Whale Shark tours reservation and cancellation policies

 

Reservation Policies

 

More than 7 days before the date of the tour.

 

  • A DEPOSIT must be paid at the time of booking. The amount of the deposit will depend on the service you hire:

 

    • Whale Shark & Cabo Catoche Search: MN 500 pesos p/p
    • Whale Shark (shared service): MN 500 pesos p/p
    • Private Whale Shark 1-6 persons: MN 3,000 pesos p/booking
    • Private Whale Shark 7-8 people: MN 4,000 pesos p/booking

 

  • For reservations that are not made online, there will be a period of 24 hours from the time of confirmation to make the deposit payment (by bank transfer or by means of the payment request sent). During this 24-hour period the reservation will be confirmed.

 

  • If the deposit payment is not received within 24 hours of confirmation, the reservation will be subject to availability and will not be confirmed until the deposit is received.

 

  • A request for payment of the balance will be sent to you 8 days prior to the tour date. This payment must be made within 24 hours for the total reservation to be settled 7 days prior to the date.

 

Less than 7 days before the excursion date.

 

  • Full payment must be made at the time of booking.

 

  • For reservations that are not made online, there will be a period of 24 hours from the time of confirmation, as long as it is 24 hours before the excursion, to make the payment (by bank deposit or by means of the payment request sent). During this 24-hour period the reservation will be confirmed.

 

  • If payment is not received within 24 hours of confirmation, the reservation will be subject to availability and will not be confirmed until payment is received.

 

Less than 24 hours before the excursion date.

 

  • Full payment must be made at the time of booking.

 

  • For reservations that are not made online, there will be a deadline of 15:00 the day before the excursion date to make payment (by bank deposit or by means of the payment request sent).

 

  • If payment is not received by 15:00 the day before the tour date, the reservation will be automatically cancelled and a new reservation will need to be made subject to availability.

 

 

Cancellation Policy

 

More than 7 days prior to the tour date

 

  • Cancellations must be requested by email
  • Any reservation cancelled more than 7 days prior to the tour date will be entitled to a 100% refund.

 

Less than 7 days prior to the tour date

 

  • Reservations cancelled less than 7 days and more than 24 hours before the excursion date will have a penalty for administrative expenses equivalent to the DEPOSIT. In case the reservation is 100% paid, the refund will be made deducting an amount equivalent to the DEPOSIT.

 

Less than 24 hours before the date of the excursion.

 

  • Cancellations requested less than 24 hours before the excursion date and no later than 3:00 p.m. the day before the excursion will be penalized with the equivalent of 20% of the reservation.

 

Cancellations after 3:00 p.m. the day before the tour and no-shows

 

  • Cancellations requested after 15:00 on the day prior to the excursion will be penalized with the equivalent of 100% of the reservation.

 

  • We will make an exception in cases where we are able to re-sell the cancelled space(s). In these cases we will reimburse a penalty equivalent to 20% of the total amount of the reservation. We will only be able to partially refund those spaces that we have been able to resell.

 

  • To increase the chances of a partial refund it is imperative that you notify us of the cancellation as soon as possible and at any time. Occasionally we have waiting lists and there are other customers waiting for space to be released.

 

Refunds

 

  • When applicable, refunds will be made by the same means by which payments were made.

 

  • Credit card payments are processed in MEXICAN PESOS by STRIPE. From the moment we request the refund to STRIPE the refund will be considered as made by us.

 

  • STRIPE sends the refunds to the customer’s bank immediately. Depending on the bank’s processing time, it may take 5 to 10 business days to appear in the bank account.

 

  • If the currency of the credit or debit card with which the payment was made is not in MEXICAN PESOS, the amount refunded in foreign currency will vary according to the exchange rate applied by your bank. It is possible that you may receive a higher or lower amount than what you initially paid. VIP Holbox will not be responsible for differences resulting from exchange rate fluctuations.

 

COVID-19

These clauses shall apply in the event that at least one participant of the reservation presents a medical certificate or POSITIVE test for SARS-CoV-2 or if there are travel restrictions that make it impossible to arrive in Holbox on the reserved date. The cancellation must be notified by attaching the medical certificate whose date of issue must not be greater than 1 day:

 

Up to 15:00 on the day prior to the excursion.

 

  • 100% refund.

 

After 15:00 and no-shows

 

  • Cancellations requested after 15:00 of the day before the excursion will have a penalty for administrative expenses equivalent to the DEPOSIT. In case the reservation is 100% paid, the refund will be made deducting an amount equivalent to the DEPOSIT.