Privacy Policy

Any violation of these points is grounds for cancellation of the tour without the right to any kind of refund:

• The consumption of drugs or narcotics is prohibited.
• The abuse of alcohol is prohibited.
• Children under 6 years of age are forbidden to be alone in any part of the boat.
• It is forbidden to throw any kind of food or object into the sea.
• It is forbidden to stand anywhere other than on the floor of the boat.
• It is forbidden to jump into the water without prior authorization from the crew.
• It is forbidden to separate from the group while snorkeling if not previously authorized.
• Swimming under the boat is forbidden.
• It is forbidden to touch any of the vessel’s navigational devices or any of its controls.
• Chartiers del mar is not responsible if you, as a client, purchase any food or service that is not included in your reservation, for example, the rental of “X” and the purchase of lobster.

Times

• The service will start according to the time on your reservation confirmation.
• In case of earlier arrival, please wait for us until the yacht is ready for you.
• In case of arriving later, the service will end and the time we established in the booking confirmation.
• It is strictly forbidden to harass the crew physically or verbally.

Overtime

• Overtime may be requested during the tour subject to availability and authorization with additional price according to the yacht charter.
• If the return to port is delayed more than 15 minutes due to the client, an extra hour will automatically be charged at full price.

Damage to boats or equipment

• In case the client damages the boat or equipment, the client will be charged the full amount to repair the damage of the incident. The damage must be paid before arriving at the marina.
• If the damage is not paid before arriving at the marina, the authorities will be called and the client will not be allowed to leave the marina until payment is completed.

Zero tolerance policy

• At Chartiers del mar we promote values such as freedom of expression and we are respectful of all people regardless of their sex, race, religion, political affiliation, sexual orientation, social class, etc.
• Therefore, we ask our customers to be respectful to our staff.
• Insults, derogatory terms, threats or mistreatment directed at our staff will not be tolerated.
• At Chartiers del mar, our commitment is to provide our clients with the best service, so we ask our clients to treat us as respectfully as we treat them. If as a client you disrespect a member of our staff, whether physically, verbally, in writing, graphically or otherwise, your relationship with Chartiers del mar will be terminated immediately.
• For those clients in the process of booking, your account will be blocked, and your booking process cancelled.
• For those customers using our services, whether by sea, air, land or catering; the service will be interrupted immediately and without right to reimbursement, in addition to being considered persona non grata by the company.

Cancellations by Covid

At Chartiers del mar we understand that the current situation regarding COVID-19 may cause unexpected changes to your travel plans, therefore we offer a 100% refund for cancellations due to COVID-19, as long as it is properly justified at least 24 hours prior to the tour departure time, if you notify the day of your tour your deposit will not be refunded.

For any COVID-19 related reason affecting the tour, 100% refund will be given provided at least one of the following criteria is met, proof is required.

1) Positive COVID-19 test + flight itinerary: Someone in your travel party has tested positive for COVID-19 and can provide test results for the individual(s) showing the match with your required quarantine and Chartiers del mar tour booking date.

2) Hotel related: The hotel or resort cancels your reservation, there is a hotel closure due to a Covid outbreak, or other “stay home” order that requires the hotel to close to all visitors.

3) Airline related: Your airline cancels the flight you are traveling on to Mexico, which would cause you to miss your trip. (Must be notified and justified at least 24 hours prior to departure).

4) Government related: The government you are departing from or the government of Mexico has issued a border closure during the time you intended to travel and take your tour with us.

5) All of the above information must be submitted at least 24 Hours prior to the tour departure time.

If you can provide one of the above prior to the date of your tour we will be happy to issue your money back in full.

If you are unable to provide proof of one of the above, our regular cancellation policy will apply.

The following restrictions apply to cancellations made by you as a client.

-More than 30 days prior to the experience – 50% will be refunded.

-15 to 29 days before the experience – 20% will be refunded.

1 to 14 days prior to the experience – The experience is non-refundable.

– If cancellation is made within 24 hours prior to the experience, a full charge will be made. The client authorizes Chartiers del mar to apply the reservation deposit as a cancellation fee and/or charge the cancellation fee directly to the credit card on file.

No show: if the client does not show up at the marina on the day and time scheduled for the activity, a full charge will be made. The client authorizes Chartiers del mar to apply the reservation deposit as a cancellation fee and/or to charge this fee directly to the credit card on file.

If the client arrives late at the indicated check-in and boarding time, it will not be possible to recover or refund the time that has already occurred. The tour starts and ends at a certain time.

In case the client wishes to reschedule the activity, he/she may reschedule or change the date up to 12 hours (maximum) before the tour. This will entail a penalty of 30% of the total cost, plus the update of the current price, if applicable, and is subject to the availability of Chartiers del mar.

Changes to reservations or cancellations can be requested by email. All requested changes will be subject to availability.

No changes are allowed for special promotions or special prices.

Cancellations and No-Shows

Chartiers del mar has a 15 minute tolerance on transportation. If the client arrives after the estimated time, the client will have to pay the additional transportation fee.

Private residences or Airbnb properties may be asked to meet at the nearest confirmed location. Failure to meet at the specified pick-up location may be treated as a “No Show”, for which the Customer Cancellation Policy applies.

In case of “No Show” the customer will have to pay the fee due to our driver has already been released to make the transfer. The cost will be according to the distance.

Causes of cancellation by the company:

The only causes for cancellation of the trip by the company are:

If the ship is unable to sail on time due to severe weather conditions, our first priority will be to try to reschedule your reservation. This situation could result in a delay or cancellation. We look forward to making your experience a reality, but as boating experts your safety comes first.

Our experience, combined with the best possible methods for determining weather conditions go into the process of making a preliminary decision to delay a launch. We then continue to monitor radar and other reliable methods to determine the most accurate weather forecast in our local region. Please be aware that local weather can and does change frequently – we will only cancel the launch if we have exhausted all options and weather conditions are severe enough to put you, our guests, staff and yacht in danger.

If the weather conditions are severe and we make the decision to cancel your trip, we will refund 100% of your deposit immediately.

If there is a breakdown or the yacht needs maintenance prior to the trip. If any of these situations occur, the company will try to change the date, or the boat. If this is not possible, 100% of the experience will be refunded.

If the company detects risks derived from COVID-19 and related factors in the area.

If during an excursion the boat has a mechanical problem that prevents the trip from continuing, an attempt will be made to change the boat, or a coupon will be provided to enjoy the same experience on another date or at an alternative time with transportation included. Otherwise, the unused time will be refunded within a maximum period of 24 working hours.

Reasons NOT to justify a cancellation or refund

The weather is not as perfect as you wish. If it is too hot or too cold, if it starts raining, if it gets cloudy, if there is lightning, wind or waves, or if you cannot do the snorkeling activity. The weather in the Caribbean changes frequently. Even if you look at the weather forecast and it indicates a cloudy day with wind or rain, please do not worry about this.

– The Riviera Maya has very changeable weather and most weather systems give incorrect forecasts in the area. We are experts in navigation, and we are always aware of the weather updates at all times, through our own weather forecasts.

– If anyone can determine if an excursion will take place, it is us. We will let you know if the weather is not suitable to go out. We are here to take care of you.

– If it is cloudy or raining at your hotel, about 20 minutes from our marina, it could be sunny. The weather changes in different areas of the Riviera Maya, all the time.

– Generally, it is always sunnier at sea than on land. It may be cloudy or drizzly on land, but once the boat goes out to sea the conditions change and everyone can enjoy the sun.

– If you are in Cancun, we will take you to protected areas, where the wind and waves are gentle so you can enjoy your tour to the fullest.

– If you are in Puerto Aventuras, the great advantage is that it is a protected area with beautiful sandbanks, where we can take you and anchor in case of strong winds. This way, you get to enjoy the yacht, bar, snorkeling and swimming activities, and have an amazing charter.

– Chartering a yacht in the Caribbean is an extraordinary experience, because even on a rainy day the sea temperature never changes. So if you are lucky enough to experience being on your yacht on a rainy day, you will see that it is worth every minute.

– If someone gets seasick during the tour.

– If the tour ends early, due to illness or at the client’s request.

– If any type of beverage or food runs out due to unusual consumption.

– If due to negligence of the client, the client suffers any kind of accident.

– If there is any disagreement with the service during the tour.

– If there is any disagreement on the part of the client regarding the safety rules of the boat during the tour.

– If the client arrives after the time indicated in the booking confirmation.

If a cancellation due to weather occurs and the client and chartiers del mar cannot find a date to reschedule the tour, Chartiers del mar will make a full refund of any deposit paid by the client. Cancellations due to weather are exclusively a decision of Chartiers del mar and will be communicated to the client by email or phone at the first available opportunity prior to the start of the tour.

All rights reserved for cancellation:

Chartiers del mar reserves the right to cancel a tour and this will be communicated to the client by email or phone before the tour starts. Chartiers del mar will make a full refund of any deposit paid by the client.

Cancellations made by the client:

Any change of dates, destination or type of yacht by the client is considered a cancellation. If any scheduled payment by the client has not been received by the payment due date, Chartiers del mar reserves the right to cancel the tour and retain all deposits and fees paid to date.

Reasons NOT justifying a cancellation or refund

The weather is not as perfect as you wish. If it is too hot or too cold, if it starts raining, if it gets cloudy, if there is lightning, wind or waves, or if you are unable to do the snorkeling activity. The weather in the Caribbean changes frequently. Even if you look at the weather forecast and it indicates a cloudy day with wind or rain, please do not worry about this.

– The Riviera Maya has very changeable weather and most weather systems give incorrect forecasts in the area. We are experts in navigation, and are always aware of weather updates at all times, through different sources of information.

– If anyone can determine if an excursion will take place, it is us. We will let you know if the weather is not suitable to go out. We are here to take care of you.

– If it is cloudy or raining at your hotel, about 20 minutes from our marina, it could be sunny in the harbor. The weather changes in different areas of the Riviera Maya, all the time.

– Generally, it is always sunnier at sea than on land. It may be cloudy or drizzly on land, but once the boat goes out to sea the conditions change and everyone can enjoy the sun.

– If you are in Cancun, we will take you to protected areas, where the wind and waves are gentle so you can enjoy your tour to the fullest.

– If you are in Puerto Aventuras, the great advantage is that it is a protected area with beautiful sandbanks, where we can take you and anchor in case of strong winds. This way, you get to enjoy the yacht, bar, snorkeling and swimming activities, and have an amazing charter.

– Chartering a yacht in the Caribbean is an extraordinary experience, because even on a rainy day the sea temperature never changes. So if you are lucky enough to experience being on your yacht on a rainy day, you will see that it is worth every minute.