Cancellation, date-change and refund policy

1.How you pay for your reservation

• Prices are in Mexican pesos (MXN) and include IVA (Mexican VAT). Before you pay you see the total and how much is charged that day.
• Deposit. To reserve you pay 50% of the total by card, on the secure payment page of our payment provider (ArqIA, which processes with OpenPay). Your bank may ask you to confirm the charge (3-D Secure). We never see or store your card details.
• Hold. When you go to pay we hold your boat for about 15 minutes. If the deposit isn’t paid in that time, the hold is released on its own and nothing is charged.
• If your payment arrives after the hold expired, we try to restore your reservation on the same boat or another of the same type. If there is no room left for that time, we contact you that same day to move your date or return that payment.
• Balance. The rest is paid from your reservation page: by card, up to 24 hours before departure, or by SPEI bank transfer (Mexican bank accounts only), up to 72 hours before.
• Overdue balance. We don’t cancel your reservation automatically: we contact you to sort it out, and you can still pay by card from your reservation. If the balance is not paid, we may cancel the reservation under this policy.

2.How to cancel or change your date

• Open your reservation (with the link in your confirmation email, or in My booking with your booking number and email) and choose “Request cancellation”. You can also write to us on WhatsApp or at [email protected].
• Sending the request doesn’t cancel or refund anything yet: a person from the team reviews it and replies within 24 hours. Until then, your reservation stays active.
• To work out what applies to you, we count the days left until your departure time at the moment we receive your request.

Date change. It is free if you ask at least 7 days ahead, and it depends on the boat being available. Ask on WhatsApp or by email.

3.What you get, depending on when you cancel

Days are counted in 24-hour periods before your trip’s departure time.

• The deposit is not refunded. With it we secure the boat and crew for your date.
• 14 days or more: we refund everything you paid above the deposit. If you had paid in full, you get half back; if you had paid only the deposit, there is no refund.
• 7–13 days: no refund, but you can move your date at no cost, subject to availability.
• Less than 7 days, or if you don’t show up: no refund and no date change. You can still send us your request: the team reviews every case.

4.Bad weather and port closures

• If the port authority (Capitanía de Puerto) closes the port to navigation, or conditions don’t allow a safe trip, your trip doesn’t go out that day and we move it to another date at no cost, subject to availability.
• Bad weather does not give a refund. If you can’t use the date change (for example, because you are leaving town), write to us: we review every case.

5.If we can’t provide the service

If we can’t provide the service for a reason that is ours (for example, a boat failure we can’t solve with an equivalent boat), you choose: we return what you paid for that service, or we give you an equivalent one (article 60 of the Ley General de Turismo). You are also entitled to the compensation set by articles 92 Bis and 92 Ter of the Ley Federal de Protección al Consumidor, which cannot be less than 20% of the price paid.

6.How refunds are made

• Card payments: the refund goes back to the same card, through the payment processor. Your bank can take several days to show it.
• SPEI payments: they are returned by bank transfer; we contact you to ask for the account details.
• We confirm the cancellation and the amount returned in writing.
• If the same payment is charged twice by mistake, we return the full extra amount.

7.On the day of your trip

• Arrive 15 minutes before your departure time.
• Your charter time starts counting 10 minutes after the scheduled departure.
• Not showing up is treated as a cancellation with less than 7 days’ notice.

8.Your rights as a consumer

• This policy does not limit the rights given to you by Mexico’s consumer protection law (Ley Federal de Protección al Consumidor) and tourism law (Ley General de Turismo). If the law gives you a greater right than the one described here, the law applies.
• If you have a complaint, write to us first on WhatsApp, at [email protected], or call +52 322 128 5901: we want to solve it with you. Our address is Marina Real 605, Col. Albatros, C.P. 48315, Puerto Vallarta, Jalisco, México.
• You can also go to Mexico’s consumer protection agency (Profeco): consumer phone line 55 5568 8722 and 800 468 8722, or gob.mx/profeco.
• This policy is written in Spanish; the English version is a courtesy translation.

9.Changes to this policy

Your reservation is governed by the version in force on the day you paid your deposit. If we change this policy, we will publish the new version here with its date.