Refund Policy
Please ensure to read the following information which will help you reserve your tour and understand our refund policy. Tours cannot be reserved unless you agree to the Terms found below. The following Terms are a comprehensive explanation of use of how reservations are received, confirmed as well as refunded in case of inclement weather cancellations or Ships not arriving into Port.
You may jump to the following sections by following the links below.
Information Sent to our Website by Client
Tardiness
Reservation Requests
Availability Notices
Deposits and Reservation E-mails
Tentative Reservations
Deposit Refunds
Tour Cancellation
Tour Refund Information
Cancelled Tour Information
El Tucan De Costa Maya, S. A. de C. V., TucanCostaMaya.com, will not be held responsible for any wrong information or omissions stated by reserved party (Purchaser), we assume no responsibility for incorrect dates, times, e-mail addresses, or any other incorrect information provided to us by reserving party (Purchaser). Tours are reserved "as is" on the date and times requested by "users" of our website. Replies or Confirmations not received due to incorrect e-mail address(s) placed on our Reservation Forms by the "Purchaser" are the sole responsibility of the purchaser. In case of no response to submitted request(s), please return to our website and resubmit request.
El Tucan De Costa maya S. A. de C. V. will not be held responsible for late arrival of the "Purchaser" to the pre-reserved excursion(s).
Tour(s) availability requests sent from Website "users" to El Tucan De Costa Maya S.A de C. V. do not constitute a "booked" reservation. El Tucan De Costa Maya S. A. de C. V. will e-mail an availability report following an availability request to the e-mail address provided by requesting party. A confirmed reservation form will be sent to the purchaser stating availability being present for the requested number of people and dates.
Availability is transmitted as current availability, El Tucan De Costa Maya S. A. de C. V. will not be held responsible if the requested excursion is no longer available by the time a Credit Card Deposit is received to secure the reservation. A valid major credit card will be needed to confirm any reservation on our reservation system.
Once a credit card deposit for the tour(s) is received for the tour, tour deposits will be automatically processed to reserve/guarantee seating on the requested tour. E-mail confirmations for the selected excursion will be sent to purchaser(s) by El Tucan De Costa Maya S. A. de C. V. (unless otherwise noted) within 2 business days. Confirmations will state: Type of tour reserved, number of passengers, deposit placed for the excursion, money due at time of excursion, detailed directions for pickup, excursion or relevant excursion information. E-mail confirmations sent by El Tucan De Costa Maya S. A. de C. V. for reserved tour must be printed and presented at time of tour. E-mail Confirmation(s) to be printed by the "purchaser" for the reserved tour(s) will clearly state:
"Name of Tour" Confirmed Reservation
---- PLEASE PRINT ----
in the "subject line" of the E-mail Confirmation. It is the responsibility of Reserved Passengers (Client) to ensure the reservation e-mail is received for the excursion. E-Mail Reservations not received by Clients may be due to incorrect e-mail address(s) placed on our Reservation Forms by the "Purchaser" or E-Mail servers blocking our E-Mail responses, please E-Mail our Website or contact our Live Help Department in case of no response to submitted request(s).
Cancellations are honored two weeks prior to your reserved excursion Deposits are non-refundable. Cancellations with two weeks or more notice must be submitted in writing by replying to the original E-Mail Confirmation sent to reserved party e-mail address. If cancellations are not received two weeks or more prior to the reserved excursion the full charge for the excursion will be charged on the "Purchaser" credit card. Cancellations due to "illness" at time of excursion require a certified medical certificate from your Ship's doctor which can be emailed to our office or presented at time of excursion by participating group members.
Tentative Reservations ARE NOT ACCEPTED BY OUR COMPANY. Deposits are not refunded due to client cancellations.
Deposits are fully refunded due to Ships not calling Port for any reason, or due to Excursion Operator's cancellation due to inclement weather. Deposits are non-refundable with the exception of the two reasons listed above. Cruise Liners Excursions cancellations do not reflect our operational capabilities, if your Cruise Liner has cancelled their excursion it will not mean that our excursion of the same type is cancelled. Please call the number provided in your reservation E-mail in order to confirm a cancellation, or visit our Live Help Department by visiting our website(s) or make your way to the excursion's meeting location once in Port. Refunds will not be honored for any reason once Excursions have commenced.
Deposit Refunds. If your Excursion was cancelled by the Operator due to inclement weather or your Ship did not Call Port your Reservation Deposit will be refunded in full.
The deposit refund is obtained by replying to the Original Reservation E-mail received for the Excursion and placing a telephone call to our office +52 983-113-4302.
Refunds will not be issued without a reply to the original Reservation E-mail. The credit Card used for reserved excursion(s) deposit must be valid at time of refund, refunds will not be processed if the Credit Card used for the initial deposit is expired or invalid at time of refund. All refunds will be issue in the form of reversal of your PayPal payment.
NOTE:
The Port of Costa Maya is located in close proximity of all of our tours, a typical transportation time is approximately 10 minutes from the Port to the tour reserved. In case of an early arrival or late arrival of your Ship, reserved passengers must make their way to the meeting area regardless of times stated in the reservation where our Guide(s) will be meeting all reserved passengers for the excursion. Cruise Liners Excursions cancellations do not reflect our operational capabilities, if your Cruise Liner has cancelled their excursion it will not mean that our excursion of the same type is cancelled. Please make your way to the meeting area in order to ensure excursions are also cancelled by our Guides. Cruise Liners changed arrival date will not cancel your excursion, excursions will be moved to the changed arrival date, please make your way to the excursion, our Guides will be there to greet you.
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