Terms & Conditions

Booking through our company Pixan Ka’an, by phone, Whatsapp, email or on our website involves to accept the following conditions.


A deposit is required to book our tours, 20% for the group tours and 30% for the private tours (online payment through an invoice). The remaining amount is to be paid on the day of the tour to the guide by cash.

Cash: Euro (€), USD ($), Mexican Pesos (MXN).

Exchange rates

Please ask us regarding the exchange rates.

Please note that if you choose to pay in US Dollars and if you don’t have the exact amount of money, our guide will give you the change in local currency.

Cancellation Policy

Cancellation made at least 48 hours before pickup time:

  • Full refund of the deposit.

Cancellation made between 48 hours and 24 hours before pickup time:

  • No refund of the deposit and 25% of the remaining amount will be charged*.

Cancellation made between 24 hours and 12 hours before pickup time:

  • No refund of the deposit and 50% of the remaining amount will be charged*.

Cancellation within 12 hours before pickup time or no show:

  • No refund of the deposit and 100% of the remaining amount will be charged*.

*Penalties will be charged to the bank card used for the deposit.

No show

The driver will be present at the designated meeting point at the scheduled time. In case of a no-show, which is defined as the guest not arriving within 10 minutes of the scheduled time, there will be no refund of the deposit and the full remaining balance of the tour will be charged.

Partial no show – Group

In the event that some members of the booked party do not show up on the day of the tour, it will be considered as a partial no-show.

In the event of a partial no-show, the deposit paid by the absent members of the party will not be used to cover the remaining balance of the other members of the same booking. The remaining balance must be paid as stated on the booking ticket.

Partial no show – Private

In case of partial no show on a private tour, the remaining balance due on the day of the tour cannot be modified and should be paid as it appears on the booking ticket. The remaining balance as to be paid as writen on the ticket.

Modification Policy

You can change the date up to 24 hours before the group tour starts & 72 hours before the private tour starts. After these deadlines there is no change possible and our cancellation policy will apply. All changes are subject to availability.


The captain may decide to cancel the snorkeling activity and natural pools if he considers that the weather conditions are too bad and may endanger the safety of the participants. There is no partial or full refund possible in case some activities are cancelled.

Our tours being in a marine nature reserve, are highly dependent on weather and wind conditions. The tour is only cancelled in case of navigation closure imposed by the Punta Allen fishermen’s cooperatives or by authorities. In this case, we will be forced to cancel the entire tour. You will be informed the day before and we will propose you another date or a full refund of your deposit.

Reminder: The weather in the southeast of Mexico can be unpredictable, with conditions varying quickly. It is possible for it to be raining at your hotel in Playa Del Carmen and yet be sunny in the Sian Ka’an biosphere reserve, or for a short rain shower to occur and then clear up for the rest of the day. If the tour has not been cancelled and you choose to cancel a few hours before or at the time of your pick-up due to weather conditions not meeting your expectations, no refund will be provided and no date changes will be offered, cancellation policy will apply.


We cannot 100% guarantee the presence of animals on the day of your trip. The guides are very experienced and know the area well, they will do everything to try to find the animals.


It is the responsibility of each participant to notify Pixan Ka’an or its guides before participating in the tour in case of any health problems that could put them in danger during one or more activities.

All participants must listen to and follow the instructions given by the guides and captains. If a participant does not comply with the instructions, they may be excluded from the excursion.

The guide reserves the right to exclude or prohibit certain activities for a participant if the guide deems that the participant is under the influence of drugs, alcohol, or is being rude or violent.

Pickup Time

We may change your pickup time depending on the other participants we have. In this case we will notify you by email the day before the tour.

Self-driving tour

During the self-driving tour, the guide will be a passenger in the customer’s vehicle. Pixan Ka’an is not responsible for any damage to the vehicle that may occur during the tour. No insurance is included in the event of an accident or damage to property or injury. In the event of an accident, breakdown, or malfunction of the vehicle, Pixan Ka’an will not be liable and any resulting expenses will be the sole responsibility of the participant.

Before booking a Sian Ka’an self-driving tour, participants agree to read and accept the following rules:

– Check with the car rental company if they authorize the entrance into the Sian Ka’an biosphere as some do not authorize it.
– Fill up with gas in Tulum before entering the biosphere.
– The Sian Ka’an reserve is a remote area. You will park on the side of the road to take the boat at Paso Lagartos.
– It takes approximately 1.5 hours to drive on a bumpy track from the entrance of the biosphere. The condition of the track varies depending on the season.
– Do not leave any valuables in the vehicle.
– Provide a seat with a safety belt for the guide in your car.
– Pick up and drop off the guide at one of these two locations: Super Aki Tulum or Starbucks coffee in Playa Del Carmen (Centro Maya).