • Cancellations 24 hours before the tour day: You will have to cancel your tour without penalization for up to 24 hours before the day tour to obtain 100% of your refund.
  • Cancellations within 24 hours of the tour day: You will have the right to reschedule your tour for a date other than the agreed one, only in case of any illness you may be entitled to a refund by presenting a medical certificate.
  • Cancellations with a partial refund: If you can't reschedule and are under the 24 hours limit for tour day you will be penalized with 30% of the price of the tour, this is because we have an operational/sales cost like transportation service and space to sell lost.
Conditions for private services: 
  • Cancellations 5 days before the tour day: You will have to cancel your tour without penalization for up to 5 days before the day tour to obtain 100% of your refund.
  • Cancellations within 5 days of the tour day: You will have a 30% penalization, this is because we have an operational/boat rental loss, with that time will be difficult to rent the boat again.
  • Cancellations with a full penalization: If you are under the 24 hours limit for tour day you will be penalized with 100% of the price, this is because we have an operational / sales cost like transportation service, boat rental loss, food service, drinks, and any other special requirements will be penalized too.
Causes of force majeure: In the event of occurrences such as hurricanes, earthquakes, floods, government closure of ports and seas, acts of terrorism, strikes, bankruptcy filings or bankruptcy, activity suspension, demonstrations, or other acts of force majeure, you will be entitled to a full refund. We understand that these circumstances are beyond your control and may impact your ability to participate in the scheduled activity. Our priority is to ensure your safety and well-being, and therefore, in such cases, we will proceed with the corresponding refund. It is important to note that we have an established process for requesting refunds due to force majeure causes. By following this process, we will be able to process your request and initiate the refund.
Bad weather: When it comes to cancellations due to adverse weather conditions for our maritime activities, we strictly adhere to the guidelines set by the Harbor Master's Office, the sole authority responsible for determining weather conditions and their impact on navigation. Websites or weather applications, as well as rain or cloudy weather, are not considered valid reasons to cancel a service if the competent authority, the Harbor Master's Office, indicates that the port is open for navigation. We understand that weather conditions can be unpredictable and can change rapidly. However, our policy is based on following the instructions of the Harbor Master's Office, as their authority prevails in such situations. We always prioritize the safety of our customers and will take necessary measures to ensure their well-being in the event of adverse weather conditions. We recommend staying in constant contact with us to receive updates on any changes in the scheduling of our maritime activities due to weather conditions. We will always strive to provide a safe and enjoyable experience for our customers, within the framework of the guidelines established by the Harbor Master's Office.
Termination: Isla Contoy Experience reserves the right to terminate any contract with the USER at any time or for any reason, including inappropriate use of the SITE or breach of the terms and conditions described herein.