Terms and conditions
Cancellation & Refund Policy
How refunds work across Costa Riviera Tours Maya experiences. The local time of the destination applies throughout, and times are calculated from the scheduled start of the experience.
Refund tiers
More than 48 hours before the scheduled experience: 100% refund. Between 24 and 48 hours before: 50% refund. Less than 24 hours before: no refund.
No-show
If the guest does not arrive at the designated pickup location or meeting point at the scheduled time, and does not notify Costa Riviera Tours Maya or the operating provider, no refund will be issued.
Weather and marine conditions
Costa Riviera Tours Maya may modify or cancel an experience because of adverse weather, marine conditions, marina or port restrictions, safety considerations or force majeure. This applies particularly to catamarans, Isla Mujeres, snorkeling, sailing, boat excursions and other marine or outdoor activities. Because these depend on marine conditions and operational forecasts, a cancellation decision may be made even less than 24 or 48 hours before the scheduled experience. When the cancellation is initiated by Costa Riviera Tours Maya or the operating provider for those reasons it is not treated as a customer cancellation, and rescheduling or a refund will be offered when applicable.
Changes
Requests to change a reservation are subject to availability and to the conditions of the applicable experience, and are not confirmed until Costa Riviera Tours Maya confirms them.
Specific experience conditions
Some experiences may carry specific cancellation conditions set by the operating provider. Where they apply they are shown clearly before payment and govern that reservation.
Cancellation requests
To request a cancellation, write to igarza@costarivieratours.com and include the reservation number, passenger name, experience, scheduled date and scheduled time. The cancellation period is calculated according to the local time of the destination.