Terms and Conditions
We strive to make our policies and conditions as fair as possible for both our clients and ourselves, so we can continue to offer the best possible service. If you have any comments to improve our policies do not hesitate to contact us, we will be happy to talk with you.
1. CANCELLATION POLICIES
1.1. CANCELLATION DUE TO WEATHER
1.1.1. Due to the nature of our activities and to maintain the quality and safety standards for our guests, we work together with the maritime authorities in the area. They may sometimes make the decision to close the port and thus not allow tourism boats to sail out for activities at sea, this of course for our own safety. All cancellations due to reasons beyond our control will be re-scheduled with priority. If it is not possible for the guest to re-schedule, a 100% refund will be made.
1.2. CANCELLATION BY THE CUSTOMER
1.2.1. In case you want to cancel the activity more than 72 hours prior to the activity, you will be reimbursed 100% (with the exception of online payment fees if they apply) of what has been paid to date.
1.2.2. In case you want to cancel the activity more than 48 hours prior to the activity, you will be reimbursed 50% (with the exception of online payment fees if they apply) of what has been paid to date.
1.2.3. In case you want to cancel less than 48 hours before the activity, unfortunately in this case the refund will not apply.
1.2.4. In case you do not arrive on time at the time of the tour, or do not fully participate in the activity, or leave the activity prematurely because you do not feel well, or due to other causes that are not attributable to Underwater Mexico, we will be entirely concerned about you and we will do our utmost to make you feel better, but unfortunately in this case the reimbursement does not apply.
1.2.5. In all cases and in every possible way (without any responsibility) we will try to reschedule the activities at no extra cost, with the exception of points 1.2.3 and 1.2.4 of this section. We would also like to know what the reason for your cancellation is, so that we are sure that you are well (again) and to see if it is possible to adjust our policy to your specific case.
1.3. CANCELLATION DUE TO MEDICAL REASONS
1.3.1. Water activities - The nature of the water activities requires that our guests are in good health at the time of carrying out activities. We ask our guests to inform us in advance about any medical problem in order to be as well prepared as possible for every situation and to ensure safety within the activity. Underwater Mexico reserves the right to cancel activities in the event of conditions that jeopardize your health and/or the safety of all those involved in the activity. In this case, the amount of the refund will be determined by the time the cancellation takes place.
1.3.2. Activities on land - The activities on land are all cultural or educational activities like visits to museums, ruins, cities, shopping areas and/or all activities where no water activities are involved. We ask our customers to inform us in advance about any medical problem in order to be as well prepared as possible for every situation and to ensure safety within the activity. Underwater Mexico reserves the right to cancel activities in the event of conditions that jeopardize your health and/or the safety of all those involved in the activity. In this case, the amount of the refund will be determined by the time the cancellation takes place.
1.3.3. Underwater Mexico reserves the right to cancel the activity without refund if we consider that the customer is not suitable for a trip or tour, or if he/she may cause danger, nuisance or inconvenience to other customers. If the customer is under the influence of alcohol and/or drugs before an activity, the tour will be canceled without refund.
1.4. CANCELLATION BY UNDERWATER MEXICO
1.4.1. Due to the fact that some of our activities are 100% weather dependent, Underwater Mexico reserves the right to make necessary cancellations for the safety of all those involved in the activities. The compensation will be determined based on the activity carried out up to the moment of cancellation.
1.4.2. In the event of a cancellation for reasons not attributable to Underwater Mexico, the activity will be re-scheduled as a priority for the next possible date. In the event that the customer cannot take part in the activity on a different date, the compensation will be determined based on the activity carried out up to the moment of cancellation.
1.4.3. In the event of cancellation due to causes attributable to Underwater Mexico, 100% refund will be of the amount paid up to the time of cancellation.
1.5. CHANGES IN ITINERARIES
1.5.1. We will only occasionally make a change in the schedules of the activities, but when this happens, Underwater Mexico reserves the right to make these changes without prior notice and only if necessary or by causes beyond our control, taking into account the safety of the customers and all those involved in the activity, without this leading to compensation for the customer. In the event that the customer then cancels the activity, the provisions in point 1.2 "CANCELLATION BY THE CUSTOMER" of our “TERMS AND CONDITIONS” will be executed.
2. DIVE COURSES AND DIVE TRIPS
2.1 DIVE COURSES
2.1.1. The student must comply with all the requirements established in accordance with the standards established by the certifying agency.
2.1.2. Students in the certification process and certified divers must pay the full amount of the activity before the end of the activity. Underwater Mexico reserves the right to cancel the activity if the payment is not made.
2.1.3. The total cost of the course includes all standards and requirements set by the certifying agency. In case it is necessary to extend the time that is established for the certification of diving, the student will pay the extra days.
2.1.4. In the event of loss or partial or complete damage of the resources and materials that are provided during the diving course, these will be charged to the student, pending certification until the agreed cost of the materials is covered.
2.1.5. The cancellation of a diving course must be made no later than 72 hours in advance. In this case, a 100% refund applies. In the case of already purchased training materials, the reimbursement will be made, less the costs of this material. In case of cancellation due to medical reasons during the activity, an official medical certificate will have to be handed over and, if possible, the activity will be re-scheduled at no extra cost. If the activity cannot be resumed, an amount will be reimbursed on the basis of the activity already completed and the costs incurred at the time of the cancellation.
2.2 CERTIFIED DIVERS
2.2.1 To make a diving trip, the client must present his official certification of the institution to which he or she is affiliated (PADI, SSI, CMAS, TDI, IANTD, etc.). If not, the customer cannot join as a certified diver, but the customer can choose to participate in a one-day beginners course (DSD).
3. PHOTO AND VIDEO
3.1. COPYRIGHT
3.1.1. Our guests are aware that Underwater Mexico can take photos and videos during the activities and we reserve the right to use that material for advertising and promotional purposes without permission and/or financial compensation for the guest.
4. PAYMENTS
4.1. RESERVATIONS AND TOTAL PAYMENTS
4.1.1. The total amount of the activity must be paid before it is executed. Underwater Mexico reserves the right to cancel or reschedule the activity depending on the specific situation of each case, subject to the provisions of section "1.2 CANCELLATION BY THE CUSTOMER" of our "TERMS AND CONDITIONS".
4.1.2. All prices are based on quality, service and the best offer. Underwater Mexico reserves the right to change prices without notice, due to unforeseen increases or changes in the types of currencies to which our prices may be subject.
4.1.3. Payments that have already been 100% made are not affected by price changes afterwards.
5. INFORMATION
5.1. PUBLICITY
5.1.1. All information in brochures, on social networks, e-mails and our website is based on the most recent information available on the date of publication. Underwater Mexico reserves the right to change all facilities, vehicles and/or boats described in our communication tools without being responsible for compensation or reimbursement.
5.1.2. All price information in brochures, on social networks, e-mails and our website is based on the most recent information available on the date of publication. Underwater Mexico reserves the right to change the prices as described in our communication tools without being responsible for compensation or reimbursement.