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Customer Information (cancellation policy)
Our intent is to be fair and very clear in the way we handle your booking and this chapter outlines our reservation policies for tours, snorkeling, diving and other activities, please read them carefully.
We guarantee you the lowest price. If you book with us and then find the same tour cheaper, let us know and we will refund you the difference.
After checking that it is an identical tour for the same time and date, we will refund you the difference for the total booking price within 10 working days of the reservation date, via PayPal.
Deposits and payments are taken to guarantee your reservation. They are not refundable unless you are arriving on a cruise ship and it cancels its stop in Cozumel, or, if the service is cancelled by the operator (e.g. if a water activity tour was to be cancelled by the tour operator in the unlikely event of the authorities closing the port due to choppy seas); we will offer you an alternative activity if you so choose and adjust your cost accordingly.
If you are on a cruise and your ship changes route and doesn’t stop in Cozumel, or if we or the service provider have to cancel your reservation for any reason, we will refund your deposit or payment, in full, within 5 working days of the reservation date, via PayPal.
E-tickets are required for all reservations. They show how much you have paid, how much is due on arrival, and include important directions and local contact details.
We will send you your E-ticket after you have paid or made a deposit for your reservation. You must print out your E-ticket to take with you, or have it available to show on your phone or other handheld device.
It is your responsibility to take your E-ticket with you. If you do not receive your E-ticket please contact us and we will re-send it.
Changes and Cancellations
Reservations are not changeable, however, we will do our best to help you reschedule if at all possible. You can cancel a booking for a full refund up to 14 days before the shore excursion is scheduled to take place with a written request by email.
No refund will be offered for any cancellations that occur within 14 days before the shore excursion is scheduled to take place.
No refund will be made to any guest who fails to show up for a shore excursion. Most shore excursions will operate in a variety of weather conditions and no refund will be made to any guest who chooses not to participate in a shore excursion due to weather conditions.
Members of any excursion who elected to leave the designated shore excursion transportation must provide their own transportation at their own expense back to the hotel or to the landing place of the ship.
Go Tour Cozumel reserves the right to cancel confirmed shore excursions. While we expect this to happen very rarely, a full refund will be paid if this occurs, and if your ship does not arrive to the port of call for whatever reason, the shore excursion will be fully refunded as well.
It is your responsibility to notify Go Tour Cozumel of the circumstances IN WRITING and request the refund accordingly.
Cruise Ship Times
We are happy to give advice to cruise ship passengers. Although we have never had a customer miss a cruise ship departure, it is ultimately your responsibility to make sure you will arrive in time for your reservation and get back to your ship in time for its departure. We recommend that you arrive back to your ship at least one hour before it departs.
Some cruises have a “ship time” one hour ahead of local Cozumel time. For example, 10am ship time (on your itinerary), could be 9am Cozumel time, so please double check with your cruise line if you are not sure, or ask for our advice.
Safety and Insurance
We provide booking services only, tours, snorkeling, diving and other activities contracted with outside service provider(s) including safety requirements and insurance are their responsibility.
Any Tour by Go Tour Cozumel has insurance coverage.