TERMS AND CONDITIONS
What terms are
you agreeing to when booking a tour through Cozumel Tours?
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 Cozumel,
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 Cozumel, 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 90% because a 10% bank transaction
fee is charged by the tour operator. You also have the option
to get a certificate that lets you do the activity again on any date
in the next year at no charge. It's up to you which option
best meets your needs.
4.
CHANGING YOUR 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're happy to assist
you with your cancellation up until 36 hours before the tour.
We will happily issue you a refund for your tour, less a very small
5% processing fee to help cover the credit card costs 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 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 or assist you in changing your dates up until 7 days
before the trip with only a small 5% processing fee for changes or a
$50.00 processing fee for cancellations to help cover the credit
card fees and other costs we incur to process these requests.
Changes made within 7 days of the trip date are allowed, but are
subject to a $50.00 processing fee. Cancellations within 7
days are non-refundable.
Large Groups, Specialized Tours, and Boats 37
feet and larger: We're happy to assist you with your cancellation or
assist you in changing your dates up until 30 days before the trip
with only a small 5% processing fee for changes or a $50.00
processing fee for cancellations to help cover the credit card fees
and other costs we incur to process these requests. Changes made
within 30 days of the trip date are allowed, but are subject to a
$50.00 processing fee. Cancellations within 30 days are
non-refundable.
Airport Transfers: All reservations must be
made prior to the time 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 # 3
above, including issues with your transportation, such
as car breakdown or cancellation of the ferry service
from Playa del Carmen.
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 # 3 above, including issues
with your transportation, such as car breakdown or
cancellation of the ferry service from Playa del Carmen.
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. Cozumel Tours cannot be held responsible
for services that we do not ourselves provide.
9. PRIVACY
POLICY
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 Cozumel 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 Cozumel. 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
If you are
not allowed on the tour for the reasons above, no
refunds are available because the tour operator cannot
resell the space on the tour. 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 Cozumel Tours, JS Tour &
Travel Inc., or it's affiliates. Cozumel 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! Cozumel 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!
