Whale Shark Tour Cancellation & Refund Policy
Whale shark tour cancellation & refund policy: 100% refund, last-minute cancellations, weather conditions, and more., we understand that travel plans can change. Our cancellation and refund policy is designed to be clear and fair while considering the transportation, boat operation, staff, and other services that must be arranged in advance.
1. Cancellations Made in Advance
To receive a 100% refund, cancellations must be notified at least 12 hours before the scheduled hotel pickup time.
Cancellations received less than 12 hours before the scheduled pickup time are considered last-minute cancellations and are treated as a no-show, with no refund applicable.
2. No-Show at Hotel Pickup
If you do not arrive at the designated hotel pickup location at the scheduled time, the reservation will be considered a no-show.
Our driver will wait for a maximum of 5 minutes after the scheduled pickup time. After this waiting period, the vehicle may leave to continue the scheduled route.
No refund will be applicable for missed pickups caused by the customer’s failure to be ready or present at the agreed pickup location.
We strongly recommend being ready at the designated pickup point 10–15 minutes before the scheduled pickup time.
3. Health Issues Before or During the Tour
If a customer experiences a health issue during the transportation from the hotel to the port that prevents them from participating in the tour, the reservation will generally be considered a no-show, and no refund will be applicable.
Minor health issues that occur during the tour, such as seasickness, motion sickness, fatigue, or discomfort, do not qualify for a refund if the tour continues as scheduled and the customer chooses or needs to discontinue their participation.
For major medical emergencies occurring during the land transfer or boat excursion, appropriate emergency procedures will be followed. Applicable transportation or activity insurance coverage may apply according to the terms and conditions of the insurance policy.
Customers are responsible for informing our staff of any relevant medical conditions or limitations before departure.
4. Weather Conditions and Port Closure
Whale shark tours are subject to weather and sea conditions.
If the Harbor Master or the relevant maritime authorities officially close the port because of unsafe weather or sea conditions, the tour will be cancelled.
In this situation:
- Rescheduling for another available date is offered as the first option.
- If rescheduling is not possible or convenient, a 100% refund will be provided.
No cancellation fee will be charged when the tour is cancelled due to an official port closure.
5. Force Majeure and Unforeseen Circumstances
In the event of circumstances beyond our reasonable control that prevent us from providing the scheduled transportation or tour, such as severe weather, natural disasters, road closures, government restrictions, port closures, or other major unforeseen events, we will offer:
- Rescheduling for the next available day, when possible; or
- A 100% refund if rescheduling cannot be arranged.
The final determination will depend on the nature of the event and the availability of the required transportation and tour services.
6. Whale Shark Sightings Are Not Guaranteed
Whale sharks are wild animals, and their presence, location, number, and behavior cannot be controlled.
Therefore, not seeing whale sharks does not automatically qualify for a refund.
Our crew will make every reasonable effort to locate whale sharks while following applicable safety requirements and wildlife regulations.
If whale sharks cannot be located, the alternative activities offered during the tour will depend on weather, sea conditions, available time, and applicable regulations.
7. Snorkeling Opportunities
The number of times guests may enter the water depends on several factors, including:
- Number of whale sharks in the area
- Whale shark behavior and location
- Sea and weather conditions
- Number of boats in the area
- Applicable federal wildlife regulations
- Instructions from local authorities
Because these conditions are outside our control, a specific number of snorkeling opportunities cannot be guaranteed.
8. Wildlife Regulations
Our tours operate under applicable Mexican federal regulations and wildlife-protection requirements.
At certain times, conditions, or locations, guests may be required to observe whale sharks from the boat rather than enter the water. These decisions are made to comply with regulations and protect both guests and wildlife.
If authorities or our crew determine that entering the water is not permitted or safe, this does not qualify for a refund.
9. Customer Responsibility
Customers are responsible for:
- Providing the correct hotel information and contact details.
- Being ready at the designated pickup location on time.
- Following the instructions provided by the driver, captain, and crew.
- Following all safety and wildlife-protection regulations.
- Informing the staff of relevant health conditions or limitations before departure.
- Bringing any personal medication they may require during the excursion.
Failure to comply with these responsibilities may result in the customer being unable to participate in the tour, without a refund.
10. Refund Processing
When a refund is approved, it will be processed through the same payment method used for the reservation, subject to the processing times of the payment provider or financial institution.
Any fees charged by a payment processor or financial institution that are outside our control may not be refundable.
Important Notice
This is a 100% natural wildlife experience. Although our team makes every reasonable effort to provide the experience described, wildlife sightings, sea conditions, weather, and government regulations are beyond our control.
By booking the tour, customers acknowledge and accept these conditions and the cancellation and refund policy described above.