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, 10% for the group tour and 20% for the private tour (online payment through an invoice). The remaining amount is to be paid on the day of the tour to the guide.
Cash: Euro (€), USD ($), Mexican Pesos (MXN). Credit card: Mexican Pesos (MXN) +5%.
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.
Pixan Ka’an reserves the right to offer coupon codes, upon request or during special operations. Each coupon can be used only once per booking.
Cancellation made at least 48 hours before pickup time:
Cancellation made between 48 hours and 24 hours before pickup time:
Cancellation made between 24 hours and 12 hours before pickup time:
Cancellation within 12 hours before pickup time or no show:
*Penalties will be charged to the bank card used for the deposit.
The driver will be present at the meeting point at the scheduled time. If the guest does not show up after 10 minutes, then it’s a No Show. No refund of the deposit and a $100 USD penalty per person will be charged.
If part of the people of a booking do not show up on the day of the tour, it’s considered as a partial no-show.
In case of partial no show, the deposit paid by people who do not show up on the day of the tour cannot be used to cover the remaining balance of other people from the same booking. The deposit is calculated as “per person”. The tax will be adjusted according to the number of people who finally take place on the tour. Also, we will charge a penalty of $100 USD for each person who did not show up, the remaining balance will be adjusted, or the penalty will be charged to the credit card.
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. In case of a no show on a group tour, the part of the deposit paid by the persons who do not show up on the day of the tour cannot be used to cover the remaining balance to be paid on the day of the tour.
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 changes very quickly in the south east of Mexico. It can rain at your hotel in Playa Del Carmen and be very nice in the Sian Ka’an biosphere reserve, or rain intensely for 30 minutes and be very nice the rest of the day.
If the tour has not been cancelled and you want to cancel a few hours before or at the time of your pick up because the weather is not as good as you expected, no refund will be given & no date changes will be offered, you will have to book again through our sales channels.
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.
A group of more than 8 people is considered a large group. In this case, we may ask for a larger deposit or full payment before the tour. Once payment is received, there is no refund possible in case of cancellation from the customer.