Skip to content

Important Information

By entering this site you acknowledge and agree to the following terms and conditions. If you do not agree to these terms, do not use this site.

Please read the following terms and conditions carefully before making your reservation.

Billing Information

  • IMPORTANT: Mayan Jungle tour, mangrove tour, and wave runners do not include dock maintenance bracelet of $20 US, $9 US, and $9 US, respectively. The bracelet is per participant and per companion, and must be paid at the time of registration at Puerto Maya ticket box.
  • Payments made with Visa or MasterCard: charge will be applied in US dollars. Any currency conversion will be made under the current exchange rate of your bank on the day of purchase. Your statement will reflect the charge of this purchase under the name of “INFINITO MAYA/PUERTO MAYA”.
  • Payments made with American Express: charge will be applied in USD. Any currency conversion will be made under the current exchange rate of your bank on the day of purchase. Your bank statement will reflect this charge under the name of “INFINITO MAYA/PUERTO MAYA”, with the current exchange rate of the purchase date. 

Cancellation Policy:

  • Cancellations are not subject to refunds. 
  • No cancellations will be accepted if induced by a third party. 
  • Failure to be present at the time and location indicated on your voucher/ticket will result in a forfeit of service. 
  • Being in an inconvenient state (under the effect of narcotic or psychotropic substances) is subject to cancellation without a refund.
  • In the event of booking with 0 days of anticipation, and if Puerto Maya lacks sufficient capacity for the operation of your tour, it will be possible to initiate the process of changing the date, time, or obtaining a full refund of your purchase.

 

Pricing Policy

  • The listed prices are only valid for the date of consultation.
  • Prices are subject to change and will only be respected as shown on the website if the service you requested has been confirmed and charged to your credit card and you received a confirmation number.
  • Puerto Maya will not be responsible for currency exchange variation once you accept the payment policies, you acknowledge that you have been informed of the exchange rate flow and declare what you agree on the corresponding charge.
  • It is considered an adult person 13 years and older.
  • Is considered a kid from 6 to 12 years

Bad Weather Guarantee:

  • If your activity is canceled due to bad weather, heavy rain, or a strong surge, don´t worry! You will be able to reschedule your tour, or we shall offer you a certificate valid during the next 12 months.

Before traveling:

  • If the Cruise Ship or airplane trip is canceled or redirected due to bad weather the very day, we will defer the same program on any date through a certificate that will be valid during the next 365 days. The activity will be the same as you booked no additional costs due to increasing prices. If the number of participants decreases, the extra-one/s will remain in use-pending on stand-by till you redeem it. Cash refunds of any kind are implausible. The certificate is transferable to your relatives.

 

Restrictions and Recommendations:

  • Puerto Maya offers safe activities, requiring physical involvement of the participant, who should be in general good health and able to understand and follow directions as given by our captains.
  • If you have recently had any surgery or are suffering from any physical condition that could limit you physically (i.e. back pain), you should contact us by phone before making your reservation.
  • For safety reasons, pregnant women cannot participate in any of our activities.
  • It’s forbidden for people to be under the effect of alcohol or any other illegal substance.
  • The minimum age for driving is 18 years
  • Participants that do not know how to swim can realize the activity at their own risk.
  • Capacity for 2, 3, or 4 people per boat
  • Weight limit 264 lb / 120 kg per person.
  • Weather conditions may alter the status of the tour at any time. Puerto Maya is not responsible in the event of snorkeling activity cancellation due to bad weather conditions as we take care of your utmost safety following marine authorities’ instructions.
  • For the Mayan Jungle Tour: Capacity may vary for 1, 2, 3, or 4 people per boat. Weight limit 264 lb / 120 kg per person.
  • For wave runners: Capacity may vary for 1 or 2 people. Weight limit 264 lb / 120 kg per jetski.

Changes in existing reservations:

If you require to make any changes to your reservation, please contact us:

Processing / Procesando ...