Reservation & cancelation policies

Reservation Process

When you make a reservation through our website you can be assured you are making a secure online purchase. Once your request is sent, we will reserve your space and guarantee the availability of each excursion directly with each operator so you can avoid hassles and have a worry free experience. Upon confirmation of your reservation, you will be sent a link for direct payment via PAYPAL. For your convenience and guarantee please proceed with the down payment for the excursion.  Once payment is made you will receive an email confirmation.  Please print the confirmation and present it upon arrival to the tour or excursion. The balance must be paid in full on-site on the day of the excursion (by cash).   

If you do not get your confirmation number from our reservations department within 2 working days, please email us at [email protected]  

Note:  Reservations made on Friday can expect to receive a confirmation number by Monday afternoon or Tuesday morning.  Reservations made less than 2 working days prior to arrival are NOT guaranteed.  If you need to make last minute reservations please call +52 (987) 872-2041.  

Cruise Ship Passengers:

Please make sure to print your confirmation number or that you can check your emails onboard prior to your departure date from your home port.  For questions or comments please email us at:  [email protected] or call our Cozumel office directly at +52 (987) 872-2041.  

Cancellation Policies

• Any cancellation must be done within 24 hours prior notice by e-mail to: [email protected]
  
• If notification of cancellation is made less than 24 hours in advance, you will be charge 50%
  
• No-shows will be fully charged and may have the option to be placed on a standby list for any open space on the following tour. For scheduling due to bad weather, please notify to the CometoCozumel customer service office at: [email protected] 

Refunds for cancellations will be processed if:

• Made by the operator due to weather conditions or non arrival by the cruise ship, will be processed through Pay Pal.
  
• Your ship arrives into port late and you cannot make it in time to the meeting location (we will verify with the tour operator). 
  
• Your ship skips/misses the port. No port, no pay.
  
• A medical problem prevents you from safely participating in the excursion ( non participant may send doctor's note). 
  
• Refunds may be subject to a service charge fee as determined by the payment processor.
  

Restrictions:

• People under the influence of drugs, alcohol or similar substances that may prevent safe enjoyment, are not allowed to participate in water sports activities for their own safety.
• Guests wishing to participate in water sport activities must be physically fit and should do so at their own risk.
• For safety reasons, expectant mothers, guests with heart and respiratory conditions, and those with back/neck injuries may not participate.
  
• Minimum age for snorkeling is subject to parent's consideration.
• Children must be accompanied by an adult or guardian.
  
• One is considered a children when is less than 12 years old.
• All alcoholic drinks will be served only to Guests age 18 years and older and after all water-related activities are finished

.