Total Snorkel Cancun Cancellation and Refund Policies

Cancellation Policies

The cancellation of the activity represents that it has not done and it could be given on the following situations:

  • Bad weather: in case that the port is closed because of difficult climate conditions, you have two options: enjoy your activity on a later date or, if you prefer, we refund the 100%. In these cases, our co-workers will contact you by the ways you just gave us (phone, email, whatsapp) to notify you and know your decision.
  • Bad weather and No Show: if you request the reschedule because of bad weather and then you don´t show up at the activity rescheduled, you only will have refund of 40%
  • No show and bad weather:in case you don´t show up to the scheduled activity and we had bad weather conditions to give you service on the date of rescheduled, it would be applied a 100% penalization. On this scene, it would not proceed any refund.

Cancellation Periods

The activity could be cancelled according to the previous time of the activity in which you do the booking. The refund policies are:

  • Cancellation with more than 24 hours in advance to the date and hour of the activity. If you cancel 24 hours previous to the activity, we offer you a refund of 100%.
  • Cancellation with more than 12 hours in advance to the date and hour of the activity. If you cancel with 12 hours previous to the activity, we offer you a refund of 50%.
  • Cancellation with less than 6 hours previous to the date and hour of the activity. If you cancel with less than 6 hours in advance, we DO NOT offer any refund.
  • Cancellation for illness. If you cancel for illness and you show a supporting document from a doctor we offer you a refund of 100%.

Note: If you don´t show up at the tour, this will be consider as “No Show” and it will not be done any refund.

Method of Cancellation: If you need to cancel the booking according to the policies established, we request you to call us at the phone +52 9988494360 or by an email to the address:reef@totalsnorkelcancun.com

We request you kindly that you have in mind that if you don´t use your booking or you don´t show up at the date of booking, unfortunately it won´t be refund. In addition, it is important to mention the booking will be active during 3 months starting at the first date of the activity or reschedule. After that period, the booking could not be used.

Reschedule Policy

If you wish to reschedule your activity, you can do it according to the following conditions:

  • Free reschedule: if you request before 24 hours previous to the date and hour of the activity, you could reschedule for free.
  • Reschedule on bad weather: in case of bad weather, the reschedule will be allow without cost.
  • Reschedule for no show: if you don´t show up and you want to reschedule, you can do it (subject to availability) with a charge of $20 USD per person when you do check-in, this charge is suitable for transportation cost.
  • Bad weather, then no show: if you request the reschedule due to bad weather and then you don´t show up for the reschedule activity, the refund will be 40%.

Bad weather, then no show: if you request the reschedule due to bad weather and then you don´t show up for the reschedule activity, the refund will be 40%.

Cancellation for combos:

Bad weather, then no show: if you request the reschedule due to bad weather and then you don´t show up for the reschedule activity, the refund will be 40%.

No show

No arriving to the activity or to the meeting point on time, it will be consider a cancellation with a penalization of the 100%.
If you use our transport service, it is important that you are on time of your meeting schedule. If you doesn´t show up at the hour or date established, the van will go and it will be considered as NO SHOW. We will leave a note at the lobby of the place of the meeting point and we will send a photo as proof by email.

Reschedule for no show: If you don´t show up at the date and hour of the activity and you wish reschedule, you can do it (subject to availability) with a charge of $20 USD per person when you do the check-in, this charge is suitable for transportation cost.

OTA´s and Third Parties:

If you have booked any of our services through an OTA (travel agency online) or a third party, only will be applied their cancellation and refund policies, because we act only as tour providers. Any reschedule application or clarification might be done by the agent directly.

Time and Reschedule Process:

If you want to ask for a refund, communicate with us by email to fish@totalsnorkelcancun.com, to the email of your customer service representative of Total Snorkel Cancun or by WhatsApp. The reschedule process will be completed in a period of 1-2 days, depending to your method of payment.