Refund and Cancellation Policy – Diving Yucatán

1. Introduction

This policy establishes the terms and conditions governing refunds and cancellations related to diving experiences provided by Diving Yucatán. We are committed to complying with the Federal Consumer Protection Law (LFPC) and ensuring the best possible experience for our customers.

2. Reservations and Deposits

2.1. Deposit Requirement

To confirm any reservation, a deposit of $2,400.00 MXN or its equivalent in U.S. dollars is required.

2.2. Reservation Guarantee

This deposit secures the availability of guides, equipment, and reserved locations.

2.3. Remaining Balance Payment

The remaining balance must be paid before the start of the diving experience, following the deadlines specified at the time of reservation confirmation.

2.4. Confirmation of Reservation

A reservation is considered confirmed only when the customer receives an official confirmation via the selected email or, alternatively, through instant messaging.

3. Cancellations and Refunds

3.1. Cancellations by the Customer

• Cancellations made within five business days from the date of purchase are eligible for a full refund (100%).
• Any cancellation request beyond this period will not qualify for a refund due to the operational costs already incurred.

3.2. Cancellations by Diving Yucatán

• If Diving Yucatán cancels the service due to reasons attributable to the company, the customer is entitled to a full refund of the deposit or the option to reschedule the experience at no additional cost.
• In cases of cancellation due to force majeure (e.g., natural disasters, government restrictions), customers may reschedule their experience within six months at no extra charge.
• After this period, if the service price has changed, the customer must cover the proportional increase to proceed with the rescheduled booking.

4. Reservation Modifications

4.1. Changes Requested by the Customer

• Date changes must be requested at least seven calendar days in advance. If submitted within this timeframe, they are subject to availability and will not incur additional fees.
• Requests made less than seven days in advance will be subject to an administrative fee of 10% of the deposit.

5. No-Show Policy

5.1. Failure to Show Up

• If the customer fails to arrive on the agreed date and time, the deposit will not be refunded.
• Diving Yucatán reserves the right to reallocate the reserved resources in such cases.

6. Refund Request Procedure

6.1. Submission Requirements

All refund requests must be submitted in writing via email to the address provided by Diving Yucatán. The request must include:

• Full name of the customer.
• Reservation date and time.
• Reason for cancellation.
• Proof of payment.

6.2. Processing Time

Diving Yucatán will process eligible refund requests within ten business days, provided they comply with the criteria outlined in Section 3.1 of this policy.

6.2.1. Bank Fees and Refund Adjustments

• If the payment was made using credit card, debit card, PayPal, or any method involving additional bank fees, these fees may be deducted from the refundable amount.
• By requesting a refund, the customer expressly authorizes this deduction.

7. Additional Policies

7.1. Customer Responsibilities

Diving Yucatán is not responsible for cancellations resulting from the customer’s failure to meet required conditions (e.g., documentation, medical certificates, or other necessary qualifications).

7.2. Pricing Policy

• All rates are subject to change without prior notice, except when a confirmed reservation has already been secured.

8. Policy Acceptance

By making a reservation with Diving Yucatán, the customer acknowledges and agrees to the terms and conditions set forth in this Refund and Cancellation Policy.