Last updated: 29 July 2026
Pixan Ka’an is a commercial name operated by Pixan Caribe through the website siankaantours.org.
Contact details:
Any booking made through our website, by email, WhatsApp or telephone implies the customer’s full acceptance of these Terms and Conditions.
The person making the booking confirms that they are authorised to accept these conditions on behalf of every participant included in the reservation.
A request for information does not constitute a confirmed booking.
A booking is confirmed only after:
The customer must verify all information shown on the booking confirmation, including the tour, date, number of participants, pickup point, pickup time and remaining balance.
Any error must be reported immediately.
The applicable price is the price shown in the booking confirmation.
Unless otherwise stated, prices include the services and mandatory charges listed in the tour description. Optional services, tips, personal expenses and anything not expressly included remain at the customer’s expense.
Cash payments may be accepted in:
When the balance is paid in a currency different from the reference currency of the booking, the applicable exchange rate and exact amount will be confirmed in writing by Pixan Ka’an.
When paying in USD or EUR without the exact amount, change may be provided in Mexican pesos.
Pixan Ka’an is not responsible for exchange rates or foreign transaction fees applied by the customer’s bank.
A deposit is required to confirm the booking:
Unless otherwise stated in the booking confirmation, the remaining balance must be paid in cash to the guide on the day of the tour.
The deposit forms part of the total price and is deducted from the remaining balance.
All cancellations must be submitted in writing through one of the following channels:
The date and time at which the written request is received will determine the applicable cancellation policy.
Messages sent through another telephone number, social media account or automated messaging service may not be considered valid cancellation requests.
By accepting these Terms and Conditions and paying the deposit, the customer expressly authorises Pixan Caribe to charge any applicable late-cancellation or no-show amount to the payment method used for the deposit, subject to the rules of the payment processor and card issuer.
Where a refund applies, it will be issued to the original payment method.
Refunds are generally processed by Pixan Ka’an within 5 to 10 business days. Additional processing time may be required by the customer’s bank or payment provider.
Bank fees, foreign transaction fees and losses caused by exchange-rate fluctuations are not refundable.
A change of date may be requested:
All changes are subject to availability.
After these deadlines, Pixan Ka’an may refuse the change and the normal cancellation policy will apply.
A change in the number of participants may result in a price adjustment, particularly for private tours.
A participant will be considered a no-show when they have not arrived at the confirmed pickup point within 10 minutes after the scheduled pickup time.
The vehicle may leave after this waiting period to avoid delaying the other participants.
A no-show is subject to the cancellation conditions applicable to cancellations made less than 12 hours before pickup.
When only some participants fail to attend, the deposits paid for the absent participants cannot be used to reduce the remaining balance owed by the participants who attend.
The price of a private tour is based on the reservation as confirmed. If one or more participants fail to attend, the remaining balance will not be reduced unless Pixan Ka’an confirms otherwise in writing.
Pixan Ka’an may cancel or reschedule a tour due to:
The customer will be offered either:
Pixan Ka’an is not responsible for indirect expenses resulting from the cancellation, such as hotel costs, transportation, flights or other activities booked independently by the customer.
Tours in the Sian Ka’an Biosphere Reserve take place in a natural marine environment and are highly dependent on wind, sea and weather conditions.
Weather conditions may vary considerably between Playa del Carmen, Tulum, Punta Allen and other parts of the Riviera Maya.
Rain at the customer’s hotel does not necessarily mean that the tour will be cancelled.
When Pixan Ka’an maintains the tour and the customer decides not to participate because the weather does not meet their expectations, the normal cancellation policy applies.
Pixan Ka’an, its guides, captains, cooperatives and the competent authorities may modify the itinerary for safety, environmental or operational reasons.
Snorkelling, reef access and swimming in natural pools are subject to sea conditions and authorisation from the captain, cooperatives and competent authorities.
The captain has final authority to cancel or modify an aquatic activity when conditions are considered unsafe.
When the main tour continues but snorkelling, reef access or another aquatic activity cannot take place for safety reasons, no partial refund will be issued solely because that activity was cancelled.
Pixan Ka’an may substitute a snorkelling location or activity with another suitable location or activity whenever reasonably possible.
Animals observed during the tours live in their natural habitat.
Pixan Ka’an cannot guarantee the presence, proximity, number or behaviour of dolphins, turtles, crocodiles, manatees, birds or any other species.
Guides and captains will use their knowledge and experience to maximise observation opportunities without disturbing the animals.
The absence of one or more animal species does not entitle the customer to a refund.
Pickup times may be adjusted according to the location of the participants, traffic conditions and operational requirements.
The final pickup time will normally be confirmed by email or WhatsApp before the tour. Customers are responsible for checking their messages and providing valid contact details.
Return times and itinerary timings are estimates only. They may vary due to traffic, weather, road conditions, group pace, wildlife observations or decisions made by the authorities.
Pixan Ka’an is not responsible for missed flights, buses, restaurant reservations or other commitments scheduled after the tour.
Each participant is responsible for checking the restrictions stated in the tour description and informing Pixan Ka’an before booking of any condition that could affect their safety or participation.
This may include:
The guide or captain may prohibit a participant from taking part in an activity when they reasonably consider it unsafe.
A participant who voluntarily abandons the tour or is unable to participate due to an undeclared condition will not be entitled to a refund and may have to return at their own expense.
Participants must follow all instructions given by guides, drivers, captains and competent authorities.
Pixan Ka’an may exclude a participant who:
No refund will be issued following an exclusion caused by the participant’s behaviour. The participant may be required to return at their own expense.
Participants must respect the rules applicable within the Sian Ka’an Biosphere Reserve and other protected areas.
It is prohibited to:
Any fine or sanction caused by a participant’s actions will remain the participant’s responsibility.
Personal belongings remain under the responsibility of each participant.
Pixan Ka’an is not responsible for the loss, theft or water damage of phones, cameras, jewellery, passports, cash or other personal items, except where the damage results directly from proven negligence by Pixan Ka’an.
Customers are advised not to bring unnecessary valuables and to use waterproof protection for electronic devices.
Customers may be charged for the loss or intentional or negligent damage of equipment supplied during the tour, including masks, snorkels, life jackets or other equipment.
Customers may also be charged for exceptional cleaning or repairs resulting from damage caused to a vehicle, boat or other property.
Customers are strongly advised to have personal travel and medical insurance covering outdoor activities, boat travel and emergency medical treatment in Mexico.
Any insurance provided by a transport company, boat cooperative or activity provider remains subject to the limits, exclusions and conditions of the relevant insurance policy.
Nothing in these Terms and Conditions excludes any liability that cannot legally be excluded under Mexican law.
Guides may take photographs during the tour, but photography is not a guaranteed service.
Participants may inform the guide when they do not wish to appear in photographs.
Any complaint should be submitted in writing as soon as possible to:
Customers should provide their booking number, tour date and a clear description of the issue.
These Terms and Conditions are governed by Mexican law, without limiting the consumer rights provided by applicable legislation.